Privacy policy

Propmo is property-management software for landlords in Ontario, at propmo.ai and app.propmo.ai and in the Propmo mobile app. This policy explains how we handle personal information under Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA).

• Your account. Your name, email address, phone number, mailing address and password (stored hashed). If you sign in with Google or Apple, we receive your name and email address from them. Apple may give us a private relay email instead of your real one.
• What you enter about your rentals. Properties, units, tenancies and rent terms. Also tenants’ names and contact details, rent payments, issues, messages, documents and photos, and the notices and Landlord and Tenant Board (LTB) forms you prepare. You decide what goes in. You are responsible for having a lawful basis to hold your tenants’ information.
• Messages sent to Propmo. Emails you forward to your Propmo intake address, and WhatsApp and SMS messages your tenants send to Propmo’s number.
• Connected Outlook and Gmail mailboxes. If you connect an Outlook, Hotmail or Microsoft 365 mailbox, or a Gmail or Google Workspace mailbox, Propmo reads the sender and subject of messages in your Inbox, opens only those that look like bills, statements, invoices, property tax, insurance renewals or Interac e-Transfers, and keeps only the ones that become a bill or payment for you to review (with their attachments). Everything else is never stored. We keep the mailbox address, the sync status and an encrypted Microsoft or Google access token; disconnecting, or deleting your account, deletes the token at once. You can also remove Propmo’s access from your Microsoft or Google account settings at any time. Propmo’s use of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.
• Tenants and tradespeople using Propmo. A tenant invited to the tenant portal, or a tradesperson who joins the marketplace, gives us their account details and what they submit.
• Billing. Your subscription and purchases. Stripe handles card details; we never see or store your full card number.
• Device and usage. Basic logs needed to run and secure the service (IP address, browser, pages requested, errors). If you turn on notifications in the mobile app, we also keep a push notification token for your device.

• To provide the service: track rent, keep records, prepare notices, forms and case files, and send the messages you ask us to.
• To bill you and keep your account secure.
• To support you when you contact us.
• To meet legal obligations, such as keeping financial records.

Some features use an AI model to read or draft text. Examples are summarizing a lease you upload, drafting a message to a tenant, or explaining your finances. The text involved is sent to Anthropic, which processes it on our behalf and does not use it to train its models. Nothing is sent to a tenant without your action.

We use these service providers to run Propmo. Each one only processes information to provide its service to us:

• Supabase: our database, sign-in and file storage, hosted in Canada (AWS ca-central-1).
• Vercel: hosting for the website and app.
• Stripe: payments and billing.
• Postmark: sending and receiving email.
• Twilio and Meta (WhatsApp): SMS and WhatsApp messages.
• Anthropic: AI features (see above).
• Google: address lookup, and Google sign-in if you use it.
• Apple: Sign in with Apple if you use it, and push notifications in the iPhone app.

Some of these providers process information outside Canada, mainly in the United States, where it may be accessible to authorities under local law. We do not sell personal information, and we do not use it for advertising.

We keep your information while your account is open.

When you delete a landlord account (from Account settings in the app or on the web), we sign you out everywhere, cancel your subscription with nothing further charged, and delete your account and your personal information right away: properties, tenants, rent records, expenses, documents, messages, issues and notification settings. We keep records of Landlord and Tenant Board matters you have filed for 30 days in case they are needed, then delete them permanently. That means the case file and its saved copies, the filing details you recorded, the Case Kit payment record, the documents filed on that case, and what those records name: the tenancy, its tenants and rent ledger, the unit and property, and your name and address for service. Stripe keeps the billing records that tax law requires. Copies in our providers’ backups are removed as those backups expire.

When a landlord subscription is cancelled, nothing is deleted straight away. The account is locked and everything in it is kept, and subscribing again brings it all back. If the account is still cancelled 3 months after it was locked, we delete it in the same way as when you delete it yourself, as described above, including keeping filed Landlord and Tenant Board matters for 30 days more. We email you 30 days and 7 days before that date. While a Landlord and Tenant Board filing you have recorded is still open, we do not delete the account.

