Privacy Policy

We collect only the data needed to run LatchDesk for your portfolio.

• Account data: name, email, organization, role, and login credentials.
• Property data: addresses, unit counts, building details, and configuration you provide.
• Tenant communication data: messages routed through LatchDesk that the AI processes on your behalf, plus AI replies and human approvals.
• Maintenance data: tickets, photos, severity classifications, vendor assignments, cost estimates, and completion records.
• Leasing data: lead contact information, qualification responses, and tour scheduling history.
• Usage data: which features you use, when, and how — used to improve the product and diagnose issues.
• Payment data: processed by Stripe. We store the last four digits and brand for receipts; we do not store full card numbers.

• To operate the LatchDesk service — AI classification, vendor coordination, tenant messaging, and the Action Queue.
• To improve AI accuracy in classification, routing, and reply quality.
• To send transactional emails — confirmations, escalations, billing receipts.
• To send product or marketing communication only with explicit consent.

We do not sell personal data. We do not share tenant data with third parties for marketing under any circumstances.

• AI processes inbound tenant messages to classify intent, draft replies, and coordinate vendors.
• Every AI decision is logged with timestamp, inputs, and confidence — this becomes part of your audit trail.
• Tenant communications handled by AI are stored inside your account, scoped to your organization.
• You can export or delete all AI-processed data from settings at any time.
• AI does not make legal determinations about tenancy, lease terms, applicant eligibility under protected classes, or eviction decisions.

You — the property manager — are the data controller for tenant data inside LatchDesk. LatchDesk, LLC acts as the data processor, processing tenant data on your documented instructions.

• You are responsible for informing tenants that AI assists with communication.
• You are responsible for collecting any consent required by local law.
• We provide tools for tenant data export and deletion on request.

• Active accounts: data retained while the account is active.
• Closed accounts: data deleted within 30 days of account closure.
• Legal holds: data retained only when legally required, and only the records under hold.
• Backups: deleted records are removed from rolling backups within 90 days.

• Access: export all of your data at any time from settings.
• Correction: update any information directly in the product.
• Deletion: close your account to trigger full deletion within 30 days.
• Portability: exports are provided in standard formats (CSV and JSON).

• Encryption at rest with AES-256 and in transit with TLS 1.3.
• Role-based access controls scoped to organization and property.
• Regular internal security reviews and dependency monitoring.
• Documented incident response procedures with customer notification commitments.

• Privacy questions: privacy@latchdesk.co
• General support: support@latchdesk.co
• Security concerns: security@latchdesk.co