Privacy Policy
Last updated: 17 June 2026
We take your privacy seriously. This policy explains what personal information we collect when you buy and use nellie, how we use it, and the choices and rights you have.
1. Who is responsible for your data
Nellie Connect Ltd, a company registered in England and Wales (company number 17029298), registered office 167-169 Great Portland Street, 5th Floor, London W1W 5PF, is the data controller for the information described here. If you have any questions, email support@nellieconnect.com.
2. The information we collect
When you set up nellie, we collect:
- Your details: your name, email address, postcode and date of birth.
- Your loved one's details: their name, your relationship to them, what you call them, where they live (including a care home or hospice name if relevant), their postcode and date of birth.
- Delivery address: collected at checkout so we can send the tablet.
- Payment information: processed by our payment provider, Stripe. We do not see or store your full card details.
- Content you share: the photos, messages, reminders and calendar entries family members add through nellie connect.
- Activity insights: a gentle summary of how your loved one engages with nellie (for example, photos viewed or music listened to), shown to linked family.
- Technical information: a token stored in your browser so we can link your payment to your account, plus basic logs needed to run and secure the service.
- Website analytics: if you accept analytics cookies, anonymised information about how you use our website (such as the pages you visit), processed on our behalf by PostHog. This is collected only with your consent and you can withdraw it at any time.
Some of what you tell us, for example that your loved one lives in a care home, may indicate something about their health or care needs. We only use this to set up and personalise their nellie and treat it with extra care.
3. How we use it, and our lawful basis
- To create and manage your account and provide the service, this is necessary to perform our contract with you.
- To take payment and fulfil and deliver your order, also to perform our contract.
- To keep the service secure, reliable and improving, this is in our legitimate interests in running nellie well.
- To understand how our website is used so we can make it better, where you have given your consent on our cookie banner. You can withdraw this at any time.
- To meet our legal and accounting obligations.
4. Setting up on behalf of a loved one
When you create a nellie for someone else, you confirm that you have their agreement, or the authority to act for them, to set up their account and to share information and content about them.
5. Who we share it with
We do not sell your data, and we do not share it with third parties for their own marketing. We share information only with the providers we need to run the service, including:
- Stripe, to process payments and your subscription;
- PostHog (hosted in the European Union), for privacy-friendly website analytics, only if you accept analytics cookies;
- our hosting and infrastructure providers, who store data securely on our behalf;
- others where we are required to by law.
Photos, messages and information shared through nellie connect are only accessible to the authorised family members linked to that tablet, and to our team where needed to support you.
6. Where your data is stored and how we protect it
Your information is stored securely and access is limited to people who need it. We use appropriate technical and organisational measures to protect it against loss, misuse or unauthorised access.
7. How long we keep it
We keep your information for as long as your account is active and for a reasonable period afterwards, then delete or anonymise it, unless we need to keep it longer to meet a legal obligation.
8. Your rights
Under UK data protection law you have the right to access the personal data we hold about you, to have it corrected or deleted, to restrict or object to certain uses, and to data portability. To exercise any of these, email support@nellieconnect.com. You can also request deletion of your data at any time.
If you are not happy with how we handle your data, you can complain to the Information Commissioner's Office (ICO) at ico.org.uk.
9. Children
nellie is bought by adults for adults. The service is not directed at children and we do not knowingly collect children's data.
10. Changes to this policy
We may update this policy from time to time. The current version will always be on this page, with the date it was last updated.
11. Contact
For any privacy question or request, email support@nellieconnect.com.