Privacy Policy

1. Who we are

This Privacy Policy explains how KEY PROPERTY INSIGHTS LTD collects, uses, stores and protects personal data when you use KeyWise.

In this Privacy Policy, "KeyWise", "we", "us" and "our" mean:

KEY PROPERTY INSIGHTS LTD
Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
Company number: 17018985
Contact email: hello@getkeywise.com

KeyWise is the data controller for the personal data described in this Privacy Policy, unless we tell you otherwise.

Where we process personal data on behalf of a business customer, such as an estate agent, lettings agent or other property professional using KeyWise on a business or enterprise basis, we may act as a data processor. In those cases, our processing will be governed by a separate Data Processing Agreement where required.

2. What this policy covers

This Privacy Policy applies to personal data processed through:

• -our website
• -our app and in-product features
• -account registration and login
• -property viewing, note-taking and checklist features, including the Viewing Guide
• -property reports and related outputs
• -sharing reports with people you choose
• -AI-assisted analysis and decision-support features
• -customer support
• -payment and account administration
• -communications we send to you about your account, purchases or our services
• -optional partner or referral features where you choose to use them

This Privacy Policy should be read together with our Terms and Conditions and Cookie Policy.

3. What personal data we collect

Depending on how you use KeyWise, we may collect the following categories of personal data.

a. Account and contact data

• -your name
• -email address
• -login and authentication data
• -account preferences
• -account settings
• -subscription or purchase status
• -communications preferences

b. Property and viewing data

• -property links or addresses you submit
• -property details you enter or confirm
• -saved properties
• -viewing records
• -viewing notes
• -answers to property questions or checklists
• -property condition observations
• -room-by-room information
• -information about defects, repairs, risks or concerns
• -information you provide about your own buying preferences or property requirements
• -interactions with reports, saved outputs and in-product features

c. Photos, voice notes and related content

When you use the Viewing Guide, we collect:

• -photos you take or upload of a property
• -optional voice notes you record during or after a viewing
• -written transcripts of those voice notes
• -your answers and notes for each room or area
• -basic technical details of each upload, such as the time it was taken and the file size

We use your photos, voice notes and transcripts only to produce your report, show it back to you, and let you share it if you choose. We do not use them to train AI models. We do not share them with estate agents, sellers, brokers or advertisers.

What happens to them:

1. Before a photo leaves your phone, the app re-saves it at a smaller size. This removes the location data and other details your phone may have embedded in the original file.
2. Photos and voice notes are uploaded to our secure storage, provided by Supabase in the UK/EU.
3. Your photos, transcripts and answers are sent to our AI provider, Anthropic, which checks each photo for visible issues and helps write your report. Voice notes are sent to OpenAI to be turned into text.
4. They are kept with your viewing so you can reopen, rebuild or share your report.

How long we keep them: until you delete them, delete the viewing, or delete your account. We do not currently delete them automatically. See section 11.

If you use the Negotiator feature, your voice is processed by ElevenLabs to run the spoken conversation.

Voice recordings are not used by KeyWise to identify you, authenticate you or create a biometric profile.

d. Device, technical and usage data

• -device type
• -browser type
• -operating system
• -IP address
• -approximate location derived from IP address
• -app, log and diagnostic information
• -pages viewed
• -features used
• -timestamps
• -referral source
• -cookie and analytics identifiers
• -information about how users interact with our website, app, reports and communications

e. Communications data

• -emails or messages you send to us
• -customer support requests
• -feedback
• -survey responses
• -complaints
• -records of communications with us

f. Payment and transaction data

Where you purchase paid features, we may process information relating to:

• -the product or feature purchased
• -purchase date
• -amount paid
• -payment status
• -invoice, receipt or transaction reference
• -refund or cancellation requests

Payment card details are processed by our payment provider, Stripe, and are not stored by KeyWise.

g. Generated outputs and inferred data

• -AI-assisted property observations
• -risk flags
• -condition summaries
• -indicative repair cost ranges
• -indicative price estimates
• -offer considerations
• -report summaries
• -property comparison outputs
• -decision-support information generated from information you provide and other available data sources

These outputs are generated to support your own property review and decision-making. They are not professional advice, formal valuations, surveys, guarantees or instructions to act.

h. Information about people you share a report with

If you share a report, we collect the email address of each person you share it with and a record of when they open it. See section 9A.

