Privacy Policy

Last updated: April 2026 · Effective Date: 30 April 2026

1. Overview and Acceptance

CareHive Pte Ltd (“CareHive,” “we,” “our,” “us”) takes the privacy of our users seriously. The platform exists to help families and care professionals look after seniors, and that mission depends on the trust those families place in us when they share information about the people they care for. This Privacy Policy sets out, in plain language where we can, how we handle that information.

CareHive operates an AI-powered eldercare platform comprising four products that work together:

• HiveLink — our family care coordination platform, used by families to share caregiving responsibilities and stay aligned on the wellbeing of a senior loved one.
• HiveOS — the operating system used by Active Ageing Centres to manage day-to-day senior engagement, attendance, and care delivery.
• HiveVoice — our AI-powered voice assistant designed for seniors and the people who care for them.
• HiveStory — the senior engagement platform that connects users through shared content and meaningful activity.

This Privacy Policy explains how we collect, use, disclose, and safeguard personal data, in accordance with the Singapore Personal Data Protection Act 2012 (PDPA) and the data protection standards expected of an organisation handling health-related information. By accessing or using our services — or by authorising a representative to do so on your behalf — you acknowledge that you have read this Privacy Policy and understand the practices it describes.

2. Scope of This Policy

This policy applies to every interaction with CareHive services, regardless of the channel through which that interaction occurs. Specifically, it covers:

• Mobile applications — the CareHive iOS and Android applications distributed through the Apple App Store and Google Play.
• Web platforms — the public website at carehive.ai, the user-facing web portal, and any associated administrative consoles.
• APIs and backend systems — the application programming interfaces and supporting backend infrastructure that the CareHive applications rely on.
• Integrated devices and applications — third-party wearables, health applications, and devices that exchange data with CareHive subject to user consent.

Where a CareHive service is provided to an organisation (for example, an Active Ageing Centre) rather than to an individual directly, this policy applies in addition to any data processing arrangements agreed with that organisation. In the event of a conflict, the more protective standard applies.

3. Information We Collect

To provide our services effectively, we collect several categories of data. Some is provided to us directly by users; some is generated automatically as the system operates; and some is provided on a senior’s behalf by an Authorised Representative — a family member, legally appointed guardian, or designated caregiver acting for a user who cannot manage the account themselves. The categories below describe what we actually collect today, not what we might one day collect.

3.1 Personal Data (Personally Identifiable Information)

This is the standard contact and identity information needed to operate an account and reach the right person at the right moment. It includes:

• Name — the user’s name and, where relevant, the names of their authorised caregivers and family members.
• Phone number — used for account verification and for time-sensitive notifications such as SOS alerts.
• Email address — used for account communications, password recovery, and non-urgent notifications.
• Emergency contact details — the contact information for individuals nominated by the user to be reached in an emergency.

3.2 Health-Related and Sensitive Data

Because CareHive is an eldercare platform, we necessarily process information about users’ health and care routines. We treat this category as sensitive personal data and apply the strictest controls in our environment to it. The data we collect includes:

• Medication schedules — the medications the user takes, the dosages, and the times at which reminders should be issued.
• Alert histories — records of missed medication events, triggered SOS alerts, and other care-relevant events.
• Caregiver notes — observations and notes recorded by family members, care professionals, or Active Ageing Centre staff.
• Health indicators — data such as weight trends, activity levels, and other measurements either entered manually or imported from connected devices.

This data is processed strictly for the purposes of care coordination and the delivery of platform features. It is not used for marketing, advertising, or any purpose unconnected with the user’s care, and it is not shared outside the controls described in Section 6.

3.3 Device and Technical Data

When you use CareHive applications, we automatically collect technical information that helps us keep the service secure, performant, and free from misuse. This includes:

• Device identifiers — anonymised identifiers that distinguish one installation from another for diagnostic and security purposes.
• Push notification tokens — used by the operating system to deliver alerts and reminders to the correct device.
• Application usage data — information about which features are used and how the application is performing in real-world conditions.
• Logs and system activity — technical event logs that support security monitoring, error diagnosis, and incident investigation.

