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

KeyToRental is operated by Intellirental Software Inc. ("we", "us") from Ontario, Canada. 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. Calls with the assistant are not kept as audio. If you leave a voicemail, it is recorded so the landlord can listen to it; the landlord can delete a call, with its transcript and any voicemail recording.
• The assistant may ask a couple of practical questions (your desired move-in date, and pets where the listing has a pet rule). It does not ask how many people will live with you or about your work or studies; those questions belong on a rental application. 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 content to third-party AI model providers over encrypted connections: a transcript, a message, a maintenance description, or a question plus records from the landlord's account to answer it (for a general question about the portfolio, that can be a summary of every property and unit, with tenant names, rent amounts and balances owed), and, when a landlord asks the app to read one, the whole uploaded document or photo (for example a lease PDF, a utility bill, a receipt or a picture), including any names, contact details, addresses and signatures in it. Today our main AI provider is Google (the Gemini API), which may process this outside Canada (section 7).
• Our Google account is not yet on Google's paid terms. Google's terms for unpaid use of the Gemini API allow Google to use the content it receives to improve its products, and allow human reviewers to read it. We are moving to Google's paid terms, which do not allow this, and will update this section when that is done. Until then, a landlord who does not want a document processed on those terms should not ask the app to read it.
• We do not use your data to train AI models and we do not sell or license it to anyone for that purpose. We keep AI conversation and usage records to provide the feature, debug problems and evaluate quality; access is restricted, and how long they are kept is 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.

Connecting your own AI assistant (for example, Claude)

• A landlord can choose to connect an AI assistant they use, such as Claude, to their KeyToRental account through our connector at https://keytorental.com/mcp. Nothing is connected unless the landlord signs in and approves it on our consent screen.
• On that screen the landlord picks what the assistant may do: read their records (always included), make changes that ask for confirmation first, and file requests that wait for the landlord's approval in the app. A viewer on a team can only allow reading.
• When the landlord asks their assistant something, the records needed to answer it (for example properties, leases, tenants' names and contact details, rent and maintenance history) are sent to that assistant. From that point the assistant's provider handles that data under the landlord's own agreement and privacy terms with that provider, not this policy. Signing links, application links, portal invitations and password-reset links are never sent to a connected assistant.
• A connected assistant never sends a message to a tenant, emails a document, records or voids a rent payment, or starts, continues or ends a tenancy on its own: those actions wait in the app until the landlord approves them. Smaller changes (for example adding a unit or a maintenance ticket) are shown to the landlord and only made once they confirm. KeyToRental records rent and expenses; rent never passes through us, and a connected assistant never makes a payment.
• We keep the connection record (which app, the permissions granted, when it was last used) and a record of each request an assistant files, for security and so the landlord can see what happened. We store only scrambled (hashed) forms of the access tokens.
• A landlord can disconnect an assistant at any time in Settings → Claude & AI assistants, which ends its access immediately. Changing or resetting the password, or being removed from a team, also disconnects it.

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 handles it under that provider's terms of service or a written agreement with us, and we send each only what its role needs; note that Google's terms for unpaid use of the Gemini API also let Google use what it receives to improve its products (section 5). 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. These providers handle it under their terms of service or agreements with us (section 6), 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: kept while the landlord's account is active. The account owner can ask us to close the account (Settings → Your data, or by email to the address in section 15). We confirm the request with the owner, give them the chance to export their data first, and complete the closure within 30 days by deleting or anonymising the account's records, except what we must keep by law (such as billing records, below). Nothing is deleted automatically. Landlords may delete individual tenants, documents and records sooner; a tenant with rent recorded against them cannot be deleted in the app while that ledger exists, so ask us if that is what you need.
• 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. Deleting a lead in the app removes the lead record but not its text conversation or calls; a landlord can ask us to delete those.
• Rental applications, including uploaded ID and supporting documents: kept until the landlord deletes the application or the account is closed. There is no automatic deletion. We ask landlords to delete applications they no longer need once a decision is made; declined and withdrawn applications can be deleted from the archive at any time.
• AI conversations and usage records: copilot conversations are kept until the landlord deletes them or the account is closed. Documents and photos attached to a copilot conversation are kept until the landlord removes the attachment or the account is closed: deleting the conversation, or the tenant or lease the document is about, does not delete them, so ask us if you need them gone. Answers a landlord rates (the question, the answer and the rating) and records of AI usage (timing, model, amount used) are kept while the account is active.
• Usage events and logs: feature-usage events recorded by the app are deleted after about 13 months; server and security logs are kept by our hosting provider under its own retention settings.
• 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 in the app, and the account owner can ask us to close the account from Settings → Your data or by email; we complete closure within 30 days (section 8). 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. The account owner can download the account's records as a data file (JSON) from Settings → Your data. Uploaded files download from the document vault, and some pages offer their own exports (for example the tax summary as CSV). Ask us if you need a complete copy.
• 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; a text you send after that still reaches the landlord, without an automatic reply. You can ask the assistant to connect you to the landlord, and a call is only recorded if you leave a voicemail.
• 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. Product analytics are first-party only: we keep a record of which features are used, stored on our own servers, with no names, messages or amounts in it. To find where the app is confusing, we may also record how a page behaved during a session (what was on screen, where you tapped) and play it back ourselves. These recordings are made by software on our own servers, are never sent to any third party, mask everything typed into a form, and are deleted after 30 days. They cover the landlord app only, never the tenant portal or public listing pages. 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 (Intellirental Software Inc.) · 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.