This Privacy Policy explains how personal information is collected, used, stored, disclosed, and protected when you use this mobile application, its associated website, administrative systems, and related services collectively referred to as the “Service.”
The Service is provided using technology developed and operated by TownTender, LLC (“TownTender,” “we,” “us,” or “our”) for the community owner, operator, management company, homeowners’ association, or other organization responsible for your community (the “Community Operator”).
By accessing or using the Service, you acknowledge the practices described in this Privacy Policy.
If you do not agree with this Privacy Policy, you should not use the Service.
The Community Operator generally determines why and how residents’, visitors’, employees’, contractors’, and service providers’ personal information is processed. In these circumstances, the Community Operator acts as the data controller or equivalent entity under applicable law.
TownTender generally processes this information on behalf of the Community Operator as a data processor or service provider.
TownTender may act as an independent data controller for limited purposes, including:
Protecting the security and integrity of its systems
Preventing fraud and misuse
Maintaining technical and security logs
Providing technical support
Complying with legal obligations
Establishing, exercising, or defending legal claims
Improving the reliability and performance of the Service using aggregated or de-identified information
Questions concerning community records, account approval, property ownership, charges, access permissions, or community decisions should normally be directed to the Community Operator.
The information collected depends on your relationship with the Community Operator and the features enabled within the Service.
We may collect:
Full name
Mobile phone number
Email address
Password or authentication credentials
Profile photograph
Preferred language
Account type, role, and permissions
Account creation and verification information
Passwords are stored using security measures designed to prevent them from being read in plain text.
We may collect:
Community name
Property, unit, building, or zone details
Ownership, tenancy, occupancy, or residency status
Vehicle details and license plate numbers
Family-member or household information
Community membership or identification numbers
Documents required to verify identity, ownership, tenancy, or authorization
Where identity documents are requested, they are collected only when required by the Community Operator for verification, security, access control, or legal purposes.
When visitor-management, gate-access, QR-code, Bluetooth, beacon, or access-control features are used, we may process:
Visitor names and contact details
Identification information or identification-document images
Vehicle information
Host or inviting resident information
Visit date, time, purpose, and validity period
QR codes, access tokens, or digital credentials
Entry and exit records
Gate, door, facility, or access-point information
Access approvals, denials, and security events
Bluetooth signal information used to determine proximity to an access device
Bluetooth or nearby-device permissions may be required for proximity-based access features. These permissions do not necessarily mean that the Service continuously tracks your physical location.
When you make payments through the Service, we may process:
Payment amount and currency
Payment purpose
Invoice or bill details
Transaction date and status
Merchant, order, and transaction references
Refund and dispute information
Limited payment-method information, such as card type or masked card digits
Payments may include annual maintenance fees, electricity bills, water bills, service-request fees, reservations, subscriptions, or other amounts authorized by the Community Operator.
Full card details are normally entered directly into the systems of an authorized payment provider and are not stored by TownTender. Payment providers process payment information according to their own privacy policies and security requirements.
We may collect information contained in:
Maintenance and service requests
Complaints, inquiries, and feedback
Facility and amenity reservations
Surveys and forms
Support communications
Photographs, videos, audio, documents, or other attachments
Communications with the Community Operator or service providers
Notification preferences
Please avoid including sensitive or unnecessary personal information in free-text fields or attachments.
When you use the Service, we may automatically collect:
Internet Protocol address
Device type and manufacturer
Operating-system type and version
Application version
Device or application identifiers
Push-notification token
Language and time-zone settings
Network and connection information
Login and authentication events
Application activity and feature usage
Error reports, crash information, and diagnostic logs
Date and time of requests
Security and fraud-prevention information
Depending on the features you use, the Service may request access to:
Camera: to scan QR codes or capture photographs and documents
Photo library or files: to upload or save attachments
Bluetooth and nearby devices: to communicate with compatible access-control equipment
Location: where required by the operating system for Bluetooth scanning, maps, location-based services, or an expressly enabled feature
Notifications: to send community notices, request updates, security alerts, and service information
Microphone: only where an audio-recording or calling feature is provided
Permissions can normally be managed through your device settings. Disabling a permission may prevent the related feature from working.
