Your home embodies who and what you consider significant. Your home is a powerful part of you, and because of this, we’re committed to keeping it private and safe. We created this policy to explain how we collect, store, use, transfer, and disclose the information of anyone who lives in, manages, or visits a Latch-enabled building. It was last updated on December 20, 2019.
This Privacy Policy covers Latch’s products and services that support them, including Latch websites and mobile apps, which are intended for use in the United States of America and Canada only. It does not cover third party products and services—for example, housekeeping or grocery-delivery services—that you allow to access your home. We encourage you to familiarize yourself with the privacy policies of any third party products and services that you choose to use.
With Latch, you can unlock your door with an app, Keycard, or Doorcode; share access with friends, family, and trusted services; see access history; and manage everything from a web browser. To use Latch, your property manager may provide us with your name, email address, and phone number in order to create your Latch account. If your property manager has enabled an integration between their property management software and Latch, then we may receive this information directly from the property management software. If you create your Latch account yourself, you can submit this information directly to Latch.
When you use a product such as a Latch device or Latch App, we may collect information about how you use the product. For example, with the Latch App, we may collect information that tells us if something isn’t working properly or how often a particular feature is used. If you do not wish to use the Latch App, you can still use a Keycard. To help keep private and common spaces secure, Latch devices store an access history of who entered your space and when. In some cases, an access event includes a photo so you can make sure only the right person got in. We have very strict privacy rules depending on if a space is private or common, which govern how we use and share this usage and access history information, which are outlined in the sections “Access history and photos” and “When personal information is shared or disclosed.”
Your personal device has a lot of sensitive information on it, which is why we only collect information that is necessary to provide our services to you, improve them, diagnose issues, and ensure that only an authorized user is accessing your space. When you use Latch from your phone, computer, or other personal device, we automatically collect device-specific information such as unique device identifiers, network information, IP address, hardware model, the ways in which your personal device interacts with Latch, and device status. Also, because Latch relies on Bluetooth functionality, some devices, such as Android smartphones, require you to enable location services in order to use the Latch App. We never collect your GPS location. See “Location information” for our strict policies around the use of location information.
When you give us access to your personal device’s contacts, we only collect the contact information for the person you want to let in to your space in order to provide them with a Doorcode or instructions to install the Latch App.
When you give access to residents, friends, family, or trusted services, we collect their name, phone number, and email from you in order to provide access to your space. When you give us their contact information, we will let them know about our Privacy Policy and Terms of Service. If you gave them a Doorcode or Keycard without giving us their contact information, then it is your responsibility to familiarize them with this Privacy Policy and to get their consent before giving their personal information to Latch. See “Access history and photos” below for more information on access events and who can see them.
When you open a message from us, such as an email, SMS, or push notification, we may collect information such as whether you opened or saw the message in order to improve our messaging to you.
If you purchase Latch’s products or services—for example, if you are a property owner or manager paying for your Latch account—then we may collect your financial information, such as your credit card number, billing address, and shipping address. Your financial information is stored by our payment processor, PayStand, and is governed by their terms of service. We may request your financial information from them to carry out transactions that you have initiated, protect against fraudulent activities, and comply with local laws. See the section “Our service providers” on how we strictly limit what our service providers can do with your information.
Latch has a few marketing channels that help us to raise awareness about our products and services, and other services that may be useful for you. In these channels, such as latch.com, we allow you to submit your personal information if you’d like to find out more about our products or want to subscribe to our marketing communications. This personal information may include name, title, company name, phone number, email, and postal address. See “Education, announcements, and offers” to learn more about how we specifically use your information for marketing. If you do not wish to receive these communications, you may opt not to submit your information or opt out of the communications from within the email, text message, or Latch’s products.
In jurisdictions that allow it, we may purchase contact information from third party datasets of people who are involved in the development, design, management, or installation of a building, such as building developers and property managers. We never knowingly purchase the personal information of residents for the purposes of marketing to them. We will also never purchase your contact information for marketing purposes if doing so infringes on local laws. You may opt out of any marketing communications through the means by which we sent it—for example, through an unsubscribe link if we contacted you by email.
We may collect anonymized and aggregated information about how our users use third party trusted services through Latch’s products and services, such as pet care or housekeeping. For example, we may collect information about how many residents at Latch-enabled properties use laundry services. Trusted services may also share with us information about your use of their services. We recommend familiarizing yourself with your trusted service providers’ privacy policies. If you’re a trusted service provider, we may collect your contact information—such as your name, as well as government ID—in order to verify your identity before you get access to a space.
Once we collect your information, we take steps to ensure that it is treated securely and in accordance with this Privacy Policy. See latch.com/security-privacy for more information.
