Family Home Swaps Privacy Policy
Last updated: 10 March 2026
Family Home Swaps respects your privacy and is committed to protecting your personal data.
This Privacy Policy explains what personal data we collect, how we use it, who we share it with, how long we keep it, and the rights you may have in relation to it.
It applies to personal data collected through the Family Home Swaps website, platform, messaging tools, listings, support channels, newsletters, social media interactions linked to our services, and any related services we provide.
If you use Family Home Swaps, create an account, publish a listing, contact another member, arrange a swap, join our mailing list, or otherwise interact with us, this Privacy Policy applies to you.
This Privacy Policy should be read together with our Cookie Policy and Terms of Service.
1. Who we are
Family Home Swaps Ltd is the controller of the personal data described in this Privacy Policy where we decide how and why that data is used for our own platform and business purposes.
In this Privacy Policy, Family Home Swaps, we, us and our refer to Family Home Swaps Ltd.
If you have questions about this Privacy Policy or about how we use your personal data, you can contact us at:
Family Home Swaps Ltd.
Company number 12753992100
Green Lane,
St Albans,
AL3 6EX
Email: hello@familyhomeswaps.com
2. Important points about our role
Family Home Swaps operates an online platform that helps families connect to discuss and arrange home swaps.
We are responsible for the personal data we collect and use for our own purposes, such as running the platform, managing listings, supporting members, sending service communications, improving security, preventing fraud, and marketing our services where lawful.
Some services linked to or used alongside our platform are provided separately by third parties acting under their own terms and privacy documents.
This may include identity checks, biometric verification, screening, claims handling, payment support, and protection products provided by third parties such as Truvi.
At present, Truvi is not embedded in the Family Home Swaps website and verification data is held on Truvi’s own systems.
Where members are directed to or use third-party services of that kind, those third parties will generally act as separate controllers for the personal data they collect and process under their own legal terms and privacy information.
You should read their privacy information carefully before relying on those services.
3. The personal data we collect
The personal data we collect depends on how you use Family Home Swaps.
3.1 Information you give us directly
This may include:
- your name, email address, phone number, postal address and login details;
- account profile information;
- information about your household, family set-up, travel preferences and listing preferences;
- information about your property, such as location, property type, sleeping arrangements, amenities, accessibility features, family-friendly equipment, availability and house rules;
- photos, videos, profile images, listing images and other content you upload;
- messages you send through the platform;
- booking, swap or stay details;
- reviews, ratings, feedback and survey responses;
- support queries, complaints and correspondence;
- information you provide when joining newsletters, promotions, waiting lists or community activities; and
- any other information you choose to provide.
3.2 Information we collect automatically
When you use our website or platform, we may automatically collect technical and usage data, including:
- IP address;
- browser type and version;
- device identifiers;
- operating system;
- log data;
- date and time of access;
- pages viewed;
- referring URLs;
- clicks, interactions and usage patterns; and
- cookie and similar technology data.
3.3 Information from other people or sources
We may receive personal data from:
- other members who contact you, invite you, review you, or include you in a booking or swap;
- service providers who support our platform operations;
- social media or third-party login providers, where you choose to connect them;
- analytics, fraud prevention, marketing or security providers; and
- third-party partners who help provide verification, protection or support services.
3.4 Verification and protection-related information
Where members choose to use verification, screening or protection services provided by third parties such as Truvi, those providers may collect additional information directly from the member through their own systems.
Depending on the service, this may include:
- identity document details, such as passport or driving licence information;
- date of birth;
- address verification information, including checks that the property address aligns with the member;
- booking and stay details;
- claims-related information;
- fraud prevention information; and
- selfie images or similar verification inputs used to compare identity documents with the person submitting them.
At present, that verification data is held on Truvi’s own systems rather than within the Family Home Swaps website.
Family Home Swaps does not control every element of third-party verification processing and does not determine all retention periods or decision-making criteria used by those providers.
