Privacy and Cookie Policy

Your privacy is important to us. This Privacy Policy sets out how we handle and treat your personal data when you visit our website and sign up for an account with us. The information below should allow you to make an informed decision and understand how your personal information may be used. If there is anything you do not understand, or wish for more information on, please do not hesitate to contact us with the details provided on our website.

We may collect personal information from you throughout the course of our business together and when you get in touch with us.

The main reasons we use your personal information are:

• Deliver our services
• Improve, develop and market new services
• Verify your identity
• Carry out requests made by you on our website
• Investigate, settle and/or enforce agreements we have with you
• Protect the rights, property or safety of us or third parties, including our other clients and users of the website or our services
• Use as otherwise required or permitted by law

The personal information we collect are as follows:

• Name and job title
• Date of birth
• Contact information including the company you may work for, email address and social media account where appropriate
• Demographic information such as your address, preferences and interests
• Other information relevant to the provision of services
• Payment information
• Information you provide to us to enable the engagement of our services

Our terminal app and staff app may collect and use location information to provide essential services for care home operations.

We will use organisational measures to safeguard your data such as:

• Access to your account is controlled by a password and a user name that is unique to you
• We store your data on our secure servers
• If there is any potential data breach detected or reported, we will investigate this without delay

Please let us know if you suspect your data given during the use of our website is corrupted.

Certain features of our Services use artificial intelligence ("AI") to process personal data you and your authorised users submit. We are committed to transparency about how AI is used and how your data is handled.

AI Features and Data Processed

We currently use AI in the following features:

• Survey report generation — AI analyses survey responses submitted by your staff to produce summary reports and insights. The data processed includes survey answers, ratings, and any free-text comments.
• AI comment improvement — when staff complete surveys or reviews, AI may suggest improvements to their written comments. The data processed includes the text entered by the user.

Purpose and Legal Basis

AI processing is carried out for the purpose of delivering the features described above, which form part of the Services you have contracted for. The legal basis for this processing is the performance of our contract with you and our legitimate interest in providing useful, efficient tools for care home management.

Third-Party AI Providers

Our AI features are powered by Anthropic's Claude Sonnet model, accessed via Amazon Web Services (AWS) Bedrock. AWS acts as a sub-processor on our behalf, and data is processed within AWS infrastructure subject to their data processing agreements. Anthropic does not receive or retain your data — when accessed through AWS Bedrock, your inputs and outputs are not used to train or improve Anthropic's models. Both AWS and Anthropic are bound by contractual terms that require them to process your data only as instructed by us and to maintain appropriate technical and organisational security measures. Where data is transferred outside the UK or EEA, we ensure appropriate safeguards are in place, such as adequacy decisions or Standard Contractual Clauses.

No Model Training

We do not use your data, survey responses, or any content submitted by your staff to train, fine-tune, or improve AI models. Data is processed solely to generate the requested output (such as a report or a text suggestion) and is not retained by AI providers for any other purpose.

Automated Decision-Making

AI-generated outputs — including reports, summaries, and suggested text — are provided as assistance only. They do not constitute automated decision-making that produces legal or similarly significant effects on individuals. You and your authorised users are responsible for reviewing, editing, and approving any AI-generated content before relying on it.

To carry out any contract we may have with you, it is necessary for us to collect personal data in accordance with and to engage our services. It is in our legitimate interests to use personal information in such a way to ensure we provide the services in the best way that we can. We have a legal obligation to use your personal information to comply with legal obligations placed upon us.

We will retain your personal information for at least 3 years from the date of our last interaction with you in compliance with our obligations under the EU General Data Protection Regulation. Where our services have been provided, we will keep relevant personal information for at least 6 years from the date of our last interaction in compliance with our obligations aforementioned. We may then destroy such files without further notice or liability.

We use cookies when you visit our website to help customise your experience. You do not need to allow cookies to visit the website. If enabled, your experience on this website would be tailored and is necessary for certain parts of the website to work. In most cases, a cookie does not provide us with any of your personal information.

What is a Cookie?

A cookie is a small file of letters and numbers we store on your browser or the hard drive of your computer when you visit certain parts of the website. When you visit our website, strictly necessary cookies will be placed however, you can always change your cookie settings. This can be done by clicking on the cookie button at the bottom of this policy.

Controlling your Cookies

You can choose to enable or disable cookies in your internet browser. By default, most internet browsers accept cookies but this can be changed. For further details, please see the help menu in your internet browser.

You can switch off cookies anytime. This could lead to the loss of information that enables you to access our website more efficiently.

We recommend that you ensure your internet browser is up to date and that you consult the help and guidance provided by the developer.

Your Consent

Strictly necessary cookies do not require your consent. For performance, functionality, targeting and social media cookies, we request your consent before placing them on your device. If you do not wish to give consent or wish to withdraw such consent, you will need to delete and block cookies through your browser settings.

Cookies we use

Below is a list of the cookies that we use. We have made reasonable efforts to ensure this list is up to date. However, if you find that there is a cookie used on our website that we have missed, please let us know.

The cookies used on our website can be categorised as follows:

You have the following rights in relation to your data:

• Right to access – the right to request copies of information we hold about you at any time or that we change or delete such information. There will be no charge for providing your own personal information to you, unless it is reasonably found to be manifestly unfounded or excessive.
• Right to be correct – the right to have your Data rectified if it is inaccurate or incomplete.
• Right to erase – the right to request that we delete or remove your data from our systems. This could mean that you would have to sign up once again to engage our services.
• Right to restrict our use of your data – the right to stop us from using your data in a particular way or limit such use.
• Right to data portability – the right to request that transfer or copy your data.
• Right to object – the right to object to our use of your data including where we use it for our legitimate interests.

To make use of the rights above, please contact us at support@carecentre.io

If you are not satisfied with our response, you can make a complaint in the UK to the Information Commissioner's Office at https://ico.org.uk/.

We may make changes to this Privacy Policy from time to time. We will update this policy to ensure we have all the correct information. Where it is practicable, we will notify you by email of any significant changes.