This policy explains how Anywhere Care Ltd collects, uses and protects your personal information when you visit our website, buy an Anywhere Pendant or Anywhere Watch, or use our 24/7 monitoring service. It applies to our customers, to the people who wear our alarms (if that's someone other than the person who bought it), and to the emergency contacts they nominate.
Who we are
Anywhere Care Ltd is the "controller" of your personal information. This means we decide how and why it's used and are responsible for keeping it safe.
- Registered address: Unit 7, Twin Brook Business Park, Twin Brook Road, Clitheroe, Lancashire, BB7 1QX
- Company number: 11102856
- Email: info@anywherecare.co.uk
- Phone: 01200 406640
The information we collect
Information you give us
- Contact and order details: your name, address, email address, phone number and delivery details.
- Payment details: we take payment through Stripe. We don't store your full card number ourselves.
- Wearer details: the name, date of birth, address and phone number of the person who will wear the alarm.
- Health and care information: details you choose to share so our monitoring team can help in an emergency, such as medical conditions, medication, mobility, allergies and access arrangements (for example a key safe).
- Emergency contacts: the names and phone numbers of the people you'd like us to contact if an alarm is raised.
- VAT exemption declaration: if you claim VAT relief, the information on your eligibility declaration, which may include a health condition.
- Communications: emails, messages and notes of conversations with our team.
Information from your device
- Location: GPS location from the Pendant or Watch, so we and your contacts can find the wearer when help is needed, and through our secure portal.
- Alarm and fall data: when the SOS button is pressed or a fall is detected, along with the time and location.
- Calls: two-way voice calls between the wearer and our monitoring team.
- Device data: battery level, signal and network information, and device status.
Information from our website
- Website usage: your IP address, browser type and the pages you visit, collected through cookies and similar technologies (see Cookies below).
- Product quiz: your answers to our 30-second quiz. We don't ask for contact details to take the quiz.
How we use your information and why
UK data protection law requires us to have a valid reason, called a "lawful basis", for each way we use your information.
| What we use it for | Our lawful basis |
|---|---|
| Processing your order, delivering your device and setting up your service | Performing our contract with you |
| Responding to alarms and falls, locating the wearer and contacting emergency contacts or emergency services | Performing our contract with you. In a life-threatening emergency, protecting someone's vital interests |
| Taking monthly or yearly payments and sending renewal reminders | Performing our contract with you |
| Customer support and service updates (for example low-battery alerts) | Performing our contract with you |
| Keeping financial, tax and VAT records | Complying with our legal obligations |
| Improving our website, products and service, and keeping our systems secure | Our legitimate interests |
Health information
Health information, including fall alerts and the medical details you share with us, is "special category" data under UK data protection law and needs extra protection. We use it only to provide and manage your care and monitoring service, or where it's needed to protect someone's life in an emergency.
We never sell your information and never use your health information for marketing.
If you're setting up an alarm for someone else, please make sure they know you're sharing their details with us and have shown them this policy. Please also let your emergency contacts know you've given us their details.
Who we share your information with
We only share your information where it's needed to provide our service, or where the law requires it:
- Your emergency contacts: when an alarm is raised, so they can help.
- Emergency services: such as the ambulance service or police, when the wearer needs urgent help.
- Our monitoring partners: Our QSF approved partner monitoring centre Forestcare ran by Bracknell Forest Council.
- Service providers who work for us: including our payment provider, mobile network and SIM providers, device platform and portal providers, IT and hosting providers, and delivery companies. They can only use your information to provide their service to us.
- Regulators and authorities: such as the CQC, HMRC or the police, where we're legally required to share it.
- A new owner: if our business is ever sold or merged, your information may pass to the new owner, who must protect it in the same way.
Information stored outside the UK
If your information is transferred outside the UK, we make sure it's protected to UK standards. This means sending it only to countries the UK government has approved as having adequate protection, or using approved legal safeguards such as the UK International Data Transfer Agreement.
How long we keep your information
We keep your information only for as long as we need it:
- Customer and service records: for the length of your service and after it ends, so we can deal with any queries, claims or regulatory requirements.
- Alarm records and call recordings: 24 Months
- GPS location history: 24 Months
- Financial and VAT records: 6 years, as required by HMRC.
After these periods, we securely delete or anonymise your information.
Your rights
Under UK data protection law, you have the right to:
- Access the personal information we hold about you and get a copy of it.
- Correct information that's wrong or incomplete.
- Delete your information, where we no longer have a reason to keep it.
- Restrict how we use your information in certain circumstances.
- Object to us using your information based on our legitimate interests, and to direct marketing at any time.
- Move your information to another provider (data portability).
- Withdraw consent at any time, where we rely on your consent.
To use any of these rights, email info@anywherecare.co.uk or call 01200 406640. We'll respond within one month. We may need to check your identity first.
Please note that if you ask us to delete or restrict information we need to monitor an alarm, such as location or emergency contacts, we may not be able to continue the monitoring service.
Making a complaint
If you're unhappy with how we've handled your personal information, you have the right to complain to us. Please contact us at info@anywherecare.co.uk or call 01200 406640, and put "Data protection complaint" in your subject line. We'll acknowledge your complaint within 30 days, look into it and keep you updated, and let you know the outcome without undue delay.
Cookies
Our website uses cookies to make it work properly and to help us understand how visitors use it. We'll only use non-essential cookies, such as analytics or advertising cookies, in line with the choices you make in our cookie banner. You can change your choices at any time.
For full details, see our Cookie Policy.
Keeping your information secure
We use appropriate technical and organisational measures to protect your information, including encryption, access controls and staff training. We're certified under the government-backed Cyber Essentials scheme. If a data breach is likely to put your rights at risk, we'll tell you and the ICO as the law requires.
Automated decisions
Our devices automatically detect possible falls and send alerts, but every alarm is handled by a member of our monitoring team. We don't make decisions about you that have legal or similarly significant effects based solely on automated processing.
Children
Our services are intended for adults. If an alarm is used by someone under 18, a parent or guardian should set up the account and manage it on their behalf.
Changes to this policy
We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated. If we make significant changes, we'll let you know by email.
Contact us
If you have any questions about this policy or your personal information, please contact us:
Anywhere Care Ltd
Email: info@anywherecare.co.uk
Phone: 01200 406640
Address: Unit 7, Twin Brook Business Park, Twin Brook Road, Clitheroe, Lancashire, BB7 1QX