4. Biometric verification and special category data
Some third-party verification services used alongside our platform may involve facial biometric recognition or other biometric checks for the purpose of verifying identity.
Where biometric data is used for uniquely identifying a person, it may be treated as special category personal data under UK data protection law.
Family Home Swaps is not the provider of biometric verification services.
Where such checks are carried out by a third party such as Truvi, that provider processes the relevant verification data through its own systems under its own privacy information, terms and legal basis framework.
At present, Truvi is not embedded in the Family Home Swaps website and the verification data is held on Truvi’s system.
If you do not wish to complete a third-party verification step that is required for a particular booking or protection process, you may be unable to access certain features or complete certain bookings.
5. Children’s data and family information
Family Home Swaps is designed for adults arranging family travel, but the platform may involve information about children and other household members.
This may include:
- age ranges of children;
- child-related amenities in a home;
- travel party details;
- photos or videos showing family spaces or household life; and
- messages relating to family needs, routines or accessibility.
We ask members not to share more personal information about children than is reasonably necessary.
If you upload or share personal data about another person, including a child, you must make sure you have the right to do so and have provided any notices or obtained any consents required by law.
We may remove content or restrict access where we believe children’s data or other third-party personal data has been shared inappropriately, unlawfully or excessively.
6. How we use personal data
We use personal data for the following purposes:
- to create and manage accounts;
- to publish and manage listings;
- to enable members to communicate and arrange swaps;
- to operate booking and swap workflows;
- to provide support and respond to enquiries or complaints;
- to send service messages, transactional communications and policy updates;
- to verify accounts, reduce fraud, monitor misuse and improve safety;
- to investigate incidents, preserve evidence and support dispute handling;
- to manage reviews, ratings and moderation;
- to improve the platform, troubleshoot issues and analyse usage;
- to comply with legal obligations and respond to lawful requests;
- to protect our rights, platform, members, staff, systems and business;
- to send newsletters and marketing where permitted by law; and
- to plan, develop and improve our products, features and commercial model.
7. Our lawful bases for processing
Under UK data protection law, we must have a lawful basis for using personal data.
Depending on the circumstances, we rely on one or more of the following lawful bases:
7.1 Contract
We process personal data where it is necessary to provide our platform and services to you, or to take steps at your request before entering into that relationship.
7.2 Legitimate interests
We process personal data where it is reasonably necessary for our legitimate interests or those of a third party, provided those interests are not overridden by your rights and freedoms.
These interests may include:
- operating and improving Family Home Swaps;
- keeping the platform secure;
- preventing fraud and misuse;
- moderating content and enforcing our terms;
- understanding how members use the platform;
- supporting members and resolving issues; and
- growing and developing our business.
7.3 Legal obligation
We may process personal data where necessary to comply with legal or regulatory obligations.
7.4 Consent
We may rely on consent where required, for example for certain marketing activities or where a specific type of processing legally requires it.
Where consent is relied upon, you may withdraw it at any time, although this will not affect the lawfulness of processing carried out before withdrawal.
7.5 Special category data
Where special category data is processed, an additional condition under UK data protection law must also apply.
Where biometric verification is carried out by a third party such as Truvi, that third party is responsible for identifying the appropriate legal basis and any required condition for that processing under its own privacy framework.
8. Who we share personal data with
We may share personal data with:
- other members, where necessary to enable listings, messaging, bookings and swaps;
- our hosting, software, analytics, communications, customer support, moderation, security and infrastructure providers;
- MailerLite, where you sign up to receive newsletters, updates or email marketing from us;
- payment, fraud prevention, claims or protection partners, and third-party verification or screening providers such as Truvi where relevant for booking support or related platform administration;
- professional advisers, insurers, auditors and legal representatives;
- regulators, law enforcement bodies, courts, public authorities or other third parties where required by law or reasonably necessary to protect rights, safety or property;
- actual or potential buyers, investors, funders or corporate advisers in connection with a business sale, merger, restructure or investment, subject to appropriate confidentiality arrangements; and
- social media, advertising or marketing partners where lawful and appropriate.
