Privacy Policy

Last updated: August 2026

VivoLuxe Home Support is a trading name of VivoLuxe Group Limited (“VivoLuxe”, “we”, “us” or “our”).

VivoLuxe Group Limited is responsible for the personal information we collect and use in connection with VivoLuxe Home Support.

We are committed to respecting your privacy and protecting your personal information. This Privacy Policy explains what information we collect, why we collect it, how we use and protect it, who we may share it with, how long we keep it and the rights you have in relation to your personal information.

This policy applies to visitors to our website, people who contact us about our services, clients and prospective clients, family members or representatives who contact us on behalf of another person, and other individuals whose personal information we may process in connection with providing our services.

1. Information We May Collect

Depending on how you interact with VivoLuxe Home Support, we may collect:

  • your name;

  • address;

  • telephone number;

  • email address;

  • preferred method of contact;

  • information submitted through our website enquiry or consultation forms;

  • information you provide during an initial consultation or service assessment;

  • information about the type of home support you are interested in;

  • service preferences, routines and agreed support arrangements;

  • emergency contact or nominated family member details;

  • records relating to services booked or provided;

  • communications between you and VivoLuxe Home Support;

  • billing, payment and transaction information; and

  • technical information generated when you use our website, such as IP address, browser information and cookie information where applicable.

Where it is relevant and necessary to provide an appropriate and safe service, we may also receive limited information concerning a person's health, mobility, disability, allergies or other circumstances that may affect the support they require.

We aim to collect only information that is relevant and necessary for the purpose for which it is required.

2. Information About Other People

You may sometimes provide us with information about another person, for example a relative, emergency contact or the person for whom you are arranging support.

Please only provide information that is necessary for us to understand the enquiry or provide the requested service.

Where appropriate, we will provide the individual concerned with information about how their personal information is being used.

3. How We Use Your Personal Information

We may use personal information to:

  • respond to enquiries;

  • arrange free consultations;

  • understand your support requirements;

  • assess whether our services are suitable for you;

  • prepare and manage service arrangements;

  • provide agreed companionship and practical home support;

  • communicate with clients and authorised family members or representatives;

  • allocate appropriate support workers;

  • maintain appropriate records of services provided;

  • manage appointments and visits;

  • process payments and maintain financial records;

  • respond appropriately to concerns, complaints or incidents;

  • protect the safety and wellbeing of clients, staff and others;

  • comply with legal, regulatory, insurance, safeguarding and accounting requirements;

  • administer and improve our website and services; and

  • protect our business against fraud, misuse or legal claims.

We will not use your personal information for purposes that are incompatible with the reasons it was originally collected unless permitted or required by law.

4. Our Lawful Bases for Using Your Information

Under UK data protection law, we must have a lawful basis for processing personal information. Depending on the circumstances, we may rely on:

Contract – where processing is necessary to take steps at your request before entering into an agreement with us or to provide services under an existing agreement.

Legal obligation – where we need to process information to meet an obligation imposed on us by law.

Legitimate interests – where processing is reasonably necessary for the operation, administration, security or improvement of VivoLuxe Home Support and those interests do not override your rights and interests.

Consent – where we have specifically asked you to agree to a particular use of your information and consent is the appropriate lawful basis.

Vital interests – in exceptional circumstances where processing is necessary to protect someone's life.

UK data protection law requires organisations to identify an appropriate lawful basis before processing personal information.

5. Health and Other Sensitive Information

Some information that you voluntarily provide when arranging support may constitute special category personal data, particularly information concerning health or disability.

We will only collect such information where it is relevant and necessary for the support being requested.

Where we process special category information, we will identify both an appropriate lawful basis under Article 6 of the UK GDPR and an appropriate condition under Article 9. Where explicit consent is the appropriate Article 9 condition, we will obtain that consent.

Health information receives additional protection under UK data protection law.

VivoLuxe Home Support provides non-regulated companionship and practical home support services. We do not provide medical treatment, nursing services or regulated personal care through the services described on this website.

6. Who We May Share Your Information With

We do not sell your personal information.

