Privacy Policy

1. Introduction

Care Excellence ("we," "our," or "us") is a home healthcare service provider based in Dhaka, Bangladesh. We are committed to protecting your personal information and your right to privacy. This Privacy Policy explains how we collect, use, store, and protect your information when you use our services or contact us through our website, phone, or WhatsApp.

We operate in compliance with applicable Bangladesh data protection principles. By using our services or submitting your information, you agree to the terms described in this policy.

2. Information We Collect

When you request a service or contact us, we collect the following personal information:

• Full Name: To identify you and address you correctly
• Phone Number: To contact you and communicate via WhatsApp
• Address: To arrange home visits and assign the right caregiver
• Health Condition Details: Information about the patient's medical needs, conditions, or care requirements that you choose to share with us

You provide this information voluntarily when you fill out a form, call us, message us on WhatsApp, or interact with our AI assistant.

3. Why We Collect Your Information

We collect your information solely to provide you with the right care. Specifically, we use it to:

• Match you with the right caregiver: Your address, health condition, and service type help us identify the most suitable professional from our team
• Deliver our services: We provide nurse at home, elderly care, physiotherapy, and doctor visit services across Dhaka
• Communicate with you: To confirm bookings, provide updates, and answer questions
• Improve our services: To understand customer needs and continuously improve our care quality

4. WhatsApp Communication

We use WhatsApp as a primary channel to communicate with customers. This includes:

• Responding to service inquiries
• Collecting initial information about your care needs
• Sending booking confirmations and service updates
• Following up after service delivery

By messaging us on WhatsApp, you consent to receiving messages from us on that platform. We will not send unsolicited promotional messages. You may opt out at any time by informing us directly.

5. AI Assistant Disclosure

We use an AI-powered chatbot to handle initial customer conversations. The AI assistant may:

• Greet you and ask about your care needs
• Collect basic information such as your name, location, and service interest
• Qualify your request before routing it to our human team

Interactions with the AI assistant are automated. You are always communicating with an AI, not a human, during the initial intake stage. Conversations may be reviewed by our team to ensure quality and accuracy. If you prefer to speak with a person directly, you may call us or request a human at any time.

6. Data Storage and Security

Your information is stored securely using industry-standard practices. We take reasonable technical and organizational measures to protect your data from unauthorized access, loss, or misuse.

We do not sell your personal data. We do not share your information with any third party except the caregiver assigned to your case, who needs your details in order to deliver the service you requested. Caregivers are instructed to treat your information with confidentiality and use it solely for care delivery.

We do not share your data with advertisers, data brokers, or any unrelated third parties.

7. Data Retention

We retain your information for as long as necessary to provide ongoing services:

• Active customers: Data retained while you are using our services
• Inactive records: Automatically deleted after 2 years of inactivity

You may request deletion of your data at any time by contacting us (see Section 9).

8. Cookies and Tracking

Our website uses essential cookies for basic functionality. We do not use advertising or behavioral tracking cookies. You can disable cookies in your browser settings, though this may affect certain site features.

9. Your Rights

You have the right to:

• Access: Request a copy of the personal data we hold about you
• Correction: Ask us to update or correct inaccurate information
• Deletion: Request that we delete your personal data from our records
• Withdraw consent: Opt out of communications or data processing at any time

To exercise any of these rights, email us at info@care-excellence.com. We will respond within 30 days.

10. Contact Us

For privacy-related questions, data requests, or complaints, please contact us:

• Email: info@care-excellence.com
• Address: House 145, Apt #602, Road 3, Block A, Niketon, Gulshan 1, Dhaka 1212, Bangladesh
• Website: care-excellence.com

11. Changes to This Policy

We may update this Privacy Policy from time to time. When we make significant changes, we will notify you by email or by posting a notice on our website. Continued use of our services after changes are posted constitutes your acceptance of the updated policy.

This policy is governed by the laws of Bangladesh. Any disputes shall be resolved in the courts of Bangladesh.