Last updated: August 21, 2026
Residely is an AI platform for residential communities, operated by M29 Media LLC (doing business as NFM Labs). This policy explains what information we handle, why, and what choices you have. It covers app.residely.ai and residely.ai.
Two different groups appear in Residely, and they have different relationships with us. Our customers are property management companies and community operators; they hold accounts, and we handle their information as the business responsible for it. Residents and prospects are the people who call, text or chat with a community. We handle their information on behalf of that community, on its instructions and not for our own purposes — the community is the controller and Residely is the processor.
If you are a resident or prospective resident and want your information corrected or deleted, the community you contacted is the right place to start. If you reach us instead, we will refer you to them and help them action it.
Calls answered by the AI voice assistant are recorded and transcribed. The recording and transcript are used to show you what was said, to create the resulting lead or work order, to resolve disputes about a call, and to improve how the assistant handles similar calls.
Call audio is held by our telephony provider for 14 days and is not retained beyond that. Transcripts and the structured record of the call are kept in your account for as long as the account is active.
Several US states require every party to a call to consent to being recorded. Where a community is in such a state, the call must carry a recording notice. Residely provides the means to announce it, and the community operator is responsible for enabling it and confirming it is accurate.
The chat and voice assistants use large language models to understand what someone is asking and to reply in natural language. The assistant identifies itself as a virtual assistant and does not claim to be a person. Conversations are sent to our model provider to generate a reply; under our agreement with them, that content is not used to train their models.
The assistant does not make decisions with legal or similarly significant effect about anyone. It does not approve or decline applications, set pricing, or determine eligibility. It captures what a person tells it and hands the decision to the community's team.
We do not sell personal information, and we do not share it for cross-context behavioural advertising. We do not use resident or prospect information for our own marketing.
Staff opt in to Residely's lead-alert text program by entering their own mobile number and giving consent in the dashboard (see our SMS Consent & Opt-In page). Recipients can reply STOP to unsubscribe or HELP for help at any time. Message frequency varies; message and data rates may apply.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text-messaging originator opt-in data and consent will not be shared with any third parties. We use mobile numbers only to deliver the notifications the recipient signed up for.
We share information with service providers (sub-processors) only as needed to run the features you enable. Each is bound by contract to protect it and to use it only for the purpose we engaged them for. Data may be processed in the United States. As noted above, SMS opt-in and consent data are never shared with any third parties.
| Provider | Purpose |
|---|---|
| Railway Corp. | Application hosting and database infrastructure |
| Paddle.com Market Ltd. | Merchant of record — subscription billing and payment processing |
| Vapi Labs, Inc. | Telephony for the AI voice assistant, including call audio and transcription |
| Twilio Inc. | Phone numbers, SMS delivery and inbound text handling |
| OpenAI, L.L.C. | Language models behind the chat and voice assistants |
| Google LLC | Business Profile reviews, and sign-in where a Google account is connected |
| Resend, Inc. | Transactional and follow-up email delivery |
Where you connect an optional integration — a CRM, a social account, a property-management system — data also flows to that provider under your own agreement with them. We may disclose information if required by law, to enforce our terms, or in connection with a merger or sale of the business, in which case we will give notice first.
Residely's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. Information obtained from Google Business Profile APIs is used solely to display and respond to reviews within Residely on your behalf, is not sold, is not used for advertising, and is not shared except as needed to provide this feature or as required by law.
Data is encrypted in transit with TLS. OAuth tokens and other sensitive secrets are encrypted at rest with AES-256-GCM. Access is scoped per account, and the platform enforces that one customer cannot reach another customer's data. Card details never reach our systems — Paddle acts as merchant of record and collects payment information directly.
If you believe you have found a security problem, please write to security@residely.ai.
Depending on where you live, you may have the right to access, correct, delete or export your personal information, to opt out of its sale or sharing (we do neither), and not to be treated differently for exercising those rights.
Customers can use the in-app settings or contact us. Residents and prospects should ask the community they contacted, which can action it directly in Residely; if you contact us we will pass the request on and support it. You can stop marketing contact at any time by replying STOP to any text or using the unsubscribe link in any email — opting out of one channel opts you out across the platform.
Residely is a business tool and is not directed to children. We do not knowingly collect personal information from anyone under 13. If you believe a child's information has reached us, contact us and we will delete it.
We update this page when the product changes and move the date above. If a change materially affects how we handle personal information, we will notify account holders by email before it takes effect.
M29 Media LLC (dba NFM Labs) · privacy@residely.ai.