Privacy policy

Calden (“we”) provides an AI maintenance coordinator to property management companies in the United States. This policy covers this website, the people who use the Calden console, and the tenants, property owners and vendors we contact for a property management company.

When we contact you about a repair, we do it for your property management company, which decides how your information is used; its own privacy notice applies too. We handle that information only on its behalf, under our Data processing addendum.

On this website: what you enter in the pilot request form (name, company, work email, number of doors, software and your note). It is emailed to our team; the site has no database.

From people who use the console: name, work email, company and role; sign-in records, including IP address and browser; and a log of changes made in the console.

For a property management company, about the people involved in its repairs:

• names, phone numbers, email addresses, the property and unit, and lease dates;
• texts and emails exchanged, and phone calls, which are recorded and transcribed;
• job records: what needs fixing, how urgent it is, the vendor, the appointment, estimates and approvals, and what the coordinator decided and why;
• consent records: when and how someone agreed to be contacted, and any STOP;
• facts that help with repairs, such as where the water shut-off is, appliances and warranties, and how to get in. Gate, lockbox and door codes are stored encrypted;
• for vendors, business details such as trades, service areas, rates, insurance and licence details, and whether a W-9 is on file with the last four digits of the taxpayer number;
• records read from the company’s property management software, when it connects one (read only).

We never ask for Social Security or full taxpayer numbers, dates of birth, bank or payment details, or driver’s licence numbers, and we do not read them from property management software. We do not take payment card details. Messages and calls contain whatever people choose to say in them. What Calden remembers about people excludes opinions and protected characteristics, such as race, religion, disability, family status, age and source of income.

• to coordinate repairs under the property management company’s rules, and keep the record of each job;
• to sign people in, send notices and morning summaries, and support our customers;
• to keep the service secure and working, and to meet our legal obligations;
• on this website, to reply to pilot requests.

We do not sell personal information, share it for targeted advertising, or use it to train AI models.

A tenant is contacted after reaching out to the maintenance line, or when the property management company has recorded their consent, for example in the lease. Owners and vendors are asked by text to opt in before they are contacted about a job. Consent recorded by a company’s staff needs evidence and never overrides your own opt-out.

Reply STOP to stop texts, calls and email from Calden. Reply START to receive texts again, or HELP for who we are. Every call opens by saying that it is an AI assistant and that the call is recorded. Except in an emergency, or to answer a message you just sent, Calden does not text or call during quiet hours: 9 pm to 8 am at the property unless the company sets other hours.

• The property management company and the team members it invites.
• The other people in a job, as far as the job needs: a vendor learns the address and the problem, and receives access codes only after accepting the job; an owner learns about repairs and estimates at their property.
• The service providers below, which handle it only to run Calden for us.
• Authorities, when the law requires it, and a buyer of our business, under the same protections.

Customer data is stored and processed in the United States.

Anthropic

The AI model that reads each job and writes the coordinator's messages, picks out facts worth keeping, and summarises closed jobs. Receives the job's conversation and the details it needs.

Retell AI

Runs phone calls with an AI voice agent, records them and transcribes them. Receives phone numbers, call audio, and the job details the call needs.

Resend

Sends email: sign-in links, invitations, notices, morning summaries and pilot request emails. Receives email addresses and the message.

Inngest

Runs background work and timers, such as the next step of a job or a follow-up. Receives job and contact identifiers and step results, which can include message text.

Neon

Hosts the database where all customer data is stored.

Vercel Inc.

Runs the application and this website. Customer data passes through it, and it keeps request logs.

Twilio (planned)

Will send and receive text messages. Not in use yet; we will give notice before it handles customer data.

Connections are encrypted. Access codes are encrypted again before they are stored and shown only to team members whose role allows it; the keys to property management software are encrypted and never shown. Each company’s data is kept apart from every other company’s, sign-in is by emailed link with no passwords, and changes are recorded. No system is perfectly secure; if a breach affects you, we will tell the company we work for, or you, as the law requires.

We keep a company’s data while it uses Calden. We do not yet delete records automatically on a schedule. When a company asks, or its agreement ends, we delete its data within 30 days; copies in database backups expire on the host’s backup schedule. We keep only what the law requires us to keep for longer.

Pilot request emails are kept in our team inbox for as long as we need them to talk with you, and you can ask us to delete them.

Depending on your state, you may have the right to know what we hold about you, to get a copy, to correct it and to have it deleted. Write to hello@getcalden.com. We will confirm who you are first, you may use an authorised agent, and we will not treat you differently for asking.

If we hold your information for a property management company, contact that company, or contact us and we will pass your request on and help it respond. To stop texts and calls, reply STOP at any time.

Calden is for businesses and is not directed to children. We do not knowingly collect information from children under 13, and Calden does not keep information about who lives in a household.

The site uses no analytics, advertising or tracking cookies. It remembers whether you chose the light or dark theme in your own browser. Our hosting provider keeps standard request logs, such as IP address and browser.

We will post changes here and update the date at the top; for a material change we will also tell our customers by email. Questions or requests: hello@getcalden.com.