Privacy Policy

1. Scope

This policy applies to care seeker accounts, caregiver accounts, and guest marketplace browsing. It covers information you provide, information generated through bookings and reviews, and information stored through our infrastructure providers.

2. Information We Collect

Depending on how you use the Service, we may collect:

• Account and authentication data: email address, password (stored using secure authentication practices), account role (care seeker or caregiver), and profile settings.
• Role and marketplace data: caregiver marketplace profile information such as display name, service description, specialties, availability, rates, and other details you choose to publish for discovery.
• Booking and private service details: service address, service phone number, access notes, booking status, scheduling information, and a safe care recipient display name snapshot when a dependent is selected for a booking.
• Identity verification documents: government ID uploads required for care seekers before booking and for caregivers before provider review, plus optional caregiver professional credential uploads. These documents are stored privately and are not made available through public URLs.
• Patient CareCard information: private health and care information you choose to store in your CareCard, such as care notes, preferences, and related care context. This information is treated as sensitive.
• Dependents and care recipient profiles: information about people for whom you request care, including profile details you maintain in the app. For dependent bookings, only a safe recipient display name is snapshotted into private booking details.
• Reviews: ratings, comments, and related booking references submitted after completed bookings.
• Support and account management data: communications with us, including account deletion requests submitted from Profile.
• Technical and usage data: device type, app version, log data, and similar information needed to operate, secure, and improve the Service.

3. How We Use Information

We use personal information to:

• create and manage accounts, authenticate users, and support guest marketplace browsing;
• display caregiver marketplace profiles and enable care session booking;
• store and show booking details according to the visibility rules described below;
• review submitted identity and credential documents as part of Carenova review;
• operate Patient CareCard and dependent or care recipient profile features;
• enable post-completion reviews and profile ratings;
• support Maps, Call, and Copy actions that use saved booking details through your device's operating system;
• process account deletion requests;
• maintain security, prevent misuse, comply with law, and improve the Service.

4. Booking Visibility and Sharing

• Private booking details are visible to the care seeker who owns the booking.
• An assigned caregiver can see private booking details only after a booking reaches an accepted or completed state.
• Caregiver marketplace profiles show only the information you choose to publish for discovery.
• Verification documents are stored privately in Supabase Storage and are not exposed through public document URLs.
• Full dependent medical or care notes are not public and are not shared with caregivers. Only the safe recipient display name snapshot included in booking details may be shown to an assigned caregiver under the visibility rules above.
• Reviews may be displayed on caregiver profiles after completed bookings, subject to moderation.
• We do not sell your personal information.

5. Location, Tracking, and Payments

• The current Carenova app does not request device GPS or location permission.
• We do not provide live tracking or background location features.
• Maps actions use saved booking address details and are handed off to third-party map applications on your device.
• The current pilot does not include in-app payment processing. Any payment arrangements are handled directly between users outside the Service unless we state otherwise in a future update.

6. Infrastructure and Service Providers

We use Supabase and related infrastructure for authentication, database, and private file storage. These providers process information on our behalf as subprocessors under contractual and security obligations appropriate to the data involved. We may also use other providers for hosting, analytics, customer support, and security.

7. Security

We use administrative, technical, and organizational measures designed to protect personal information, including access controls, private storage for verification documents, and secure authentication practices. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

8. Retention

We retain information for as long as needed to provide the Service, meet legal obligations, resolve disputes, enforce agreements, and support verification, booking, and review records. Retention periods may vary based on data type and legal requirements. When you request account deletion, we process the request manually and delete or anonymize information where appropriate, subject to lawful retention needs.

9. Account Deletion

You may request deletion of your account from Profile in the app. Requests are reviewed and processed manually. Some information may be retained where required by law, for fraud prevention, dispute resolution, or backup and security purposes.

10. Your Rights and Choices

Depending on your location, you may have rights to access, correct, delete, restrict, or object to certain processing of your personal information, or to withdraw consent where processing is consent-based. To exercise these rights, contact us at info@carenova.net.

11. Cookies and Website Data

Our website may use cookies and similar technologies. For more information, see our Cookie Policy.

12. International Transfers

Your information may be processed in countries other than your own through our service providers. Where required, we take steps designed to protect information transferred internationally.

13. Children

The Service is intended for users 18 years of age or older. Dependent and care recipient profiles are managed by adult account holders who represent they have authority to request care for those individuals.

14. Changes to This Policy

We may update this Privacy Policy from time to time. We will post the updated version on this page and revise the "Last updated" date. Material changes may also be communicated through the Service where appropriate.