Privacy Policy

This policy describes how Latch Technologies Inc.(“Latch,” “we,” “us”) collects, uses, discloses, and protects personal information when you use the Latch mobile app, website, and related services (the “Service”). It applies to residents, property managers, concierges, employees, service providers, and visitors who interact with the Service.

We are based in Vancouver, British Columbia, Canada. We follow the British Columbia Personal Information Protection Act (PIPA), Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA), and Apple’s App Store privacy requirements.

2.1 Information you give us

• Account information. Name, email address, phone number, building, unit number, and role (resident, property manager, concierge, employee, service provider).
• Profile information. Optional details you choose to add such as a profile photo or emergency contact.
• User content. Service request descriptions and photos, package logs, parking infraction notes, notice replies, and any text or media you submit through the Service.
• Payment information. When you pay strata fees, amenity bookings, or move-in deposits, payment is processed by Stripe Inc. We do not store your full card number; we receive only the last four digits and the card brand for receipts.
• Support communications. Email or web-form messages you send to our support team.

2.2 Information we collect automatically

• Usage data. Pages and features visited, actions taken inside the app, error logs, and approximate session length.
• Device information. Device type and model, operating system version, app version, language, time zone, and an anonymous installation identifier.
• Push notification token.If you allow push notifications, your device’s push token is stored so we can deliver building alerts.
• IP address. Captured at the moment of each request to enforce rate limits and detect abuse.

2.3 Information from third parties

• Property managers. Your strata council or property management company may pre-populate your name, unit number, and email when inviting you.
• Apple / Google. If you sign in with Apple or Google, we receive only the basic profile fields you authorise (name and email).

We use personal information to:

• Provide, operate, and maintain the Service.
• Authenticate you and protect your account.
• Deliver bookings, package alerts, service request updates, and building notices.
• Respond to support requests and communicate operationally about your account or building.
• Detect and prevent fraud, abuse, and security incidents.
• Improve the Service through aggregated, de-identified analytics.
• Comply with legal obligations.

We do not sell your personal information, and we do not show third-party advertising in the app or on the website.

We share personal information only with the following categories of recipients, and only as necessary to operate the Service:

• Other users in your building.Your name, unit number, and role are visible to other authenticated users at your building who have a legitimate operational reason to see them (e.g. the concierge sees who placed a service request). Residents do not see other residents’ private contact information.
• Your property manager and strata council. They can see your account information, service requests, and building-related interactions to operate the building.
• Service providers we hire. We use vetted processors to run the Service:
  • Supabase Inc. (database and authentication, Canada)
  • Vercel Inc. (web hosting)
  • Stripe Inc. (payments)
  • OpenAI Inc. (the “Lia” AI assistant)
  • Apple Inc. and Google LLC (push notifications)
  These processors are contractually limited to using your data only to deliver the service we hired them for.
• Legal authorities. If required by valid legal process (subpoena, court order, statutory disclosure obligation) we will respond, and where lawful we will notify the affected user before complying.

We retain account information for as long as your account is active and for a reasonable period afterwards to satisfy legal, accounting, and audit requirements (typically up to seven years). When you delete your account, your personal profile is removed within 30 days and replaced with anonymised placeholders in any historical records the strata is required to keep (e.g. financial audit trails, infraction history). Backups are purged on the next scheduled rotation, generally within 90 days.

Your data is stored in Canada (Supabase Canadian region). Some sub-processors (Vercel, OpenAI, Stripe) operate from the United States. By using the Service you acknowledge that your information may be processed by those sub-processors in the United States and that, while there, it may be subject to U.S. legal process. We use industry-standard contractual safeguards with every sub-processor.

All traffic between the app or website and our servers is encrypted using HTTPS / TLS. Passwords are hashed using bcrypt-grade algorithms; we never see the plain-text password. Access to production data is restricted to a small number of authorised engineers and is logged. We perform regular vulnerability scans and respond to security reports at privacy@latch-hq.com.

You have the right to:

• Access the personal information we hold about you.
• Correct any information that is inaccurate or out of date.
• Delete your account and personal profile - see our Delete Account page for instructions.
• Withdraw consent for any optional processing (e.g. push notifications) at any time through the in-app settings.
• Lodge a complaint with the Office of the Information and Privacy Commissioner for British Columbia or the Office of the Privacy Commissioner of Canada.

To exercise any of these rights, email us at privacy@latch-hq.com. We aim to respond within 30 days.

The Service is intended for adults aged 16 and over. We do not knowingly collect information from anyone under 16. If you believe a child has provided us with personal information, contact us and we will delete it.

We may update this policy from time to time. The “Last updated” date at the top of the page reflects the most recent change. If we make a material change we will notify you through an in-app message or email before the change takes effect.

For privacy questions, requests, or complaints:

Latch Technologies Inc.
Privacy Officer
privacy@latch-hq.com
Vancouver, British Columbia, Canada