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Privacy policy

Last updated: March 24, 2026

Napkin Labs, LLC d/b/a Balcony ("Company," "we," "us," or "our") operates Balcony.ai (the "Service"). This Privacy Policy describes how we collect, use, and protect your information when you use the Service.

1. Information we collect

Information you provide

  • Account information: email address, name, phone number, and time zone when you create an account
  • Property information: property addresses, unit details, rental pricing, availability, and listing descriptions
  • Communication content: SMS messages, voicemail recordings, voicemail transcriptions, and call logs processed through the Service
  • Contact information: names and phone numbers of tenants and prospects who communicate with your properties
  • Maintenance requests: descriptions and status of maintenance issues submitted by tenants
  • Lease information: lease dates, rent amounts, and tenant assignments

Information collected automatically

  • Usage data: pages visited, features used, and interactions with the Service
  • Device information: browser type, operating system, and screen resolution
  • Analytics: we use Microsoft Clarity for session replay and heatmaps to improve the user experience

2. How we use your information

We use the information we collect to:

  • Provide, maintain, and improve the Service
  • Process and route SMS messages and voice calls between you and your tenants/prospects
  • Generate AI-powered responses to tenant and prospect inquiries
  • Schedule and manage property showings
  • Send you service-related notifications (escalations, showing reminders, maintenance alerts)
  • Provide customer support
  • Detect and prevent fraud or abuse

3. SMS and mobile information

We do not share, sell, rent, or trade mobile information — including phone numbers, SMS opt-in data, and message content — to third parties for promotional or marketing purposes.

SMS messages are sent only to individuals who have initiated contact with a property by calling or texting the property's dedicated phone number, or by booking a showing through an online listing. Message frequency varies based on the nature of the conversation. Message and data rates may apply. Recipients may opt out at any time by replying STOP to any message.

Voicemail recordings and transcriptions are stored securely and are accessible only to the property's landlord or manager through the Service.

4. Third-party services

We use third-party services to operate the platform for purposes including messaging, voice communications, AI processing, email delivery, image hosting, application infrastructure, error monitoring, and analytics. Each processes data only as necessary to provide their respective functions.

We do not sell your data to any third party. Data shared with these services is limited to what is necessary for the Service to function.

5. AI and automated processing

The Service uses artificial intelligence to generate responses to tenant and prospect inquiries. When AI processes a conversation, the message content and relevant property details are sent to our AI provider to generate a response. AI-generated responses are labeled with a confidence score, and messages below a configurable threshold are escalated to the landlord for manual review before being sent.

AI processing is performed on a per-message basis and is not used to build profiles or for purposes unrelated to the Service.

6. Data retention

We retain your account data for as long as your account is active. Communication records (messages, call logs, voicemails) are retained for the duration of your account to provide conversation history and audit trails. Upon account deletion, we will delete or anonymize your data within 90 days, except where retention is required by law.

Expired authentication tokens and session tokens are automatically purged.

7. Data security

We implement appropriate technical and organizational measures to protect your data, including:

  • Encrypted connections (HTTPS/TLS) for all data in transit
  • Secure, managed database infrastructure with encrypted storage
  • Content Security Policy (CSP) headers to prevent cross-site scripting
  • Rate limiting on authentication and API endpoints
  • Webhook signature validation for all inbound third-party requests
  • Session tokens with automatic expiration

No method of electronic transmission or storage is 100% secure. While we strive to protect your data, we cannot guarantee absolute security.

8. Your rights

Depending on your jurisdiction, you may have the right to:

  • Access the personal information we hold about you
  • Request correction of inaccurate information
  • Request deletion of your data
  • Opt out of SMS communications by replying STOP
  • Export your data in a portable format

To exercise any of these rights, contact us at hey@balcony.ai.

9. Children's privacy

The Service is not intended for individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us and we will promptly delete it.

10. Changes to this policy

We may update this Privacy Policy from time to time. We will notify you of material changes by updating the "Last updated" date at the top of this page and, where appropriate, by email. Your continued use of the Service after changes take effect constitutes acceptance of the updated policy.

11. Contact

If you have questions about this Privacy Policy or our data practices, contact us at:

Napkin Labs, LLC d/b/a Balcony
1200 Lake St. Louis Blvd, Unit 550
Lake St. Louis, MO 63367
hey@balcony.ai