Privacy Policy

1. Who we are — SafeLet is a trading name used by Christopher Warburton to provide operational support services to short-term rental hosts, serviced accommodation operators, property managers and related businesses. For UK data-protection law, the controller is Christopher Warburton, trading as SafeLet. Contact: hello@safelethq.com; https://safelethq.com. In this policy, “SafeLet”, “we”, “us” and “our” refer to Christopher Warburton trading as SafeLet. If SafeLet later operates through a registered limited company, this policy will be updated where appropriate.

2. What this Privacy Policy covers — This policy explains how SafeLet handles personal information when you visit our website; make an enquiry; become a member; use operational support, Holiday Cover or temporary support; work with us as a management company, co-host or portfolio operator; communicate through email, telephone, WhatsApp, social media or another channel; are a guest, cleaner, contractor, building contact or emergency contact connected to a supported property; or otherwise interact with SafeLet.

3. Our role under data-protection law — Depending on the circumstances, SafeLet acts as a controller or processor. We are usually a controller for memberships, payments, accounts, enquiries, records, suppliers, fraud prevention, marketing, protection and legal compliance. We may be a processor when handling guest, access or operational information solely on a host’s, management company’s or other business customer’s instructions. Separate data-processing arrangements may apply.

4. Information we may collect — This depends on your relationship with SafeLet and may include your name, business details, job title, billing and property addresses, contact details, membership plan, payment and subscription status, invoices, service usage, correspondence, feedback, onboarding, property and operational information, contractor and cleaner information, guest information relevant to an incident, access instructions, photographs, videos, incident and service records, and technical website information. Stripe or another provider normally processes payments, so SafeLet does not normally receive or store full card details.

5. Property and operational information — We may collect information reasonably necessary to support a registered property, including address, postcode, building and unit details, property type, bedroom count, capacity, check-in and check-out times, cleaning, contractors, concierge, parking, access, KeyNest, lockbox and smart-lock details, Wi‑Fi, house rules, inventory, maintenance issues and emergency procedures. Customers should not provide unnecessary information.

6. Keys, access codes and security information — We may process lockbox codes, smart-lock instructions, KeyNest details, entry procedures, key locations, concierge procedures and temporary access information only where reasonably necessary for an authorised service or incident. Information may be shared with an authorised responder, contractor, cleaner or provider to complete an authorised task. Customers must ensure access information is lawful, accurate, current and appropriate to share, and should change temporary codes after an incident where appropriate.

7. Guest information — Hosts and management companies may provide guest names, contact details, booking and arrival information, incident-related messages, access difficulties, requests, complaints and photographs where necessary for support. SafeLet does not require unrelated guest information. When we process it solely for a host or management company, that organisation may remain responsible for giving privacy information to guests. We may contact a guest when authorised or reasonably necessary.

8. Cleaner, contractor and supplier information — We may process names, business and contact details, availability, service area, quotations, insurance, qualifications, verification, work and incident history, completion photographs, performance, payments and correspondence to manage the operational network, allocate work, verify suitability, maintain records, resolve disputes and provide services.

9. Emergency contacts and third-party information — Customers may supply information about emergency contacts, cleaners, contractors, owners, building managers, concierges, co-hosts, employees and guests only where they have a lawful basis or appropriate authority. Where practical, they should tell those people that their information may be shared with SafeLet for property-operational purposes.

10. Incident and service records — SafeLet may record the date and time, property, issue, requester, deadline, priority, actions, communications, responder, attendance, expenses, photographs, evidence, feedback and outcome of an operational request. We use these records to provide services, maintain an audit trail, resolve disputes, improve procedures, measure performance, train responders, prevent misuse and establish, exercise or defend legal claims.

11. Photographs and video — SafeLet or authorised responders may take photographs or short videos to document condition, completion, maintenance, damage, delivery, disputes, complaints or an incident record. We will not intentionally use identifiable guest images for marketing without an appropriate lawful basis and necessary permission. Operational images may be shared with the relevant host, management company, contractor, insurer, adviser or other necessary party.

12. Website information — Website providers or analytics tools may receive IP address, browser and device data, pages viewed, referral source, approximate IP-derived location, access dates and times, interactions, form submissions and cookie identifiers.

