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Data Protection & Privacy

Privacy Policy

How NexEase collects, uses and protects personal information when you visit our website or use our platform.

Last updated 2 October 2026

1. Introduction

This Privacy Policy explains how NexEase ("we", "us", "our") collects, uses, shares and protects personal information when you visit our website, register for an account, or use the NexEase platform. It also explains your rights under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Please read it together with our Terms & Conditions and Cookie Policy.

2. Who We Are

NexEase provides a cloud-based maintenance and compliance record-keeping platform for care home operators. You can contact us about privacy matters using the details in the Contact Us section below.

3. Our Role: Controller and Processor

We act as data controller for information we collect to run our own business, such as website enquiries, account registration details, billing information and support communications. When our customers (care home organisations) enter information into the platform, such as staff details, maintenance records and inspection logs, the customer is the data controller and we act as their data processor, processing that information only on the customer's instructions to provide the service. If your information has been added to the platform by a care home organisation, please contact that organisation first about how it uses your data.

4. Information We Collect

Depending on how you interact with us, we may collect:

  • Account and contact details – name, work email address, phone number, job role and the name of your organisation.
  • Organisation details – company name, care home names and locations, and subscription plan.
  • Login and security information – password (stored in hashed form, never in plain text), login activity and the record of your agreement to our Terms & Conditions.
  • Billing information – billing address, subscription and payment history, and limited card details (card type, last four digits and expiry date) provided by our payment provider. Full card numbers are never stored by NexEase.
  • Platform content – maintenance work orders, inspection and safety logs, asset records, photos and notes that your organisation's users enter.
  • Communications – messages you send through our contact or demo-request forms, and support correspondence.
  • Technical information – IP address, browser and device type, and pages visited, collected through server logs and cookies.

5. How We Use Your Information

We use personal information to:

  • create and manage your account and provide the platform;
  • process subscriptions, free trials, add-ons and payments;
  • send service messages, such as account activation, trial reminders, billing notices and security alerts;
  • respond to enquiries, demo requests and support requests;
  • keep the platform secure, prevent fraud and misuse, and fix problems;
  • improve and develop our services; and
  • meet our legal, tax and accounting obligations.

We do not sell personal information, and we do not use customer platform content for advertising.

6. Lawful Basis for Processing

Where we act as controller, we rely on the following lawful bases under the UK GDPR:

  • Contract – to provide the service you have subscribed to and manage your account and billing.
  • Legitimate interests – to respond to enquiries, secure and improve our services, and prevent fraud, where these interests are not overridden by your rights.
  • Legal obligation – to keep financial records and comply with the law.
  • Consent – for optional cookies and marketing, where required. You can withdraw consent at any time.

7. Payments

Payments are processed by our payment provider, Stripe. Card details are entered directly on Stripe's secure pages and are handled by Stripe under its own privacy policy. We receive only the information needed to manage your subscription, such as payment status and limited card details for identification.

8. Who We Share Information With

We share personal information only where necessary, with:

  • Service providers who help us run the service, such as hosting, email delivery and payment processing providers, under contracts that require them to protect the data and use it only on our instructions;
  • Professional advisers, such as accountants and lawyers, where needed;
  • Authorities, where we are required to by law or to protect our rights, users or others; and
  • A buyer or successor, if our business is sold or reorganised, subject to equivalent protections.

9. International Transfers

Some of our service providers may process data outside the UK. Where this happens, we make sure appropriate safeguards are in place, such as a UK adequacy decision or the UK International Data Transfer Agreement or Addendum, so that your information remains protected.

10. Data Security

We use appropriate technical and organisational measures to protect personal information, including encrypted connections (HTTPS), hashed passwords, role-based access controls, and separation of each customer's data from other customers' data. No method of transmission or storage is completely secure, but we work to protect your information and will notify you and the relevant authorities of a personal data breach where the law requires.

11. Data Retention

We keep personal information only for as long as necessary for the purposes described in this policy. Account and platform data is kept while your subscription is active. After a subscription ends, we delete or anonymise customer data within a reasonable period, unless we need to keep it longer for legal reasons. Billing and financial records are kept for as long as required by UK tax and accounting law (normally six years). Enquiries that do not lead to an account are deleted when no longer needed.

12. Your Rights

Under UK data protection law you have the right to:

  • access the personal information we hold about you;
  • have inaccurate information corrected;
  • have your information deleted, in certain circumstances;
  • restrict or object to our processing, in certain circumstances;
  • receive your information in a portable format; and
  • withdraw consent at any time, where we rely on consent.

To exercise any of these rights, contact us using the details below. We will respond within one month, as required by law. If your information was added to the platform by a care home organisation, we will refer your request to that organisation or assist it in responding.

13. Cookies

We use cookies that are necessary for the website and platform to work, such as keeping you signed in and protecting forms against misuse. For details of the cookies we use and how to manage them, please see our Cookie Policy.

14. Marketing Communications

We will only send you marketing messages where the law allows, and you can unsubscribe at any time using the link in the message or by contacting us. Service messages about your account, billing and security are not marketing and will still be sent while you have an account.

15. Children

Our website and platform are intended for businesses and are not directed at children. We do not knowingly collect personal information from children through our website.

16. Changes to This Policy

We may update this Privacy Policy from time to time. The date at the top of this page shows when it was last updated. Where changes are significant, we will let account holders know by email or through the platform.

17. Complaints

If you have concerns about how we handle your personal information, please contact us first so we can try to resolve them. You also have the right to complain to the Information Commissioner's Office (ICO), the UK data protection regulator, at ico.org.uk.

18. Contact Us

For any questions about this Privacy Policy or to exercise your rights, please contact us:
Email: info@nexease.co.uk
Phone: +44 7972 885269 / +44 20 3411 2577
Address: Suite 3, 2nd Floor, 760 Eastern Avenue, Newbury Park, Ilford, United Kingdom, IG2 7HU