One of the reasons we use your personal information is to enable you to use Latch—for example, to unlock your Latch; share access with friends, family, and trusted services; and provide an access history of who accessed your space.
We try to make Latch better every day. We analyze how you use Latch products and services to fix bugs, improve reliability and speed, and design new features.
When you contact us with a query or an issue, we may use information from your device, user account, activity logs, prior communications with us, and access history to help diagnose the problem and provide effective assistance. For example, we may use your address to identify where a device is not working or your Latch device information in order to investigate any issues with that device.
Occasionally we may need to notify you about important updates or notices that concern your property, Latch product, or changes to this Privacy Policy. Because this information is crucial to your management or inhabitation of a property, you cannot opt out of these communications.
We may send you communications about our products from time to time, such as announcing new features, letting you know about industry news, or sending you offers for trusted services that you may find useful, such as discounts on pet care or housekeeping. If you do not wish to receive these notifications, you may opt out of them from within the email, text message, or Latch’s products and services.
We never share your personal information to third parties for the purposes of marketing or advertising to you.
We may use information collected to resolve disputes with other users (such as disputes regarding unauthorized access events); enforce this Privacy Policy and our Terms of Service; and protect Latch and our users from harmful, unauthorized, illegal, or fraudulent activity.
We use your IP address when you use our products or visit our website to identify the region where you are using Latch in order to provide a more personalized experience, such as offering additional language and currency options. We do not track your location over time or when you are not using Latch, and we do not share your location with third parties.
We also never capture, store, or use GPS location data of our users. To better understand how your personal device manufacturer uses your location information, we recommend familiarizing yourself with their privacy policies and terms of service.
At a private residence, such as an apartment, the access history of individual residents at their home remains private to that specific resident alone and is never shared with anyone including property management. For peace of mind, residents can view access histories of their guests, property managers, and trusted services who enter their home.
In common areas, such as building entrances and amenity spaces, resident access histories are viewable only by the resident that created the access event and by property managers. Similarly, the access histories of building staff members at common areas are viewable only by the staff member and property managers. These access events are created to promote the safe and appropriate use of common spaces and to protect residents in the building.
When guests and trusted service providers are provided access by a property manager or a resident, the access history of guests throughout a property are viewable by both the resident who invited them and property management to maintain the safety of the building.
Latch’s Terms of Service bans the use of Latch‘s products and services, including the use of access histories, for activities that Latch at its sole discretion deems threatening, harassing, abusive, or fraudulent. We reserve the right to terminate the account of any property manager, resident, or guest who is found to be abusing our Terms of Service.
We may use anonymized and aggregated information to better understand industry trends and better market our products and services.
When you choose to share access to a private or common space, we may disclose your name, address, and contact information to the other Latch users, such as friends, family, or trusted services you invite so that they know who has given them access and where your space is. We may disclose your name and contact information to property management so that they may fulfill your requests, ensure you have access to the right spaces in a property, and maintain the safety and security of everyone in a property.
We use service providers to provide and improve our products and services, such as for customer support, financial transactions, product delivery and fulfillment, and data storage. Our service providers will have access to; your contact information, product usage information, access and audit history, and when applicable financial information; only for the purpose of performing these tasks on our behalf.
Our service providers may not disclose your data received through your use of Latch to other third parties or use it for other purposes, such as their own marketing programs.
With your explicit consent, we may share your personal information with trusted services that you choose to use, such as housekeeping services or e-commerce providers, to facilitate and improve the services that you have available to you. If you discover or purchase services through Latch, we share information with the trusted service in order to fulfill your request. In return for helping fulfill a service, we may charge an affiliate, booking, or subscription fee to the trusted service provider. If you’re a trusted service provider such as a dog walker, we may surface your contact information to residents and property managers so that they know who is coming to their space and when. We do not permit trusted services to use residents’ personal information received through your use of Latch for their own marketing purposes without your explicit permission. However, if you choose to create a separate account with a trusted service, your information will be governed by their privacy policy and terms of service. We encourage you to familiarize yourself with their policies and terms before signing up to their service.
We may disclose information about you in order to enforce our Terms of Service and this Privacy Policy or in order to protect our operations and users.
In the event of any reorganization, restructuring, merger or sale, or other transfer of assets, we may transfer information, including personal information, to ensure there is as little disruption as possible to your use of Latch’s products and services. We will only transfer your information if the receiving party agrees to continue to protect your information in accordance with this Privacy Policy.
In order to ensure the continued operation of a property with minimal disruption to your ability to unlock doors and share access, if a property is sold to a new owner, we will transfer control of the former property owner’s Latch account, which may include your information, to the new property owner. The new property owner’s use of your data will continue to be governed by this Privacy Policy and our Terms of Service.
