Ask Nuala Privacy Policy

Effective date: 23 October 2026 Replaces: the version dated 14 September 2026

In brief

Ask Nuala helps families arrange care, support and everyday help for an older relative in Ireland. We are run by Ask Nuala Limited.
We collect only what we need to do that job.
We do not collect health information about older people. We keep practical “access and communication notes” instead, such as whether someone will hear the doorbell.
Payments are handled by Stripe. We never see full card or bank account details.
We do not sell personal information.
You can ask us for a copy of your information, ask us to correct it, or ask us to delete it at any time: support@asknuala.ie.

Which parts apply to me?

If you are…	Read especially
A family member arranging help for an older person	Sections 3, 5, 6, 14 and 16
An older person receiving support	Section 7
Someone a family member has named (a sibling, neighbour, friend)	Section 8
A tradesperson, driver, volunteer or other supplier	Sections 3, 9 and 14
Just visiting our website	Sections 3 and 11

This one policy covers everyone who uses Ask Nuala. Please read the whole of any section that applies to you.

1. Who we are

Ask Nuala Limited (“Ask Nuala”, “we”, “us”) is a company registered in Ireland, company number 827639. Our registered office is 26 Berkeley Road, Phibsborough, Dublin D07 CH64.

We are the “controller” of the personal information described in this policy. That means we decide how and why it is used.

You can contact us about privacy at support@asknuala.ie.

PacSana. The Smart Bracelet service is provided by Pac Sane Limited, an Irish company trading as PacSana. PacSana is a separate controller, with its own privacy policy at www.pacsana.com.

2. Who this policy covers, and what it covers

This policy applies to:

Families, meaning the people who set up and pay for our services for an older relative;
Older people who receive support arranged through us;
Care circle members, meaning other people a family chooses to tell us about, such as siblings, neighbours and friends;
Service providers, meaning tradespeople, drivers, volunteers, and other suppliers who apply to work with us or carry out tasks arranged through us;
Website visitors and anyone who contacts us.

It covers personal information we collect through www.asknuala.ie and our other websites and apps, and also by email, by phone and in person, when we arrange or deliver our services.

“Personal information” means any information that identifies you or could be used to identify you, such as your name, email address, phone number or home address. Data protection law calls this “personal data”.

It does not cover what other organisations do with your information in their own right (see Sections 6 and 12).

3. What we collect

3.1 From everyone

Contact details: name, email, phone number, and address where relevant.
Communications: emails, messages, enquiry forms, and notes of phone calls and video calls with us.
Support requests: what you tell us, and any technical information you choose to send with it.
Marketing preferences.
Technical information collected through cookies and similar technologies (see Section 11).

3.2 Families

Account information: your login details.
Your relationship to the older person, in general terms (for example “daughter”).
Service requests and bookings: what help you want, when and where, and your preferences.
Payment and subscription information: your subscription and billing history, and what Stripe tells us about each payment: that it succeeded or failed, the card type and last four digits, and a Stripe reference. Card details are entered with Stripe, not with us.
Task records: completion reports from providers, and any feedback or ratings you give.

3.3 Older people

We hold only what is needed to arrange and deliver support safely and respectfully:

Contact information: name, preferred name, home address and phone number.
Access and communication notes: practical points that help a visit or call go well. Examples include whether they will hear the doorbell or phone, whether they are slow to answer the door, the best time of day to call, language preferences, and how to get in (for example a key-safe arrangement).
Task records for the help they receive.

3.4 Care circle members

If a family chooses to tell us about people involved in an older person’s care, we hold:

name and contact details (phone, email);
their relationship to the older person (for example “brother”, “neighbour”, “friend”);
their practical role, if the family tells us (for example “has a key” or “to be called first”).

We do not ask for marital or relationship status in the sense of who someone is married to or in a relationship with. “Relationship” here means how the person is connected to the older person.

