Privacy Notice

Who we are

Ostella (“Ostella”, “we”, “us”) provides the Ostella application for real estate professionals. Ostella is the data controller for personal data processed about account holders and about the people whose details agents record in the app. For questions about this notice or your data, contact us at privacy@get-ostella.com.

Where an agent uses Ostella to record, store, or process information about their own clients, the agent is the data controller for that information and Ostella acts as a data processor on the agent’s instructions. The agent decides what is recorded and is responsible for having a lawful basis and any consent required to do so. Ostella remains the data controller for account, billing, and technical data relating to the agent’s own use of the service.

Personal data we collect

• Account data — name, email address, authentication identifiers (including Google sign-in identifiers), theme and account preferences.
• Content you create — voice memos and uploaded recordings, transcripts, AI-extracted details, client records (names, phone numbers, emails, notes), calendar events, and draft follow-up emails.
• Subscription data — plan, subscription status, renewal dates. Card and billing details are collected and held by Paddle, not by us.
• Technical data — IP address, device and browser information, log and error data, and basic usage telemetry.
• Support data — messages you send us.

Why we use it, and our legal basis

• Providing the service (accounts, transcription, extraction, drafting, storage, export) — performance of our contract with you.
• Billing and subscription management — performance of our contract and compliance with legal obligations.
• Security, fraud prevention, and abuse handling — our legitimate interest in keeping the service safe.
• Service improvement and troubleshooting — our legitimate interest in maintaining and improving Ostella.
• Customer support — performance of our contract.
• Marketing emails, where sent — your consent, withdrawable at any time.

Who we share data with

• Paddle.com Market Ltd — our Merchant of Record. Paddle handles checkout, payments, subscription billing, tax compliance, invoicing, and refunds, and processes your billing information under its own privacy notice.
• Infrastructure and service providers — hosting, database, storage, email delivery, and error-monitoring providers acting as our processors.
• AI processing providers — used to transcribe audio and generate structured notes and draft emails. Content is sent for processing to produce your output.
• Professional advisers — legal and accounting advisers where necessary.
• Authorities — where required by law or to protect our legal rights.

We do not sell personal data.

International transfers

Our providers may process data outside your country, including outside the UK/EEA. Where that happens, transfers are covered by appropriate safeguards such as Standard Contractual Clauses or an adequacy decision.

Retention

We keep your account content for as long as your account is active. Deleted notes and clients sit in Trash and are removed on permanent delete. After account closure we delete or anonymise your content within 90 days, except records we must retain for legal, tax, or accounting purposes (typically up to 7 years for transaction records held by us or Paddle).

Your rights

Subject to applicable law, you may request access to your data, correction, erasure, restriction of processing, portability, and object to processing based on legitimate interests; where processing relies on consent, you may withdraw it at any time. You can export all of your data yourself at any time from Settings. Email privacy@get-ostella.com to exercise a right — we respond within one month. If you are in the UK/EEA you may also complain to your local supervisory authority.

Security

We apply appropriate technical and organisational measures, including encryption in transit, encryption at rest for stored audio and database content, row-level access controls so each account can only reach its own records, and restricted administrative access. No system is completely secure, so we cannot guarantee absolute security.

Cookies

Ostella uses essential cookies and local storage for sign-in sessions and preferences such as your theme. Our checkout provider, Paddle, may set cookies necessary to complete a purchase. You can clear or block cookies in your browser, though sign-in will not work without the essential ones.

Children

Ostella is for business use and is not directed at children under 16.

Changes

We may update this notice. Material changes will be notified in the app or by email before they take effect.