Privacy Policy

Who we are

Truclose is a lead conversion and customer relationship platform for realtors, real estate agents and brokerages. It is owned and operated by Truclose LLC, a limited liability company registered in the State of Montana, United States.

In this policy, "Truclose", "we", "us" and "our" mean Truclose LLC. "You" means the person or business using our website or our platform.

What this policy covers

This policy explains what personal information we collect, why we collect it, who we share it with and what rights you have over it. It applies to:

• our marketing website at truclosehq.com;
• the Truclose platform at app.truclosehq.com;
• emails, calls and messages between you and our support team.

It does not cover third-party websites you reach through links on our site. Those services have their own privacy policies and we are not responsible for them.

Two different roles we play

This distinction matters, because it decides who is answerable for what.

Your account information: we are the controller

When you sign up, pay us, contact support or browse our site, we decide how that information is used. For that information we are the data controller and this policy governs it directly.

Your contacts and leads: we are the processor

When you load contacts into Truclose, capture leads through your funnels, or let the AI hold conversations with your prospects, that information belongs to you. You are the controller. We process it on your instructions so that we can provide the platform, and we do not use it to market to your contacts, sell it, or build products from it.

You are responsible for having a lawful basis and appropriate consent to collect and message those contacts, and for giving them your own privacy notice. Our Terms & Conditions set out those obligations in full.

Information we collect

Information you give us

• Account details: name, business name, email address, phone number, and the login credentials for your Truclose account.
• Billing details: your billing address, the plan you chose and your billing history. Card numbers are entered directly into our payment processor and never reach our servers. We receive only a token, the card brand and the last four digits.
• Support correspondence: anything you send us by email, phone or chat, including any attachments.

Information created as you use the platform

• Contact and lead records you import or capture, and the pipeline, tags and notes attached to them.
• Communications sent and received through the platform: SMS, email, web chat, social messages and calls. This includes message content, call recordings and transcripts where you have enabled them, timestamps, phone numbers and delivery status.
• AI interaction data: the prompts, knowledge base entries and conversation history the AI uses to answer on your behalf, and the responses it produces.
• Calendar and appointment data for showings and consultations booked through Truclose.

Information collected automatically

• Usage data: pages and features used, actions taken, dates and times.
• Device and connection data: IP address, browser type, operating system, device type and approximate location derived from IP.
• Cookies and similar technologies, described in their own section below.

We do not intentionally collect government identification numbers, payment card numbers, health information, or other sensitive categories of personal information. Please do not store them in Truclose.

Why we use it

We use personal information to:

• create and run your account, and provision the snapshot for your plan;
• deliver the platform's core functions, including sending and receiving messages on your instruction and running the AI assistant;
• take payment, issue invoices and recover unpaid amounts;
• answer support requests and communicate about your account, including service and billing notices;
• monitor reliability, investigate faults and protect the platform against abuse, fraud and security incidents;
• understand in aggregate how the product is used so we can improve it;
• send you product and marketing email, where you have opted in or where we are otherwise permitted to. Every marketing email has an unsubscribe link, and unsubscribing never affects service messages you need to receive;
• meet our legal, tax and accounting obligations, and respond to lawful requests.

Where the law requires a legal basis, we rely on performance of our contract with you, our legitimate interests in running and securing a business, your consent where we ask for it, and compliance with legal obligations.

How AI processes information

Truclose uses artificial intelligence to answer messages, qualify leads, place and receive calls, respond to reviews and draft marketing content. This means the content of those conversations, together with the knowledge base you configure, is processed by AI models supplied by third-party providers.

We instruct those providers not to use your data to train their general-purpose models. We do not use the content of your conversations to train models of our own.

Who we share information with

We do not sell personal information and we do not share it for cross-context behavioural advertising.

We share it only with the categories of recipient below, and only to the extent needed:

• Payment processing. Payments are handled by Stripe, Inc., which receives your billing details directly and processes them under its own privacy policy.
• Platform and hosting infrastructure. The CRM, automation and messaging infrastructure behind Truclose, along with cloud hosting and storage, is supplied by third-party providers under written agreements that restrict their use of the data to serving us.
• Telecommunications and email carriers. Messages you send necessarily pass to the phone carriers and email providers that deliver them.
• AI model providers, as described above.
• Professional advisers such as accountants, auditors and lawyers, bound by confidentiality.
• Authorities, where we are legally required to disclose, or where disclosure is necessary to protect our rights, your safety or the safety of others.
• An acquirer, if Truclose is involved in a merger, acquisition or sale of assets. We will notify you before your information becomes subject to a different privacy policy.

