Who is responsible
CarerBook is operated by [Legal entity name], at [Registered address]. Contact our privacy team at [Privacy contact email].
We generally decide how to use information for accounts, billing, website enquiries and our service analytics. A care organisation generally decides how its clients’ care records are used. We process those records under the organisation’s instructions to provide CarerBook. If your question is about a care record, contact the organisation responsible for it first.
Information we handle
- Identity and workspace: name, email, login credentials or social sign-in identity, role, invitations, profile details, timezone, workspace membership and preferences. Signup may compare device and network-derived timezone.
- Care and health: client identity and contact details, care plans, medications, tasks, visits, daily logs, handovers, assessments, documents, attachments, and family access. These records can contain sensitive health information.
- Work and location: rota, availability, check-ins, timesheets, mileage trips, route points and addresses when location features are used. Background location is used for a mileage trip only while trip tracking is running, subject to device permission.
- Communications and media: support tickets, team and family messages, call information, photos, files, voice recordings and transcripts when you use those features. Chat messages are encrypted in the product; call connectivity uses a real-time communications service.
- Service operations: device tokens for push notifications, IP address and browser details in request or security logs, access logs, feature events, error reports, device details, page views, and session replay when analytics tools are enabled. Replay settings mask some inputs and media. Visible page text and interface labels may still be captured.
- Commercial: subscription and billing identifiers, plan, usage counts and checkout information handled with our payment provider.
When a contact address is configured, the website contact form opens a draft in your email app. The form itself does not send the enquiry to our server.
Why we use information
We use information to create and secure accounts, run workspaces, provide care records and coordination tools, send messages and notifications, support calls and reports, calculate subscriptions and usage, answer support requests, investigate incidents, and improve the service.
Care organisations must identify and explain their lawful basis for the care information they enter. The final version of this policy must set out our lawful bases and any additional condition required for health information in the relevant jurisdiction. See Details to complete before launch.
AI features
AI Carer, document extraction, pre-visit help and reviewed visit drafts may use care records, plans, notes, questions, documents, audio or transcripts to produce an answer or draft. Depending on configuration, the provider may be OpenAI, Mistral or Google Gemini. Some features create embeddings to find relevant records. Voice recordings go to a configured transcription provider. After a successful transcript, the temporary audio file is removed; encrypted transcripts and draft records may remain in the workspace.
AI output may be incomplete or wrong. A person should check it before using it in care, medication or safeguarding decisions. Whether an external provider retains submitted content or uses it for training depends on that provider’s service terms and our agreements with it.
Device permissions and tracking
The mobile app requests location for check-in and mileage, including background location for a trip you start; camera or photo library access for attachments; microphone access for voice features and calls; and notification permission for alerts. You can manage permissions in your device settings. Turning them off may limit the related feature.
When configured, the signed-in web and mobile apps can use PostHog analytics and session replay and Sentry diagnostics. The web app can set session and workspace cookies and use browser storage for app state. The public website does not currently load those analytics tools. Where consent is required for non-essential analytics and replay, a consent control must be in place before launch. This draft policy does not collect consent.
Security, location and retention
Access is controlled by accounts, workspace roles and permissions. Parts of care records and stored documents are encrypted. No system is completely secure. Data may be processed by providers in other countries; the final notice must identify the relevant hosting locations and transfer safeguards.
We keep information as needed to provide the service, follow a care organisation’s instructions, handle disputes and meet legal duties. Some client records and files can be deleted through the product. There is currently no account-wide self-service deletion flow or single retention period for all information. The final policy must state retention periods or criteria for each category, including backups.
Your choices and rights
Depending on your location, you may request access, correction, deletion, restriction, portability or an objection to certain uses. You may also have the right to complain to a data protection authority. Contact [Privacy contact email]. For care records controlled by a care organisation, we may direct your request to that organisation. We may need to verify identity and retain information where law requires it.
Changes to this policy
We will update this page when our practices or legal details change and show a new effective date. If a change materially affects users, we will provide additional notice where required. The terms of service explain the rules for using CarerBook.
Details to complete before launch
Before publication, this draft needs the legal entity and registered address, privacy contact, effective date, lawful bases and any special-category condition, retention schedules, hosting and international transfer details, final processor agreements, and a decision on consent for analytics and replay. The final version needs review against the deployment settings and contracts.
Have a question about this document?
Contact CarerBook