Privacy Policy

Who this covers

Our customers are the people who create an account: hosts with short-term rentals, landlords with long-term tenants, and cleaning businesses.

Our customers also enter information about other people so the service can work: guests and tenants, cleaners and team members, and the clients of a cleaning business. For that information we act on our customer's behalf, and they decide what to enter. This policy still tells those people what we do with it.

Cleaners who apply to clean for Rentalhand, and anyone who uses our request-info form, are covered here as well.

Information you give us

Account details: your name, email address and password, or your name and email from Google or Apple if you sign in that way. A phone number if you add one for alerts.

Property and booking details: property names, addresses, rooms, check-in and checkout times, guidebooks, house rules, and reservations you add by hand.

Calendar links from Airbnb, Vrbo or Booking.com. We store them encrypted and read them only for booking dates and blocked dates.

Long-term rentals: units, tenant names and contact details, lease terms, rent amounts, rent payments (recorded by you or paid online), the lease documents you send for signature, and the Stripe account rent is paid into.

Cleaning businesses: your business details, clients and their homes, job schedules, prices, quotes, invoices and receipts, team members, their pay rates, availability and time off, and hours worked.

Requests and applications: what you write in the request-info form, and the name, contact details, service area, experience and availability in a cleaner application.

Information about guests, tenants, cleaners and clients

Guests: the name and dates of a booking; an email or phone number if the host adds one; messages, house-rule agreement, problem reports and photos sent from the guest check-in page; requests for extras; and the result of an ID check if the host requires one.

Tenants: name, email, phone and the lease details the landlord enters; for electronic signing, when the document was viewed and signed, the signature, the IP address and the browser used, which form the signing record attached to the lease. On the tenant page: repair requests and their photos, and for online rent, the payment status and the bank or card label (such as the bank name and last four digits) for autopay.

Cleaners and team members: name, phone and email; the jobs assigned; checklist progress, before-and-after photos, damage and lost-item reports; times clocked in and out; and messages with the host or business. We do not collect your location.

Clients of a cleaning business: name, email, phone, home address and access notes; cleaning schedule and history; ratings, comments and messages; invoices and payments.

Information we receive from connected services

Email: if you connect Gmail or Outlook, or forward emails to your Rentalhand address, we read only booking-platform notification emails (from Airbnb, Vrbo and Booking.com) to file guest messages, bookings and payouts in your inbox. We do not read other email in the mailbox. You can disconnect at any time.

Payments: card and bank payments, saved cards and bank accounts, and payouts run through Stripe. We never receive full card or bank account numbers; we keep the brand or bank name, the last four digits and the payment status. A cleaning business or landlord that takes payments completes identity and bank verification directly with Stripe.

Guest ID checks: when a host requires one, the guest verifies with Stripe Identity, which collects the ID document and a selfie. We receive the result and the verified name, not the images.

Smart devices: when a host connects locks, thermostats or noise sensors through Seam, we receive device names and status, readings such as temperature and noise level, and the access codes we create for each stay, cleaner or visitor.

Information collected automatically

Like most websites, our servers record technical details such as IP address, browser type, pages requested and errors, to keep the service secure and working.

We use cookies that keep you signed in and remember basic settings. We do not use advertising cookies or third-party tracking for advertising.

How we use information

To provide the service: show calendars and bookings, create and assign turnovers, send the messages and notifications you set up, run guest check-in pages, prepare invoices and receipts, take payments, manage leases and rent records, and produce financial summaries.

To deliver our own services when you ask for them, such as cleaning, co-hosting, management or offering a turnover to a cleaner in the Rentalhand pool.

To answer support questions and requests sent through our form.

To keep the service secure, prevent fraud and abuse, and fix problems.

To send you notices about your account and changes to the service. We do not send marketing to guests, tenants, cleaners or clients entered by our customers.

We do not sell personal information, and we do not use it for advertising.

AI features

Some features use AI from Anthropic: the guest concierge that drafts or sends answers on the check-in page, and the help assistant in the app. To produce an answer, the relevant text is sent to Anthropic, for example a guest's question with the property's guidebook and stay details, or your help question.