We may receive personal information from:
The Community Operator
Property owners, residents, or authorized occupants
Employers or contracting organizations
Visitors or hosts
Security and access-control systems
Service providers and contractors
Payment providers and financial institutions
Customer-support and communication providers
Governmental or regulatory authorities, where legally permitted
If you provide information about another person, you must have the authority or other lawful basis to provide it.
We may process personal information to:
Create, verify, secure, and administer accounts
Confirm residency, ownership, tenancy, employment, or authorization
Provide community-management features
Process payments, bills, refunds, and transaction records
Manage service and maintenance requests
Facilitate facility reservations and community services
Create and manage visitor invitations
Operate gate, door, and facility-access systems
Send operational notices, announcements, alerts, and request updates
Provide technical and customer support
Diagnose errors and improve performance
Protect users, properties, systems, and community operations
Detect, investigate, and prevent fraud, abuse, and unauthorized access
Maintain audit, access, financial, and security records
Comply with legal, regulatory, accounting, and contractual obligations
Establish, exercise, or defend legal claims
Produce aggregated or de-identified statistics and reports
We do not use personal information for materially different purposes without providing appropriate notice or obtaining consent where required.
Where applicable law requires a legal basis, personal information may be processed based on:
Performance of a contract or provision of requested services
Compliance with legal or regulatory obligations
Legitimate interests, including security, fraud prevention, service administration, system improvement, and protection of legal rights
Consent, where processing depends on your permission
Protection of vital interests or personal safety
Performance of tasks in the public interest, where applicable
Other lawful grounds available under applicable law
Where processing is based on consent, you may withdraw your consent at any time. Withdrawal does not affect processing that lawfully occurred before withdrawal and may prevent certain optional features from operating.
We may disclose personal information to the following parties when reasonably necessary:
The Community Operator and its authorized personnel may access information necessary to manage accounts, properties, payments, requests, communications, facilities, visitors, and access permissions.
Information may be shared with authorized maintenance providers, contractors, security personnel, or other service providers to fulfil requests or provide community services.
Only information reasonably required for the relevant task should be provided.
We may use providers that support:
Cloud hosting and data storage
Databases, backups, and cybersecurity
Application diagnostics and crash reporting
Push notifications
Email, SMS, WhatsApp, or other communications
Maps and location services
Payment processing
Customer support
Access-control and identity-management systems
These providers are permitted to process information only for authorized services and are subject to contractual or legal confidentiality and security obligations where required.
We may disclose information where reasonably necessary to:
Comply with a law, regulation, court order, or lawful governmental request
Protect the safety or rights of users or others
Investigate fraud, security incidents, or unlawful conduct
Enforce applicable agreements
Establish, exercise, or defend legal claims
If TownTender or a Community Operator undergoes a merger, acquisition, financing, reorganization, sale of assets, or similar transaction, relevant information may be transferred as part of that transaction, subject to applicable law and appropriate safeguards.
TownTender does not sell personal information for monetary consideration.
The Service is not intended to use personal information for third-party behavioral advertising or to track users across unrelated applications and websites for advertising purposes.
If a particular version of the Service introduces advertising, cross-context behavioral advertising, or other processing that legally constitutes a sale or sharing of personal information, users will receive appropriate notice and privacy choices before such processing begins.
The mobile application does not generally use browser cookies in the same way as a traditional website.
Associated websites, administrative portals, embedded web pages, payment pages, and third-party services may use cookies, local storage, session identifiers, or similar technologies to:
Keep users signed in
Maintain security
Remember preferences
Process payments
Measure performance
Diagnose errors
Where required, users will be provided with cookie notices or consent controls.
Personal information is retained only for as long as reasonably necessary for the purposes described in this Privacy Policy, including applicable legal, accounting, security, dispute-resolution, and contractual requirements.
Retention periods may differ according to the type of information. For example:
Account and property records may be retained while the account or community relationship remains active.
Financial and transaction records may be retained for the period required by tax, accounting, anti-fraud, and financial laws.
Access and visitor logs may be retained according to the Community Operator’s security requirements and applicable law.
Service requests and communications may be retained while needed to provide services, resolve disputes, and maintain operational records.
Technical and security logs may be retained for a limited period necessary for security, diagnostics, and fraud prevention.
Backup copies may remain for a limited period until they are securely overwritten or deleted through the normal backup cycle.
