Homehero Privacy Policy

Last Modified: March 26, 2020

At Homehero (the “Company”), we take your privacy seriously, and we want you to understand our privacy practices. This Privacy Policy explains how we collect, use, share, and protect your personal information. Please read this Privacy Policy to learn:

  • The scope of this policy
  • What personal information we collect
  • How we use your personal information
  • How we share your personal information
  • How we protect your personal information
  • Your choices regarding your personal information


This Privacy Policy applies only to personal information that we collect on www.homehero.com and through Homehero’s mobile application (jointly, the “Site” ). Personal information for purposes of this Privacy Policy is information that could reasonably be used to identify you individually, such as your name or e-mail address.

The Site is intended only for users who are 18 years of age or older and only for a U.S. audience. Any information you provide, including any personal information, will be transferred to and processed by a computer server located within the United States and will be processed in accordance with this Privacy Policy and U.S. law.

If you do not want us to handle your personal information as described in this Privacy Policy, please do not use the Site.

This Privacy Policy is directed to four categories of users (each defined below): Care Providers, Care Seekers, Members, and General Website Users. Care Providers are individuals who provide, or want to be engaged through Homehero to provide, care to Care Seekers. Care Seekers include individuals using, or seeking to use, Homehero for home health care services. Members include individuals, such as family members, who use the Site on behalf of Care Seekers. General Website Users are users of the Site who do not fall into any of the three categories described above. This Privacy Policy refers to all four categories of users collectively as “Users” except where the Privacy Policy applies only to a specific category of User, in which case the relevant category of User is specified.


  1. a) Information Users Give Us

We collect personal information that Users voluntarily share with us through the Site. The information Users voluntarily share with us may include the following:

  • Care Providers:
    • Contact information, including name, email address, mailing address, and mobile phone number (see Text Messaging section below)
    • Sex/gender
    • Social Security number
    • Drivers’ license number
    • Employment history
    • Educational background
    • Professional license number(s)
    • Criminal history information
    • Location information (see Location Information section, below)
  • Care Seekers:
    • Contact information, including name, email address, mailing address, and telephone number
    • Sex/gender
    • Date of birth
    • Health information, including health conditions, health background, and insurance information
    • Payment information
    • Specific inquiry information regarding services requested from Homehero
  • Members:
    • Contact information, including name, email address, mailing address, and telephone number
    • Relation to Care Seeker
    • Specific inquiry information regarding services requested from Homehero
  • General Website Users:
    • Contact information, including name, email address, and telephone number
    • Specific inquiry information
    • Location information
    • Survey responses, including your name, email address, and feedback

Please note if you submit payment card information through the Site (e.g., credit or debit card information), Homehero never receives the payment card number. The payment card number is converted into a digital token by a payment processing service provider under contract with Homehero. The Site then transmits the cardholder’s name, expiration date, and digital token to the service provider for payment processing via Transport Layer Security (TLS) encryption. At no point does the Site store payment card numbers on Homehero’s servers.


You may, at your choice, complete surveys on the Site about, for example, your level of satisfaction with the Site, requested features on the Site, and your level of satisfaction with Homehero. In some cases, we may link the information you provide in the survey with personal information you provide. When linked to personal information, your survey information becomes personal information too.

  1. b) Information We Collect Through Technology On The Site

To enhance you experience at the Site, we collect information about Users through technology. When you access and use the Site, Homehero and, in some cases, our third-party service providers, collect information about how you interact with the Site. We describe below a few of the methods we use to collect information through technology.


Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your web browser that enables the site’s or service provider’s systems to recognize your browser and capture and remember certain information. We use cookies placed by our third-party service provider (more detail below) to collect your browser information, device, identifier, and Internet Protocol (IP) address.

We do not link your personal information to device identifier information, browser information, or IP addresses. An IP address is often associated with the portal you used to enter the Internet, like your Internet service provider (ISP), company, association, or university. An IP address may reveal your ISP or geographic area, but we cannot determine your identity solely based upon your IP address.

We also use information collected by cookies to help us understand and save your preferences for future visits to the Site. For example, cookies gather information about the link from which you came to the Site, links clicked on the Site, pages visited, and length of time on a page, so that we can understand what web pages are of most interest to Users.

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off cookies by adjusting your browser settings if you like. Like most websites, if you turn your cookies off, some of the features on the Site may not function properly.

Google Analytics

We use cookies provided by Google Analytics, a third-party service provider, to assist us in better understanding our Site visitors. These cookies, as noted above, collect data tied to a user’s IP address such as the pages a user visits, the length of time a user spends on a page, and the websites a user visits before and after visiting the Site. Based on this information, Google Analytics compiles aggregate data about Site traffic and Site interactions, which we use to offer better Site experiences and tools in the future. Google Analytics does not collect any personal information. You can obtain more information about Google Analytics here:http://www.google.com/intl/en/policies/privacy/

Web Beacons

We include small graphic images or other web programming code, called web beacons (also known as “web bugs,” “pixel tags,” or “clear GIFs”), on the Site. Web beacons are small pieces of code that are embedded on the pages of websites or applications so we can detect when they have been viewed. They are used to track the online movements of web users. We also use web beacons to collect technical information on a user’s computer or app such as browser type, system language, operating system (OS) version, time zone, headers and screen resolution metrics, and IP address. In contrast to cookies, which are stored in a user’s computer hard drive, web beacons are embedded invisibly on web pages and are about the size of the period at the end of this sentence.


We include scripts on the Site. An embedded script is programming code designed to collect information about a user’s interactions with a website. Typically, the script is temporarily downloaded onto a computer from the host website’s server (or the server of a third party service provider), and is active only while the visitor is connected to the website, then deleted or deactivated thereafter. This information is not shared with third parties.

Tracking Online Activities Over Time and Across Websites

We do not track your online activities over time and across third-party websites or online services. The Site uses web beacons, for example, to help us determine what advertisers or links brought you to our Site. We then track your activities on our Site. We also use web beacons to track your visits to other websites so that third-party service providers can display Homehero advertisements to you on those other websites based on your activities while on the Site.

Your ‘Do Not Track’ Browser Setting

We support the Do Not Track (DNT) browser setting. DNT is a preference you can set in your browser’s settings to let the websites you visit know that you do not want the websites collecting your personal information.

  1. c) Information You Provide To A Third Party

The Site includes links from the Site to websites operated by third parties, and it also includes plug-ins (e.g., Facebook plug-ins) from third-party sites. Homehero does not control any third-party sites and is not responsible for any information they may collect. The information collection practices of a third-party site are governed by its privacy policy. It is your choice to enter any third-party site. You can learn about the privacy practices of those third-party sites by reading their privacy policy.

  1. d) Information Third Parties Provide About You

We may supplement the information we collect about you through the Site with records received from third parties in order to tailor our content to you, to enhance our ability to serve you, and to offer you information that we believe may be of interest to you. For example, other websites on which we have placed advertisements may tell us which ads about Homehero you clicked. This is often called “conversion tracking.”

  1. e) Information You Provide About Third Parties

You may choose to provide us personal information about another individual. For example, if you are Member using the website on behalf of a Care Seeker, you might provide us information about the Care Seeker. As another example, we provide a referral program which allows a Care Provider to provide the email address, name and/or phone number of an individual that we may invited to the platform.

This personal information will be handled by Homehero in accordance with this Privacy Policy. You are responsible for the accuracy of such information and for ensuring that those individuals are aware of the nature of the personal information you have provided and the way in which it will be handled by Homehero.


We use the information we collect to serve you and to improve your experience on the Site. Some examples include:

  • To present the Site and its contents
  • To continuously evaluate and improve the online user experience
  • To market and advertise products and services
  • To send you marketing and promotional emails, on behalf of Homehero, unless you have told us you do not want to receive such emails
  • To allow Care Seekers and/or Members to search for compatible Care Providers
  • To help Care Seekers and/or Members enroll Care Seekers in Homehero’s services
  • To help Care Seekers receive Homehero’s services from Care Providers
  • To allow Care Seekers and/or Members to submit feedback regarding Care Providers
  • To recruit Care Providers and facilitate sign up by individuals to become a Care Provider
  • To respond to general requests for information
  • To communicate regarding Homehero services
  • To communicate about special events, sweepstakes, promotions and surveys
  • To request feedback regarding the Site;
  • To conduct research and analysis;
  • To allow Users to establish and manage their accounts
  • To identify users on the Site and tailor messages and offers based on their interactions with the Site.

Location Information Of Care Providers Collected Through Mobile App

Homehero collects location information from Care Providers to help us provide quality service to Care Seekers. In particular, we may collect the precise location of your mobile device (latitude and longitude) when the Homehero app is running in the foreground or background of your mobile device. We use your location information to help us administer your contractual relationship with, for example, by connecting you with Care Seekers in your geographic area, providing you with directions to your assigned Care Seeker shortly before your shift, and confirming your location when you start and complete your shift as a Care Provider. If you choose to disable the location feature through the settings on your mobile device or browser, Homehero will not receive precise location information from your device, which will interfere with the efficient function of our business. Because of the importance of Care Providers’ location to Homehero’s success, Care Providers are required to allow Homehero to collect location information about them from thirty minutes before each shift until the end of each shift.

Mobile Phone Number Of Care Providers Collected Through The Site

We may use your mobile phone number to communicate with you via text messages, telephone calls, and push notifications. These text messages may be transmitted by an automated telephone dialing system or other automated means and may be sent by or on behalf of Homehero and/or its affiliated companies. The automated text messages will contain information concerning the administration of your prospective or existing contractual relationship with Homehero, including, for example, reminders to complete the background check process or to pay an on-boarding fee, information concerning potential assignments with Care Seekers, scheduling visits with Care Seekers, and directions to Care Seekers’ location. By providing us your mobile phone number, you agreed to receive automated text messages as described above.


