Privacy Policy

1. Personal Information We Collect

1.1 Information Needed to Use the Factour Platform

We collect personal information about you when you use the Factour Platform. Without it, we may not be able to provide all services requested.

1.1.1 Contact, Account, and Profile Information

Your first name, last name, phone number, postal address, email address, and profile photo, some of which depend on the features you use.

1.1.2 Identity Verification Information

Where a listing requires it or where we need to confirm an account is genuine, we may ask you for an image of a government-issued ID and a selfie, processed through our third-party verification provider. See Section 1.5 for how biometric information is handled.

1.1.3 Payment Information

Consumers save a payment method (credit or debit card) before booking. Card details, including card number, expiration date, and billing information, are transmitted directly to and stored by our third-party payment processor, Stripe. Factour receives and stores only a tokenized reference (such as a Stripe PaymentMethod ID and Customer ID), the last four digits of your card number, and the card brand. We do not receive or store your full card number or CVV.

For Agents and Brokers, payout account information, including Stripe Connect account and banking details, is collected and managed by Stripe. Factour does not receive or store Agent or Broker bank account numbers.

1.1.4 Real Estate License Information

For Agents and Brokers, we collect license number, license state, brokerage affiliation, and license status. We verify this against publicly available state licensee records. This is professional credential information, not consumer identity data.

1.2 Information You Choose to Give Us

1.2.1 Additional Profile Information

Such as preferred language, city, and a personal description.

1.2.2 Information About Others

Such as contact information belonging to another person, including a Broker's contact details provided during Agent onboarding. By providing personal information about others, you certify that you have permission to do so and have shared this Privacy Policy with them.

1.2.3 Other Information

Such as when you fill in a form, add information to your account, respond to surveys, communicate with Factour Support or other Members, provide your address or geolocation, or share your experience with us.

1.3 Information Automatically Collected

1.3.1 Geolocation Information

Approximate location determined from your IP address, or precise location from your device's GPS where you have granted permission. Location is used to match Tour Requests with Agents serving that area and to display nearby listings.

1.3.2 Usage Information

Such as searches, Tour Requests, timeslots and dates, listings viewed, pages viewed, and other actions on the Platform. We may collect this even if you have not created an account or logged in.

1.3.3 Device Information

Such as IP address, hardware and software information, device identifiers, and crash data.

1.3.4 Cookies and Similar Technologies

We use cookies and similar technologies to keep you signed in, remember your preferences, secure the Platform, measure performance, and understand how the Platform is used. Essential cookies are required for the Platform to function. You can control non-essential cookies through your browser settings or, where offered, through our cookie preferences tool. Disabling essential cookies may prevent parts of the Platform from working.

1.3.5 Payment Transaction Information

Such as payment instrument used, date and time, amount, expiration date, billing postcode, and related transaction details. This includes charge amounts, charge status, Stripe PaymentIntent and charge identifiers, dispute submissions, per-property payment tracking, and timestamps of charge attempts. For Agents and Brokers, this includes Stripe Connect payout transaction details, transfer amounts, and payout statuses.

1.3.6 Agreement Acceptance Records

When you accept our Terms of Service, Lister Agreement, Agent and Broker Agreement, safety acknowledgments, or a single-tour agreement, we record the document version, the date and time, your IP address, and your browser user agent. These records establish which version of an agreement you accepted and when.

1.4 Information We Collect from Third Parties

1.4.1 Third-Party Sign-In Services

If you choose to sign in using a third-party service such as Google, you direct that service to send us registration and profile information as authorized by your settings there.

1.4.2 Verification and Fraud Prevention Providers

We receive verification results and fraud signals from our identity verification and payment providers, such as whether a phone number, payment card, or identity document was successfully validated.

We do not conduct criminal background checks, sex offender registry checks, credit checks, or tenant screening, and we do not obtain criminal history reports about any user. Our verification is designed to reduce automated bookings, spam, duplicate accounts, and non-serious requests. It is not a safety screening, is not a consumer report, and Factour is not a consumer reporting agency. See our Terms of Service for a fuller explanation of what verification does and does not do.

