Privacy Policy

We collect different data depending on how you use the platform:

• Account data: your name, email address, password (stored only as a secure hash), role (client, provider, agency, or admin), and account activity.
• Client data: full name, phone number, date of birth, address, postcode, care needs and preferences, care type, and emergency contact details.
• Provider data: full name, phone number, date of birth, address, postcode, profession, qualifications, years of experience, DBS status, verification documents (identity, DBS certificate, qualifications, insurance, right to work), hourly rate, availability, and profile information.
• Agency data: agency name, contact person, phone number, address, and agency description.
• Booking data: service details, dates and times, the care address, notes about the care required, booking status, and payment information.
• Payment data: transaction amounts, platform fees, provider payouts, and refund and dispute records. Card details are processed by our payment provider and are never stored on our systems.
• Communications data: in-app messages between clients, providers, and agencies; notifications; and reviews and ratings.
• Technical data: device and browser information, and usage and analytics data collected via cookies (see our Cookie Policy).

We use your personal data to:

• create and manage your account, and verify your identity;
• match clients with verified care providers and agencies across London;
• process bookings, payments, provider payouts, refunds, and disputes;
• carry out provider verification, including DBS and right-to-work checks;
• enable in-app messaging and send you service notifications;
• maintain the safety, security, and integrity of the platform;
• comply with our legal, safeguarding, and regulatory obligations;
• improve the platform, where you have allowed analytics cookies.

We rely on the following lawful bases under UK GDPR: performance of a contract (to provide the booking services you request), legal obligation (for verification and safeguarding requirements), legitimate interests (platform security and improvement), and consent (for optional cookies and, where required, marketing communications you opt into). We do not use your data for automated decision-making or profiling.

We only share your personal data where it is necessary to run the platform: with the other party to a booking (for example, a client's name, address, and care needs are shared with the assigned provider so care can be delivered safely); with our payment processor to take payments and issue payouts; with verification services where required for provider checks; and with authorities where we are legally required to do so, including safeguarding concerns. We never sell your personal data to third parties.

Our platform and primary service providers operate in the UK. Where any provider processes data outside the UK, we ensure appropriate safeguards are in place, such as UK adequacy regulations or International Data Transfer Agreements.

All data is encrypted in transit (the entire site runs over HTTPS with a valid TLS certificate) and encrypted at rest. Access to personal data is restricted by role-based permissions, so users can only access records relevant to them. Verification documents and sensitive records have additional access controls. We regularly review our security measures and follow the principle of data minimisation.

We keep your data only as long as necessary: account and profile data for as long as your account is active; booking, payment, and dispute records for the period required by tax, safeguarding, and legal obligations; verification records in line with DBS and employment law requirements; and messages and notifications for the life of the relevant account and booking. When you delete your account, your profiles, bookings, messages, reviews, notifications, and verification records are permanently deleted.

Under UK GDPR and the Data Protection Act 2018, you have the right to:

• access a copy of your personal data (a data subject access request);
• have inaccurate data corrected or completed;
• have your personal data erased (the "right to be forgotten");
• restrict or object to certain processing;
• receive your data in a portable format (data portability);
• withdraw your consent at any time, where processing is based on consent;
• lodge a complaint with the Information Commissioner's Office (ico.org.uk).

You can exercise your rights instantly in the app: the "Data & privacy" section of your profile lets you download a complete copy of your personal data or permanently delete your account and all associated data. You can manage your cookie choices at any time from our Cookie Policy page. For anything else, contact our team through the app.

Care Services Network UK is intended for adults aged 18 and over. We do not knowingly collect data from children. Accounts for care recipients under 18 must be created and managed by a parent or legal guardian.

We may update this policy as the service develops or as the law requires. Material changes will be announced in the app, and the "last updated" date below will always show the current version.