Privacy Policy

1. Overview

Acuity Leasing LLC ("Acuity," "we," "us," or "our") provides an AI-powered resident support and leasing platform for multifamily apartment communities. This Privacy Policy explains how we collect, use, disclose, and protect personal information when you use our services — including our web chat widget, SMS messaging channel, and property management dashboard.

This policy applies to two distinct groups of people:

• Residents and prospective residents who interact with the Acuity chat widget or SMS line on behalf of an apartment community.
• Property managers and operators who register for and administer the Acuity platform.

Acuity acts as a service provider to the property management company that has deployed our platform at your community. The property manager is the primary controller of resident data in their account; we process that data on their behalf under our agreements with them.

2. Information We Collect

From residents and prospective residents:

• Phone number: When you text our SMS support line, we collect your mobile phone number to route your message and deliver a reply.
• Message content: The text of your inbound and outbound messages is stored to maintain conversation context and provide accurate follow-up responses.
• Contact and leasing details: If you express interest in a unit, our AI assistant may ask for your name, email address, move-in timeline, and unit preferences so the leasing team can follow up. You can decline to provide this information at any time.
• Conversation memory: For web chat sessions, we store a compact AI-generated summary of your prior interactions (e.g., maintenance preferences, unit type mentioned) to provide more relevant responses on future visits. This memory is keyed to an anonymous session identifier stored in your browser.
• Maintenance requests: If you submit a maintenance request through our platform, we collect your description of the issue, urgency level, and any follow-up communications.
• Tour requests: If you schedule a tour, we collect your preferred date and time and any notes provided.

From property managers and operators:

• Account information: Name, work email address, and password (stored as a hashed credential).
• Property information: Community name, address, Twilio phone number, knowledge base content, and other configuration data you enter.
• Billing information: Payment details are handled entirely by Stripe and are never stored on Acuity systems.
• Usage data: Conversation volumes, AI response metrics, and feature usage telemetry used to operate and improve the platform.

3. How We Use Your Information

• To provide AI-powered responses to resident support and leasing questions
• To capture and notify property managers of new leasing inquiries
• To route conversations to human staff when escalation is needed
• To send tour reminders, follow-up messages, and review requests on behalf of the property manager
• To process and track maintenance requests
• To maintain conversation context across an active support session
• To generate usage analytics and aggregated reporting for property managers
• To send transactional emails (e.g., team invitations, account notifications)
• To detect and prevent abuse, spam, or misuse of the platform
• To comply with applicable legal obligations

We do not use resident or prospect data for advertising, profiling unrelated to leasing services, or any purpose beyond operating the Acuity platform for the property community that deployed it.

4. AI Processing & Your Data

Acuity uses the Claude API, provided by Anthropic, PBC, to generate AI responses to your messages. When you send a message through our platform, its content — along with relevant conversation history and property knowledge base context — is transmitted to Anthropic's API for processing.

Anthropic does not use API inputs or outputs to train its models. Under Anthropic's API data use policy, content submitted via the API is not used for model training by default. You can review Anthropic's privacy and usage policies at anthropic.com/legal/privacy.

Acuity may use aggregated, de-identified conversation data to evaluate and improve the quality and accuracy of responses served through our platform. We do not use personally identifiable message content for model fine-tuning.

5. SMS Messaging

Our SMS service is provided exclusively for resident support and leasing purposes on behalf of your apartment community. By texting our number, you consent to receive automated, AI-generated responses via SMS.

• Message and data rates may apply.
• You may opt out at any time by replying STOP. You will receive one final confirmation message and no further messages will be sent.
• Reply HELP to receive support information.
• No marketing, promotional, or third-party advertising messages will ever be sent via this channel.
• SMS opt-out preferences are stored per community phone number. If you interact with a different community on our platform, you may need to opt out separately.

6. Cookies & Session Storage

Our web chat widget uses browser localStorage to store an anonymous session identifier. This identifier has no connection to your name, email, or any other personally identifiable information unless you voluntarily provide it during a conversation. It is used solely to maintain conversation continuity during and across visits.

The Acuity property management dashboard uses authentication cookies to keep you signed in. These are strictly necessary and are not used for advertising or tracking.

We do not use third-party advertising cookies, cross-site tracking pixels, or behavioral analytics cookies on resident-facing surfaces.

