Privacy Policy

1. Who are we?

Felvo is the data controller for the processing of your personal data. Felvo is a platform that lets families and seniors post requests for non-medical help at home, which identity verified helpers can then apply to. We are an intermediary, not a care provider and not the helper's employer. Questions about privacy? Email us at hello@felvo.uk.

2. What data do we process?

From families

• Name, email address and phone number of the contact person;
• Details about the loved one who receives help (name, town, what help is needed);
• Address details and the description of the help requested;
• Payment details (via our payment provider, we do not store full card or bank details).

From helpers

• Name, email address, phone number, date of birth and town;
• Availability and preferences;
• Identity verification through our verification provider (an ID document and a selfie);
• Bank details (sort code and account number) for payouts;
• National Insurance number, which we are legally required to collect and report;
• The outcome of the identity check (a comparison of name and date of birth).

General

• Messages you send to other users through the in-app chat;
• The location of a helper's phone at the moment they clock in and out of a visit. We use it only to check they are within 250 metres of the address, and we do not track anyone between visits;
• Reviews you write, and any report you make about another user;
• A profile photo, if you choose to add one;
• Technical data such as IP address and device information, for security and to keep the service working.

3. What do we use your data for?

• To connect requests and helpers and to carry out the service;
• To verify that a helper is who they say they are, because the safety of vulnerable people comes first;
• To process payments and pay out helpers;
• To communicate with you about your request or application;
• To confirm that a visit actually took place, and to settle it correctly;
• To keep the community safe (handling reports, blocks and removing abusive users);
• To meet our reporting duty as a digital platform. UK law requires platforms to send the tax authority a yearly list of everyone who earned money through them. For each helper that list contains their name, address, date of birth, National Insurance number and what they were paid. We will tell you what has been reported about you.
• To comply with other legal obligations.

4. On what lawful basis?

We process your data on the basis of: the performance of a contract (to deliver the service), your consent (for example cookies), our legitimate interests (safety, fraud prevention, improving the service) and compliance with a legal obligation.

5. Who do we share data with?

We never sell your data. We only share it with parties that help us deliver the service (processors), under a data-processing agreement:

• Didit:identity verification of helpers;
• Stripe:processing of payments and payouts;
• Supabase:secure storage of data;
• Vercel:hosting of the website.

We are also required by law to share helper details and earnings with HM Revenue & Customs once a year, under the reporting rules for digital platforms. This is a legal duty, not something you can opt out of, but it does not change the fact that helpers are self-employed and remain responsible for their own tax return.

We also share details between users, but only as far as the visit needs. Helpers who apply to a request see the area, not the exact address. The full address is shared only with the helper you actually choose, and only once you have chosen them.

6. How long do we keep your data?

We do not keep your data longer than necessary. Account data is kept for the duration of your account or as long as needed for our service. Financial and tax records are kept for the legal retention period (generally 6 years). After that we delete or anonymise your data.

7. How do we protect your data?

We take appropriate technical and organisational measures, including encrypted connections, access control and the principle of data minimisation. Sensitive data (such as identity verification) is only processed where necessary.

8. Your rights

Under the UK GDPR you have the right to:

• access, correct or erase your data;
• restrict or object to processing;
• data portability;
• withdraw consent you have given.

You can delete your account and personal data at any time from within the app (Profile → Delete account), or send your request to hello@felvo.uk. If you are not happy with how we handle your data, you can complain to the Information Commissioner's Office (ICO) at ico.org.uk.

9. Cookies

Our website uses cookies. Read more in our cookie policy.

10. Changes

We may update this privacy policy from time to time. The most recent version is always on this page, with the date of the last change at the top.