Privacy Policy

1. Introduction

Fernvale ("we", "us", "our") is an in-home elderly care service provider operating in Taipei, Taiwan. We take the privacy and security of personal data seriously, and this policy explains what information we collect, how we use it, and what rights you have in relation to it.

This policy applies to visitors to our website and to individuals who contact us or engage our services. Please read it carefully. If you have questions, contact us at [email protected].

2. Data We Collect

Information You Provide

When you contact us or submit an enquiry, we may collect your name, email address, phone number, and any details you share in your message about your care situation.

Information Collected Automatically

When you visit our website, we collect standard technical information including your IP address, browser type, pages visited, and time spent on the site. This is collected via analytics cookies (only if you have consented).

Care-Related Information

Once you engage our services, we collect information about the care recipient — including health considerations, daily routines, and preferences — solely for the purpose of delivering appropriate care. This information is treated with the highest level of confidentiality.

3. How We Use Your Data

• To respond to enquiries and provide information about our services
• To arrange and deliver care services you have requested
• To prepare and maintain care plans for service recipients
• To send service-related communications (updates, scheduling, reports)
• To improve our website and understand how visitors use it (analytics, with consent)
• To comply with legal and regulatory obligations

We do not use your data for unsolicited marketing. We do not sell or share your data with third parties for their own commercial purposes.

4. Legal Basis for Processing

We process personal data under the following lawful bases, in accordance with the Personal Data Protection Act (PDPA) of Taiwan:

• Consent — for optional cookies and any marketing communications
• Contract performance — for data necessary to deliver our care services
• Legitimate interest — for responding to enquiries and improving our service
• Legal obligation — where required by applicable Taiwanese law

5. Data Retention

We retain contact and enquiry data for up to 12 months after the last interaction. Care-related records for active clients are retained for the duration of the service and for a period of 3 years afterwards, to meet professional obligations. Analytics data is retained for 12 months.

6. Data Protection Measures

We apply appropriate technical and organisational measures to protect personal data against unauthorised access, loss, or disclosure. These include access controls limiting data to relevant staff only, confidentiality agreements for all team members, and secure storage for physical care documents. Care-related information is not shared outside the care team without your explicit consent.

7. Cookies

We use cookies on our website. Essential cookies are required for the site to function. Optional analytics and marketing cookies are only used with your consent. You can manage your preferences at any time via our Cookie Policy page.

8. Third-Party Services

We use Google Analytics to understand website usage. This service may set cookies and collect anonymised browsing data. Google's privacy practices are described at their website. We do not integrate social media tracking by default. Links to external websites are provided for convenience — we are not responsible for their privacy practices.

9. Your Rights

Under the Taiwan Personal Data Protection Act, you have the right to:

• Access a copy of the personal data we hold about you
• Request correction of inaccurate or incomplete data
• Request deletion of data we no longer have a lawful basis to hold
• Object to or restrict certain processing activities
• Withdraw consent for optional data uses (such as analytics cookies)

To exercise any of these rights, email [email protected]. We will respond within 15 working days.

10. Children's Privacy

Our services are intended for adults seeking care for elderly family members. We do not knowingly collect personal data from individuals under the age of 18. If you believe we have inadvertently collected such data, please contact us and we will delete it promptly.

11. Changes to This Policy

We may update this policy from time to time. When we do, the "Last Updated" date at the top of this page will be revised. Continued use of our website or services after changes constitutes acceptance of the updated policy.

12. Contact

For privacy-related questions or requests:

• Email: [email protected]
• Address: No. 127, Section 2, Wuchang Street, Songshan District, Taipei 105
• Phone: +886 4 649 9480 (office hours)