Privacy Policy

• 1. Who this covers
• 2. What we collect
• 3. Calls, texts and the AI assistant
• 4. How we use information
• 5. How AI is used, and what it isn't used for
• 6. Who we share it with
• 7. Where data is stored
• 8. How long we keep it
• 9. Security
• 10. Your rights and choices
• 11. A note for tenants and applicants
• 12. Cookies and analytics
• 13. Children
• 14. Changes
• 15. Contact and complaints

1. Who this covers

This policy applies to keytorental.com, the KeyToRental landlord app, the tenant portal, public links (viewing booking, rental applications, maintenance requests, lease signing, inspections), the email forwarding addresses we provide, and the phone numbers and AI assistant we provide to landlords (together, the "Service"). It covers three kinds of people:

• Landlords (and the staff they invite) who hold an account.
• Tenants and applicants whose information a landlord enters or who submit information through a link, the portal, or the landlord's phone line.
• Visitors to our website and anyone who contacts us.

For tenant and applicant information, the landlord is the organization that collects it and decides why; KeyToRental processes it on the landlord's instructions to provide the Service. Where a landlord asks us to do something with your information that this policy doesn't cover, their instructions and their own privacy practices apply.

2. What we collect

We do not ask for, and ask landlords not to enter, Social Insurance Numbers, bank account numbers, or health information. If a tenant shares such information in a message or upload, it is stored as part of that record; landlords should delete what they don't lawfully need.

3. Calls, texts and the AI assistant

A landlord on an eligible plan gets a dedicated phone number. When you call or text that number:

• An automated assistant answers. It identifies itself as an automated assistant and tells you the call may be recorded or transcribed.
• Your speech is converted to text and the text is sent to an AI language model to generate the assistant's reply. Transcripts, your phone number, and a summary are shown to the landlord. Recordings are kept only if the landlord has enabled recording.
• The assistant may ask pre-screening questions (for example, desired move-in date, household size, whether you're a student or working). Answering is voluntary; you can ask to speak with the landlord instead, and the landlord can take over the conversation at any time.
• If you text the number, your messages and the replies are stored as a conversation thread for the landlord.
• We may recognise a returning caller by phone number so the assistant can continue where you left off.

Calls and messages are carried by a licensed telecommunications provider, which also processes the data under its own privacy terms. The assistant does not make decisions about your tenancy; the landlord does.

4. How we use information

• To provide the Service: store records, generate leases and notices, match e-Transfer emails to rent, send reminders and receipts, route maintenance, schedule viewings, run the assistant, and produce reports and tax summaries.
• To send service emails and texts: invites, signing links, reminders, receipts, security and billing notices. Marketing email only with consent, and always with an unsubscribe link (CASL).
• To operate, secure and improve the Service: authentication, fraud and abuse prevention, debugging, measuring which features are used, and quality review of AI outputs (section 5).
• To bill landlords and comply with tax, accounting and legal obligations.
• To respond to you when you contact us.

We rely on consent (for landlords, given when they sign up; for tenants, obtained by the landlord and implied by your use of a link or the phone line), on the need to perform our contract with the landlord, and on our legitimate business purposes, as PIPEDA allows.

5. How AI is used, and what it isn't used for

• AI features include the phone/SMS assistant, maintenance triage, email intent detection (sorting a forwarded email into "rent", "receipt" or "repair"), the in-app copilot, and draft generation (listing copy, replies, notices).
• To do this we send the relevant text — a transcript, a message, a maintenance description, or a question plus the records needed to answer it — to established third-party AI model providers over encrypted connections. These providers process it to return a response and, under our agreements with them, do not use it to train their models.
• We do not use your data to train AI models and we do not sell or license it to anyone for that purpose. We may keep AI request logs (inputs, outputs, timing) for a limited period to debug problems and evaluate quality; access is restricted and logs are deleted on the schedule in section 8.
• AI outputs can be wrong. Landlords are told to review them, and decisions that affect a tenancy (approving an applicant, issuing a notice, ending a lease) are always made by the landlord, not the software.

6. Who we share it with

We share personal information only with the following, and only as needed to provide the Service:

We describe these by role rather than by brand because the specific companies change over time and this policy should stay accurate. Each is bound by a written agreement limiting them to the purpose above. If you want to know which companies we currently use, ask us (section 15) and we will tell you — for your own data, in writing, at no charge.

