Effective Date: 28 July 2026
Last Updated: 28 July 2026
This Privacy Policy explains how personal information is collected, used, stored, disclosed, and protected when you use the Staff mobile application, administrative systems, websites, and related services collectively referred to as the “Service.”
The Service is developed and operated by TownTender, LLC (“TownTender,” “we,” “us,” or “our”) for community owners, operators, management companies, homeowners’ associations, service companies, and other authorized organizations collectively referred to as the “Organization.”
The Service is intended only for authorized personnel. Depending on the permissions assigned by an Organization, users may have one or more of the following roles:
Admin
Service Provider
Service Provider Moderator
Gate Security
Security & Violations
By accessing or using the Service, you acknowledge the practices described in this Privacy Policy.
The Organization generally determines why and how staff, contractor, service-provider, resident, visitor, and community information is processed. In these circumstances, the Organization acts as the data controller or equivalent entity under applicable law.
TownTender generally processes this information on behalf of the Organization as a data processor or service provider.
TownTender may act as an independent data controller for limited purposes, including:
Securing and protecting its systems
Maintaining technical and security logs
Preventing fraud, abuse, and unauthorized access
Providing technical support
Complying with legal obligations
Establishing, exercising, or defending legal claims
Improving the reliability and performance of the Service using aggregated or de-identified information
Questions concerning employment, work assignments, user permissions, disciplinary decisions, community operations, or staff records should normally be directed to the relevant Organization.
The information collected depends on your role, permissions, Organization, and the features enabled within the Service.
We may collect:
Full name
Mobile phone number
Email address
Profile photograph
Staff, employee, or service-provider identification number
Employer or contracting company
Assigned Organization or community
Job title and department
User role and system permissions
Username and authentication credentials
Account creation, approval, suspension, and verification records
For Service Providers and Service Provider Moderators, we may process:
Assigned service requests
Resident or requester details necessary to fulfil a request
Property, unit, building, or service location
Service category and description
Appointment and scheduling information
Request status and completion time
Notes, comments, and internal instructions
Photographs, videos, documents, or other evidence
Ratings, feedback, and complaint records
Assignment, reassignment, approval, and rejection history
Communications relating to service requests
Users must only access and use this information to perform authorized duties.
For Gate Security personnel, we may process:
Scanned QR codes and digital access credentials
Visitor names and contact information
Host or inviting resident details
Vehicle and license-plate information
Visit date, time, and validity period
Authorized gate or access point
Entry or exit status
Access approvals and denials
QR-code scanning date, time, and staff user
Identification information or documents where authorized
Notes relating to an access event
Scanning a QR code may create a permanent or temporary access log for security, auditing, and incident-investigation purposes.
For Security & Violations personnel, we may process:
Reported security incidents
Violation type and description
Date, time, and location of an incident
Property, unit, resident, visitor, vehicle, or service-provider information
Photographs, videos, audio recordings, or documents
Witness or reporter information
Security notes and investigation records
Warning, escalation, and resolution status
Actions taken by authorized personnel
Staff member responsible for recording or reviewing the incident
Violation and security information must be recorded accurately and must not contain irrelevant, insulting, discriminatory, or excessive personal information.
For Admin users, we may record:
Accounts created, edited, activated, suspended, or deleted
Roles and permissions granted or removed
Information viewed, exported, approved, rejected, or changed
Announcements and notifications sent
Service requests assigned or reassigned
Access or visitor permissions managed
Reports generated or downloaded
Administrative settings changed
Other actions performed through the Service
Administrative activity may be retained in audit logs to protect the Organization, users, and integrity of the Service.
When you use the Service, we may automatically collect:
Internet Protocol address
Device type and manufacturer
Operating-system type and version
Application version
Device or application identifiers
Push-notification token
Language and time-zone settings
Network and connection information
Login, logout, and authentication events
Application activity and feature usage
Error reports and diagnostic information
Date and time of requests
Security and fraud-prevention information
Depending on your role and the enabled features, the Service may request access to:
Camera: to scan QR codes or capture incident and service-request evidence
Photo library or files: to upload or save authorized attachments
Location: to identify the location of an assigned service, gate, incident, or expressly enabled workforce feature
Bluetooth and nearby devices: to communicate with compatible access-control equipment
Notifications: to deliver assignments, alerts, announcements, and status updates
Microphone: where an authorized audio-recording or communication feature is provided
The Service will request permissions through the device operating system where required.
