Privacy Policy

Introduction

CarerNest ("we", "our", or "us") operates a trusted marketplace platform at CarerNest.com that connects families seeking care with qualified, vetted carers. This privacy policy explains how we collect, use, and protect your personal data when you use our marketplace services.

As a marketplace facilitator, we are committed to protecting your privacy and complying with the General Data Protection Regulation (GDPR), the UK Data Protection Act 2018, and other applicable data protection laws. We act as a data controller for the information we collect.

Information We Collect

Personal Information

We collect information you provide directly to us, including:

• Name, email address, phone number, and postal address
• Date of birth and emergency contact information
• Care needs, medical conditions, and accessibility requirements
• Payment information and billing details (processed securely via Stripe)
• Profile photos and identification documents for verification
• Communications with carers, families, and our support team
• Carer qualifications, certifications, and DBS check information
• Care session notes, feedback, and ratings

Usage Information

We automatically collect certain information when you use our Service:

• Log data including IP address, browser type, and operating system
• Device information and unique device identifiers
• Usage patterns and interaction with our Service
• Location data (with your consent)
• Cookies and similar tracking technologies

Third-Party Information

We may receive information from third parties, including:

• Background check providers (DBS, references)
• Payment processors
• Social media platforms (if you choose to connect accounts)
• Healthcare providers (with your consent)

How We Use Your Information

We use the information we collect to:

• Provide, maintain, and improve our marketplace platform
• Match families with suitable carers based on needs and availability
• Facilitate booking confirmations and care session management
• Process commission-based payments (15% platform fee) securely
• Verify the identity, qualifications, and background of carers
• Provide customer support and resolve disputes
• Send booking confirmations, care updates, and platform notifications
• Personalize your marketplace experience and improve matching algorithms
• Ensure platform safety, prevent fraud, and maintain security
• Comply with legal obligations and regulatory requirements for care services
• Generate insights to improve our marketplace services

Legal Basis for Processing

We process your personal data based on the following legal grounds:

• Contract performance: To provide our care services
• Legitimate interests: To improve our services and prevent fraud
• Consent: For marketing communications and optional features
• Legal obligation: To comply with regulatory requirements

Information Sharing and Disclosure

We may share your information in the following circumstances:

With Matched Carers

When you book care through our marketplace, we share relevant information with your chosen carer to facilitate safe, effective care delivery:

• Your care needs, medical conditions, and specific requirements
• Contact information and service address
• Booking details, schedules, and care preferences
• Emergency contact information and relevant medical alerts
• Access information and any safety instructions

Trusted Service Providers

We work with carefully selected third-party service providers who help us operate our marketplace securely:

• Stripe: Secure payment processing for commission-based transactions
• DBS and background check providers: Carer verification and safety screening
• Cloud hosting providers: Secure data storage and platform infrastructure
• Communication platforms: Email, SMS, and in-app messaging services
• Analytics providers: Platform improvement and performance monitoring
• Insurance providers: Coverage verification and claims processing

Legal Requirements

We may disclose your information when required by law or to:

• Respond to legal process or government requests
• Protect our rights and property
• Ensure the safety of our users
• Investigate fraud or security issues

Data Protection and Security

We implement appropriate technical and organizational measures to protect your personal data:

• Encryption of data in transit and at rest
• Regular security audits and penetration testing
• Access controls and staff training
• Secure data centers with physical security measures
• Regular backups and disaster recovery procedures
• Compliance with industry security standards

Data Retention

We retain your personal data only as long as necessary for the purposes outlined in this policy:

• Account information: Until account deletion plus 7 years for legal compliance
• Care records: 7 years after last care service
• Payment information: As required by financial regulations
• Marketing data: Until you unsubscribe or object

Your Data Protection Rights

Under GDPR and UK data protection laws, you have the following rights:

• Right of access: Request copies of your personal data
• Right to rectification: Correct inaccurate or incomplete data
• Right to erasure: Request deletion of your personal data
• Right to restrict processing: Limit how we use your data
• Right to data portability: Transfer your data to another service
• Right to object: Object to processing based on legitimate interests
• Right to withdraw consent: Withdraw consent for specific processing

To exercise any of these rights, please contact us using the information provided below. We will respond to your request within one month.

Complaints

If you have concerns about how we handle your personal data, you can file a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

Cookies and Tracking

We use cookies and similar technologies to enhance your experience. These include:

• Essential cookies: Required for the Service to function
• Analytics cookies: Help us understand how you use our Service
• Marketing cookies: Used to personalize advertising

You can control cookies through your browser settings. For more information, see our Cookie Policy.

Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any significant changes by posting the new policy on this page and updating the "last updated" date. We encourage you to review this policy periodically.