Anthropic processes this to return the answer and does not use it to train its models under the terms we use. A host can turn the guest concierge off at any time, and automatic replies on the check-in page are labeled as automatic.

Who we share information with

With the people you work with, as the service requires: a host's cleaner sees the jobs, access notes and photos for their turnovers, and door codes only around the cleaning window; a cleaning business's client sees their cleans, photos, invoices and messages; a guest sees their own stay; a tenant sees their own lease, invoices, receipts and repair requests on their tenant page.

Rentalhand pool cleaners who accept a job receive the property address, the cleaning window, the checklist and access instructions for that job.

Service providers that run parts of Rentalhand for us: Supabase (database, sign-in and file storage), Vercel (hosting), Stripe (payments, payouts and ID checks), Resend (email), Twilio (text messages), Seam (smart devices), Channex (the channel manager that carries a Pro property's Airbnb, Vrbo and Booking.com connection: availability, rates, stay rules, bookings and, for Airbnb, guest messages), Anthropic (AI features), and Google or Microsoft when you choose to connect a mailbox. Each receives only what it needs to do its job.

Booking platforms: on Core, Rentalhand reads the calendar links you provide and sends nothing to the platforms. On Pro, a connected property sends its availability, nightly rate and stay rules to the platform through Channex, and receives bookings, guest contact details and, for Airbnb, guest messages; the platform connection is authorised by you on the platform's own page and Rentalhand never sees your platform password. Replies you send from the inbox are delivered to the guest on the platform.

When the law requires it, to protect people's safety or rights, or as part of a sale or merger of our business, in which case this policy continues to apply.

Text messages (SMS)

Rentalhand LLC, doing business as Rentalhand, sends text messages from its own number about stays, leases, rent, cleaning jobs and requests: for example a guest's check-in page and door code, a tenant's rent reminder or a cleaner's new job. We do not send marketing texts.

A mobile number comes either from the person, on a Rentalhand form that asks for their consent to texts, or from the host, landlord or cleaning business they gave it to for that stay, lease or job. Anyone can reply STOP to stop texts from Rentalhand, START to receive them again, or HELP for help. Message frequency varies, and message and data rates may apply.

We do not sell or share your SMS opt-in data or personal information with third parties for marketing purposes. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Sharing with the subcontractors that deliver our messages or support our service, such as Twilio, is permitted. All other categories of sharing in this policy exclude text-messaging originator opt-in data and consent; this information will not be shared with any third parties.

How long we keep information

We keep account information while your account is open. Deleting a property removes its bookings, turnovers, financial entries and guidebook. When you close your account we delete your information, except records we must keep for tax, accounting or legal reasons, such as invoices, payment records and signed leases, and copies in backups that expire on a rolling basis.

ID check results stay with the booking they belong to and are deleted with it. Photos stay with the turnover or report they belong to.

Request-info messages are kept in our email only as long as needed to answer and follow up.

Security

Information is encrypted in transit and at rest. Calendar links are encrypted again with a key kept on our servers. Each account's information is separated by database access rules. Private links for guests, cleaners and clients are long and unguessable, and hosts can replace them. No system is perfectly secure, so please keep your password private and tell us if you suspect a problem.

Your choices and rights

You can view, change, export or delete most of your information directly in the app. For anything you cannot change yourself, email us.

If a host, landlord or cleaning business entered your information, you can ask them to correct or delete it, or contact us and we will help.

California residents have the right to know what personal information we collect and how we use it, to ask us to delete or correct it, and not to be treated differently for asking. We do not sell or share personal information for cross-context behavioral advertising. Residents of other states and countries may have similar rights, and we honor those requests too.

To make a request, email us from the address on your account, or tell us how to reach you. We may ask for information to confirm it is you, and we answer within the time the law allows.

Children

Rentalhand is not meant for children under 18, and we do not knowingly collect information from them.

Where information is stored

Rentalhand is run from the United States, and information is stored and processed there.

Changes to this policy

We will post changes on this page and update the date at the top. If a change is significant, we will also tell account holders by email or in the app before it takes effect.