CareFall Care – Privacy Policy

Privacy Policy – CareFall Care

Last updated: 11/03/2023

This Privacy Policy explains how CareFall Care Ltd (“we”, “us”, “our”) collects, uses, and protects personal data when you use the CareFall Care personal alarm device, monitoring service, and online portals (“Service”).

We are committed to protecting your privacy and complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who we are

Data Controller:

CareFall Care Ltd
Email: support@carefallcare.co.uk

We determine how and why personal data is processed when you use the CareFall Care service.

2. What data we collect

When you use CareFall Care we may collect the following categories of data.

Device & Location Data

• GPS location data from the device
• Device ID / IMEI or device identifier
• SOS activation events
• Device battery status
• Device connectivity status
• Timestamp of device events

This data is used to provide the core alert and monitoring functionality.

Account Information

We may collect:

• account holder email address
• account login credentials (passwords are securely hashed)
• contact details for nominated emergency contacts
• device ownership information

Technical & System Data

To maintain the platform we may collect:

• IP address
• system logs
• server access logs
• device communication logs
• browser or device type when using our web portals

This information helps maintain service reliability and security.

Payment Information

Payments are processed securely by Stripe, our payment processor.

We do not store full card details on our systems.

Stripe may process payment data in accordance with their own privacy policy.

3. Why we process your data

We process personal data for the following purposes.

Providing the core service

This includes:

• delivering SOS alerts
• contacting nominated emergency contacts
• displaying device location information
• monitoring device status

Legal basis:

• Contract – providing the service you have purchased
• Vital interests – processing data to help protect life or safety during an emergency

Operating and improving the service

This includes:

• system monitoring and debugging
• maintaining security
• improving service reliability

Legal basis:

• Legitimate interests in operating and securing our systems.

4. Where your data is stored

CareFall Care uses secure cloud infrastructure located within the European Union.

Our primary hosting provider is based in Germany.

Data stored within the EU benefits from strong GDPR data protection standards.

Transfers between the UK and EU are permitted under the UK adequacy decision framework.

5. How long we keep your data

We retain data only as long as necessary to operate the service.

Typical retention periods:

• Device operational logs: up to 30 days
• System logs: up to 90 days
• Account information: while the account remains active

Some data may be retained longer where required for legal, security, or fraud prevention purposes.

6. Who can access your data

Access to personal data is restricted.

Data may be accessed by:

• the account holder
• authorised family members or carers invited by the account holder
• authorised CareFall staff where required for support
• our infrastructure providers acting as data processors

We do not sell personal data.

7. Service providers

We use trusted service providers like Stripe and others including cloud infrastructure, telecommunications platforms, and payment processors.

These providers act as data processors and only process data necessary to deliver the service.

8. International data transfers

Where service providers process data outside the UK or EU, appropriate safeguards are used such as:

• Standard Contractual Clauses (SCCs)
• equivalent GDPR protections

9. Your rights

Under UK GDPR you have the right to:

• access your personal data
• correct inaccurate information
• request deletion of your data
• restrict or object to certain processing
• request a copy of your data (data portability)

To exercise these rights please contact:

support@carefallcare.co.uk

10. Security measures

We take security seriously and implement safeguards including:

• encrypted communications
• secure servers and infrastructure
• strict access controls
• password hashing
• monitoring and security logging

However, no internet-based system can be guaranteed to be completely secure.

11. Complaints

If you believe your data has been handled improperly, you may contact the Information Commissioner’s Office (ICO):

https://ico.org.uk

12. Contact us

If you have questions about this policy or how your data is used, contact:

CareFall Care Ltd
Email: support@carefallcare.co.uk