Privacy policy

1. Introduction

PropSuite ("we", "our", "us") operates the PropSuite platform at propsuite.ai. This policy sets out how we collect, use, disclose and protect personal data, in accordance with the Singapore Personal Data Protection Act 2012 (the "PDPA").

PropSuite is a customer relationship management platform for property agents in Singapore. It operates on the WhatsApp conversations an agent already holds, and this policy is correspondingly specific about the treatment of message data. It applies to the PropSuite web application and to the services PropSuite connects to on your behalf.

Where you access PropSuite from outside Singapore, additional laws may apply to you. The rights of access, correction and withdrawal of consent described in this policy are available to you irrespective of your location.

2. Who this policy covers

Personal data processed through PropSuite falls into two categories, which are subject to different arrangements.

• You, the agent. Data relating to your account, your WhatsApp connection and your use of the platform is data for which we are the organisation responsible under the PDPA.
• Your contacts. Clients, leads, tenants, landlords and other individuals you message. We hold their data on your behalf and on your instructions. We hold no independent relationship with these individuals, we do not market to them, and we do not use their data other than to provide the features you have enabled.

Section 3 sets out the effect of the second arrangement, including the obligations it places on you.

3. Your clients' data, and your responsibility for it

Under the PDPA, you are the organisation that collected your clients' personal data. When PropSuite stores their messages, classifies their contacts or drafts a reply, we are acting as your data intermediary: we process that data only on your instructions and only for the purposes of providing PropSuite to you. Determination of the purposes for which that data is used rests with you.

This allocation of roles has the following practical consequences.

• Notification of your clients is your responsibility. Where your clients would not reasonably expect their correspondence with you to be retained in a customer relationship management system, they should be informed. This is ordinarily addressed through your own privacy notice, or through a notification at the point of first contact. We are unable to undertake this on your behalf, as we hold no direct channel of communication with them.
• Access and correction requests are directed to you in the first instance. Where a client requests details of the data you hold, or requests its correction or deletion, you are responsible for responding. These actions may be performed within PropSuite. We will provide assistance in fulfilling such a request on request.
• Our own obligations are unaffected. Acting as an intermediary does not diminish our security or retention obligations, which the PDPA imposes on us directly. Sections 11 to 13 set out the measures we apply.

4. What we collect

Your account

When you sign in with Google, with Facebook, or with an emailed sign-in link, we receive your name, your email address and your profile photo if the provider supplies one. We do not receive or store your password for those accounts. During onboarding we also store what you tell us about your practice, including your agency, your area of focus and your preferred tone of writing.

Your WhatsApp connection

Where you connect a WhatsApp Business number, we store the identifiers issued by Meta for that number — the WhatsApp Business Account ID, the phone number ID, and the phone number itself — together with an access token enabling us to send and receive messages on that number. The token is encrypted at rest using AES-256-GCM. It is not displayed to you and is not disclosed to any third party.

Chat history, where you elect to share it

Connecting a number that is also in use in the WhatsApp Business app presents the option of transferring your existing conversations. Where you accept that prompt on your device, Meta transmits to us up to six months of your individual chats. Group chats are not included in any circumstances; WhatsApp does not synchronise them, and they are not accessible to us. Declining the prompt does not prevent connection of the number, and the account is established without imported history.

Following connection, synchronisation operates in both directions and remains active. Messages sent from your device appear in PropSuite alongside those sent from PropSuite. We accordingly receive the content, timestamps and sender of messages in those individual threads for as long as the number remains connected.

Contact records you create

The contents of the CRM: names, phone numbers, your notes, lifecycle stage, budgets, property preferences, tasks, appointments and any other information you record against a contact. We do not supplement this data from external sources and do not enrich it through data brokers.

Usage and technical data

Aggregate page and feature analytics, together with the technical data ordinarily received by a web service: IP address, browser and device type, and error logs generated on failure. This data is used to maintain the service and to assess feature usage. It is not used for advertising purposes and is not sold.

5. How we collect it

• Directly from you — registration, onboarding, contact records you create, and settings you configure.
• From your sign-in provider — Google, Facebook or the emailed sign-in link, upon your authorisation.
• From Meta — the WhatsApp connection details, imported history where you have elected to share it, and each message subsequently received on or sent from your connected number.
• Automatically, through your use of PropSuite — the analytics and technical data described above.

We do not purchase contact lists, scrape personal data, or obtain personal data concerning you or your clients from third-party data providers.