3.5 Service providers (tradespeople, drivers, volunteers and other suppliers)

From your application form and later dealings with us:

Identity and contact details, and your business name and registration details if you operate through a business.
Services you offer and the area you cover.
Your charges.
Garda vetting status: whether you declare that you are Garda vetted, and, where we ask to see evidence, the date and outcome of the check. We do not ask for or keep copies of vetting disclosures.
Public liability insurance: whether you are insured and your renewal date.
Other information you choose to include in your application, such as your experience and availability.
Work records: which tasks you were offered and carried out, time-stamped check-in and check-out (using a QR/NFC code or, where you use our mobile app, your device’s location at check-in and check-out only), completion reports, and feedback from families.
Payment information: if we pay you for tasks, Stripe collects your bank account and identity verification details when you set up your payout account. We receive your verification status and payout records. We do not see your full bank account details.

Volunteers go through the same application and vetting declaration process as paid providers. If you are a volunteer, we do not collect payment information from you.

3.6 Website visitors

Information about how you use our website and which pages you view, your device and browser type, and your approximate location, collected through the cookies described in Section 11.

3.7 What we do not collect

Health information about older people, such as diagnoses, conditions, medication, medical records or care plans. Please do not send us this.
Full payment card numbers or bank account details. Stripe handles these.

Occasionally health information may reach us anyway, for example in a phone call or in a provider’s note. If that happens we will handle it with care, keep only what is needed to deliver the service safely, and delete the rest. You can ask us to remove it at any time.

4. Where we get your information

From you.
From a family member, about an older person or the care circle. Families must only give us information about others in line with Sections 7 and 8.
From providers, for example completion reports.
From Stripe, about payments and payout account verification.
From our website and advertising tools, through cookies, if you have agreed to them.

5. Why we use your information, and our legal basis

What we do	Our legal basis under data protection law
Provide the services a family asks for, arrange suppliers, send service messages	Contract with the family member; and our legitimate interests in delivering the service to the older person on the family’s behalf
Keep access and communication notes about an older person	Consent (explicit), given through the family member’s confirmation (see Section 7). It can be withdrawn at any time
Contact care circle members as the family has directed	Legitimate interests: reaching the right person when arranging or delivering care
Assess provider applications, allocate work, collect feedback	Steps towards a contract with the provider; and our legitimate interests in offering families suitable, reliable suppliers
Check vetting and insurance declarations and renewal dates	Legitimate interests: protecting the safety of older people and their homes
Take payments, pay providers, issue invoices, keep accounts	Contract; and legal obligation (tax and accounting law)
Keep our systems secure, prevent fraud, deal with complaints and disputes	Legitimate interests; and establishing or defending legal claims
Analytics and advertising cookies	Consent
Marketing emails	Consent, or for existing customers our legitimate interests in telling you about similar services, with an opt-out in every email
Improve our services using anonymised or aggregated information	Legitimate interests
Comply with the law and respond to lawful requests	Legal obligation
Sale or reorganisation of our business	Legitimate interests

We do not make decisions about you using solely automated processing that has legal or similarly significant effects.

6. Who we share your information with

We share personal information only as set out here. We do not sell it.

Providers carrying out a task. The provider chosen for a task gets what they need to do it: the older person’s name, address, contact number and relevant access and communication notes, plus the task details. They do not get more than that.
Families. Families receive task completion reports and, where we propose a provider, that provider’s name, the service offered, charges, and vetting and insurance status as declared.
Stripe. Payments are processed by Stripe Payments Europe, Limited (part of Stripe, Inc.). Stripe acts as an independent controller for payment information and for the identity and bank account verification of providers we pay. Stripe’s privacy policy is at stripe.com/ie/privacy.
PacSana. If a family takes the Smart Bracelet through us, we pass PacSana the contact details and address it needs to supply and install it. PacSana then looks after the device and its data under its own privacy policy.
Companies that help us run Ask Nuala, acting on our instructions: Google (Google Workspace for email and file storage), our website hosting provider, our job-management platform, and contractors and virtual assistants who help us deliver the service. They must keep information secure and use it only for our purposes.
Advertising and analytics providers, Google and Meta, but only through cookies you have agreed to (see Section 11).
Our professional advisers, such as accountants, lawyers and insurers, where needed.
Authorities, such as An Garda Síochána, the Revenue Commissioners or a court, where the law requires it.
A buyer or successor, if Ask Nuala is sold or reorganised. We would tell you, and any new owner would have to honour this policy.
Anyone else, only with your consent. For example, if you ask us to pass your details to a solicitor or financial adviser we suggest.

