Terms and Conditions for Users 

Telegram Information Chatbot Moldova 

UNHCR Moldova Automated Telegram Service User Agreement 

Please read the General Terms and Conditions governing the UNHCR Moldova Automated Telegram Service, hereafter the “service”. By messaging the service, you are confirming that you understand and agree to these terms. Explicitly, upon first interaction with the service you will be asked to accept this User agreement and associated terms and conditions, and by confirming your acceptance when prompted through the Telegram interface, you will enter into a legally binding agreement with UNHCR.  

Privacy Statement  

  1. Personal data 

When you interact with the UNHCR Moldova Automated Telegram Service, you accept to provide to UNHCR some information needed for the service to function.  All aspects of the service delivery are undertaken in line with UNHCR’s Policy on the Protection of Personal Data of Persons of Concern to UNHCR (UNHCR Data Protection Policy). You can withdraw your consent for UNHCR to use your data at any time. You can stop using the service, and also request the deletion of all your data. 

As the main provider, Telegram Messenger Inc. will also capture certain data, though not specific to this service, as per its general terms and conditions. The data gathered, stored and shared is as follows:  

What data How is your data collected Who is it shared with 
Telegram ID Automatically captured.  Telegram Messenger Inc. and UNHCR 
Profile name Automatically captured from the user’s profile, this may include profile picture and about information, including preferred language (requested at the moment the Telegram account was created).  However, the profile information is not stored. Telegram Messenger Inc. and UNHCR. 
Metadata about your connection (IMEI, MAC address, IP address) This will be automatically recorded from the user’s mobile and connection.  Telegram Messenger Inc 
Message content Information messaged by the user, including voice records, images, videos, documents, time and date stamp (encrypted). Telegram Messenger Inc 

The data is captured automatically by the different parties involved in the service. UNHCR will only store the Telegram ID.   

  1. Why UNHCR is collecting and using your data 

With your consent, UNHCR will use your data only for the purposes noted in the table below as necessary for the provision of the service.  

What data Why we need access to your data 
Telegram ID To provide you with relevant and timely information and support services as requested by you through the service.  

Your Telegram ID will not be sold or used by UNHCR for any other purpose than indicated  above, nor shared with third parties without your consent. 

Telegram Messenger Inc., who is the data processor, may collect and share other personal data. When creating an account on Telegram you agree to the terms and conditions of their services.  

  1. Security of your data 

The non-personal data collected, which is needed for the application to work, will be stored in a MongoDB Atlas non-relational database on an AWS server in the Europe region under UNHCR’s control. As an international organization, UNHCR enjoys privileges and immunities that help protect your data from being accessed by governments and other unauthorized third parties. 

  1. Confidentiality of your data 

UNHCR has strict rules about keeping the data it gathers from you confidential and secure, making sure people without permission do not access it pursuant to UNHCR’s Data Protection Policy, it will only be seen by UNHCR staff working at the technical level to make sure the automated service works properly, and for monitoring purposes. All these staff members will follow rules about keeping your information confidential and safe. 

  1. Sharing your data 

UNHCR will not share your information to any outside actors. For the service to work, the Telegram ID will be sent to Telegram when you interact with the service. 

  1. Opting out of the service and deleting your data  

You can choose to stop using the service at any time and/or ask for your data to be deleted from UNHCR’s system. To stop using the service simply message the phrase “Delete” or stop engaging with the service. To delete your data, message “Delete” to the app/bot and data will be deleted with immediately.  

The service does not store conversations, hence every time you engage with it you will need to consent to this policy, even if you opt-out. 

  1. Raising concerns 

UNHCR is committed to working with you to obtain a fair resolution of issues arising from the use of the service including concerns about privacy. If you have a concern or if you have any other complaint, comment or feedback, you have the right to make a complaint under our internal complaint mechanism by filling this form: https://bit.ly/MD_Report  

  1. Notification of Changes 

UNHCR reserves the right to change this Privacy Policy at any time. Whenever changes are made, when engaging with UNHCR Moldova Automated Telegram you will be notified on the updated terms and conditions, and you will need to agree to them in order to use the service. 

If changes are made to UNHCR’s Telegram Service we won’t be able to send an individual notification. We are not storing your personal data so we won’t be able to reach out.  

General Terms and Conditions 

Using the UNHCR Moldova Automated Telegram Service means you agree to all of the below: 

  1. Use of UNHCR Moldova Automated Telegram Service 

When using the service you agree to the following guidelines, supplementary to Telegram Messenger Inc. existing Terms of Service: 

  • Do not misrepresent your relationship to another user. 
  • Do not share any personal data about yourself. 
  • Do not use any obscene, discriminatory, or abusive language. 
  • You cannot sell any of the information you get from the service to other people or charge people for using the service with your mobile. 
  1. Disclaimer  

UNHCR Moldova aims to ensure that the content provided via the Automated Telegram services is as accurate as possible, but certain variations may occur to the individual nature of cases. Moreover, information changes regularly and as such there may be a slight delay in updating information within the service. We are also not able to provide information relevant to a different country other than the stated country of operation, in this case the Republic of Moldova. While UNHCR cannot guarantee that there are no errors in the information provided, it does endeavour to correct errors that are drawn to its attention.  

