Privacy Policy

This Privacy Policy explains how Home Visit Hub (“we”, “us”, “our”) collects, uses, shares, and protects personal data when you use our website and app at www.homevisithub.com (the “Service”), a directory and coordination platform connecting people with service providers offering home support and services.

We are the data controller for the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Data Controller details: Home Visit Hub, hello@homevisithub.com

1. Who This Policy Applies To

Our Service may be used by several types of people, and we collect different data depending on your role:

• Account holders — individuals or organisations who register (e.g. people arranging support for themselves or a family member, or service providers listed in our directory)
• Service users — the individuals receiving support or services, whose information may be entered by an account holder or a service provider on their behalf
• Service providers — businesses or individuals listed in our directory offering support or services
• Website visitors — people browsing the directory without an account

Where someone other than the data subject enters personal data about a service user (for example, a family member entering details on behalf of a relative), the account holder is responsible for ensuring they have the right to share that information with us, and that the service user (or their legal representative) has been made aware of this Privacy Policy where practicable.

2. Information We Collect

2.1 Account and contact data

• Name, email address, phone number, postal address
• Login credentials
• Role (account holder, service user, service provider, provider staff)

2.2 Service user data

• Non-medical support needs and preferences (e.g. daily routine, household support, companionship, mobility assistance requests)
• Next of kin and emergency contact details
• Information about visits, schedules, and notes shared through the coordination features

We do not collect or store health data (such as diagnoses, medications, or clinical records) as part of the Service. If a user enters this type of information into free-text fields (e.g. messages or notes) despite this policy, we will treat it with the same security standards as other personal data, but our Service is not designed or intended to process health data, and users should not use it to record or share clinical/medical information.

2.3 Service provider / directory listing data

• Business name, relevant registration, licensing, or accreditation details (where applicable to that provider’s sector), services offered, pricing, staff qualifications, reviews and ratings

2.4 Payment data

• Billing address and payment details, processed via our payment provider (Stripe/GoCardless). We do not store full card numbers on our own servers.

2.5 Technical and usage data

• IP address, browser and device type, pages visited, referral source
• Cookies and similar technologies (see Section 9)

2.6 Communications

• Messages sent through contact forms, in-app messaging between account holders and service providers, and support enquiries

3. How We Collect Data

• Directly from you when you register, complete a profile, fill in a form, or message another user
• Automatically through cookies and analytics tools when you browse the Service
• From service users’ representatives (e.g. a family member setting up a profile)
• From service providers who input information as part of coordinating support or services
• From third parties such as payment processors, or, where relevant, referral partners (if applicable)

4. Our Legal Basis for Processing

We rely on the following legal bases under Article 6 UK GDPR:

• Contract — to provide the account, matching, booking, and coordination features you’ve signed up for
• Consent — for optional communications (e.g. marketing emails) and non-essential cookies
• Legitimate interests — for site security, fraud prevention, service improvement, and directory functionality — balanced against your rights
• Legal obligation — where we must retain or disclose data to comply with the law

We do not process special category data (such as health data) as part of the Service, and Article 9 UK GDPR conditions therefore do not apply to our standard processing activities.

5. How We Use Your Information

We use personal data to:

• Create and manage accounts
• Match service users with suitable service providers
• Enable coordination features (scheduling, notes, messaging)
• Process payments and invoicing
• Maintain and moderate directory listings and reviews
• Respond to enquiries and provide customer support
• Improve and secure the Service
• Meet legal and regulatory obligations (e.g. safeguarding referrals, where required)
• Send service updates, and — only with consent — marketing communications

6. Who We Share Data With

We may share personal data with:

• Service providers you choose to connect with through the platform, to enable coordination of support or services
• Family members or representatives you’ve authorised to view a service user’s information
• Operational partners and processors who support our business (e.g. cloud hosting, payment processing, email delivery, customer support tools), under data processing agreements
• Professional advisers (auditors, lawyers) where necessary
• Regulators or authorities where required by law, or to protect the safety of a service user (e.g. safeguarding concerns)
• A buyer in the event of a merger, acquisition, or sale of the business, subject to this policy continuing to apply

We do not sell personal data to third parties.

7. International Data Transfers

We use Cloudflare for website security, performance, and content delivery; while our stored data resides in the UK, Cloudflare operates a global network and some limited technical processing (e.g. traffic routing, security filtering) may occur outside the UK as part of its service. Where this happens, Cloudflare provides appropriate safeguards, such as Standard Contractual Clauses or the UK International Data Transfer Addendum, to ensure your data remains protected to UK GDPR standards.

We do not otherwise transfer personal data outside the UK.

8. How Long We Keep Data

We retain personal data only as long as necessary for the purposes described in this policy, including:

• Active account data — for the duration of the account plus 6 years after closure
• Coordination records — 6 years
• Financial records — 6 years, to meet HMRC requirements
• Data no longer needed is securely deleted or anonymised

9. Cookies

We use cookies and similar technologies for:

• Essential site functionality (e.g. keeping you logged in)
• Analytics (e.g. Meta, Google Analytics) to understand site usage
• Meta, Google Analytics, TikTok and any other third party marketing software

You can manage cookie preferences at any time via our cookie settings panel (“Cookie settings” in the site footer) or your browser settings. Non-essential cookies are only set with your consent.

10. Security

We use appropriate technical and organisational measures to protect personal data, including encryption in transit, access controls, and staff training on data handling. No system is completely secure, and we encourage you to use strong, unique passwords.

11. Your Rights

Under UK GDPR, you have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate data
• Request erasure (“right to be forgotten”), subject to legal/record-keeping exceptions
• Restrict or object to certain processing
• Data portability
• Withdraw consent at any time, where processing is based on consent
• Complain to the Information Commissioner’s Office (ICO) — ico.org.uk, or 0303 123 1113

Where a service user lacks capacity to exercise these rights themselves, their authorised representative may do so on their behalf.

To exercise your rights, contact us at hello@homevisithub.com

12. Children’s Data

Our Service is intended for use by adults (e.g. arranging support for a relative or oneself). Where service user data relates to a child, we apply additional safeguards and rely on consent from a parent or legal guardian.

13. Third-Party Links

Our directory may link to third-party service providers’ own websites. We are not responsible for their privacy practices, and encourage you to review their policies separately.

14. Changes to This Policy

We may update this policy from time to time. We’ll notify you of material changes via email or a notice on the Service, and update the “last updated” date above.

15. Contact Us

If you have questions about this policy or how we handle your data:

Home Visit Hub, hello@homevisithub.com

You can also contact the ICO if you’re unhappy with how we’ve handled your data: ico.org.uk