Privacy Policy – Family Nest Hub

1. Purpose & Controller

Family Nest Hub Ltd (“we”, “us”, “our”) explains how we collect, use, and safeguard personal data in accordance with the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (PECR).

Controller: Family Nest Hub Ltd
Company No: [Company Number]
Registered address: [Registered Address]
Email: info@familynesthub.co.uk

2. Scope & Definitions

Family User: an adult arranging childcare or home services.
Provider User: nanny, tutor, childminder, cleaner, or similar provider offering services.
Personal Data: information that identifies or can identify a living person.
Special Category Data: sensitive data (e.g., health information). We avoid collecting this unless strictly necessary and supported by a lawful basis.

3. Data We Collect

Identity & contact data (name, address, email, phone).
Account data (login details and account status).
Provider profile data (services offered, experience, availability, location, references where provided).
Compliance-related data (e.g., DBS status details where supplied, right-to-work confirmations where relevant).
Booking and payment data processed by SureCart/Stripe (we do not store full card details).
Messages and reviews between users (where features are enabled).
Technical and cookie data (IP address, device, browser, log data).

4. Lawful Bases

Contract: to provide platform services and account features.
Legal obligation: to comply with applicable UK law (including tax/record keeping where relevant).
Legitimate interests: site security, preventing fraud, improving services, and enforcing platform rules.
Consent: marketing communications (where required) and non-essential cookies.

5. Uses of Data

Create and manage accounts.
Facilitate messaging, enquiries, bookings, and payments (where enabled).
Provide customer support and communicate service updates.
Improve website performance and user experience.
Help maintain safety, prevent misuse, and support safeguarding reporting where necessary.

5A. Platform Role & Safety Disclaimer

Family Nest Hub is a platform/marketplace. We connect families with independent providers. We do not employ providers, do not supervise providers, and do not provide childcare or home services ourselves unless explicitly stated for a specific service.

No endorsement or guarantee: listing a provider on our platform does not constitute a recommendation, endorsement, or guarantee of suitability. Families must carry out their own checks (including interviews, reference checks, identity verification, and suitability assessments) and make their own decisions before engaging any provider.

Emergency and safeguarding: If a child or vulnerable person is at immediate risk, call 999. For non-emergency safeguarding concerns, contact your local authority safeguarding team.

6. Sharing & Disclosure

SureCart and Stripe for secure payments and subscription processing.
Website/IT providers that support our operations (hosting, email, analytics) under contract.
DBS/verification partners (where you choose verification services).
Regulators or law enforcement where required by law or where necessary to protect users.

6A. DBS Verification & Safety Checks

Family Nest Hub encourages providers working with children or vulnerable individuals to hold a valid DBS certificate and to keep it up to date.

Important: Where DBS information is displayed, it indicates information/documents provided by the provider (and/or verification steps chosen by the provider). We do not guarantee a provider’s suitability, ongoing status, or behaviour. DBS certificates can become outdated, may not include all information, and do not prevent harm.

Families should complete their own safety checks and supervision arrangements, including confirming identity and discussing safeguarding expectations before any service begins.

7. International Transfers

Where we use service providers that process data outside the UK/EEA, we use appropriate safeguards such as adequacy regulations and/or Standard Contractual Clauses (or equivalent mechanisms) to protect personal data.

8. Retention

We keep data only as long as necessary:

Active account data: for the duration of your account.
Closed accounts: typically up to 24 months (unless longer retention is required to resolve disputes or comply with law).
Financial/transaction records: typically up to 6 years to support HMRC and accounting requirements.

9. Your Rights

You may have the right to request access, correction, deletion, restriction, portability, or to object to processing, depending on the lawful basis.

You also have the right to complain to the Information Commissioner’s Office (ICO).

10. Automated Decisions

We do not carry out automated decision-making that produces legal or similarly significant effects.

11. Cookies & Tracking Technologies

Family Nest Hub uses cookies in accordance with PECR. Cookies are small text files stored on your device. Some are strictly necessary, while others help us improve the website.

Essential Cookies

These are required for site functionality such as security, login, and core platform features. These do not require consent.

Analytics / Performance Cookies

These help us understand how visitors use our website (e.g., which pages are visited). We only set these cookies if you consent via the cookie banner.

Marketing Cookies

Where used, marketing cookies help measure advertising effectiveness. These are only set with consent.

Manage or Withdraw Consent

You can manage or withdraw consent at any time using our cookie banner (where available) or by adjusting your browser settings.

12. Security

We use appropriate technical and organisational measures such as encryption in transit (TLS), restricted access, and administrative safeguards. No online system is 100% secure, but we work to reduce risks.

13. Identification

We may request additional information to verify your identity before processing certain data rights requests to protect your information.

14. Children’s Data

Our services are intended for adults. If information about a child is provided by a parent/guardian for the purpose of arranging services, it should be limited to what is necessary and should not include unnecessary sensitive details.

14A. Safeguarding Statement

Family Nest Hub is committed to promoting the safety and wellbeing of children and vulnerable individuals.

We encourage good safeguarding practice and appropriate checks for providers.
We provide channels for reporting concerns and can restrict or remove accounts where safety risks arise.
We may share information with relevant authorities where required by law or where necessary to protect users.

15. Breach Notification

If a personal data breach occurs that is likely to result in a risk to individuals, we will notify the ICO and affected users as required by UK GDPR.

16. Changes

We may update this policy from time to time. The latest version will always be published on this page with an updated “Last updated” date.

18. Payments & Subscriptions

Family Nest Hub may charge registration fees, subscriptions, and/or commission for access to platform features and services.

Subscriptions: Where subscription plans are offered, they may renew automatically unless cancelled.
Cancellation: Users can cancel subscriptions via their account area (or by contacting us if self-service cancellation is unavailable).
Payments: Payments are processed securely by Stripe (and/or other processors shown at checkout). We do not store full payment card details.

For refund/cancellation details, please refer to our Refund & Cancellation Policy and our Terms of Service.

19. Provider Payments

Providers operate as independent businesses and are responsible for their own taxes, insurance, and legal compliance.

How providers are paid: Unless otherwise stated, payments for services are agreed between families and providers. If payments are processed through our platform, the payment flow (including any commission or fees) will clearly display who is being paid and when.

Family Nest Hub does not guarantee bookings or income to providers.

20. Complaints & Dispute Resolution

If you wish to raise a complaint or report an issue, contact us at info@familynesthub.co.uk with:

Your full name and account email
A summary of the issue
Relevant dates, screenshots, and any supporting evidence

We aim to acknowledge complaints within 5 working days and work toward a resolution within a reasonable timeframe.

21. Modern Slavery & Human Trafficking

Family Nest Hub has zero tolerance for modern slavery and human trafficking. We expect all users and providers to operate voluntarily and in compliance with UK law.

22. Contact

Data Protection Lead
Family Nest Hub Ltd
Email: info@familynesthub.co.uk