3.4 Data from External Sources and Integrations

With the explicit consent of the user or their Authorised Representative, CareHive may integrate data from external health platforms and connected devices, including Apple Health (HealthKit), Android Health Connect, and compatible third-party applications and wearables such as Zepp Life. This integration is opt-in: data is not pulled from these sources unless consent has been given, and consent can be withdrawn at any time through the application settings.

Disclaimer regarding third-party sources: CareHive is not responsible for the privacy practices, security controls, or terms of service of these external platforms. Once data is imported into the CareHive ecosystem, it is governed by this Privacy Policy; however, we assume no liability for how the third-party providers themselves collect, store, or transmit your data prior to that integration. Users are encouraged to review the privacy policies of any third-party service they connect to CareHive.

3.5 Children’s and Vulnerable Persons’ Data

CareHive is designed for use by adult users and by adults acting on behalf of senior or vulnerable individuals. The platform is not directed at children under the age of 13, and we do not knowingly collect personal data from children in that age range. Where data relating to a vulnerable adult is processed by an Authorised Representative on that adult’s behalf, the protections in this policy apply in full, and the Representative undertakes to act only within the scope of their lawful authority. If we become aware that data has been provided in violation of this position, we will delete it promptly.

4. Purpose of Data Collection

We collect and process personal and sensitive data only for purposes that are necessary to operate the platform, deliver the service, and meet our legal obligations. The authorised purposes are:

• Service delivery — providing medication reminders, adherence tracking, SOS alerts, caregiver notes, and the day-to-day care coordination features that define the CareHive experience.
• Communication — sending critical notifications, system updates, and the messages that allow caregivers and family members to coordinate around a senior’s wellbeing.
• Platform enhancement — generating anonymised insights about how the platform is used, monitoring AI models such as HiveVoice for bias, and improving overall system performance and reliability.
• Security and compliance — monitoring against unauthorised access, ensuring system integrity, investigating incidents, and meeting our legal and regulatory obligations under PDPA and other applicable law.

Where we wish to use personal data for a purpose not listed here, we will obtain fresh consent before doing so. Existing data will not be silently repurposed.

5. Consent and Authorised Representatives

Consent is the legal basis on which most processing under this policy proceeds. Consent is obtained explicitly during the onboarding process, and the system records the consent given so that it can be evidenced if required. Users, or their legally Authorised Representatives, retain the right to withdraw consent for processing at any time, subject to the constraint that withdrawal may render certain platform features unusable. Where withdrawal occurs, we cease processing under that consent within a reasonable operational timeframe.

5.1 Authorised Representatives

Many of the seniors who benefit from CareHive cannot operate the platform themselves, whether because of cognitive decline, physical limitation, or a preference to have family members manage their care logistics. In these cases, an Authorised Representative may provide consent and act on the senior’s behalf. An Authorised Representative may be:

• A legally appointed guardian or holder of a Lasting Power of Attorney — acting under the formal authority granted to them by Singapore law.
• An immediate family member — acting in the practical role of primary caregiver for a senior who has agreed to this arrangement.
• A designated caregiver — formally nominated by the user, or by an Active Ageing Centre, to manage the user’s account.

CareHive reserves the right to request verification of the legal basis on which an Authorised Representative is acting, particularly where data subject rights are being exercised on behalf of the senior. Where verification is not provided in response to a reasonable request, we may suspend processing until the position is clarified.

5.2 Governing Privacy Principles

Two principles run through every consent decision and every feature design at CareHive:

• Data Minimisation — we collect, process, and retain only the data necessary for the purposes described in Section 4. If a feature can be delivered with less data, it is.
• Privacy by Design — privacy considerations are built into product and architectural decisions from the outset, not bolted on afterwards. Any new feature touching personal data is reviewed for privacy impact before engineering work begins.

6. Information Sharing, Disclosure, and Business Transfers

CareHive does not sell personal data. We have no commercial arrangement under which user data is transferred to third parties for advertising, marketing, or any purpose unrelated to the operation of the service, and we do not intend to enter into any such arrangement. The circumstances in which data may be disclosed are limited to those listed below, and each is subject to controls appropriate to the sensitivity of the data involved.

