Privacy Policy

Tenderly ("we", "us", "our") is committed to handling the personal information of our clients and their families with care and transparency. This Privacy Policy explains what data we collect, why we collect it, how we use it, and the rights you have in relation to it.

Our services are delivered in Taiwan and this policy is written in accordance with applicable Taiwanese data protection regulations, including the Personal Data Protection Act (PDPA) of Taiwan.

1. Who We Are

Tenderly is a professional in-home elderly care service based in Taipei, Taiwan. Our registered address is No. 72, Section 1, Keelung Road, Neihu District, Taipei 114. For data-related enquiries, please contact us at privacy@tenderenes.

2. What Personal Data We Collect

We collect personal data through the following channels: enquiry forms on our website, telephone conversations, care intake discussions, and documentation produced during the delivery of our services.

The types of personal data we may collect include:

• Full name, email address, and telephone number of clients and family members
• Home address of care recipients
• Health-related information relevant to care delivery (medications, mobility, medical conditions)
• Emergency contact details
• Post-visit care notes and health observations
• Technical data such as IP address and browser information when you use our website

3. Legal Basis for Processing

We process personal data on the following grounds:

• Consent: Where you have given explicit consent for us to process your data, including health-related information
• Contract performance: Where processing is necessary to deliver the care services you have engaged us for
• Legitimate interest: For business administration, quality monitoring, and operational improvement, where this does not override your rights
• Legal obligation: Where processing is required to comply with applicable law

4. How We Use Your Data

• To deliver and manage the care arrangement you have requested
• To communicate with family members about the wellbeing of the care recipient
• To maintain care records that support continuity and quality of service
• To process billing and manage the service arrangement
• To respond to enquiries submitted via our website or telephone
• To improve our internal processes and service quality
• To comply with legal and regulatory requirements in Taiwan

We do not use personal data for automated decision-making or profiling. We do not sell personal data to third parties.

5. Data Sharing

We share personal data only when necessary and with appropriate safeguards in place. Parties we may share data with include:

• Assigned care aides, to the extent required to deliver the arranged service
• Healthcare providers involved in a client's care (with the client's or family's authorisation)
• Technology service providers who support our administrative operations, subject to confidentiality obligations
• Regulatory or legal authorities, where required by Taiwanese law

6. Data Retention

We retain personal data for as long as is reasonably necessary given the purpose for which it was collected. In general:

• Client care records are retained for a minimum of five years following the end of a care arrangement
• Enquiry data from non-clients is retained for up to twelve months
• Billing and financial records are retained in accordance with applicable Taiwanese accounting requirements

After the applicable retention period, personal data is securely deleted or anonymised.

7. Data Protection Measures

We take reasonable and appropriate technical and organisational measures to protect personal data against unauthorised access, disclosure, alteration, or loss. These measures include restricted access controls, secure document storage, and confidentiality agreements with all personnel who handle personal data.

In the event of a data breach that may affect your rights, we will notify you and, where required, the relevant regulatory authority in Taiwan, in accordance with the PDPA.

8. Cookies

Our website uses cookies to support basic functionality and, where consent is given, to analyse usage patterns. Please refer to our Cookie Policy for full details on the types of cookies we use and how to manage your preferences.

9. Your Rights

Under the Taiwan Personal Data Protection Act, you have the following rights in respect of your personal data:

• The right to request access to the personal data we hold about you
• The right to request correction of inaccurate data
• The right to request deletion of your data, subject to our legitimate retention obligations
• The right to restrict or object to certain forms of processing
• The right to withdraw consent at any time, without affecting the lawfulness of processing carried out prior to withdrawal
• The right to lodge a complaint with the Personal Data Protection Commission of Taiwan

To exercise any of these rights, please contact us at privacy@tenderenes. We will respond within thirty calendar days.

10. Third-Party Links

Our website may contain links to external websites. We are not responsible for the privacy practices of those sites and encourage you to review their policies independently.

11. Children's Privacy

Our services are designed for adults aged 18 and over. We do not knowingly collect personal data from individuals under the age of 18 without appropriate parental or guardian consent.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The updated version will be posted on our website with a revised "Last Updated" date. If changes are material, we will make reasonable efforts to notify affected clients directly.

13. Contact

If you have any questions or concerns about this Privacy Policy or how we handle personal data, please reach out to us:

• Email: privacy@tenderenes
• Phone: +886 2 2125 5507
• Address: No. 72, Section 1, Keelung Road, Neihu District, Taipei 114, Taiwan