Kovely Privacy Notice

Version 1.3 · Effective 29 October 2026

1. Who we are

Kovely is an AI maintenance assistant for UK landlords, operated by RESIDENT AI TECHNOLOGIES - FZCO, a company established in the United Arab Emirates, licence number 67243, at DSO-IFZA, IFZA Properties, Silicon Oasis, Dubai, United Arab Emirates.

For privacy questions or requests, email hey@kovely.co.

This notice explains how information is used when people visit kovely.co or contact us, when landlords use Kovely, when tenants speak with our AI assistant Cosmo or submit reports, when contractors view and respond to invitations, and when we contact landlords and property businesses who may be interested in Kovely.

2. Our role and your landlord's role

For our website, enquiries, customer accounts and contact with prospective customers, Kovely is a data controller.

For property reports, tenant conversations and contractor coordination handled on a landlord's instructions, the landlord normally decides how the information is used and Kovely acts as their data processor. Your landlord is responsible for explaining their own use of this information, including their legal basis and any sharing outside Kovely. Contact them for their privacy information. If you do not know whom to contact, email us and we will help route your request.

3. Information we handle

Depending on how you use Kovely, we handle:

• Website and enquiry information: your name, email address and message if you contact us, and technical information recorded when a page is requested, such as IP address, browser type and the time of the request. The public website does not use analytics or advertising cookies.
• Landlord information: name, email, company and contact details, account and sign-in information, notification preferences and records of Terms acceptance.
• Billing information: if you have a paid plan, your billing name and address, plan, number of lettable units, payment and invoice history, and VAT number if you provide one. You enter card details directly with Polar and its payment processor, Stripe. We do not see or store your full card number.
• Property information: addresses, room descriptions, instructions, appliance information and uploaded documents. These may contain personal information about occupants or other people.
• Tenant information: conversation messages, reports, photographs, access notes, the room or link used to report an issue, and names and telephone numbers when provided.
• Contractor information: contact details and trade supplied by the landlord, invitation details, selected job information and photographs, replies (such as availability, callout charge, estimate and who will attend) and response times.
• Suggested contractors: if a landlord has no saved contractor for a trade near the property, Cosmo shows up to three local businesses from Google business listings. This includes the business name, phone number, website, address, distance, rating and number of reviews. If the landlord saves a business to their contacts, we store those details.
• Prospective customer information: if you run a business that lets property, we may collect your name, business name, role, business contact details and information about your properties (such as the number of rooms) from public sources. These include council licence registers, Rent Smart Wales, Companies House, accreditation schemes and public professional profiles such as LinkedIn. We may also receive your details from someone who introduces you to us.
• Service records: issue changes, notifications, email and sending records, session identifiers, access-control records and administrative activity logs.

Information comes from you, the landlord, contractors, people reporting a property issue, public sources and records created when the website and service operate. AI-generated summaries and extracted document information are also stored where used in the service.

Only provide information relevant to the property or report. Please avoid including identity documents, payment-card details, health information or information about other people unless genuinely necessary. Contact us if sensitive information has been included by accident.

4. Why we use information

We use information to run the website, answer enquiries, provide accounts and property guidance, help tenants report problems, prepare issue summaries, show reports to landlords, support contractor invitations, send service notifications, tell relevant businesses about Kovely, investigate faults and protect the service.

For processing where Kovely is the controller, our legal bases are:

We only contact people about Kovely in their business capacity. We keep contact infrequent and relevant, and every message explains how to say no. If you ask us to stop, we will.

Where we act for your landlord, their legal basis applies to their processing. Accepting Kovely's Terms is not blanket consent for personal-data use. Service emails are separate from promotional marketing.

5. AI and human access

Cosmo uses AI to respond to messages, use relevant property information and help prepare reports. AI also assists with document extraction and appliance identification. Relevant messages, images and document content may be processed through Lovable's AI Gateway by Google or OpenAI services, depending on the feature.

