Privacy policy and terms 

Privacy Policy

We respect your privacy and are committed to protecting your Personal Data when you use our website (www.teltel.io and www.teltel.lv) including any mobile or a device-specific version of the website (together the “Website”) or any other products or services we provide, including our official representations on social media. We refer to all of these products, together with our other services and Website as “Services” in this Policy.

This Privacy Policy (“Privacy Policy” or “Policy”) sets out how we collect, use and look after your Personal Data when you access our Website, and tells you about your privacy rights.


Let’s get oriented

While providing Services to our customers and processing Personal Data, we act as either the Controller or the Processor, depending on the situation.


We act as a Processor

In cases where our customers use our communications platform, they are able to interact with and contact end users via different communication channels. We only distribute these communications through communications providers.

In such cases, we act as a Processor, in the meaning of the applicable Data Protection Legislation, since we process Personal Data of end users on behalf of our customers only. This means that our customers remain Controllers for the Personal Data of their end users. We only process Personal Data as strictly necessary for the provision of Services and according to customer’s instructions. We never determine our own purposes and means of the end users’ Personal Data processing. 

This Policy does not apply to us when we process the end user’s Personal Data in the role of a Processor on behalf of our customers.


We act as a Controller

In cases, we determine the purposes and means of the processing, i.e. why and how the processing is carried out, and when we do not act not on behalf of someone else, we are considered a Data Controller.

For example, when we process Personal Data of our customers, including their representatives, employees, officers, agents, shareholders we usually act as a Controller of Personal Data.

In such situations, we are committed to processing Personal Data as described in this Privacy Policy.

Any references to “you” and “your” include all individuals whose Personal Data we collect, hold and process as a Data Controller in the course of providing Services.


Our contact details

TelTel SIA (registration number: 40103143723) is a Controller in respect of your Personal Data as it relates to your use of the Website and Services.

Any references in this document to “we”, “us” or “our” are references to TelTel SIA only.

Email address: info@teltel.io

Below, you can find the information on what Personal Data we collect or you provide to us when interacting with us or when using our services. We have grouped all the Personal Data you usually provide to us in the following groups.


Account Data

When you create an account, you provide us with the personal information that includes first name, last name and log in details (username, password, API token).When we do business with organizations, we additionally collect professional or employment information such as information about the position of their representatives and other personnel that will be our contact points.

Contact Data

When you create an account, request a demo or subscribe to our newsletter, you provide us with an email address and/or telephone number. When we do business with organizations, we may collect such Personal Data about their representatives and other personnel that will be our contact points.

Regulatory Data

Records of registration of your organization with any applicable regulatory authority, regulated status and any regulatory references, such as:Name and type of business entity, registration number, country of incorporation, governed jurisdiction, address of registration, phone number, official website;Name, title, phone number and email address of authorized signatory;Name, phone number and email address of main financial contact.

Payment Data

Once you register your account and use our Services, we collect your payment details, billing address, balance on the Website, payment history on the Website, receipts or other documents confirming successful payments uploaded by you on the Website, and any other payment data depending on the jurisdiction and payment method used.

Traffic Data

When you use our Services, we collect information necessary for the conveyance of communication exchanged by using our Services. For example, routing data, country, type, duration, date and time of the communication, and other communication and traffic metadata, depending on the Services provided.When we process Traffic Data, we act as a Processor in many respects, but we may act as a Controller in others. For example, as a Controller, we may need to use certain Traffic Data for billing purposes, reconciling invoices with telecommunications carriers, etc.

Customer Content Data

This includes end user’s names, telephone numbers, email addresses and other data related to end users received from customers directly or generated during the provision of Services.When we process Customer Content Data, we generally act as a Processor on behalf of our customers and according to their instructions.

Log in Data

Log in Data includes internet protocol (IP) address, information on your usage, routing information, time zone, logs on your activity generated while using our Services.

Usage Data

We collect information about how you use the Website, pages visited, time spent, features used, etc.


