Privacy Policy

1. Information We Collect

Personal Information

When you create an account, we collect your name, email address, phone number, and role (homeowner, seller, Key Holder, or administrator). Key Holders may also provide business information such as brokerage name and license details, and the name and brokerage displayed when a home's digital concierge is co-branded to them.

Home Data

We collect detailed information about your home, including property addresses, home system specifications (HVAC, plumbing, electrical, roofing, appliances), finishes and materials, service history, the notes a seller or Key Holder provides while onboarding the home, and any information contained in uploaded documents.

Chat Transcripts & Voice Interactions

We store your chat transcripts and interactions with the digital concierge to provide and support the Service. When you use voice input, your audio is captured in your browser and sent to our transcription provider to convert it to text. We retain the resulting transcript; we do not retain the audio recording after it has been transcribed.

Uploaded Documents

Documents uploaded to the platform, including blueprints, warranties, manuals, inspection reports, photos, and any other files, are stored and processed by Estate Key technology to brief the digital concierge on your home.

Payment Information

If you pay to continue service after the included period, your payment is processed by a PCI-compliant third-party payment processor. We do not collect or store your full payment card number. Our payment processor provides us with limited billing information, such as your card brand, the last four digits, expiration date, and billing contact details, so we can manage your billing.

Usage and Device Data

We automatically collect usage and device data such as device and browser type, IP address, approximate location derived from your IP address, pages visited, features used, timestamps, and interaction patterns, to operate, secure, and improve the Service.

2. How We Use Your Information

We use the information we collect for the following purposes:

• AI Processing: Your home data, documents, and messages are processed by AI models to power the concierge, answer your questions, analyze documents, and generate maintenance recommendations.
• Home Record and Service Coordination: Home, warranty, and maintenance information is used to maintain the home's record, answer questions about the home, route service requests you approve to independent maintenance and repair providers, and coordinate between the seller, the Key Holder, and the buyer when a home is listed and transferred.
• Notifications: Your contact information is used to send maintenance reminders, service request updates, listing and transfer notices, and other service-related communications via email, SMS, or notifications inside your concierge.
• Service Improvement: We use usage data and, where appropriate, de-identified or aggregated information to improve AI accuracy, user experience, and platform features.
• Security and Fraud Prevention: Usage data and access logs are used to detect and prevent fraud, abuse, and unauthorized access.
• Legal and Compliance: We use information as needed to comply with legal obligations, enforce our agreements, and protect the rights, property, and safety of our users, the public, and Estate Key.

3. Cookies and Tracking Technologies

We and our providers use cookies and similar technologies (such as browser local storage) to operate and improve the Service. These fall into two main categories:

• Essential: Required for the Service to function — for example, to keep you signed in, maintain your session, and protect against cross-site request forgery. These cannot be disabled without breaking core functionality.
• Analytics: Help us understand how the Service is used so we can improve it. These are used for our own product analytics and not to identify you to advertisers.

We do not use third-party advertising cookies and we do not sell your information for advertising. You can control cookies through your browser settings; disabling essential cookies may prevent you from signing in or using parts of the Service.

4. How We Share Your Information

• With Sellers and Key Holders: While a home is listed, the seller and the Key Holder who registered Estate Key on it can see the home's record. When the buyer accepts the digital concierge at closing, the seller's access ends and the Key Holder's access is limited to account-level information: the home appears in their account as active and co-branded, but the contents of the record are not visible to them.
• With Maintenance and Repair Providers: When the concierge sends a service request, the details needed to quote and perform the work — the situation brief, your contact details, and the relevant part of the home's record — are shared with the independent provider. No work proceeds without your approval of the provider's quotation.
• With Service Providers: We share information with third-party service providers — such as cloud hosting and storage, AI processing, payment processing, email and SMS delivery, security and error monitoring, and analytics providers — who process it on our behalf and only as needed to provide their services to us.
• For Legal and Safety: We may disclose information if required by law, subpoena, or legal process, or where we believe disclosure is necessary to protect the rights, property, or safety of our users, the public, or Estate Key, or to investigate fraud or security issues.
• Business Transfers: If Estate Key is involved in a merger, acquisition, financing, or sale of assets, your information may be transferred as part of that transaction. We will provide notice of any such change in control of your personal information.
• Never Sold: We never sell your personal information, home data, or any other data to third parties for marketing or advertising purposes, and we do not share it for cross-context behavioral advertising.

