Privacy Policy

2. Scope & Definitions

• Family User: an adult arranging childcare or family support services.
• Provider User: a self-employed or independently operating provider offering services through the platform.
• Personal Data: information that identifies or can identify a living person.
• Special Category Data: sensitive personal data that requires additional protection.

3. Data We Collect

• Identity and contact data such as name, address, email address and telephone number.
• Account data such as login details, account status and preferences.
• Provider profile data such as services offered, experience, availability, service areas, references where provided, and compliance-related information supplied to us.
• Booking and request data, including service requests, scheduling information, enquiries and support records.
• Payment and transaction data processed through our payment providers.
• Messages, reviews and communications where those features are used.
• Technical and cookie data such as IP address, device, browser and website usage information.

4. Lawful Bases

• Contract: to provide platform services, account features, booking tools and related support.
• Legal obligation: where we must comply with applicable law, regulation, record-keeping or lawful requests.
• Legitimate interests: to operate, secure and improve the platform, manage disputes, prevent fraud, support safeguarding and enforce our terms.
• Consent: where required for non-essential cookies, certain marketing and certain optional sensitive-data uses.

5. Uses of Data

• Create and manage accounts.
• Facilitate messaging, enquiries, requests, bookings and platform functionality.
• Provide customer support and service communications.
• Process, manage and reconcile payments and payouts where applicable.
• Verify information, support trust and safety checks, and investigate complaints or disputes.
• Improve website performance, user experience and platform services.
• Maintain safety, prevent misuse and support safeguarding reporting where necessary.

5A. Platform Role

Family Nest Hub is a platform and intermediary. We connect Families with independent Providers. We do not employ Providers merely because they use the platform, and Providers remain responsible for operating their own services lawfully and independently.

For Find Childcare, Families and Providers will often contract directly with each other after being introduced through the platform.

For Book a Service, Family Nest Hub may facilitate requests, bookings and payment collection, but the relevant Provider remains independently responsible for delivering the service unless expressly stated otherwise in writing.

6. Sharing & Disclosure

• Payment providers and checkout services for secure payment processing and transaction records.
• Website, hosting, email, analytics and IT providers who support our platform operations under suitable contractual arrangements.
• Verification partners or service providers where users choose or require verification services.
• Professional advisers, regulators, law enforcement or safeguarding authorities where required by law or reasonably necessary to protect users or the public.

6A. Verification & Safety Checks

Family Nest Hub may collect and review documents such as identity information, proof of address, right to work information, insurance details, DBS details, qualifications, references and similar documents provided by Providers.

Any badge, profile label or verification indicator reflects information provided to us and our review process. It is not a guarantee of suitability, conduct, competence, legality or ongoing compliance.

7. International Transfers

Where service providers process data outside the UK, we use appropriate safeguards where required.

8. Retention

We keep personal data only for as long as reasonably necessary for the purposes described in this policy, including to operate accounts, manage disputes, comply with legal obligations and maintain accounting and tax records.

9. Your Rights

Depending on the circumstances, you may have rights to request access, correction, deletion, restriction, portability or to object to certain processing.

You may also have the right to complain to the Information Commissioner’s Office.

10. Automated Decisions

We do not intentionally carry out automated decision-making that produces legal or similarly significant effects without appropriate safeguards.

11. Cookies & Tracking Technologies

We use cookies and similar technologies to support essential functionality and, where permitted, improve performance and understand website usage.

Where required, we ask for consent before placing non-essential cookies.

12. Security

We use appropriate technical and organisational measures to help protect personal data, including access controls and secure transmission measures where applicable.

13. Identification

We may ask for additional information to verify your identity before actioning certain requests relating to your data.

14. Children’s Data

Our services are intended for adults. Information about children should only be provided where necessary for arranging services and should be limited to what is relevant.

14A. Safeguarding

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

• We may review complaints, reports and safeguarding concerns.
• We may restrict, suspend or remove accounts where safety risks arise.
• We may share information with relevant authorities where required by law or reasonably necessary for safeguarding purposes.

15. Breach Notification

Where required by applicable law, we will notify relevant authorities and affected individuals of certain personal data breaches.

16. Changes

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

18. Payments & Subscriptions

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

• Payments are processed securely through third-party payment providers.
• We do not store full payment card details.
• Payment-related personal data may be used to process transactions, manage refunds, prevent fraud and maintain financial records.

19. Provider Payments

Providers operate as independent businesses and are responsible for their own taxes, National Insurance, VAT where applicable, insurance, right to work, licences, qualifications and legal compliance.

For bookings made through the Book a Service route, Families may pay Family Nest Hub through the platform. Family Nest Hub may then pass funds to the Provider after deducting the applicable 20% platform/service fee and any other permitted deductions such as refunds, chargebacks, payment processing charges or credits.

Family Nest Hub does not guarantee bookings, income or minimum work levels 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 account email, a summary of the issue and any relevant evidence.

21. Modern Slavery & Human Trafficking

Family Nest Hub has zero tolerance for modern slavery and human trafficking and expects all users and providers to act lawfully and voluntarily.

22. Contact

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