Disabling a permission may prevent the related feature from working. Device permissions do not authorize staff to collect information unnecessarily or outside their assigned duties.
Authorized staff may access personal information belonging to residents, property owners, tenants, visitors, employees, contractors, and service providers.
This may include:
Names and contact details
Property and unit details
Visitor and access information
Service requests
Vehicle information
Payment or account status, where authorized
Complaints and communications
Security incidents and violations
Photographs, documents, and identification information
Access is determined by the user’s assigned role and permissions. The availability of information within the Service does not authorize its use for personal or unrelated purposes.
Personal information may be processed to:
Create, verify, secure, and administer staff accounts
Assign roles and control permissions
Authenticate users and prevent unauthorized access
Manage service requests and provider assignments
Review, approve, and monitor service-provider performance
Validate QR codes and other access credentials
Record visitor entry and exit
Manage security incidents and violations
Capture authorized evidence and supporting documents
Communicate assignments, alerts, and operational notices
Generate administrative and operational reports
Maintain audit and activity logs
Investigate complaints, disputes, fraud, and security incidents
Protect residents, visitors, staff, properties, and systems
Provide technical and customer support
Diagnose errors and improve performance
Comply with legal, regulatory, accounting, and contractual requirements
Establish, exercise, or defend legal claims
Create aggregated or de-identified operational statistics
Personal information must not be used for private interests, unauthorized monitoring, marketing, harassment, or any purpose unrelated to authorized duties.
Where applicable law requires a legal basis, information may be processed based on:
Performance of an employment, contractor, or service agreement
Provision of requested services
Compliance with legal or regulatory obligations
Legitimate interests, including security, access management, service administration, fraud prevention, and protection of legal rights
Consent, where required
Protection of personal safety or vital interests
Performance of tasks in the public interest, where applicable
Other lawful grounds available under applicable law
Where processing is based on consent, consent may be withdrawn subject to applicable law. Withdrawal does not affect processing that lawfully occurred before withdrawal.
Access to the Service is granted according to assigned roles and permissions.
Users must:
Access only information necessary for their authorized duties
Keep login credentials and devices secure
Never share an account with another person
Never copy, photograph, download, export, or disclose information without authorization
Verify information before recording incidents or violations
Use residents’ and visitors’ information only for legitimate operational purposes
Immediately report suspected unauthorized access or data disclosure
Stop using the Service when authorization or employment ends
Follow the Organization’s confidentiality, security, and acceptable-use policies
The Organization may change, suspend, or revoke access at any time.
Activity performed through a staff account may be attributed to the registered account holder and recorded for auditing and security.
To protect community information and investigate misuse, the Service may record:
Successful and failed login attempts
Accounts and records accessed
QR-code scans
Records created, viewed, edited, approved, or deleted
Files uploaded or downloaded
Reports generated or exported
Roles and permissions changed
Device, network, date, and time information
Security alerts and suspected misuse
These records may be reviewed by authorized Organization personnel, TownTender, auditors, security professionals, or authorities where lawfully required.
The Service should not be used for secret or unlawful employee surveillance. Any workforce monitoring must be conducted by the Organization in accordance with applicable law and its own notices and policies.
Information may be disclosed to:
The Organization and its authorized personnel may access information necessary to administer users, services, gates, security operations, violations, and community activities.
Limited staff or service-provider information may be displayed to residents or requesters where necessary to manage a service request, appointment, communication, complaint, or security matter.
This may include the staff member’s name, role, company, profile photograph, request status, or work-related contact information.
Information may be shared with authorized maintenance companies, security contractors, service providers, auditors, professional advisers, or other parties needed to fulfil authorized functions.
We may use providers supporting:
Cloud hosting and storage
Databases and backups
Cybersecurity and monitoring
Application diagnostics and crash reporting
Push notifications
Email, SMS, WhatsApp, and other communications
Maps and location services
Customer support
Identity and access-management systems
These providers may process information only to provide authorized services and are subject to appropriate confidentiality and security obligations where required.
Information may be disclosed where reasonably necessary to:
Comply with applicable law or a lawful governmental request
Protect the rights or safety of users and others
Investigate fraud, misconduct, security incidents, or unlawful activity
Enforce applicable agreements
Establish, exercise, or defend legal claims
Relevant information may be transferred as part of a merger, acquisition, reorganization, financing, sale of assets, or similar transaction, subject to applicable law and appropriate safeguards.