AI can make mistakes. A suggested urgency level, summary or answer is not a professional inspection or proof that a problem has been fixed. Landlords and contractors remain responsible for their own decisions. Kovely does not make decisions about you by automated means alone that have a legal or similarly significant effect.

Authorised Kovely personnel, including founders with administrative access, can access information when necessary to support the service, investigate faults or misuse, and carry out quality reviews. We may receive copies of emergency alerts for safety and quality monitoring. Your conversation is not private from your landlord or from authorised Kovely personnel.

6. Who receives information

• Your landlord can view reports and conversations for their property.
• Contractors receive only what the landlord shares. Cosmo only sends a job once you've approved it. A contractor invited by a landlord sees the job description and photographs. The address and tenant details are shared only after the landlord confirms the contractor.
• Google: to suggest contractors, we send the property's address, including its postcode, and the trade needed to Google Maps Platform, which returns local business listings.
• Polar: Polar Software, Inc., our online reseller and merchant of record, processes payments for paid plans using Stripe. Polar receives your name, email address, billing address, plan and number of lettable units, and keeps its own records of payments and tax.
• Suppliers: we use suppliers for hosting, authentication, file storage, AI and email delivery. Currently these are Lovable Cloud, Lovable's email service, and AI services from Google and OpenAI through Lovable's gateway. For our own sales and business administration we use a customer relationship management (CRM) provider and an email and calendar provider.
• Others: professional advisers, and where necessary to meet a legal requirement or to establish or defend legal claims. We do not sell personal information.

Landlords and contractors may keep copies they receive outside Kovely, such as emails. Deleting a record in Kovely does not remove those independent copies.

7. International processing

Kovely is operated by a company in the United Arab Emirates, and authorised personnel access information from there. Our suppliers may also process information in other countries outside the UK.

Email hey@kovely.co if you would like more information about where your information is processed and the safeguards that apply.

8. How long information is kept

Account and property information is kept while needed to provide the service. Resolving an issue does not delete the report, photographs, conversation or invitation history, because these can be useful for follow-up and maintenance records. Contractor details a landlord has saved stay on their contact list until the landlord removes them.

For information handled on a landlord's behalf, retention follows their instructions and our agreement with them. For Kovely's own records, we consider the purpose, support needs, security investigations and legal obligations. We do not keep information indefinitely just in case.

If we have contacted you about Kovely and you have not become a customer, we keep your details for up to 24 months after our last contact, then delete them. If you ask us not to contact you again, or you unsubscribe from our emails, we delete your details but keep a minimal record, such as your name and email address, so that we can respect your request.

Emails sent to us are kept for as long as needed to deal with the enquiry and to keep a record of what was agreed.

Billing records, such as invoices and payment history, are kept for as long as tax and accounting law requires, even after an account is closed.

Deleting a property revokes its access links and removes its active records and files. Closing an account removes the customer's properties and files before the sign-in account is closed.

9. Browser storage and security

Our Cookie Policy at kovely.co/cookies lists what is stored in your browser and why. Keep property and invitation links private, and sign out on shared devices.

Access controls and private file storage help restrict access to records. Security measures reduce risk but cannot make any online service completely secure.

10. Your rights and contacting us

Depending on the circumstances, you may have rights to access, correct or delete personal information, restrict its use, or receive certain information in a portable form. Where we rely on consent, you can withdraw it at any time.

You may object to processing based on legitimate interests, and you may object to direct marketing at any time.

Email hey@kovely.co to make a request. We may need reasonable verification of your identity. If your landlord controls the information, we will help them respond rather than make decisions outside their instructions. Some exceptions may apply, and we will explain any refusal.

You can complain to the UK Information Commissioner's Office at ico.org.uk/make-a-complaint. You do not have to contact us first.

11. Changes

We will publish the current version and effective date here and give appropriate notice of material changes.

For a data request or a privacy question, email hey@kovely.co.