Where necessary and appropriate, information may be shared with:

  • VivoLuxe support workers who require relevant information to provide an agreed service;

  • authorised contractors or service providers supporting our business;

  • payment, accounting, IT, website, email or administrative service providers;

  • professional advisers, insurers or legal representatives;

  • emergency services where necessary to protect someone's vital interests; or

  • regulators, courts, law enforcement bodies, local authorities or other organisations where disclosure is required or permitted by law.

Support workers will only be given information reasonably necessary for them to perform their role.

Where we use organisations to process personal information on our behalf, we will take appropriate steps to ensure that personal information is handled securely.

7. Keeping Your Information Secure

We take reasonable organisational and technical measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

Access to personal information is limited to individuals who reasonably require it to carry out their duties.

We also expect workers and service providers who have access to personal information to maintain appropriate confidentiality and data security.

However, no method of electronic storage or transmission over the internet can be guaranteed to be completely secure.

8. How Long We Keep Your Information

We will not retain personal information for longer than is reasonably necessary.

The period for which information is retained will depend on:

  • why the information was collected;

  • whether you become a client;

  • the nature and duration of services provided;

  • legal and regulatory requirements;

  • accounting and insurance requirements;

  • safeguarding considerations; and

  • whether information may be required in connection with a complaint, dispute or legal claim.

Information that is no longer required will be securely deleted, destroyed or anonymised in accordance with our retention procedures.

9. Website Enquiries

When you complete an enquiry or consultation form on our website, we use the information you provide to respond to your enquiry and, where appropriate, discuss our services with you.

Submitting an enquiry does not commit you to purchasing a service from VivoLuxe Home Support.

Please avoid providing unnecessary medical or highly sensitive information through the general website enquiry form. Where more detailed information is required, we can obtain it through an appropriate assessment or consultation process.

10. Cookies and Website Information

Our website may use cookies or similar technologies that help the website function, understand how visitors use it and improve the user experience.

Some cookies may be necessary for the website to operate, while others may require your consent.

Where applicable, you can manage non-essential cookies through the cookie settings provided on our website or through your browser settings.

11. Marketing Communications

We will only send electronic marketing communications where we have an appropriate lawful basis and where this is permitted under applicable privacy and electronic communications rules.

Where you have consented to receive marketing communications, you can withdraw your consent at any time.

You can also ask us to stop sending marketing communications by contacting us using the details below.

12. Your Data Protection Rights

Depending on the circumstances, UK data protection law gives you rights concerning your personal information. These may include:

  • the right to be informed about how your information is used;

  • the right to request access to your personal information;

  • the right to ask us to correct inaccurate or incomplete information;

  • the right to request deletion of your information in certain circumstances;

  • the right to request restriction of processing in certain circumstances;

  • the right to object to certain types of processing;

  • the right to data portability in certain circumstances;

  • rights relating to certain automated decision-making; and

  • the right to withdraw consent where we rely upon consent.

Not every right applies in every situation.

If you wish to exercise any of these rights, please contact us using the details below.

We may need to verify your identity before responding to a request.

13. Automated Decision-Making

VivoLuxe Home Support does not currently use solely automated decision-making or profiling to make decisions about whether an individual can receive our home support services.

14. Links to Other Websites

Our website may contain links to websites operated by other organisations.

We are not responsible for the privacy practices or content of third-party websites. We recommend reviewing the privacy policy of any external website you visit.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, business practices or legal requirements.

The latest version will be published on this website with the date it was last updated.

16. Contact Us

If you have questions about this Privacy Policy, would like to exercise your data protection rights or have concerns about how your personal information has been handled, please contact:

VivoLuxe Group Limited
Trading as VivoLuxe Home Support

Email: hello@vivoluxehomesupport.co.uk

Telephone: 01332 498428

WhatsApp: 07848 948462

Serving Derby, Littleover, Mickleover, Allestree, Duffield, Belper and surrounding areas.

17. Complaints About the Use of Your Personal Information

If you have concerns about how VivoLuxe Home Support has handled your personal information, we would appreciate the opportunity to address your concerns first.

You also have the right to raise a concern with the Information Commissioner's Office (ICO), the UK's data protection regulator.

Information Commissioner's Office – Make a complaint