1. Introduction
IVY ROSEWOOD CARE LIMITED (“we”, “us” or “our”) respects the privacy of individuals who visit our website, submit enquiries, arrange residential accommodation or enter into agreements for resident support services.
We are a company registered in the United Kingdom and provide residential accommodation, supported accommodation and related resident support services to customers in the European countries we serve.
This Privacy Policy explains how we collect, use, disclose, store and protect personal information when you visit our website, request information about our services, enter into an agreement, make a payment or communicate with us.
We process personal information in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and, where applicable, the data protection laws of relevant European countries.
2. Information We Collect
The personal information we collect depends on the nature of your enquiry and the arrangements you make with us.
2.1 Personal and Contact Information
We may collect your name, email address, telephone number, postal address and other contact information that you voluntarily provide when contacting us or arranging our services.
2.2 Accommodation and Service Information
We may collect information relating to accommodation enquiries, preferred locations, proposed occupancy dates, booking arrangements, agreed service requirements, contractual terms, payment schedules and related correspondence.
2.3 Resident Support Information
Where necessary and lawful, we may process information relevant to agreed resident support arrangements, practical requirements and service coordination.
We will only collect sensitive or special-category personal information where it is necessary, an appropriate lawful basis exists and all additional legal requirements have been satisfied.
Please do not submit sensitive personal information unless it is reasonably necessary for your enquiry or arrangements and we have provided an appropriate means of supplying it.
2.4 Identity and Authorisation Information
Where reasonably necessary, we may request information to verify your identity, confirm your authority to act on behalf of another individual or establish whether you are authorised to enter into the relevant arrangements.
2.5 Payment and Billing Information
We may maintain records of agreed residential accommodation fees, resident support service fees, initial occupancy deposits, monthly residential support fees and other charges specified in your agreement.
These records may include billing details, payment amounts, transaction references, payment status, invoices and refund information.
Online payments may be handled by an external payment service provider. We do not intentionally collect or retain full payment card security codes as part of our ordinary business records.
2.6 Communications and Enquiries
We may retain emails, telephone enquiry records, booking requests, complaints, feedback and other communications needed to respond to you and administer our business relationship.
2.7 Website and Technical Information
When you visit our website, certain technical information may be collected, including your IP address, browser type, device information, access logs and cookie-related information.
The collection and use of cookies and similar technologies are explained in the relevant section of this policy and our Cookie Policy, where available.
We seek to limit personal information collection to information that is reasonably necessary for the purposes described in this policy.
3. How We Use Personal Information
We may use personal information for the following purposes:
- Responding to enquiries about residential accommodation, supported accommodation and resident support services.
- Reviewing requests and determining the availability and suitability of proposed arrangements.
- Communicating booking details, occupancy dates, agreed service arrangements and applicable fees.
- Preparing and administering agreements, invoices, payment records and related documentation.
- Processing payments, reconciling transactions and handling eligible refunds.
- Communicating with residents and properly authorised representatives.
- Responding to feedback, complaints and service-related enquiries.
- Maintaining business, financial and contractual records.
- Meeting applicable accounting, regulatory and legal obligations.
- Protecting our website and business records against unauthorised access or misuse.
- Improving website functionality and understanding website usage where permitted by law.
- Sending promotional communications where legally permitted and any required consent has been obtained.
We will not use personal information for purposes that are incompatible with the purposes for which it was collected unless permitted by applicable law.
4. Lawful Bases for Processing
Depending on the circumstances, we rely on one or more of the following lawful bases:
Contract: Processing necessary to enter into or perform an agreement with you.
Pre-contractual steps: Processing necessary to respond to your request and take steps before entering into an agreement.
Legal obligation: Processing necessary to comply with applicable legal or regulatory requirements.
Legitimate interests: Processing necessary for legitimate business purposes, provided those interests are not overridden by your rights and interests.
Consent: Processing based on your consent where consent is required or is the appropriate lawful basis.