Information we collect through cookies

We collect information using cookies to enhance Website navigation, analyze Website usage, and assist in our marketing efforts. We make available a comprehensive Cookie Policy that describes the cookies used on the Website and provides information on how you can accept or reject them. To view this policy, just click here.


Information we collect from social media platforms and through messengers

When you contact us through social media platforms or messengers, you should review the privacy policy of those services carefully in order to understand how they share your Personal Data with third parties.


Social media platforms

We collect information about you when you contact us through your account on a social media platform such as Facebook, for various purposes (such as to contact us for information). We also collect information about you if you chose to interact with our content and pages available on our official representation on a social media platform.

Messengers

When you communicate with us via a platform that enables real-time text transmission (“messenger”) such as WhatsApp, Facebook Messenger, we collect information about you, date, time and content of the communication.


Special Category of Personal Data

We do not collect any Special Category of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data) in the general course of business. Nor do we collect any information about criminal convictions and offences. However, from our experience, we may not exclude that you, at your own discretion, send us such data in communication with us, or that such data otherwise becomes available to us in the course of providing Services to our customers.


What happens if you do not give us your data?

You are under no obligation to provide Personal Data to us. However, certain Personal Data are mandatory for the provision of Services. Where we ask you to provide Personal Data to us on a mandatory basis, we will inform you of this at the time of collection and in the event, that particular information is required by the contract or statute, this will be indicated. 

Failure to provide any mandatory information will mean that we cannot carry out certain processes. For example, if you do not provide us with your name, we will not be able to enter into a contract with you.


How we use your personal information

In the table below, you can find the purposes of the processing of your Personal Data and the legal bases for such processing. We also provide you with information on our or third parties’ legitimate interests. Please note that we may process your Personal Data for more than one lawful bases depending on the specific purpose. If you need more details, please contact us.


Purpose

Data category

Legal bases

To set up and administer your account on the Website

Account DataRegulatory DataContact DataLog in Data

If our customer is a natural person: entering into and performing a contract, if our customer is a legal person: legitimate interests (providing our Services to your organization)

To provide our Services

Account DataRegulatory DataPayment DataTraffic DataCustomer Content Data

If our customer is a natural person: entering into and performing a contract, if our customer is a legal person: legitimate interests (providing our Services to your organization)ContractLegitimate interests (e.g. to manage traffic with the purpose of transmitting communications toward or from communication networks)

To process and manage payment transactions

Account DataRegulatory DataPayment Data

If our customer is a natural person: entering into and performing a contract, if our customer is a legal person: legitimate interests (providing our Services to your organization)Contract

To manage our relationship with you and exercise our rights and fulfil our obligations arising from the relationship that with you or your organization

Account DataRegulatory DataContact DataCustomer Content Data

If our customer is a natural person: entering into and performing a contract, if our customer is a legal person: legitimate interests (providing our Services to your organization)Legitimate interests (e.g. for the establishment, exercise or defense of legal claims)

To establish and investigate any suspicious behavior in order to protect you and our business from fraud and other illegal activities

Traffic DataCustomer Content DataLog in Data

Legitimate interests (e.g., detection of spam, prevention of fraud)

To maintain information security, including troubleshooting, hosting data, preventing unauthorized access to electronic communications networks and ensuring the safety, security and integrity of our Website and Services

Account DataTraffic DataLog in DataUsage Data

Legal obligations (for instance, to implement appropriate technical and organizational security measures)Legal obligations (for instance, to implement appropriate technical and organizational security measures)Legitimate interests (e.g. to protect the security of our system)

To provide technical and customer support

Contact DataTraffic DataLog in Data

Legitimate interests (for instance, to deal with your service requests and respond to communications)

To suggest and provide relevant information about our products and Services

Contact DataTraffic DataUsage Data

Legitimate interests (e.g., to promote our Services, to enhance relationship with you, etc.)

To deliver marketing communications to you across various platforms, such as email, text messaging, push notification or otherwise

Contact DataUsage Data

Consent

To improve our Website, Services, marketing campaigns and your experience

Traffic DataLog in DataUsage Data

Legitimate interests (for example, to develop our product and Services and to grow our business)


When and how we share information with others

We may share your information with third parties, who may act as both Controllers and Processors in respect of your Personal Data, and solely for the purposes explained in the Section “How we use your personal information”.


