At CompleteIELTS, available at completeielts.com and in the CompleteIELTS Android app, one of our main priorities is the privacy of our visitors. This Privacy Policy document contains types of information that is collected and recorded by CompleteIELTS and how we use it.
1. Information We Collect
We collect information that you provide directly to us when you register for an account or communicate with us. This information may include:
- Personal Information: Name, email address, password.
- Profile Information: Target score, test date, preparation level, country of residence.
- Usage Data: Practice test responses, performance scores, time spent on questions.
- AI Tutor Conversations: If you use the AI Tutor (a premium feature), we process the questions you type and the practice answer you choose to discuss, and we store your conversation history so you can revisit it. See "Information Sharing" and "Data Retention and AI Processing" below for how this data is sent to a third-party AI provider.
- Voice Recordings: Speaking practice records your voice only while you are recording an answer. The browser and the Android app ask for microphone permission first, and you can withdraw it at any time in your browser or phone settings.
- Android App: The app uses the same account and the same data as the website. Study reminders you turn on in the app are scheduled on your phone itself; we do not send them from our servers, and you can turn them off in the app or in your phone's settings.
- Communication Data: Messages you send to us for support or feedback.
- Payment Information: To activate a paid plan, you pay using an offline method (such as a bank transfer or eSewa) and upload a screenshot of your payment confirmation. This payment-proof image is stored in a private, access-restricted storage bucket and is reviewed by an administrator to approve your subscription. We do not operate a card-payment gateway and do not collect or store your credit or debit card numbers.
2. How We Use Your Information
We use the information we collect to:
- Provide, maintain, and improve our services.
- Process your transactions and send you related information, including confirmations and invoices.
- Send you technical notices, updates, security alerts, and support and administrative messages.
- Respond to your comments, questions, and customer service requests.
- Communicate with you about your account, our services, and important service updates.
- Monitor and analyze aggregate usage to maintain and improve the Service.
- Personalize your practice experience based on how you use the Service. We do not serve advertising and do not build advertising profiles.
- Generate AI-powered feedback and scoring for your practice responses.
- Provide interactive tutoring through our AI Tutor feature, which sends your typed questions and the relevant practice answer to a third-party AI provider to generate a response.
3. Information Sharing
We do not share your personal information with third parties except as described in this privacy policy:
- Payment Handling: We do not use a third-party payment processor or payment gateway, and we do not transmit your payment information to any such party. The payment-proof screenshot you upload is stored with our infrastructure provider (see "With Service Providers" below) and is reviewed only by our authorized administrators to confirm and activate your subscription.
- With Service Providers: We may share information with vendors, consultants, and other service providers who need access to such information to carry out work on our behalf. These include our hosting and database providers; Cloudflare Turnstile, which checks that sign-in, sign-up and similar forms are used by a person and not a bot; and Sentry, which receives error reports from the website (technical details about the error, such as the page and browser) so we can fix problems.
- With Third-Party AI Providers: To generate scores, written feedback, speech-to-text transcripts, and AI Tutor responses, we send the relevant text and audio (your written and spoken practice responses and, if you use the AI Tutor, your typed questions together with the practice answer you ask about) to third-party AI providers. These providers may process and store your data on servers located outside your country of residence (an international transfer), and their handling of your data is also governed by each provider's own terms and privacy policies, which we do not control. Our providers may change over time as we improve the Service.
- For Legal Reasons: We may share information if we believe disclosure is in accordance with, or required by, any applicable law, regulation, legal process or governmental request.
- With Your Consent: We may share information with third parties when we have your consent to do so.
4. Data Retention and AI Processing
We retain your personal information only for as long as necessary to fulfill the purposes outlined in this Privacy Policy. Specifically regarding your practice data:
- Audio Recordings, Written Responses & AI Tutor Conversations: Audio files, written practice responses, and AI Tutor messages are sent to and processed by third-party AI providers (see "Information Sharing" above) solely to generate scores, feedback, transcripts, and tutoring responses. This processing may involve transferring your data internationally to the provider's infrastructure, where it is also subject to that provider's own terms. We transmit this data over secure connections, and we do not use your practice responses or tutor conversations to train our own AI models and do not sell your data. We cannot, however, guarantee how each independent third-party provider uses data under its own policies. Stored voice recordings are automatically deleted after 90 days. AI Tutor conversation history is kept until you clear it or delete your account; your scores and written feedback are retained so your progress history stays intact.
- Data Deletion: You may delete your account and associated practice records at any time, from your account settings or as described on our delete your account page. Upon account deletion, your personal data, practice history, and AI Tutor conversations will be permanently removed from our active databases. Payment records are the exception (see the next point).
- Payment Records: Tax law requires us to keep records of payments. When you delete your account, your payment records are archived, not deleted: we keep the amount, currency, plan, dates, review outcome, the note you added and the payment-proof screenshot. They are detached from your account, so our systems no longer link them to your name or email address, although the screenshot itself may still show details such as your name or account number. Only our authorized administrators can see them. We keep them for at least the period tax law requires. They are not deleted automatically when that period ends; after it ends, you can ask us to delete them at privacy@completeielts.com.
- Institute Accounts: If you study through an institute, the institute decides how your data from that institute is used, and we process it on the institute's behalf. When an institute leaves CompleteIELTS, its account is suspended: you can no longer sign in through the institute, and its data is kept for 90 days so the institute can ask for an export or come back. We email the institute's administrators 14 days before the end of that period. After it ends, or sooner if the institute asks in writing, we permanently delete the data from that institute: your practice answers, scores, recordings, study plans, notes and membership. An account the institute created for you is deleted too, unless it also belongs to another institute or appears on a payment record we must keep. An account you created yourself stays yours; only the institute's data is removed from it. We keep the institute's name, its payment records and its credit history for as long as tax law requires, and statistics that do not identify anyone. Institutes act solely as independent data controllers for their student rosters and hold no proprietary rights or copyright over the platform, test content, scoring algorithms, or evaluation systems.
5. Data Security
We realize that security is important to our users, and we take reasonable measures to protect your personal information from loss, theft, misuse, and unauthorized access, disclosure, alteration, and destruction. However, please be aware that no method of transmission over the Internet, or method of electronic storage, is completely secure.
6. Your Rights
Depending on your location, you may have certain rights regarding your personal information, such as the right to access, correct, delete, or restrict the use of your data. To exercise these rights, please contact us at privacy@completeielts.com.
7. Cookies
We use only essential cookies required to sign you in and keep your session secure. We do not use advertising cookies, cross-site tracking, or third-party analytics cookies. Because these cookies are strictly necessary to operate the Service, disabling them in your browser will prevent you from logging in.
8. Children's Privacy
Our Service is not directed to children under 16. By creating an account you confirm that you are at least 16 years old, or that you have the consent of a parent or guardian. We do not knowingly collect personal data from children under 16. If you are a parent or guardian and believe your child has provided us with personal data, please contact us at privacy@completeielts.com and we will delete it.
Students of an institute. An institute may give an account to a student under 16. In that case the institute is responsible for getting the consent of the student's parent or guardian before it creates the account, and requests about that student's data should go to the institute first.
9. Changes to This Policy
We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last updated" date at the top of this policy. You are advised to review this Privacy Policy periodically for any changes.
10. Contact Us
If you have any questions about this Privacy Policy, please contact us at:
Email: privacy@completeielts.com