Privacy Policy

1. Who are we?

1.1. We are Prema Care Solutions Ltd. For privacy queries, you can contact us at Other contact details are on our website.

2. What’s the point of this policy?

2.1. It tells you what to expect when we collect your personal information via our website, app or otherwise. Please only use our service if you are completely happy with this policy.

2.2. Generally, the policy covers only information provided to us. If you give personal information to other websites, please check their privacy policies.

3. Might the policy change?

3.1 Yes. We will post any new version on our website (please check whenever you visit the site) and also notify you by email, SMS, in-app message or otherwise. We will assume you agree to the new version of the policy if you use our site or app after its effective date.

4. What do we collect?

4.1. Information which you upload to our service or otherwise give us such as:

  • your name and contact details;
  • other information you provide when you register with us or later such as your date of birth, photo and short bio and:
    - if you are a care provider: your nationality, immigration status, ID documents, NI number, DBS cert, language skills, experience, references, qualifications, hobbies, diet, fitness, personal habits / likes, work preferences;
    - if you are a care user: your gender, next of kin, residential situation, bodyweight, care needs / plan, health conditions, hobbies;
  • details about your transactions on our service;
  • information that you include in messages sent via our service and/or in communications with us; and
  • contact or other information which you give or allow us to use for newsletters or other marketing.

4.2. Some of this information will be “special category data”, such as details relating to your health.

4.3. Automated information about your use of our service such as: the internet protocol (IP) address used to connect your device to the internet, connection information such as browser type and version, information about your device including device-type and device identifier, operating system and platform, mobile network data, a unique reference number linked to the data you enter on our system, login details, the site from which you arrived at our service, details of your activity with date / time stamps including pages you visited and your searches / transactions. 

4.4. The following information about you may be provided to us by other people:

  • Limited billing or other information sent to us by the relevant app store or payment provider for verification purposes e.g., your name and email address.
  • Information relating to convictions, inclusion on barred lists and similar information if you authorise us to carry out DBS checks on you.

5. What’s our reason / legal basis for collecting the information?

5.1. Because it’s necessary to take steps at your request to enter into a contract with you and/or to perform such a contract. This applies to initial enquiries and to contact, registration and transaction details.

5.2. Because it’s necessary for the supply of social care by care providers (in the case of health information).

5.3. Because it’s in our “legitimate interests”, e.g., to manage and improve our service including tracking usage patterns and preventing or detecting fraud or abuse. This applies to automated usage data.

6. How long do we keep personal information?

6.1. Until the end any relevant contract or you ask us to delete it or we reject your application to use our service in which case we will delete the information within 7 days (subject to the next paragraph).

6.2. We may hold on to some of your information for longer (typically up to seven years after the end of any relevant care contract) if reasonably needed for legal, regulatory or tax reasons, deal with disputes, prevent fraud or abuse and/or enforce our terms and conditions.

6.3. We will generally keep automated browsing information for up to 18 months.     

7. To whom do we send or make available your personal information?

7.1. To other people who supply us with a service, e.g. website hosts and developers, payment providers and businesses which help us send communications or monitor our website and which provide us with online advertising, analytics and other IT services.

7.2. To potential care providers, if you are a care user.

7.3. To care users, if you are a shortlisted care provider.

7.4. To regulators, the police and other law enforcement authorities to help deal with fraud and abuse and/or comply with legal requirements.

7.5. To insurers and professional advisers in connection with our insurance cover or to deal with legal claims.

7.6. To potential buyers so far as reasonably necessary, in the case of an actual or proposed (including negotiations for a) sale or merger or business combination involving all or the relevant part of our business.

8. Do we send your information outside the EU?

8.1. Your personal information which we collect is stored within the EU and is not transferred to any third countries except as follows.

8.2. Your personal information (e.g., name, email address, IP address, browsing information) may be transferred to the US by the following companies: Apple (app admin), Google / Facebook (analytics / advertising / app admin) and the social media companies listed in our cookies policy. Transfer is generally on the basis of contracts with EU-mandated standard contractual clauses designed to provide adequate safeguards for your personal information. Some of these companies were certified under the EU-US Privacy Shield Framework which is no longer applicable due to a court decision; we understand that the authorities are working on a replacement and we aim to update our policy to reflect this in due course.

9. What rights do you have?

9.1. If the legal requirements are met: To ask us for access to your personal information, to rectify it if there are mistakes, to delete it or restrict its use in certain circumstances or to “data portability” or to withdraw any consent you’ve given (e.g. marketing).

9.2. You may also have the right to object to use of your personal information in certain circumstances.

9.3. If you have a complaint about how we are dealing with your personal information, please contact us via the email address above. If you are not happy with our response or think we are not handling your personal information in accordance with the law, you have the right to complain to the Information Commissioner’s Office (ICO).

9.4. For more information about your rights, visit the ICO’s website: