Privacy Policy

Information we collect

From tenants

• Your phone number and/or email address, when you text or email a maintenance-request line.
• The content of your messages, including any photos or images you attach to a request.
• Details you give us about the issue and your home that help your landlord act on it — for example where the problem is, how long it has been happening, what it is affecting, and access information such as pets or when someone is home for a visit.
• Timestamps and status of your maintenance request.
• If you sign up on your landlord's invite page: your phone number, the time you signed up, and the exact wording you agreed to.

From landlords and co-hosts

• Account information: name and email address, and optionally a phone number and mailing address.
• A phone number for maintenance alerts, collected only if the landlord or co-host opts in to text alerts themselves. A landlord cannot opt in on a co-host's behalf.
• If you sign in with Google: your Google account's email address and its account identifier, used only to match you to the MendThread account you already have. We do not create accounts from Google sign-in.
• Property addresses. When a landlord types an address, we suggest matches using Google's address lookup, and save only the address the landlord confirms.
• Tenant roster information a landlord or co-host enters about their tenants, by typing it, pasting it, or importing a spreadsheet, a PDF, or a photo of a lease: names, phone numbers, email addresses, property addresses and unit numbers. If you are a tenant, this information was provided by your landlord or their co-host, not collected from you directly.
• Contact details a landlord enters for a co-host (a co-owner or helper): name and email address, and optionally a phone number and address.

From people not on a roster

If someone who is not on any landlord's roster texts a maintenance line and we cannot tell which landlord they mean, we keep their phone number and when they wrote for 30 days, so we can spot a tenant missing from a roster, and then delete it.

How we use this information

We use this information to log your maintenance request, ask clarifying questions, classify its urgency and category, notify your landlord or their co-host, and send you status updates about your request. Message content and any attached photos are processed by Anthropic's Claude AI to help triage and classify the request, and — if a landlord views your request in a different display language — to translate the conversation for their review.

When a landlord imports a roster from a PDF or a photo, the file is read by Anthropic's Claude AI to pick out five things for each tenant: property address, unit, name, phone number and email. Nothing else in the file (such as rent, dates or bank details) is read into the Service, and the file itself is not kept. Spreadsheets are read by our own code without AI.

If you are on your landlord's tenant roster, we use it to recognize your messages and attach them to the correct property and unit, so you are not asked for details your landlord has already provided. A message from someone not on a roster is still logged, and is held for the landlord to assign to a property.

We use a landlord's contact details to notify them of new maintenance requests and of requests a tenant escalates — by text message if the landlord has opted in to SMS alerts, and otherwise by email to their account address.

How we share information

We do not sell your phone number, email address, or message content to third parties, and we do not use it for marketing. We share information only with the service providers needed to operate the Service:

• Twilio — delivers and receives text messages.
• Resend — delivers and receives email.
• Anthropic — processes message content, photos and imported rosters for AI-based triage, classification, translation and roster reading.
• Google — suggests property addresses as a landlord types, and lets a landlord or co-host sign in with their Google account.
• Cloudflare — stores photos you attach to a request, and backups of our database.
• Railway — hosts the Service and its database.
• Tradespeople your landlord works with, if your landlord uses MendThread to arrange repairs: the property's address, a description of the problem, and any photos you sent, never your phone number or email.
• Your landlord, and any co-host they have given access to your request, who can see the maintenance requests for that property.

Message frequency and data rates

For tenants, message frequency varies based on your maintenance request's lifecycle — typically your initial report, a small number of AI clarifying questions, and status updates through resolution. For landlords who opt in to SMS alerts, frequency depends on how many requests their tenants send: an alert when a new request is logged, and another if a tenant escalates one. Message and data rates may apply from your mobile carrier.

Opting out

Reply STOP at any time to a text from a maintenance-request line to stop receiving messages, or HELP for assistance. You can also contact your landlord directly to request that your information be removed, including from their tenant roster.

If you signed up on your landlord's invite page, you agreed to receive texts about the requests you send. Agreeing is not a condition of renting, and you can reply STOP at any time.

SMS alerts are optional and never a condition of using the Service. Landlords can turn them off at any time, either in Account Management or by replying STOP to an alert. Either way, alerts are then sent to the landlord's account email instead. To turn SMS alerts back on, opt in again in Account Management.

Data retention

We keep maintenance requests, their messages and any photos for as long as your landlord's account is active with the Service, so the property has an accurate maintenance history. When a landlord's account is closed, we delete its tenants' information, requests, messages and photos. Backups of our database are kept for 30 days, then deleted.

Asking for deletion. If you are a tenant, you can ask us to delete your information by emailing admin@mendthread.com from the email address or with the phone number you used. We will confirm the request with you, let your landlord know, and delete your contact details, messages and photos within 30 days, or tell you what we must keep and why. You can also ask your landlord to remove you from their roster.

Children's privacy

The Service is not directed at children under 13, and we do not knowingly collect information from children under 13.

Changes to this policy

We may update this Privacy Policy from time to time. The “Last updated” date at the top of this page reflects the most recent revision.

Contact us

Questions about this policy can be directed to: admin@mendthread.com