Your privacy at NOVENO
NOVENO respects your privacy and takes particular care when handling information about children and young people. This notice explains what we collect, why we need it, how we protect it and the choices you have.
Last updated: 25 September 2026
Who is responsible for your information?
NOVENO is the data controller for personal information collected through this website and its services. This means NOVENO decides how and why that information is used. You can contact NOVENO through the website contact form with any privacy question or request.
A simple summary for learners
We only ask for information that helps us provide learning, tutoring and support. We do not sell your information. We do not use it for advertising. Only authorised people and carefully selected service providers can use it for the purposes explained here. If you are unsure about anything, ask a parent, carer or trusted adult, or contact NOVENO.
Information we collect
When you make an enquiry, we may collect your name, email address, optional telephone number, enquiry type, course or audience and message. If you create a learning account, we may also collect your profile details, selected course, learning progress, practice answers, study tasks, tutoring requests and account activity. Please do not include sensitive personal information about yourself or another pupil unless NOVENO has specifically asked for it and explained why it is needed.
Why we use your information
We use personal information to answer enquiries; provide and administer tutoring, learning accounts and digital resources; record progress and preferences; arrange bookings; manage purchases; provide customer support; keep the service secure; prevent misuse; meet legal and financial obligations; and improve the reliability of the service. We do not use learner information for targeted advertising.
Our lawful reasons for using it
Depending on the activity, NOVENO uses personal information because it is needed to take steps towards or fulfil a contract, because there is a legal obligation, or because NOVENO has a legitimate interest in operating a safe and effective education service. Where consent is the appropriate basis, it will be requested clearly and can be withdrawn. Withdrawing consent does not affect use that was lawful before it was withdrawn.
Children and young people
NOVENO is designed with learners in mind. Privacy information and choices should be clear enough for young people to understand, and privacy-protective settings are used by default. A parent or carer may make an enquiry for a learner. Access to a learner’s progress requires a learner-approved linking code and can be removed. Schools should avoid sending unnecessary or sensitive pupil information through general enquiry forms.
Tutoring and school services
Information supplied for tutoring or school support is used to understand the requested service, contact the appropriate adult or organisation, arrange delivery and maintain necessary service records. Safeguarding concerns may require NOVENO to retain or share relevant information where this is necessary to protect a child or another person or to meet a legal obligation.
AI Study Coach
The current guided Study Coach uses prepared learning content. If a live AI service is introduced, NOVENO will explain the provider and data use before launch. A learner’s question and limited conversation context may then be sent securely to that provider to generate a response. Learners must not enter names, contact details, school details or other sensitive personal information into the Study Coach. AI conversations will not be used for targeted advertising.
Payments and Stripe
Online payments are not currently active. When Stripe checkout is introduced, payment and purchase information will be sent securely to Stripe so that it can process the transaction and help prevent fraud. NOVENO will not receive or store full payment-card details, but will retain the transaction information needed to manage the purchase, provide support, issue refunds and maintain financial records. This notice will be updated when checkout launches.
Who we share information with
Information is available only to authorised NOVENO personnel and service providers that are needed to operate the service, such as website hosting, secure sign-in, communications, payment processing when enabled and the AI provider if live AI is enabled. Providers must handle information securely and only for the agreed purpose. NOVENO may also disclose information where required by law, for safeguarding, or to establish or defend legal rights. We do not sell personal information.
International data transfers
Some technology providers may process information outside the United Kingdom. Where this happens, NOVENO will use providers and safeguards recognised under UK data-protection law, such as adequacy regulations or approved contractual protections. Further information about a relevant safeguard can be requested through the contact form.
How long we keep information
General enquiries are normally kept for up to 12 months after the last contact. Learning-account information is kept while the account is active and is normally deleted or anonymised within 24 months after the account becomes inactive. Booking, purchase and financial records may be retained for up to six years where needed for tax, accounting or legal purposes. Information may be kept longer where required for safeguarding, a dispute or another legal obligation.
How we protect information
NOVENO limits access to authorised users, uses secure hosting and sign-in controls, and separates public enquiries from signed-in learning records. Reasonable technical and organisational safeguards are used to prevent accidental loss, unauthorised access, alteration or disclosure. No online service can promise absolute security, so users should protect their sign-in details and contact NOVENO if they suspect a problem.
Your rights
UK data-protection law may give you the right to ask for a copy of your personal information; correct inaccurate information; request deletion or restriction; object to certain uses; receive certain information in a portable format; or withdraw consent. These rights depend on the circumstances and may have lawful exceptions. NOVENO may need to confirm your identity before completing a request. A parent or representative may act for a learner where they have appropriate authority.
Questions, requests and complaints
Use the contact form to ask a privacy question or exercise a data-protection right. NOVENO will respond as soon as reasonably possible and normally within one month. If you are unhappy with the response, you can complain to the Information Commissioner’s Office at ico.org.uk or by telephone on 0303 123 1113.
Changes to this notice
This notice will be reviewed as NOVENO develops. Material changes—particularly the launch of Stripe payments, live AI, new analytics or additional account features—will be reflected here, and an updated date will be shown.