Where we process special-category personal information, we will also identify and satisfy the additional legal conditions required by applicable data protection legislation.
Where processing relies on consent, you may withdraw that consent at any time. Withdrawal does not affect the lawfulness of processing carried out before withdrawal.
5. Accommodation Arrangements and Online Payments
Customers may contact us through our website or other available communication channels to enquire about accommodation, agreed resident support services and associated charges.
Depending on the agreement, payments may include:
- Residential accommodation fees.
- Resident support service fees.
- Initial occupancy or move-in deposits.
- Monthly residential support fees.
- Supported accommodation fees and other expressly agreed charges.
The applicable amount, payment purpose, due date and relevant conditions will be communicated through the applicable agreement, invoice or payment instructions.
Where an external payment service provider processes a transaction, that provider may process payment details to authorise and complete the transaction, maintain transaction records, prevent unauthorised activity and meet its own legal obligations.
We may receive information such as the payment amount, transaction reference, payment status and refund status to administer your arrangements and maintain our records.
Payment service providers process personal information under their own applicable privacy notices and contractual terms. We remain responsible for our own handling of personal information in accordance with applicable law.
6. How We Share Personal Information
We do not sell personal information to third parties for their own direct marketing purposes.
We may disclose personal information where reasonably necessary, proportionate and supported by an appropriate lawful basis to the following categories of recipients:
6.1 Payment and Financial Service Providers
Information may be shared to process payments, reconcile transactions, administer refunds and resolve payment-related enquiries.
6.2 Website and Business Service Providers
We may use providers that support website hosting, business communications, record keeping, document management and other administrative functions.
6.3 Service Coordination Providers
Where necessary and lawful, relevant information may be shared with individuals or organisations involved in delivering or coordinating arrangements that you have agreed to receive.
6.4 Public Authorities and Relevant Organisations
Information may be disclosed to public authorities, funding organisations or other relevant bodies where necessary to administer agreed arrangements, satisfy legal obligations or respond to lawful requests.
6.5 Professional Advisers
We may share information with accountants, legal advisers, insurers and other professional advisers where reasonably necessary for legitimate business, financial or legal purposes.
6.6 Regulatory Authorities and Law Enforcement
We may disclose information where required or authorised by applicable law, including in response to valid legal requests or regulatory obligations.
We seek to limit disclosures to information reasonably necessary for the relevant purpose. Where appropriate, we use contractual confidentiality provisions and access restrictions.
7. Data Retention
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including administering agreements, maintaining financial records, complying with legal obligations and resolving outstanding matters.
Retention periods depend on the type of information, the nature of the arrangement, applicable legal requirements and the need to establish, exercise or defend legal claims.
For example:
- Enquiry records may be retained for a reasonable period after the enquiry has concluded.
- Agreements, invoices and payment records may be retained for the periods required by applicable accounting, tax and other legal requirements.
- Records relating to ongoing arrangements may be retained for the duration of the arrangement and any additional period reasonably required by law.
- Information collected on the basis of consent will be reviewed against the purpose for which it was collected and applicable retention requirements.
When personal information is no longer required, we will take appropriate steps to delete it or anonymise it, unless continued retention is legally required or otherwise permitted.
8. Data Security
We use appropriate technical and organisational measures designed to protect personal information against unauthorised access, accidental loss, alteration, disclosure or destruction.
Depending on the nature of the information and the circumstances, these measures may include access restrictions, confidentiality obligations, controlled record handling and appropriate procedures for managing information.
No method of electronic transmission or storage can be guaranteed to be completely secure. We therefore take reasonable steps to manage risks and respond appropriately to suspected personal data incidents in accordance with applicable legal requirements.
9. Cookies and Similar Technologies
Our website may use essential cookies and similar technologies required for core website functions.
Where non-essential cookies or similar technologies require consent, including certain analytics or advertising technologies, we will provide appropriate information and obtain consent before using them, as required by applicable law.
