This policy explains what information ProperHub (“ProperHub,” “we,” “us”) collects through properhub.io, app.properhub.io and our SMS maintenance line, how we use it, and the choices you have. Questions: contact@properhub.io.

Who this covers

Customers are property managers, owners and their staff who use ProperHub to run their buildings. Tenants are residents of buildings our customers manage. We handle tenant information on behalf of the customer that manages the building; for requests about your tenancy, you can contact your building management or us.

Information we collect

• Account information — name, work email, phone, company and role when you request a demo, sign up or are invited to a workspace.
• Property data customers add — buildings, units, tenants and their contact details, leases and lease documents, maintenance tickets, documents and notes.
• Text messages — when a tenant texts a building's ProperHub number, we receive the phone number and message content to create and track the maintenance request.
• SMS sign-up information — when you sign up at properhub.io/sms: your mobile number, the consent wording you agreed to, and the time, IP address and browser of the sign-up and of your confirmation. We check the number against the tenant records your building management keeps and text it a one-time confirmation link; we never tell the person signing up whether a number is on file. We also record STOP and START requests.
• Bank data — if a customer connects bank accounts through Plaid, we receive read-only balances and transactions. We never receive bank login credentials; the access tokens Plaid issues are stored encrypted.
• Email and calendar — if a customer connects Gmail or Outlook, we access the messages and calendar events needed to show building correspondence and events inside ProperHub. Calendar access is read-only. Customers can disconnect at any time.
• Public records — NYC Department of Buildings, HPD and ECB records from NYC Open Data, matched to a customer's buildings.
• Usage data — device, browser, pages viewed and actions taken, collected with analytics tools (Google Analytics on this site; PostHog and Microsoft Clarity in the app) and server logs.

How we use it

• To provide ProperHub: run workspaces, file and route maintenance requests, sync compliance records, show financials, and send service messages.
• To power Elia, our AI assistant: to answer a customer's question or draft an action, relevant records are sent to our AI model providers for processing. Elia only reads data the signed-in user already has access to.
• To secure the service, prevent abuse and fix problems.
• To improve the product, using usage data.
• To contact customers about their account and, for demo requests, about their demo.

We do not sell personal information, and we do not use customers' data to train our own AI models.

Text messaging and mobile information

We use your mobile number only to operate the maintenance text line: replying to your requests, confirming work orders and sending status updates. We do not send marketing messages.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent are excluded from every category of sharing described in this policy and will not be shared with any third parties, except with the SMS service provider that delivers the messages (Twilio) as needed to send them.

Reply STOP to opt out at any time, or HELP for help. See the SMS Terms.

Who we share information with

We share information only with service providers who process it on our behalf to run ProperHub, under contracts that limit their use of it:

• Hosting, database and storage — Vercel, Supabase, Amazon Web Services
• SMS delivery — Twilio
• Bank connections — Plaid
• Email delivery — Resend; and Google or Microsoft when a customer connects their mailbox
• AI processing — OpenAI / Microsoft Azure OpenAI
• Analytics — Google Analytics, PostHog, Microsoft Clarity

Within a workspace, information is visible to the customer's users according to the permissions the customer sets. We may also disclose information if required by law, to protect rights and safety, or as part of a merger or acquisition, in which case this policy continues to apply.

Security

Data is encrypted in transit. Bank access tokens and direct messages between users are encrypted at rest with server-held keys, and access to workspace data is restricted by role and building. No system is perfectly secure, but we work to protect your information and will notify affected parties of a breach as required by law.

Retention

We keep customer data for as long as the account is active and as needed to provide the service, then delete or anonymize it unless the law requires us to keep it. SMS consent and opt-out records are kept as long as needed to demonstrate compliance.

Your choices and rights

• Opt out of texts by replying STOP.
• Request access to, correction of or deletion of your information by emailing contact@properhub.io. Tenants may also contact their building management. Depending on where you live (for example, California), you may have additional rights under local law; we will not discriminate against you for exercising them.
• Customers can disconnect Plaid, Gmail and Outlook from inside the app at any time.

Children

ProperHub is not directed to children under 13, and we do not knowingly collect their information.

Changes

We will post changes here and update the date above. If a change is material, we will notify customers before it takes effect.

Contact

contact@properhub.io