Sharing Personal Data with third-party service providers and partners

We may engage trusted third parties to process your information to provide us with services. We enter into a contract with them to ensure that the level of protection of your Personal Data is not undermined. They will only use the Personal Data as described in this Privacy Policy.


Telecom operators and other communications providers

To set up the proper routing and connectivity and to distribute communications that our customers send to their end users, we engage telecom operators and other communications providers.

Anti-spam and anti-fraud service provides

In order to comply with legal requirements, we use service providers to detect and prevent spam and fraud while using our Services.

Data storage services

Personal information we collect from you is stored in one or more databases hosted by third parties located in the European Union.

Third-party service and technology providers

Depending on the Services delivered, we engage third-party service and technology providers to perform specific actions on our behalf (for example, for automatic speech recognition).

Analytics

We use analytic services to collect details of the Website use, including, but not limited to location data, IP address, device information, etc.


Sharing your Personal Data with statutory authorities

We will share personal information when we believe it is required, such as:

  • To comply with legal obligations and respond to requests from government agencies;
  • To protect our rights, users, systems, and Services.


Sharing your Personal Data in other circumstances

In addition to the disclosures for the purposes identified before, we may disclose information:

  • 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);
  • When we have your consent. We will ask for your consent before the sharing of your data for a purpose that is not covered in this Privacy Policy.


International transfers

As a multinational business, we engage service providers and advisers from different countries, including countries outside the European Economic Area (“EEA”). Countries outside the EEA do not always have strong data protection laws. Where we transfer personal information from the EEA to other countries in which applicable laws do not offer the same level of data privacy protection as in the EEA, we take measures to provide an appropriate level of data privacy protection:

  • We may transfer Personal Data to a third country when the European Commission has decided that such a third country ensures an adequate level of protection. See more details on the European Commission official website;
  • We enter into standard model clauses with our vendors whenever feasible and appropriate. For further details on this safeguard, see European Commission: Standard contractual clauses for data transfers between EU and non-EU countries.


Your rights

Under data protection law, you have rights including:

Right of access

You have the right to ask us for copies of your personal information.

Right to rectification

You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete the information you think is incomplete.

Right to erasure

You have the right to ask us to erase your personal information in certain circumstances.

Right to restriction of processing

You have the right to ask us to restrict the processing of your personal information in certain circumstances.

Right to object to processing

You have the right to object to the processing of your personal information in certain circumstances.

Right to data portability

You have the right to ask that we transfer the personal information you gave us to another organization, or to you, in certain circumstances.


You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you since the day your request is received.

If you wish to make a request, please contact us:

  • By email: [info@TelTel.io];
  • By letter: Lakstigalu 4. Garkalne, Latvia


Your right to complain

If you have any concerns about our use of your personal information, you can make a complaint to us at [info@TelTel.io].

If you are not satisfied with how we manage your Personal Data, you have a right to make a complaint to your local Data Protection Authority.


Data storage and retention

Your Personal Data is stored on the servers of the database management services we engage, located in the EU. We retain data for the duration of the customer’s relationship with us and for a period of time thereafter to fulfil our legal and regulatory obligations or where there are any laws and/or contractual provisions that may be invoked against us by you and/or third parties and if so, what the prescriptive periods for such actions are (for example, when we need to keep Personal Data to defend ourselves against any claims, challenges or other such actions initiated by you and/or third parties).

For more information on where and how long your Personal Data is stored, please contact us at [info@TelTel.io].


What happens when you visit other websites?

Where we provide links to websites of other organizations, this Privacy Policy does not cover how that organization processes personal information. We encourage you to read the privacy policies (notices) on the other websites you visit.

Definitions and legal references

Controller or Data Controller

A company or other legal entity, or an individual (such as a sole trader) which are the main decision-makers – they exercise overall control over the purposes and means of the processing of Personal Data.

Processor

A company or other legal entity, or an individual (such as a sole trader) which process Personal Data on behalf of the Controller.