6. What we use it for

We use personal data for the following purposes and no others:

• To operate the PropSuite platform, comprising the inbox, contacts, tasks, calendar and settings.
• To send and receive WhatsApp messages on your connected number, at your instruction.
• To classify incoming conversations as work or personal, so that personal correspondence may be excluded from the CRM.
• To generate suggested replies, summaries and insights, which are subject to your review prior to transmission.
• To translate messages between English and Chinese upon your request.
• To send you service communications, including reminders, notifications, security notices and support responses.
• To secure the platform, prevent abuse, diagnose failures and enforce rate limits.
• To comply with the legal, regulatory and audit obligations applicable to us.

Should we propose to use your data for a purpose not listed above, we will obtain your consent beforehand.

7. How AI processing works

Certain PropSuite features rely on AI models. As those models operate outside our own infrastructure, this section sets out precisely what data is transmitted from the platform.

Classification of work and personal conversations

On receipt of conversations, a model is used to assess whether each conversation is of a business or personal character. The data transmitted is limited: the last five messages of a thread, each truncated to 500 characters, with digit sequences resembling phone numbers replaced by a placeholder before the request is constructed. The display name is redacted on the same basis. Full conversation history, contact notes and unrelated threads are not transmitted.

Routing of those requests

Requests are routed through OpenRouter, restricted to zero-data-retention endpoints with data collection expressly denied. The providers permitted for this purpose do not retain the prompt or the response after processing, and the routing configuration excludes any provider that would do so.

Drafting and insights

Reply drafting, summaries and conversation insights require greater context than classification, and a correspondingly larger portion of a conversation is transmitted for those purposes. These features operate only on threads retained in the CRM as work contacts, and only when the relevant feature is invoked.

Limitations on AI processing

Your messages are not used to train AI models, whether ours or those of our providers. AI output is not transmitted to a client autonomously: generated drafts remain in your composer until you elect to send them.

8. The WhatsApp connection

PropSuite connects to Meta's WhatsApp Business Platform. Upon your authorisation of the connection, we request the following permissions from Meta:

• whatsapp_business_management — to read and manage the WhatsApp Business account you connect.
• whatsapp_business_messaging — to send and receive messages on your number.
• business_management — to identify the business portfolio the number belongs to.
• public_profile — your basic Meta profile, used to complete the sign-in.

You may disconnect the number at any time through Settings, which terminates synchronisation immediately. Messages already stored are retained until deleted by you or until your account is closed. Meta operates the WhatsApp platform under its own terms; refer to Meta's Privacy Policy for its treatment of data on its side of the connection.

9. Who we share data with

We disclose personal data to the service providers necessary to operate PropSuite. Each is engaged for a specified function and is contractually bound to process the data solely for that function:

• Vercel — application hosting and delivery, and aggregate product analytics.
• Neon — the PostgreSQL database in which your account, contacts and messages are stored.
• Meta — the WhatsApp Business Platform through which your messages are carried.
• OpenRouter and the model providers to which it routes — the AI processing described in section 7.
• Google — authentication, and the translation service where a translation is requested.
• Resend — delivery of sign-in links and service emails.
• Upstash — rate limiting. This provider receives counters and identifiers only, and no message content.

Otherwise, we disclose personal data only where required by law, including pursuant to a court order, a valid request from a regulator or law enforcement authority, or in order to establish or defend a legal claim. Where we are permitted to notify you of such a disclosure, we will do so. In the event of an acquisition or merger, data may be transferred to the acquiring entity, which will remain bound by this policy until you are notified of any change.

10. What we never do

We undertake the following as binding commitments:

• We do not sell personal data, and your contact list is not made available as a product in any form.
• We do not operate advertising on PropSuite and do not use your data for ad targeting on any other service.
• We do not disclose data to data brokers, list vendors or enrichment services.
• We do not train AI models on your messages, your contacts or your notes.
• We do not review your conversations for our own purposes. Staff access is limited as described in section 13.

11. Where data is stored and transferred

PropSuite operates on cloud infrastructure, and certain of the providers listed in section 9 operate outside Singapore.

Customer data — your account, your contacts and your messages — is stored in a database located in Singapore. Certain processing nevertheless occurs outside Singapore: the WhatsApp Business Platform is operated by Meta, AI requests are routed to model endpoints through OpenRouter as described in section 7, and application hosting and delivery may be served from edge locations in other jurisdictions.

Where personal data is transferred outside Singapore, we take reasonable steps to ensure that the recipient is bound to a standard of protection comparable to that required under the PDPA, by means of the contractual terms we hold with each provider. Details of which providers hold which categories of data are available on request.

