Last updated: 1 September 2026
CARELIA arranges non-medical care between families and professional caregivers. To do that safely we need to process personal information, including some information about health and care needs. We handle this information in line with Law N° 058/2021 of 13/10/2021 relating to the protection of personal data and privacy in Rwanda.
Information we collect
- Contact details of the person requesting care: name, phone number, email and preferred contact method.
- Information about the person receiving care: name, age, gender, location and the care needs you describe.
- Care records created during service: assessments, schedules, attendance, care notes and incident reports.
- For caregivers: identity, qualifications, references, background checks, availability and payout details.
- Payment information such as invoice amounts, payment method and mobile money reference numbers. We do not store card numbers.
- Technical information such as log-in times and IP addresses, kept for security and audit purposes.
How we use it
- To assess care needs, match caregivers and schedule care.
- To send confirmations, updates and invoices by WhatsApp, SMS or email.
- To verify caregivers and keep families safe.
- To process payments and caregiver payouts.
- To respond to incidents, complaints and legal obligations.
- To improve our service using aggregated, non-identifying statistics.
Who can see your information
Access is limited to people who need it: your care coordinator, CARELIA administrators, and the caregiver assigned to your care, who sees only what is needed to provide it. Caregiver verification documents are never shared with families or the public. Every access to sensitive records is logged.
We use trusted service providers for messaging (including WhatsApp Business), payments and secure hosting. They may only process information on our instructions.
How long we keep it
We keep care and financial records for as long as needed to provide the service and to meet legal and accounting requirements. When information is no longer needed, we delete or anonymise it.
Your rights
You can ask to access, correct or delete your personal information, object to certain uses, and withdraw consent to WhatsApp messages at any time by replying STOP. Some records may need to be retained where the law requires.
Security
Information is encrypted in transit, access is role-based, passwords are stored using strong hashing, and staff accounts can use two-step verification. Backups are encrypted and restoration is tested.
Contact
For privacy questions or requests, email care@carelia.rw or write to CARELIA, KG 7 Ave, Kacyiru, Kigali.