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Taking Care Customer App Privacy Notice

Version 1.0, July 2026

Who we are

Taking Care Personal Alarms Limited ("Taking Care", "we", "us") is the data controller for the personal information processed through the Taking Care app (the "app"). The Taking Care customer app is developed and operated on our behalf by Chiptech, the manufacturer of our SEVEN, GO and PEARL personal alarms.

You can contact the DPO through our Customer Services team or in writing to our registered office at Taking Care Personal Alarms Ltd, Linhay House, Linhay Business Park, Ashburton, Devon, TQ13 7UP.

Who this notice covers

This notice explains how we use personal information about users of the Taking Care customer app:

  • App users: family members and emergency contacts who register for the app to receive alarm notifications and support a personal alarm user; and
  • Alarm users: the person who wears or uses the personal alarm that is linked to the app.

It should be read alongside the main Taking Care Privacy Policy, which covers the personal alarm service as a whole.

Important information for alarm users

If your alarm is linked to the app by a family member or emergency contact:

  • Linked contacts can see notifications from your alarm (for example low battery or mains power outage) and the names of the other contacts associated with your alarm account.
  • If you have a GPS-enabled alarm pendant and you make an alarm call, linked contacts can see the location of your alarm on a map for up to 30 minutes from the alarm call. No location history is kept or shown, and your alarm is not continuously tracked. This does not apply to base units or home and garden pendants.
  • Linking the app to your alarm requires physical access to the alarm and/or its unique 8-digit serial number, so in normal circumstances only you, or someone in your home with your knowledge, can link the app.
  • You can ask our Customer Services team to remove a linked contact from the app at any time.

The app does not give contacts access to your full customer record. Your address, health information and other sensitive details are not visible in the app.

What information we process

The app does not collect any new personal data about alarm users; it provides a secure, read-only window onto a restricted subset of information we already hold. Through the app we process:

  • App account details: your name and mobile telephone number, used to create your account and to verify your identity when you log in.
  • Alarm and service information: the alarm's serial number when you link it, device notifications (such as low battery or power outage), alarm event history, and the names of the emergency contacts associated with the alarm.
  • Location information: where an alarm call has been made from a GPS-enabled pendant, the location of the alarm at that time, shown via Google Maps for up to 30 minutes only.
  • Technical and usage information: analytics and crash-reporting data collected through Google Firebase (Analytics and Crashlytics) to support app performance, security, diagnostics and service improvement. Analytics data is anonymised or aggregated.

The app does not intentionally collect or process special category (e.g. health) data or criminal offence data.

Why we process it and our lawful basis

  • Creating your account, linking an alarm, and showing alarm information, status and event history: necessary for the performance of our contract to provide the personal alarm service (UK GDPR Article 6(1)(b)).
  • Login verification and account security: our legitimate interest in keeping personal information secure (Article 6(1)(f)).
  • Showing an alarm user's location to authorised linked contacts after an alarm call: our legitimate interest in safeguarding and supporting emergency assistance (Article 6(1)(f)).
  • Firebase Analytics and Crashlytics: our legitimate interest in understanding app usage, identifying technical issues and improving the service (Article 6(1)(f)).

Use of the app is entirely optional; it is not required to receive the personal alarm service.

Who we share information with

We use the following processors to deliver the app:

  • Chiptech: develops, supports and operates the app under a data processing agreement with us.
  • Microsoft Azure (sub-processor of Chiptech): cloud hosting and data storage.
  • Google Firebase (sub-processor of Chiptech): login verification, app analytics and crash reporting.

We do not sell personal information or share it with third parties for their own marketing.

International transfers

Your information is primarily stored in the United Kingdom (Microsoft Azure UK South; Google Firebase data in the London region). Microsoft replicates application data to Canada and Australia solely for disaster recovery and service resilience, and Microsoft support staff and sub-processors may access data from outside the UK. These transfers are safeguarded by the Microsoft Products and Services Data Protection Addendum and the Google Cloud Data Processing Addendum, each incorporating the UK Addendum to the EU Standard Contractual Clauses (Article 46 UK GDPR).

How long we keep information

  • Customer account information: for the duration of your service contract and 7 years after account closure, in line with our IT Data Retention Policy.
  • App login records: last sign-in time is held until the account is removed; system access logs are held for 90 days.
  • Alarm event history: retained as part of the service record.
  • Location information: shown in the app only for 30 minutes after an alarm call; no historical location tracking is maintained.
  • Cached data on your device: removed when you uninstall the app or clear the app cache.
  • Firebase Analytics: activity events held for 2 months; user-level data held for 14 months after last activity, then automatically deleted.
  • Crash reports and diagnostics: retained for 90 days.

Your rights

You have the right to ask us for access to, correction or erasure of your personal information, to restrict or object to our processing (including any processing based on legitimate interests), and to data portability where applicable. You can exercise these rights through our existing Customer Services channels or by contacting our DPO. Where information is held in systems operated by Chiptech, we will liaise with Chiptech's Data Protection Officer to fulfil your request.

If you are unhappy with how we handle your information, you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

Changes to this notice

We will update this notice if the app's features or our processing change (for example, if push notifications are introduced), and any significant change will be reviewed under our data protection impact assessment process. The latest version is always available in the app via Menu > Legal > Privacy Policy.

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