How HeraIQ works for carers

• You create your account yourself. It belongs to you and not to your employer, and it stays with you when you change company.
• You can hold an account with no employer at all. Your profile and your documents still work.
• There are two ways you come to work for a company. Your manager can add you to their staff list using your email address: the next time you sign in with that address, you are linked to them, without anything further from you.
• Or they send you an invitation. You accept it on your profile — or, if you would rather they added you, you share a one-time code with them from the same place.
• Your employer's record of you is a separate thing from your account. If they have your name wrong, only they can correct their copy, so ask them.

Your employer has their own HeraIQ account, and they decide what you can see inside it.

• Until they have set you up, the app gives you your own pages only: joining a company, your documents, your profile, help, your password and contacting us.
• Once you are set up, you can see the people you are assigned to visit. You cannot see the other people your employer supports.
• Your rota, your visits, your notes, your training record and your check-in records are your employer's records about your work. They are responsible for those and we hold them on their behalf, so questions, corrections and objections about them go to your employer. Our privacy notice explains that split.

Your profile holds your name and email address, and your phone number and date of birth if you choose to add them.

Your document cabinet is for the documents a carer is asked for: passport or ID, right to work, a DBS certificate, training certificates and proof of address. Anything else you want to keep there goes under “Other”. You can upload a PDF, JPG or PNG of up to 10 MB.

• The documents are yours, and they stay with you between employers.
• An employer sees a document only when you send it to them. Until you do, nobody there can open it.
• Once an employer accepts a document, they take their own copy. Removing yours afterwards does not remove theirs, because they have to keep it as evidence.
• Removing a document from your own record deletes the file, and nothing brings it back. You would have to photograph the document again.
• A document your employer filed about you is theirs. You can take a copy into your own record, and theirs stays where it is.

An employer cannot make you active until they hold all five: passport or ID, right to work, a DBS certificate, a training certificate and proof of address.

For your own account, profile and document cabinet, HeraIQ is the controller. What we hold, why, how long we keep it and who receives it is set out in Carers in our privacy notice, and this page does not repeat it.

A DBS certificate can contain criminal record information, which the law treats with extra care. It is in your cabinet only because you put it there, and no employer sees it until you send it.

The companies that handle information for us are named on our sub-processors page.

When you dictate a note, the recording is sent to us and on to OpenAI, our AI provider, to be turned into text. The text comes back into the note for you to read and change before you save it. If the app heard no speech, the recording is discarded and nothing is sent. When something is sent, we keep a record of the request in LangSmith, in the EU, so that we can find and fix problems.

Hera is the assistant in HeraIQ. The carer's version can only explain and summarise the records of the people you are assigned to visit: it cannot change, schedule, message or edit anything. What you type to it, and the records it reads to answer you, go to OpenAI, and a record of each answer is kept in LangSmith, in the EU, so that we can find and fix problems.

Hera's answers are drafts to check, not instructions. It can be wrong, and it is not a substitute for the care plan, your training, or asking your manager.

Hera is for care work. If you ask it for something it is not for, it declines and we keep up to 500 characters of that message so we can spot misuse. How we use AI, and what happens to those records, are in How we use AI and AI misuse flags and account blocking.

When you tap check in, and when you tap check out, the app records the time, and where your phone is at that moment if you have allowed it to use your location. It also records the time on your phone's own clock, and, if your phone reports it, how accurate that reading was.

Those two taps are the only times it asks. It does not record where you are while you travel between visits, while the app is closed or in the background, or when you are not working.

• You can refuse. Checking in still works and still counts as attended, and the record says that a location was not shared.
• If your phone cannot get a fix within five seconds, the check-in goes ahead without one.
• Managers at your employer can see what was recorded against the visit — the position, the accuracy where your phone gave one, and a note if your phone's clock was more than two minutes away from ours.

Your employer can also switch on a comparison between where you checked in and the address of the visit. It is off unless they turn it on, which is their decision to take after telling their staff. Where it is on, a manager sees one of three answers — at the visit, away from the visit, or cannot say — and a distance in metres where one could be worked out.

Being at the visit means within 150 metres by default, and your phone's own margin of error is added to that, so a weak signal makes the check more generous rather than stricter. Your employer can set a different distance, between 25 and 5,000 metres.

The comparison can only be made where we already hold a location for the person's home. For anyone your employer added from 16 September 2026 we do not hold one: we stopped sending service users' postcodes to an outside company to locate their homes, and the replacement is not built yet. For visits to those people the answer is always “cannot say” and there is never a distance, wherever you stood and whatever your phone did. It is about the address record, not about you.

“Cannot say” means the evidence is missing, not that something is wrong: no location was shared, the phone could not get a fix, or we hold no location for the address to compare with. Nothing about you is decided by the system. These are your employer's records, any decision taken from them is your employer's, and if you want to object to the comparison or ask what is held about you, speak to them.

We can block an individual HeraIQ account, or a whole organisation, where the service is being misused. One of our staff reads the case and decides; nothing is blocked automatically, and nobody can block an account without giving a reason first.

A blocked account is signed out and stops working.

Your employer can separately suspend you or take you off their staff list. That is their decision rather than ours, and it does not delete your own account, profile or document cabinet.

If you think a block was wrong, email hello@heraiq.io and we will look at it again.

• To ask for a copy of what we hold about you, email hello@heraiq.io. It is free, and we reply within a month — if a request is complex or you have made several, we may need longer and will tell you inside that month. Your other rights are listed in Your rights.
• There is no button in the app or on the website to delete your account yet. Until there is, email hello@heraiq.io and we will delete it for you.
• Deleting your HeraIQ account does not delete your employer's records about you. They have to keep some of them as evidence, so ask your employer about those.
• If you are unhappy with how we have handled your information, tell us first at hello@heraiq.io. You can also complain to the Information Commissioner's Office — see Complaints.