Privacy Policy

When you create a family account, we collect:

• Your name and email address
• Password (securely encrypted)
• Contact preferences

This information helps us create and secure your account, communicate with you about service requests, and send updates about professionals visiting your loved ones.

When professionals apply to join SilverHelp, we collect:

• Full name, email address, and phone number
• Business name and details
• Services offered and areas covered
• Years of experience
• Insurance documentation
• References and professional background
• A brief biography

This information helps us review applications, verify credentials, and match professionals with families who need their services.

When you add a loved one to your account, we collect:

• Their name and your relationship to them
• Their address and contact details
• Preferred times for visits
• Any special needs or access instructions
• Emergency contact information

This information is shared only with matched professionals to help them provide appropriate care and access the property safely. We handle this information with extra care given its sensitive nature.

When you submit a service request, we collect:

• Type of service needed
• Urgency level
• Service address
• Preferred times and dates
• Additional notes or instructions
• Contact details for the visit

This information is used to match you with suitable professionals and to coordinate visits effectively.

We may store:

• Insurance certificates uploaded by professionals
• Completion photos taken by professionals after visits
• Any other documents you choose to upload

These files are stored securely and access is restricted to relevant parties only. Completion photos help families see the work that was done and provide peace of mind.

We use cookies to:

• Essential cookies: Keep you logged in and maintain security
• Analytics cookies: Understand how people use SilverHelp so we can improve
• Preference cookies: Remember your settings and choices

You can manage your cookie preferences at any time using the Cookie Settings link in our footer. For more details, please see our Cookie Policy.

We may contact you about:

• Updates about your service requests
• Professional arrival and completion notifications
• Important account or security information
• Service updates and improvements

Essential communications about active service requests cannot be opted out of, but you can manage other communication preferences in your account settings.

We take the security of your information seriously:

• All data is transmitted using secure, encrypted connections (HTTPS)
• Passwords are encrypted and never stored in plain text
• Access to personal information is restricted to authorised personnel
• We regularly review our security practices

While we implement robust security measures, no system is completely secure. We encourage you to use a strong, unique password for your account.

We retain your information for as long as necessary to:

• Provide our services to you
• Comply with legal obligations
• Resolve disputes and enforce agreements

When you delete your account, we will remove your personal information within 30 days, except where we are required by law to retain certain records.

You have the right to:

• Access: Request a copy of the personal information we hold about you
• Correction: Ask us to correct any inaccurate information
• Deletion: Request that we delete your personal information
• Portability: Receive your data in a commonly used format
• Objection: Object to certain types of processing

To exercise any of these rights, please contact us at hello@silverhelp.co.uk

You can request deletion of your account and personal data at any time. To do so:

• Visit our Delete My Account page
• Or email us at hello@silverhelp.co.uk

We will process your request within 30 days. Some information may be retained where required by law or for legitimate business purposes (such as fraud prevention or financial records).