Privacy Policy

Launch status. OwnWay is preparing to launch in West Sussex. Before the first paid support agreement begins, the final contracting legal entity and registered address will be added to this notice and the Customer Service Agreement.

Who is responsible for your information

OwnWay is responsible for deciding how personal information used to operate the service is handled. Our privacy contact is support@ownway.uk.

Information we collect

Depending on your relationship with OwnWay, we may collect contact details, addresses, enquiry information, support preferences, emergency contacts, booking and visit information, family or trusted contact details, billing records, communications and account information.

Where genuinely necessary to provide safe agreed support, we may also hold more sensitive information such as relevant health information, risk information, safeguarding records and documents supplied during onboarding, including DNACPR evidence where applicable.

For employees and applicants we may hold identity and contact details, employment records, right to work and recruitment records, availability, leave, timesheets, mileage, training, incident records and other information needed to manage employment and safe service delivery.

Why we use information

We use personal information to respond to enquiries, take steps towards or perform a service agreement, schedule and deliver support, communicate with customers and authorised family contacts, manage employees, produce invoices, keep appropriate records, protect people and the service, handle complaints and meet legal obligations.

Our Article 6 lawful bases may include contract or steps before a contract, legal obligation, legitimate interests, vital interests and consent where that is the appropriate basis. We document the basis used for each processing purpose in our internal data map.

Sensitive information

Health and other special category information receives additional protection. OwnWay only collects it where it is relevant and necessary. We identify an Article 9 condition before processing special category information. Routine health information supplied for agreed support may rely on explicit consent where appropriate. Safeguarding or emergency processing may rely on other conditions permitted by law where consent is not appropriate.

Who we share information with

Information is shared only where necessary. This may include authorised OwnWay staff, an authorised family or trusted contact, emergency services, safeguarding authorities, professional advisers, insurers, payment and accounting providers, and technology suppliers that operate systems on our behalf.

Current technology suppliers include Supabase for database and private document storage, Render for hosting, Resend for transactional email and OpenRouteService for travel aware scheduling. Staff may choose to open a customer address in Google Maps when directions are required for an agreed visit. Supplier arrangements are reviewed before launch and when services change.

International transfers

Some suppliers may process information outside the UK. Before using a supplier for personal information, OwnWay checks the applicable transfer arrangement, such as UK adequacy regulations or an appropriate safeguard, and records the outcome in the processor register.

How long we keep information

OwnWay keeps information only for as long as it is needed for the purpose it was collected, legal or insurance requirements, safeguarding, complaints or legal claims. Our launch retention schedule generally keeps unsuccessful enquiries for up to 12 months, core customer service and contractual records for up to 6 years after the service ends, and financial records for the applicable statutory period. Safeguarding or legal records may need to be kept longer where justified.

Your rights

Depending on the circumstances and lawful basis, you may have rights to access your information, correct it, ask for deletion or restriction, object to certain processing and receive certain information in a portable format. Where processing is based on consent, you can withdraw that consent for future processing.

To make a request, email support@ownway.uk. We may need to verify your identity before releasing information.

Security and data breaches

OwnWay uses role based access, private storage, password protection, access controls, audit records and other technical and organisational measures designed to protect information. If a personal data breach occurs, OwnWay will assess the risk and make any required notification to the Information Commissioner's Office and affected people.

Complaints about privacy

Please contact OwnWay first at support@ownway.uk so we can try to resolve the issue. You also have the right to complain to the Information Commissioner's Office.

Last updated: 22 August 2026.