At Care Nest, your family's trust is everything. This policy explains what information we collect when you use our platform, how we use it, and the choices you have. It is written to comply with Malaysia's Personal Data Protection Act 2010 (PDPA).
01 Introduction
Care Nest Sdn. Bhd. ("Care Nest", "we", "us") operates a marketplace connecting families with verified caregivers, nurses and medical escorts across Malaysia. This Privacy Policy applies to our website, mobile applications and related services (together, the "Platform").
By creating an account or booking care through the Platform, you agree to the collection and use of information in accordance with this policy.
02 Information we collect
Information you provide
- Account details: name, email, phone number and password
- Profile and booking details: addresses, the family member receiving care, and scheduling preferences
- Health information: medical conditions, medications and care notes you choose to share so caregivers can provide safe care
- Payment information: processed securely by our licensed payment partners (we do not store full card numbers)
- Caregiver credentials: for caregivers: MyKad, certifications and qualifications submitted for verification
Information collected automatically
- Device and usage data: IP address, browser type, pages visited and booking activity
- Location data: used to match you with nearby caregivers (with your permission)
- Cookies and similar technologies: to keep you signed in and improve the Platform
03 How we use your information
- To create and manage your account and bookings
- To match families with suitable, verified caregivers
- To process payments and issue receipts
- To share necessary care details with the caregiver you book
- To send booking confirmations, reminders and care updates
- To verify caregiver identity, credentials and background
- To improve the Platform, prevent fraud and ensure safety
- To comply with legal and regulatory obligations
05 Data security
We protect your information with industry-standard safeguards, including encryption in transit and at rest, access controls, and regular security reviews. Payments are handled by PCI-DSS compliant partners. While no system is completely secure, we work continuously to protect your data.
06 Your rights
Under the PDPA, you have the right to:
- Access the personal data we hold about you
- Request correction of inaccurate or incomplete data
- Withdraw consent to processing (which may affect our ability to provide services)
- Limit the processing of your personal data
You can also ask us to delete your account. We then anonymise your personal details (name, email, phone, photo, family members and caregiver documents). Booking, payment and payout records are kept for 7 years, as required by Malaysian tax and accounting law, but they no longer identify you.
To exercise any of these rights, send us an enquiry through our Contact page and choose “Data privacy request” as the topic, or use the details below. We respond within 21 days. You can also request account deletion directly.
07 Data retention
We keep your personal data only as long as necessary to provide our services and meet legal, tax and regulatory obligations. When data is no longer needed, we securely delete or anonymise it. Care notes and booking records may be retained for the period required by Malaysian healthcare and consumer-protection regulations.
This Privacy Policy may be updated from time to time. Material changes will be notified through the Platform or by email. See also our Terms of Service and PDPA Notice.