Privacy Notice

TLScontact Azerbaijan Limited Liability Company (hereinafter “TLScontact”, “we”, “us”, “our”), under company number 1701592701 and with its registered office at Demirchi Tower, 3rd Floor, 37 Khojali Avenue, Baku, AZ1025, Azerbaijan, is committed to protecting the privacy and security of the customers who use TLScontact websites and services (hereinafter “Customers”, “you”, “your”).

The purpose of this privacy notice (hereinafter the “Privacy Notice”) is to explain how and why we use your personal data to ensure you remain informed and in control of your information.

TLScontact processes your personal data in compliance with the applicable legal requirements, in particular the Law on Personal Data of 11 May 2010 No. 998-III.

If you have any questions regarding this Privacy Notice or how we use your personal data, please contact our Data Protection Officer:

TLScontact Data Protection OfficerEmail: [email protected]

TLScontact works with governments from around the world to provide visa and consular services to travellers and citizens. Our core business is to operate visa application centres on behalf of government authorities (hereinafter “our Clients”, “Diplomatic mission”).

TLScontact is part of TP, the global leader in outsourced customer and citizen experience management and digital business services.

Your personal data (i.e., any information allowing you to be identified directly or indirectly) is collected on behalf of our Clients (hereinafter the “Clients”) for the provision of visa and/or immigration services, and to perform administrative and non-judgmental tasks related to the aforementioned services (see Section 1 of this Privacy Notice).

Your personal data may also be collected by TLScontact on its own behalf for the provision of specific services (generally related to the aforementioned services), for its business needs, and/or to ensure the security of its premises, employees, and visitors (see Section 2 of this Privacy Notice).

Our Clients are the data controllers within the meaning of applicable data protection laws. TLScontact may act either as a data controller or a data processor depending on the nature of the service or processing concerned. When acting as a data processor, TLScontact collects and processes personal data solely on behalf of, and in accordance with the instructions of, its Clients.

1.1. How do we collect your personal data?

We obtain personal data about you when you use our services to apply for a visa.

Representatives may submit personal data about you on your behalf. We will always verify and validate any individuals claiming to be your representative before accepting any information about you.

1.2. What do we collect?

We will only collect personal data required by our Clients to submit a visa application or provide a related service. The type and categories of personal data that we collect depend on the visa/service you are applying for.

We collect the following categories of personal data:

• Personal details: name, nationality, gender, travel document details (e.g., passport or ID), email address, telephone number, marital status, postal address, place and date of birth, photographs.
• Sensitive personal data: health-related information, biometric data (fingerprints, digital face image), records of criminal activities, legal proceedings.
• Personal details of related individuals: children, parents, spouse, inviting party details, etc.
• Business/Education: business or employment activities, student activities, employer/student contact details.
• Financial data: payment card details, bank account details, national insurance details, proof of salary, taxes.
• Electronic media data: video and audio recordings.

This list may vary depending on the Client. If you want to know exactly what personal data will be collected for your visa request, please contact the relevant Diplomatic Mission.

1.3. How is your personal data used?

We will never sell your personal data or use it in any way without your direct knowledge. We only use your personal data on behalf of our Client and according to its instructions to process your visa application.

We may use your personal data to:

• Validate your identity;
• Book an appointment at one of our Visa Application Centres (VAC);
• Assist you with your visa or other application;
• Carry out further verification procedures related to your application;
• Enable you to track your application progress;
• Perform our obligations under our mandate from our Clients;
• Send you communications and notifications concerning the status of your chosen service.

Such data processing is based on the execution of the contract between TLScontact and its Client, and compliance with legal obligations.

For more information about the purposes of data processing carried out on behalf of our Clients, please contact the relevant Diplomatic Mission.

1.4. How long do we store personal data?

We keep your personal data in accordance with our legal obligations and our Client’s instructions. In most cases, we do not retain personal data once the visa application process is complete.

We will hold your personal information only for as long as is necessary to provide the service.

