Privacy Policy

Last revised: May 2025

Overview: Kelva gathers personal data solely to enhance and deliver our services. We do not sell your information, avoid using cameras, and ensure all data is securely stored in the UK. You are entitled to access, rectify, or erase your personal information at any moment.

1. About Us

Kelva ("we", "us", "our") provides a home monitoring and concierge service tailored for older adults. We act as the data controller for your personal data.

• Registered address: New City House, 57–63 Ringway, Ground & 1st Floors, Preston, PR1 1AF

• Email: hello@kelva.co.uk

• Phone: 01772 000 000

If you have inquiries regarding this policy or our data handling procedures, please reach out using the details provided above.

2. Personal Data We Collect

We may collect and handle the following types of personal information:

• Contact information: name, email, phone number, home address, and postcode.

• Inquiry and consultation details: information provided when scheduling a consultation or contacting us.

• Service and monitoring data: anonymized sensor activity data (e.g., motion, temperature, door events) related to your parent or loved one’s residence.

• Payment information: billing details managed securely through our payment provider (we do not retain card information).

• Communications: logs of emails, phone conversations, and messages exchanged between you and Kelva.

• Website usage data: IP address, browser type, pages navigated, and cookies (see Section 9).

We do not utilize cameras, microphones, or any form of audio/video recording devices. Sensor data is anonymized and cannot pinpoint individuals.

3. Data Collection Methods

We gather personal data when you:

• Complete a consultation booking or contact form on our site.

• Reach out to us via phone or email.

• Enlist in or utilize our monitoring and concierge service.

• Engage with our website (through cookies and analytics — see Section 9).

4. Purpose of Data Use (Legal Grounds)

We process your personal data based on the following legal grounds under the UK GDPR:

• Contract fulfillment: to establish and provide the Kelva service you have subscribed to.

• Legitimate interests: to address inquiries, send service notifications, enhance our services, and maintain operation records.

• Legal obligations: to adhere to relevant UK laws and regulations.

• Consent: for direct marketing communications, only when you have opted in.

You can revoke your consent for marketing at any time by emailing hello@kelva.co.uk or by selecting "unsubscribe" in any marketing email.

5. Utilization of Your Data

Your personal data is used to:

• Arrange and conduct your complimentary safety consultation.

• Setup, manage, and execute your Kelva subscription.

• Provide you with wellness reports and notifications regarding your loved one.

• Process payments and issue invoices.

• Respond to your inquiries and offer customer support.

• Enhance our website and services.

• Fulfill our legal and regulatory obligations.

• Send service-related notifications (e.g., subscription changes).

• Distribute marketing communications where you have granted permission.

6. Data Sharing Practices

We do not sell your personal information to any external parties. We may share your data with:

• Our personnel and DBS-verified concierges: only to the extent necessary to provide your service.

• Technology service providers: including our sensor platform provider, email service, and payment processor, all bound by data processing agreements.

• Legal and regulatory authorities: when mandated by law.

All third-party providers are selected with care and are required to manage your information securely and in line with UK GDPR.

7. Data Storage Locations

All personal information is stored on servers situated within the United Kingdom or the European Economic Area. We do not transfer your information outside of these areas. Sensor data is encrypted both during transfer and while at rest.

8. Data Retention Periods

• Active clients: data is retained as long as your subscription is active.

• Upon cancellation: we retain information for up to 6 years to meet legal and accounting requirements.

• Inquiries (non-clients): contact form data is kept for 12 months before being deleted.

• Website analytics: aggregated data can be retained for up to 26 months.

We routinely review and remove data that is no longer necessary.

9. Cookies

Our website utilizes cookies to assist us in understanding how visitors navigate the site and to enhance your experience. The cookies we employ include:

• Essential cookies: necessary for the website to operate correctly.

• Analytics cookies: Google Analytics (GA4) for measuring traffic and page performance — data is anonymized.

• Marketing cookies: Meta Pixel for measuring advertising effectiveness, where you have consented.

You may manage or disable cookies through your browser settings at any time. Disabling analytics or marketing cookies will not impact your website usage.

10. Your Rights Under UK GDPR

You possess the following rights concerning your personal data:

• Right to access: to ask for a copy of the personal data we hold about you.

• Right to rectification: to request corrections to inaccurate or incomplete data.

• Right to erasure: to ask for the deletion of your data ("right to be forgotten") under certain conditions.

• Right to restrict processing: to request pausing the processing of your data.

• Right to data portability: to obtain your data in a structured, machine-readable format.

• Right to object: to challenge processing based on legitimate interests, including direct marketing.

• Rights regarding automated decision-making: we do not engage in automated decisions that significantly influence you.

To exercise any of these rights, please contact us at hello@kelva.co.uk. We will respond within 30 days.

11. How to File a Complaint

If you are dissatisfied with how your personal data has been managed, please reach out to us first at hello@kelva.co.uk.

You also have the right to file a complaint with the UK's supervisory authority:

• Information Commissioner’s Office (ICO)

• Website: ico.org.uk

• Helpline: 0303 123 1113

12. Modifications to This Policy

We may revise this Privacy Policy periodically to reflect updates in our practices or legal standards. When significant changes occur, we will inform active clients via email. The date at the top of this page indicates the most recent update.

13. Contact Information

For any questions or requests related to privacy, please get in touch with us:

• Email: hello@kelva.co.uk

• Phone: 01772 000 000

• Post: Kelva, New City House, 57–63 Ringway, Preston, PR1 1AF