Privacy Notice
This notice explains at a high level how personal information may be handled when people visit the website, create accounts or use the platform. For care records entered by subscribing agencies, the agency will commonly determine the purposes of that processing and should provide its own privacy information to clients and staff.
1. Who this notice applies to
This notice covers website visitors, prospective customers, agency account holders, authorised platform users and people who contact us directly. Separate contractual data-processing terms may apply where we process personal data on behalf of subscribing organisations.
2. Information we may collect
Depending on how the service is used, information may include names, contact details, organisation details, account identifiers, authentication and security events, subscription and billing references, support communications, device and technical information, audit records and information entered into platform workflows by authorised organisations.
3. Special-category and care information
The platform is capable of storing care-related and other sensitive information on behalf of subscribing agencies. Agencies are responsible for determining the lawful basis for entering such information and for ensuring access is limited to authorised users. Sensitive information should not be sent to us through ordinary public contact channels unless specifically requested through a secure process.
4. How information is used
Information may be used to provide and secure the service, authenticate users, administer subscriptions, support customers, deliver requested communications, detect operational or security issues, maintain audit trails, improve reliability and meet legal or regulatory obligations.
5. Legal bases
Depending on the context, processing may rely on performance of a contract, legitimate interests, compliance with legal obligations or consent where consent is appropriate. Where we act as a processor for an agency, processing is carried out according to that organisation’s documented instructions and applicable data-processing terms.
6. Sharing and service providers
Information may be shared with service providers needed to operate the platform, such as hosting, database, payment, email or SMS providers, subject to appropriate contractual and security controls. Information may also be disclosed where required by law or to protect the rights, safety and security of users, the service or others.
7. International processing
Some service providers may process information outside the user’s country. Where required, appropriate safeguards should be used for international transfers, such as recognised contractual mechanisms or adequacy arrangements.
8. Security
The platform uses measures including role-based access, tenant isolation, secure authentication, CSRF protection, private storage, audit logging, operational monitoring and backup controls. No system can eliminate every risk, so organisations must also manage user access, devices, passwords and internal procedures responsibly.
9. Retention
Information is retained for as long as reasonably necessary for the purpose for which it was collected, to provide the service, meet contractual obligations, maintain security and audit records, or comply with legal requirements. Subscribing organisations may have separate statutory retention obligations for care records.
10. Your rights
Depending on applicable law and the circumstances, individuals may have rights to access, correct, erase, restrict or object to certain processing, request portability, or complain to an appropriate supervisory authority. Where information is controlled by a subscribing agency, requests may need to be directed to that agency first.
11. Cookies and technical data
The service uses cookies or similar browser storage where necessary for authentication, security, session management and application functionality. Additional analytics or optional cookies should only be used where appropriately disclosed and, where required, consented to.
12. Contact and updates
Questions about this notice can be submitted through the Contact Us page. We may update this notice when the service, legal requirements or processing activities change. The current version will be published on this page.