The small print.In plain English first.

Who this applies to

This policy forms part of the Terms of service. It applies to every practice that uses Lucy Learn and to everyone who uses the service through a practice’s account. Words it uses have the meaning they have in the terms.

Who your practice may email

Lucy Learn is for transactional email: messages a family expects because of their dealings with your practice. You may send email through it only to:

• parents, carers and other contacts of families whose children you teach, or have taught, or who have accepted a place;
• people who have asked you about tuition, about that enquiry; and
• yourself.

What your practice may send

Only email about your dealings with that family: invoices, receipts, payment reminders, sign-in links, paperwork, session arrangements, notes about their child’s sessions, notices about changes to your terms, and replies to their enquiry. You must not use the service to send:

• marketing, newsletters, promotions or offers, including for your own practice, even to families who would welcome them;
• anything to an email address you bought, rented, borrowed, collected from a website or directory, or were given by somebody other than its owner;
• anything to people who have not dealt with your practice, including email addresses from an imported list who are not your families;
• email that pretends to be from somebody else, hides who it is from, or has a misleading subject line;
• links or attachments intended to collect passwords or payment details, or to install software; or
• anything else that UK anti-spam law, including the Privacy and Electronic Communications Regulations 2003, does not allow.

Importing families

You may import the families you already teach, for example when you move from another system. An import is for keeping your records, not for building a mailing list: import only people who are your families, and check their addresses are current before you send to them.

Bounces, complaints and limits

Email providers judge every practice on our service by the mail all of them send, so we watch what happens to each practice’s email:

• An email address that bounces permanently is blocked. Correct the email address before sending to it again; never re-enter it to get around the block.
• If a recipient marks your email as spam, we stop sending to that email address and tell you. Speak to the family before sending to them again.
• Each practice has a daily sending limit, which is lower during the trial. The limit is set well above what a practice of one sends in a normal day. If you need more, write to us.
• If a practice’s bounce or complaint rate rises to a level that puts the service’s email at risk, its email is paused, automatically or by us, until we have looked at why with you.

Using the service generally

You must not use the service to:

• break the law, or help anyone else to, including data protection law;
• hold or send anything that is unlawful, defamatory, discriminatory or harmful to a child;
• upload anything containing a virus or other harmful code;
• try to get into another practice’s data, test or probe the service’s security, or get around a limit or a suspension;
• put an unreasonable load on the service, or copy it, scrape it or access it by automated means other than the features we provide; or
• resell the service or let somebody outside your practice use your account.

Safeguarding

Lucy Learn is not a way to report a safeguarding concern, and email sent through it may be delayed. Follow your safeguarding procedure and contact the right people directly.

If this policy is broken

We may remove content, pause your email, or suspend or end your account, as the Terms of service set out. Where we can, we will tell you first and give you the chance to put it right; where email is already causing harm, we will act first and tell you straight after.

If you think someone is using Lucy Learn to send email they should not, tell us at [email protected]. Include the email, with its headers if you can.