Privacy Policy

Last updated: May 2025

Summary: Kelva collects personal information only to deliver and improve our services. We never sell your data, never use cameras, and store all data securely in the UK. You have full rights to access, correct, or delete your information at any time.

1. Who we are

Kelva ("we", "us", "our") is a home monitoring and concierge service for older adults. We are the data controller responsible for your personal information.

If you have any questions about this policy or how we handle your data, please contact us using the details above.

2. What personal data we collect

We may collect and process the following categories of personal data:

  • Contact details: name, email address, phone number, postal address and postcode

  • Enquiry and consultation information: details you share with us when booking a consultation or contacting us

  • Service and monitoring data: anonymised sensor activity data (motion, temperature, door events) relating to your parent's or loved one's home

  • Payment information: billing details processed securely via our payment provider (we do not store card numbers)

  • Communications: records of emails, phone calls, and messages between you and Kelva

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

We do not use cameras, microphones, or any audio/video recording devices. Sensor data is anonymised and cannot identify individuals.

3. How we collect your data

We collect personal data when you:

  • Complete a contact or consultation booking form on our website

  • Call or email us directly

  • Sign up for or use our monitoring and concierge service

  • Interact with our website (via cookies and analytics — see Section 9)

4. Why we use your data (lawful basis)

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

  • Contract performance: to set up and deliver the Kelva service you have subscribed to

  • Legitimate interests: to respond to enquiries, send you service updates, improve our services, and keep records of our operations

  • Legal obligation: to comply with applicable UK laws and regulations

  • Consent: for direct marketing communications, where you have opted in

You may withdraw consent for marketing at any time by emailing hello@kelva.co.uk or clicking unsubscribe in any marketing email.

5. How we use your data

We use your personal data to:

  • Arrange and carry out your free safety consultation

  • Set up, manage, and deliver your Kelva subscription

  • Send you wellness reports and alerts relating to your loved one

  • Process payments and send invoices

  • Respond to your enquiries and provide customer support

  • Improve our website and services

  • Comply with our legal and regulatory obligations

  • Send you service-related communications (e.g. changes to your subscription)

  • Send marketing communications where you have given consent

6. Who we share your data with

We do not sell your personal data to any third party. We may share data with:

  • Our staff and DBS-checked concierges — only to the extent necessary to deliver your service

  • Technology service providers — such as our sensor platform provider, email service, and payment processor, all bound by data processing agreements

  • Legal and regulatory authorities — where required by law

All third-party providers are selected carefully and required to handle your data securely and in accordance with UK GDPR.

7. Where your data is stored

All personal data is stored on servers located within the United Kingdom or European Economic Area. We do not transfer your data outside of these regions. Sensor data is encrypted in transit and at rest.

8. How long we keep your data

  • Active clients: data is retained for the duration of your subscription

  • After cancellation: we retain data for up to 6 years to comply with legal and accounting obligations

  • Enquiries (non-clients): contact form data is retained for 12 months and then deleted

  • Website analytics: aggregated data is retained for up to 26 months

We review and delete data that is no longer needed on a regular basis.

9. Cookies

Our website uses cookies to help us understand how visitors use the site and to improve your experience. Cookies we use include:

  • Essential cookies: required for the website to function correctly

  • Analytics cookies: Google Analytics (GA4) to measure traffic and page performance — data is anonymised

  • Marketing cookies: Meta Pixel to measure advertising performance, where you have consented

You can control or disable cookies through your browser settings at any time. Disabling analytics or marketing cookies will not affect your use of the website.

10. Your rights under UK GDPR

You have the following rights regarding your personal data:

  • Right of access: to request a copy of the personal data we hold about you

  • Right to rectification: to ask us to correct inaccurate or incomplete data

  • Right to erasure: to request deletion of your data ("right to be forgotten") in certain circumstances

  • Right to restrict processing: to ask us to pause processing your data

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

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

  • Rights related to automated decision-making: we do not make automated decisions that significantly affect you

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

11. How to complain

If you are unhappy with how we have handled your personal data, please contact us first at hello@kelva.co.uk.

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

  • Information Commissioner's Office (ICO)

  • Website: ico.org.uk

  • Helpline: 0303 123 1113

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. When we make significant changes, we will notify active clients by email. The date at the top of this page always reflects the most recent revision.

13. Contact us

For any privacy-related questions or requests, please contact us:

Connect

Reach out anytime with questions or support

Email

Call

hello@kelva.co.uk

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