1.4.3 Complainants

If a Member or third party submits a complaint about you, including a fair housing complaint, we may receive information relating to that complaint in order to investigate and respond.

1.4.4 Public Records

We check real estate license numbers against publicly available state licensee databases to confirm Agent and Broker credentials.

1.5 Biometric Information

Where a listing requires government ID verification, our third-party verification provider may create a facial geometry template from your selfie and your identity document in order to confirm that the person presenting the document is the person it belongs to. This is biometric information under the laws of several states, including Illinois, Texas, and Washington.

• Purpose. Solely to confirm that a submitted identity document belongs to the person submitting it, and to detect fraudulent or duplicate accounts.
• Consent. We request your written consent before any biometric processing occurs. You may decline. If you decline, you can still use the Platform, but you will not be able to book listings where the property owner has required ID verification.
• Who processes it. Our third-party verification provider performs the processing. Factour does not receive, store, or have access to biometric identifiers or facial geometry templates. Factour receives only a pass or fail result and a timestamp.
• Retention and destruction. Biometric information is retained by the verification provider only as long as needed to complete verification and satisfy the provider's legal obligations, and is destroyed in accordance with the provider's published retention schedule and applicable law.
• No sale or disclosure. We do not sell, lease, trade, or otherwise profit from biometric information, and we do not disclose it except as required by law.

2. How We Use Information We Collect

2.1 Provide, Improve, and Develop the Factour Platform

• Enable you to access the Platform and make or receive payments
• Enable you to communicate with other Members
• Process Tour Requests, proposals, bookings, and listings
• Generate booking links, QR signs, and single-tour agreements
• Send messages, updates, security alerts, and account notifications
• Perform analytics, debug, conduct research, and improve our products
• Provide customer support

Limits on personalization. We may tailor what you see based on criteria you state, such as price range, number of bedrooms, property type, and geographic area. We do not use race, color, religion, sex, national origin, familial status, disability, or any other characteristic protected under fair housing law to target, filter, steer, or personalize housing listings, advertising, or recommendations, and we do not build audience segments on those characteristics.

2.2 Safeguard the Platform and Community

• Detect, prevent, assess, and address fraud, spam, and security risks
• Verify or authenticate information you provide
• Resolve disputes between Members
• Investigate and respond to complaints, including fair housing complaints
• Enforce our Terms, agreements, and policies
• Comply with legal obligations and respond to legal requests
• Protect the rights, property, and safety of Factour, our Members, and the public

Automated processes may restrict or suspend access where they detect activity that appears fraudulent or abusive. If you would like to challenge a decision based on an automated process, contact us using the details in Section 9.

2.3 Advertising and Marketing

• Send promotional and marketing messages about Factour
• Measure and improve our own advertising
• Administer surveys, referral programs, and promotional activities
• Invite you to relevant events and opportunities

You can opt out of marketing messages at any time using the unsubscribe link or your account settings. Opting out of marketing does not stop transactional messages you need, such as booking confirmations, reminders, and receipts.

Housing advertising. Consistent with Section 2.1, we do not use protected characteristics to target housing-related advertising.

2.4 Text Messages

Where you provide and verify a mobile number, we send transactional text messages such as verification codes, booking confirmations, and appointment reminders. Message and data rates may apply. You may opt out of text messages by replying STOP or through your account settings. Opting out of texts may limit features that depend on phone verification.

2.5 Analyze Communications

We may review, scan, or analyze communications on the Platform for fraud prevention, security investigations, risk assessment, regulatory compliance, enforcement of our Terms, and customer support. We use automated methods where reasonably possible. We do not review or analyze your messages in order to send you third-party marketing, and we do not sell analyses of these communications.

2.6 Provide Payment Services

• Securely store and manage your Card on File through Stripe
• Authorize, capture, and refund charges, and process transfers to Agent or Broker Stripe Connect accounts
• Detect and prevent money laundering, fraud, and security incidents
• Comply with anti-money laundering and sanctions obligations
• Facilitate Stripe Connect onboarding, identity verification, and payout management
• Manage failed payments and retries

3. Sharing and Disclosure

3.1 We Do Not Sell Your Personal Information

Factour does not sell personal information, and does not share personal information for cross-context behavioral advertising, as those terms are defined under California law. We have not done so in the preceding twelve months.

