HCU Privacy Policy

Website and HCU Mobile app

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1. Who we are and what this policy covers

Hospitality Credit Union (HCU), Saint Lucia, is committed to protecting the privacy of our members and visitors. This policy explains how we handle personal information when you use our website, HCU Mobile app and related online banking services, or contact us about these services.

HCU Mobile is developed by Micro Software Designs Limited (MSD). HCU is responsible for its member services, and MSD provides technology supporting the app. This policy should be read alongside any additional privacy notice provided for a particular HCU product or service.

 

2. Information we handle

The information we handle depends on the service you use. It includes information you provide, information from your HCU account used to provide digital banking, and technical information generated by the service.

• Identity and contact information: Your name, member or account number, telephone number, email address and other details used to identify you, contact you or respond to your request.

• Financial and transaction information: Account balances, transaction history, transfer and bill-payment instructions, payment recipient details, and requests for statements, cheques or letters.

• Authentication information: Login identifiers and information used to register, authenticate access or recover access to digital banking. Never send us your password, PIN or one-time security code by email.

• Correspondence: Information you give us when submitting an enquiry, requesting assistance or making a complaint.

3. How we use information

We use information to verify identity and authorised access; display accounts and transactions; carry out transfers and bill payments; respond to service requests; provide support and service notices; investigate errors and suspicious activity; maintain the service; and meet applicable financial, recordkeeping and regulatory obligations. Information is used only for purposes connected with the services or otherwise explained to you.

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4. When we share information

We disclose information only where needed for the relevant service, where you authorise it, or where disclosure is required or permitted by law. Depending on the service, recipients include:

• MSD and supporting technology providers: For operating and maintaining the app, hosting, technical support and security, subject to appropriate confidentiality and data-handling arrangements.

• Transaction participants and payment providers: To complete a transfer, bill payment or other instruction. A recipient may receive the information needed to identify and reconcile the transaction.

• Professional advisers and authorities: Where necessary for audit, legal advice, fraud investigation, regulatory reporting or a lawful request.

We do not sell personal and sensitive information obtained through HCU Mobile.

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5. How information is protected

We use reasonable organisational, technical and physical measures to protect information against unauthorised access, use, alteration, disclosure and loss. Access is limited to people and service providers who need information for authorised purposes.

Our public website uses HTTPS to encrypt information transmitted between your browser and the website. Online banking and the mobile app operate through separate systems.We also maintain physical, electronic and procedural safeguards that meet required standards to protect your personal information from unauthorized use.  This includes the use of AES-256 / TLS 1.2 or higher encryption browser, installation of firewalls, monitoring of our systems and other security enhancements.

No internet service can guarantee absolute security. Protect your device and login details, and contact HCU promptly if you suspect unauthorised access.

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6. Device permissions cookies and preferences

Where a feature requires a device permission, the app should explain its purpose and request permission before accessing the protected information. You can manage permissions through your device settings; declining a permission may prevent the related feature from working.

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7. Where information is processed

Your information is stored and processed via the HCU server MSD system in St Lucia.

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8. Retention and deletion of information

We retain information for the period necessary to provide the relevant services and satisfy applicable recordkeeping, regulatory, security and dispute-resolution requirements. When it is no longer needed, information is securely deleted or anonymised as appropriate.

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9. Requesting app account and data deletion

You can request deletion of your HCU Mobile account and associated data by emailing sluhoscu@sluhoscu.com with the subject “HCU Mobile account deletion request”. Include your name and a contact method so that we can verify your identity. Do not send your password, PIN or one-time security code. You may also contact our branch for assistance.

We will verify the request and explain what will be deleted, what must be retained, why it is retained, and for how long. An app account deletion request concerns digital banking access and its associated data. It does not automatically close your underlying credit union membership, financial accounts or loans, or cancel a financial obligation. Underlying financial records are retained only where necessary for legitimate purposes such as regulatory compliance, security or fraud prevention.

We will delete associated app data that is not required for a legitimate retention purpose. Merely disabling access is not the same as deleting an app account and its eligible associated data.

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10. Access correction and service choices

Contact HCU if you want to review or correct information we hold about you, raise a privacy concern, or discuss a deletion request. We may need to verify your identity before releasing or changing information. Requests are considered subject to applicable requirements and the nature of the records involved.

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11. Changes to this policy

We may update this policy as services, information practices or requirements change. Revisions will show an updated effective date, with additional notice where required. Third-party websites have their own privacy policies.

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12. Contact HCU about privacy

Privacy enquiries: General Manager
Corner of Brazil and Bourbon Streets, Castries, Saint Lucia
Email: sluhoscu@sluhoscu.com  |  Telephone: +1 758 452 7092
Website: https://www.thehospitalitycreditunion.com/