We do not sell, rent, or lease your personal information to third parties other than as disclosed in this Privacy Policy. The following are some of the ways we share your information:

  • Third-Party Service Providers:We will share your personal information with third-party service providers to assist us in providing services to you. These third-party service providers are under contract with Homehero. The following are some examples of the types of third-party service providers with which we share your personal information and our purpose for sharing: If you are a Care Provider, we may also share your information with our background check vendor and our payroll vendor. If you are a Care Seeker, we may also share your information with our payroll vendor.
    • Advertising Platforms:We may disclose the fact that you visited the Site to advertising networks or to other online platforms so that they can show you Homehero advertisements on other websites and platforms.
    • Third-Party Processors:Through the Site, you transmit your payment card information to a third-party payment card processor.
    • Data Analytics:We retain third-party service providers to help us perform data analytics regarding your interactions with the Site. For example, Google Analytics may track what pages users visit on the Site and how long they stay there to determine how users use the Site.
    • Legal Advice:We may disclose your personal information to an attorney in the process of obtaining legal advice.
  • Other Home Care Providers: In the event a Care Seeker is outside of Homehero’s geographic area of operation, we may share the Care Seeker’s and/or Member’s personal information with other home care providers located near the Care Seeker to fulfill the Care Seeker’s needs in that location. These home care providers may have a financial relationship with Homehero and may pay Homehero a referral fee. We require any home care provider with a financial relationship with Homehero, by written agreement, to provide safeguards for your personal information similar to the ones that we provide.
  • Affiliates: We may share your personal information with our affiliated companies for their marketing, advertising, and customer research purposes.
  • Required Disclosures: We may be required to share personal information in a court proceeding, in response to a civil discovery request, subpoena, court order, other legal process, or as otherwise required by law.
  • Legal Compliance and Protections: We may disclose account and other personal information when we believe disclosure is necessary to comply with the law or to protect the rights, property, or safety of Homehero, our Users, or others. This includes exchanging personal information with other companies and organizations for fraud protection and credit risk reduction.
  • Corporate Transactions: We reserve the right to disclose and transfer your information, including your personal information:
    • To a subsequent owner, co-owner, or operator of the Site or successor database.
    • In connection with a consolidation, corporate merger, and the sale of substantially all of our membership interests and/or assets or other corporate change, including to any prospective purchasers.


We do not collect any information from anyone under 13 years of age. The Site, products and services are all directed to people who are at least 13 years old or older. If you are under the age of 13, you are not authorized to use the Site.


The security and confidentiality of your personal information is important to us. We have technical, administrative, and physical security measures in place to protect your personal information from unauthorized access or disclosure and improper use.

For example, we use Transport Security Layer (TSL) encryption to protect the data collection forms on our Site. In addition, only employees who need the personal information to perform a specific job (for example, a customer service representative) are granted access to personal information. Employees with access to personal information are kept up-to-date on our security and privacy practices.

Please note that we cannot guarantee the security of your personal information. Despite our reasonable efforts, no security measure is ever perfect or impenetrable.

Data Retention

We will retain your personal information until you request that we delete it as described in the “Your Choices Regarding Personal Information We Collect” section below, or after a three-year period of inactivity.


You may use the profile editing tool within the Site, or contact support@homehero.com to access, update, correct, and delete your personal information. In order to edit your profile you must first log into the Site. In order to log in, click the log in link. From there you will enter the email address that you used to register with the Site. A unique personal identification number (PIN) will then be sent to your email address. Please enter the PIN where indicated. You will then be taken to the profile editor.

You have a number of options to control or limit how we and our vendors use cookies and other data collection technologies including for advertising:

  • To prevent your data from being used by Google Analytics, you can install Google’s opt-out browser add-on.
  • To opt out of interest-based advertising, you can visit http://optout.networkadvertising.org/#!/and follow NAI’s on-screen instructions. Note that if you opt out through the NAI, you will still receive advertising, but the advertising will not be tailored to your interests. In addition, if you opt out through NAI and later delete your cookies, use a different browser, or buy a new device, you will need you opt out of interest-based advertising again.
  • To opt out of ads on Facebook or Google, Yelp, or other similar advertising platforms that are targeted to your interests, use your settings for Facebook or Google Ads or similar platforms.
  • Check your mobile device for settings that control ads based on your interactions with the applications on your device. For example, on your iOS device, enable the “Limit Ad Tracking” setting, and on your Android device, enable the “Opt out of Ads Personalization” setting.


If you have any questions about this Privacy Policy, we’ll do our best to answer them promptly. You can contact us via phone at 1-888-503-4376; or via mail at: Homehero, Attn: Homehero Legal, 707 E Market Street Unit BCD Louisville, KY 40202.


If we change this Privacy Policy, we will post those changes on this page and update the Privacy Policy modification date above. If we materially change this Privacy Policy in a way that affects how we use or disclose your personal information, we will notify you by prominently posting a notice of such changes before making them and by stating the effective date of the changes.