We do not sell your personal data to advertisers.
9. Member-to-member sharing
Because Family Home Swaps is a member platform, some personal data will naturally be shared between members when they communicate, view profiles, view listings, arrange stays, or take part in a swap.
For example, other members may see your:
- first name or profile name;
- listing details and photos;
- general location information;
- amenities and home features;
- reviews and ratings;
- messages you choose to send; and
- booking-related information relevant to a swap.
Please think carefully before sharing personal data through your listing, profile or messages.
10. Cookies and similar technologies
We may use cookies and similar technologies to operate the website, remember preferences, understand usage, improve performance, measure campaigns and support security.
Where required by law, we will ask for your consent before placing non-essential cookies or similar technologies on your device.
Further details are set out in our Cookie Policy and any cookie settings tools we make available on the website.
11. International data transfers
Some of our service providers or third-party partners may process personal data outside the UK.
Where personal data is transferred internationally, we will take steps designed to ensure it receives an appropriate level of protection, which may include adequacy regulations, standard contractual clauses, or other recognised safeguards.
Where a third-party provider such as Truvi processes your data under its own terms, its own transfer arrangements may apply.
12. Data retention
We keep personal data only for as long as reasonably necessary for the purposes described in this Privacy Policy, including to provide services, maintain records, resolve disputes, investigate incidents, enforce our terms, comply with legal obligations and protect our legitimate interests.
Retention periods may vary depending on the type of data and context. For example:
- account information may be kept while your account remains active and for a reasonable period afterwards;
- listing, messaging and booking records may be retained for dispute, safety, audit and legal purposes;
- incident reports, complaints, moderation records and claims-related material may be retained for as long as needed to investigate issues or defend legal claims;
- marketing records may be kept until you unsubscribe or object, subject to suppression requirements; and
- technical logs may be kept for security, fraud prevention and troubleshooting for an appropriate period.
Where third-party providers process data under their own terms, they may apply separate retention periods.
13. Security
We use technical and organisational measures designed to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or unauthorised access.
No internet-based service is completely secure, and we cannot guarantee absolute security.
You are responsible for keeping your login details secure and for notifying us promptly if you suspect unauthorised access to your account.
14. Your rights
Depending on your location and the circumstances, you may have rights in relation to your personal data, including the right to:
- request access to your personal data;
- request correction of inaccurate or incomplete data;
- request deletion of your data in some circumstances;
- request restriction of processing in some circumstances;
- object to processing based on legitimate interests in some circumstances;
- request portability of certain data;
- withdraw consent where consent is relied on; and
- complain to the Information Commissioner’s Office or another relevant supervisory authority.
We may ask you to verify your identity before acting on a request.
15. Marketing communications
We may send you marketing communications where permitted by law.
You can opt out of marketing emails at any time by using the unsubscribe link in the email or by contacting us.
Even if you opt out of marketing, we may still send you service-related communications where necessary.
16. Third-party websites and services
Our platform may contain links to third-party websites, tools or services.
If you follow a link to a third-party site or use a third-party service, that third party will handle your personal data under its own terms and privacy documents.
We are not responsible for the privacy practices of third parties.
17. Changes to this Privacy Policy
We may update this Privacy Policy from time to time.
The latest version will be posted on our website with the updated date shown at the top.
Where appropriate, we may also notify members by email or through the platform.
18. Contact and complaints
If you have questions or concerns about this Privacy Policy or how we handle personal data, please contact us at:
Family Home Swaps Ltd.
Company number 12753992100
Green Lane,
St Albans,
AL3 6EX
Email: hello@familyhomeswaps.com
If you are unhappy with how your personal data has been handled, you may also complain to the Information Commissioner’s Office in the UK.