Personal Data

Any information that relates to an identified or identifiable natural person. Different pieces of information, which are collected together can lead to the identification of a particular person, also constitute Personal Data.

 Special Category of Personal Data

Personal Data revealing details about natural person’s race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about health and genetic and biometric data.

Data Protection Legislation

Any and all data protection and privacy legislation in force in those parts of the world in which the Company operates and/or processes the Personal Data, including but not limited to the Data protection legislation of Estonia and the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (GDPR).

 

Cancellation policy

If you are unhappy with our service and wish to cancel your order or arrange a refund, please email us and we will arrange the cancellation and refund. SIA “TelTel” will arrange a refund in amount you have on Your account (the credit left) under any circumstances You name as a reason to request a refund.

You may request a refund to your bank account any time; we will withhold a fee for a bank transaction according to our bank’s price list for a payment. You may request a credit or debit card refund within 7 days and PayPal refund – within 30 days; such refund transactions will be free of charge.  We will answer to your refund request within 24 hours and You are required to consider refund and come back to us within 48 hours.

Terms of Use

1. Used terms:

Customer - private individual or legal entity that uses the Service
Credit - money paid by the Customer as a prepayment to use the Service.
Force Majeure - the factors that are outside the Operator's control and does not allow the Operator to provide services, including but not limited to: natural disasters, wars, strikes, public nuisance, power disruptions, disturbances of other electronic communications networks, prohibitions of government and municipal institutions, law, actions of third parties.
Operator - Service provider "TelTel" SIA (limited liability company), registration number 40103143723, legal address: Lakstigalu iela 4, Garkalne, Garkalnes nov. LV-2137
Service - prepaid international call service, for which valid tariffs (available at www.teltel.io and www.teltel.lv) are applied.

2. General terms

2.1. The Terms define relationship between the Operator and the Customer, including order of connection, delivery and termination of the Service, payment for the Service, and order of submission and prevention of complaints.
2.2. The Terms are binding for the Operator and the Customer from the moment the Customer starts to use the Service, unless the Operator and the Customer has not agreed in writing for other terms.
2.3. The Operator has the right to amend the Terms unilaterally. The valid Terms are publicly available at the Operator’s website www.teltel.io and www.teltel.lv.
2.4. To use the Service it is not required to enter into a written contract between the Customer and the Operator, but this possibility exists as an individual solution at the Customer’s initiative.
2.5. The Customer is eligible to apply for Latvian fixed public numbers, for free or for additional cost. These numbers are regulated by the Law on Electronic Communications. 

3. Order of connection, delivery and termination of the Service

3.1. To start using the Service, the Customer must register in a system at www.teltel.io and www.teltel.lv. After the registration the Customer receives by e-mail a username and a password to access the system. The Customer agrees not to disclose the username and password to third parties.
3.2. The Customer is entitled at any time to terminate the use of the Service and ask to return the paid-in but unused Credit by sending a request to the Operator's e-mail :info@TelTel.io.
3.3. The Operator is entitled to restrict or terminate the delivery of the Service to the Customer:
3.3.1. if the Customer uses the Service without obeying the Terms or the law of the Republic of Latvia;
3.3.2. if the Customer uses the Service for activities that interfere with the operations of the network and/or provision of the Service to other users;
3.3.2. because of the Force Majeure - for a time until the Force Majeure stops or the consequences of the Force Majeure are eliminated.

4. Payment for the Service

4.1. To start using the Service, the Customer shall pay in the Credit in an amount the Customer plans to make calls, considering the current tariff plan, published at the Operator's website www.teltel.io and www.teltel.lv.
4.2. The Customer's account with the Credit is activated within 12 (twelve) hours from the moment the Credit is paid in, but usually – within one hour.

5. Order of connection, delivery and termination of the Service

5.1. The Customer may submit a complaint about the Service to the Operator using the contacts (e-mail, phone number) at the Operator's website www.teltel.io and www.teltel.lv.
5.2. The submitted complaints, as far as their solutions depend on the Operator, are processed within two days from the moment the complaints are submitted, during business days from 9-18.