Security Policy

Encryption and data protection

Propellus states that its public platform connections use TLS 1.2 or higher and that its database data and backups are encrypted at rest. It describes document encryption using keys managed through Google Cloud Key Management Service.

Propellus describes a production platform that is separate from its development and testing systems. These statements describe the partner's platform, rather than a guarantee about every system involved in a LuXii service.

Access control and accountability

LuXii uses signed-in accounts and server-side role and application-ownership checks to restrict customer records and staff actions. Customers access their own applications; authorised staff manage review and correction workflows. Account sessions can be revoked, including when an administrator resets a password.

Propellus describes access based on role, organisation and need to know. Partners can access their own data and share it with authorised parties; fulfilment partners can access only explicitly assigned orders. Propellus says that permissions are checked on the server for every request and that sessions can be revoked centrally.

According to the note, Propellus records security-relevant activity, including role changes, account lockouts and support access. Personnel access is limited to those who need it and who are subject to confidentiality obligations.

Passport and supporting documents

LuXii asks for confirmation before preparing an application and its documents for the visa provider. Its guided upload workflow checks file size, supported file type and file headers, and checks the selected document requirement. These checks help reject invalid files; they do not establish document authenticity or guarantee that a file is free of malicious content.

In the document-handling process described by Propellus, files are uploaded to private, encrypted storage using signed links that expire after 15 minutes. Upload links create a new file and cannot overwrite an existing one. Viewing and download links also expire after 15 minutes and are issued after authorisation checks.

Follow the instructions for your application when providing passport images or supporting documents, and check that the information is readable and correct. The storage and link controls described here are attributed to Propellus.

AI-assisted document extraction

Propellus states that document page images and extraction instructions are sent to OpenAI, its primary AI vision provider. Anthropic is used as a fallback when the primary provider is unavailable. Extracted fields are returned to Propellus for the relevant application.

Propellus combines extraction with validation, including passport machine-readable-zone and cross-document consistency checks. Its process includes agent or traveller review before submission. Missing or unreadable information may require corrections or a clearer original.

These are the providers named by Propellus for document extraction. This processing is separate from the Gemini service used for the LuXii chatbot. LuXii may send your messages and relevant account, travel, application and conversation context to Gemini to personalise assistance. Avoid entering unnecessary sensitive information in chat. AI guidance does not replace document review or an official visa decision.

How applicant information is used

LuXii uses account and application information to provide visa-service guidance, manage applications and corrections, show progress, coordinate staff assistance and issue service notifications. Conversation history and saved travel context support continuing and personalised assistance.

Propellus states that it processes applicant information to prepare, validate, assemble, submit and track visa applications, and to provide related support and service communications. It states that it does not sell personal data or use applicant data for advertising.

Propellus uses third-party processing to support service delivery, including the AI providers described above. Its current sub-processor list is available on request from Propellus. These statements describe Propellus's use of information.

Retention, recovery and deletion

Propellus states that application records are not automatically deleted after a fixed period. Its retention supports service delivery, record-keeping and communicated document reuse until deletion is requested or otherwise carried out.

According to Propellus, on termination of the partner relationship or written request, the partner's live application records and files are returned or deleted within 30 days, except where retention is required by law. Automated database backup copies expire within 14 days. Residual document versions and on-demand backups require explicit removal through its deletion procedure.

Propellus also describes daily production database backups retained for 14 days, seven-day point-in-time database recovery and seven-day recovery of deleted documents. Recovery windows do not mean that all retained copies are automatically deleted at the end of that period.

These are Propellus's stated arrangements, not a LuXii retention deadline or recovery guarantee. For questions about information held directly by LuXii, use the enquiries section below.

Security incident response

Propellus states that it notifies affected partners of a security incident involving their data without undue delay and within 72 hours of becoming aware of it. It shares the information then available about the incident, affected data and response measures, and takes steps to contain and remediate it.

That notification timeline is Propellus's commitment to affected partners. It is not presented here as a separate LuXii notification commitment to every customer.

Security and privacy enquiries

For a security or privacy question about your LuXii service, the dedicated LuXii contact address is awaiting client approval. You can use your existing service contact or the general contact page while that address is confirmed.

Propellus lists a separate contact for its security questions, sub-processor list, and requests to access, correct or delete personal data. Please avoid including complete passport images, passwords or payment-card details in a general enquiry.