A current list of our subprocessors is available on request from support@truclosehq.com.

Text messages and your mobile number

If you give us your mobile number and tick one of the text message consent boxes on our website or onboarding forms, we use that number only to send you the kinds of messages you agreed to: account, appointment and support messages, and, if you ticked the separate marketing box, updates and offers about Truclose.

Message frequency varies. Message and data rates may apply. Reply STOP to any message to stop receiving texts, or HELP for help. You can also email support@truclosehq.com or call +1 (775) 983-1162. Giving consent to receive texts is never a condition of purchase. The full program terms are in our Terms & Conditions.

This section covers messages that Truclose sends to you. Messages that our customers send to their own contacts through the platform are governed by that customer's own consent and privacy notice.

Where your information is held

Truclose is operated from the United States and our infrastructure providers store data primarily in the United States. Our team and contractors may access it from other countries in the course of supporting you.

If you are in the European Economic Area, the United Kingdom or Switzerland, transferring your information to the United States means it leaves your jurisdiction. Where we make such transfers we rely on the European Commission's Standard Contractual Clauses, or another lawful transfer mechanism, together with appropriate technical and organisational safeguards.

How long we keep it

• Account and billing records: for as long as your account is open, and afterwards for as long as tax and accounting law requires, which in the United States is generally seven years.
• Contact, lead and conversation data: for as long as your account is open. After you cancel, we keep it for 30 days so you can export it or reactivate, then delete or irreversibly anonymise it.
• Support correspondence: up to three years after the matter is closed.
• Backups: deleted data may persist in encrypted backups for a short additional period before those backups rotate out.

You can ask us to delete your data sooner, subject to any legal obligation we have to retain it.

How we protect it

We use encryption in transit and at rest, access controls limited to staff who need them, authentication controls on accounts, logging, and regular review of our providers' security posture.

No system is perfectly secure, and we cannot guarantee absolute security. You are responsible for keeping your own login credentials confidential, for removing access when a team member leaves, and for telling us promptly at support@truclosehq.com if you suspect your account has been compromised.

Your rights over your information

Depending on where you live, you may have the right to:

• ask what personal information we hold about you and get a copy;
• have inaccurate information corrected;
• have your information deleted;
• object to or restrict certain processing;
• receive your information in a portable, machine-readable format;
• withdraw consent at any time, where we relied on consent;
• not be discriminated against for exercising any of these rights.

If you are in California

Under the CCPA as amended by the CPRA, you may request disclosure of the categories and specific pieces of personal information we have collected, the purposes, and the categories of third parties we disclosed it to. You may request deletion and correction. We do not sell personal information and we do not share it for cross-context behavioural advertising, including that of anyone under 16.

If you are in the EEA or UK

You may lodge a complaint with your national supervisory authority. We would appreciate the chance to resolve the matter first.

Making a request

Email support@truclosehq.com from the address on your account. We will verify who you are before we act, and we will respond within the period the applicable law requires, normally within 30 to 45 days. You may use an authorised agent where the law permits.

If your request concerns data held inside a Truclose customer's account, we will refer you to that customer, who controls it.

Cookies and tracking

We use a small number of cookies and similar technologies:

• Strictly necessary: keeping you signed in, maintaining your session and protecting against fraud. The site does not work without these.
• Preference: remembering settings such as your billing toggle.
• Analytics: understanding in aggregate which pages are visited and where visitors come from, so we can improve the site.

You can block or delete cookies in your browser settings. Blocking strictly necessary cookies will stop parts of the platform working. Our site does not currently respond to Do Not Track signals, because there is no common standard for them.

Children

Truclose is a business tool and is not directed at children. We do not knowingly collect personal information from anyone under 16. If you believe a child has given us information, write to support@truclosehq.com and we will delete it.

Changes to this policy

We may update this policy as the product and the law change. The date at the top always reflects the current version. If a change materially affects your rights we will tell you by email or by a notice inside the platform before it takes effect. Continuing to use Truclose after that date means you accept the updated policy.

How to reach us

For any question about this policy or about your personal information, contact us at:

We aim to answer privacy enquiries within five business days.