Privacy
policy.

Who we are

Semana Ousada Lda, trading as Erasmus Life Lisboa, NIF PT515124141, with registered office at Travessa da Cara 14, 1200-089 Lisbon, Portugal, is the controller of the personal data described here. Questions or requests can be sent to info@erasmuslifelisboa.com.

This policy covers everything we run for students and visitors:

• Our websites and Erasmus Life Lisboa brand pages.
• Ticket and tour bookings, waitlists, guest lists and check-in at our events.
• The Erasmus Card membership and your customer account.
• Our assistant on Instagram Direct Messages and WhatsApp, the “ELL concierge”, including automatic replies to comments on our Instagram posts.

Data we collect

We only handle text messages. If you send a card number in a chat, we automatically mask it before storing the message.

Why we use it and our legal basis

Instagram, WhatsApp and our AI assistant

When you message us on Instagram or WhatsApp, an AI assistant may answer first, and our team can read the conversation and take over at any time.

• What it does: answers questions about our events, tours and the Erasmus Card using our published information, sends links to our booking pages, and can prepare a booking that you pay for on our website.
• What we receive from Meta: only what you send to our account, plus your Instagram-scoped ID, name and username on Instagram, or phone number and profile name on WhatsApp. We do not access your other conversations, followers or private profile content.
• Comments on our posts: if you comment a keyword such as “CRAWL” on one of our posts, we send you one private message with the information you asked for. We keep only the keyword that matched, not your comment text.
• Linking to your account: to show your tickets or membership in the chat, we ask for your email and send you a one-time code. Only after you enter the code do we link the chat to your customer account.
• AI processing: the content of your messages is sent to our AI provider, Anthropic, to generate replies. Anthropic acts as our processor and does not use this data to train its models.
• Stopping the assistant: reply STOP at any time and the assistant stops messaging you; reply START to turn it back on. Ask for “a human” and a team member takes over.

We use Instagram and WhatsApp data only to answer you and manage your bookings. We do not use it for advertising or share it with data brokers.

Who we share it with

We share personal data only with the providers we need to run our services. Each acts on our instructions under a data processing agreement, except where noted.

Membership partner discounts are applied by showing your card; we do not send partners your data.

International transfers

Some of our providers, including Anthropic, Vercel, Neon, Stripe, Resend, Meta and TikTok, are based in, or may process data in, the United States or other countries outside the European Economic Area. Where they do, the transfer is covered by the EU–US Data Privacy Framework where the provider is certified, or by the European Commission's Standard Contractual Clauses.

How long we keep it

When a period ends, we delete the data or make it anonymous.

Your rights and how to delete your data

Under the GDPR you can ask us to access, correct, delete, restrict or export your data, object to processing based on our legitimate interests, and withdraw any consent at any time. We answer within one month.

To delete your data, use any of these methods:

1. Email info@erasmuslifelisboa.com with the subject “Delete my data” from the email address you booked with.
2. Send “delete my data” to us in Instagram Direct or on WhatsApp.
3. Read the full instructions at erasmuslifelisboa.com/data-deletion.

We may ask you to confirm the request with a one-time code sent to your email, so nobody else can delete or obtain your data. We keep only what the law requires us to keep, such as invoices, and tell you what was kept and why.

Cookies, security, age and changes

• Cookies: essential cookies keep you signed in and remember your choices. Advertising pixels from Meta and TikTok and Google Tag Manager load only after you accept them in the cookie banner. See our Cookie Policy.
• Security: data is encrypted in transit, access is limited to staff who need it and is logged, and payment card details are handled only by our payment providers.
• Age: our services are for people aged 16 or over, and some events are 18+. We do not knowingly collect data from younger children.
• Changes: we will post updates here and change the date at the top. Significant changes will also be announced by email or in the chat.
• Complaints: you can complain to the Portuguese data protection authority, the CNPD. We would appreciate the chance to resolve it first at info@erasmuslifelisboa.com.