Privacy Policy

1. Who we are

YolanCare ("YolanCare", "we", "us", "our") operates an online marketplace at yolancare.com that connects families and clients ("Families") with independent caregivers, including nurses, RPNs, and PSWs ("Caregivers"). YolanCare is not a home care agency and does not employ Caregivers. YolanCare is the party responsible for the personal information collected through this platform. Our privacy officer can be reached at privacy@yolancare.ca.

2. Scope

This Privacy Policy explains how we collect, use, disclose, and safeguard personal information when you use our website, create an account, book care, provide care, or otherwise interact with the platform. It applies to Families, Caregivers, and website visitors in Canada. It does not describe how independent Caregivers handle information they receive directly from a Family in their own private records.

3. Information we collect

We collect information you provide directly to us, information generated through your use of the platform, and information from limited third parties:

• Account information: name, email, phone number, password (hashed), province or region, and role (Family or Caregiver).
• Family information: care needs, preferences, general household information you choose to share with a Caregiver, and booking details.
• Caregiver information: profile bio, services offered, hourly rate, availability, credentials and certifications submitted for verification, and payout information.
• Payment information: last four digits of your card and payment status. Full card numbers are handled by our PCI-compliant payment processor (Stripe) and are never stored on our servers.
• Verification data: government ID, criminal record check results, and credential verifications collected by our verification partners.
• Communications: messages exchanged through the platform, support requests, and reviews.
• Device and usage data: IP address, browser type, pages viewed, and timestamps, collected through cookies and similar technologies.

4. How we use personal information

We use personal information only for purposes a reasonable person would consider appropriate, including:

• To operate the marketplace — creating accounts, matching Families with Caregivers, and enabling bookings and messaging.
• To process payments, subscriptions, and payouts.
• To verify Caregiver identity, credentials, and background where you have consented.
• To protect the safety and integrity of the platform, prevent fraud, and enforce our Terms of Service and Community Standards.
• To communicate with you about your account, bookings, and important updates.
• To comply with legal, regulatory, and tax obligations in Canada.
• To improve the platform and develop new features, using aggregated or de-identified data where possible.

5. Legal basis and consent

Under PIPEDA and applicable provincial privacy legislation, we rely on your consent to collect, use, and disclose personal information. Consent may be express (for example, when you check a box or sign an agreement) or implied by your use of the platform for its intended purpose. You may withdraw your consent at any time, subject to legal or contractual restrictions and reasonable notice; withdrawal may mean you can no longer use certain features of the platform.

6. When we share personal information

We share personal information only as needed to operate the platform or as required by law:

• With other users of the platform to enable the service — a Family's booking request is shared with the selected Caregiver, and a Caregiver's public profile is visible to Families searching for care.
• With service providers acting on our behalf, including our cloud hosting provider, payment processor, background-check vendors, email delivery service, and customer support tools, under written agreements that require them to protect the information.
• With regulatory authorities, law enforcement, or other parties where required by law, court order, or to protect the rights, safety, or property of YolanCare, our users, or the public.
• In connection with a corporate transaction such as a merger, acquisition, or sale of assets, subject to appropriate confidentiality protections.

7. International transfers and data location

Some of our service providers may store or process personal information outside of Canada, including in the United States and the European Union. When personal information is transferred outside Canada it may be subject to the laws of that jurisdiction, including lawful access by foreign authorities. We use contractual and technical safeguards to protect personal information that leaves Canada.

8. Retention

We keep personal information only as long as necessary for the purposes described above or as required by law. Account and booking records are retained while your account is active and for a reasonable period afterwards to comply with tax, accounting, dispute-resolution, and safety obligations. Verification records are retained in line with the requirements of our verification partners. When information is no longer needed we securely delete or anonymize it.

9. Your rights

Subject to legal exceptions, you have the right to:

• Access the personal information we hold about you and receive information about how it is being used.
• Request correction of inaccurate or incomplete personal information.
• Request deletion of your account and personal information.
• Withdraw consent to further collection, use, or disclosure of your personal information.
• File a complaint with our privacy officer and, if unresolved, with the Office of the Privacy Commissioner of Canada (priv.gc.ca) or your provincial privacy commissioner.

10. Cookies and tracking

We use cookies and similar technologies for authentication, security, remembering preferences, and understanding how the platform is used. See our Cookie Notice for details and choices. Do Not Track browser signals are not currently supported by uniform standards, and we do not respond to them.

11. Security

We use technical and organizational measures to protect personal information, including TLS in transit, AES-256 encryption at rest, bcrypt password hashing, role-based access controls, and append-only audit logging of sensitive actions. See our Trust & Security page for more detail. No system is perfectly secure; if we become aware of a breach of security safeguards involving your personal information that creates a real risk of significant harm, we will notify you and the appropriate authorities as required by law.

12. Children

YolanCare is intended for adults 18 years of age or older. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact privacy@yolancare.ca and we will delete it.

13. Changes to this policy

We may update this Privacy Policy from time to time. When we do, we will change the "Last updated" date above and, for material changes, provide notice through the platform or by email. Your continued use of YolanCare after an update means you accept the revised policy.

14. Contact us

Questions, requests, or complaints about this Privacy Policy or your personal information can be sent to our privacy officer at privacy@yolancare.ca, or by mail to YolanCare Privacy Officer, Toronto, Ontario, Canada. We will respond within 30 days.