Privacy Policy

HiveReply (“we”, “our”, or “us”) provides AI-powered messaging, automation, and lead management for real estate agents and agencies in New Zealand and globally. We are committed to privacy, transparency, and compliance with all relevant privacy laws including the New Zealand Privacy Act, the EU GDPR, UK DPA, and the CCPA (California) where applicable.

1. What Information We Collect

We collect only what is needed to provide, improve, and secure our services:

• Contact details: phone, email, name (for agents and end customers)
• Messages, leads, and preferences: content sent via WhatsApp, SMS, Facebook Messenger, web, email, or our dashboard
• Profile/account info: for agents or agency users (login, usage, settings)
• Device/browser/IP address: for security, fraud prevention, analytics
• Cookie, consent, and communication preferences

2. Data We Process on Behalf of Agents (End Customer Data)

When agents or agencies use HiveReply, we may process personal data about their leads, buyers, tenants, or other contacts (“end customers”). This may include:

• Names, contact details, and messages sent through WhatsApp, SMS, Facebook Messenger, web, or email
• Inquiry details, property interests, preferences, viewing or callback requests
• Other data provided by the end customer to the agent via our service

We process this information solely for the purpose of:

• Delivering messaging, lead management, and AI automation to the agent
• Storing, transmitting, and organizing messages and leads securely between agents and their clients
• Enabling agents to respond, track, and follow up on inquiries

We do not use end customer data for our own marketing, profiling, or analytics, nor do we sell, rent, or otherwise monetize this data.

3. Multichannel, AI, and Third-Party Providers

HiveReply processes and transmits data via multiple channels, platforms, and providers, including:

• WhatsApp, SMS, Facebook Messenger, and other messaging platforms
• Email, for notifications or lead forwarding
• Third-party AI services (OpenAI, Google, Meta) for automated replies, lead extraction, and message analysis
• Secure hosting, cloud storage, analytics, and payment processors (e.g., Google Cloud, AWS, Stripe, Google Analytics)

These third-party vendors may process and store data in New Zealand, Australia, the United States, the European Union, or other countries, always under strong contractual and technical safeguards. These platforms process data according to their own privacy policies; we select subprocessors who meet high standards of security and compliance.

4. AI and Automated Decisions

Some replies and actions may be generated or assisted by AI/automated systems. If you or your clients prefer a human review or correction, you may request it at any time by contacting us or your agent. We monitor and improve our AI systems to ensure accuracy and safety.

5. Agent and Agency Responsibilities

Agents and agencies using HiveReply must ensure their clients (end customers) are informed that their data may be processed by HiveReply and relevant third parties (including via WhatsApp, Facebook, AI platforms, etc.) as part of lead or message handling. Where legally required, agents should obtain end customer consent and comply with applicable privacy regulations.

6. Data Sharing

• With agents/agencies: If you request information, a callback, or make an inquiry via HiveReply, your data will be shared with the relevant real estate agent or agency.
• With service providers: We share data only with subprocessors who help us operate our platform, under strict privacy agreements (OpenAI, Google, Meta, Stripe, etc.).
• With legal authorities: If required by law, court order, or to protect users.

We do not sell, rent, or trade your data with third parties for advertising or commercial gain.

7. Data Location, Storage & Security

• Data is encrypted in transit and, wherever possible, at rest.
• Stored on secure, access-controlled infrastructure (Google Cloud, AWS, etc.).
• Only authorized HiveReply staff and administrators have access, solely for support and platform operations.

8. Data Retention – How Long We Keep Your Data

We retain data only as long as necessary for service or as required by law. You may request deletion at any time. See below:

Data Type	Purpose	Retention
Messages & Leads (incl. end customers)	Service delivery, agent connection	90 days unless agent/customer relationship continues
Account/Profile Info	Onboarding, login, support	Until deletion or account closure
Analytics & Device Data	Security, platform improvement	12 months (anonymized where possible)
Marketing Consent	Newsletter, communications	Until withdrawn/unsubscribed

9. Cookies and Tracking

Our website uses minimal cookies for essential functions (site navigation, login sessions) and anonymous analytics. No advertising or cross-site tracking cookies are used without explicit consent. You may manage cookies in your browser, and will be prompted for consent if/when we introduce non-essential cookies.

10. Your Rights (NZ, EU/UK, CCPA)

• Access your data (“Right to Access”)
• Request correction of inaccurate data
• Request erasure (“Right to be Forgotten”)
• Object to or restrict processing
• Request data portability (export in machine-readable format)
• Withdraw consent for communications/marketing at any time
• Not be subject to automated decisions without meaningful human review

To exercise your rights, email privacy@hivereply.com from your registered email or phone. We respond within 7 days. For end customers, you may also contact the real estate agent or agency who collected your data via HiveReply.

11. End Customer Rights (Leads, Buyers, Tenants, etc.)

If your data has been processed by HiveReply on behalf of an agent or agency, you may:

• Contact the relevant agent or agency directly to exercise your privacy rights, or
• Contact HiveReply (privacy@hivereply.com) for assistance. We will coordinate with the agent to address your request as required by law.

12. CCPA (California Residents)

• We do not sell personal data.
• You may request a copy, correction, or deletion of your data at any time.
• No discrimination for exercising your privacy rights.

To make a CCPA request, contact privacy@hivereply.com with “CCPA Request” in the subject line.

13. Marketing, Email, and SMS Communications

We may send onboarding info, service messages, or updates (never spam or third-party offers). You can opt out at any time via the message footer or by contacting us. We do not use data for advertising or profiling unless you provide explicit consent.

14. Data Breaches & Notification

If a data breach occurs affecting your information, we will notify all affected users and/or agents promptly, as required by law (NZ, GDPR, CCPA, etc.).

15. Children’s Privacy

HiveReply is not intended for use by children under 16. If you believe a child has submitted information, contact us for prompt removal.

16. Third-Party Services & International Data Transfers

We use third-party services (e.g., OpenAI, Google, Meta, Stripe, analytics) for messaging, AI, payments, and platform delivery. Data may be processed in New Zealand, Australia, Europe, the US, or other jurisdictions under strong contractual protections and in compliance with local laws.

17. Complaints & Contact Details

For questions, requests, or complaints, contact: privacy@hivereply.com
If not satisfied with our response, you may contact the NZ Privacy Commissioner: www.privacy.org.nz

18. Policy Updates

This policy may be updated for legal, technical, or service changes. The latest version will always be available at /privacy. We will notify users of material changes.