Privacy Policy

Who we are

Our website address is: https://www.candlelightcare.co.uk.

If you have any questions about this policy or how we handle your data, please contact us:

By post:
Candlelight Homecare Services Ltd
Baily’s West
Millstream Square
Glastonbury
BA6 9RR

By phone: 01458 831201

By email: [email protected]

What information we collect

Contact and enquiry forms

When you fill in a form on our website, we collect the information you provide, such as your name, email address, phone number and any message or details you include. Forms on this site are built using WPForms. Submissions are emailed to our team and may also be stored in our website database.

Emails sent from our website

We use Post SMTP to make sure emails from our website (such as enquiry notifications and form confirmations) are delivered reliably. These emails are sent through a third-party email delivery service. Post SMTP keeps a log of emails sent from the site, which can include recipient email addresses and message content. We use this log to fix delivery problems and clear it regularly.

Security and login data

To protect our website from hacking, spam and malicious traffic, we use Wordfence Security and SiteGround Security Optimizer. These tools record technical information such as your IP address, browser type, the pages you request and the time of your visit, along with login attempts. Wordfence may share IP addresses with its own servers to check them against known threats.

Automatically collected data

When you browse our website, with your consent we collect certain technical information, including your IP address, browser type, device type, pages visited and how you found the site. This is collected via Google Analytics.

Media

If you upload images to the website, avoid uploading ones with embedded location data (EXIF GPS), as visitors can download and extract location data from images on the site.

How we use your information

We use your personal information to:

• Respond to enquiries submitted through our website
• Make sure emails from our website are delivered
• Improve our website and understand how visitors use it
• Keep our website secure and running smoothly
• Meet our legal and regulatory obligations

Our legal basis for processing

We process your personal data on the following legal bases under UK GDPR:

• Consent: for example, when you submit an enquiry form or accept analytics cookies
• Legitimate interests: to respond to enquiries, keep our website secure, prevent spam and malicious activity, and make sure our emails are delivered
• Legal obligation: where we’re required to keep certain records to comply with the law

Cookies

When you first visit our website, a cookie banner (provided by WPConsent) asks whether you accept non-essential cookies. We only set analytics cookies if you agree. We store your choice in a cookie so we don’t ask you again on every visit. You can change your choice at any time using the cookie settings link on our website.

Essential cookies

These are needed for the website to work and don’t require consent:

• A cookie that stores your cookie preferences
• Security cookies set by Wordfence and SiteGround to protect the site and its login area
• If you visit our login page, a temporary cookie to check whether your browser accepts cookies. This contains no personal data and is discarded when you close your browser.
• When you log in, cookies that save your login information and screen display choices. Login cookies last two days, and screen options cookies last a year. If you select “Remember Me”, your login persists for two weeks. Logging out removes your login cookies.
• If you edit or publish an article, a cookie containing only the post ID of the article you edited, which expires after one day

Login cookies only apply to staff and website administrators.

Analytics cookies

With your consent, Google Analytics sets cookies to help us understand how visitors use our website, such as which pages are viewed and how long visitors stay. These cookies can last up to two years. You can also opt out using the Google Analytics opt-out browser add-on.

You can control or delete cookies through your browser settings at any time. Blocking some cookies may affect how the website works.

Google Search Console

We use Google Search Console to monitor our website’s presence in Google Search results. This gives us aggregated data about search performance and doesn’t collect personal data about individual visitors.

Website performance

We use SiteGround Speed Optimizer and WP-Optimize to keep our website fast, including caching, file optimisation and image compression. These tools may process technical data such as IP addresses to improve load times, but this data isn’t used to identify individual visitors.

Icons and fonts

Our website uses Font Awesome to display icons. Depending on how icons are loaded, your browser may connect to Font Awesome’s servers, which means your IP address is shared with them. You can read Font Awesome’s privacy policy on their website.

Embedded content from other websites

Pages on this site may include embedded content (for example videos, images or articles). Embedded content from other websites behaves in exactly the same way as if you had visited that other website directly.

These websites may collect data about you, use cookies, embed additional third-party tracking and monitor your interaction with that embedded content, including tracking your interaction if you have an account and are logged in to that website.

Who we share your information with

We do not sell your personal information. We may share it with:

• SiteGround: our website host, which stores our website and its data
• WPForms: our form provider, to process form submissions
• Our email delivery provider: to send emails from our website via Post SMTP
• Wordfence (Defiant Inc.): to protect our website from security threats
• WPMU DEV: which provides website management, SEO and update tools
• Google: for analytics (Google Analytics) and search performance monitoring (Search Console), under Google’s own privacy policy
• Font Awesome: to display icons on our website
• Our IT and website support providers: who help us maintain and secure the website

If you request a password reset, your IP address is included in the reset email.

We will only share your information with third parties where it’s necessary for the purposes above, or where we’re legally required to.

International transfers

Some of these providers, including Google, Wordfence, WPMU DEV and Font Awesome, are based in or process data in the United States. Where your data is transferred outside the UK, we rely on appropriate safeguards such as the UK Extension to the EU-US Data Privacy Framework or the UK International Data Transfer Agreement.

How long we keep your information

• Enquiry form submissions are kept for as long as reasonably necessary to respond to and follow up on your enquiry, then deleted or anonymised.
• Email logs are kept for a short period to troubleshoot delivery problems, then cleared.
• Security logs (such as IP addresses and login attempts) are kept for a limited period to protect the website, then automatically removed.
• User accounts: if you register for an account on our website, we store the personal information in your user profile. You can see, edit or delete your personal information at any time, except your username. Website administrators can also see and edit that information.
• Analytics data is kept in Google Analytics in line with our retention settings.

Your rights

Under UK GDPR, you have the right to:

• Access the personal data we hold about you
• Ask us to correct inaccurate data
• Ask us to delete your data (“right to be forgotten”)
• Object to or restrict how we use your data
• Ask for your data in a portable format
• Withdraw consent at any time, where consent is the legal basis

To exercise any of these rights, contact us using the details at the top of this policy. You also have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk if you’re unhappy with how we’ve handled your data.

Changes to this policy

We may update this privacy policy from time to time. Any changes will be posted on this page with an updated “last updated” date.