Privacy Policy

This Privacy Policy explains how Carewise AI Ltd (“Carewise”, “we”, “us”, “our”) collects, uses, and protects personal data when you use the Carewise website and application (the “Service”).

We know Carewise handles sensitive information about you and the person you care for. We treat that responsibility seriously, and this policy is written to be clear rather than to bury anything. If anything is unclear, contact us at support@care-wise.co.

1. Who this policy is for

This policy covers:

• you, the carer who creates an account and uses the Service; and
• the person you care for, whose information you may enter into the Service.

If you are entering information about another person, please see Section 5, which explains your responsibilities and that person’s rights.

2. The personal data we collect

Depending on how you use the Service, we may collect:

Account and contact data

• Your name, email address, and password (stored only in encrypted/hashed form).
• If you sign in with Google, basic profile information (name, email address) provided by Google.
• Your relationship to the person you care for, and similar profile details.

Information about the person you care for (the “care profile”)

• Details such as their name, age, and living situation.
• Health and care information, which may include diagnoses, cognitive status, mobility and falls history, medications, things that comfort or distress them, daily routines, and food preferences.
• Practical and financial context, such as benefits, financial notes, and emergency contacts.
• Any photo you choose to upload.

Some of this is special category data (information about health). We give it extra protection — see Section 4.

Content you create in the Service

• Your conversations with the AI chat assistant.
• Logbook entries, action plans, and care plans you generate or save.

Payment data

When you subscribe, payment is handled by our payment provider, Stripe. We receive limited information such as confirmation of payment and the last digits of your card; we do not store your full card details.

Technical and usage data

Basic information about your device and how you use the Service, and cookies or similar technologies (see Section 9).

Human support data

If you join a waitlist or request a call with an adviser, the topic and any message you send us.

3. Why we use your data, and our legal basis

Under UK data protection law we must have a lawful basis for using personal data. Our bases are:

Where we rely on legitimate interests, we have considered whether those interests are outweighed by your rights, and we limit what we do accordingly. You can object — see Section 8.

4. Health and other sensitive data

The care profile and your chats may contain special category data (mainly health information). The law requires an additional condition to process this, and we rely on your explicit consent.

This means:

• When you sign up and provide health information, we ask you to give clear, separate consent to us processing it for the purpose of providing the Service.
• You can withdraw that consent at any time by contacting us or by deleting the relevant information or your account. Withdrawing consent does not affect processing we carried out before you withdrew it, but it may mean we can no longer provide some or all of the Service.

We do not use health information for advertising, and we do not sell it.

5. Information about the person you care for

Carewise is designed to let you store information about someone else — the person you care for. That person is also protected by data protection law, even though you are the one entering the information.

By entering their information, you confirm that you are entitled to do so — for example because you have their consent, you hold a relevant authority, or you are acting in their best interests where they are unable to consent themselves.

We process that information to provide the Service to you, on the basis described in Sections 3 and 4. The person you care for has the same rights set out in Section 8. If that person, or someone acting for them, contacts us to exercise those rights, we will respond appropriately and may need to balance their rights with yours and with our ability to provide the Service.

Please only enter information about another person that is necessary for the care you are providing.

6. How the AI chat works, and who we share data with

AI processing. When you use the chat assistant, your message — together with relevant information from the care profile and our care guides — is sent to our AI provider to generate a response. The AI uses this only to produce your answer. The Service provides information and support; it does not make automated decisions about you that have legal or similarly significant effects. You make the decisions.

Service providers (processors). We share personal data with carefully chosen providers who process it on our instructions to run the Service. They are not allowed to use it for their own purposes. They currently include:

• Anthropic — powers the AI chat assistant (processes your messages and relevant profile context to generate responses).
• Voyage AI — converts text into a numerical form used to find relevant care guides.
• Supabase — secure database and file storage (your account, care profile, content, and uploaded photos).
• Vercel — hosting and delivery of the Service.
• Sanity — stores our library of care guides (this holds our content, not your personal data).
• Stripe — processes subscription payments.
• Google — if you choose to sign in with Google, processes your authentication on our behalf.
• Email and analytics providers we use to operate and improve the Service.

Others. We may also share data where the law requires it, to protect someone’s safety, to enforce our Terms, or in connection with a business sale or reorganisation (in which case your data would remain protected by terms at least as strong as these).

We do not sell your personal data.

7. Sending data outside the UK

Some of our providers process data outside the United Kingdom, including in the United States (for example, our AI provider). Where personal data leaves the UK, we make sure it is protected by an appropriate safeguard recognised under UK law, such as:

• the UK International Data Transfer Agreement (IDTA) or the UK Addendum to the EU Standard Contractual Clauses; or
• the UK Extension to the EU–US Data Privacy Framework (“UK–US Data Bridge”), where the provider is certified.

You can ask us for more detail about the safeguards we use by contacting support@care-wise.co.

8. Your rights

Under UK data protection law you have the right to:

• be informed about how we use your data (this policy);
• access the personal data we hold about you;
• have inaccurate data corrected;
• have your data erased in certain circumstances;
• restrict or object to certain processing;
• data portability — receive certain data in a reusable format;
• withdraw consent at any time where we rely on it (such as for health data); and
• not be subject to solely automated decisions with legal or similarly significant effects (we do not make such decisions).

To exercise any of these, contact support@care-wise.co. We will respond within one month. There is normally no charge.

Complaints. If you are unhappy with how we handle your data, please tell us first at support@care-wise.co so we can try to put it right; we aim to acknowledge complaints promptly and within 30 days.

9. Cookies and similar technologies

We use cookies and similar technologies to:

• keep you logged in and keep the Service working (strictly necessary — these do not require consent); and
• understand how the Service is used so we can improve it (analytics — we ask for your consent before setting these, through our cookie banner).

You can manage non-essential cookies through the banner or your browser settings.

10. Improving the Service

We may analyse how the Service is used, including the questions people ask the chat assistant, to find gaps in our care guides and improve the help we provide. Where we keep chat content for this purpose, we take steps to remove or separate information that identifies you or the person you care for, and we limit access to it. You can object to this use by contacting support@care-wise.co.

11. How long we keep your data

We keep personal data only as long as we need it:

• Account and care profile data — while your account is active, and for a short period afterwards in case you return or for our records.
• After you close your account — we delete or anonymise your personal data within 30 days, except where we need to keep some of it longer (see below). Residual copies in secure backups are deleted on our normal backup cycle.
• Financial records — kept for as long as the law requires (generally 6 years for UK tax purposes).
• Records needed for legal claims or compliance — kept for as long as necessary for that purpose.

12. How we protect your data

We use appropriate technical and organisational measures to protect your data, including encryption in transit, access controls and row-level security on our database, restricting who can access data, and storing uploaded photos in a private storage area. No system is completely secure, but we work to protect your information and to respond quickly if a problem arises.

13. Children

Carewise is intended for carers aged 18 or over and is not directed at children. We do not knowingly collect data from anyone under 18. If you believe a child has provided us with personal data, contact us and we will remove it.

14. Changes to this policy

We may update this policy from time to time. If we make a significant change, we will let you know by email or within the Service. The “last updated” date at the top shows when it was last revised.

15. Contact us

For any privacy question or to exercise your rights:

Carewise AI Ltd
Email: support@care-wise.co