Privacy Policy
Last updated: 9th June 2026
This Privacy Policy explains how YourCareHome collects, uses, stores and shares personal data when you use www.yourcarehome.co.uk and related services on the Site.
YourCareHome is a website operated by theMediaFlow Ltd, c/o HSA, Lewis House, Great Chesterford Court, Great Chesterford, Saffron Walden, CB10 1PF, England. References in this policy to we, us or our mean YourCareHome / theMediaFlow Ltd.
1. What personal data we may collect
We may collect and use the following categories of personal data:
- identity and contact data, such as your name, email address, telephone number and any details you include in a form or message;
- review and feedback data, including ratings, comments, survey responses and complaint information;
- enquiry data, including information you provide when asking about a care provider or service;
- technical and usage data, such as IP address, browser type, device data, pages viewed, timestamps, referring website information and general usage patterns;
- communication data, including messages you send to us; and
- marketing and preference data, including any consent choices you make.
2. Special category data
Because the Site relates to care services, some information submitted through enquiries, forms, reviews or messages may reveal information about a person’s health, disability, care needs or related circumstances. Under data protection law, this may amount to special category data.
Please do not submit unnecessary health or care information, especially about another person, unless you are lawfully authorised to do so and it is necessary.
3. How we collect personal data
We collect personal data:
- directly from you, for example when you contact us, submit a review, complete a form or send an enquiry;
- automatically, through server logs, cookies and similar technologies when you use the Site; and
- in limited cases from third parties, for example where a provider responds to an enquiry, where we investigate a complaint, or where provider information is supplied from a public source or a provider.
4. How we use personal data
We may use personal data to:
- operate, maintain and improve the Site;
- publish, moderate, investigate, verify, remove or respond to reviews, comments and other submissions;
- respond to enquiries and requests;
- pass on an enquiry to a relevant provider where that is part of the service you have requested;
- manage listings, provider relationships and website functions;
- monitor usage, performance, security and misuse;
- comply with legal obligations and deal with complaints, disputes or claims;
- send service communications; and
- send marketing communications where we are legally permitted to do so.
5. Lawful bases
Depending on the circumstances, we rely on one or more of the following lawful bases:
- legitimate interests – for operating and improving the Site, preventing misuse, moderating content, responding to complaints, maintaining records and running our business;
- consent – where you have given consent, including where required for certain cookies, direct marketing or specific third-party lead sharing;
- performance of a contract – where processing is necessary to provide a service you have requested; and
- legal obligation – where we need to comply with law, regulation, court orders or lawful requests.
Where special category data is processed, we will also rely on an appropriate additional condition under applicable data protection law.
6. Reviews, comments and public content
If you submit a review, comment or other content to the Site, we may use the information you provide to assess whether the submission appears genuine, relevant and compliant with our rules.
If your submission is published, information contained in the published content may be visible to the public. You should not include personal contact details, confidential information or identifying information about other individuals unless you are lawfully entitled to do so and it is appropriate.
We may contact you about your submission if we need to verify it, investigate a complaint or deal with moderation or legal issues.
7. Enquiries and lead handling
If you ask us to put you in touch with a care home, home care provider or related service, we may pass the information you provide to that provider or service so they can respond to your request.
Where we ask for your consent to pass your details to one or more providers for follow-up or marketing, you can withdraw that consent at any time.
Once your information has been passed to a third party acting as its own controller, that third party’s own privacy practices will also apply.
8. Marketing
We may send you marketing communications where we are legally entitled to do so. Where consent is required, we will ask for it.
You can opt out of marketing communications at any time by using the unsubscribe option provided or by contacting us through our contact page.
9. Who we share personal data with
We may share personal data with:
- service providers and processors who help us operate the Site or provide services, such as hosting, email delivery, analytics, technical support, moderation support or customer service providers;
- care providers or related services where you have asked to be connected with them or where sharing is otherwise lawful and necessary for the service requested;
- professional advisers, insurers or prospective purchasers of the business where appropriate and lawful;
- courts, regulators, law enforcement bodies or public authorities where required or permitted by law; and
- other parties where you have consented or where disclosure is otherwise lawful.
Our main service providers currently include Cloudflare (website hosting, content delivery and security), Twilio / SendGrid (email delivery), Stripe via WooPayments (payment processing), Google (maps, reCAPTCHA anti-spam and fonts), Wordfence / Defiant (website security), Automattic / WooCommerce (online store and tax services), and Imagify and WP Rocket (image optimisation and site performance). We also use content delivery networks to serve website files. This list may change from time to time as our providers change.
We do not sell personal data.
10. International transfers
Several of our service providers are based in, or process personal data in, the United States. These include Twilio (SendGrid) for sending emails (including our newsletter), Stripe for payment processing, Google for maps, reCAPTCHA anti-spam and fonts, Cloudflare for website hosting, content delivery and security, Automattic / WooCommerce for online store and tax services, and Defiant (Wordfence) for security. Using these services involves transferring relevant personal data, such as your name, email address, IP address or payment details, to the United States.
Where personal data is transferred outside the UK, we rely on appropriate safeguards required by data protection law. For transfers to the United States, we rely on our providers’ certification under the EU-US Data Privacy Framework and its UK Extension (the UK-US data bridge) and/or the UK International Data Transfer Agreement together with Standard Contractual Clauses, as set out in those providers’ data protection terms. Some other providers, such as our image-optimisation and site-performance services, are based in the European Union.
11. Data retention
We keep personal data only for as long as reasonably necessary for the purposes for which it was collected, including legal, regulatory, moderation, complaint handling, fraud prevention and record-keeping purposes.
Retention periods may vary depending on the type of data and the reason we hold it.
12. Security
We use appropriate technical and organisational measures intended to protect personal data against unauthorised or unlawful processing and against accidental loss, destruction or damage.
However, no website or internet transmission can be guaranteed to be completely secure.
13. Your rights
Depending on the circumstances, you may have the right to:
- request access to your personal data;
- request correction of inaccurate or incomplete personal data;
- request erasure of personal data;
- request restriction of processing;
- object to processing, including processing for direct marketing;
- request portability in certain cases; and
- withdraw consent where we rely on consent.
To exercise any of these rights, please contact us through our contact page.
14. Complaints
If you have concerns about how we use personal data, please contact us first using our contact page.
You also have the right to complain to the Information Commissioner’s Office in the UK.
15. Third-party sites
The Site may link to third-party websites, services or social media platforms. We are not responsible for their privacy practices, and you should review their own privacy notices before providing personal data to them.
16. Cookies
We use cookies and similar technologies on the Site. Some third-party services we use – for example Google Maps and reCAPTCHA, and Cloudflare – may also set cookies or process device data such as your IP address. Please see our Cookie Policy for more information.
17. Changes to this policy
We may update this Privacy Policy from time to time. The latest version published on the Site will apply.