At CompletePTE, accessible from completepte.com, 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 CompletePTE and how we use it. CompletePTE is operated by Nikolavinci Technology And Business Private Limited, Kathmandu, Nepal, which is the data controller for your personal information.
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.
- Complete AI Tutor Conversations: If you use the Complete 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 Complete AI processes this data.
- How You Found Us: When you sign up, we record how you found us (for example the campaign link or website you came from) so we know which channels help students. This is stored with your account and deleted with it. We do not use tracking cookies for this.
- 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 practice scores and feedback for your responses with Complete AI, our evaluation system.
- Provide interactive tutoring through the Complete AI tutor, which processes your typed questions and the relevant practice answer 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.
- For Complete AI Processing: Scores, written feedback, speech-to-text transcripts, and tutor responses are produced by Complete AI, our evaluation system. Complete AI uses carefully selected service providers acting on our behalf under contract. To produce these results, the relevant text and audio (your written and spoken practice responses, and, if you use the Complete AI tutor, your typed questions together with the practice answer you ask about) is sent to those service providers. They 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 their own terms and privacy policies. The service providers we use 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. Subprocessors
These are the service providers who process data on our behalf as described in "Information Sharing" above. We review this list before adding or removing a provider.
- Supabase: database, authentication, and file storage.
- Vercel: application hosting.
- Complete AI service providers: carefully selected providers acting on our behalf under contract, which Complete AI uses to score your practice responses, write feedback, transcribe your spoken responses for speaking scores, and generate tutor responses. Which provider handles a given request may change over time as we route for quality, cost, and availability.
- Cloudflare (Turnstile): bot/abuse prevention on sign-up and sign-in.
- ZeptoMail: transactional email delivery (verification, receipts, notifications).
- Upstash: rate-limiting infrastructure (does not store personal content).
5. 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 & Tutor Conversations: Audio files, written practice responses, and Complete AI tutor messages are processed by Complete AI, our evaluation system, and by the service providers it uses on our behalf under contract (see "Information Sharing" above), solely to generate scores, feedback, transcripts, and tutoring responses. This processing may involve transferring your data internationally to a service 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 service provider uses data under its own policies. Stored voice recordings are automatically deleted after 90 days. Complete 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 request the deletion of your account and associated practice records at any time. Upon account deletion, your personal data, practice history, and Complete 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 financial records, so we keep them for the tax period. 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 (usually your transaction reference) and the payment-proof screenshot. A payment still waiting for review is kept too, so we can check whether the money arrived and refund it. The records 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. They are not deleted automatically when the tax period ends; after it ends, you can ask us to delete them at privacy@completepte.com.
6. Data Retention and Ownership for Institute Accounts
If you study through an institute (a school or coaching center that uses CompletePTE for its students), the institute's account can be suspended, for example when its agreement ends. Institutes, partner organizations, and tenant accounts do not hold copyright, proprietary rights, or ownership in the platform, its websites, practice questions, scoring algorithms, evaluation models, or underlying platform data; all such intellectual property and materials remain exclusively with CompletePTE.
- Suspended institutes: Administrative configurations and student enrollment rosters associated with a suspended institute are kept for 90 days so the institute can be reactivated or receive an administrative export of its membership roster. After 90 days, or sooner if the institute asks us in writing, institute-managed student and staff accounts are removed or anonymised. If you joined the institute with your own independent CompletePTE account, you keep your personal account and practice history; only your membership in the institute and the institute's internal coaching notes about you are removed.
- Financial records: Payment, invoice, credit and referral records, including uploaded payment-proof images, are kept for as long as tax and accounting law requires, with other personal details removed where the law allows.
- Your own account: You can request deletion of your own account at any time, whether or not you study through an institute. Delete it from Settings, or contact privacy@completepte.com.
7. Our mobile apps
The CompletePTE apps for Android and iPhone use the same account, practice and scoring as the website, and this policy covers them too. A few things work differently on a phone:
- Microphone: The app asks for the microphone only to record your answers to speaking tasks. It records only while a speaking task is recording, and you can turn the permission off in your phone's settings at any time.
- Recordings waiting to be sent: If your phone is offline when you finish a speaking answer, the recording stays on your phone until it can be sent, for up to 7 days. After that it is deleted from the phone. Once sent, it is processed and kept exactly as on the website (see "Data Retention and AI Processing" above).
- Crash and diagnostic reports: When the app hits an error, it sends us a short report with the error message, the app version and the type of phone, so we can fix it. Personal details are removed from the report on your phone first, and it never includes your answers, recordings or messages. Apple and Google may also give us their own crash reports, under their terms.
- Reminders: Practice reminders are scheduled on your phone itself, not sent from our servers. They are off until you turn them on, and you can turn them off at any time.
- One phone at a time: Your account can be signed in on one phone at a time. Signing in on another phone signs the first one out. The website is not affected.
- Exam date and target score: If you enter your exam date and target score in the app, we store them with your account, the same as on the website, to plan your practice and show your progress.
- Deleting your account: You can delete your account in the app (Account, then Delete account) or on the website in Settings. Deleting it in either place deletes it everywhere, as described in "Data Retention and AI Processing" above.
8. 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.
9. 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. You can download your data or delete your account from Settings. For other requests, contact privacy@completepte.com.
10. 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.
We also keep a small note in your browser tab (session storage, not a cookie) of the link or website that brought you here, so it can be saved with your account if you sign up. It is deleted when you close the tab, is never sent anywhere unless you sign up, and is not kept at all if you decline cookies.
11. 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@completepte.com and we will delete it.
12. 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.
13. Contact Us
If you have any questions about this Privacy Policy, please contact us at:
Email: privacy@completepte.com