CareSentinel is trusted with information that matters — incident records, compliance documents, hazardous substance data, and resident and staff information. SentinelHQ Limited takes that responsibility seriously. This page sets out exactly how we protect your data.

1 Your data, your control

CareSentinel uses a multi-tenant architecture — many organisations use the same platform, but your organisation's data is completely isolated from every other organisation's data, enforced at the database level via Row-Level Security (RLS).

2 Where your data lives

Your data does not leave the UK / EU during normal operation. All providers are enterprise-grade with their own SOC 2 and ISO 27001 certifications.

3 How we protect it

4 Who has access

CareSentinel uses role-based access control. Admins manage all records and users. Care leads / Operations leads have module-level access. Staff / Viewers have read-only or limited access.

SentinelHQ Limited staff do not access your data as part of normal operations. Access is only granted with your explicit permission (e.g. to debug a specific issue) and all such access is logged.

5 AI and your data

• AI requests are processed by Anthropic under contract. Anthropic does not train models on your data.
• No human at Anthropic reads your data as part of routine processing.
• Voice transcripts are processed in real time by your browser via the Web Speech API — audio is not sent to our servers or stored.
• Document and SDS uploads are sent to Anthropic for processing; the response is returned to your database. Nothing is shared externally.
• AI conversations are processed in real time, not retained for AI training purposes.

6 Compliance and certifications

• UK GDPR and the Data Protection Act 2018
• ICO registration: ZC175485

7 Incident response

If SentinelHQ Limited identifies a security incident affecting your data, we will:

1. Notify you within 72 hours of confirming the incident, in line with UK GDPR requirements.
2. Provide a clear summary of what happened, what data was involved, and what actions we've taken.
3. Notify the ICO within 72 hours where required by law.
4. Support you with any onward notifications to residents, staff, or regulators if needed.

8 Reporting a security concern

If you believe you've found a security vulnerability in CareSentinel, email hello@sentinelhq.co.uk. We commit to acknowledging your report within one working day and investigating promptly. We do not take legal action against good-faith security researchers who follow responsible disclosure.

9 Questions

1 Acceptance of Terms

By accessing or using CareSentinel (“the Service”), you agree to be bound by these Terms of Service (“Terms”) and our Privacy Policy. If you are using the Service on behalf of an organisation, you represent that you have authority to bind that organisation to these Terms.

2 Description of Service

CareSentinel is a health and safety compliance management platform provided by SentinelHQ Limited, registered in England & Wales (Company No. 17242389). It provides tools to help care homes and similar organisations manage incidents, training, inspections, documents, assets, and compliance records on a software-as-a-service (SaaS) basis.

SentinelHQ Limited reserves the right to modify, suspend, or discontinue features of the Service at any time, with reasonable notice.

3 User Accounts and Responsibilities

You are responsible for keeping your login credentials secure and confidential, all activity that occurs under your account, ensuring all invited users comply with these Terms, and notifying us promptly at hello@sentinelhq.co.uk if you suspect unauthorised access. You must be at least 18 years old to create an account. Credentials must not be shared — each user must have their own account.

4 Subscription and Payment

• Subscriptions are billed in advance on a monthly or annual basis.
• Fees are non-refundable except where required by applicable law.
• Failure to pay may result in suspension or termination of your account.
• Prices are not subject to VAT (SentinelHQ Limited is not currently VAT registered).

5 Acceptable Use Policy

You agree not to use the Service to upload false, misleading, or fraudulent records; attempt unauthorised access to any other organisation's data; reverse engineer or extract the source code; use the Service unlawfully; transmit malware; scrape or systematically extract data; or place an unreasonable load on our infrastructure. SentinelHQ Limited reserves the right to suspend accounts that violate this policy without prior notice.

6 Data Ownership

SentinelHQ Limited does not use your organisation's operational data to train AI models, sell to third parties, or for any purpose other than delivering the Service. Upon termination, you may export your data within the 30-day retention window; after that period, data is permanently deleted.

7 Intellectual Property

The CareSentinel platform, including its software, design, features, and documentation, is owned by SentinelHQ Limited and protected by copyright, trademark, and other intellectual property laws. Your subscription grants you a limited, non-exclusive, non-transferable licence to use the Service. You retain all rights to content and records you create within the Service.

8 Limitation of Liability

To the maximum extent permitted by law: SentinelHQ Limited is not liable for any indirect, incidental, special, or consequential loss; our total liability in any 12-month period shall not exceed the subscription fees you paid in that period; and we make no warranty that the Service will be error-free or uninterrupted. Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded by law.

9 Termination

By you: Cancel your subscription at any time via account settings or by contacting us. Access continues until the end of the current billing period.

By us: SentinelHQ Limited may terminate or suspend your account immediately if you materially breach these Terms or fail to pay. We will give at least 30 days' notice of service discontinuation except in cases of breach. On termination, we retain your data for 30 days to allow export, then permanently delete it.

