This policy explains how Sans Software LLC ("Raftmark", "we", "us") collects, uses and shares information when you use raftmark.com, app.raftmark.com, the Raftmark iOS app and related services. It also explains the choices you have.
Two kinds of users
- Inspection businesses and their teams. Inspectors and office staff sign up for Raftmark to run their business. For their account information, we decide how it is used, and this policy applies directly.
- Clients of inspectors. Homebuyers, sellers, real estate agents and others interact with an inspector through Raftmark. The inspector controls that information and decides how it is used. We handle it on the inspector's behalf as their service provider, following their instructions and our terms. If you are a client, the inspector's own privacy policy also applies, and the inspector is the best first contact for questions or requests about your information.
Information we collect
From inspection businesses and their teams
- Account details, such as your name, email, phone number, role, company name, logo, address, license numbers, service area and prices.
- Billing details, such as your plan, billing status and invoices. Stripe collects and stores your card details. We do not see full card numbers.
- Content you create, such as inspections, reports, notes, photos and their markup, dictated text, templates, agreements, messages and data you import from other software.
- Calendar links you connect. We read them to show when you are busy, and we give you a private link to your own Raftmark calendar.
- Messages you send us for support.
About clients of inspectors
- Contact details the inspector adds or the client enters when booking, such as names, emails, phone numbers and property addresses.
- Inspection details, reports, and photos of the property.
- Signature records when a client signs an agreement: name, email, typed or drawn signature, IP address, device details, time of signing and a fingerprint of the signed document.
- Requests, answers and messages a client sends through the client portal or booking pages.
Collected automatically
When you use Raftmark, we and our providers collect technical details such as IP address, browser and device type, operating system, pages and screens viewed, actions taken, referring page, ad click IDs and campaign tags in links, and crash and error reports. We may infer a rough location from your IP address.
When you dictate notes, speech is turned into text by your device's or browser's built-in speech recognition. Depending on your setup, that may be processed by Apple or by your browser maker under their own privacy policies. We receive only the resulting text.
How we use information
- Provide Raftmark: scheduling, report writing, publishing reports and PDFs, the client portal, electronic signatures and email notifications.
- Draft findings and other text with AI when you use those features.
- Process payments and manage plans.
- Keep Raftmark secure, prevent fraud and abuse, and fix errors.
- Understand how Raftmark is used so we can improve it.
- Measure how well our ads work at bringing inspectors to Raftmark.
- Respond to support requests and send account and service notices.
- Meet legal obligations and enforce our terms.
We use client information only to provide the services to the inspector. We never use it for our own marketing or advertising, and we never contact clients except on an inspector's behalf.
When you use AI features, the notes, dictated text and photos involved are sent to Anthropic to generate a draft. We do not use your content to train AI models, and Anthropic does not use it to train theirs under our agreement.
Where the law requires a legal basis, such as in the EU or UK, we rely on performing our contract with you, our legitimate interests in running and improving Raftmark, your consent, or legal obligations, as appropriate.
How we share information
We share information with service providers (sub-processors) that help us run Raftmark. They may use it only to provide their service to us.
- Stripe: payments and billing.
- Railway: backend hosting and database.
- Vercel: web hosting.
- Cloudflare: DNS, photo and file storage (R2) and email routing.
- Resend: sending transactional email.
- Anthropic: AI drafting of findings and other report text.
- Sentry: error and crash monitoring.
- Komoot (Photon): address suggestions. When you type a property address, the text you type is sent to look up matching addresses.
- Meta: measuring our advertising through the Meta Pixel and Conversions API.
We also use Station, Sans Software's own product analytics, to understand how Raftmark is used. That data stays with Sans Software.
We also share information:
- At an inspector's direction, such as when they publish a report, send an agreement or message a client.
- Within a company account, where team members can see the inspections and client details they have access to.
- When the law requires it, or to protect the rights, property or safety of Raftmark, our users or others.
- As part of a merger, acquisition, financing or sale of assets, under this policy's protections.
- With your consent.
We do not sell personal information. We never share client information with advertisers. Sharing website and app activity with Meta to measure our ads may count as "sharing" or targeted advertising under some US state laws. You can opt out by emailing support@raftmark.com. We may use or share data that has been aggregated or de-identified so it no longer identifies anyone.
Cookies and similar technologies
We use a cookie to keep you signed in, and local storage so the apps can work offline and remember your preferences. On our websites, the Meta Pixel sets cookies to measure our ads. You can block or delete cookies in your browser settings. Raftmark needs the sign-in cookie to work.
How long we keep information
We keep account information and content while your account is open. Inspectors decide how long to keep their client information and can delete it. After an account is closed, we delete or de-identify its information within a reasonable time, unless we need to keep it for legal, tax, security or dispute reasons. Copies in backups are removed as those backups expire. Billing records are kept as long as tax law requires.
Security
We use reasonable technical and organizational measures to protect information, including encryption in transit, access controls and private, unguessable links for shared reports. No online service is perfectly secure, so we cannot guarantee absolute security.
Your choices and rights
Inspectors can update their account details, export their company's data and close their account in the app. You can opt out of promotional email using the link in the email. We will still send account and service notices.
Depending on where you live, you may have the right to access, correct, delete or get a copy of your personal information, to restrict or object to how we use it, to withdraw consent, to opt out of targeted advertising, and to appeal a decision we make about your request. To use these rights, email support@raftmark.com. We may need to confirm your identity, or that an agent is allowed to act for you. We will not treat you differently for using your rights. You may also complain to your local data protection authority.
If you are an inspector's client, please send requests about your information to that inspector. If you contact us, we will pass your request to them and help them respond.
California residents
In the past 12 months we have collected these categories of personal information: identifiers such as name, email, phone and IP address; commercial information such as plans and payments; internet activity such as how you use Raftmark; rough location from IP address; professional information such as inspector license numbers; and photos and signatures. We collect them from you, from inspectors, from your devices and from our service providers, for the purposes described above. We do not sell personal information and do not knowingly sell or share the information of anyone under 16.
International transfers
Raftmark is run from the United States, and we and our providers store and process information there. If you are outside the US, your information will be transferred to the US, where privacy laws may differ from yours. Where the law requires, we use appropriate safeguards for these transfers.
Children
Raftmark is a business tool and is not meant for children. We do not knowingly collect personal information from children under 13. If you believe a child has given us personal information, contact us and we will delete it.
Changes to this policy
We may update this policy from time to time. When we do, we will post the new version here and change the date at the top. If the changes are significant, we will also let you know by email or in the app.
Contact
Questions or requests about privacy? Email Sans Software LLC at support@raftmark.com.