Privacy Policy

Careloop (“we”, “us”, “our”) operates a multi-agency platform that connects service-users with registered carers and their agencies. This policy explains what personal data we collect, how we use it, and the rights you have over it.

For data protection enquiries, contact us at admin@careloop.org.uk.

Careloop is operated by Careloop UK Ltd, a company registered in England and Wales under company number 17168270 (incorporated 20 April 2026), with its registered office at 128 City Road, London, EC1V 2NX, United Kingdom.

Depending on how you use Careloop, we may collect:

• Account data: name, email address, phone number, role (carer / agency / service-user / admin), and account status.
• Profile data: for carers — qualifications, employment history, availability, postcode, and short bio; for agencies — company name, logo, description, postcode, contact details, and service radius.
• Location data: postcodes you provide so we can show relevant carers and agencies in your area. Postcodes are geocoded via postcodes.io.
• Booking and messaging data: booking requests, their status, and any messages exchanged between service-users and agencies on the platform.
• Technical data: device and browser information, IP address, and basic usage analytics, where applicable.

• To create and manage your account.
• To show carers and agencies in search results, including the directory of agency listings we maintain.
• To enable bookings, messaging, and communication between service-users and agencies.
• To send transactional emails (welcome emails, booking confirmations, status updates, password resets).
• To meet our legal and regulatory obligations.

We share data only with the parties needed to operate the platform:

• Service providers: Google Firebase (hosting, authentication, database, file storage), Resend (transactional email), and postcodes.io (postcode lookup).
• Other users: a carer's profile is visible to service-users searching in their area; an agency's listing is visible to anyone browsing the directory.
• Authorities: if required by law or to protect rights, safety, or the integrity of the platform.

We do not sell your personal data.

We keep account and profile data for as long as your account is active. You can request deletion at any time by emailing admin@careloop.org.uk. Unless we are required to keep it longer by law, our typical retention periods are:

• Account and profile data: kept while your account is active, and deleted or anonymised within 30 days of an account deletion request.
• Booking and messaging records: retained for up to 6 years after the booking, in line with the standard UK limitation period for resolving disputes.
• Email logs (welcome, booking, status, and password-reset emails): retained for up to 12 months.
• Technical and usage data: retained for up to 26 months.

Under UK GDPR and the Data Protection Act 2018, you have the right to:

• Access the personal data we hold about you.
• Request correction of inaccurate data.
• Request deletion of your data.
• Object to or restrict how we process your data.
• Receive your data in a portable format.
• Complain to the Information Commissioner's Office (ICO).

To exercise any of these rights, email admin@careloop.org.uk.

We use only essential cookies and local storage — to keep you signed in and to remember your preferences. These are necessary for the platform to work and do not require consent.

We do not currently use third-party analytics, advertising, or tracking cookies. If this changes, we will update this policy and ask for your consent where required.

We use industry-standard measures to protect your data, including encrypted connections (HTTPS), authenticated access controls, and role-based permissions in our database. No system is completely secure; if you believe your account has been compromised, contact us immediately.

We may update this policy from time to time. Any material changes will be reflected in the “last updated” date above.

Questions about this policy or how we handle your data? Email admin@careloop.org.uk.