Information may be retained for longer where required by law, necessary for legal claims, or needed to protect users and systems.
When information is no longer required, it will be deleted, anonymized, or securely isolated, subject to applicable law and technical limitations.
You may request closure of your account or deletion of personal information by:
Using the account-deletion or privacy option provided within the application, if available
Contacting the Community Operator
Contacting TownTender using the details in Section 18
A request should include sufficient information to identify the account, such as the registered name, mobile number, email address, and community.
We may need to verify your identity before processing a request.
Deleting the application from your device does not automatically delete your account or information.
Some information may be retained after account closure where:
Retention is required by law
Financial or transaction records must be preserved
The information is required for security investigations
A dispute or legal claim exists
The information relates to another person’s rights
The request is subject to a lawful exception
The information has been irreversibly anonymized
Where the Community Operator controls the requested information, TownTender may forward the request to the Community Operator or assist it in responding.
Depending on your location and applicable law, you may have the right to:
Know whether your personal information is being processed
Receive information about how it is used
Access or obtain a copy of your information
Correct inaccurate or incomplete information
Request deletion of information
Restrict or object to certain processing
Withdraw consent
Request transfer of information in a portable format
Opt out of certain sales, sharing, targeted advertising, or profiling where applicable
Appeal a decision concerning a privacy request
Lodge a complaint with an applicable data-protection authority
Be informed about certain automated decisions
These rights are not absolute and may be subject to verification and lawful exceptions.
We will not discriminate against you for exercising rights provided by applicable privacy law.
The Service may be operated using systems or service providers located outside your country.
Where personal information is transferred internationally, TownTender and the Community Operator will use safeguards required by applicable law. Depending on the jurisdiction, these may include:
Adequacy decisions
Standard contractual clauses
Approved contractual terms
Data-processing agreements
Transfer risk assessments
Consent or other lawful transfer grounds
Technical and organizational security measures
Local hosting or data-residency arrangements where legally required
The country receiving information may have different data-protection laws from your country.
We use reasonable administrative, technical, and organizational safeguards designed to protect personal information. These may include:
Encryption during transmission
Access controls and authentication
Role-based permissions
Logging and monitoring
Network and system protections
Secure development and maintenance practices
Backups and recovery controls
Confidentiality obligations
Incident-response procedures
No electronic transmission or storage system is completely secure. Therefore, we cannot guarantee absolute security.
You are responsible for keeping your credentials confidential and for promptly reporting suspected unauthorized access.
If a personal-data breach occurs, we will investigate it and take reasonable steps to contain and address it.
The Community Operator, affected users, and relevant authorities will be notified where required by applicable law.
The Service is intended primarily for adults and authorized community users. It is not directed to children for independent use unless a specific child- or family-related feature is expressly provided by the Community Operator.
Where information about a minor is required for residency, family-account, visitor, security, facility, or access purposes, it must be provided by a parent, legal guardian, or other authorized adult.
We do not knowingly collect personal information directly from a child below the minimum age permitted by applicable law without required authorization or consent.
If you believe that a child’s information has been collected improperly, please contact us so the matter can be reviewed and appropriate action taken.
The Service may contain links to, or integrations with, third-party websites, payment pages, maps, communication platforms, or other services.
Those third parties operate under their own terms and privacy policies. We are not responsible for their independent privacy practices.
You should review the privacy policy of a third-party service before providing information to it.
We may update this Privacy Policy to reflect changes in the Service, technology, legal requirements, or business practices.
The revised policy will be published with an updated “Last Updated” date.
Where changes materially affect your rights or how personal information is used, we will provide additional notice or obtain consent where required by applicable law.
Continued use of the Service after an update does not replace any consent required by law.
For privacy questions, requests, or complaints, contact:
TownTender, LLC
Email: info@towntender.com
Website: https://towntender.com
You may also contact the Community Operator through the contact information displayed within the application.
Please write “Privacy Request” in the subject line and identify the relevant application or community.
If you are not satisfied with the response, you may have the right to submit a complaint to the data-protection or regulatory authority in your country.
If privacy laws in your country provide protections greater than those described in this Privacy Policy, those legal protections will continue to apply.
Nothing in this Privacy Policy is intended to limit rights that cannot lawfully be waived or restricted.