Multiverse Group Ltd ("we", "us", "our" or "Multiverse") is the controller of the personal data we collect through https://multiverse.io (the "Site"), the Multiverse Platform, and any apprenticeship or learning services we offer or provide (together, the "Services"), unless otherwise stated.
This privacy notice sets out the personal data we collect when you visit the Site or use the Services, how we use it, and who we share it with. It supplements the other notices and terms on our Site. It is not intended to override or replace them and you should read it alongside any other terms we provide to you.
By visiting or otherwise using our Site and Services, you confirm that you have read and understood this Privacy Notice. If, for any reason, you do not agree to the terms of this Privacy Notice, please stop using our Site and Services.
If you have any questions about this Privacy Notice or how your data is used, please email Multiverse’s Privacy Team at privacy@multiverse.io.
During the process of registering you as a user of Multiverse Services and/or otherwise providing Services to you in connection with your apprenticeship or other Multiverse offering, we may process some or all of the following data:
Personal Data:
You may give us personal information when you fill in forms on our Site, complete one of our evaluation or diagnostic tools, register for or use any of our Services, take part in a survey, competition, or promotion, post content on our Site, or correspond with us by telephone, email, or otherwise.
The information you give us may include your name, date of birth, address, email address and phone number, postcode, academic results, right to work or visa status, photographs, video and audio, personality and psychometric test answers and results, and/or employment experience. It may also include your employer name, job role, job level, line manager and business unit; learner identifiers such as the Unique Learner Number; account credentials; and the responses you give us through our evaluation and diagnostic features.
We also collect content you create or share through our Services, including project submissions, messages, posts, comments and images, and your interactions with our coaches, features, and services.
During an apprenticeship programme, we also collect off-the-job training records, progress reviews, assignments and feedback, objectives set throughout the programme, exam scores, satisfaction ratings, attendance records, projects, and end-point assessment evidence.
Special Category Data:
You may give us sensitive personal data about yourself (for example, details of your gender, race or ethnicity, religious or political beliefs, trade union membership, sexual orientation, genetic data, biometric data and health data) when you fill in forms on our Site, complete forms we ask you to complete as part of an application or programme, or otherwise share it with us while using our Services. We use this Special Category Data:
Customer and business insights
When we work with an organisation, we may be given information about its business, for example, its priorities, skills gaps, or operational challenges, including during pre-sales conversations. This is usually commercially sensitive data rather than personal data.
Where that information does contain personal data, this Privacy Notice applies to it. How we handle business information more generally is set out in the terms that apply to the relevant service.
Technical & Usage Data
When you visit our Site or use our Services we may collect technical information about your device and connection, including your IP address, login information, browser type and version, and operating system. We may also collect information about how you use our Services, including the pages and features you visit, how long you spend on them, how you navigate between them, error logs, and the feedback you give us on our features. We use this data to operate, debug, and improve our Services, and we use it in pseudonymised or aggregated form where possible.
Information we receive about you from others
We may also receive information about you from other people and organisations. This includes your employer, government and regulatory bodies such as the Department for Education and its Learning Records Service, the Office for Students, awarding and examining bodies, previous employers or education providers, and the suppliers and partners who help us deliver our Services.
The information we receive is broadly the same as the information you give us directly. It may relate to your education and employment background, your progress and performance on a programme, any support or adjustments you need, and the practical details we need to deliver our Services to you.
You can access a copy of the Learning Records Service (LRS) Privacy Notice here.
We may collect your information:
We use your information for the purposes set out below. If we need to use it for a new purpose, we will only do so where that purpose is compatible with the original one or where we have another lawful basis. We may combine the information you give us with information we collect about you and receive from others and use it for the following purposes:
Marketing
If you give us your email address or phone number, we may contact you about our Services by email, phone, or text message, and send you content, recommendations, and opportunities we think will interest you. We only send marketing where we have a lawful basis to do so, for example, if you have subscribed to receive it or where you have used our Services and have not opted out. You can opt out at any time by using the unsubscribe option in any marketing message, by updating your profile, or by contacting us.