The content in the application is provided on an “as is” basis, without warranty of any kind. UNHCR specifically does not make any warranties as to the appropriateness, quality, timeliness, accuracy or completeness of the information and service offered through the application. 

In providing this service, UNHCR does not endorse Telegram Messenger Inc. or any other messaging applications from other providers.  

The use of particular designations of countries or territories does not imply any judgment by UNHCR as to the legal status of such countries or territories, of their authorities and institutions or of the delimitation of their boundaries. 

  1. Information outside of UNHCR 
     

The service may point you in the direction of information from service providers or actors outside UNHCR, including any content providers, third parties providing information in the application, any user of the application or any other person or entity. Moreover, other actors may provide information about UNHCR. UNHCR does not control information given by outside actors. This means UNHCR cannot say if such outside information is accurate and the organisation cannot be held responsible for the information or any results, including loss or damage, following from it.  UNHCR does not provide any warranties and specifically disclaims any liability of any nature for any loss or damage caused in connection with the use of any such services. 

  1. Security measures 
     

UNHCR will take appropriate technical and organisational measures to ensure your data is kept safe and cannot be sent to or used by unauthorised actors. However, UNHCR is not responsible for Telegram Message Inc. or their security protocols, nor for the usage and risks inherent to the use of messaging apps.  

  1.  Changes to the service 

UNHCR will regularly review how the service is working and make changes to improve it if possible. If any changes are made that will impact you, your data or anything within this Agreement, UNHCR will inform you about these changes through a message when engaging with the service again. UNHCR may have to change the service based on several reasons without notifying you in advance, as we don’t store personal data and consequently we won’t be able to notify you. 

  1. Contact  

For further contact information and channels for providing feedback or comments on the service, visit https://help.unhcr.org/moldova/uk/  

  1. Intellectual property 

All intellectual property rights relating to UNHCR-owned materials provided through the application shall remain vested in UNHCR, unless otherwise stated. Extracts of the materials and other information provided in the application may be viewed, downloaded, and printed for personal, non-commercial use only, without any right to sell, resell, or create derivative works therefrom. 

Any use other than for personal purposes, including reproduction or translation of substantial portions of UNHCR-owned materials requires the express prior written permission of UNHCR.   

In addition, UNHCR reserves the right to seek all remedies available by law for any violation of these terms and conditions, including any violation of UNHCR’s rights in UNHCR name and emblem and its rights in connection with the information, artwork, text, video, audio, or pictures made available through the application.  

  1. UNHCR name and emblem 

UNHCR name and emblem are the exclusive property of UNHCR. They are protected under international law. Unauthorized use is prohibited. They may not be copied or reproduced in any way without the prior written permission of UNHCR. 

  1. Notification of changes 

The Content of the UNHCR Moldova Automated Telegram is selected on the basis of UNHCR’s own criteria and in its own sole discretion at any time and may change without notice. UNHCR reserves the right at any time to change or discontinue any aspect or feature of the UNHCR Moldova Telegram information service, including but not limited to these terms and conditions and availability. 

  1. Special status of UNHCR and how to raise concerns  

UNHCR holds a special status as a UN organisation and as such receives some additional safeguards relating to the independence and neutrality of its activities, including the UNHCR Moldova Telegram information service. As such, nothing in or relating to this notice or the UNHCR Moldova Telegram Service shall be deemed a waiver of any of the privileges and immunities of UNHCR as an integral part of the United Nations in conformity with the applicable national and international legal instruments.  

  1. Dispute settlement  

Any and all disputes arising under this Agreement that cannot be settled amicably shall be resolved in accordance with the following procedure: 

  •  Pursuant to a notice of conciliation communicated by reasonable means by one Party to the other Party, the dispute shall be submitted to non-binding conciliation conducted in accordance with the Conciliation Rules then obtaining of the United Nations Commission on International Trade Law (“UNCITRAL”), or according to such other procedure as may be agreed between the Parties in writing. The language used in the conciliation proceedings shall be English unless otherwise agreed.  
  •  If any such dispute has not been settled within 60 days following the date on which the notice of conciliation is provided by a Party to the other Party, the dispute shall be referred by either Party to arbitration in accordance with the UNCITRAL Arbitration Rules then in force. The arbitral tribunal shall consist of a sole arbitrator and the language of the proceedings shall be English unless otherwise agreed. The place of arbitration shall be Geneva where UNHCR has its headquarters. The arbitral proceedings shall be conducted remotely (e.g., via telephone conference or written submissions) whenever practicable. 
  1. Termination of service 

UNHCR can change or terminate this Automated Telegram Service at any time without having to give notification. UNHCR cannot be responsible for any negative impacts or other results for these changes or stopping of the service.