Privacy Policy

Effective Date: 7th July 2025

My Home Call (“we”, “us”, or “our”) is deeply committed to safeguarding your privacy and ensuring the security of your personal data. This Privacy Policy provides a comprehensive explanation of how we collect, use, store, and protect your personal information when you utilize our mobile application and associated services (collectively, the “Services”). We understand the sensitive nature of the information you entrust to us, and we are dedicated to maintaining your trust.

1. What Data We Collect

We firmly believe in data minimisation and only collect the personal data strictly necessary to deliver our Services effectively and provide you with the intended functionality. This data includes:

Biometric Data: For robust and secure authentication, we may collect biometric data such as facial recognition scans or fingerprint data. This information is used solely to verify your identity and grant you access to your account. We ensure this data is securely stored and processed on your device and/or our secure servers with strong encryption.
Emergency Contact Details: To enable swift and effective assistance during an emergency, you will be asked to provide the names, phone numbers, and your relationship to your designated emergency contacts. This information is crucial for sending timely alerts when an emergency is triggered.
Medical Information (Optional): You have the option to provide medical information such as allergies, medications, pre-existing medical conditions, and any other details you deem important for emergency responders. This information is entirely voluntary and will only be shared when your account is activated for you in an emergency.
Location Data: When your account is activated either by you or for you, we collect and share your precise location using What3Words. This allows your emergency contacts and responders to pinpoint your exact location quickly and efficiently, which is critical in emergency situations. We only access your location data when your account is activated.
Basic Usage and Device Data: To ensure the smooth operation and continuous improvement of our Services, we collect basic usage data, such as how you interact with the app’s features, and device specific information like crash logs, performance data, device model, and operating system. This data is anonymised and aggregated where possible to protect your individual privacy.

2. How We Use Your Data

We utilise your personal data strictly for the following specific purposes:

Secure User Identification: Your biometric data is used exclusively to securely authenticate your identity, ensuring that only you can access your account and personal information.
Emergency Alert System: The names and phone numbers of your emergency contacts are used solely for the purpose of sending alerts when activated by you or for you in an emergency.
Emergency Location Sharing: Your What3Words location data is accessed and shared when your app is activated either by you or for you. This ensures that your designated contacts and potential responders can locate you promptly.
Emergency Medical Information Display: If you choose to provide medical information, this data will only be made available to the emergency services or first responders. This can provide crucial information to assist them in providing appropriate care.
App Improvement and Technical Support: Basic usage and device data help us understand how our app is being used, identify and fix bugs, improve performance, and provide effective technical support. This data is generally analysed in an aggregated and anonymised form.

Crucially, we want to reiterate that we do not sell, rent, lease, or otherwise share your personal data with any third party for marketing or any other purposes without your explicit and informed consent, except when legally obligated to do so by law, regulation, legal process, or governmental request.

3. Where & How We Store Your Data

The security of your personal data is paramount. We employ robust measures to ensure its protection:

Encrypted Storage on UK Based Servers: All personal data collected by My Home Call is stored in an encrypted format on secure servers located within the United Kingdom. This ensures that your data is protected by UK data protection laws and industry leading security protocols.
Biometric Access Control: Access to your personal data within the app is strictly controlled and requires your biometric verification. This adds an extra layer of security, ensuring that only you can view and manage your information.
Time Limited Visibility on Shared Devices: If you temporarily access your My Home Call account on someone else’s device, your personal data will only be visible for a limited duration of 15 minutes. After this period, the data will be automatically cleared from that device to protect your privacy.
No Storage on Donor Devices: When you use someone else’s device to access your account, no personal data is ever stored permanently on that device. This prevents any residual information from being left behind.

4. Consent and Control

We believe you should have complete control over your personal data:

Full Data Control: You have the right to access, review, and manage all the personal information we hold about you directly within the My Home Call app.
Easy Updates and Deletion: You can easily update or delete your personal information, including emergency contacts and medical details, at any time through the app’s settings.
Account Closure and Consent Withdrawal: You have the right to withdraw your consent to the collection and processing of your personal data and close your account whenever you choose. Upon account closure, we will securely delete your personal data in accordance with our data retention policies.
Parental Consent for Minors: For users under the age of 13, the creation and management of an account require verifiable consent from a parent or legal guardian. We are committed to protecting the privacy of children and adhere to all relevant regulations.