• Authorised caregivers and family members — data is shared with the family members and caregivers who have been explicitly authorised within the platform by the user or their Authorised Representative. The user retains the ability to revoke this authorisation at any time.
• Service providers and sub-processors — we engage trusted third-party service providers, including cloud hosting providers such as Amazon Web Services, who process data on our behalf under written Data Processing Agreements. These agreements bind the provider to confidentiality, security, and PDPA-equivalent protection obligations. A current list of material sub-processors is maintained in Section 7.
• Legal and regulatory disclosures — we may disclose data when required by subpoena, court order, lawful regulatory request, or to cooperate with law enforcement agencies acting under valid authority. Where the law permits, we will notify the affected user before making such a disclosure.
• Business transfers — in the event of a merger, acquisition, reorganisation, insolvency, or sale of all or part of our assets, user personal data may be transferred to the acquiring entity as part of the transaction. In such a case, the receiving entity will be bound by terms no less protective than those in this Privacy Policy, and material users will be notified of the transfer.

7. Data Storage, Residency, and Sub-processors

All personal data collected through CareHive is hosted on Amazon Web Services infrastructure within the Singapore region (ap-southeast-1). Keeping primary processing within Singapore aligns the platform with the regulatory expectations of our user base and supports the latency and reliability characteristics expected of a service used in daily care coordination.

Cross-border data transfers occur only where they are necessary to operate specific aspects of the service, and where they do, they are conducted in compliance with the transfer limitation obligations under the PDPA. Each transfer is governed by contractual safeguards binding the recipient to a standard of protection equivalent to that required under Singapore law.

7.1 Material Sub-processors

CareHive engages the following material sub-processors as of the effective date of this policy. The list is reviewed at each governance cycle and updated when sub-processors are added or removed:

Where a new material sub-processor is engaged, the change is reflected in the next published version of this policy. Users who object to a specific sub-processor may contact our Data Protection Officer to discuss the implications for their continued use of the service.

8. Data Security Measures

CareHive implements technical and organisational measures designed to protect data against unauthorised access, accidental loss, and unlawful alteration. The measures below are those currently in production; the broader security control framework, including controls scheduled for future release, is documented in our internal Governance & Compliance Framework.

• Encryption at rest and in transit — personal data stored in PostgreSQL RDS is encrypted using AES-256, and all communication between clients, services, and external integrations is encrypted using TLS 1.2 or higher.
• Role-Based Access Control (RBAC) — access to systems holding personal data is granted on a role basis aligned with job function, on a need-to-know principle, and is reviewed periodically to remove access that is no longer required.
• Multi-Factor Authentication (MFA) — enforced for all privileged accounts, including those with access to production data, with no exception path that allows a privileged account to operate without it.
• Logging and continuous monitoring — application and infrastructure events are logged centrally, retained for the period defined in our operational policy, and monitored for patterns indicative of compromise or misuse.
• Periodic security review and assessment — including code review for security-relevant changes and periodic vulnerability assessment of internet-facing surfaces.

No security control framework, however well-designed, can eliminate risk entirely. We commit to maintaining a posture proportionate to the sensitivity of the data we hold, to investigating incidents thoroughly when they occur, and to communicating transparently with affected users in line with Section 12.

9. Data Retention

CareHive retains personal data only for as long as necessary to fulfil the purposes set out in this policy, to meet our legal and regulatory obligations, or to resolve disputes that may have arisen from the use of the service. Retention is not indefinite, and data is deleted or anonymised at the end of its retention period unless a specific legal basis requires its continued storage. The retention periods we apply are:

• Active accounts — personal and health data is retained for the duration the user maintains an active CareHive account, with archival of inactive content where appropriate.
• Post-termination retention — upon account deletion, routine transactional data and application logs are retained for a period of up to seven (7) years to support compliance with Singapore financial, legal, and dispute-resolution requirements. Sensitive health data not required for these purposes is deleted on a shorter timeline.
• Legal hold — where data is the subject of a regulatory investigation, litigation, or other legal hold, retention is extended for the duration of the hold regardless of the periods above.

