Privacy Policy

1. Who we are

CareVeya (“we”, “our” or “us”) is a UK-based care management software provider. We operate the CareVeya platform and the CareVeya Go carer app.

For the purposes of UK data protection law, we act as a Data Controller in respect of data we collect directly, and as a Data Processor in respect of personal data processed on behalf of care providers using our platform.

Contact: support@careveya.co.uk

2. What this policy covers

This Privacy Policy explains how we handle personal data relating to:

• Visitors to our website
• People who contact us or request a demo
• Customers and users of the CareVeya platform
• Care workers using the CareVeya Go app

Care providers who use our platform are responsible for the personal data of their clients and staff that is entered into CareVeya. This policy describes our role in that process.

3. What data we collect

We may collect:

• Contact and account information such as name, email address, phone number and organisation name
• Login credentials and authentication data
• Usage data about how the platform is accessed and used
• Technical data such as IP address, browser type and device information
• Communications sent to us, including support requests and enquiries

Care providers may also enter personal data about their staff and clients into the platform. We process this data on their behalf and in accordance with their instructions.

4. How we use personal data

We use personal data to:

• Provide, maintain and improve the CareVeya platform and related services
• Manage accounts and respond to enquiries
• Send service-related communications
• Maintain security and prevent misuse
• Comply with our legal obligations
• Improve our products and understand how the platform is used

5. Legal basis for processing

We process personal data under the following legal bases:

• Contract — to provide the services you or your organisation have agreed to
• Legitimate interests — to operate and improve our platform, communicate with customers, and protect our service
• Legal obligation — to comply with applicable laws and regulations
• Consent — where we ask for it, such as for marketing communications

6. Your choices

You can update your account information, manage notification preferences, and contact us to exercise your data rights at any time. Details of your rights are set out in section 11 below.

If your personal data is held within a care provider's CareVeya account, you should usually contact that care provider directly to exercise your rights, as they are the Data Controller for that data.

7. Sharing personal data

We may share personal data with trusted service providers who help us operate CareVeya, such as hosting providers, database providers, email providers, payment processors, analytics providers, security providers and customer support tools.

We may also share information where required:

• To comply with the law
• To enforce our terms
• To protect rights, safety and security
• To respond to lawful requests from regulators, courts or public authorities
• As part of a business transfer, merger, restructuring or sale

We do not sell personal data.

8. International transfers

Where personal data is transferred outside the UK, we will take steps to ensure appropriate safeguards are in place, such as UK-approved contractual protections or other lawful transfer mechanisms.

9. Data retention

We keep personal data only for as long as necessary for the purposes described in this policy, including legal, accounting, contractual, security and operational requirements.

Customer platform data is retained in line with the contract between CareVeya and the care provider. Care providers are responsible for deciding how long care records should be kept in line with their legal and regulatory obligations.

10. Data security

We use appropriate technical and organisational measures to protect personal data. These may include access controls, authentication, role-based permissions, audit logs, encryption where appropriate, secure hosting, monitoring and backup procedures.

No system can be guaranteed to be completely secure, but we work to protect information against unauthorised access, loss, misuse, alteration or disclosure.

11. Your rights

Depending on the circumstances, you may have the right to:

• Access your personal data
• Correct inaccurate personal data
• Request erasure of your personal data
• Restrict processing
• Object to processing
• Request data portability
• Withdraw consent where processing is based on consent
• Complain to the Information Commissioner's Office

If your data is held in CareVeya by a care provider, you should usually contact that care provider directly because they are normally the Data Controller.

12. Cookies

Our website may use cookies and similar technologies to operate the website, improve performance, understand usage and support security.

Where required, we will ask for consent before using non-essential cookies.

13. Children's data

CareVeya is not intended for direct use by children. However, care providers may enter information about children or young people if this forms part of their care service. In those cases, the care provider remains responsible for ensuring the information is processed lawfully.

14. Marketing

We may send updates about CareVeya where legally permitted. You can opt out of marketing communications at any time by contacting us or using any unsubscribe link provided.

We will still send important service-related messages where necessary.

15. Data breaches

If we become aware of a personal data breach, we will assess it and take appropriate action. Where legally required, we will notify affected customers, the ICO or affected individuals.

16. Changes to this policy

We may update this Privacy Policy from time to time. The latest version will always be available on our website.

17. Contact us

For questions about this Privacy Policy, contact:

CareVeya
Email: support@careveya.co.uk

You also have the right to complain to the Information Commissioner's Office if you are unhappy with how your personal data is handled.