Privacy Policy

Introduction

Velvet Elm is committed to protecting the privacy and confidentiality of personal information entrusted to us by residents, families, and visitors. This Privacy Policy explains how we collect, use, store, and protect personal data in accordance with Thai data protection laws and our own ethical standards.

For any questions regarding this policy or our data practices, please contact us at privacy@vellveetelma or +66 44 358 271.

1. Data Collection

1.1 Information We Collect

We collect the following types of personal information:

• Contact details: name, phone number, email address, residential address
• Family member and emergency contact information
• Health information: medical history, dietary requirements, mobility needs, medication details
• Financial information: payment details for residency fees
• Preferences: cultural activities, meal choices, social engagement preferences
• Care records: daily support notes, incident reports, wellbeing observations

1.2 How Information is Collected

• Directly from residents and families during admission process
• Through contact forms on our website
• Via telephone and email communication
• Through healthcare providers with appropriate consent
• From daily care observations by our staff

1.3 Legal Basis for Processing

We process personal data based on:

• Consent: You provide explicit consent for us to process your information
• Contractual necessity: Processing required to provide residential care services
• Legitimate interests: Ensuring resident safety and quality of care
• Legal obligations: Compliance with Thai healthcare and safety regulations

2. Data Usage

2.1 How We Use Your Information

• Providing daily personal care and support services
• Coordinating with healthcare providers when necessary
• Preparing meals that accommodate dietary needs and preferences
• Planning and facilitating cultural activities and social programs
• Communicating with family members about resident wellbeing
• Processing payments and maintaining financial records
• Improving our services and care practices
• Complying with legal and regulatory requirements

2.2 Information Sharing

We may share personal information with:

• Healthcare providers: When coordinating medical care (with consent)
• Emergency services: In urgent situations affecting resident safety
• Family members: Regular updates and wellbeing information (as authorized)
• Regulatory authorities: When required by Thai law
• Service providers: Payment processors, housekeeping services (under confidentiality agreements)

We do not sell or rent personal information to third parties for marketing purposes.

2.3 Data Retention

Personal information is retained for:

• Care records: Duration of residency plus 5 years as required by Thai healthcare regulations
• Financial records: 7 years as required by Thai accounting law
• Contact form inquiries: 2 years unless consent is withdrawn earlier
• Website analytics: 12 months

3. Data Protection Measures

3.1 Security Practices

• Physical records stored in locked cabinets with restricted access
• Digital files protected with password authentication and encryption
• Staff trained in confidentiality and data protection principles
• Regular security audits and updates to protection measures
• Visitor log maintained to control facility access

3.2 Breach Notification

In the unlikely event of a data breach affecting personal information, we will notify affected individuals and relevant authorities within 72 hours as required by law, along with details of the breach and steps being taken to address it.

4. Cookies and Website

Our website uses cookies to improve user experience and understand how visitors interact with our content. Cookie types include:

• Essential cookies: Required for website functionality
• Analytics cookies: Help us understand website usage patterns
• Preference cookies: Remember your settings and choices

You can manage cookie preferences through our Cookie Policy page. Please note that disabling certain cookies may affect website functionality.

5. Your Rights

Under Thai data protection law, you have the following rights regarding your personal information:

5.1 Access Rights

You have the right to request access to personal information we hold about you, including care records and correspondence.

5.2 Rectification

You may request correction of inaccurate or incomplete personal information at any time.

5.3 Erasure

You may request deletion of personal information, subject to legal retention requirements for care and financial records.

5.4 Data Portability

You have the right to receive personal information in a structured, commonly used format for transfer to another care provider.

5.5 Objection

You may object to processing of personal information for specific purposes, though this may affect our ability to provide certain services.

5.6 Withdrawal of Consent

Where processing is based on consent, you may withdraw consent at any time. This does not affect the lawfulness of processing conducted before withdrawal.

To exercise any of these rights, please contact privacy@vellveetelma or call +66 44 358 271. We will respond to requests within 30 days.

6. Third-Party Links

Our website may contain links to external sites operated by healthcare providers, community organizations, or service partners. We are not responsible for the privacy practices of these external sites. We encourage you to review their privacy policies before providing any personal information.

7. Children's Privacy

Our services are designed for adults aged 60 and above. We do not knowingly collect information from individuals under 18 years of age. If you believe we have inadvertently collected information from a minor, please contact us immediately.

8. Changes to This Policy

We review and update this Privacy Policy periodically to reflect changes in our practices or legal requirements. Any material changes will be communicated to residents and families through written notice. The "Last Updated" date at the top of this page indicates when the policy was most recently revised. Continued use of our services after policy changes constitutes acceptance of the updated terms.

9. Contact Information

For questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact:

10. Supervisory Authority

If you believe your privacy rights have been violated or wish to lodge a complaint regarding our data practices, you have the right to contact the Thai Personal Data Protection Committee (PDPC) or relevant supervisory authority in Thailand.