Privacy notice for this website
What this notice covers
This notice describes what happens to your information on this website, families.karehero.com. It covers the pages you read here and the call you can book from them.
Our care advocacy service, our app and our main website are covered separately by the KareHero privacy policy.
Who we are
KareHero Limited, company number 14314900, registered in England and Wales. Our registered office is Albert House, 256-260 Old Street, London EC1V 9DD.
We decide how and why your information is used on this website, which makes us the data controller for it. For anything to do with your information, email support@karehero.com.
What we collect
What you give us
When you book a call, our booking provider Calendly asks for your name, your email address and the time you want. Anything else you type into the booking form reaches us as well. We use it to hold the call and to follow up about the Attendance Allowance claim you asked about.
What we collect while you are here
- your IP address
- your device, browser and operating system
- your approximate location, worked out from your IP address and usually no more precise than a town or region
- the pages you look at, the links you click, and how long you stay
- the date and time of your visit
- where you arrived from, including the advertising click identifier in the link if you came from an advert
Cookies and similar technologies
A cookie is a small file a website stores on your device. When you first arrive we ask what you are willing to allow. Until you answer, we set nothing except the record of your answer itself, and the chat cookies below if you choose to open the chat.
We ask about two things separately. Seeing how this page is used counts your visit and shows us which parts people read. Measuring our adverts records which advert brought you here, including adverts shown inside ChatGPT, and lets us tell Google, Meta and OpenAI what came of it.
| Name | Set by | What it does | When it is set |
|---|---|---|---|
kh-cookie-consent | KareHero | Remembers your answer so we stop asking. Stays on your device, is never sent to us, and is kept for 6 months before we ask again. | As soon as you answer, whatever you choose |
_ga, _ga_KPV2QB3DCR | Google Analytics | Counts visits and shows how people move through the page. | Only if you allow adverts or usage measurement |
_gcl_au, _gcl_aw, GCL_AW_P | Google Ads | Links a booking back to the advert you clicked, so we can tell which adverts help families find us. | Only if you allow advert measurement |
_fbp, _fbc | Meta | Does the same job for adverts on Facebook and Instagram. _fbp identifies your browser and _fbc records the advert you clicked. | Only if you allow advert measurement |
__oppref, __obref, __oaiq, __oaiq_consent, __oaiq_domain_probe | OpenAI | Does the same job for adverts shown inside ChatGPT. __oppref records the advert you clicked and lasts 30 days. __obref identifies your browser and lasts a year. The rest are OpenAI’s own housekeeping and record the answer you gave us. Nothing is set until you allow advert measurement, and choosing no removes them. | Only if you allow advert measurement |
test_cookie | Checks whether your browser accepts cookies at all. Expires within minutes. | Only if you allow advert measurement | |
kh-click-context-v2 | KareHero | Holds the advert details for this tab so the same visit is not counted twice if you move around the page. Cleared when you close the tab, and after 30 minutes in any case. | Only if you allow advert measurement |
ph_…_posthog | PostHog | Counts visits and how the page is used so we can improve it. Set for karehero.com and its subdomains, so one visit is not counted twice if you also came through our main website. | Only if you allow usage measurement |
intercom-id-fz4ud399, intercom-session-fz4ud399, intercom-device-id-fz4ud399 | Intercom | Keeps your chat with us connected while you use it, and lets you pick it up again if you come back. | Only if you open the chat |
Google Tag Manager delivers most of these tags. It is told your choice before anything else runs, and it holds back everything you have not agreed to. The ChatGPT advert tag sits in the page itself and reads your answer directly, so it stays switched off until you allow advert measurement.
Who we share your information with
Calendly, Stripe, Attio, Intercom, PostHog and Vercel handle information for us under a contract. They act on our instructions and they cannot use it for their own purposes.
Google, Meta and OpenAI are different. When you allow advert measurement, what we send them becomes theirs to use for their own purposes as well as ours, including improving how they choose who sees adverts. That is what the advert measurement choice is asking you about, and you can withdraw it at any time.