7. Data Sharing & Subprocessors

We do not sell your personal information. We do not share your information for cross-context behavioral advertising. We may share data only in the following circumstances:

• Your property management company — the operator who deployed Acuity at your community. They may view conversation logs, prospect records, and maintenance tickets through their dashboard. Their handling of this data is governed by their own privacy practices and your lease agreement with them.
• Team members authorized by your property manager (e.g., leasing agents, maintenance staff) who access the platform under the same property account.
• Service providers and subprocessors who help us deliver the platform, each under contractual data processing obligations:
  • Anthropic — AI response generation (Claude API)
  • Twilio — SMS delivery and phone number management
  • Supabase — Database hosting and authentication (hosted on AWS)
  • Vercel — Application hosting and edge delivery
  • Resend — Transactional email delivery
  • Stripe — Payment processing (operator billing only)
  • Upstash — Rate limiting and job queue (Redis)
• Legal authorities — when required by applicable law, court order, or to protect the rights, property, or safety of Acuity, our users, or the public.
• Business transfers — in the event of a merger, acquisition, or sale of all or substantially all of our assets, your information may be transferred as part of that transaction, subject to the same privacy commitments.

8. Data Retention

We retain different categories of data for different periods:

• Conversation messages: Retained for up to 24 months to support ongoing inquiries, analytics, and property manager reporting.
• Prospect and lead records: Retained for the duration of the property account, or until the property manager deletes the record.
• AI session memory: Web chat session identifiers and associated memory profiles are retained for 90 days of inactivity, then purged.
• Maintenance requests: Retained for the duration of the property account.
• Property manager account data: Retained for the life of the account, plus up to 90 days following account closure to allow data export, then deleted.
• Billing records: Retained as required by applicable financial and tax regulations (typically 7 years).

You may request deletion of your personal data at any time by contacting us at the address below. Deletion requests are processed within 30 days subject to any legal retention obligations.

9. Security

We implement and maintain reasonable technical and organizational security measures, including:

• Encrypted data transmission (TLS 1.2+) for all data in transit
• Database-level Row Level Security (RLS) policies enforcing per-property data isolation
• Authentication via Supabase Auth with email-confirmed accounts and optional multi-factor authentication
• Role-based access controls limiting dashboard access to authorized team members
• API key rotation practices and environment-variable secret management
• Twilio signature validation to authenticate inbound SMS webhooks

No method of transmission over the internet or method of electronic storage is 100% secure. We cannot guarantee absolute security, but we are committed to promptly investigating and remediating any breach affecting your data.

10. Your Privacy Rights

Depending on where you live, you may have the following rights with respect to your personal information:

• Right to know — request a copy of the personal information we hold about you.
• Right to correct — request that we correct inaccurate personal information.
• Right to delete — request deletion of your personal information, subject to certain exceptions.
• Right to data portability — request your data in a structured, machine-readable format.
• Right to opt out of sale or sharing — we do not sell or share personal information for advertising purposes, so this right is not applicable to our current practices.
• Right to non-discrimination — we will not discriminate against you for exercising any of these rights.

To exercise any of these rights, please contact us at privacy@acuityleasing.com. We will verify your identity before processing your request and respond within 45 days (or the timeframe required by applicable law).

If your personal information is controlled by the property management company that deployed Acuity at your community, we may need to refer your request to them as the data controller. We will let you know if that is the case.

11. California Privacy Rights (CCPA/CPRA)

If you are a California resident, the California Consumer Privacy Act (CCPA) as amended by the California Privacy Rights Act (CPRA) provides you with additional rights regarding your personal information.

Categories of personal information collected: Identifiers (name, phone number, email), internet or network activity (session identifiers), and inferences drawn from personal information (AI-generated conversation summaries).

Business or commercial purpose for collection: Providing resident support services, facilitating leasing inquiries, and operating the property management platform.

Sale or sharing of personal information: Acuity does not sell personal information and does not share personal information for cross-context behavioral advertising purposes.

Sensitive personal information: We do not collect sensitive personal information as defined under CPRA (such as Social Security numbers, financial account numbers, or precise geolocation), and do not use or disclose it for purposes that would require a "limit use" opt-out right.

To submit a verifiable consumer request under the CCPA/CPRA, contact us at privacy@acuityleasing.com or call us at the number listed in Section 14.

12. Children's Privacy

Our services are not directed to children under the age of 13, and we do not knowingly collect personal information from children under 13. If we become aware that a child under 13 has provided us with personal information, we will delete it promptly. If you believe we may have inadvertently collected information from a child under 13, please contact us at privacy@acuityleasing.com.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will update the effective date at the top of this page. If you are a registered property manager, we will notify you by email or in-dashboard notice before material changes take effect. Your continued use of the platform after the effective date constitutes acceptance of the updated policy.

14. Contact

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

Acuity Leasing LLC
Texas, United States
Privacy inquiries: privacy@acuityleasing.com
General: garrett@acuityleasing.com