Privacy Policy

This policy explains what information Baseline Systems, Inc. ("Baseline," "we," or "us") collects, how we use it, who we share it with, how long we keep it, and what you can ask us to do with it. The policy covers our website at baseline-systems.com, our app at app.baseline-systems.com, the texts and emails we send, and the outreach we do to tell businesses about Baseline.

Summary

• We use your information to run the repair requests and maintenance cases you take part in, and to test and improve how Baseline reads reports, diagnoses problems, and estimates repair costs.
• In a repair request, the other side sees only what your side sends across, with three exceptions. An agent who represents both sides sees everything on both sides. The buyer's side sees proof of agreed work as soon as the seller's side uploads it. And facts the seller's side gives us about a requested item can appear in the diagnoses and price estimates both sides see.
• We use AI services to read reports and photos and to draft findings, diagnoses, and price estimates. Section 6 lists the companies we work with.
• We don't sell personal information, and our website runs no advertising or tracking tools.
• We keep information on the schedule in section 9. For example, within 30 days after a repair request ends, we delete material that never reached the other side, unless the person who uploaded it asked us to keep it.
• You can ask us to see, correct, copy, or delete your information by emailing hello@baseline-systems.com. After a sale closes, the buyer's record of the home stays with the buyer, so anyone else in the case can remove only their name and contact details from it.

The summary helps you find your way, and the sections below have the details.

1. Who we are and what this policy covers

Baseline makes software for two kinds of work. In a repair request, the two sides of a home sale work through the buyer's request for repairs after an inspection. In a maintenance case, a tenant reports a problem to a landlord or property manager, and Baseline helps work out what's wrong and get it fixed.

This policy applies to everyone whose information we handle. Those people include real estate agents and brokerage staff, home buyers and sellers, landlords and property managers, tenants, property owners, tradespeople and other vendors, transaction coordinators, people who contact us through our website, and people at businesses we contact about Baseline.

When we run a maintenance case, we act for the landlord or property manager, and they decide what happens to the information in the case. We also use information from maintenance cases for our own purposes, which sections 5 and 9 describe, and we decide those uses. The landlord's or property manager's own privacy practices apply to what they do with their tenants' information.

This policy doesn't cover what other people do with information after they receive it through Baseline, such as the other side of a sale or a landlord's own records. The policy also doesn't cover other companies' websites, even when we link to them.

2. What we collect

Information you give us

What we collect depends on how you use Baseline.

• Agents and brokerage staff. Your name, email address, job title, phone numbers, and email signature, and your brokerage's name and address. For each listing, the property address, your client's name, the deadlines you enter, and the buyer's agent's name and email address.
• Buyer's agents. The inspection reports you upload and everything in them, which often includes names, the property address, photos, and the inspector's notes. Also the items you choose to request, your rankings and comments, and your responses to the seller's side.
• The seller's side. Answers to our questions about the requested items, photos and documents, your responses and comments, any credit you offer, and proof that agreed work was done.
• Landlords and property managers. Property and unit details, such as the address, parcel number, year built, and size. Tenant records, such as name, email address, phone number, lease dates, and lease status. Also leases, vendor contacts, work-order emails from your property management software, owner approvals, and work orders.
• Tenants. Your name and phone number, which usually come from your landlord or property manager. Also your description of the problem, your answers in our diagnostic chat, your photos, and your scheduling choices.
• Property owners. Your approval decisions and the budgets you approve.
• Tradespeople and other vendors. Your company name, contact name, address, email address, phone numbers, and trades, and the bids, prices, notes, documents, and photos you send.
• People who contact us. Your name, email address, role, company or brokerage, and message.

Information other people give us about you

People often give us information about someone else. A listing agent gives us the buyer's agent's name and email address to invite them. A landlord gives us a tenant's contact details. An inspection report can name the buyer, the seller, the agents, and the inspector. A work-order email from property management software can include a tenant's name, phone number, unit, and whether they allow entry. If you give us information about another person, you need the right to share it.

Information we collect from public sources

To tell property management companies and other real estate businesses about Baseline, we collect business contact details, such as company names, business email addresses, and business phone numbers, from public business listings and company websites.

Information we create

From what people give us, Baseline creates findings pulled from inspection reports, cropped photos with descriptions, diagnoses, suggested repairs, and estimated price ranges, which we call price bands. In a maintenance case, a diagnosis can say whether the tenant's use of the home may have caused the problem and whether the tenant might be responsible for the cost. We also keep records of each case, such as who sent what to whom and when and what the two sides agreed, along with a copy of each email and text we send.