Cookies are small files placed on your device when you visit our Site. We use them to make the Site work, to remember your preferences, to understand how the Site is used, and to make our advertising more relevant.
We use four types of cookies:
Other than strictly necessary cookies, we set cookies where you have given your consent. You can review and change your cookie choices at any time using the Privacy Settings link in the footer of our website. Some cookies are set by third parties, including our analytics and advertising providers, and are governed by their own privacy notices.
We will only collect, process, store, and share your personal information to the extent that we are entitled to under law. Most commonly we will use your personal data in the following circumstances:
In addition to the legal basis described above, where we collect, process, store, and share your Special Category Data, we will only do so:
We may share your information with the organisations described below. We take steps to make sure it is handled securely and in line with this Privacy Notice.
Employers: We may share the following with your employer:
Other Multiverse group companies: we may share your information with other companies in the Multiverse group where this is necessary to deliver our Services or to run our business.
Other learners: we may share your contact details with other learners in your cohort for administrative purposes and to deliver our Services.
Analytics and site optimisation: analytics and search engine providers that help us improve and optimise our Site (for example, Google).
Survey providers: we may share your contact details with survey providers appointed by us, or by the Department for Education, so that they can invite you to take part in learner and student surveys.
Service providers, processors, sub-processors, and suppliers: we may share your information with , for example, our cloud hosting, database, identity and access management, support tooling, video conferencing, and transcription providers, and the providers of the AI models used to power our features. We have a written contract in place with the processors we use so that they act only on our instructions and handle your information securely. Our list of processors is published at https://trust.multiverse.io/subprocessors
Regulators, auditors, and statutory bodies: when delivering apprenticeships, we are required to share information with:
The information we share with the Department for Education forms part of your Individualised Learner Record (“ILR”). The DfE is a separate controller of that information and explains how it uses it, including how long it keeps it and who else it shares it with, in the ILR privacy notice it publishes for each academic year and in its Personal Information Charter.
Legal requirements and other disclosures: we may disclose your information where we are under a duty to do so to comply with a legal obligation, to enforce our terms and other agreements, to protect the rights, property, or safety of Multiverse, our customers, or our learners, or to fulfil the Prevent duty. This includes exchanging information with other organisations for the purposes of fraud protection and credit risk reduction.
Some of our services involve video calls and produce recordings and transcripts. We may record and transcribe:
Recording is switched on by default for most learner-facing sessions. We do this so that you can revisit your sessions, so that we can support and supervise our coaches, and so that we can evidence the quality of our provision to our regulators, and to improve our Services and features. Participants are told at the start of a session that it is being recorded and the session materials tell you in advance. If you would prefer not to be recorded, please tell your coach or contact us.
We may use AI to produce notes, transcripts, and summaries of recorded sessions. Where a summary relates to your progress on a programme, we may share it with your employer as described under "Who we share your information with". If an AI summary is ever used to inform a decision that materially affects you, it will be reviewed by a person first. AI-generated summaries support our coaches and are not a substitute for their judgement.
We store recordings, transcripts, and summaries securely and limit access to those who need it.
Multiverse uses AI across our products, features, and services, including to support learning and coaching, to generate insights, summaries, and feedback, to make recommendations, and to help us run and improve our Services. We introduce new AI features from time to time, and this section describes how we approach them.
Where you are interacting with an AI feature rather than a member of our team, we tell you. These features may use the information described in this Privacy Notice, including the responses and submissions you give us, your conversations with our AI features, and information about your progress and your use of our Services.
Some of our features look at what you tell us to build a picture of your skills: where you're strong, where there are gaps, and what learning would help. Your own results come back to you, and we use them to shape what we suggest you learn. Your coach may discuss them with you. Your employer sees your answers combined with other people's, as a picture of skills across a team or the organisation. We won't share your individual results with them unless you've chosen to share them, or we've told you in advance that it's part of how that particular programme works.
