Privacy Policy
Last updated: 4 October 2026
1. Scope
This Policy explains how ESOFTBAY LIMITED("Aqrio", "we", "us"), a company registered in England and Wales under company number 17390396, with its registered office at Office 1591 85 Dunstall Hill, Wolverhampton, United Kingdom, WV6 0SR, collects, uses, stores, and shares personal data when you use our website, app, WhatsApp agent, and related services.
2. Data we collect
Depending on how you use Aqrio, we may process:
| Category | Examples |
|---|---|
| Account | Name, email, phone/WhatsApp number, password (hashed), sign-in identifiers, role, avatar |
| Billing | Plan, subscription status, Stripe customer and subscription IDs, payment outcomes. Card details are handled by Stripe and not stored on Aqrio's servers. |
| Property operations | Properties, units, tenants, leases, rent schedules, maintenance tickets, vendors, emergency contacts, compliance records, uploaded documents and photos |
| Communications | WhatsApp/email conversation content between tenants, landlords, and the Aqrio agent; notification preferences |
| Technical | IP addresses, device and browser data, logs, cookies and session tokens |
| AI processing inputs | Lease text and images, Ejari certification documents, maintenance photos and descriptions, chat messages used to generate responses |
3. Why we process data
- To provide and secure the Service: authentication, subscriptions, support
- To operate rent reminders, maintenance, compliance monitoring, and reports
- To power the Aqrio Agent and related AI features
- To improve reliability and prevent abuse
- To meet legal and accounting obligations
4. Legal bases
Where applicable, we rely on: performance of a contract with you, legitimate interests (such as security and product improvement), your consent where required (for example, certain cookies or marketing), and compliance with a legal obligation.
5. Sharing
We may share data with:
- Processors: hosting providers, Stripe, email providers, WhatsApp/Meta messaging infrastructure, AI providers, analytics providers where used, and Cloudflare Turnstile for demo-form bot protection
- Your instructed recipients: tenants, vendors, or team members you configure within Aqrio
- Authorities: where legally required
We do not sell personal data. We do not use your customer content (including WhatsApp conversations, leases, tickets, and uploaded documents) to train third-party foundation models. Where we use AI providers as processors to power the Aqrio Agent, that data is processed to deliver the Service under our instructions, not to train those providers' public models.
6. International transfers
Data may be processed outside the country in which you are based, including in the United Kingdom, given ESOFTBAY LIMITED's place of incorporation. Where required by law, we use appropriate safeguards for any such transfer.
7. Retention
You may export or delete everything at any time: account data, conversations, tickets, receipts, documents, and related operational records, through the Service or by contacting [email protected]. While your account is active, we retain data only as needed to provide the Service. When you delete data or close your account, we delete it from our systems rather than keeping soft-deleted copies. If a law requires us to keep a limited billing or accounting record, we retain only that record and only for as long as required.
8. Security
We use industry-standard measures including encryption in transit, access controls, and hashed passwords. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.
9. Your rights
You can export or delete your data at any time, as described in section 7. Subject to applicable data protection law, you may also request access, correction, deletion, restriction, or portability of your personal data, and may withdraw consent where processing is based on consent. Contact [email protected]. Tenants whose data has been uploaded by a landlord should, in most cases, first contact that landlord directly; we will assist where Aqrio acts as controller or processor, as applicable.
10. Controller roles
Depending on what data is involved and who decides how it is used, Aqrio acts either as the data controller (we decide the purposes and means of processing) or as a data processor (we process on someone else's instructions). This split matters because it determines who you should contact first with a data request, and it works as follows:
| Data | Aqrio's role | Example |
|---|---|---|
| Your own landlord account, billing, and login data | Controller | We decide how your account and subscription data is used to run the Service. |
| Tenant records, leases, and messages you upload | Processor | You (the landlord) decide what tenant data is collected and why; we process it on your instructions to power reminders, tickets, and reports. |
| Vendor details you add for dispatch | Processor | You control which vendors are contacted and for what; we process that data to send and track the dispatch. |
| WhatsApp Agent conversations with your tenants | Processor | The conversation is conducted on your behalf and under your account settings; we do not decide independently what is said or collected. |
If you are a tenant and want to exercise a data right (access, correction, deletion) over information a landlord has uploaded about you, please contact that landlord directly in the first instance, since they are the controller for that data. If you are unable to resolve this with the landlord, contact us at [email protected] and we will assist where we are able to as processor.
11. Children
The Service is not directed to children. Aqrio should not be used to process a child's personal data except where necessary for tenancy records and permitted under applicable law.
12. Cookies
We use essential cookies and session tokens for login and security. Any non-essential cookies will be disclosed, and consent obtained, where required by law.
13. Changes
We may update this Policy from time to time and will revise the "Last updated" date accordingly. Material changes will be notified in-app or by email where reasonably practicable.