Privacy Policy

Information we collect

Account information

Name, email address, phone number, role, organization, and sign-in details. Passwords are stored only as salted hashes. If you turn on multi-factor sign-in we also store the authenticator secret or the phone number used to send codes, and hashed backup codes.

Information organizations put in Return Grid

Customers enter and upload information about their properties, units, leases, renters, vendors and finances. For renters and applicants this can include name, contact details, lease terms, rent and deposit payments, maintenance requests, messages, photos and documents, and the contents of a rental application. The customer decides what to collect from their renters. For that information, the customer is the party responsible for it and Return Grid handles it on the customer's behalf and on their instructions.

Bank account information (only if an organization connects a bank)

When an organization connects a bank or credit card account, we receive from Plaid the account name, type, last four digits of the account number, and the transactions on it: date, amount, description, merchant name and whether the transaction is pending. See Bank connections through Plaid. We never see or store the username or password you use at your bank.

Technical information

IP address, browser and device type, pages and features used, and error and security logs. We use cookies that are needed to keep you signed in and to protect the service. We do not use advertising cookies.

How we use it

• To provide Return Grid: sign you in, run leases and rent, record payments and accounting entries, send notices, and support maintenance work.
• To show an organization the transactions from its own bank accounts so it can match them to its books and reconcile them.
• To secure the service, prevent fraud and abuse, and investigate problems.
• To send service messages such as sign-in codes, receipts, notices and reminders that an organization or the service sends on your behalf.
• To meet legal obligations.

We do not sell personal information, we do not share it for advertising, and we do not use bank account data to make credit, lending or insurance decisions.

Bank connections through Plaid

Organizations can connect a business bank or credit card account to Return Grid so that its transactions arrive automatically. We use Plaid Inc. to make that connection.

• You sign in to your bank inside Plaid, not inside Return Grid. When you choose to connect an account, Plaid's window opens and you enter your bank credentials there. Return Grid never receives them.
• What we ask for. We request read access to account details and transactions only. We cannot move money, and we do not request access to payments, identity documents or other products.
• What Plaid does with your data. Plaid collects, uses and shares your information under its own End User Privacy Policy, which you can read at plaid.com/legal. You can also manage the connections Plaid holds for you at my.plaid.com.
• What we do with it. We store the transactions in the organization's Return Grid books so they can be matched, reconciled and reported on. We use them only to provide that feature to that organization. Provider access tokens are encrypted before they are stored and can be read only by our servers.
• Who can see it. Only signed-in users of that organization, and Return Grid staff who need access to support or secure the service. Another organization never sees them.

Your consent and choices

• Connecting a bank is always your choice. Nothing is connected until an authorized user of the organization starts the connection, reads the notice shown before Plaid opens, and approves it.
• You can disconnect at any time from the bank connections screen in the Owner Portal. Disconnecting stops syncing, deletes the stored access token, and asks Plaid to remove the connection. Transactions already imported remain in the organization's books, because they are part of its accounting records, until the organization asks us to delete them or closes its account.
• If bank feeds are turned off for an organization, syncing stops at once, and the provider connection is removed after a 30 day grace period so it can be switched back on without reconnecting.
• Multi-factor sign-in is available to every Owner Portal and Tenant Portal user and can be turned on from account settings.

Who we share it with

We share information only with the following kinds of recipients, and only as needed.

We also disclose information when the law requires it, to protect the safety or rights of people or the service, or as part of a merger or sale of the business, in which case the recipient must honor this policy. We do not share Plaid-sourced data with anyone outside this list except the organization it belongs to.

How we protect it

• All traffic is encrypted in transit with TLS, and our sites are served over HTTPS only.
• Data stored in our database and file storage is encrypted at rest. Bank connection access tokens are additionally encrypted by the application with AES-256-GCM before they are stored, and kept in a table that browsers cannot read.
• Each organization's data is separated at the database level with row-level security, and automated tests that prove one organization cannot read another's data must pass before any change is released.
• Access to production systems is limited to the staff who need it, and staff actions in the Admin Portal are logged.
• Sign-in is rate limited, sessions expire, and multi-factor sign-in is available.
• Card numbers are never handled by Return Grid. Payments are entered on the payment provider's hosted page.

No system is perfectly secure. If we learn of a breach that affects your information we will notify the affected organization and, where the law requires, you and regulators.

How long we keep it

• Organization records (including imported bank transactions) are kept while the organization's account is active, because they form its books and are locked once a period is reconciled.
• When an organization closes its account, it can export its data for 30 days afterwards. We then delete the organization's data from the live system within 90 days, and it ages out of backups within 35 days after that.
• Bank connection tokens are deleted when a connection is disconnected, and the connection is removed at Plaid.
• Security and audit logs are kept for 12 months, and our own billing records for as long as tax law requires.
• We keep information longer only where the law requires it or a legal hold applies.

Your rights

Depending on where you live, including under the California Consumer Privacy Act, you may have the right to know what personal information we hold about you, to correct it, to delete it, to receive a copy, and to not be discriminated against for using these rights.

If you are a renter or applicant, the organization that manages your rental is responsible for the records it keeps about you. You can ask them, or ask us and we will pass your request to them. If you are a customer user, write to us at the address below. We will verify who you are and respond within 30 days. If you asked us to delete information we hold for an organization, we may need the organization's confirmation first.

To remove the connection Plaid holds between your bank and Return Grid, use my.plaid.com.

Children

Return Grid is not directed to children under 13 and we do not knowingly collect their information. A parent or guardian who believes we have should contact us and we will delete it.

Changes to this policy

When we change this policy we will post the new version here and update the effective date. If a change is material, we will also tell customers through the Owner Portal or by email.

Contact us