Website Privacy Policy

6.1 Providing Services and Support

We use your information to:

• Respond to demo requests and enquiries
• Schedule and conduct product demonstrations
• Provide customer support
• Process service applications
• Manage client accounts

6.2 Marketing and Communication

We use your information to:

• Send newsletters and blog updates (with consent)
• Inform you about new features and services
• Invite you to webinars and events
• Send relevant care sector insights

You can unsubscribe at any time via the link in emails or by emailing privacy@priorityline.ai

6.3 Website Improvement and Analytics

We use your information to:

• Analyse website traffic and user behaviour
• Identify popular content and improve navigation
• Test new features and designs
• Optimise for mobile and different browsers

6.4 Security and Fraud Prevention

We use your information to:

• Detect and prevent security threats
• Monitor for suspicious activity
• Protect against spam and abuse
• Comply with legal obligations

6.5 Business Operations

We use your information to:

• Maintain accurate business records
• Conduct market research
• Improve our products and services
• Comply with tax and legal requirements

7.1 Service Providers (Processors)

We share information with trusted service providers who process data on our behalf:

All service providers:

• Are bound by Data Processing Agreements
• Are contractually obliged to keep data secure
• May only use data on our instructions
• Are regularly audited for compliance

7.2 Professional Advisers

We may share information with:

• Solicitors (legal advice)
• Accountants (financial compliance)
• Business consultants (under confidentiality agreements)

7.3 Regulatory and Legal Authorities

We may disclose information when legally required:

• Information Commissioner's Office (ICO)
• HM Revenue & Customs (HMRC)
• Care Quality Commission (CQC) - if relevant to service provision
• Police and law enforcement (with valid legal requests)
• Courts and tribunals (in legal proceedings)

7.4 Business Transfers

If we sell, merge, or reorganise our business, personal data may be transferred to the new owner. We will:

• Notify you in advance
• Ensure the new owner respects this privacy policy
• Give you options if you object

8.1 Where We Store Data

Primary storage: United Kingdom and European Economic Area (EEA)

8.2 Transfers Outside the UK/EEA

Some service providers may process data in:

• United States (e.g., Google Analytics, some SaaS platforms)
• Other third countries

When we transfer data outside the UK/EEA, we ensure adequate protection through:

• ✅ Standard Contractual Clauses (SCCs) - ICO-approved contracts
• ✅ Adequacy Decisions - Countries recognised by UK Government as having adequate data protection
• ✅ Supplementary Measures - Additional security (encryption, access controls)

8.3 Your Rights Regarding Transfers

You can:

• Request details of where your data is processed
• Object to transfers (though this may limit service functionality)
• Request a copy of safeguards in place

10.1 Technical Security

• ✅ Encryption: TLS 1.3 for data in transit; AES-256 for data at rest
• ✅ Firewalls: Web application firewall (WAF) and network firewalls
• ✅ Access controls: Multi-factor authentication (MFA), role-based access
• ✅ Monitoring: 24/7 security monitoring, intrusion detection
• ✅ Backups: Encrypted, geographically separate backups
• ✅ Vulnerability management: Regular scanning and penetration testing

10.2 Organisational Security

• ✅ Staff training: Annual data protection and security training
• ✅ Background checks: DBS checks for UK staff with data access
• ✅ Confidentiality agreements: All staff sign NDAs
• ✅ Data minimisation: We collect only what we need
• ✅ Privacy by design: Security built into all systems
• ✅ Incident response plan: Documented breach response procedures

10.3 Third-Party Security

All service providers must:

• Hold ISO 27001 or equivalent certification
• Pass our security assessment
• Sign Data Processing Agreements
• Undergo annual audits

10.4 Your Security Responsibilities

Please help us protect your information:

• Use strong passwords if you create an account
• Do not share login credentials
• Report security concerns to security@priorityline.ai
• Be cautious of phishing emails claiming to be from us

16.1 When We Send Marketing Emails

We send marketing emails only if:

• ✅ You provided consent (ticked a box)
• ✅ You are an existing customer and we're promoting similar services (soft opt-in)

16.2 What We Send

• Newsletter with care sector insights
• Product updates and new features
• Webinar and event invitations
• Case studies and best practices

Frequency: Approximately 1-2 emails per month (you can update frequency preferences)

16.3 Unsubscribe

Every marketing email includes:

• Clear "Unsubscribe" link (at bottom)
• Link to update preferences (choose types of emails you receive)

We will stop sending marketing emails within 2 business days of your unsubscribe request.

16.4 Transactional Emails

We will continue to send non-marketing emails even if you unsubscribe, including:

• Responses to your enquiries
• Service updates (if you're a customer)
• Important account information
• Legal notices

17.1 When We Update

We may update this privacy policy:

• To reflect changes in UK data protection law
• When we add new features or services
• Based on feedback from the ICO
• To improve clarity

17.2 How We Notify You

17.3 Version History

Current version: 1.0 (30 October 2025)

Previous versions available on request: privacy@priorityline.ai