For more information about how long the Client retains your personal data, please contact the relevant Diplomatic Mission.

1.5. Who has access to your personal data?

TLScontact and TP Group companies: We may share your personal data within TLScontact and TP Group companies where it is necessary to process your requests and deliver the relevant services.

Government Authorities and Diplomatic Missions: Your personal data will be sent to the relevant Diplomatic Mission, which acts as the data controller. They may share your data with governmental, regulatory, or enforcement authorities for legal purposes, including crime or terrorism prevention. TLScontact cannot control how your data is used by these authorities. We strongly recommend reviewing the privacy notice of the relevant Diplomatic Mission.

Third parties for legal reasons: We may disclose your personal data to comply with legal obligations or respond to government agency requests, including law enforcement or other public authorities (which may include authorities outside your country of residence).

Third-party service providers working on our behalf: We may share your data with third-party service providers, subcontractors, or associated organizations for task execution and service provision. These include:

• Technological service providers for application processing;
• Logistics, transport, and delivery service providers and partners.

All service providers are contractually required to ensure that your personal data:

• Is kept secure and confidential;
• Is stored only as long as required for processing the service;
• Is used solely for the requested service and not for other purposes, including marketing (unless you have explicitly consented).

Other third parties: To monitor service quality, prevent human trafficking, and protect vulnerable individuals, our Government Clients may request access to real-time footage of activities in our Visa Application Centres.

1.6. Overseas transfer of your personal data

Due to the nature of our business, your personal data may be transferred across borders. By applying for a visa or related service, your personal data will be transferred to the destination country or relevant Government Authority.

We comply with all applicable legal requirements concerning the international transfer of personal data.

2.1. How do we collect your personal data?

We obtain personal data about you when you come to our Visa Application Centre (VAC) as a visitor, when you use some of our additional services, and/or when you visit our website.

2.2. What do we collect?

We will use, store, or otherwise process your personal data in accordance with this Privacy Notice, including:

• Personal details: name, email address, telephone number, postal address, etc.
• Financial data: payment details.
• CCTV images: for general surveillance purposes.

When we collect personal data through forms, including electronic forms, mandatory fields will be marked with an asterisk (*). Failure to provide required information may prevent access to our services.

2.3. How is your personal data used?

We will never sell your personal data or use it without your direct knowledge.

We may use your personal data to:

• Provide additional services requested by you, either directly by TLScontact or by trusted partners (related or unrelated to the visa application), and process payments;
• Ensure the security of TLScontact’s employees, visitors, customers, and premises;
• Respond to inquiries or resolve disputes related to TLScontact services;
• Request feedback to improve service quality (you may withdraw your consent at any time via the Feedback and Complaints page or by contacting our Data Privacy Officer);
• Send marketing communications (with your consent). We do not share your data with third parties for marketing unless explicitly consented. You can withdraw this consent anytime online where applicable.

Legal bases for processing your personal data:

• Consent: For providing services, handling inquiries or claims, and processing payments.
• Legitimate interest: For handling inquiries not linked to a service, requesting feedback, and ensuring site/personal security—balanced with your rights and interests.
• Legal obligation: When required to comply with statutory or regulatory duties.

2.4. How long do we store personal data?

We regularly review our data retention policies. We store personal data only for the duration necessary to fulfil its processing purpose. For example:

• During the service period or visit to our premises;
• Up to 1 month for CCTV footage;
• Up to 1 year from your last contact for marketing communications, if permitted by local law.

In some cases, we may retain data longer to meet legal obligations or applicable limitation periods.

2.5. Who has access to your personal data?

TLScontact Group and TP Group: Your personal data may be shared within these groups where necessary to process requests, deliver services, or gather feedback.

Third parties for legal reasons: We may share your personal data to:

• Comply with legal obligations and respond to requests from public authorities (including cross-border authorities);
• Facilitate business transitions (e.g., merger, sale, restructure, bankruptcy);
• Protect the rights, systems, services, or users of TLScontact.