We share information about care circle members with other care circle members or providers only as the family directs.

7. If you are an older person receiving support

Someone close to you, usually a family member, has asked us to arrange help for you. We are telling you what we hold and why:

We hold your name, address and phone number, and some practical notes about how best to contact you or visit you (for example, “may take a while to answer the door”).
We do not hold health information about you. The notes are about practicalities, not your health.
Providers who visit you are given only what they need to do the task.
You can ask us to see, correct or remove anything we hold about you, or to stop keeping any of your notes. Contact support@asknuala.ie, or tell the person who visits and ask them to let us know.

For the family member: by giving us information about an older person you are confirming that you have told them, that they are happy for us to hold it for this purpose, or that you have legal authority to act for them. If you are acting under a legal authority, such as an enduring power of attorney, tell us. We may ask you to confirm this.

8. If a family member has given us your details

A family member may have told us your name, your contact details and how you are connected to the older person (for example, “neighbour with a key”). We use this only to contact you about the older person’s care, as the family has directed, or to share updates they have asked us to share.

We got your details from the family member, not from you. You can ask us what we hold, ask us to correct it, ask us to stop contacting you, or ask us to delete it. Contact support@asknuala.ie.

9. If you are a tradesperson, driver, volunteer or other supplier

Your application. We use what you tell us to decide whether to work with you and which tasks to offer you. We may check your Garda vetting and insurance declarations, and we may ask to see evidence. We will contact you before your insurance renewal date.
What families see. If we propose you for a task, the family sees your name, the service you offer, your charges, and your declared vetting and insurance status.
Your records and feedback. We keep records of tasks you carry out, visit check-ins and check-outs, completion reports, and feedback from families. We may use these when deciding whether to offer you further work. [Feedback and ratings may be shown to families choosing a provider.]
Payment. Stripe sets up your payout account and verifies your identity and bank account. Stripe is a separate controller for that information.
Older people’s information. You will see personal information about the people you help. Use it only for the task, keep it confidential, do not copy or keep it afterwards, and do not record health information in reports. Tell us immediately if it is lost or disclosed by mistake.
You are independent. Providers are independent suppliers. They are responsible for their own use of personal information outside the tasks arranged through us.

10. Transfers outside the European Economic Area

Some of the companies and people we work with may handle information outside the European Economic Area (EEA):

Google, Stripe and Meta are based in or use servers in the United States. They rely on the EU–US Data Privacy Framework (where certified) or the European Commission’s Standard Contractual Clauses.
Some of the virtual assistants and contractors who help us run Ask Nuala work from outside the EEA. They access only what they need for their tasks, under contract and confidentiality obligations. Where the country has no EU adequacy decision, we put in place Standard Contractual Clauses or another safeguard required by data protection law.

You can ask us for details of the safeguards at support@asknuala.ie.

11. Cookies and similar technologies

We use these on our website:

Type	Tool	What it does	Provider	Consent needed?
Essential	Our own cookies	Make the website work and remember your cookie choices	Ask Nuala	No
Analytics	Google Analytics 4	Tells us which pages are visited, on which devices and roughly where from, so we can improve the site	Google Ireland Limited	Yes
Advertising	Google Ads tag	Measures whether our Google adverts lead to enquiries, and may show you relevant adverts	Google Ireland Limited	Yes
Advertising	Meta Pixel	Measures whether our Facebook and Instagram adverts lead to enquiries, and may show you relevant adverts	Meta Platforms Ireland Limited	Yes

Analytics and advertising cookies are switched off until you say yes in our cookie banner. You can change your mind at any time using the cookie settings link at the bottom of every page, or in your browser settings. The cookie banner lists the individual cookies and how long each lasts.