You may manage your preferences through the cookie banner or settings tool available on our website, where provided. You may also adjust your browser settings, although disabling certain cookies may affect website functionality.
Third-party providers may use their own technologies when supplying services to our website. Their processing is subject to applicable legal requirements and their relevant privacy information.
Please consult our Cookie Policy, where published, for further information.
10. International Data Transfers
Because we serve customers in European countries and may use service providers operating in different jurisdictions, personal information may be processed outside the country in which it was collected.
Where personal information is transferred outside the United Kingdom or the European Economic Area, we will apply the transfer requirements relevant to the circumstances and applicable law.
Depending on the transfer, appropriate safeguards may include an applicable adequacy decision, standard contractual clauses, the UK International Data Transfer Agreement, the UK Addendum or another legally recognised transfer mechanism.
Further information about relevant safeguards may be requested using the contact details provided below, subject to applicable law.
11. Your Data Protection Rights
Depending on your location and the applicable legislation, you may have the right to:
- Request access to personal information we hold about you.
- Request correction of inaccurate or incomplete information.
- Request deletion of personal information where the legal conditions are met.
- Request restriction of certain processing activities.
- Object to processing carried out on the basis of legitimate interests, where applicable.
- Request data portability where the relevant legal conditions are satisfied.
- Withdraw consent where processing relies on consent.
- Object at any time to the use of your personal information for direct marketing.
- Lodge a complaint with the relevant data protection authority.
These rights are subject to legal conditions and exceptions. For example, we may need to retain certain information to comply with legal obligations or establish, exercise or defend legal claims.
To submit a request, contact us at enquiries@ivyrosewoodcare.com. We may ask for reasonable information to verify your identity or authority before responding.
We will respond within the time limits required by applicable law.
If you are in the United Kingdom and believe that your personal information has been handled unlawfully, you may complain to the Information Commissioner’s Office (ICO). If you are in a European country, you may also have the right to contact the competent data protection supervisory authority in your jurisdiction.
12. Marketing Communications
We may send administrative communications relating to enquiries, agreements, occupancy arrangements, payments and other matters necessary to manage our relationship with you.
We will send promotional communications only where permitted by applicable data protection and electronic marketing laws and where any required consent or other legal condition has been satisfied.
You may opt out of promotional emails by using the unsubscribe instructions included in the message, where available, or by contacting enquiries@ivyrosewoodcare.com.
Opting out of promotional communications will not prevent us from sending necessary administrative messages relating to your enquiries, agreements or payments.
13. Third-Party Websites
Our website may contain links to external websites or services operated by other organisations.
Those websites and services have their own privacy practices. We are not responsible for the independent privacy practices of external websites that we do not operate.
We recommend reviewing the relevant privacy information before providing personal information through an external website.
14. Children and Individuals Requiring Additional Protection
Where our services involve children or individuals who require additional protection, we will handle their personal information in accordance with applicable data protection and safeguarding requirements.
We will take appropriate steps to establish whether a person submitting information or making arrangements on another individual’s behalf is authorised to do so.
A family relationship or representative role does not automatically entitle a person to access all information relating to another individual. Information will be disclosed only where authorised, permitted or required by applicable law.
We will limit access to personal information to individuals who require it for a legitimate and lawful purpose.
15. Changes to This Privacy Policy
We may update this Privacy Policy to reflect changes in our business activities, information-handling practices or applicable legal requirements.
The updated version will be published on our website with a revised “Last Updated” date. Where required by law, we will provide additional notice or obtain consent before implementing relevant changes.
We encourage you to review this policy periodically.
16. Contact Information
If you have questions about this Privacy Policy, wish to exercise your data protection rights or require further information about our handling of personal information, please contact us:
Company: IVY ROSEWOOD CARE LIMITED
Address: 27 Osprey Drive, Corby, England, NN17 5FR, United Kingdom
Telephone: +44 1536 604728
Email: enquiries@ivyrosewoodcare.com
We will review and respond to privacy-related enquiries in accordance with applicable legal requirements.