Third-party service providers working on our behalf: We may share personal data with service providers, subcontractors, and affiliated organizations only as necessary to deliver the requested services, including:

• Technology providers supporting application processing;
• Logistics, transport, and delivery service providers and partners.

All providers are contractually obligated to ensure your personal data:

• Is kept secure and confidential;
• Is stored only as long as necessary for the service;
• Is never used for any other purpose without your consent;
• Is never used for marketing unless you’ve explicitly consented.

2.6. Overseas transfer of your personal data

Due to the nature of our business, your personal data may be transferred outside your country of residence. By applying for a visa or related service, your personal information will be transmitted to the relevant country or Government Authority.

We comply with all applicable legal requirements governing international data transfers.

Your Rights Regarding Personal Data

We want to ensure that you remain in control of your personal data. Part of this is making sure you understand your rights, which include the following:

• Access: The right to access your personal data and obtain a copy of the data we currently hold.
• Rectify: The right to have inaccurate or incomplete personal data rectified.
• Erase: The right to have your data erased. Please note, this is not an absolute right and TLScontact may retain certain data where legally or legitimately required.
• Restrict: In certain circumstances, you may have the right to restrict the processing of your personal data.
• Object: The right to object to the processing of your personal data for direct marketing purposes or in other specific cases in accordance with local law.
• Withdraw: You may withdraw your consent at any time for the processing of your personal data by submitting a Subject Access Request as described in this Notice. Please note that withdrawing consent or not providing necessary personal data may impact or prevent the processing of services you have requested or are currently receiving.
• Automated decision-making: You have the right not to be subject to a decision based solely on automated processing that produces legal effects or significantly affects you.

To exercise your rights concerning your personal data, you may:

• Contact us directly or through the Feedback and Complaints page;
• Fill in the short request form and choose the “Personal Data Request” category in the “Reason for contact” field;
• Contact the relevant Diplomatic Mission if the request concerns your visa or immigration application.

All requests are free of charge.

When a request is submitted to TLScontact, we will send you an acknowledgment and will process your request or transfer it to our Client without undue delay. We or our Client may contact you to clarify the request, gather additional information, or verify your identity before taking action.

If you believe your rights have been impacted, you may contact our Data Protection Officer.

You also have the right to lodge a complaint with the supervisory authority in your country. For Azerbaijan, contact information is available on the Ministry of Digital Development and Transport website:https://mincom.gov.az/en

“Profiling” means any form of automated processing of personal data consisting of the use of personal data to evaluate certain personal aspects relating to a natural person—particularly to analyze or predict aspects concerning that person’s performance at work, economic situation, health, personal preferences, interests, reliability, behaviour, location, or movements.

To offer you personalized services, we may use profiling based on the information you have provided to us, such as your age or location. We consider that we have a legitimate interest to conduct this profiling, as it is beneficial to you—it enhances your user experience and improves access to additional services tailored to your characteristics.

The aforementioned Data Controllers (i.e., our Clients such as Diplomatic Missions) may also use profiling in the context of visa or immigration processes.

For more information about the potential use of profiling by the Client, please contact the relevant Diplomatic Mission.

Our website may contain links to other websites. Please note that we are not responsible for the content, accuracy, or functionality of any of those external websites.

If an external website requests personal data from you (e.g., in connection with ordering goods or services), the data you provide will not be covered by this Privacy Notice. We strongly recommend that you read the privacy notice of any third-party website before submitting any personal information.

When purchasing goods or services from any business linked from our website, please be aware that you are entering into a contract with that third party—under their terms and conditions—not with TLScontact.

We may amend this Privacy Notice from time to time to ensure it remains accurate and up to date, reflecting how and why we use your personal data. The current version of the Privacy Notice will always be available on our website.

In the event of any material changes, we will inform you using appropriate means.

Privacy Notice last updated: January 15, 2025