Privacy Policy
Last updated: 19 September 2026
1. Who we are
TrulyCared Connect is provided by We Love Memories Limited, trading as TrulyCared Connect, registered in Jersey (company number 134319), La Chasse, Rue des Vallees, St. Martin, JE3 6BB. We are the data controller for the personal information described here. We are registered with the Jersey Office of the Information Commissioner (JOIC), registration number 100185. Contact: hello@trulycared.com.
We are based in Jersey, so the Data Protection (Jersey) Law 2018 applies. If you are in the UK, the UK GDPR also applies; if you are in the EU/EEA, the EU GDPR also applies.
2. Whose information we hold
- Account users: primary account holders, family members, carers and household helpers.
- People being cared for: the people whose care is coordinated in the Service. Their information is added by the primary account holder and the people they invite.
3. What we collect
| Category | Examples |
|---|---|
| Account details | Name, email address, password (stored encrypted), role |
| Profile of the person cared for | Name, what they like to be called, relationship (e.g. Mum), gender, date of birth (only the age is shown), height and weight (optional), allergies and diet, GP and pharmacy with phone number and address |
| Photo (optional) | A photo of the person cared for – see "Photos" below |
| Care plan | Tasks with how often, time of day and who does them, including personal care and medication (prescribed or over the counter); notes on how things should be done; details of the home (rooms, stairs, pets) |
| Care records | Visit check-in and check-out times; hours worked; tasks done; wellbeing (e.g. mood, eating, drinking); notes written by carers and family |
| Appointments and notice board | Appointments (what, when, where, who goes along); notices pinned for the Care Circle |
| Invoicing | Carer hourly rate, invoice numbers, hours and totals |
| Subscription | Plan, trial and subscription status. Card details are handled by Paddle, not stored by us. |
| Technical | Log-in records, IP address, browser type, and essential cookies used to keep you signed in |
| Communication | Emails you send us |
| Voice reports (optional) | If your account has voice reports switched on: a short recording made when a carer describes a visit, or when a family member says what needs doing, and the written transcript of it |
Voice reports. These are optional and off unless switched on for your account. When a recording is made it is sent to the providers named in section 5 to be turned into text and read into the right fields, and the recording itself is deleted as soon as it has been transcribed. The transcript is kept with the visit so that what was filled in can be checked against what was said. Nothing a recording produces is saved to a care record until the person who made it has read it through and confirmed it.
Health information. Much of this is health data, which has extra legal protection: allergies, height and weight, medication, personal care, wellbeing, visit notes and doctor's appointments. We process it only to organise care for the people the primary account holder has allowed, and only on one of these bases:
- the explicit consent of the person cared for; or
- the statement of someone authorised to act for them in health matters (a lasting power of attorney, or a court-appointed deputy with that authority).
We record who gave or confirmed the consent, when, on which basis and against which wording (for example, that the person signed the consent statement after it was read to them). We do not check or store power-of-attorney documents. Consent can be withdrawn at any time; from then on no new health information about that person is recorded. Height and weight are visible only to the Care Circle and never appear on invoices. Voice reports, where switched on, are processed on the same basis.
Photos. A photo of the person cared for is optional and should only be added with their agreement. Before upload it is made smaller on your device, which also removes embedded details such as where it was taken and the camera used. It is kept in private storage, visible only to that person's Care Circle, and can be changed or removed at any time.
4. Why we use it, and our lawful bases
| Purpose | Lawful basis |
|---|---|
| Providing the Service: accounts, sharing care records with allowed people, invoices, visit emails | Performance of our contract with you |
| Health information, photos and profile details of the person cared for | Explicit consent, or the statement of an authorised person (power of attorney or court-appointed deputy) |
| Subscriptions, trials and payments (via Paddle) | Performance of contract; legal obligation (tax records) |
| Keeping the Service secure and fixing problems | Legitimate interests |
| Service emails (invites, confirming your email, password reset, visit finished, trial ending) | Performance of contract |
| Marketing emails (only if you opt in) | Consent, which you can withdraw at any time |
We send emails in the language of your account.
5. Who we share it with
We do not sell personal information. We share it only with:
- People you allow: records are visible only to people the primary account holder has allowed on that person's record.
- Service providers acting for us:
| Provider | What they do |
|---|---|
| Paddle (Paddle.com Market Ltd) | Merchant of Record: checkout, payments, invoicing, sales tax. Paddle is an independent controller for payment data. |
| Supabase | Database, log-in and photo storage (region: London, UK) |
| Vercel | Website and app hosting |
| Resend | Sending service emails |
| OpenAI (OpenAI, L.L.C.) | Only if voice reports are switched on for your account: turning a recording into text. The recording is sent to be transcribed and is then deleted by us. Processed in the United States. |
| Anthropic (Anthropic PBC) | Only if voice reports are switched on for your account: reading the transcript so the visit fields can be filled in for review. Processed in the United States. |
Neither OpenAI nor Anthropic uses this material to train their models, and we do not use either of them for any account that does not have voice reports switched on.
- Authorities, where the law requires it.
6. International transfers
Some providers may process data outside Jersey, the UK or the EEA. Where they do, we rely on adequacy decisions or standard contractual clauses to protect it.
7. How long we keep it
- Account, profile and care records, including photos: while the account is active, and deleted within 90 days after it is closed, unless you ask us to delete them sooner.
- Invoices and subscription records: as long as tax law requires (typically up to 10 years).
- Photographed receipts: kept until they are settled, and deleted 90 days after that — either when the invoice they belong to is marked settled, or when the receipt itself is. They are evidence for settling up between a family and a carer, not anyone's bookkeeping — a carer keeps their own original receipts for their own records.
- Voice recordings: deleted as soon as they have been turned into text, within minutes. The transcript is kept with the visit it belongs to, and is deleted with the care records above.
- Technical logs: up to 90 days.
8. Security
Data is encrypted in transit, access is limited by role and by care record, passwords are stored encrypted, and photos are kept in private storage.
9. Your rights
Depending on the law that applies to you, you can ask to access, correct, delete, restrict or port your information, object to processing, and withdraw consent at any time. Email hello@trulycared.com. We will reply within one month. You can also complain to the JOIC (jerseyoic.org), the UK ICO (ico.org.uk) or your local EU data protection authority.
10. Cookies
We use only essential cookies needed to sign you in and keep the Service secure. We do not use advertising cookies.
11. Children
The Service is not intended for anyone under 18.
12. Changes
We will post any updates here and email account holders about significant changes.