4. Special note about home viewings and third-party data

KeyWise is designed to help users assess properties. Because users may upload photos, notes or audio taken during or after property viewings, content submitted to KeyWise may incidentally include information about third parties, such as:

• -homeowners
• -occupiers
• -estate agents
• -letting agents
• -contractors
• -neighbours
• -visitors
• -other people present at or connected to a property

We do not ask users to upload personal documents, identify individuals, or deliberately collect unrelated private information.

Users should ask the estate agent, owner or occupier for permission before taking photos or recording audio, and should avoid capturing or uploading:

• -people, especially children
• -personal documents
• -financial information
• -passport, driving licence or ID information
• -medical information or medication labels
• -computer screens
• -private correspondence
• -security codes
• -unrelated private possessions
• -any other unrelated private or sensitive material

Our lawful basis for information about other people. A photo, voice note or transcript may include information about someone else, such as an occupier's belongings or an agent's comments. We process this on the basis of legitimate interests: helping a buyer assess a property before making one of the largest purchases of their life. We have weighed this against the privacy of occupiers and others. To keep the impact low, we:

• -ask users to get permission before photographing or recording, and not to capture people or personal items
• -use the content only to produce that buyer's report
• -never use it to identify or profile anyone
• -never share it with anyone the buyer has not chosen
• -delete it on request where the law allows (see section 18)

If you believe information relating to you has been uploaded to KeyWise without your knowledge, contact us at hello@getkeywise.com.

5. How we use personal data

We use personal data to:

• -create and manage user accounts
• -provide our website, app and core service features
• -allow users to save property information and viewing records
• -process property links, addresses and user-submitted property information
• -generate reports, observations, indicative estimates, cost ranges and decision-support outputs requested by users
• -process and analyse uploaded text, photos and optional audio
• -generate transcripts from optional voice notes
• -let users share reports with people they choose
• -provide support and respond to user queries
• -process payments, purchases, refunds and account administration
• -maintain security and prevent misuse
• -detect fraud, abuse, unauthorised access or technical issues
• -troubleshoot and improve the performance of our services
• -understand how people use our website, app and reports
• -test, improve and develop our services
• -communicate with users about their accounts, purchases, service updates and support requests
• -comply with legal and regulatory obligations
• -establish, exercise or defend legal claims

We may also use anonymised or aggregated information for analytics, research, product development, investor reporting, commercial planning and service improvement. Where information has been anonymised, it no longer identifies you.

6. Our lawful bases for processing

Under UK data protection law, we must have a lawful basis for processing personal data. The lawful basis we rely on depends on the activity.

a. Contract

We process personal data where necessary to provide the services you have asked us to provide. This includes processing needed to:

• -create and manage your account
• -store your viewing records and saved properties
• -generate reports and outputs you request
• -share reports with people you choose
• -provide paid features
• -process purchases
• -deliver customer support relating to your use of KeyWise

b. Legitimate interests

We process personal data where necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. Our legitimate interests include:

• -operating and improving KeyWise
• -maintaining the security and integrity of our systems
• -detecting abuse, fraud or misuse
• -responding to support issues
• -handling complaints and disputes
• -improving website and app performance
• -carrying out limited internal analytics and service improvement
• -developing new features
• -protecting our business and legal rights
• -helping buyers assess a property, where their content incidentally includes information about other people (see section 4)
• -delivering shared reports securely to the people a buyer chooses (see section 9A)

Where we rely on legitimate interests, we consider the impact on individuals and balance our interests against their rights. A summary of our Legitimate Interests Assessment may be requested by contacting hello@getkeywise.com.

c. Consent

We rely on consent where required, including for:

• -non-essential cookies and similar technologies
• -optional marketing communications where consent is required
• -optional features where the law requires consent

Where we rely on consent, you may withdraw consent at any time.

d. Legal obligation

We may process personal data where necessary to comply with legal or regulatory obligations, including accounting, tax, company law, consumer protection, data protection and law enforcement obligations.

e. Legal claims

We may process personal data where necessary to establish, exercise or defend legal claims.

7. AI-assisted analysis and automated processing

KeyWise uses AI-assisted tools and automated processing to help analyse information submitted by users and generate property-related outputs. These outputs may include:

• -property observations
• -condition flags
• -risk summaries
• -indicative repair cost ranges
• -indicative price estimates
• -report summaries
• -offer considerations
• -decision-support information

KeyWise outputs are generated using information you provide, available property data, public or licensed reference sources, third-party services and automated processing.