13. Cookies and similar technologies — The website may use cookies and similar technologies. Strictly necessary cookies may be used for operation. Where law requires, we will obtain consent before non-essential analytics, advertising or tracking technologies. Preferences may be managed through our cookie banner or browser settings. More information: https://safelethq.com/cookies.

14. How we obtain information — We may receive information directly from you, through our website and onboarding forms, payment providers, WhatsApp, telephone, email, social media, hosts, management companies, contractors, suppliers, public business information, directories, referral partners, building management, guests and technology providers.

15. Why we use personal information — We use it to provide services, administer memberships and properties, process enquiries and payments, arrange support, communicate with customers and authorised guests, coordinate contractors, resolve access issues, administer Holiday Cover, maintain records, support customers, manage complaints, prevent fraud, protect safety and property, improve procedures, analyse performance, manage the website, conduct lawful marketing, comply with legal requirements, obtain advice, enforce agreements and defend claims.

16. Our lawful bases — We rely on contract where processing is needed to set up membership, onboard property, respond to requests, provide Holiday Cover, process payment or communicate about a service. We rely on legitimate interests to run and improve SafeLet, keep records, protect properties and business, prevent fraud, manage quality, handle complaints, develop services, market appropriately, maintain security and defend claims. We rely on legal obligation for accounting, tax, regulatory and law-enforcement requirements; consent where required for marketing, cookies, analytics or advertising; and vital interests in exceptional immediate and serious safety risks. Consent can be withdrawn at any time.

17. Special-category personal data — We do not normally seek health, racial or ethnic, religious, political, biometric, sexual-orientation or sex-life information. If disclosed during an emergency or guest-support incident, we will process it only where an appropriate lawful basis and additional condition applies. Please do not provide it unless genuinely necessary.

18. Criminal offence information — We do not routinely seek criminal offence information. If relevant to an incident, safety concern, fraud investigation or legal matter, we process it only as permitted by law.

19. Payment processing — SafeLet may use Stripe or another provider for subscription and other payments. Providers may collect name, email, billing details, payment methods, transaction and fraud-prevention information and technical data, and may be independent controllers for some processing. SafeLet generally does not store full card numbers; review the provider’s privacy information.

20. WhatsApp and communications platforms — Where you communicate through WhatsApp or another messaging service, the provider processes information under its own terms. Messages may contain contacts, content, photographs, property details, incident information and operational instructions. Avoid unnecessary sensitive information. SafeLet may transfer relevant information into internal customer, operational or incident records where necessary.

21. Website hosting and technology providers — SafeLet may use third parties for website hosting, forms, CRM, cloud storage, email, messaging, payments, analytics, support, automation, accounting, contractor management, security and documents. The website is currently hosted using Framer and payments may be processed using Stripe. We may change providers and take reasonable steps to ensure suitable contractual and data-protection safeguards where suppliers process information for us.

22. Who we may share information with — Where reasonably necessary, we may share with SafeLet personnel and responders, cleaners, contractors, locksmiths, maintenance providers, runners, delivery providers, hosts, owners, management companies, building management, concierge, payment processors, website and cloud providers, accountants, insurers, advisers, IT and cybersecurity providers, fraud-prevention services, law-enforcement bodies, regulators, courts and government authorities. We disclose only what is reasonably necessary and do not sell personal information to advertisers.

23. Contractors and operational responders — Task recipients may receive property address, access instructions, customer or guest contact details where necessary, incident details, photographs, building procedures and authorised spending limits. They must use this only for legitimate operational purposes connected to the SafeLet task.

24. International transfers — Some providers may process personal information outside the UK. Where required, we will use an appropriate lawful transfer mechanism, such as a UK adequacy regulation, the UK International Data Transfer Agreement, the UK Addendum to EU Standard Contractual Clauses or another lawful mechanism.

25. How long we keep information — We retain information only as long as reasonably necessary. Enquiries are normally retained up to 24 months after last meaningful contact. Member and contractual records are normally retained during the relationship and up to 6 years after it ends. Invoices are retained for required tax and accounting periods. Incident records are normally retained up to 6 years after the incident or relationship ends. Routine photographs may be deleted earlier unless needed as evidence. Access information is retained only while necessary for the registered property. Marketing data is retained until opt-out or no longer needed, with minimal suppression data kept to respect opt-outs. These are guidelines and may be adjusted where appropriate.

