Legal
Privacy Policy
Last updated: June 2026
Truelo operates in Toronto and the Greater Toronto Area, Ontario, Canada. We handle your personal information under Canadian privacy law (PIPEDA). This policy explains what we collect, why, and the choices you have.
1. Information We Collect
When you create an account we collect your name, email address, and password. If you choose to verify your identity (KYC), we also collect government-issued ID documents. Landlords who subscribe to a paid plan or boost a listing have their payment card details processed directly by Stripe — we never see or store your full card number. When you use the messaging feature, message content is stored on our servers. We also collect standard usage data such as IP addresses, browser type, and pages visited.
2. How We Use Your Information
We use your information to operate the platform — creating and managing accounts, reviewing listings, verifying identities, delivering messages, sending transactional emails (such as account and verification notices), and providing customer support. Rent and any deposit are arranged directly between tenant and landlord, so we do not process those payments. We identify the purpose of collection at or before the time we collect your information, and use it only for those purposes. We do not sell your personal data to third parties. We may use anonymised and aggregated data for internal analytics to improve the platform.
3. Your Privacy Rights Under Canadian Law
Truelo handles personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA), the federal law that governs how businesses collect, use, and disclose personal information in Ontario. You have the right to meaningful, informed consent before we collect your information, and you may withdraw consent (subject to legal and contractual limits). If you believe we have not handled your information properly, you may also file a complaint with the Office of the Privacy Commissioner of Canada (OPC).
4. Payment Information
All payment processing is handled by Stripe. Truelo does not store your full card details. When you make a payment — for a subscription plan, a listing boost, or identity verification — your card information is transmitted directly to Stripe via an encrypted connection. Rent and any deposit are arranged and paid directly between tenant and landlord, off-platform; Truelo does not collect, hold, or process rent payments or landlord payout/banking details. Please refer to Stripe's Privacy Policy for details on how they handle financial data.
5. Identity Verification
Identity verification is optional, and we ask for your express consent before collecting government-issued ID. We collect only what is necessary to confirm your identity. Documents are encrypted, stored securely, and reviewed by authorised staff only. Verified status is recorded against your account; the ID documents themselves are retained only as long as necessary to complete and evidence verification, after which they are securely destroyed, except where retention is required by law.
6. Data Sharing and International Transfers
We share limited data with third-party service providers that help us operate the platform: Stripe for payment processing, our email provider (Resend) for transactional notifications, and Cloudflare R2 for secure file storage. Each is bound by data processing agreements and may not use your data for their own purposes. Some of these providers process or store data outside Canada (for example, in the United States), where it may be subject to the laws of that jurisdiction. We take steps to ensure a comparable level of protection wherever your data is processed.
7. Marketing Communications
Transactional and service messages (such as account, verification, and security notices) are sent as a necessary part of providing the service. We send marketing or promotional messages only where we have your consent, in accordance with Canada's Anti-Spam Legislation (CASL). Every marketing message identifies us and includes an unsubscribe link; you can opt out at any time, and we will honour your request promptly.
8. Data Retention
We retain your account data for as long as your account is active. If you delete your account, we will remove your personal data within 30 days, except where retention is required by law — for example, financial and transaction records, which we retain for the period required by Canadian tax and financial-record rules (generally up to seven years). Sensitive identity documents are purged once they are no longer needed for verification.
9. Your Rights
You have the right to access, correct, or delete your personal data, and to request a copy of the data we hold about you. To exercise these rights, contact our Privacy Officer at the address below. We will respond to all requests within 30 days.
10. Security and Breach Notification
We use security measures proportionate to the sensitivity of your data, including HTTPS encryption, HttpOnly cookies, CSRF protection, and access controls. No method of transmission over the internet is 100% secure, but we take reasonable steps to protect your information against unauthorised access. If a breach of our security safeguards poses a real risk of significant harm to you, we will notify you and the Office of the Privacy Commissioner of Canada as required by PIPEDA.
11. Changes to This Policy
We may update this Privacy Policy from time to time. When we do, we will update the date at the top of this page. Significant changes will be communicated to you via email or an in-app notification.
12. Contact
If you have any questions about this Privacy Policy or how we handle your data, or to reach our Privacy Officer, please contact us at privacy@truelo.co.