For the Meta Pixel, Meta may act jointly with us as controller for collecting your information and passing it on to Meta. We configure these tools so that what you type into our forms is not sent to Google or Meta.

“Similar technologies” include local storage and tracking pixels. We treat them in the same way as cookies.

12. Other organisations and independent advisers

Some organisations we mention are independent. Examples are the solicitors, financial advisers and other professionals a family may choose to contact. Their use of your information is covered by their own privacy policies, not this one. We pass your details to them only if you ask us to.

13. Emails and marketing

Service emails: if you are a customer or provider, we will send you messages about your account, bookings, payments and tasks. You cannot opt out of these while you use the service.
Marketing emails: we send these only if you agree, or if you are an existing customer and we are telling you about similar services. Every marketing email has an unsubscribe link, and you can also write to support@asknuala.ie.

14. How long we keep your information

We keep information only for as long as there is a good reason to. Our standard periods are:

Information	How long
Enquiries that do not lead to a booking	12 months
Family account and contact details	While the account is open and for 12 months afterwards
Older person’s access and communication notes and entry arrangements	Deleted within 90 days after the service ends, or sooner on request
Care circle contacts	Until the family removes them, or 90 days after the account closes
Task records and completion reports	2 years after the task
Invoices, payment records and accounts	6 years, as tax and accounting law require
Unsuccessful provider applications	12 months
Active providers: application, vetting and insurance declarations	While you work with us and for 12 months afterwards
Active providers: payment and contract records	6 years
Marketing preferences	Until you withdraw consent. We keep your email address on a suppression list so we do not contact you again
Website analytics data	Up to 14 months

We may keep information for longer if the law requires it, or to establish or defend a legal claim. When the time is up, we delete it or anonymise it. Stripe keeps its own records under its own policy.

15. How we keep information safe

We store information on Google Workspace, which is ISO 27001 certified, and on other trusted services that provide appropriate security. We limit access to the people who need it, require our staff, contractors and providers to keep it confidential, and use secure connections.

If there is a breach that is likely to put you at risk, we will tell the Data Protection Commission within 72 hours, and we will tell you without undue delay where the law requires it.

16. Your rights

You have the right to:

be told what we hold and why (this policy);
access a copy of your information;
correct anything that is wrong;
delete your information, in many cases;
restrict how we use it;
receive it in a portable format, where we hold it by consent or contract;
object to uses based on our legitimate interests, and to direct marketing at any time;
withdraw your consent at any time, without affecting what was done before.

To use any of these rights, email support@asknuala.ie. We will reply within one month. There is no charge, and we may ask you to confirm who you are. If you ask us to delete your account, we will delete your information and you will no longer be able to sign in. We may need to keep some records, such as invoices, because the law requires it.

If you are unhappy with how we use your information, please talk to us first. You also have the right to complain to the Data Protection Commission: www.dataprotection.ie.

17. Children

Our services are for adults. We do not knowingly collect personal information from anyone under 18. If you think we have, please contact us and we will delete it.

18. Anonymous information

“Anonymous Information” is information that does not identify anyone, including statistics we build from personal information. We may use it to improve our services and personalise the website, to understand traffic and how the service is used, and to share aggregated, non-identifiable figures with funders, investors and partners. We make sure it cannot identify you.

19. Changes to this policy

We may change this policy from time to time. We will update the effective date above and publish the new version at www.asknuala.ie. If the changes are important, we will let you know directly, for example by email.

20. Contact us

Ask Nuala Limited
Registered office: 26 Berkeley Road, Phibsborough, Dublin D07 CH64
Email: support@asknuala.ie