Privacy Policy

Serenity Senior Care SA ("Serenity", "we", "us") respects your privacy and is committed to protecting the personal information you share with us. This policy explains what information we collect, why we collect it, how we keep it safe, and the rights you have over it.

We process personal information in line with the Protection of Personal Information Act, 2013 (POPIA) and other applicable South African data-protection laws. By using our website and services, you consent to the practices described here.

Serenity Senior Care SA is a provider of in-home care services, connecting clients and their families with verified caregivers across South Africa. We are the Responsible Party for the personal information processed through our platform.

To deliver safe, reliable care, we may collect different information depending on how you use our platform:

• Clients & families: full name, contact details, address, proof of address, care recipient details, medical conditions, allergies, emergency contacts, and care preferences.
• Caregivers: full name, ID number, contact details, address, identity documents, qualifications, CV, driver's licence, references, vehicle and language details, and a profile photo.
• Organisations: organisation name, type, contact person, contact details and address.
• All users: account credentials, booking and shift records, messages, reviews, payment records and usage data (such as device and IP information).

We only collect what is necessary for providing and improving our services. Special personal information (such as health details) is collected only with your consent and handled with extra care.

We use your personal information to:

• match clients with suitable, verified caregivers and coordinate bookings and shifts;
• verify caregiver identity, qualifications and references for safety;
• communicate with you about your account, bookings and updates;
• process payments and maintain financial records;
• respond to enquiries, feedback and complaints;
• meet our legal, regulatory and record-keeping obligations; and
• improve and secure our platform and services.

We process your personal information on the basis of your consent, to perform a contract with you, to comply with a legal obligation, and to pursue our legitimate interests in delivering safe care — always balanced against your rights. You may withdraw consent at any time, though this may limit our ability to provide certain services.

We do not sell your personal information. We share it only where necessary:

• with caregivers and clients to arrange and deliver care;
• with trusted service providers (such as payment processors and hosting) who process data on our behalf under strict confidentiality; and
• where required by law, court order or a lawful request from an authority.

We require any third party we work with to protect your information to a standard no less than our own.

Protecting your information is a priority. We use a range of safeguards, including:

• secure, encrypted storage and access controls limited to authorised staff;
• verification checks (identity, qualifications and references) before caregivers are approved;
• regular reviews of our systems, processes and data access; and
• staff training on confidentiality and data protection.

No system is perfectly secure, but we work to reduce risk and to respond quickly if a breach occurs, notifying affected individuals and authorities as required by law.

We keep your personal information only for as long as we need it to provide our services and to meet legal and record-keeping requirements. When it is no longer needed, we delete it or anonymise it so you can no longer be identified.

Under POPIA, you have the right to:

• access the personal information we hold about you;
• correct or update information that is inaccurate or incomplete;
• request deletion of your information, subject to legal requirements;
• object to or restrict certain processing; and
• withdraw consent for processing based on consent.

To exercise any of these rights, contact us using the details below. We will respond within a reasonable time, usually within 30 days.

We use cookies and similar technologies to keep you logged in, remember preferences, and understand how our site is used. You can control cookies through your browser settings, though some features may not work without them.

Our services are not directed at children. We collect information about care recipients (who may include minors or vulnerable adults) only through their parent, guardian or authorised family member, and handle it with appropriate sensitivity.

Some service providers we use may store or process data outside South Africa. Where this happens, we ensure appropriate safeguards are in place to protect your information in line with POPIA.

If you have questions about this policy or wish to exercise your data-protection rights, please contact our Information Officer:

• serenityseniorcare.sa@gmail.com
• +27 72 132 2788

You may also lodge a complaint with the Information Regulator (South Africa) if you believe your rights have been infringed.

We may update this policy from time to time to reflect changes in our practices or the law. We will post the updated version here with a new effective date.