When you delete a tenant portal account (from Account in the tenant portal, in the app or on the web), we sign you out everywhere and delete right away your sign-in, your portal notifications and the link between your sign-in and each landlord’s records of you. Those records belong to your landlord, not to your portal account, so they are not deleted: your name and contact details as your landlord holds them, the tenancy and its rent ledger, and the messages you sent, issues you reported and photos you attached through the portal, which are part of your landlord’s records of the tenancy. They are kept, no longer linked to any Propmo account, for as long as your landlord keeps them, and are deleted when your landlord deletes them or their account. To ask about them, contact your landlord.

When you delete a tradesperson account (from your account page, in the app or on the web), we sign you out everywhere, take your listing out of the directory, and delete right away your sign-in, your business and contact name, email, phone, credentials and description, and the messages and availability notes you wrote on quotes. If you never dealt with a landlord through Propmo, your listing is deleted entirely. If you did, the landlord keeps their record of that job, because it is their record of work on their property: that they asked you, your quote amount and timing, and the photos and receipts you uploaded. Those show “Deleted provider” instead of your name, and are deleted when the landlord deletes them or their account.

If you start a tradesperson sign-up and never confirm your email address, we delete it, with the business and contact details you entered, 30 days after you started. You can sign up again at any time.

If you take your tradesperson listing out of the directory without deleting your account, landlords no longer see it, but we keep its contact details and the date it joined, with no set end date. Landlords’ records of jobs with you still refer to it, and keeping it means the listing is never offered to anyone else to claim. Deleting your account removes them, as described above.

Records we remove after one year:

• A tradesperson listing that a landlord added, or claimed on a business’s behalf, with the contact details the landlord entered: deleted one year after it was last used, and never while a request it is part of is still open. If a landlord’s records refer to it, we remove the contact details and it shows “Deleted provider”.
• The details entered in a tradesperson sign-up whose listing could not be set up: deleted one year after the sign-up.
• A tenant portal invitation that was accepted, cancelled or expired: deleted one year after that.
• A tenant portal account started from an invitation but never confirmed: deleted one year after it was started.

• You can see and correct your information in the app, and download the documents you prepared.
• You can delete your account at any time, as described above.
• You can ask us for a copy of your personal information, or to correct it, by emailing privacy@propmo.ai. A tenant whose information a landlord keeps in Propmo can ask that landlord directly, or use the request form described below.
• If you are not satisfied with our answer, you can complain to the Office of the Privacy Commissioner of Canada.

Your landlord decides what information about you to keep in Propmo and is responsible for it. Propmo stores and processes it on your landlord’s behalf. You do not need a Propmo account to ask about it:

1. Use the privacy request form to ask for a copy of your information or for it to be deleted. Give your name, the email address your landlord has for you, and the address you rent or rented.
2. We email you a link. Your request goes nowhere until you open it and confirm.
3. Once you confirm, we pass the request to every landlord using Propmo whose tenant records match your email address or phone number. We do not tell you whether any landlord matched, and we never send your information by email; your landlord answers you directly, normally within 30 days.
4. Your landlord can download what they hold about you to send to you, and can erase it. Some records are kept even after a deletion request, because the law requires or allows it: rent and payment records (kept for tax), notices and Landlord and Tenant Board filings, and the messages, issues and documents of the tenancy, which are evidence either side may need. Your contact details are removed from those records. Nothing is erased while you are still renting, because your landlord needs your details to manage the tenancy.

We keep a record of each request. A request that is never confirmed is deleted about a week after its link expires. If you do not hear back, write to privacy@propmo.ai.

Information is encrypted in transit and at rest. Each landlord’s records are isolated from every other landlord’s at the database level, and access by our staff is limited to what support and operations require.

Authorised Propmo staff may review a landlord’s account (properties, tenancies, rent records, maintenance and service requests, and messages with tenants) to check that the service is capturing everything correctly, to follow up on items that look stuck, and to help when you ask. Every staff view and action is recorded in an audit log.

If you turn on “Let Propmo support act for me”, staff may also update issues, confirm rent payments, open service requests and reply to your tenants for you. Each of these is marked as done by Propmo support in your timeline and to your tenants, and you can turn it off at any time.

Propmo is for adults managing or renting homes. It is not directed at children under 16.

If we change this policy we will update the date below, and tell account holders about any significant change. Questions: privacy@propmo.ai.