Privacy

Luxury Lab holds two different things, and they are governed differently.

• Your account. The information that makes you a customer — your name, email, workspace, plan, and how you use the product. We decide how this is handled, and this policy describes it.
• Your book. The clients, leads, listings, and correspondence inside your workspace. That belongs to you. We hold it on your behalf, act on your instructions, and never sell it, rent it, or use it to market to your clients.

• Account and identity — name, email address, and sign-in method, handled by our authentication provider. We never see or store your password.
• Workspace content — your brand profile, website, listings, marketing pieces, contacts, deals, tasks, and notes.
• Leads — the name, contact details, and messages that visitors submit through your public pages, forms, and gated pages.
• Communications — email sent and received through the platform, and, if you enable the concierge phone line, transcripts of texts and calls with it.
• Listing feeds — property data synchronized from the MLS or IDX feed you connect, under that feed's own terms.
• Billing — subscription status and history. Card details go directly to our payment processor; they never touch our servers.
• Product usage — pages viewed, features used, and errors encountered, so we can see what is working. Analytics run on our production service only.

We use this data to run the platform for you: to render your website and marketing, deliver your notifications, generate the drafts you ask for, support you when something breaks, prevent abuse, take payment, and improve the product.

We do not sell personal information, and we do not share it for cross-context behavioral advertising.

Your workspace content is not used to train third-party AI models. When you ask the concierge for a draft, the relevant context is sent to our AI provider to produce that response and is not retained by them for training.

We use a small set of service providers, each doing one job. They are bound by contract to handle data only as we instruct.

• Authentication and enterprise sign-in
• Cloud hosting, database, and file storage
• Payment processing
• Transactional and marketing email delivery
• Text messaging and voice for the concierge line, if you enable it
• AI model providers, for the drafts and answers the concierge produces
• Product analytics and error monitoring
• Calendar and CRM integrations you personally choose to connect

A current list of named subprocessors is available on request at hello@luxurylab.app.

Every workspace is a separate tenant. Isolation is enforced in the database itself — each query runs bound to one workspace, so one customer’s book cannot be read from another’s session, even in the event of a bug in application code.

Data is encrypted in transit. Credentials you give us for outside services are encrypted before storage. Access by our staff is limited to the people who need it to operate and support the service, and support sessions inside a customer workspace are logged.

We use a session cookie to keep you signed in, and local storage to remember small preferences such as which room — light, dark, or navy — you prefer. Our analytics run only on signed-in surfaces, never on the public pages your own visitors see. We do not run advertising trackers.

When someone submits a form on a page you publish, that person becomes a contact in your book. You are responsible for how you contact them afterwards — including consent for marketing email and text messages, and honoring opt-outs. Every marketing email we send on your behalf carries an unsubscribe link, and an unsubscribed contact is skipped by every future automated send.

We keep your workspace content for as long as your account is open. If you close your account, we delete or anonymize it within 90 days, except where we must keep records for tax, accounting, or legal reasons. You can ask for deletion sooner. Operational logs are kept on a short rolling window.

You can access, correct, export, or delete your data from inside the product, or by writing to us. Depending on where you live, you may also have the right to object to or restrict certain processing, and to lodge a complaint with your data protection authority. We will not discriminate against you for exercising any of these rights.

The platform is for real estate professionals and is not directed at children.

If this policy changes materially, we will tell you before the change takes effect. Questions, requests, and subprocessor lists: hello@luxurylab.app.

See also our terms of service.