Users who wish to understand the specific retention period applied to their data may request that information through the Data Subject Access Request process described in Section 13.

10. Cookies and Tracking Technologies

Our web platforms use cookies and similar technologies to support essential functionality, to remember user preferences, and to understand how the platform is used so that we can improve it. We distinguish between strictly necessary cookies, which are required for the service to function and cannot be disabled without breaking core features, and analytical or preference cookies, which can be managed through browser settings and through the cookie banner presented on first visit. For full details, refer to the Cookie Policy.

11. AI and Automated Processing

AI is part of how CareHive delivers value, particularly through HiveVoice and the trend-detection features that surface patterns in a senior’s wellbeing data. Our position on automated processing is straightforward: AI within CareHive is a decision-support tool, not a decision-maker. The principles that govern our use of AI are:

• Human oversight — AI outputs that could influence care decisions are surfaced to a human caregiver, family member, or care professional rather than triggering autonomous action.
• No critical automated decisions — we do not employ AI to make decisions that produce legal effects or similarly significant effects on users without human review.
• Bias monitoring — we monitor our AI models, particularly the dialect coverage of HiveVoice, for performance disparities that could result in unequal service to different users.
• Right to human review — users who believe an AI-generated insight, alert, or recommendation has been applied incorrectly to them may request human review through the contact channels in Section 15.

12. Data Breach Notification

Despite our security measures, no system is immune from compromise. In the event of a data breach that meets the notification threshold under the PDPA — namely, a breach that results in significant harm to affected individuals or that affects 500 or more individuals — CareHive will:

• Notify the PDPC — within 72 hours of establishing that the breach meets the notification threshold, in accordance with the statutory timeline.
• Notify affected users — without undue delay where the breach is likely to result in significant harm, providing information about the nature of the breach, the data involved, and the steps users can take to protect themselves.
• Take immediate mitigation action — to contain the breach, eradicate the underlying cause, restore affected services, and prevent recurrence.
• Document the incident — in accordance with our Incident Response Plan, including a post-incident review and any lessons-learned actions arising from it.

Breaches that do not meet the statutory notification threshold are nonetheless investigated, documented, and reviewed internally as part of our security operations process.

13. User Rights and Data Subject Access Requests

Under the PDPA and the principles reflected in this policy, users — and Authorised Representatives acting on their behalf — have specific rights over the personal data CareHive holds about them. We are committed to honouring these rights without obstruction and within the response timelines set out below.

• Right of access — users may request a copy of the personal data we hold about them, together with information about how it is used and with whom it has been shared.
• Right of correction — users may request that inaccurate or incomplete data be corrected, and we will make the correction or explain why we are unable to.
• Right to withdraw consent — users may withdraw consent for processing at any time, with the practical consequences described in Section 5.
• Right to request deletion — users may request that their personal data be deleted, subject to the retention obligations described in Section 9.
• Right to lodge a complaint — users who believe their data has been mishandled may complain directly to the PDPC, and we will cooperate fully with any resulting inquiry.

13.1 How to Submit a Request

To exercise any of the rights above, users may contact our Data Protection Officer using the channels in Section 15. We will acknowledge receipt of every request within five (5) business days, and will respond substantively within thirty (30) days. Where a request is complex or where additional verification is required, the response window may be extended by up to a further thirty (30) days, and the requester will be informed of the extension and the reason for it. Verification of identity is a precondition to fulfilling any request, in order to protect users against impersonation and unauthorised disclosure.

14. Updates to This Policy

This Privacy Policy is reviewed at least annually and is also revisited whenever a material change to our processing activities, technical architecture, or applicable law makes it necessary. Material changes — those that affect the rights of users or expand the scope of data we process — are communicated to users directly through in-app notice or email before they take effect, with sufficient lead time for users to consider their position. Non-material changes, such as clarifications and minor wording corrections, are reflected in the published version without separate notice.

15. Contact Information

Questions about this Privacy Policy, requests to exercise any of the rights described in Section 13, or concerns about how CareHive has handled personal data should be directed to our Data Protection Officer using the contact details below.

For general enquiries unrelated to data protection, please contact hello@carehive.ai. See also our Terms of Service and Cookie Policy.