Improving our features. We use information about how our AI features are used and how they perform, including any feedback you give us on them, to test and improve them, using pseudonymised or aggregated information where possible.
A person is accountable for how we use AI in your learning. Our coaches and teams review AI outputs where those outputs inform anything that affects you, and you can ask us about an output at any time. If you have questions about how we use AI, or you think an AI output about you is wrong, please contact us.
We do not make decisions that produce legal effects for you, or that similarly significantly affect you, based solely on automated processing. Before any such decision is made, a person with the authority and competence to change the outcome is meaningfully involved.
Where we make a significant decision about you by automated means, you will be able to:
We have a safeguarding role in relation to learners on our programmes. We are also subject to the Prevent duty, which requires us to have due regard to the need to prevent people from being drawn into terrorism.
To meet these responsibilities we may collect, use and share personal data, including Special Category Data, where it is necessary to protect a learner or another person. We may share this information with your employer, with statutory authorities (including local authorities), the police and health services, and with our regulators where we are required to report an incident.
Where there is a risk to someone's safety, we may share information without telling you first, and we may not always be able to tell you afterwards. We share only what is necessary, and only with those who need it.
Our Safeguarding Policy and Prevent Policy explain how we meet these responsibilities in practice.
You have a number of rights over your personal data. These include the right to:
Some of these rights are not absolute. We may need to keep information to meet a legal obligation, and we cannot give you information that would reveal someone else's personal data. If we cannot do what you have asked, we will tell you why.
You can update much of your own information by logging into your account and editing your details. For anything else, please email us at privacy@multiverse.io. We may ask you to verify your identity before we act. We will respond within one month of receiving your request. If your request is complex, or you have made a number of requests, we may extend this by up to two further months — we will tell you within the first month if we need to do so, and explain why. You also have rights in relation to automated decision-making, which are set out at section 9.
Complaints: If you are unhappy with how we have handled your personal data, email us at privacy@multiverse.io. Our Data Protection Complaints Policy explains how to complain, what happens at each stage, and the timescales you can expect. You can also complain to a supervisory authority at any time:
Where we are the controller of your personal information, we remain responsible for it wherever it is processed. We may transfer it outside the UK or EEA, including to the United States, where this is necessary to deliver our Services or run our business.
Some of those countries do not provide the same level of data protection as the UK or EU. Where we transfer information, we make sure appropriate safeguards are in place. Depending on where the information is going, we rely on adequacy regulations or decisions where they exist, or on standard contractual terms approved for international transfers. Where we transfer information between Multiverse group companies, we put appropriate safeguards in place.
Further details of the safeguards we use are available by emailing privacy@multiverse.io.
Our Services are not directed to children, and we do not knowingly collect, maintain, or use personal information from children under 16 years of age. If you learn that a child has provided us with personal information, please email privacy@multiverse.io.
We keep your personal information only for as long as we need it for the purposes described in this Privacy Notice, or for as long as the law requires us to keep it. When we no longer need it, we delete it or remove the details that identify you.
How long we keep information depends on what it is and why we hold it:
If you have any questions about how long we keep your information, please email privacy@multiverse.io.
We take the security of your information seriously. We have appropriate technical and organisational measures in place to protect it against loss, misuse, unauthorised access, alteration, and disclosure.
Where you have a password to access parts of our Site, you are responsible for keeping it secure and confidential. Please do not share it with anyone, and contact us immediately if you think someone else has learned your password or has access to your account.
You can read more about our security controls at our Trust Centre.
If you have any questions about this Privacy Notice, would like to exercise your rights, or want to make a complaint, please email our Privacy Team at privacy@multiverse.io
Changes to this Privacy Notice. We may update this Privacy Notice from time to time. This Privacy Notice is effective from September 2026.