Legal
Privacy
What Luxury RE collects, why it collects it, and what you can do about it. Written to describe how the platform actually behaves rather than to cover every theoretical case.
Last updated · 8 September 2026
What we collect
Account details you give us: your name, email address, phone number where you provide one, an optional profile photo, and the role you signed up as.
Activity you generate by using the platform: the homes you save, the searches you store, the enquiries you open, the messages and documents you exchange, the viewings you request, the offers you make, and the transactions you complete.
Verification material, where a tier or an agent licence requires it: identity documents and a face image, held for review.
Operational records: notification preferences, moderation and audit entries, and a log of outbound contact made through the platform.
Why we hold it
To run the service you asked for — showing your saved homes, delivering your alerts, routing your messages to the right advisor, and carrying an offer through to completion.
To keep the marketplace safe: verifying agents, reviewing listings before they go live, and investigating disputes.
To meet obligations attached to money movement and identity verification.
Who else processes it
We use a small number of third parties, each for one job. We do not sell personal data, and we do not share it for advertising.
- Stripe — card payments and escrow. Card details go to Stripe directly; we never hold them.
- Cloudinary — storage for listing photography, verification documents, message attachments and generated agreements.
- Our SMTP email provider — transactional email, including password resets, verification codes and advisor correspondence.
- Twilio — SMS notifications, and call bridging so neither party learns the other's number.
- OpenFreeMap — map tiles. Your viewport is requested from their servers when a map renders.
How long we keep it
Account and activity data is kept while your account is open. Deleting your account marks it deleted and detaches it from the public surface; records tied to a completed transaction, a dispute, or a legal obligation are retained for as long as that obligation lasts.
Expired verification tokens are purged. Audit entries are retained deliberately, because their purpose is to record who changed what.
Your choices
From your settings you can change your profile, tune which notifications reach you and by which channel, adjust privacy controls, download your data, and delete your account.
For anything the settings screen does not cover — a correction, an objection, or a question about a specific record — write to support@keyhol.me and a person will answer.
Security
Passwords are hashed, never stored in readable form. Sessions are token-based and expire. Access to a conversation, viewing or offer is gated on being a party to it.
No system is perfect. If you believe an account has been accessed without permission, contact us and we will act on it.