5. Data Sharing in Emergencies

In the critical event of an emergency activation:

Emergency Contact Notification: Your designated emergency contacts will immediately receive an alert containing your precise What3Words location and a prewritten message. This ensures they are informed of your situation and location without delay.
Medical Data for Responders: If you have voluntarily added medical information to your profile, this data will be made available to your emergency contacts and first responders to provide them with essential medical details that could be crucial for your care.
Limited Access: It is important to understand that the emergency services and first responders will ever directly see your personal data in an emergency. We do not share your information with any other third parties without your explicit consent or a legal obligation.

6. Third Party Services

To deliver certain aspects of our Service effectively, we integrate with carefully selected third party providers. These include:

What3Words: Used for providing precise and easily shareable location information during emergencies. Their privacy policy can be reviewed on their website.
Tech5: Our partner for secure biometric verification services, ensuring your identity is securely confirmed when accessing your profile.
Loqate: Utilised to make the onboarding journey accurate and smooth, particularly for address verification and data entry.
Biometric Authentication APIs: We use additional providers for these APIs to securely verify your identity using biometric data. These providers are chosen for their security standards and compliance with relevant privacy regulations like GDPR and UK privacy laws.

We conduct thorough due diligence to ensure that these third party providers are reputable, adhere to stringent data protection standards, and are compliant with GDPR and UK privacy laws. We only share the minimum necessary data with these providers to enable the specific functionality they provide.

7. Your Rights

Under GDPR and UK data protection laws, you have several important rights regarding your personal data:

Right to Access: You have the right to request confirmation as to whether we process your personal data and, if so, to receive a copy of that data and related information.
Right to Rectification: You have the right to request that we correct any inaccurate or incomplete personal data we hold about you.
Right to Erasure (“Right to be Forgotten”): You have the right to request that we delete your personal data in certain situations. For example, if the data is no longer necessary for the purpose it was collected, you can request its deletion. You can exercise this right directly through the My Home Call app by using the “Delete Account” button found in the application settings.
Right to Restriction of Processing: You have the right to request that we restrict the processing of your personal data in certain situations, such as when you contest the accuracy of the data.
Right to Data Portability: You have the right to receive the personal data you have provided to us in a structured, commonly used, and machine readable format and to transmit that data to another controller.
Right to Object: You have the right to object to the processing of your personal data in certain circumstances, such as for direct marketing purposes.
Right to Withdraw Consent: If we are processing your personal data based on your consent, you have the right to withdraw that consent at any time.

You can exercise these rights directly through the My Home Call app where applicable (e.g., accessing, updating, or deleting your information) or by contacting us directly at hello@myhomecall.com. We will respond to your request in accordance with applicable data protection laws.

8. Children’s Privacy

We are deeply committed to protecting the privacy of children. Our Services are not directly aimed at children under the age of 13. If a user is under 13, a parent or legal guardian must provide verifiable consent to create and manage the child’s account. The parent/guardian will have the ability to review, modify, and delete the child’s personal information. If we become aware that we have collected personal data from a child under 13 without verifiable parental consent, we will take steps to delete that information as quickly as possible.

9. Security Measures

We implement industry best practices and robust security measures to protect your personal data from unauthorised access, use, disclosure, alteration, or destruction. These measures include:

End to End Encryption: Sensitive data, particularly biometric and medical information, is encrypted both in transit and at rest, ensuring that it remains protected even if intercepted.
Biometric Authentication: As mentioned earlier, biometric authentication provides a secure method for accessing your account and personal data.
Time Limited Data Visibility: The temporary visibility of data on shared devices is a specific security measure to prevent unauthorised access.
Regular System Audits: We conduct regular security audits and vulnerability assessments of our systems and processes to identify and address potential risks.
Access Controls: We implement strict access controls to limit who within our organisation can access your personal data and ensure that access is only granted on a need to know basis.
Data Minimisation: By only collecting the data necessary for our Services, we reduce the potential attack surface.

While we strive to employ commercially acceptable means to protect your personal data, please remember that no method of transmission over the internet or method of electronic storage is 100% secure. However, we continuously work to enhance our security measures to maintain the highest level of protection.

10. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please do not hesitate to contact us:

Email: hello@myhomecall.com

We are committed to addressing your inquiries promptly and transparently.

By using My Home Call, you acknowledge that you have read, understood, and agree to this Privacy Policy and our Terms of Use. We encourage you to review this policy periodically for any updates or changes. We will notify you of any significant changes as required by law.