Your privacy is important to us. This Privacy Policy explains how Collab Z Inc. and its affiliates and property management entities, referred to as “Collab,” “we,” “us,” or “our,” collect, use, share, and protect information when you use Colby, Collab’s AI-powered tenant assistant.

This Privacy Policy applies to Colby when accessed through WhatsApp, Telegram, SMS, email, web pages, or any other supported channel.

By using Colby, you agree to this Privacy Policy. If you do not agree, please do not use Colby.

1. Information We Collect

We collect information that you provide to us, information collected automatically when you use Colby, and information from Collab’s existing property management systems.

Information You Provide

When you use Colby, you may provide information such as:

• Your name
• Email address
• Phone number
• Property and unit information
• Messages you send to Colby
• Maintenance request details
• Photos, videos, or other attachments you choose to send
• Feedback about Colby
• Support requests
• Information needed to verify your identity

Please do not send sensitive personal or financial information through Colby, such as Social Security numbers, payment card numbers, bank account details, passwords, or other highly sensitive information.

Verification Information

To use Colby, you may need to verify your identity. Colby may send a one-time passcode to the email address associated with your lease or tenant profile.

We may collect information related to this verification process, including:

• Whether a verification code was sent
• Whether verification was completed
• The messaging channel used
• The phone number or account identifier used to contact Colby
• Date and time of verification
• Security or error logs related to verification

Information Collected Automatically

When you use Colby, we may automatically collect technical and usage information, such as:

• Messaging channel used, such as WhatsApp, Telegram, or SMS
• Message timestamps
• Conversation history
• Feature usage
• Error logs
• Delivery status
• Device, browser, or IP information if you access Colby through a web interface
• General analytics about how Colby is used

Information from Collab Systems

Colby may use information from Collab’s existing records to help provide tenant support. This may include:

• Tenant profile information
• Property and unit information
• Lease-related information
• Maintenance request history
• Support history
• Property rules or procedures
• Resident Center or property management system information

Colby does not currently process rent payments. Rent payments should continue to be made through Resident Center or the normal Collab-approved payment process.

2. How We Use Information

We use the information we collect to:

• Provide and operate Colby
• Verify tenant identity
• Respond to tenant questions
• Help with non-emergency maintenance requests
• Route questions or requests to Collab staff
• Send support, verification, and service-related messages
• Troubleshoot technical issues
• Improve Colby’s responses and performance
• Monitor safety, quality, and accuracy
• Prevent fraud, misuse, unauthorized access, or security issues
• Manage incentives, rewards, or rent credits where applicable
• Maintain property management records
• Comply with legal, regulatory, or operational requirements

We may also use conversation data and feedback to improve Colby and Collab’s tenant support workflows.

3. AI and Human Review

Colby uses artificial intelligence to generate responses and assist with tenant support.

Colby conversations may be reviewed by authorized Collab staff, contractors, technology providers, or service providers for purposes such as:

• Responding to tenant requests
• Improving Colby
• Correcting inaccurate or unclear responses
• Reviewing maintenance requests
• Escalating issues to the right team member
• Troubleshooting technical problems
• Monitoring safety and service quality

Colby’s responses may sometimes be incomplete, inaccurate, or misunderstood. Collab may review, correct, or override Colby responses when appropriate.

4. How We Share Information

We do not sell your personal information.

We may share information when needed to provide Colby, operate Collab’s property management services, or comply with legal requirements.

We may share information with:

• Collab affiliates and property management entities
• Collab staff and authorized contractors
• Property managers and operations team members
• Maintenance vendors or service providers
• Technology providers that help operate Colby
• Messaging providers, such as SMS, WhatsApp, or Telegram-related service providers
• Email providers used for verification and notifications
• Cloud hosting, analytics, database, and support providers
• Property management platforms, where needed for service requests or tenant records
• Legal, compliance, or security advisors
• Government or legal authorities when required by law

We may also share information with your consent or at your direction.

5. Third-Party Messaging Services

Colby may be accessed through third-party services such as WhatsApp, Telegram, or SMS.

Your use of those services is also subject to their own terms and privacy policies. Collab does not control how WhatsApp, Telegram, mobile carriers, or other third-party messaging services process your information.

Message and data rates may apply when using SMS or mobile messaging services.

6. Cookies and Tracking Technologies

If you access Colby through a website or web-based page, we may use cookies, pixels, analytics tools, or similar technologies to understand usage, improve the service, measure performance, and support security.

You may be able to limit cookies through your browser settings. Some features may not work properly if cookies are disabled.

7. How We Protect Information

We use reasonable administrative, technical, and organizational safeguards to protect information we collect and process.

These safeguards may include:

• Access controls
• Verification processes
• Encryption where appropriate
• Logging and monitoring
• Limiting access to authorized personnel
• Security reviews and troubleshooting

However, no system is completely secure. We cannot guarantee that Colby or related systems will always be free from unauthorized access, errors, outages, or security incidents.

If you believe your information may not be secure, contact us immediately at {{Support Email}}.

8. Your Choices

You may contact us to request that we review, update, correct, or delete certain personal information, subject to legal, lease, property management, operational, and recordkeeping requirements.

You may also stop using Colby at any time.

If you use SMS, you may be able to reply STOP to opt out of certain SMS messages, depending on the number and provider used. Opting out may limit your ability to use Colby through SMS.

Some communications, such as verification messages, support updates, maintenance-related messages, or legally required notices, may still be necessary to provide services or manage your tenancy.

9. Data Retention

We retain information for as long as reasonably necessary to:

• Provide Colby
• Support tenant requests
• Maintain property management records
• Resolve disputes
• Improve the service
• Protect security
• Comply with legal obligations
• Enforce agreements
• Support maintenance, lease, or operational processes

We may retain certain records even after you stop using Colby if required or appropriate for legal, accounting, security, property management, or business purposes.

10. Sensitive Information

Please do not send sensitive information through Colby unless Collab specifically provides a secure approved method.

This includes:

• Social Security numbers
• Payment card numbers
• Bank account information
• Passwords
• Medical information
• Government ID numbers
• Sensitive personal documents
• Information belonging to another person without permission

If you send sensitive information to Colby, we may delete, restrict, secure, or ignore that information where appropriate.

11. Children’s Privacy

Colby is not intended for children under the age of 13.

We do not knowingly collect personal information from children under 13. If we learn that we have collected information from a child under 13, we will take reasonable steps to delete it.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time.

If we make changes, we may update the “Last updated” date above. We may also provide notice of material changes by email, website notice, or another appropriate method.

Continued use of Colby after an updated Privacy Policy is posted or provided means you accept the updated Privacy Policy.

13. Contact Us

If you have any questions about this Policy, your Personal Information, or the Services, you can contact support@collabhome.io.

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