We may access, preserve, and disclose any information we store associated with you to external parties in order to comply in good faith with law enforcement or national security legal orders, such as a court order, warrant, or subpoena; to protect our users and Latch; and to enforce our policies or contracts.
Latch’s websites, products, and services may use cookies and other technologies such as pixel tags and web beacons. We use these technologies to better understand user behavior and what parts of our products people access. We also use these technologies to personalize your experience, such as greeting you by your first name when you access our websites or showing you products that are relevant to you. Like most internet services, we capture other information including your device identifier, browser type, language, time stamp, and internet service provider in order to understand and improve our products and respond to user issues effectively. Most browsers enable you to disable cookies except for essential cookies which are technically required for our websites to operate and provide you with our services.
We may also use Google Analytics to collect information regarding visitor behavior and visitor demographics on our Products and Services. For more information about Google Analytics, please visit Google's Privacy & Terms page. You can opt out of Google’s collection and processing of data generated by your use of Latch by going to this page.
With many browsers and websites no longer honoring the expired Do Not Track (“DNT”) standard, Latch websites do not change their behavior if they receive DNT signals from web browsers.
At Latch, we do not and will not sell your personal information.
Your personal information may be stored and processed in any country where we have facilities or in which we engage third party service providers. As a result, your information may be transferred to countries outside of your country of residence, which may have different data protection rules than in your country. While such information is outside of your country, it is still governed by this Privacy Policy as well as the laws of the country in which it is located. Consequently, it will be subject to disclosure to the governments, courts, law enforcement, and regulatory agencies of such other country as required under its laws. For information on how we securely store your data, see latch.com/security-privacy.
We do not knowingly collect personal information from children and Latch products and services are not intended for anyone under the age of 13. If you learn that your child has provided us with personal information without your consent, you may contact us as set forth below. If we learn that we have collected any personal information in violation of applicable law, we will promptly take steps to delete such information.
Maintaining your privacy and security in a transparent way is very important to us. You can access a copy of the personal information we have collected and the categories of information that we have shared with our service providers in order to provide our products and services to you at any time.
We’ve also made it possible for you to request that we delete your personal information and have attempted to make that as easy as possible for our users. Email support@latch.com with your name and Latch account email or call our toll-free number 1-877-890-2221 (operates on East Coast business hours) and we will process your request. We will delete whatever is technically, procedurally, and legally possible in response to your request while ensuring that we can still maintain the security, debugging, and legal and compliance requirements that we must adhere to. If it is more convenient for you, you may also designate an authorized agent to make requests on your behalf. To do so, we will request a signed letter from you verifying who your designated authorized agent is as well as government ID proving the identity of your authorized agent.
To protect the security and integrity of your personal information, before deleting or providing you with access to it, we’ll need to verify your identity by asking you to provide a few pieces of information such as your Latch account contact information, government ID, a verification code, or further identifying information. If we are unable to verify your identity, we may not be able to complete your request.
When you request deletion, you’ll also need to first ensure that you don’t have any active access to a space as we don’t want to accidentally stop your access to your home or workplace. Similarly, if you’re a property manager, you’ll need to ask your Portfolio Manager to remove your Latch Manager access. Once that’s done, we’ll immediately delete all of your access history at your apartment door, delete your contact information, and halt all communications to you.
For building security purposes, your access history in the common spaces is retained for 90 days after you request deletion, after which they are anonymized. All personal information that relates to you will be deleted at this time making you untraceable in the Latch system.
You may keep your information accurate, complete, and up to date through our products in most cases, or by contacting support@latch.com.
If you live in Canada, you are entitled to access any personal information that we have collected, used, or disclosed about you. If you'd like to make a request, please send a signed letter to support@latch.com. We may require additional information from you in order to verify your identity and fulfill your request.
Under California Civil Code sections 1798.83-1798.84, California residents are entitled to ask us for a notice identifying the categories of personal customer information which we share with our affiliates and/or third parties for their direct marketing purposes, and providing contact information for such affiliates and/or third parties. If you are a California resident and would like a copy of this notice, please send a signed letter to support@latch.com. We may require additional information from you in order to verify your identity and fulfill your request.
We will never discriminate against you for exercising your CCPA or other privacy rights. For example, we won’t deny goods or services to you, charge a different price for products, or provide or suggest a different quality of service to you.
Latch may update this Privacy Policy from time to time. When we change the policy in a material way, we will update this page and also contact you via your contact information on file—for example by email, notification, or some other equivalent method.
If you have any questions or concerns about Latch’s Privacy Policy, please feel free to contact our Privacy Officer at privacy@latch.com.