Privacy policy

When you enquire about a home or request a viewing, we collect the details you give us: your name, email address, phone number if you share it, your preferred dates, and anything you write in a message. If you use the chat assistant, we keep the conversation so we can pick up where you left off and improve the service. We also collect basic technical information every website receives, such as your browser type and pages visited.

We use your details to pass enquiries and viewing requests to the relevant host or seller’s agent, to reply to you, and to run and improve the platform. We do not sell your personal information, and we do not use it for advertising to third parties.

The host or seller’s agent for a home you enquire about receives the details needed to respond to you. Service providers who help us run the platform (hosting, email delivery, the AI assistant) process data on our behalf under contract. We share information with authorities only where the law requires it.

Messages you send to Kit, our assistant, are processed by an AI provider to generate replies. Don’t put sensitive information in the chat — it isn’t needed to find you a home. Payment details are never requested or accepted in chat.

Enquiry and booking records are kept while your enquiry is live and for as long afterwards as we reasonably need for record-keeping and legal purposes. Chat transcripts tied to an anonymous session are kept to provide continuity and improve the assistant. You can ask us to delete your data at any time.

We use essential cookies to make the site work — remembering your chat session, keeping you signed in if you have an account. Optional analytics are only set if you choose “Accept all” in the cookie banner, and you can change your mind at any time by clearing your browser storage for this site.

Under UK data protection law you can ask for a copy of the personal data we hold about you, ask us to correct it, or ask us to delete it. Email support@keyhold.app and we’ll respond within a month. If you’re unhappy with how we’ve handled your data, you can complain to the Information Commissioner’s Office (ico.org.uk).

Questions about this policy or your data: support@keyhold.app.