KeyWise outputs are intended to support your own review and decision-making. They are not legal advice, financial advice, mortgage advice, surveying advice, valuation advice, estate agency advice, insurance advice or any other form of professional advice.

KeyWise does not make legally binding decisions about you. KeyWise does not decide whether you can buy a property, obtain a mortgage, obtain insurance, proceed with a transaction or access a legal right.

However, KeyWise outputs may influence decisions you choose to make about a property. You should review all outputs carefully, use your own judgement and seek independent professional advice where appropriate.

You may contact us at hello@getkeywise.com if you believe an output is materially inaccurate or if you want us to review how a particular output was generated.

Which AI providers we use. Anthropic analyses your photos, transcripts, answers and property data to produce findings and write your report. OpenAI turns voice notes into text. ElevenLabs runs the voice in the Negotiator, only if you use it. Anthropic and OpenAI process your content on our instructions and, under their API terms, do not use it to train their models. We do not use your photos, voice notes or transcripts to train AI models either.

8. Where we get data from

We collect personal data and property-related information from:

• -you directly
• -information you submit through the website or app
• -property links, addresses or details you provide
• -uploaded photos, notes or optional audio
• -your use of our website, app and reports
• -your communications with us
• -payment and account administration systems
• -public or licensed reference sources that help us enrich property-related outputs

Reference sources may include, where applicable:

• -HM Land Registry
• -local authority information
• -planning datasets
• -police or crime datasets
• -transport datasets
• -environmental datasets
• -flood risk data
• -energy performance data
• -school and local area datasets
• -broadband and mobile coverage datasets
• -property listing and market data
• -title, tenure or property attribute datasets
• -other public or licensed property, locality or infrastructure datasets

These sources are used to support property-related features and outputs. We do not treat these reference sources as account recipients.

9. Who we share personal data with

We do not sell personal data.

We only share personal data where necessary to operate KeyWise, provide requested features, process payments, maintain security, comply with law, or where you choose to use an optional partner feature.

Where you choose to request contractor referrals, repair quotes or similar partner services, we may share relevant information with the partner you select or authorise. For example, if KeyWise offers an optional contractor referral or repair quote feature, we may share information such as your property defect summary, indicative repair cost range, postcode and contact details with the relevant partner only where you choose to request that referral or quote.

We do not share personal data with estate agents, sellers, brokers, advertisers or other third parties for their own marketing purposes unless we clearly tell you and have an appropriate lawful basis.

9A. Sharing your report

You can share a paid report by link with people you choose, such as your mortgage broker, solicitor or partner. You can also share an agent-safe version, which leaves out the estimated value, offer plan, verdict, negotiating position and comparables.

When you share a report, we collect:

• -the email address of each person you share with
• -the one-time code we send them to open the link
• -when and how often they open it

We tell you who has opened each link, and email you the first time each person opens it. Links stop working after 30 days, and you can switch a link off at any time. A shared report may include your photos.

We process your data here to provide the feature you asked for (contract). We process recipients' data on the basis of legitimate interests: delivering a report securely to the person it was meant for and stopping it being forwarded.

If someone has shared a report with you: we use your email address only to send your code and record when you open the link. We do not add you to any marketing list. Contact hello@getkeywise.com to have your details removed.

10. International transfers

Some of our service providers may process personal data outside the United Kingdom. In particular, Anthropic, OpenAI, Resend and Stripe may process personal data in the United States.

Where personal data is transferred internationally, we take steps required by UK data protection law to ensure appropriate safeguards are in place. These safeguards may include:

• -adequacy regulations
• -the UK International Data Transfer Agreement
• -the UK Addendum to the EU Standard Contractual Clauses
• -contractual safeguards with service providers
• -other lawful transfer mechanisms recognised under UK data protection law

You may contact us at hello@getkeywise.com for more information about international transfer safeguards.

11. How long we keep personal data

We keep personal data only for as long as reasonably necessary for the purposes described in this Privacy Policy.

We do not currently delete viewing content automatically. If we introduce automatic deletion, we will update this table first. When you delete something, it is removed from your account straight away and from our backups as they are replaced, within 30 days.

We may anonymise or aggregate personal data so it no longer identifies you, and use it for analytics, research, product development and service improvement.

12. Account deletion

You may request deletion of your account by using the account settings, where available, or by contacting hello@getkeywise.com.