26. Data security — We take reasonable technical and organisational measures against unauthorised access, loss, disclosure, misuse, alteration and destruction, including access controls, passwords, restricted property access, device security, secure cloud providers, authentication, limited contractor access, confidentiality, data minimisation and incident procedures. No electronic system is completely secure; customers must also protect their property and access information.

27. Data minimisation — SafeLet aims to collect only information reasonably necessary. Customers should not provide identity documents unless requested, unrelated financial information, unnecessary guest information, medical information unless urgently relevant, or other sensitive information we do not need.

28. Accuracy of information — Customers are responsible for keeping key locations, lockbox and smart-lock instructions, cleaner details, building access, emergency contacts, property hazards and guest arrangements current, and should notify SafeLet promptly of relevant changes.

29. Automated decision-making — SafeLet does not currently use solely automated decision-making with legal or similarly significant effects. Automation may categorise enquiries, route requests, generate reminders, assist triage, identify potential fraud, organise records or support customer service. Material operational decisions may involve human review.

30. Artificial intelligence — SafeLet may use AI-assisted tools for drafting, summarising incidents, categorising requests, improving documentation, creating marketing and workflow automation. We will take reasonable steps to avoid providing unnecessary personal or security-sensitive information to AI systems and will not intentionally use confidential property-access credentials to train public AI models. We will consider appropriate safeguards where AI tools process personal information for us.

31. Marketing — SafeLet may use business contact information to tell existing or prospective customers about relevant services where permitted by law, including by email, telephone, social media, business messaging and online advertising. Where consent is required, we will seek it. To opt out, contact hello@safelethq.com. We may retain suppression information to honour the opt-out.

32. Business-to-business marketing — We may contact businesses, management companies, serviced-accommodation operators and other organisations about relevant services. Where a business contact is identifiable as an individual, we process their information under applicable law and respect objections and opt-outs.

33. Social media — If you interact through Instagram, Facebook, LinkedIn or another social platform, both SafeLet and the platform may process that interaction. The platform’s own privacy policy applies, and public information may be visible to others.

34. Children’s information — Services are intended for businesses and adults responsible for properties. We do not knowingly offer memberships to children. Guest information may concern children in a family booking, but we do not intentionally collect it unless genuinely required for operational service or safety.

35. Your data-protection rights — Depending on the circumstances, you may have rights to be informed, access, correct, delete, restrict, object, receive data portability, withdraw consent and receive protections relating to certain automated decision-making. Rights are not absolute and depend on circumstances and lawful basis.

36. Your right to object — You may object at any time to direct marketing and may have a right to object to legitimate-interest processing. Contact hello@safelethq.com.

37. Exercising your rights — To make a request, email hello@safelethq.com. We may verify identity before disclosing or changing information and will respond within applicable legal timeframes. There is normally no charge, although the law allows fees or refusal for manifestly unfounded or excessive requests.

38. Complaints — Please contact hello@safelethq.com first so we can try to resolve concerns. You may also complain to the UK supervisory authority, the Information Commissioner’s Office, using the ICO website.

39. Data breaches — SafeLet maintains procedures for suspected personal-data breaches and will notify the ICO and/or affected individuals where law requires. Customers and contractors should report compromised access information, misdirected customer or guest information, lost devices, compromised accounts or any other security incident immediately to hello@safelethq.com.

40. Changes to ownership or business structure — If SafeLet is sold, reorganised, incorporated, merged, financed or transferred, information may be disclosed or transferred as part of that lawful transaction. Any new owner or entity must handle information under applicable law. If SafeLet becomes a limited company, this policy will be updated where appropriate.

41. Third-party websites — Our website may link to third-party websites or services. SafeLet is not responsible for their privacy practices; review their own privacy information.

42. Changes to this Privacy Policy — We may update this policy as services, technology, suppliers, processing activities or legal requirements change. The latest version will be published on the website, and material changes may be brought to affected customers’ attention.

43. Contact us — SafeLet. Data controller: Christopher Warburton, trading as SafeLet. Email: hello@safelethq.com. Website: https://safelethq.com.

44. Summary — SafeLet uses personal information only where reasonably necessary to operate and improve services, respond to property-operational issues, manage memberships and business relationships, comply with legal obligations and protect legitimate business and security interests. We aim to collect only what we need, restrict access to sensitive property information, share information only where necessary, maintain appropriate security, respect individual rights and delete information when no longer reasonably required.