12. How long we keep data, and how deletion works

We retain personal data for as long as it is required for the purposes set out in section 6, or for as long as the law requires. The specific retention periods are as follows.

Contacts marked as personal

Deletion in this case is immediate rather than scheduled. Upon your marking a contact as personal, every message held for that contact is deleted from the database at that point, permanently, and subsequent messages from that number are not stored. We retain only a suppression record, sufficient to identify the number as personal so that it is not re-imported, which contains no message content. This mechanism governs the treatment of numbers that are also used for personal correspondence.

Contacts and messages in the CRM

Retained for the duration of your account. Deletion of a contact removes the associated data.

Disconnection of WhatsApp

Terminates synchronisation immediately and revokes the stored token. History already held in the CRM is retained until you remove it.

Closure of your account

Upon your request, we delete your account and the personal data associated with it within 30 days, including contacts, messages and the WhatsApp connection. We may retain a minimal record of the deletion itself, together with anonymised aggregate statistics from which neither you nor any individual you have messaged can be identified.

Backups and logs

Deleted data may persist for a limited period in encrypted backups and operational logs pending their rotation. Such data is not restored to the live service and is not accessible through the platform.

13. How we protect data

• All traffic to and from PropSuite is encrypted in transit using HTTPS/TLS.
• WhatsApp access tokens are encrypted at rest using AES-256-GCM, which authenticates the ciphertext in addition to concealing it.
• Every request is scoped to the authenticated account, such that one agent's data is not accessible from another agent's session.
• Internal access to production data is limited to that required to operate the service and to investigate faults reported to us.
• Rate limiting and webhook signature verification are applied to the message ingestion path.

No system is entirely secure, and we make no representation to the contrary. In the event of a data breach affecting you, we will notify you and the Personal Data Protection Commission as required under the PDPA. You should maintain a secure email account for authentication purposes, as any party with access to that account is able to request a sign-in link.

14. Your rights

You are entitled at any time to exercise the following rights:

• Access — to request details of the personal data we hold concerning you, and of the ways in which it has been used or disclosed in the preceding year.
• Correction — to have inaccurate or incomplete data corrected, whether within the application or by request to us.
• Withdrawal of consent — to disconnect WhatsApp, disable AI features, or close your account. Withdrawal of consent may render parts of PropSuite inoperable, and we will identify the affected functionality before the withdrawal takes effect.
• Portability — to request a copy of your data in a portable format.
• Deletion — to request deletion of your account and data, as described in section 12.
• Complaint — to raise a concern with us and, where it remains unresolved, with the Personal Data Protection Commission of Singapore.

Requests should be directed to the address in section 19, and we will respond within 30 days. Where a request requires a longer period, we will inform you of the reason and of the expected timeframe. We may be required to verify your identity before responding, and we may decline a request where the law requires or permits us to do so, in which case we will identify the ground relied upon.

15. Cookies and analytics

PropSuite sets cookies for a single purpose: to maintain your authenticated session and to protect it. We do not use advertising cookies, third-party trackers or cross-site profiling.

We use Vercel Analytics to measure aggregate product usage, comprising page views and feature counts. This does not extend to individual usage journeys attributable to a person, and the data is not disclosed to advertisers. Blocking cookies in your browser will prevent you from maintaining an authenticated session.

16. Links to other websites

PropSuite contains links to external websites, including property listings, Meta's documentation and resources of your own. On following such a link, you enter a third-party website governed by that party's privacy policy, and this policy ceases to apply. We do not control those websites and accept no responsibility for the data they collect.

17. Children and minors

PropSuite is a professional platform for licensed property agents and is not intended for individuals under 18 years of age. We do not knowingly collect personal data from minors as account holders. If you have reason to believe that a minor has registered an account, please notify us and we will remove it.

18. Changes to this policy

We will update this policy as PropSuite develops. The date stated at the head of this policy reflects the current version. In the case of material changes, including the introduction of a new category of data, a new purpose, or a new processor handling message content, we will notify you by email or within the application before the change takes effect, so that you may disconnect or close your account should you not wish to accept it.

19. Governing law and contact

This policy is governed by the laws of Singapore, and any dispute arising from or in connection with it is subject to the jurisdiction of the Singapore courts.

Any enquiry concerning this policy, or the exercise of any right set out in section 14, should be directed to our Data Protection Officer:

Where your concern remains unresolved, you may refer it to the Personal Data Protection Commission of Singapore at pdpc.gov.sg.