5. Data Security

We implement industry-standard security measures to protect your information:

• Encryption in transit: All data transmitted between your device and our servers is encrypted using TLS/SSL protocols.
• Encryption at rest: Data stored in our database and file storage is encrypted at rest by our infrastructure providers.
• Row-Level Security (RLS): Our database enforces row-level security policies ensuring users can only access data they are authorized to view.
• Multi-factor authentication: Authenticator-based (TOTP) multi-factor authentication is required for administrative access.
• Rate limiting: API endpoints are protected with rate limiting to prevent abuse and brute-force attacks.
• Audit logging: Access to sensitive data and administrative actions are logged for security monitoring and compliance.

While we strive to protect your information, no method of electronic storage or transmission is 100% secure. We cannot guarantee absolute security.

6. Data Retention

We retain your personal information and home data for as long as your account is active or as needed to provide the Service. When you delete your account, we will delete or de-identify your personal data within 90 days, except where retention is required by law, necessary to resolve disputes, or needed to enforce our agreements. Some records, such as transaction and audit logs, may be retained longer where required for legal, security, or accounting purposes. De-identified or aggregated data that no longer identifies you may be retained to improve the Service.

Service request and maintenance history are part of the home's long-term record and stay with the house for as long as the house is registered with Estate Key, so the digital concierge can serve the house and its future owners. Your conversations with the digital concierge are yours and are not passed to a later owner. When you delete a conversation with the digital concierge, it is removed from your view immediately; the underlying record is retained for up to 10 years before being permanently deleted, so it is available if a dispute arises. Deleting your account is different: account deletion triggers the erasure process described above, which removes your personal data regardless of this record-retention period.

When a home changes hands and the buyer accepts the digital concierge at closing, the home's record — its documents, specifications, warranties, and service history — transfers to the new owner so the concierge can keep serving the house. The prior owner's account, personal contact information, and conversations with the concierge do not transfer. A later transfer to a subsequent owner is subject to a transfer fee and takes place only after the transferring owner acknowledges the transfer of the home's record.

7. Your Privacy Rights

Depending on where you live, you may have some or all of the following rights regarding your personal information:

• Access: You may request a copy of the personal data we hold about you.
• Correction: You may request that we correct inaccurate or incomplete personal data.
• Deletion: You may request that we delete your personal data, subject to legal retention requirements.
• Data Export: You may download a complete copy of your data at any time, in both a readable summary and a machine-readable format. This is available to every Estate Key user from Settings, whatever state you live in — you do not need to ask us, and there is no waiting period.
• Opt-Out of Communications: You may unsubscribe from non-essential emails and notifications at any time through your account settings or by contacting us.
• Non-Discrimination: We will not discriminate against you for exercising your privacy rights.

Data Export is self-serve — you can run it yourself from Settings without contacting us. To exercise any of the other rights, please contact us at support@estatekey.com. We may need to verify your identity before fulfilling your request.

8. California and Other U.S. State Privacy Rights

If you are a California resident, the California Consumer Privacy Act, as amended by the California Privacy Rights Act (CCPA/CPRA), provides you with additional rights:

• The right to know what personal information we collect, use, and disclose.
• The right to access and delete your personal information.
• The right to correct inaccurate personal information.
• The right to opt out of the sale or sharing of personal information. Estate Key does not sell personal information or share it for cross-context behavioral advertising.
• The right to limit the use of sensitive personal information.
• The right to non-discrimination for exercising your privacy rights.

Residents of other states with comprehensive privacy laws may have similar rights. To exercise your rights, contact us at support@estatekey.com.

9. Children's Privacy

The Service is intended for adults and is not directed to children. You must be at least 18 years old to use the Service. We do not knowingly collect personal information from anyone under 18, and specifically not from children under 13. If we learn that we have collected personal information from a child under 13, we will delete it promptly. If you believe a child has provided us with personal information, please contact us at support@estatekey.com.

10. International Users

Estate Key is operated in the United States, and we process and store information in the United States. If you access the Service from outside the United States, you understand that your information will be transferred to, and processed in, the United States, which may have data-protection laws different from those in your jurisdiction.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. When we make material changes, we will update the "Last updated" date above and, where appropriate, provide additional notice through the Service or by email. Your continued use of the Service after the changes take effect constitutes your acceptance of the updated Privacy Policy.