TownTender does not sell personal information for monetary consideration.
The Service is not intended to use personal information for third-party behavioral advertising or to track users across unrelated applications and websites for advertising purposes.
If these practices change, appropriate notice and legally required privacy choices will be provided.
Information is retained only for as long as reasonably necessary for the purposes described in this Privacy Policy and to satisfy legal, contractual, accounting, operational, dispute-resolution, and security requirements.
Retention periods may vary:
Staff account information may be retained while access remains active and for a reasonable period afterward.
Access, QR scanning, security, and violation logs may be retained according to the Organization’s security requirements and applicable law.
Service-request records may be retained for operational history, complaints, reporting, and dispute resolution.
Administrative audit logs may be retained to investigate unauthorized activity and protect system integrity.
Technical and diagnostic logs may be retained for a limited security and troubleshooting period.
Evidence connected to an investigation, dispute, or legal claim may be retained until the matter is resolved.
Backup copies may remain until securely overwritten through the normal backup cycle.
When information is no longer required, it will be deleted, anonymized, or securely isolated, subject to applicable law and technical limitations.
Staff accounts are generally created and controlled by the Organization.
Users may request account closure or deletion of eligible personal information by contacting:
Their Organization or authorized administrator
TownTender using the contact information in Section 18
We may need to verify the requester’s identity and authority.
Deleting the application does not automatically delete the account or its records.
Certain information may be retained after account closure where required for:
Legal or regulatory compliance
Security and audit records
Financial or operational records
Active investigations
Complaints, disputes, or legal claims
Protection of another person’s rights
Other lawful exceptions
Operational records created by a staff member, such as service updates, access logs, and violation reports, may belong to the Organization’s official records and may not be deleted merely because the staff account is closed.
Depending on applicable law, users may have rights to:
Know whether their personal information is processed
Access or receive a copy of their personal information
Correct inaccurate or incomplete information
Request deletion of eligible information
Restrict or object to certain processing
Withdraw consent
Request portable information where applicable
Appeal certain privacy decisions
Submit a complaint to a relevant data-protection authority
Receive information about certain automated decisions
These rights are not absolute and may be subject to identity verification, the Organization’s legal obligations, official-record requirements, and other lawful exceptions.
Requests concerning Organization-controlled information may be forwarded to the relevant Organization.
The Service may use systems or providers located outside the user’s country.
Where personal information is transferred internationally, TownTender and the Organization will use safeguards required by applicable law. These may include:
Adequacy decisions
Standard contractual clauses
Approved data-transfer agreements
Transfer assessments
Consent or other lawful transfer grounds
Technical and organizational protections
Local hosting or data-residency arrangements where required
We use reasonable administrative, technical, and organizational safeguards designed to protect personal information, including:
Encryption during transmission
Authentication and access controls
Role-based permissions
Security and audit logging
Network and system protections
Backups and recovery controls
Secure development practices
Confidentiality requirements
Incident-response procedures
No electronic system is completely secure, and absolute security cannot be guaranteed.
Users are responsible for protecting their credentials and devices and must promptly report suspected unauthorized access.
If a personal-data breach occurs, we will investigate and take reasonable steps to contain and address it.
The affected Organization, users, and relevant authorities will be notified where required by applicable law.
Staff users must immediately report any suspected loss, unauthorized disclosure, account compromise, or improper access to personal information.
The Staff app is intended only for authorized adults or persons legally permitted to perform their assigned duties.
It is not intended for children.
Staff may encounter information relating to minors when performing authorized community, family, visitor, access, service, or security functions. Such information must be handled with particular care and only for legitimate authorized purposes.
We may update this Privacy Policy to reflect changes in the Service, technology, law, or business practices.
The revised policy will be published with an updated “Last Updated” date.
Where changes materially affect users’ rights or the use of personal information, additional notice or consent will be provided where required by law.
For privacy questions, requests, or complaints, contact:
TownTender, LLC
Email: info@towntender.com
Website: https://towntender.com
You may also contact the Organization that created or administers your Staff account.
Please use “Staff App Privacy Request” as the subject and identify the relevant Organization or community.
If the laws applicable in your country provide protections greater than those described in this Privacy Policy, those protections will continue to apply.
Nothing in this Privacy Policy limits rights that cannot lawfully be waived or restricted.