Privacy Policy

Guardian Care Hub takes your privacy, and the privacy of the people you care for, seriously. This policy explains what personal data we collect, why we collect it, how we use it, and the rights you have over it.

This policy is issued by Guardian Care Hub, a company registered in England and Wales. The data controller for the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Our privacy-first approach

Guardian Care Hub is built around one core principle: no cameras, ever. Our system uses discreet sensors, not cameras or recordings, to learn everyday routines and detect changes that may indicate a fall or a need for support. We designed the Service this way to protect the privacy and dignity of the people it supports, and that principle guides everything in this policy.

2. What personal data we collect

Depending on how you use the Service, we may collect:
Account and contact information

• Your name, address, phone number, and email address
• Billing and payment information
• The names and contact details of any Chosen Contacts you nominate to receive alerts

Sensor and device data

• Activity and routine data from motion sensors, such as general movement patterns within the home
• Door sensor data, such as when doors open and close
• Temperature and humidity readings from the home
• Appliance and electricity usage data from smart plug sensors
• Fall detection events from the falls radar sensor
• Location data from the GPS pendant, where this feature is used
• Device status information, such as connectivity and battery levels

Support and communications data

• Records of calls, emails, or messages between you and our team
• Information you provide when reporting an issue or requesting support

Website data

• Standard technical data such as IP address, browser type, and pages visited, collected through cookies and similar technologies (see our separate Cookie Policy, if applicable)

3. Special category data

Some data collected by the Service, such as fall detection events or significant changes in routine, may reveal information about a person’s health. This is treated as “special category data” under UK GDPR and is subject to extra protection.

We only collect and use this data on the basis of your explicit consent, given when you or your representative set up the Service, or where necessary to protect the vital interests of the monitored individual (for example, in a genuine emergency). You can withdraw this consent at any time by contacting us, although this may mean we are unable to continue providing the fall detection or wellbeing monitoring features of the Service.

4. How we use your data

We use personal data to:

• Provide, install, and maintain the Guardian Care Hub system
• Send alerts to your Chosen Contacts when the system detects a possible fall, a significant change in routine, or another event you have asked to be notified about
• Provide customer support and respond to enquiries
• Take payment and manage your account
• Improve the reliability and accuracy of our sensors and alerts
• Meet our legal, regulatory, and safety obligations
• With your consent, send you information about Guardian Care Hub products, services, or offers that may be relevant to you. You can opt out of marketing communications at any time.

5. Our legal basis for processing

We rely on the following legal bases under UK GDPR:

• Contract: to provide the Service you have asked us to provide
• Consent: for special category health-related data, and for marketing communications
• Legitimate interests: to maintain and improve the Service, keep our systems secure, and communicate essential service updates
• Legal obligation: where we are required to retain or disclose information by law
• Vital interests: in a genuine emergency, to protect the life or safety of the monitored individual

6. Who we share your data with

We share personal data only where necessary, including with:

• Chosen Contacts you nominate to receive alerts about the monitored individual
• Installation and support engineers who need relevant information to install, maintain, or troubleshoot your system
• Service providers who help us operate the Service, such as hosting providers, telecommunications and alert-delivery providers, and payment processors, under contracts that require them to protect your data
• Regulators or authorities, where we are required to do so by law, or to protect the safety of a monitored individual in an emergency

We do not sell personal data to third parties.

7. International data transfers

[If any of our service providers store or process data outside the UK or European Economic Area, we ensure appropriate safeguards are in place, such as adequacy decisions or standard contractual clauses, to protect your data in line with UK GDPR requirements.]

8. How long we keep your data

We retain personal data for as long as your account is active, and for a reasonable period afterwards to meet our legal, accounting, and insurance obligations, or to resolve disputes. Sensor and alert data is generally retained for [X months/years] before being deleted or anonymised, unless a longer period is required by law or is necessary to investigate a specific incident.

9. Keeping your data secure

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, or misuse, including encrypted data transmission, access controls, and regular security reviews of our systems and suppliers.

10. Your rights

Under UK GDPR, you have the right to:

• Access the personal data we hold about you
• Correct inaccurate or incomplete data
• Request deletion of your data, in certain circumstances
• Restrict or object to certain processing, including direct marketing
• Request a copy of your data in a portable format
• Withdraw consent at any time, where we rely on consent
• Complain to the Information Commissioner’s Office (ICO) at ico.org.uk if you believe your data has been mishandled

To exercise any of these rights, contact us using the details below. We may need to verify your identity before responding.

11. Data belonging to the monitored individual

Where you set up the Service on behalf of another person, such as a parent or relative, you confirm that you have the appropriate authority or consent to do so, and that you will help us communicate this policy to them where appropriate.

12. Children’s data

Guardian Care Hub is intended for use by adults arranging monitoring for themselves or another adult. We do not knowingly collect personal data from children, except where incidentally captured by home sensors (for example, general activity data) as part of normal household use.

13. Changes to this policy

We may update this policy from time to time to reflect changes in our practices or legal requirements. We will post any changes on this page and update the “last updated” date above. Where changes are significant, we will notify you directly.

14. Contact us

If you have any questions about this policy or how we handle your data, please contact us:

• Phone: 020 4578 5569
• Email: info@guardiancarehub.com