Privacy Notice

KeyLo is responsible for deciding how personal information collected through the service is used and protected. Privacy enquiries may be sent to support@keylo.rent.

We may collect:

• Name, email address and telephone number.
• Account, booking and payment-reference information.
• Property details submitted as part of a booking or listing.
• Landlord and letting-agent contact details.
• Property-listing information, including uploaded photographs and videos.
• Inspection photographs, videos and written observations.
• Evidence or explanations concerning authority to list a property.
• EPC and gas-safety declarations.
• Home-search requirements and alert preferences.
• Communications between renters and listing providers through KeyLo.
• Support messages and correspondence.
• For representative applications and assigned inspection visits: application details, identity-check information and job-specific evidence including timestamps and location records.
• Records of consent and acceptance of terms.
• Device, session and security information where collected for account protection.

We collect information when you create an account, request or manage a booking, submit or respond to a property listing, use the Find a Home service, contact support, apply to become a representative, carry out an assigned inspection visit, or otherwise provide information through KeyLo.

We use it to provide and secure accounts, arrange inspection visits, prepare and quality-review reports, communicate about bookings, process listings, deliver home-search results and alerts, assess representative applications, prevent misuse, respond to enquiries and meet legal obligations.

Photographs, videos and written observations captured during an inspection are used to prepare, review and deliver the customer's private report. Access is restricted to people who need the material to perform, review, support or secure the service. Representatives must not use inspection material for their own purposes. KeyLo will not use private inspection media for advertising or publish it publicly without appropriate permission.

Intended retention periods for inspection material:

• Original photographs and videos: up to 24 months after delivery.
• Completed reports: up to 24 months after delivery.
• Quality-review copies: up to 24 months after delivery.
• Failed or cancelled bookings where no inspection was completed: up to 6 months.

Depending on the activity, we process information to perform a contract, comply with a legal obligation, pursue legitimate interests such as service security and quality assurance, or where you have given consent.

We share information only where necessary with an assigned representative and providers supporting hosting, databases, authentication, payments and email. Where a provider processes information outside the UK, KeyLo will use the safeguards required by UK data-protection law.

When you ask a question about a listing or reply to one, KeyLo passes the message to the other party without sharing either person's email address or phone number directly. KeyLo staff do not routinely read or monitor these messages. KeyLo may access messages where reasonably necessary to investigate a complaint, respond to a safety concern, prevent misuse or comply with legal obligations.

For an assigned inspection, KeyLo may record limited check-in, check-out, timestamp or visit-location information to confirm attendance, protect customers and representatives, investigate disputes and maintain service quality. KeyLo does not use this information for continuous location tracking.

Service messages necessary to manage an account, booking, listing or inspection are not promotional marketing. Property alerts are sent where requested and can be disabled. Promotional messages will be sent only where permitted, and each message will provide an appropriate way to opt out.

KeyLo accounts and paid services are intended for people aged 18 or over. KeyLo does not knowingly offer accounts or paid services directly to children.

KeyLo uses HTTPS, access controls, secure authentication, restricted administrative access and other technical and organisational safeguards appropriate to the information processed. No internet service can promise absolute security.

Information is kept only for as long as needed for service delivery, safety, complaints, accounting and legal obligations. Account information is kept while the account remains active; unsuccessful representative applications are normally kept for up to 12 months; booking and report records are normally kept for up to 24 months; and financial records may be kept for up to six years where required.

KeyLo may use essential cookies or browser storage for authentication, session continuity, security and booking functions. We will not activate non-essential analytics or marketing technologies without the required notice and consent. See our Cookie Policy for details.

Depending on the circumstances, you may request access, correction, deletion, restriction or portability, or object to processing. KeyLo may need to verify your identity before responding and will normally respond within the legally applicable period. Some information may need to be retained where required for legal, accounting, fraud-prevention or dispute purposes. Contact support@keylo.rent to make a request.

Please contact KeyLo first so we can investigate your concern. You also have the right to complain to the UK Information Commissioner's Office.