Privacy Policy

What we collect

We only collect what we need to reply to you and to decide whether we can care for your family member. Depending on how you contact us, that includes:

• Enquiry form. Your name, phone number, email address, and whatever you write in the message box. Many families describe their relative’s condition (for example “my father had a stroke three weeks ago”) — we treat those details as health information (see below).
• WhatsApp and phone. Your number, the conversation, and any voice notes or photos you send us (for example a hospital discharge summary).
• Facebook and Messenger. Messages you send to the Naman Care Home page, and the profile name your message arrives with. See the section below on how we handle Messenger conversations specifically.
• Website analytics. Standard, aggregate visit data from Google Analytics 4 and Google Search Console — which pages are being read, from what country, on what type of device. This is not tied to your name or contact details.

Facebook and Messenger, specifically

When you send a message to the Naman Care Home Facebook page, that message is retrieved into our internal enquiry system (NamanERP), where it sits alongside your website form submissions and WhatsApp conversations so that we can see the full picture before we reply.

A member of staff reads your message and drafts a reply. Nothing is sent to you until that reply has been read and approved by a person on our team. We do not run automated auto-responders that send clinical or admission answers to families.

We store the conversation so that when you follow up a week later, the next nurse reading the thread knows what you already asked and does not make you repeat yourself.

Health information about your family member

Enquiries about care nearly always include something about the person’s condition — stroke, dementia, a recent fall, an oxygen requirement, and so on. We treat that as confidential health information. It is used to reply to your enquiry and to assess whether Naman is a clinically suitable place for the person you are asking about.

It is shared only with the clinical and admissions staff who need to see it to give you an honest answer. It is not published anywhere. It is not used for marketing. If your enquiry does not lead to an admission, the record is closed and retained for the window described below, and then deleted.

How long we keep it

Enquiry records — website form, WhatsApp, Messenger, Facebook, phone call notes — are kept for 24 months from your last contact with us. We chose 24 months because families often revisit a decision months later (a hospital stay is deferred, a condition worsens), and the earlier conversation being on hand means we do not restart the questions from scratch.

If your enquiry becomes an admission, the record moves into the resident’s clinical file and is retained under separate medical-record rules for as long as required by Nepali health-records practice.

Website analytics are retained in Google Analytics 4 for 14 months, which is the shortest retention Google offers.

Who else sees it

We do not sell your information. We do not share it with any third party for their marketing. The only outside parties that touch it are the services we use to run the business:

• Meta — Facebook and Messenger conversations pass through Meta’s platform before we fetch them into NamanERP.
• Google — Analytics 4 and Search Console for aggregate website analytics; Google Business Profile hosts our public reviews.
• Microsoft 365 — hosts our staff email (info@namancarehome.com).
• Supabase — the database this website writes to, hosted in Mumbai (ap-south-1).
• Vercel — hosts this website itself.

Each of these operates under its own privacy terms. We have chosen them because they are large, mainstream providers with published privacy practices.

Your rights — copy or delete your data

You can ask us for a copy of the information we hold about you or your enquiry, and you can ask us to delete it. Write to info@namancarehome.com or call 9851198668. So we can find the right record without deleting the wrong family’s enquiry, please include the name and phone number you originally contacted us with, and roughly when.

We aim to action verified deletion requests within 30 days. If the record is already inside a resident’s medical file, we will explain what parts of it we are required to keep under Nepali health-records practice, and delete the rest.

For a Messenger-only conversation, see the separate data deletion page — the process is the same, but Meta requires us to publish its own URL.

Legal

Naman Care Home and Rehabilitation Center Pvt. Ltd. is registered in Nepal and operates under Nepali law, including the Individual Privacy Act, 2075 (2018). We do not claim compliance with the European GDPR or California’s CCPA — we operate in Kathmandu and have not gone through those certifications. If you are writing to us from outside Nepal about your data, we will still respond and honour a reasonable deletion request.

Changes to this page

If we materially change how we handle enquiries or conversations, we will update this page and change the “Last updated” date at the top. We will not quietly start doing something new with your data without saying so here.