Privacy Policy

Who we are

Clare Service Ltd ("Clare Service", "we", "us") is a company registered in England and Wales, company number 17420337, registered office: [TO CONFIRM: registered office address]. We are the data controller for the personal information described in this policy. We are registered with the Information Commissioner's Office (ICO), registration number [TO CONFIRM: ICO registration number].

Contact for privacy questions: info@clareservice.co.uk · +44 7466 839034.

What we do

We coordinate trips to the United Kingdom for clients mainly from Arab, Gulf and African countries: airport reception, private transport through licensed partners, medical appointment coordination with interpreters, student admission and accommodation, tourism, business visits, and translation and accompaniment. We are a coordination service. We do not provide medical care, medical advice or immigration advice; visa matters are handled by regulated immigration advisers in our partner network.

Information we collect

• Identity and contact details: name, nationality, country of residence, phone and WhatsApp number, email address, preferred language.
• Trip details: travel dates, flight numbers, number of travellers, airports, accommodation needs, services requested.
• Student information: qualifications and the country they were obtained in, English level, intended course, level and intake, budget range, and age at the start of study.
• Health information, only when you ask us to coordinate medical appointments: the medical specialty you need, information you choose to share about your condition, and medical reports you send to us so we can pass them to a hospital or clinic.
• Communications: messages you send us through our website, WhatsApp, email, phone or social media, and our replies.
• Contract and payment information: quotes, signed contracts, and payment records. Card payments are processed by [TO CONFIRM: payment provider]; we do not store your full card details.
• Technical information: your IP address, the date and time of your consent, the version of this policy you accepted, and the cookies listed below.

Children

Our services for students under 18 are arranged with a parent or legal guardian, who provides the information and gives any consent on the child's behalf. UK rules require an approved guardian in the UK for students under 18; we arrange this through accredited guardianship providers.

Why we use your information and our lawful basis

• To answer your enquiry, prepare a quote and provide the services you ask for: necessary to take steps at your request before a contract and to perform our contract with you.
• To share your details with the partners who deliver your service: performance of the contract.
• To process health information for medical coordination: your explicit consent. You give it separately on our request form, and you can withdraw it at any time; we will then stop arranging medical services that depend on it.
• To keep records of contracts, payments and consents, and to comply with tax and legal duties: legal obligation.
• To keep our website and systems secure, prevent fraud and spam, and improve our service: our legitimate interests, balanced against your rights.
• To send you news or offers: only with your consent, and you can unsubscribe at any time.

Automatic replies

Our website and messaging channels may answer common questions automatically using answers approved by our staff. If the system cannot answer, your question is passed to a member of our team. We do not make decisions with legal or similarly significant effects about you by automated means.

Who we share information with

Only what each party needs for your service, and only for that purpose:

• hospitals, clinics and doctors you ask us to contact;
• universities, colleges, language schools, pathway providers and approved training centres;
• accommodation providers, hotels and homestay hosts;
• licensed transport operators and registered ambulance providers;
• interpreters and companions;
• accredited guardianship providers for students under 18;
• regulated immigration advisers or law firms, when you ask for visa help;
• our service providers: website hosting (Hetzner Online GmbH, Germany), email hosting, WhatsApp (Meta), electronic signature ([TO CONFIRM: e-signature provider]) and payment processing ([TO CONFIRM: payment provider]);
• authorities, courts or regulators when the law requires it.

We do not sell your personal information.

International transfers

Our website is hosted in Germany, which the UK recognises as providing adequate protection. Some providers, such as Meta for WhatsApp, may process data in the United States under the UK-US data bridge or other approved safeguards. When you are outside the UK, or ask us to work with a partner outside the UK, we transfer your information to that country to provide the service you requested.

How long we keep information

• Enquiries and requests that do not become a contract: anonymised 24 months after they are closed.
• Contracts, invoices and payment records: 6 years after the end of the financial year, as UK tax law requires.
• Health information and medical reports: deleted or anonymised [TO CONFIRM: number] months after the medical service is completed, unless you ask us to keep them longer.
• Records of your consent: for as long as we hold the information it relates to, and then anonymised.

Your rights

You have the right to access your information, correct it, ask us to delete it, restrict or object to its use, receive it in a portable format, and withdraw consent at any time without affecting earlier processing. To use these rights, email info@clareservice.co.uk. We reply within one month. Some rights are limited where we must keep records by law.

Complaints

If you are unhappy with how we use your information, please contact us first. You can also complain to the Information Commissioner's Office: ico.org.uk, telephone 0303 123 1113.

Security

We protect your information with encrypted connections (HTTPS), restricted staff access, protection against repeated login attempts, and regular backups. Medical documents are shared only with the partner who needs them.

Cookies

We use only cookies needed for the website to work: a session cookie, a security (CSRF) cookie and a language preference. We do not use advertising or analytics cookies. If we add any, we will ask for your consent first.

Changes to this policy

We may update this policy. The version number and effective date are shown at the bottom of this page. When we make important changes, we will tell clients with open requests.