Privacy Policy

1. Introduction

Palora ("we", "us", "our") is committed to protecting the personal data of clients, family members, and website visitors. This Privacy Policy explains what information we collect, how we use it, and the rights available to you. Palora is the data controller responsible for personal data collected through this website and through our care services in Taiwan.

If you have questions about this policy, please contact us at [email protected].

2. Data We Collect

We collect personal data in the following circumstances:

• Contact enquiries: Name, email address, telephone number, and message content when you submit a form on our website.
• Care arrangements: Names, addresses, health-related information, and care preferences of clients and their family members, collected as part of the needs assessment and care planning process.
• Website usage: IP address, browser type, pages visited, and session duration collected via analytics tools (if cookies are accepted).
• Communications: Records of phone calls, emails, and written correspondence between you and Palora.

We collect only information that is necessary for the purposes described in this policy and do not request sensitive personal data beyond what is needed for the safe delivery of care services.

3. Legal Basis for Processing

Our legal bases for processing personal data are:

• Contractual necessity: Processing required to fulfil our care service obligations.
• Legitimate interests: Operating our website, improving our services, and maintaining records of care activity.
• Consent: Where you have opted in to receive communications or non-essential cookies.
• Legal obligation: Where processing is required to comply with applicable Taiwanese law, including the Personal Data Protection Act (PDPA) of Taiwan.

4. How We Use Your Data

• To respond to enquiries and coordinate care arrangements
• To prepare and manage care plans and related documentation
• To communicate updates to family members regarding care activity
• To coordinate with healthcare providers when relevant to an active care arrangement
• To send service communications (not marketing) to active clients and families
• To analyse website usage and improve our online presence (analytics cookies only with consent)
• To fulfil legal and regulatory obligations under Taiwanese law

We do not use your personal data for automated decision-making or profiling. We do not sell or share personal data with third parties for their own marketing purposes.

5. Data Retention

We retain personal data for as long as is necessary for the purposes described in this policy:

• Website enquiries: up to 24 months from last contact
• Active care arrangement records: duration of the arrangement plus 5 years, in line with standard professional record-keeping practices in Taiwan
• Financial records: 7 years in line with Taiwan's accounting requirements

After the applicable retention period, personal data is securely deleted or anonymised.

6. Data Security

We take reasonable and appropriate measures to protect personal data from unauthorised access, disclosure, or loss. These measures include:

• Encrypted storage of electronic records
• Access controls limiting data access to team members who require it
• Secure communication channels for sharing sensitive client information
• Staff confidentiality training as part of onboarding

In the event of a data breach that is likely to affect your rights or freedoms, we will notify you and the relevant regulatory authority in accordance with our legal obligations.

7. Cookies

Our website uses cookies. Essential cookies are necessary for basic site operation and are active by default. Optional analytics and marketing cookies are only placed with your consent. For full details, please see our Cookie Policy.

8. Third-Party Services

We may use the following third-party services, each of which may process data as a processor on our behalf or as an independent controller. Links to their privacy policies are noted where available:

• Google Analytics — website usage analytics (if analytics cookies accepted)
• Google Maps — location services on our website (no personal data submitted)
• Email service providers — for transactional and communication emails

We do not share personal health data with any third party except where directly required for the delivery of care services (e.g., coordinating with a healthcare provider named by a client).

9. Your Rights Under Taiwan's PDPA

Under Taiwan's Personal Data Protection Act, you have the following rights:

• Right of inquiry and review: To request confirmation of whether we hold your data and to review it
• Right to copy: To request a copy of the personal data we hold about you
• Right to supplement or correct: To request correction of inaccurate data
• Right to delete or cease processing: To request deletion or cessation of processing where legal obligations permit
• Right to object: To object to processing where it is not in your interest

To exercise any of these rights, please contact us at [email protected]. We will respond within 30 days.

10. Children's Privacy

Our services are designed for and directed at adults aged 18 and above. We do not knowingly collect personal data from individuals under the age of 18. If you believe a minor has submitted data to us, please contact us so we can remove it promptly.

11. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will update the date at the top of this page. We encourage you to review this policy periodically. Continued use of our website or services after changes are posted constitutes acceptance of those changes.

12. Contact

For any privacy-related questions, requests, or complaints, please contact:

Palora
No. 286, Section 2, Aiguo East Road, Shilin District, Taipei 111, Taiwan
Email: [email protected]
Phone: +886 3 368 8574