Cara Horwood is responsible for the personal information collected through this website, by phone, by email, through the client portal, and while providing care services.

References to “I”, “me” and “my” in this policy mean Cara Horwood.

When you contact me by phone, email, WhatsApp, the website, or the client portal, I may collect your name, contact details, the location where care is needed, information about the person needing care, and any relevant health, mobility, medication, wellbeing or support needs you choose to share.

If you become a client, I may also keep basic care records, visit notes, invoicing details, payment records, communication history, emergency contact details, and information needed to provide safe and appropriate care.

The website or client portal may also collect limited technical information such as IP address, browser type, device information, login activity and security logs. This is used to keep the website and portal secure and working properly.

I collect and use personal information to respond to enquiries, understand what support is needed, provide care safely, keep suitable care records, manage appointments, communicate with clients or their representatives, invoice correctly, and meet legal, insurance and safeguarding obligations.

For enquiries, I usually rely on legitimate interests so I can respond to you and discuss the support needed.

For ongoing care, I rely on the contract between us and my legitimate interests in managing and providing care services.

Some information, such as health, medical or care needs, may be special category information. Where relevant, I rely on explicit consent, vital interests, or another appropriate legal basis where the information is needed to provide safe care or respond to urgent safeguarding or welfare concerns.

Information may be stored in email, phone records, care records, invoicing systems, the client portal, and secure digital systems used to manage the care service.

The website and client portal are hosted on a private server managed by my hosting and technical support provider. This provider is not employed by me, but supports the hosting, maintenance, security, backups and technical operation of the website and portal.

My hosting and technical support provider may technically be able to access personal information stored on the website, server, database, backups or client portal when carrying out hosting, maintenance, troubleshooting, security updates, backups or support.

They are only permitted to access or use this information where needed to provide technical services to me, and they must not use it for their own purposes.

I do not sell your personal information or share it for marketing.

I may share information where legally required, where necessary for safeguarding, where needed to provide care safely, or with your explicit consent, such as coordinating with family members, healthcare professionals, emergency contacts, or other people involved in your care.

I may also use trusted service providers for hosting, technical support, email, invoicing, payment processing, accounting, administration or legal compliance. These providers should only process information as needed to provide their services.

Enquiry details are kept only as long as needed to respond to your enquiry and follow up appropriately.

Records for active clients are kept for as long as care is provided and for a reasonable period afterwards to meet legal, insurance, accounting and safeguarding requirements.

I take reasonable steps to keep personal information safe, including using secure systems, restricted access, backups, password protection and appropriate technical safeguards.

No online system can be guaranteed to be completely secure, but access to personal information is limited to people or providers who need it for the purposes described in this policy.

You can ask to see what personal information I hold about you, ask for it to be corrected, ask for it to be deleted, object to how it is used, ask me to restrict how it is used, or withdraw consent where consent is being relied on.

You can also complain to the UK Information Commissioner’s Office at ico.org.uk.

If you have any questions about this privacy policy or how your personal information is handled, please email [email protected].