Privacy Policy

This policy covers the personal information of everyone who uses Artrelo: property managers and landlords, their tenants, and the vendors who take jobs. We handle it in line with applicable Canadian privacy law, including Alberta’s Personal Information Protection Act and the federal PIPEDA.

• Property managers: name, email, phone number, company, your properties and units, the vendors you add, your approval rules, and your activity in the app. If you use platform payouts, Stripe holds your card or bank details; we keep only what identifies a saved method, such as the last four digits.
• Tenants: name, email, phone number and unit; what you report, including your messages to our AI assistant, photos and videos, access notes and preferred times; your confirmations, ratings and any dispute or appeal you raise.
• Vendors: name or business name, email, phone and trade; your quotes, availability and responses; completion reports and photos, including the time each photo was taken, read from the file; and, only if you choose to share it, your location when you check in on site. Payout and identity details are collected and held by Stripe.
• Technical: sign-in cookies, logs of requests to our servers, and, for some security checks, a scrambled (hashed) form of your IP address and browser.

To run Artrelo: take and triage maintenance requests, find and contact vendors, schedule visits, verify finished work, record or make payments, send notifications (in the app, by email, and for emergencies by phone), provide support, keep the service secure, and meet legal obligations. We also use it, in aggregate, to understand how the service is used and improve it.

We do not sell personal information, and we do not use it for advertising.

When a tenant reports an issue, the text of the report and their chat with our assistant is sent to OpenAI to suggest follow-up questions, a category and an urgency. Photos are not sent to it. Under OpenAI’s terms for its API, this data is not used to train its models by default. The assistant’s output is a suggestion: a person, the property manager, decides what happens. Separately, fixed safety rules (not AI) flag reports of gas, fire, smoke or carbon monoxide as emergencies.

• Between a property manager and their tenants. A property manager sees their tenants’ requests, including the original messages sent to the AI assistant (tenants are told this in the chat). Tenants see their property manager’s name and phone number so they can reach them when something is urgent.
• With vendors, in two steps. Before accepting a job, a vendor sees the description, photos, urgency, the city, and the property manager’s name and company. After accepting, they also see the address and unit, the tenant’s first name and last initial, access notes, and the property manager’s contact details. A tenant’s phone number and email are never given to vendors.
• With service providers who run parts of Artrelo for us, under contract, and only for that purpose (listed below).
• When required by law, or to protect someone’s safety, or in connection with a sale or reorganization of our business (in which case this policy continues to apply).

Our service providers:

• Stripe: card and bank payments, and vendor payouts and identity checks
• OpenAI: reading the text of maintenance requests to suggest a category and urgency
• Cloudinary: storing photos and videos attached to requests and completed jobs
• Resend: sending email
• Twilio: automated emergency phone calls to property managers
• MongoDB Atlas: our database
• Railway: hosting the service
• Sentry: error reports, so we can fix what breaks; they carry no request contents, contact details or link tokens
• Plausible Analytics: cookieless visit counts on this marketing website only

Several of our service providers store or process information outside Canada, mainly in the United States. While it is there, it is subject to the laws of that country, which may allow authorities there to access it. You can ask us for more information about how providers outside Canada handle it.

The Artrelo app uses only essential cookies, to keep you signed in. It does not use analytics or advertising trackers.

This marketing website uses Plausible Analytics, which sets no cookies, collects no personal data and does not track visitors across sites. It counts pages viewed, which buttons were clicked, whether the contact form was started and sent, and the portfolio-size range chosen on it. What you type into the form is never sent to analytics.

Information is encrypted in transit and at rest, access is limited to what each person and service needs, vendor job links expire, and passwords are stored only as secure hashes. No system is perfectly secure; if a breach puts you at real risk of significant harm, we will tell you and the regulator as the law requires.

• Account information: while the account is open.
• Maintenance requests and their history: while the property manager’s account is open, because they are the property’s maintenance record. A rejected request that is not appealed is deleted when its appeal window closes.
• Payment and payout records: as long as tax and accounting law requires, even after an account closes.
• After an account closes, we delete or anonymize the rest within 90 days. Backups expire on their own schedule.

You can ask to see the personal information we hold about you, ask us to correct it, or withdraw your consent (which may mean we can no longer provide the service). You can also ask us to stop non-essential emails. A tenant’s requests also belong to their property manager’s records, so some requests are best made to them as well.

We will reply within 30 days. If you are not satisfied, you can complain to the Office of the Information and Privacy Commissioner of Alberta or the Office of the Privacy Commissioner of Canada.

Artrelo is not meant for children under 16, and we do not knowingly collect their information.

We may update this policy. Material changes will be posted here with a new date, and we will email account holders about them before they take effect.

Our privacy contact handles questions and requests about personal information. Email [email protected].