Privacy Policy

Information we collect

Account and profile information: your name, email address, phone number, date of birth, mailing address, and any bio or profile details you add.

Rental application and financial information: for long-term rental applications, information such as employment and income details, banking information, current and prior address and landlord history, guarantor and reference contacts, dependents, vehicles, and eviction or bankruptcy history where relevant to assessing an application.

Identity verification documents: government-issued identifiers (such as a Social Insurance Number, driver's licence, passport, or national ID) and copies of supporting documents, collected to verify a renter's or host's identity, or to verify landlord/business/property-ownership status.

Listing, booking, and lease information: property details and photos submitted by hosts; booking and reservation details; lease agreements and related e-signature records processed through our signing provider.

Payment information: billing details needed to process rent, deposits, or fees. Card and bank details are collected and processed directly by our payment processor (Stripe) — FlexStay does not store full card numbers.

Messages and support: messages exchanged between hosts and renters through FlexStay, and information you provide in support tickets, reports, or disputes, including any attachments.

Location and usage information: addresses and location data entered for property search (via Google's Places/Maps services), and standard technical information such as IP address, browser type, device information, and pages visited.

How we use your information

We use personal information to operate the Services: creating and securing accounts, publishing and searching listings, processing bookings and rental applications, generating and routing leases for signature, processing payments, enabling messaging between hosts and renters, providing customer support, and investigating reports or disputes. We also use it to verify identity and prevent fraud, to send service, security, and transactional notifications, to comply with legal and regulatory obligations, and to maintain and improve the Services.

How we share your information

With other users, as needed to complete a transaction — for example, a host sees a tenant's rental application and identity verification status when reviewing an applicant, and a renter sees a host's listing and public profile information.

With service providers who help us operate the Services under contract, including Stripe (payments), DocuSign (e-signatures), Google (address search and, if you choose, sign-in), Resend (transactional email), and our cloud hosting and storage providers. These providers are only permitted to use your information to provide their service to us.

With authorities or third parties where required by law, to enforce our Terms and Conditions, to protect the rights, property, or safety of FlexStay, our users, or the public, or in connection with a merger, acquisition, or sale of assets.

We do not sell your personal information.

Cookies and similar technologies

We use cookies and similar technologies to keep you signed in, remember preferences, and understand how the Services are used. You can control cookies through your browser settings, though some parts of the Services may not function properly without them.

Data retention

We retain personal information for as long as needed to provide the Services and for the period required to meet our legal, accounting, tax, dispute-resolution, and audit obligations, after which it is deleted or anonymized. Rental applications, lease records, payment records, verification documents, and messages are typically retained longer to support legal, safety, or dispute-related needs.

Listings expire on the date selected by the host (90 days by default). An expired listing is immediately removed from public search and detail pages. After a 30-day renewal window, we automatically redact the listing's public content and remove listing-only media. We keep only the minimum information needed for bookings, leases, disputes, fraud prevention, or legal obligations. A legal hold pauses this process.

Security

We use administrative, technical, and physical safeguards designed to protect personal information, including encryption in transit, access controls, and audit logging of sensitive actions. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

Your rights and choices

You can review and update most of your account and profile information directly from your dashboard. For access, correction, export, or deletion requests beyond what's available there, contact FlexStay support using the email address connected to your account; we may need to retain certain information as described above even after a deletion request. See our User Data Policy for more detail.

International data transfers

Some of our service providers may process or store information outside Canada. Where that happens, we take steps to ensure the provider protects your information consistently with this Policy and applicable law.

Children's privacy

The Services are not directed to, and are not intended for use by, anyone under 18. We do not knowingly collect personal information from children.

Changes to this policy

We may update this Privacy Policy from time to time. When we do, we will revise the effective date shown on this page. Continued use of the Services after a change constitutes your acceptance of the updated Policy.

Contact us

Questions about this Privacy Policy or how we handle your personal information can be sent to support@flexstay.ca or 210 Carlton Street, Unit L1, Toronto, ON M5A 2L1.