We also share information with the landlord whose account it belongs to (that is the point of the Service), with professional advisers under confidentiality, with a buyer if KeyToRental is sold or merged (you'll be notified), and when the law requires — for example a court order or a lawful request from a Canadian authority. We will tell the landlord about such a request unless we are legally prevented from doing so.

We do not sell personal information, share it with data brokers, or use it for third-party advertising.

7. Where data is stored

The application database and uploaded files are held with our hosting provider. Some of our providers — including those handling telecommunications, payments, AI models and AI monitoring — operate in the United States or other countries, so information may be stored or processed outside Canada, where it is subject to the laws of those countries and may be accessible to their authorities. We use contractual protections with these providers, and we send them only what the feature needs. If you have questions about where specific data is held, contact us (section 15).

8. How long we keep it

• Account and tenancy records: for as long as the landlord's account is active, and for up to 90 days after closure so the landlord can export their data, after which they are deleted or anonymised. Landlords may delete individual tenants, documents and records sooner.
• Signed leases and e-signature audit records: kept while the account is active; landlords should export them for their own records, which Ontario law may require them to keep for years after a tenancy ends.
• Call recordings and transcripts, SMS threads and lead records: kept while the landlord's account is active unless the landlord deletes them; recordings are deleted when the landlord disables recording or deletes the call.
• Applications from unsuccessful applicants: landlords are asked to delete these once a decision is made; we remind them and apply a default retention of 12 months to applications that are not promoted to a tenancy.
• AI request logs: up to 90 days.
• Server and security logs: up to 12 months.
• Billing records: 7 years, as Canadian tax law requires.

9. Security

We protect information with encryption in transit (HTTPS/TLS), hashed passwords, organization-level isolation so one landlord's data is never visible to another, role-based access inside an organization, signed single-use links for public forms, restricted administrative access, and logging of access to AI features. Uploaded documents are stored outside the public web root and served only to authenticated users. No system is perfectly secure; if we learn of a breach that creates a real risk of significant harm, we will notify affected landlords and the Office of the Privacy Commissioner of Canada as PIPEDA requires, and landlords are responsible for notifying their tenants where necessary.

10. Your rights and choices

• Access and correction. You can ask what personal information we hold about you and ask us to correct it. Landlords can do most of this directly in the app; tenants can use the tenant portal or contact their landlord, and can also contact us.
• Deletion. Landlords can delete records and close their account in Settings. Tenants and applicants can ask their landlord to delete their information, or ask us; we will verify the request, act on it or explain why we can't (for example, a signed lease the landlord must keep).
• Export. Landlords can export their data (CSV and PDF) from the app.
• Withdraw consent. You can opt out of marketing email at any time. Withdrawing consent to essential processing may mean we cannot provide the Service.
• Phone and text. Reply STOP to any text from a KeyToRental number to stop receiving texts from that landlord's line. You can ask the assistant to connect you to the landlord or to stop recording.
• Do-not-call. Landlords may only use outbound calling with people who have contacted them or consented.

We will respond to requests within 30 days, and we will not discriminate against you for exercising your rights.

11. A note for tenants and applicants

If your landlord uses KeyToRental, some of the emails, texts and calls you receive about your tenancy will come through the Service — for example, a lease signing link, a rent receipt, a viewing confirmation, or a call answered by an assistant. Your landlord chose to collect your information and is responsible for how it is used in their rental business. We are a service provider that stores and processes it for them. We never contact you for our own marketing, and we never share your information with other landlords. If you have concerns, contact your landlord first; if that doesn't resolve things, contact us at the address below and we will help.

12. Cookies and analytics

The app uses a small number of strictly-necessary cookies and browser storage to keep you signed in and remember settings. Our website currently uses no third-party advertising or tracking cookies. If we add analytics in future, we will use a privacy-respecting tool and update this section. You can clear cookies and storage in your browser at any time; doing so signs you out.

13. Children

The Service is for adults. We do not knowingly collect personal information from anyone under 18 except as it appears incidentally in a landlord's records (for example, a child listed as an occupant on a lease). If you believe a minor has created an account, contact us and we will delete it.

14. Changes

We will update this policy as the Service evolves — in particular when we add a provider, a feature that collects something new, or a new province. Material changes will be announced by email to landlords and by a notice in the app at least 30 days before they take effect. The version and effective date appear at the top of this page.

15. Contact and complaints

Privacy Officer, KeyToRental · privacy@keytorental.com · Ontario, Canada. Include "Privacy request" in the subject line. If you are not satisfied with our response, you may complain to the Office of the Privacy Commissioner of Canada.