4.1. How do we collect your personal data?
We obtain your personal data when you visit our website, contact us regarding your visa application, fill in a form, visit our Visa Application Centre (VAC) or use our additional services.
4.2. What do we collect?
We will use, store or otherwise process any of your personal data in accordance with the terms of this Privacy Notice, including but not limited to:
- Personal details: name, email address, telephone number, postal address.
- Financial data: payment details.
- CCTV images for general surveillance.
- Application reference number
- Data inserted in TLScontact AI chat system
- IP address, operating system, browser type (as this website uses cookies – please check 4.5. below).
When we collect personal data through forms, including electronic forms, we will indicate the mandatory fields with an asterisk (*). While it is not mandatory to provide your personal data for the requested added value services (AVS), please note that we may not be able to deliver these services without it.
4.3. How is your personal data used?
We will never sell your personal data or use it in any way without your direct knowledge.
We may use your personal data for example to:
- Provide you with some additional services that you request, which are provided by TLScontact for its own account or for the account of certain TLScontact trusted partners (i.e., service directly linked or not to the visa application) and process your payments;
- Ensure the security of TLScontact’ s employees, visitors, customers and premises;
- Answer your inquiries and/or resolve any dispute relating to TLScontact services;
- Request your feedback on our services in order to allow us to improve the quality of our services. You can withdraw your consent to receive any question regarding the quality of our services at any time by contacting us on-line through the Feedback and Complaints page such as explained further under article 3 here below or by contacting our data privacy officer at the email address indicated here above;
- Improve the functionality of this website to create a better user experience and gain knowledge of how visitors view and utilise it.
- Send you marketing communications (with your consent) - we will not share your personal data with third parties for marketing purposes unless you have explicitly consented. You can withdraw this consent at any time by contacting us on-line where applicable.
In order to process your personal data lawfully, we must rely on one or more valid legal grounds. The grounds we rely on include:
- Where we process your personal data to provide you with the requested services and deal with enquiries and claims relating to these services (including questions asked through the AI chatbot on the website), the legal basis for processing is the contractual necessity.
- Where we process your personal data to deal with enquiries not related to a specific service, to send you marketing communications, to request feedback on our services, or to improve our website experience, the legal basis for processing is your consent.
- Where we use your personal data to protect our employees, visitors and premises, the legal basis for processing is the legitimate interests pursued by TLScontact to ensure the safety of individuals and property (except where your interests or fundamental rights override these).
- Where processing is necessary for compliance with a legal obligation to which we are subject, the processing is based on such a legal obligation.
4.4. AI Chat Services
We provide AI-powered chat services to assist you with your visa application process and answer questions about our services. When you use our AI chat functionality:- Your conversations with our AI chat system are processed to provide you with relevant assistance and support;
- Chat data may be used to improve customer support quality;
- All chat conversations and associated data are automatically deleted after 30 days.
We do not intend to collect sensitive personal data through the chatbot. Therefore, we ask that you do not provide any Sensitive Personal Data. However, if you wish to provide such personal data for any reason, TLScontact will accept your explicit consent to use that personal data in the ways described in this privacy statement or at the point where you choose to provide us with it.
Personal data obtained via the chatbot is used only for the stated purposes at the time the data is collected.
If you have concerns about our AI chat services or wish to opt out of using this feature, you can contact us using the following e-mail: dp@tlscontact.com
4.5. Use of cookies
When you browse this site, cookies may be stored on your device to be reused on future visits. Essential cookies are always used to ensure that the website functions properly. We may also use personalization cookies to recognize your preferences and analytical cookies to understand how the site is used and how we can improve its performance. You can choose to accept or decline non-essential cookies.
However, if you decline them, some features of the site may not be available or may not function properly.
Please read our Cookie Policy for additional information about the cookies we use, as well as related questions.
4.6. How long we store personal data?
We review our retention periods for personal data on a regular basis. We generally keep your personal data for as long as it is necessary for the purpose for which the personal data is processed (i.e., for the duration of the provision of the service, during your presence in our premises, for maximum 15 days regarding CCTV images and for 1 year from the last contact with you regarding marketing communications, where applicable and permitted by the local legislation). We may however be required to hold some types of personal data longer to fulfil our statutory obligations or in accordance with the applicable statute of limitations.
4.7. Who has access to your personal data?
Companies of the TLScontact Group or the Teleperformance Group
We may share your personal data with companies belonging to the TLScontact group and/or the Teleperformance group when this is necessary to process your requests, to provide services or to solicit your feedback on the quality of our services.
Third parties for legal reasons
We will share personal data with third parties:
- To comply with legal obligations and respond to requests from public authorities, including law enforcement and other public authorities, which may include such authorities outside your country of residence.
- In the event of a merger, sale, restructure, acquisition, joint venture, assignment, transfer, or other disposition of all or any portion of our business, assets, or stock (including in connection with any bankruptcy or similar proceedings).
- To protect our rights, users, systems, and services.
Independent service providers who work on our behalf
We may share your personal data with our independent service providers, contractors and other associated organizations in order to perform certain tasks and provide services to you on our behalf. We will only disclose personal data that is necessary for the performance of the service.
The independent service providers who participate in the provision of the services we offer to you are:
- technology providers that enable the processing of your request.
- providers and partners of services related to logistic, transport and delivery, and/or their partner establishments.
Before sharing personal data, we ensure that all service providers are bound by a contractual obligation and can prove to you that your personal data:
- will remain confidential and protected;
- is only stored for as long as is necessary to perform the service will never be used for purposes other than the performance of the requested service;
- will never be used by said third party for direct marketing purposes unless you consent.
4.8. Overseas transfer of your personal data
Due to the nature of our business, your personal data will be transferred outside the borders of the country in which you are applying. By applying for a visa or any other related service, the personal information that TLScontact collects on behalf of the relevant government or diplomatic mission will be transferred to the Czech Republic. The Czech Republic is included on the list of countries that ensure an adequate level of data protection, which is officially published by the Personal Data Protection Agency. We will never transfer your personal data in an unsafe or insecure way.
To back your visa application with associated services, we will also transfer your personal information within the TLScontact Group to locations inside the European Economic Area (EEA), all of which are included in the list of countries that guarantee a sufficient level of data protection, officially released by the Personal Data Protection Agency.
If we transfer your personal data to other countries whose applicable laws do not offer the same level of data privacy and protection, we will take measures to ensure that an appropriate level of data privacy and protection is provided, in accordance with legal requirements for the international transfer of personal data under Armenian law.