Privacy policy

Last updated November 10, 2026.

In short

• Your home care agency controls the records it keeps in CareComplete. We hold them for the agency and use them only to run CareComplete for it.
• We never sell or rent personal information, and never use it for advertising.
• The caregiver app records where a caregiver's phone is when they clock in and out, to verify visits.
• Every view and change of a client's or employee's record is logged.
• For a copy, correction or deletion of your records, ask your agency, or write to us.

Who this policy covers

CareComplete is software home care agencies use to run their work: intake, scheduling, visits, documentation, forms, payroll and billing. This policy covers:

• People who use CareComplete: agency office staff, caregivers using the caregiver app, and clients and family members the agency invites to the client portal.
• Clients and employees whose records an agency keeps in CareComplete, whether or not they use it.
• Visitors to this website, including anyone who registers interest.

Our role and your agency's

For the records an agency keeps in CareComplete, the agency decides what is collected, who may see it and how long it is kept. We process those records for the agency, under its instructions and our agreement with it. Where the agency is covered by HIPAA, we are its business associate and sign a business associate agreement with it. The agency's own notice of privacy practices explains how it uses clients' health information.

For this website and for CareComplete accounts, we decide how information is used, as this policy describes.

What we collect

From the agency

What the agency records about its clients, employees and contacts: names, contact details, addresses, dates of birth, care plans and tasks, visit notes, forms and signatures, documents, messages, schedules, time records, payroll and billing.

About your account

Your name, email address, phone number, the agencies you belong to and your role in each, and your sign-in history, including two-step verification.

From the caregiver app

• Location: where your phone is when you clock in or out of a visit. See Location below.
• What you enter: clocks and their reasons, answers to clock-out questions, completed tasks, miles, notes, forms and messages.
• Your phone: an identifier the app creates for it, the app's version, and your IP address, used to keep your account secure and to support the app.

Activity records

Who viewed or changed a client's or employee's information, and when, so the agency can always answer who saw what.

From this website

What you type when you register interest - your name, role, agency, email address and, if you give them, your phone number, current software and notes - and when you sent it.

How we use it

• To provide CareComplete to the agency: sign people in, run schedules and visits, verify visits, and produce payroll, billing and reports.
• To keep CareComplete secure, find and fix problems, and support the agency's staff.
• To answer people who register interest, and tell them about CareComplete.
• To meet our legal obligations.

We do not use an agency's records to train artificial intelligence models, and we do not combine one agency's records with another's.

Who we share it with

• The agency, whose staff see what their roles allow.
• Providers that run CareComplete for us, under contract, confidentiality and, for health information, a business associate agreement: Microsoft Azure (hosting, storage and maps), our email and text message providers, and the notification services of your phone or browser.
• Others the agency directs, such as a state's electronic visit verification system, a payer the agency bills, or its payroll provider.
• When the law requires it, such as a valid court order, or to protect someone's safety.
• A buyer of CareComplete, if the business is sold, bound by this policy.

We never sell or rent personal information, and we never share it for targeted advertising.

Location

Home care agencies must show that each visit happened where and when it was scheduled. Federal law requires electronic visit verification for Medicaid personal care and home health visits, and agencies use the same check for every visit. So when a caregiver clocks in or out, the caregiver app records where the phone is, how accurate the phone says that is, and how far it is from the client's address. The app may also use the phone's location to show the caregiver a visit's map.

The phone asks your permission before the app can use its location, and you can turn it off in the phone's settings. Clocks are still recorded without it, and your office reviews them. Whether location is required for your job is your agency's policy.

Recorded locations are kept with the visit's time record for as long as the agency keeps those records. The agency's staff whose role allows it can see them, and the agency may send them to a state visit verification system or a payer. Clients and families using the client portal see whether a visit has started and finished, not where the caregiver is. Location is never sold or used for advertising.

Text messages

CareComplete may text you sign-in and security codes. When your agency sends you texts through CareComplete, they come from your agency, and we deliver them as its service provider. Your phone number and your consent to receive texts are never sold, or shared with anyone for their marketing. Reply STOP to stop texts, or HELP for help. Message and data rates may apply.

Cookies and storage on your device

CareComplete and this website use only the cookies and device storage they need: keeping you signed in, protecting forms from forgery, and remembering choices such as light or dark theme. The caregiver app keeps your upcoming visits and anything you have not yet sent, so it works without a signal; the visits it read ahead are cleared when you sign out, and unsent work is kept until it is sent. We use no advertising, analytics or tracking cookies. This website loads its fonts from Google Fonts, which sees your IP address.

Because we do not track you across sites, there is nothing for a browser's Do Not Track or Global Privacy Control signal to turn off, but we treat either as a request to opt out of any sale or sharing.

Where it is kept

In Microsoft Azure data centres in the United States.

Keeping it safe

Information is encrypted in transit and at rest. Each agency's data is kept apart from every other agency's, what each person can see is set by their role, sign-ins can require a second step, and every view and change is recorded. See Security. If a breach affects an agency's records, we tell the agency without unreasonable delay, as our agreement and the law require, so it can tell the people affected.

How long it is kept

An agency's records are kept while it uses CareComplete, for as long as its record-keeping rules require. When an agency leaves, it can take a full export of its records, and we then delete them as our agreement says. Registrations of interest are kept until you ask us to delete them.

Your choices and rights

• Records your agency keeps: ask your agency to see, copy, correct or delete them. We act on the agency's instructions. If you write to us, we pass your request to your agency.
• Your account: to close it, ask your agency, or write to us. Records the agency must keep by law, such as time and billing records, stay with the agency after your account is closed.
• Location: you can turn it off in your phone's settings. You can still clock in and out, and your office reviews those clocks.
• Hearing from us: if you registered interest, ask us at any time to stop contacting you or to delete your registration.

Depending on where you live, state law may give you the right to know what we hold about you, to correct or delete it, to get a copy, and to opt out of its sale (we do not sell it). Write to us to use these rights; we may need to confirm who you are, and we answer within 45 days. We will not treat you differently for asking. Health information we hold for an agency is protected under HIPAA and handled through that agency.

Children

CareComplete accounts are for adults. We do not knowingly collect information from children under 13 except as part of an agency's records about a client it cares for.

Changes

When this policy changes, the date above changes with it, and we tell agencies before a change that matters takes effect.

Contact us

Questions about this policy, or a request about your information: support@carecomplete.net.