Trust & legal
Privacy Policy
Last updated: October 14, 2026
FeatherKeep (“FeatherKeep”, “we”, “us”) is committed to protecting the privacy of the people and families who trust us with sensitive information. This policy explains what we collect, how we use and share it, how we protect it, and your choices.
We do not sell personal information.
1. Who this policy covers
FeatherKeep provides private-pay, non-clinical home care, home support and care coordination in British Columbia. This policy applies to personal information about:
- website visitors;
- people who request support or a call back, and clients who receive FeatherKeep services;
- family members and other authorized contacts;
- people who use the Care Home client portal to review and approve their care arrangements;
- representatives of organizations and professionals who contact us about referrals or programs.
2. Information we collect
Support requests, call-back requests and enquiries
Name, contact details, general location, the type of support you’re looking for, your relationship to the person needing support, timing, and anything you choose to tell us. Organization enquiries also include organization name and type, role and service area.
Care services
When we assess and provide support, we keep records needed to deliver it: assessment information, the proposed and approved care arrangement, care plan, visit schedule, visit records, authorized contacts, concerns raised and follow-up, and billing records for confirmed services.
Care Home client portal
Account information (name, email address and phone number) and the care arrangement information shown to you for review and approval.
Payments
Payment status for confirmed services. Payment card details are processed and stored by Stripe — FeatherKeep never stores raw card numbers.
Device and usage information
General device type, browser and website usage patterns, used to operate and improve our website and to measure our online advertising. See “How we share information”.
3. How we use information
- To respond to support, call-back and organization enquiries.
- To assess needs, prepare proposed care arrangements and deliver the support you have agreed to.
- To match appropriately qualified workers and schedule visits.
- To bill for confirmed services through Stripe.
- To improve our website and measure the results of our online advertising.
- We do not use your personal information to train artificial intelligence models, and we do not sell personal information.
4. Consent and authorized contacts
We rely on your consent to collect and use personal information, and you can withdraw it at any time (some services cannot continue without it). When you request support for someone else, please make sure you have their permission or the authority to act for them.
Participants choose which family members or other contacts are authorized to receive updates. We share information with authorized contacts according to the person’s preferences and consent.
5. Organization-sponsored programs
If you take part in FeatherKeep through an organization (such as a health or care provider), information may be exchanged with that organization as defined in the program agreement — for example, referral details and agreed program reporting. Where an organization provides your information to us, it is responsible for having the appropriate authority to do so.
7. Storage, security and retention
Our infrastructure and service providers may store or process information outside British Columbia, including outside Canada.
Access rules limit records to the people and staff roles who need them. Data is encrypted in transit. See our Security page for more.
We keep personal information only as long as it is needed for the purpose it was collected and for legal, tax or business requirements. Where we use personal information to make a decision that directly affects someone, we keep it for at least one year after that decision, as BC privacy law requires. When information is no longer needed, we securely destroy it or remove identifying details. If you ask us to delete information, we will tell you what can be deleted and what we must keep.
8. Your rights and choices
FeatherKeep is a private business in British Columbia, so British Columbia’s Personal Information Protection Act (PIPA) applies, along with any other Canadian privacy laws that apply. You can:
- access the personal information we hold about you;
- correct inaccurate information;
- request deletion of your personal information, subject to records we must keep by law;
- withdraw consent (some services cannot continue without it); and
- ask the Office of the Information and Privacy Commissioner for British Columbia to review how we handled your request or complaint.
To exercise these rights, use our contact form. We respond to requests within the timeframes required by applicable privacy law.
9. Children
FeatherKeep services are arranged by adults. We do not knowingly collect personal information directly from children under 13. Where support involves a minor, information is provided by a parent or authorized adult.
10. Changes to this policy
We will notify clients and account holders of material changes. The date of the most recent update is shown at the top of this page.
11. Contact
FeatherKeep is operated by J-Matt Limited Inc., Surrey, British Columbia, Canada.
Privacy questions: please use our contact form and choose “Privacy or security”.