Privacy Policy

Home Handled runs your home for you. Doing that means the app holds your address, your bills, your documents and your conversations with the Concierge — and it means the app contacts other people on your behalf. This policy sets out what is collected, why, who else sees it, and how to get rid of it.

It covers the Home Handled mobile app and this website.

What we collect

Your home address and property details

You give us your home address when you set up the app, and we resolve it using Google Places so that it is a real, structured address rather than free text. We also hold details about the property itself — its type, age, systems and appliances — because that is what the Maintenance Intelligence Center and the Home Score are calculated from.

A precise home address is treated as sensitive personal information under the California Consumer Privacy Act and as personal data under the GDPR. We collect it because the product cannot function without it: a contractor cannot be sent to a home we cannot name.

Your phone number

We use your phone number to reach you about your own requests, and we pass it to contractors when you ask us to book one, so that they can confirm an appointment with you directly.

Documents you upload to the Vault

Warranties, manuals, insurance policies, receipts and anything else you choose to store. These frequently contain more than their filename suggests — policy numbers, account numbers, signatures, and sometimes the details of other members of your household.

Vault documents are stored encrypted. They are available to you through your account, and are readable by our staff only where it is necessary to support a request you have raised or to comply with a legal obligation. They are retained until you delete them or until your account is deleted. [W-05: storage location and retention period to confirm at review pending]

Bills and payment information

We hold the bills you add — the provider, the amount, the due date and the payment status — so that the Bills Center can track them and flag the ones that look unusual.

Payments are processed by Stripe, and Home Handled does not store your card details.

Your card number does not reach our servers; it is held by Stripe under its own terms and security obligations. We receive only what we need to show you what was charged and when.

Your conversations with the AI Concierge

Your messages to the Concierge, and its replies, are stored as part of your account history.

These conversations are processed by an automated AI system, not by a person reading each one as it arrives. However, when a request is handed off to our support team — because something went wrong, or because you asked for a human — support staff can and do read the transcript of that conversation in order to help. If you would rather something was not on the record, do not put it in the chat.

Calls we place on your behalf

This is the part most privacy policies do not have to describe. When you ask the Concierge to book a contractor, the app places real telephone calls to those contractors, acting for you. In the course of those calls it identifies you as the customer and describes the problem, your address and your availability.

Whether those calls are recorded or transcribed, and what is done with any recording, is set out below. [W-07: call recording and transcription pending]

This matters beyond our own practices: a number of US states require the consent of every party to record a call. If calls are recorded, both this policy and the call itself must say so before the recording begins. That decision is not ours to describe until it has been made and confirmed with counsel.

Usage and device information

We collect basic technical information needed to operate and secure the service — device type, operating system version, app version, crash reports and log data.

This website does not use analytics or advertising cookies, and sets no tracking cookie. [W-09: analytics and cookie-consent decision pending]

Who else receives your information

We do not sell your personal information, and we do not share it for cross-context behavioural advertising. We do share it with the following, each for a specific and limited purpose:

• Contractors you ask us to book. They receive your name, your home address, your phone number and a description of the problem — because they cannot quote for a job or attend a property without them. They are independent businesses and handle that information under their own obligations, not ours.
• Stripe, for payment processing. Card details go to Stripe directly.
• Google Places, to resolve and validate the address you enter.
• Our telephony provider, which carries the calls the Concierge places to contractors.
• Our AI provider, which processes the text of your Concierge conversations in order to generate replies.
• Law enforcement or regulators, where we are legally required to disclose information.

Deleting your account and your data

You can request deletion of your account from inside the app. You may also ask us directly at [W-05: monitored privacy contact pending].

When an account is deleted:

• Your profile, home and property details are deleted.
• Documents you uploaded to the Vault are deleted.
• Your Concierge conversation history is deleted.
• Records we are required to keep — transaction and tax records in particular — are retained for the period the law requires, and are not used for anything else.

[W-05: deletion completion window and statutory retention periods to confirm at review pending]

Your rights

If you are in California

Under the CCPA and CPRA you have the right to know what personal information we have collected, to have it deleted, to correct it, and to opt out of its sale or sharing — we do not sell or share it. Because your precise home address is sensitive personal information, you also have the right to limit its use to what is necessary to provide the service. Exercising any of these rights will not result in a worse service or a different price.

If you are in the UK or the European Economic Area

Under the UK GDPR and the GDPR you have the right to access, rectify, erase, restrict and port your personal data, and to object to processing. Our lawful basis is the performance of our contract with you for everything necessary to run the service, consent where we ask for it, and our legitimate interests in securing and improving the app. You may also complain to your local supervisory authority.

To exercise any of these rights, contact us at [W-05: monitored privacy contact pending].

Children

Home Handled is not intended for anyone under 18, and we do not knowingly collect personal information from children. If you believe a child has given us information, contact us at [W-05: monitored privacy contact pending] and we will delete it.

Changes to this policy

If we change this policy we will update the date at the top of this page, and where the change materially affects how your information is used we will tell you in the app before it takes effect.

Contact

Questions about this policy, or about information we hold, go to [W-05: monitored privacy contact pending].

[W-05: registered company name pending] [W-05: registered postal address pending]