Privacy Policy

Last updated: 2026-08-29

This policy explains what personal data 11+ Help ("we", "us") collects, why, how long we keep it, and the rights you and your child have. 11+ Help is operated by 11+ Help, [registered address — to be added], ICO registration [ICO registration — to be added]. Questions: [contact email — to be added].

Who the service is for

11+ Help is bought and managed by a parent or guardian. A child uses it under that adult's account. We design to the ICO Age-Appropriate Design Code: data minimisation by default, no behavioural advertising, no unnecessary profiling.

What we collect

Parent account

• Email address (sign-in, transactional email).
• Display name (optional).
• Report-frequency preference and marketing opt-in (default off).
• Authentication metadata from your chosen sign-in method (e.g. Google account identifier if you use "Continue with Google"). We never receive your Google password.
• Payment records held by our processors (Stripe, PayPal). We store only a customer/subscription identifier and plan status — never card numbers.

Child profile — deliberately minimal:

• A nickname (not required to be a real name).
• School year and target entry year; optionally an exam date.
• One or more target schools chosen from our list.

We do not collect a child's date of birth, home address, real school, photo, or any special-category data.

Learning data generated in use: answers submitted, scores, time on task, XP / streaks, the mistake book, and chat messages sent to the "Ask the Tutor" feature.

Technical data: a single strictly-necessary session cookie (see the Cookie Policy), and server logs (IP address, request metadata) kept for security and retained for up to 30 days.

Why we can use it (lawful bases)

• Contract — running the account, delivering practice, mocks, worksheets and reports you asked for.
• Legitimate interests — service security, abuse prevention, and improving question quality (using aggregated, non-identifying data).
• Consent — marketing email (opt-in, withdraw any time) and any future non-essential cookies.
• Legal obligation — tax and accounting records for payments.

Ask the Tutor (AI feature)

Premium accounts can use an AI assistant. Messages are sent to our language-model provider (NVIDIA NIM) to generate a reply, grounded in our own researched school database and your child's recent topic performance. Conversations are stored against the child profile so the tutor has context and so you can review them. We instruct the model provider not to train on the content. The assistant is rate-limited, kept on-topic, and never reveals mock-exam answer keys.

Sharing

We share data only with processors acting on our instructions: our hosting and database provider, transactional email provider, payment processors, the AI model provider, and error-monitoring. We do not sell personal data and do not use it for third-party advertising. We may disclose data if required by law.

All processors are bound by data-processing terms. Where data leaves the UK/EEA, transfers rely on adequacy regulations or the UK International Data Transfer Addendum.

Retention

See the Data Deletion & Retention policy for the full table. In summary: active-account data is kept while the account is open; on deletion, child data is archived immediately and permanently erased after 30 days; payment records are kept for 7 years to meet tax law.

Your rights

You can access, correct, export, restrict, or delete your data, and object to processing based on legitimate interests. Tools for the common ones are built in:

• Export: Account → "Download my data (JSON)" returns the whole family record.
• Delete: Account → "Delete my account" — soft-deletes immediately, hard erase after 30 days.

For anything else, email [contact email — to be added]; we respond within one month. You can complain to the ICO (ico.org.uk), though we'd like the chance to help first.

Changes

Material changes are notified by email to account holders before they take effect. The "Last updated" date above always reflects the current version.