| Who | What they do for us | What reaches them |
|---|---|---|
| Calendly | Runs the booking | Your name, email address, chosen time and anything you type into the form. We also pass on which version of the page you booked from, so we can compare how well each version works. |
| Vercel | Hosts this website | Anything you send to the site, and server logs including your IP address |
| Google (Analytics, Ads, Tag Manager) | Measures the page and our advertising | Your visit, your device and browser, your IP address, and the advertising click identifier for the advert you came from. Only if you allow it. |
| Meta | Measures our advertising on Facebook and Instagram | That a booking happened, with hashed versions of your name, email address and contact phone number, plus a consistent customer reference derived from your email. Meta uses these to match the booking to an account and the advert that brought you here. We also send the advertising click and browser identifiers, your IP address and browser information where available. Only if you allow advert measurement. We exclude the form answers about the person receiving care and their benefit claim. |
| OpenAI | Measures our advertising inside ChatGPT | That a booking happened, with hashed versions of your name, email address and contact phone number, plus a consistent customer reference derived from your email. OpenAI uses these to match the booking to the advert that brought you here. We also send the advertising click and browser identifiers, your IP address and browser information where available. Only if you allow advert measurement. We exclude the form answers about the person receiving care and their benefit claim. |
| Stripe | Takes the payment | Your name, email address and payment details. Card details go straight to Stripe and never reach us. |
| Attio | Holds our record of your claim while we work on it | Your name, email address, phone number, the notes from your call and how far the claim has got |
| Intercom | Runs the chat on this page, so our team can answer your questions | What you type in the chat, your name or email address if you give them, and the page you were on with basic details of your browser and device |
| PostHog | Shows us how the page is used, and where people drop out between booking a call and getting a decision | Your visit and how you moved through the page, held in the European Union. After you book a call it also receives how far things got: whether the call happened and how long it lasted, whether we were able to help, whether you paid, and whether the claim succeeded. Your email address is replaced with a code that only we can produce, so PostHog holds no name, email address or phone number, and nothing about your health or the care you need. If you allow advert measurement, PostHog also reports back what came of your booking. Google and Meta are told when a booking led to a payment, and for how much. OpenAI is told the same, and also when we confirmed we could take on your claim, and when the claim was awarded and for how much. Each report carries the advertising click identifier for the advert you came from, the browser identifiers those companies set, and the customer reference we make from your email address. Those companies are already told that you booked. This adds what came of it, so we can judge which adverts are worth paying for. Being awarded Attendance Allowance says something about the care someone needs. That report goes to OpenAI, and it carries no diagnosis, no medical detail and nothing you wrote about the person you care for. Turning off advert measurement stops it for any booking you make afterwards. If you have already booked and you want it stopped, email support@karehero.com and we will remove the advert details from your record. |
We keep a spreadsheet linking each booking to the advert click that led to it, so Google can report which adverts worked. OpenAI receives the same link directly. We do not sell your information. Beyond the claim outcome described above, nothing about your health or the care you need reaches an advertiser, and nothing you write into the booking form about the person you care for is ever sent on.
Why we are allowed to use your information
- To hold the call you booked and follow it up. We need this to do the thing you asked us to do, which the law calls performance of a contract, and before that our legitimate interest in responding to you.
- To measure our advertising. Your consent, which you give through the cookie banner and can withdraw at any time.
- To see how this page is used and improve it. Our legitimate interest in making the page clearer. We keep this to counting and understanding use of the page, and you can turn it off at any time using the link below. When we use it to tell an advertising company which of their adverts worked, we rely on your consent instead.
- To keep the site working and secure. Our legitimate interest in running a site that stays up and resists abuse.
Sending information outside the UK
Google, Meta, OpenAI, Calendly, Stripe, Attio and Vercel are based in the United States, so information reaching them may be handled outside the UK. UK data protection law requires an approved safeguard for those transfers, such as the UK Addendum to the European Commission’s standard contractual clauses. Email support@karehero.com if you want to know which safeguard applies to a particular supplier and we will tell you. PostHog holds its data in the European Union.
How long we keep it
- Your record of what you allowed: 6 months, then we ask again.
- Booking details and the notes from your call: for as long as we are helping you, and then for as long as we have to keep records of the advice we gave.
- Advertising and usage measurement: for as long as each provider’s own retention setting allows. Email us if you want to know the current setting for a particular provider.
Your rights
You can ask us to:
- show you what we hold about you
- correct anything that is wrong
- delete it
- stop or limit what we do with it
- hand it to you, or to someone else, in a portable form
- stop using it where we rely on our legitimate interests
Email support@karehero.com and we will answer within one calendar month. Where we rely on your consent you can withdraw it at any time, and that does not affect anything we did beforehand.
If you are unhappy with how we have handled your information you can complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint, or call 0303 123 1113. We would rather you told us first so we can put it right.
Changing your mind
You can change or withdraw your cookie choice at any time, and it takes one click. Everything you turn off stops on this website straight away.
One thing carries on. If you have already booked a call, the record of which advert brought you here stays attached to that booking, so a payment or a claim decision that follows can still be reported to the advertiser. Email support@karehero.com and we will remove it.
Changes to this notice
If we change what we collect or who we share it with, we will update this page and change the date at the top. If the change is significant we will ask you again through the cookie banner.