Privacy Policy

1. Information we collect

Cuenca House collects information when you interact with us through WhatsApp, our website or any other communication channel. This information may include:

• First and last name
• Phone number (WhatsApp)
• Email address
• Property preferences (type, area, budget)
• Messages and conversation history
• If you create an account on cuenca.house (with Google or your name and WhatsApp): your name, Google email address or WhatsApp number, and the properties you save as favorites

2. Use of information

We use the information collected to:

• Provide personalized help with your property search
• Contact you with options that meet your needs
• If you authorize it by ticking the corresponding box, email you properties similar to the ones you viewed or saved. You can unsubscribe at any time with the link at the bottom of every email
• Improve our services and artificial intelligence agent
• Comply with legal and regulatory obligations in Ecuador

3. AI processing

Cuenca House uses artificial intelligence technology to process WhatsApp conversations. Conversations are analyzed automatically to identify property needs and calculate a qualification score. This processing allows us to respond to your inquiries faster and more accurately.

4. Sharing information

We do not sell, rent or share your personal information with third parties for commercial purposes. We may share information with:

• Technology providers that help us operate (Supabase, xAI, TokenRouter, Anthropic, Meta, Google, Brevo for sending emails)
• Authorities when required by law

5. WhatsApp and Meta

Our WhatsApp communications are subject to the privacy policies of Meta Platforms, Inc. By contacting us through WhatsApp, you accept that platform's terms of use.

6. Cookies and analytics

We measure visits, property views, searches, filters and clicks through Google Tag Manager and Google Analytics from the first visit. Analytics and advertising storage are disabled by default: Google receives measurement signals without analytics cookies. These data provide less detail about users and journeys. “Necessary only” retains basic measurement without analytics cookies; “Accept” enables optional analytics cookies. You can change your choice using “Cookie preferences” in the footer and withdraw them at any time. If you create an account, we use a necessary session cookie to keep you signed in.

Microsoft Clarity analyzes clicks, scrolling and interaction recordings with strict text masking and no cookies by default. Without cookies, recordings cover individual pages and do not connect complete journeys or returning visitors. Buyer accounts and pages with URL parameters or fragments are excluded. We do not send form values, messages or contact details as event parameters. Google and Microsoft receive technical connection data and process measurement as external providers, potentially outside Ecuador. We do not enable advertising storage or personalization.

Microsoft privacy statement

7. Data retention

We retain your information for as long as necessary to provide our services and comply with legal obligations. If you wish to delete your data, you may request this at any time through our data deletion form.

Google Analytics retains event and user data for 14 months; user retention resets with new activity. Clarity retains recordings for 30 days and heatmaps and labeled or favorited sessions for 9 months, according to its service retention periods.

8. Your rights

You have the right to:

• Access your personal data
• Correct inaccurate information
• Request deletion of your data
• Object to the processing of your data

To exercise these rights, contact us at ventas@cuenca.house

9. Security

We implement technical and organizational security measures to protect your information, including SSL encryption, restricted access and regular backups.

10. Contact

For any questions about this privacy policy:

• Email: ventas@cuenca.house
• WhatsApp: +593 98 811 4497
• Web: cuenca.house
• Country: Ecuador