Information we collect automatically

• In our app. The app sets one cookie, which keeps you signed in. When you sign in, we record your IP address and browser details for that session. The app also sends technical data to our monitoring service, such as the pages you load, the requests the app makes, how long they take, and errors.
• In photos. Phones attach details to photos, such as when and where the photo was taken and the camera model. When you upload a photo, the app reads those details and stores them with it. The photo file can keep those details, so anyone who can see the photo in a case may be able to read them.
• On our website. The website sets no cookies and runs no analytics, advertising, or tracking tools. Like any website, it is delivered by a host whose servers may keep standard logs, such as IP addresses and the pages requested, to run and protect the site.
• In texts. When you reply to one of our texts, our texting provider gives us your reply and delivery information.

3. How we use information

We use information to:

• run the repair requests and maintenance cases you take part in, including sending invitations, links, reminders, and updates by email and text;
• read reports, photos, and messages, and draft findings, diagnoses, suggested repairs, and price bands;
• show each person the parts of a case they are allowed to see, as section 4 describes;
• test and improve Baseline, as section 5 describes;
• keep Baseline secure, investigate misuse, and fix problems;
• answer your questions and requests;
• tell property management companies and other real estate businesses about Baseline by email, which anyone can stop at any time;
• understand what each case costs us to run, which helps us set prices;
• keep the records we need for legal, tax, and accounting reasons, and enforce our agreements.

We don't use your information for targeted advertising. We never use a tenant's maintenance case to screen tenants, and we never share it with another landlord.

4. Who can see what

In a repair request

A repair request has two sides. The buyer's side is the buyer, the buyer's agent, and anyone they bring in. The seller's side is the seller, the listing agent, and anyone they bring in. If one agent represents both the buyer and the seller, that agent sees everything on both sides.

• The report stays with the buyer's side. The buyer's agent uploads the inspection report and chooses which items to request. The buyer gets their own read-only link from their agent. The seller's side never receives the report file or the items the buyer's side leaves out.
• Requested items reach the seller's side only when the buyer's side sends them. The seller's side then sees each requested item's description, where it appears in the report, the inspector's wording, the related photo crops and their descriptions, and the buyer's side's choices and comments.
• Responses reach the buyer's side only when the seller's side releases them. The buyer's side then sees the seller's side's choices, released comments, suggested repairs and budgets, and any credit.
• The seller's side answers our questions privately. The buyer's side never sees the seller's side's conversation with Baseline about a requested item, unless one agent represents both sides. But a diagnosis or price band the buyer's side sees can state facts the seller's side told us, such as when a system was last replaced. Baseline doesn't check whether those facts are true.
• Proof of agreed work reaches the buyer's side as soon as the seller's side uploads it.
• We can't pull back what was sent. Once something reaches the other side, that side can keep it, use it, and share it with their advisers.

In a maintenance case

• The landlord's or property manager's staff see the whole case, including the tenant's conversation with Baseline.
• An owner who approves work sees the tenant's name and phone number, the address, the priced diagnosis, and the photos in the case.
• A vendor sees the tenant's name and phone number, the address, the tenant's photos, and what the vendor uploads.
• A tenant sees their own conversation and scheduling, but not the diagnosis.
• The landlord or property manager decides whether a tenant pays for a repair, under the lease and the law. Baseline doesn't decide it.

Inside Baseline

Our employees and contractors can see information in Baseline when they need it to support customers, fix problems, keep Baseline secure, or test and improve it. Our engineers also use AI tools that can read the same information while they investigate problems.

5. How we use AI

Baseline uses AI models to read inspection reports and photos, list findings, describe photos, ask diagnostic questions, and draft diagnoses, suggested repairs, and price bands. Our diagnostic chat is run by AI, not by a person. What the AI produces is a draft for people to check. The people in each case decide what to request, offer, accept, or charge.

To do this work, we send the parts of a case the AI needs, such as report pages, photos, messages, and leases, to AI models through OpenRouter, a service that connects us to model providers. Today those providers include OpenAI, Anthropic, and Google, along with companies that host openly available models, which OpenRouter picks for each request. AI providers may keep what we send for a limited time under their own terms, for example to detect abuse. We record our AI requests and the AI's answers, including images, with Braintrust, a service that helps us check the quality of the AI's work.

We use cases to improve Baseline for every customer. For example, when real cases show that a symptom usually has a particular cause, we update the knowledge Baseline uses to diagnose problems. We also keep examples from real cases, including AI conversations, to test changes before we release them.

Before we keep an example longer than its case's period in section 9, we prepare it in three steps:

• We remove names, contact details, addresses, deal terms, and photo location details.
• We remove or blur anything in a photo or page that shows who lives in the home or where it is, such as house numbers, faces, and mail.
• We don't try to link a prepared example back to a person or a home, and we delete prepared examples within 3 years.