Following account deletion:

• -your personal profile and login data will be deleted or deactivated within a reasonable period
• -your viewings, photos, voice notes, transcripts and reports will be deleted and cannot be recovered
• -you should download any reports you wish to keep before requesting deletion
• -some data may be retained where required for legal, accounting, tax, security, fraud prevention, complaints or dispute-resolution purposes
• -anonymised or aggregated data may be retained where it no longer identifies you

Anonymised report findings. When you get a report, we may keep an anonymised copy of its findings to improve KeyWise. It doesn't include your name, photos, voice notes or the exact address, and it can't be linked back to you, so we keep it even if you delete your account. It holds details such as property type, number of bedrooms, postcode district, month and year, the issues found, repair cost ranges, the estimated value and the verdict.

13. Security

We use appropriate technical and organisational measures designed to protect personal data against unauthorised access, loss, misuse, alteration or disclosure. These measures may include access controls, authentication, encryption, secure hosting, monitoring, backups, internal policies and supplier due diligence.

However, no internet-based service can be completely secure. We cannot guarantee absolute security.

If you believe your account or personal data may have been compromised, contact us immediately at hello@getkeywise.com.

14. Personal data breaches

If we become aware of a personal data breach that is likely to result in a risk to your rights and freedoms, we will notify the Information Commissioner's Office within 72 hours of becoming aware of it, where required by law.

Where a breach is likely to result in a high risk to your rights and freedoms, we will also notify you directly without undue delay, where required by law.

Where appropriate, our notification will describe the nature of the breach, the likely consequences, and the measures we have taken or propose to take in response.

15. Your rights

Depending on the circumstances, you may have the right to:

• -request access to your personal data
• -request correction of inaccurate or incomplete personal data
• -request deletion of your personal data
• -object to certain processing
• -request restriction of processing
• -request transfer of your data where applicable
• -withdraw consent where we rely on consent
• -object to direct marketing
• -complain to the Information Commissioner's Office

To exercise your rights, contact us at hello@getkeywise.com. We may need to verify your identity before responding to a request.

Some rights are subject to legal limitations. For example, we may need to retain certain information for legal, accounting, fraud prevention, dispute-resolution or security purposes.

16. Marketing communications

We may send you service-related communications about your account, purchases, reports, security, support requests or important changes to KeyWise.

Where permitted by law, we may also send marketing communications about KeyWise products, features, updates or offers.

You can opt out of marketing communications at any time by using the unsubscribe link in our emails or by contacting hello@getkeywise.com.

Even if you opt out of marketing, we may still send service-related communications where necessary.

17. Cookies and analytics

We use cookies and similar technologies to operate, secure, measure and improve our website and app.

Some cookies are necessary for the service to work. Others, such as analytics cookies, are used only where permitted by law and, where required, with your consent.

We may use Google Analytics or similar analytics tools to understand how users interact with KeyWise. Microsoft Clarity runs on our marketing website only.

For more information, please see our Cookie Policy.

18. Information for homeowners, occupiers, estate agents and other third parties

If you are a homeowner, occupier, estate agent, letting agent, contractor, neighbour or another person who believes information relating to you has been uploaded to KeyWise by a user, you may contact us at hello@getkeywise.com.

Please explain:

• -who you are
• -why you believe the information relates to you
• -what information you believe has been uploaded
• -what action you are requesting

We will review requests in line with applicable data protection law. We may need further information to verify the request and assess whether we are able or required to take action.

19. Children

KeyWise is not intended for use by children. You must not create an account or use KeyWise if you are under 18.

Users should avoid capturing or uploading images, audio or information relating to children during property viewings unless strictly necessary and lawful.

If you believe a child's personal data has been uploaded to KeyWise, contact us at hello@getkeywise.com.

20. Third-party links and services

Our website, app or reports may contain links to third-party websites, services or partners.

We are not responsible for the privacy practices, content or security of third-party websites or services. You should read their privacy policies before using them.

21. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. When we make changes, we will update the "Last updated" date at the top of this page.

Where changes are material, we may notify you by email, in-app notice, website notice or another reasonable method.

22. Contact and complaints

If you have questions about this Privacy Policy or how we process personal data, contact:

KEY PROPERTY INSIGHTS LTD
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
United Kingdom
hello@getkeywise.com

You also have the right to complain to the Information Commissioner's Office if you believe your data protection rights have been infringed. The Information Commissioner's Office is the UK regulator for data protection.