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Privacy policy

Helper Privacy Policy

The data that we collect, how we collect it and why

We collect the data that you share with us whilst using the service and the data that you generate whilst using the service.

We will only process protected data such as information about your health, if such processing is required to help treat or manage the heath of the patient, or when we specifically obtain consent from you.

Data that you share with us in order to receive value from the service:

  • Contact information including your name, e-mail, telephone number and address
  • Information about the patient including their issues, medications and information reported back via the reporting feature and chat functions, and information you share via these functions
  • Billing information such as amount paid or earned
  • Ratings and reviews
  • Log-in information such as username and password
  • The following only applies to carers who use the platform:

  • Information on your profile, such as your picture, bio, skills and capabilities
  • Information generated throughout the application process, including a copy of your DBS (sighted, but not stored, in compliance with all DBS registered body regulations)
  • Other information that we request in order to better serve you:

  • Feedback and survey information
  • Issues and complaints information

Payment information:

  • Although you do enter this information, Helper does not receive it. Payment card information is transmitted directly to a third-party payment card processor, Stripe, through Secure Socket Layer (SSL) encryption technology. Stripe then informs Helper whether or not the payment has been processed but does not provide payment information. Stripe's privacy policy is available here.
  • Information we collect through technology is collected to better serve you:

  • Some services that we use may collect your Internet Protocol (IP) address (This shows them your ISP or geographic area but on its own, does not identify you, however, could be linked with an IP address you used to access Helper).
  • We may also collect a unique identifier for your computer, mobile device, or other device used to access the Helper ("Device Identifier") which could be used to identify which pages you viewed and be linked to other information you have provided us
  • Cookies used to track you across the web, however, we do not link this to your profile. These are stored on your browser, so you can delete them at any time.
  • Web Beacons, such as the Facebook Pixel, tell us how you navigate around the platform. We use this data in an aggregate way to improve our services.

Information You Provide About A Third Party:

  • We collect data you share with us, such as name and email, via our referral scheme
  • Any information that you provide about someone else, must be done so with their consent

How we use the data we collect

We use the information we collect to serve you, improve that service, recruit carers, ensure safeguarding and promote our services. These uses include but is not limited to:

  • Registering you on the platform
  • Enabling you to send and receive messages
  • Enabling you to schedule, reschedule and cancel services
  • Rating and reviewing the service
  • Reporting on the work that has been done
  • Managing payments for services
  • Recruiting carers
  • Ensuring safeguarding for the benefit of clients/patients
  • Providing carers with patient information where required
  • Providing public profiles of carers
  • Addressing complaints, questions and feedback
  • Investigating disputes and other issues
  • Troubleshooting technical problems
  • Communicating with you by email, telephone, or text messages
  • Improving our services
  • Sending you marketing and promotional materials
  • Marketing and advertising products and services
  • Identifying and preventing privacy breaches
  • Informing you of changes to our privacy policy

If you wish to opt-out of promotional e-mails, text messages, or other communications, you may opt-out by following the unsubscribe link or by contacting Helper directly.

We delete information about you, where required to by law and on your direct request. We also remove information that we consider inappropriate or no longer relevant, at our sole discretion.

Where we collect and use sensitive or special categories of personal data, such as details about your health, we will seek specific permissions from you to process such data as part of the services we provide in accordance with this privacy policy and Data Protection Legislation.

Except as expressly set out in this privacy policy we do not share, sell, or lease personal information about you to any third parties for their marketing use.

Your Rights

Your data is just that, it belongs to you. As such, you have a number or rights:

  • To be informed about the processing, transfer, storage and origin of additional data.
  • To be informed of any profiling based on the data you provide
  • Tor receive a copy of your data on request or have that transferred to a third party
  • To have it deleted on request
  • To object to how it has been or is being processed and used at to be able to opt out of such processing and subsequent decision making on the basis of your data
  • To request us to stop contacting you.

Who we share the data with

We do not share your Personal Information with third parties, other than as disclosed in this Privacy Policy, at the time you provide your information. This includes but is not limited to:

Information about clients

In order to provide you with a high level of service, we share information entered about patients with the carers working for them. Clients can manage this from the user management panel, choosing to share viewing or editing privileges with carers and others they choose to invite. This can include:

  • Patient information shared in the care plan
  • Medication information shared in the care plan
  • Previous reports, which act as handoffs between carers

Information about carers:

Helper publicly shares information about the carers on the platform including but not limited to:

  • Biography
  • Picture
  • Skills and capabilities
  • Reviews and aggregate rating

Where a review has been shared Helper retains the right to share the review in full, the rating and the first name and initial of the person who provided the rating, as well as their general location

Carers may use this information to promote their services, as will Helper.

Sharing information with Third Parties

Third party companies and individuals provide or facilitate certain aspects of the services offered through the Helper. We may provide these third-party service providers with access to your information, including your Personal Information so that they can perform these services for us. We require these third-party service providers to provide safeguards for your Personal Information similar to the ones that we provide.

  • We may share your information in the following ways:
  • We may contract with third-party service providers to help us improve our services
  • We may disclose your Personal Information when obtaining legal advice
  • We use Stripe, a third-party service provider, to process any billing information, including credit card information you submit
  • 3rd parties you come into contact with whilst using Helper may request information which we will provide with your permission. This information will then fall under their privacy policy
  • We may be required to disclose Personal Information in response to a court order
  • We may disclose account and other Personal Information when we believe disclosure is necessary to comply with the law or to protect the rights, property, or safety of Helper, our users, or others. This includes exchanging Personal Information with other companies and organisations for fraud prevention and credit risk reduction

Cookies:

All Cookies used by this Website are used in accordance with current UK and EU Cookie Law.

How we keep your data safe

Data security is important to us, we have implemented technical, administrative, and physical security measures to protect your Personal Information from unauthorised access or disclosure and improper use.

Only employees who need to access your information to perform their roles are given access to it, this is controlled and access revoked at the earliest opportunity. Employees are made aware of the importance of data privacy and security.

Where password access is required, you are responsible for keeping your password confidential.

Please note that despite our reasonable efforts, no security measure is ever perfect or impenetrable, so we cannot guarantee the security of your Personal Information.

General

Helper reserves the right to change this privacy policy at its sole discretion or where required to by law. We will share those changes with you as they occur.

We do not collect any information from anyone under 13 years of age, as anyone younger than 13 is not authorised to use Helper.

In the event of any sale of Helper, we reserve the right to disclose and transfer your information, including your Personal Information to the subsequent owner:

Where any part of this privacy policy is found to be invalid, illegal or unenforceable, that part will be deleted, however, this does not affect any other part of the policy

This Agreement will be governed by and interpreted according to the law of England and Wales. All disputes arising under the Agreement will be subject to the jurisdiction of the English and Welsh courts.

Contact information and Complaints

If you have any questions or concerns, please contact helper at Admin@helper.community.

If you have any concerns about our use of your information, you also have the right to make a complaint to the Information Commissioner's Office, which regulates and supervises the use of personal data in the UK, via their helpline on 0303 123 1113.