6. Who we share information with

We share information only in these ways:

• With the people in your case, as section 4 describes. We share a phone number with other people in your case only so they can reach you about that case.
• With your landlord or property manager, if you are a tenant, because we run maintenance cases for them.
• With companies that help us run Baseline. They handle information for us under their agreements with us. The table below lists them.
• For legal reasons. We disclose information when the law requires it, such as for a valid subpoena or court order. We also disclose it when we believe in good faith that disclosure is needed to protect someone's safety, investigate fraud or security problems, or protect Baseline's rights. Unless the law or a court order forbids it, or someone's safety is at risk, we'll try to tell you before we hand over your information in response to a legal demand.
• If Baseline is sold or merges. If another company buys Baseline or its assets, or Baseline merges with another company, your information may transfer. This policy, or one at least as protective, will keep applying to it.
• When you ask us to.

We don't sell personal information. We don't share it with other companies for their advertising or marketing. We may publish or share statistics that can't identify any person or home, such as typical repair costs in an area.

The table below lists the companies that help us run Baseline today. We update the table when the list changes.

Company	What it does for us
Render	Hosts our app, website, and database
Google Cloud	Stores uploaded files, such as reports, photos, documents, leases, and work-order emails
OpenRouter, and the AI model providers it connects us to, including OpenAI, Anthropic, and Google	Runs the AI models described in section 5
Braintrust	Records AI requests and answers so we can check their quality
Honeycomb	Monitors how the app performs, including details of the requests it handles
Twilio	Sends and receives our texts
SendGrid	Sends our email
Google Workspace	Runs our email inbox, including messages from our website's contact forms
GitHub	Stores our software and the test examples described in section 5, and runs scheduled tasks
Better Stack	Tells us when Baseline is down
Anthropic	Provides AI tools our engineers use to investigate problems
Apify	Collects public business contact details for our outreach
NeverBounce	Checks that business email addresses work before we send outreach

7. Texts

We may text anyone who takes part in a Baseline case, including agents, buyers, sellers, tenants, landlords and property managers, owners, tradespeople and other vendors, and transaction coordinators. Our texts are about a case, such as an invitation, a link to answer questions or upload photos, scheduling, reminders, and updates. We don't send marketing texts.

We text you after you give us your number, or after someone you work with, such as your agent or your landlord, gives us your number and confirms that you agreed to receive texts from Baseline.

• How often we text depends on the case, so message frequency varies.
• Message and data rates may apply.
• Reply STOP to stop our texts. You can also reply QUIT, END, CANCEL, UNSUBSCRIBE, REVOKE, or OPT OUT, or tell us any other way. We'll send one text to confirm. Replying STOP stops our texts right away, and we honor any other request within 10 business days. Reply START to receive texts again.
• Reply HELP for help, or email hello@baseline-systems.com.
• Carriers are not liable for delayed or undelivered messages.
• We don't sell or share your phone number or your consent to receive texts with anyone for their marketing or promotional purposes. We never share your consent to receive our texts, or our record of it, with anyone except Twilio, which sends our texts.

If you get our texts and never agreed to them, reply STOP or email us, and we'll stop.

8. Cookies and similar technology

• Our website sets no cookies and runs no analytics, advertising, or tracking tools. The site serves its own fonts and loads nothing from advertising, analytics, or social media companies.
• Our app sets one cookie, which keeps you signed in. The app also remembers whether you chose light or dark mode until you close your browser. The app sends technical data about how it performs to our monitoring service, as section 2 describes.
• Do Not Track. Some browsers can send a "Do Not Track" signal. We don't track you across other companies' websites or apps, and we don't let other companies track you through ours. So a Do Not Track signal doesn't change anything we do. We treat a Global Privacy Control signal as a request not to sell or share your information, and we already don't sell or share it.

If we add analytics or other tracking tools, we'll update this section first and name the tools and what they collect.

9. How long we keep information

We keep information only as long as we need it for the reasons in this policy. When a period below ends, we delete the information, or we prepare it as section 5 describes so it no longer identifies a person or a home.

A repair request ends on the closing date entered in the case, on the day someone tells us the sale fell through, or 120 days after the last activity in the case, whichever comes first.

Information	How long we keep it
A repair request where the sale closed	Everything that reached both sides, and the buyer's side's own material, become the buyer's record of the home. We keep that record until the buyer, meaning the person who bought the home, asks us to delete it. Anyone else in the case can ask us to remove their name and contact details from it. Within 30 days after the case ends, we delete what the seller's side never sent, unless the seller's side asked us to keep it.
A repair request that ends any other way	Within 30 days after the case ends, we delete anything that never reached the other side, unless the person who uploaded it asked us to keep it. We keep what reached both sides for 3 years after the case ends, so either side can show what was exchanged.
A maintenance case	Kept while the landlord or property manager uses Baseline. Within 90 days after they stop, we delete their cases or remove names, contact details, and addresses, after giving them a copy if they ask for one.
An account	Kept while the account is open. Within 90 days after it closes, we delete its details, except the records in the next two rows.
A log of who accepted our terms, what was sent to whom and when, and the wording the sides agreed on	7 years after the case or account ends, so we can show what happened if there's a dispute. The log doesn't include the files and messages themselves, which follow the periods above.
Records of the texts and emails we send, and of consent and opt-outs	5 years, because the federal law on calls and texts lets people bring claims for 4 years. The content of a message about a case follows that case's period.
Messages to our inbox, including website contact forms	Up to 2 years after our last exchange, unless they become part of a customer relationship.
Business contact details we collect for outreach	Until you ask us to stop contacting you, or 2 years after our last contact with you, whichever comes first. We keep a record of a request to stop, so we don't contact you again.
Records of AI requests and answers, and technical logs	Up to 90 days.
Examples we keep to test our systems	Prepared as section 5 describes, and deleted within 3 years.
Backups	Deleted information can remain in backups for up to 35 days, until those backups expire.
Statistics that can't identify any person or home	Indefinitely.

We keep information longer when the law requires it or when we need it for a legal claim, and we use it only for that purpose. When we delete information, we ask the companies that help us run Baseline to delete their copies, and most delete them within 90 days. When a test example reaches its end date, we remove it from our files and from our code history.

10. How we protect information

• Our website and app use encrypted connections.
• Our storage provider encrypts the files we store.
• The links our app uses to open stored files are set to expire within an hour.
• Staff sign in with passwords. A customer's staff can see their own organization's cases and what other people in those cases send them.
• Some of the links we send open a case without a password, and each person in a case gets their own. Anyone who has one of those links can see what its owner can see, and a link keeps working until we turn it off. Keep yours private, and ask us to turn it off if you shared it by mistake.

No system is perfectly secure. If a security breach exposes your personal information, we'll notify you, or the landlord or property manager we work for so they can notify you, as quickly as we reasonably can and within the time the law requires.

11. Your rights and choices

You can ask us to:

• tell you what information we have about you and give you a copy;
• correct information that's wrong;
• delete your information;
• stop texting or emailing you.

We give these rights to everyone, wherever you live. To ask, email hello@baseline-systems.com from the address we have for you, or tell us enough to find your information. We may need to confirm who you are before we act. We'll act on your request within 45 days. If we can't do what you ask, we'll tell you why, and you can ask us to reconsider by replying to our answer. We won't treat you differently for making a request. Someone you authorize can also make a request for you, and we may ask for proof of that permission.

Some limits apply:

• We can't take back what already reached the other side of a sale.
• If a sale closed, what reached both sides, together with the buyer's side's own material, is the buyer's record of the home, and we keep it for the buyer. If you are not the buyer, we can remove your name and contact details from it, but not the rest.
• We keep the records section 9 says we keep for disputes and legal reasons.
• If you are a tenant, you can ask us directly to see or delete what we keep for our own purposes under sections 5 and 9. For information in a landlord's case, we send your request to your landlord or property manager within 5 business days and tell you we did.
• Deleting information from Baseline doesn't delete copies other people already made, such as documents the other side downloaded.

California residents. Our response to "Do Not Track" signals is in section 8. We don't share personal information with other companies for their own direct marketing.

Nevada residents. You can ask us not to sell your covered information. We don't sell it, but you can send that request to hello@baseline-systems.com.

12. Children

Only people 18 or older may use Baseline. We don't knowingly collect information from anyone under 18. If we learn that someone under 18 gave us information, we'll delete it, except records the law requires us to keep. Leases and reports can name children who live in a home. We use that information only to run the case, and we remove it from any example we keep.

13. Where information is processed

Baseline is for properties in the United States. The companies that help us run Baseline, including AI providers, may process information in the United States or in other countries.

14. Changes to this policy

We'll post any change here with a new date. An important change is one that reduces your rights or changes how we use information you already gave us. We'll tell you about an important change by email or in the app at least 30 days before it takes effect. We won't use information we already have in a materially different way, such as sharing it with a new kind of company or using it for a new purpose, unless you agree.

15. How to contact us

Email: hello@baseline-systems.com

Mail: Baseline Systems, Inc., c/o Harvard Business Services, Inc., 16192 Coastal Hwy, Lewes, DE 19958