10 Governing Law

These Terms are governed by the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11 Changes to These Terms

SentinelHQ Limited may update these Terms at any time. We will notify you by email or in-app notice at least 14 days before material changes take effect. Continued use after the effective date constitutes acceptance.

12 Contact Us

1 Parties

This DPA forms part of, and is incorporated into, the Terms of Service between the parties. In the event of a conflict, this DPA takes precedence with respect to data protection matters.

2 Subject Matter and Duration

This DPA governs the processing of personal data by SentinelHQ Limited on behalf of the Organisation for the purpose of providing the CareSentinel health and safety compliance management service. It is effective from the date the Organisation first uses the Service and remains in force until termination of the subscription or deletion of all personal data, whichever is earlier.

3 Nature and Purpose of Processing

SentinelHQ Limited processes personal data on behalf of the Organisation to: store and retrieve health and safety records entered by the Organisation's staff; send automated compliance alerts and notifications; provide audit trails and activity logs for regulatory purposes; and generate compliance reports on behalf of the Organisation. We process personal data only on the Organisation's documented instructions and do not process data for our own purposes.

4 Categories of Personal Data

• Identity data: staff full names.
• Contact data: staff email addresses.
• Employment data: job titles, departments, roles within the organisation.
• Training records: course names, completion dates, expiry dates, training status.
• Incident data: incident descriptions, dates, locations, persons involved, injury details, investigation notes, RIDDOR reportable information.
• DBS / safeguarding data: DBS check status, issue dates, expiry dates (where entered by the organisation).
• Activity log data: user actions and timestamps for audit trail purposes.

5 Categories of Data Subjects

• Organisation staff, employees, and volunteers.
• Residents and service users, where their details appear in incident or safeguarding records.
• Third-party contractors, where their details appear in maintenance or inspection records.

6 Processor Obligations

SentinelHQ Limited agrees to: process personal data only on the Organisation's documented instructions; ensure all personnel with access to personal data are subject to confidentiality obligations; implement the technical and organisational security measures described in Section 9; not engage sub-processors without prior authorisation (see Section 7); assist the Organisation in responding to data subject rights requests under UK GDPR Articles 15–22; notify the Organisation without undue delay upon becoming aware of a personal data breach; and at the Organisation's choice, delete or return all personal data on termination.

7 Sub-Processors

The Organisation provides general authorisation for SentinelHQ Limited to engage the following sub-processors:

SentinelHQ Limited will notify the Organisation of any intended changes to sub-processors by updating this DPA. The Organisation may object within 30 days; if no objection is received, the change is deemed accepted.

8 Data Subject Rights Assistance

SentinelHQ Limited will provide reasonable technical assistance to help the Organisation respond to data subject requests, including data export functionality, deletion of individual user records on instruction, and provision of audit logs. The Organisation, as Data Controller, remains responsible for handling all data subject requests in accordance with UK GDPR.

9 Security Measures

• Encryption at rest: AES-256 via Supabase.
• Encryption in transit: TLS 1.2 or higher (HTTPS).
• Access controls: row-level security (RLS) policies ensuring strict data isolation between organisations.
• Authentication: secure password hashing via bcrypt; strong password policies supported.
• Role-based access: admin, care lead, operations lead, reviewer, viewer roles.
• Audit logging: all material changes logged with user identity and timestamp.
• Backup: automatic daily backups with point-in-time recovery maintained by Supabase.
• Vulnerability management: dependencies monitored and updated regularly.

10 Data Breach Notification

In the event of a personal data breach affecting the Organisation's data, SentinelHQ Limited will notify the Organisation within 72 hours of becoming aware, provide details of the nature of the breach and categories of data subjects affected, and describe measures taken to address the breach. The Organisation remains responsible for notifying the ICO and affected data subjects under UK GDPR Articles 33 and 34.

11 Data Deletion on Termination

• Data remains accessible for 30 days after termination to allow export.
• After 30 days, all personal data is permanently and irreversibly deleted from production systems.
• Backup copies may persist for up to 90 days before being purged.
• SentinelHQ Limited will provide written confirmation of deletion upon request.

12 Audit Rights

The Organisation may, with at least 30 days' written notice and no more than once per calendar year, request an audit of SentinelHQ Limited's data processing activities. We may satisfy audit requests by providing up-to-date certifications or third-party audit reports, responding to written questionnaires, or facilitating an on-site audit at a mutually agreed time (costs borne by the Organisation).

13 International Transfers

All sub-processors used by SentinelHQ Limited operate within the UK or EU. Personal data processed under this DPA does not leave the UK or EEA during normal operation. In the event that any future sub-processor operates outside these regions, SentinelHQ Limited will notify the Organisation and ensure appropriate safeguards are in place before any transfer occurs.

14 Governing Law

This DPA is governed by the laws of England and Wales. Disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.