3.2 Other Members

To facilitate bookings, we share limited information between Members:

• With a property owner or Agent hosting your showing: your first name and last initial, your verification status shown as badges, and the contact details necessary to coordinate the appointment.
• With a Consumer booking a tour: the Agent's name, license number, brokerage, profile, pricing, and contact details necessary to coordinate.
• With an Agent's Broker: transaction and payout information necessary to administer compensation.

We do not share identity documents, dates of birth, biometric information, or full addresses of Consumers with property owners or Agents. Property owners receive verification status only, never underlying identity data, and never Consumer photographs.

3.3 Service Providers

We share personal information with service providers who help us operate, including those that provide identity verification, payment processing, transactional email and text messaging, cloud hosting, mapping and geocoding, analytics, and customer support. These providers are contractually bound to protect your information and may use it only to perform services for us.

3.4 Public Profile and Listings

Information you choose to make public may be visible to others and may be indexed by search engines, including your public profile information and your property listings. Review your account settings to control what is visible.

3.5 Legal Requirements and Protection

We may disclose personal information if required to do so by law, legal process, or governmental request, or where we believe disclosure is necessary to protect the rights, property, or safety of Factour, our Members, or the public.

3.6 Business Transfers

If Factour is involved in a merger, acquisition, asset sale, or similar transaction, personal information may be transferred as part of that transaction. We will notify you before your personal information is transferred and becomes subject to a different privacy policy.

4. Third-Party Partners

The Platform integrates with third-party services whose privacy practices we do not control. Key partners include:

• Stripe -- payment processing and Connect payouts. Governed by the Stripe Privacy Policy.
• Google Maps and Places -- address autocomplete and mapping. Governed by the Google Privacy Policy.
• SendGrid -- transactional email delivery.

When you interact with embedded third-party services, that third party may collect data about your interaction directly. Review each provider's privacy policy for details.

5. Your Rights and Choices

Depending on where you live, you may have rights regarding your personal information. These may include:

• Access. Request a copy of the personal information we hold about you.
• Correction. Request that we correct inaccurate personal information.
• Deletion. Request that we delete your personal information, subject to legal retention obligations.
• Portability. Request your personal information in a machine-readable format.
• Objection or restriction. Object to or request restriction of certain processing.
• Opt out of marketing. Use the unsubscribe link in any marketing email or update your account settings at any time.

To exercise any of these rights, contact us at privacy@factour.com. We will respond within the timeframe required by applicable law. We may need to verify your identity before processing your request. We will not discriminate against you for exercising your privacy rights.

California residents. You have the right to know what personal information we collect, to delete it, to correct it, to opt out of sale or sharing (we do not sell or share), and to non-discrimination for exercising these rights. You may designate an authorized agent. Contact us using the details in Section 9.

6. Data Security

We implement technical, administrative, and physical safeguards designed to protect your personal information against unauthorized access, disclosure, alteration, or destruction. Payment card data is never stored by Factour; it is handled directly by Stripe. Agreement acceptance records, including IP addresses and timestamps, are stored securely and are not exposed through the Platform interface.

No security measure is perfect. If you believe your account has been compromised, contact us immediately at help@factour.com.

7. Children's Privacy

The Platform is not directed to children under 18. We do not knowingly collect personal information from anyone under 18. If we learn we have collected information from a child under 18, we will delete it promptly. If you believe we have collected such information, contact us at privacy@factour.com.

8. Changes to This Policy

We may update this Privacy Policy from time to time. On a material change, we will send email notice at least thirty days before the effective date. We will also update the version number and Last Updated date at the top of this page. Continued use of the Platform after the effective date constitutes acceptance of the updated Policy, to the extent permitted by law.

Prior versions are available on request.

9. Contact Us

For privacy questions, rights requests, or to challenge an automated decision, contact: