Privacy Policy

1Who This Policy Applies To

This Privacy Policy applies to all Matchouse users, including:

2Important Summary

Matchouse is a technology platform that connects people with properties, professionals, businesses, landlords, estate agents, service professionals, buyers, tenants, and service seekers.

We use personal data to create and manage accounts, operate profiles, display property and service listings, enable service requests and bookings, match users with relevant providers, provide lead systems and messaging tools, manage Credits and Wallet activity, process subscriptions and paid features, provide Bloc tools for estate agents, verify users and businesses where applicable, prevent fraud, spam, scams, and abuse, improve platform safety and user experience, and comply with legal obligations.

3Data Controller

For most platform activity, Percy Real Estate Ltd trading as Matchouse is the data controller. This means we decide how and why personal data is processed.

In some cases, business users may also act as independent data controllers. For example, an estate agent using Bloc to manage applicants, landlords, tenants, buyers, vendors, leads, contacts, and clients may be an independent controller. A service professional receiving a service request may become an independent controller for the client information they receive. A landlord receiving tenant enquiries may be an independent controller for applicant information. An agency exporting or using contact data outside Matchouse is responsible for its own compliance.

Business users must ensure they have their own lawful basis, privacy information, data protection processes, and retention rules where required.

4GDPR and Data Rights Notice

Depending on the circumstances, you may have the right to be informed about how your data is used, access your personal data, correct inaccurate personal data, request deletion of your personal data, restrict certain processing, object to certain processing, request data portability, withdraw consent where consent is used, object to direct marketing, and complain to the Information Commissioner's Office.

These rights are not absolute. We may refuse or limit requests where we have a lawful reason, such as legal obligations, fraud prevention, user safety, dispute handling, tax records, security, or legal claims.

5Personal Data We Collect

We may collect and process the following types of personal data.

5.1 Account Data

5.2 Profile Data

5.3 Seeker Data

If you are a service seeker, buyer, tenant, or user looking for help, we may process property preferences, service needs, search location, budget or price preferences, viewing or booking preferences, service request details, job descriptions, messages, enquiries, saved listings, favourite profiles, and provider interactions.

5.4 Provider Data

If you are a landlord, estate agent, service professional, business, or agency, we may process business information, services offered, property listings, lead settings, service locations, availability, pricing information, subscription status, Credit and lead usage, team members, role permissions, customer interactions, listing performance, booking enquiries, and client communication.

5.5 Property Listing Data

Where property data identifies a person, household, landlord, tenant, seller, buyer, or occupier, it may be personal data.

5.6 Service Listing and Booking Data

5.7 Lead and Matching Data

5.8 Credits, Wallet, Subscription and Payment Data

We do not usually store full card numbers. Payment card details are normally processed by third-party payment providers.

5.9 Verification Data

Verification may be optional for some features and required for others.

5.10 Bloc Data

Bloc users are responsible for ensuring they have the lawful right to upload, import, store, contact, or process personal data using Bloc.

5.11 Messaging and Communication Data

We may review communications where reasonably necessary to investigate abuse, fraud, safety issues, spam, scams, policy breaches, legal compliance, or user reports.

5.12 Technical and Usage Data

5.13 Support, Complaint and Enforcement Data

6Special Category Data

If you voluntarily include sensitive information in messages, documents, service requests, reviews, property enquiries, Bloc records, or support requests, we may process it only as necessary to operate the platform, protect users, comply with law, handle complaints, or support legal claims.

7Criminal Offence Data

Users must not upload criminal offence data unless they have a lawful basis and the right to do so. Where Matchouse needs to process criminal offence-related information for fraud prevention, safeguarding, platform safety, legal claims, investigations, or compliance, we will do so only where permitted by law.

8How We Collect Personal Data

• Directly from you when you create an account, profile, or listing
• When you submit service requests or contact other users
• When you buy Credits, leads, subscriptions, or paid features
• When you use Bloc, upload documents, or complete verification
• When you contact support or when another user interacts with you
• From payment providers, verification providers, and integration partners
• From CRM, property feed, analytics, security, and fraud prevention tools
• From publicly available or lawfully accessible sources where permitted

9Lawful Bases for Processing

We rely on different lawful bases depending on why we process personal data.

9.1 Contract

We process personal data where necessary to provide Matchouse services, including creating your account, providing platform access, operating profiles, enabling listings and service requests, enabling messaging and booking tools, providing paid features, managing Credits and Wallet activity, providing subscriptions and Bloc access, and responding to support requests.

9.2 Legitimate Interests

We may process personal data for our legitimate interests or those of users, where those interests are not overridden by your rights. This may include fraud prevention, scam detection, platform safety, account security, improving matching and lead quality, operating ranking and visibility systems, handling disputes, protecting users, enforcing Terms, improving services, internal analytics, product development, limited business-to-business marketing, and preventing misuse of Credits, leads, subscriptions, and refunds.

9.3 Consent

We may rely on consent for optional marketing where consent is required, non-essential cookies, certain analytics cookies, advertising technologies, some optional verification features, some optional data sharing features, and communication preferences. You can withdraw consent at any time where consent is the lawful basis.

9.4 Legal Obligation

We may process personal data to comply with legal obligations, including tax records, accounting records, fraud prevention obligations, court orders, regulatory requests, data protection obligations, consumer law obligations, and law enforcement requests.

9.5 Legal Claims

We may process data where necessary to establish, exercise, or defend legal claims.

9.6 Vital Interests

In rare cases, we may process data to protect someone's life or physical safety.

10How We Use Personal Data

10.1 To Provide Matchouse

Register users, authenticate logins, create profiles, manage roles, display property and service listings, enable service requests, enable bookings and enquiries, enable saved searches, enable reviews and ratings, provide messaging, notifications, and support.

10.2 To Connect Users

Connect service seekers with service professionals, buyers with estate agents or landlords, tenants with landlords or estate agents, and users with relevant listings, services, requests, or providers. This may involve sharing selected profile, enquiry, request, listing, lead, or contact information with relevant users.

10.3 To Operate Lead Systems

Match service requests and property enquiries to providers, show lead opportunities, manage lead access, track lead purchases, operate EngageNow Leads™ and HireGuarantee Leads™, assess engagement, prevent lead manipulation, investigate lead refund requests, and improve lead relevance.

10.4 To Operate Credits, Wallet and Paid Features

Process Credit purchases, maintain Credit balances, deduct Credits, manage refund requests and calculations, process subscriptions, manage paid feature access, prevent payment fraud, handle chargebacks, and keep financial records.

10.5 To Provide Bloc

Create agency workspaces, manage team access, store and organise CRM records, manage leads and contacts, support property workflows, communication tools, document management, tasks and calendars, audit logs, integrations, and improve Bloc functionality.

10.6 To Verify Users and Businesses

Confirm identity, business status, agency status, and professional details, reduce fraud, increase platform trust, restrict high-risk features where needed, and display verification status where appropriate.

10.7 To Protect Matchouse and Users

Detect fake profiles and listings, detect scams and spam, prevent fraud and abuse, investigate complaints, moderate content, enforce Terms, restrict unsafe users, review suspicious payments, and protect users and the platform.

10.8 To Improve Matchouse

Analyse platform performance, improve user experience, matching, search, and ranking systems, develop new features, monitor bugs, test platform changes, improve security, and improve support.

10.9 To Communicate With You

Account notifications, security alerts, service and booking messages, lead and subscription notifications, payment confirmations, refund updates, support replies, policy updates, product updates, and marketing communications where permitted.

11Public Profiles and Listings

Some information may be visible to other users or the public, depending on your settings and platform features. This may include your name, business or agency name, profile photo, service area, services offered, ratings, reviews, verification status, public contact options, property and service listings, business and professional descriptions, opening hours, branch details, and portfolio content.

12Verification Data Handling

Verification is used to support trust and safety on Matchouse. Verification data may be reviewed by Matchouse, our authorised staff, verification providers, fraud prevention providers, and relevant service providers.

We may display limited verification status publicly, such as verified identity, verified business, verified agency, verified professional status, verified documents where appropriate, and verification badge or trust indicator. We do not normally display full verification documents publicly.

We may retain verification records for as long as needed for fraud prevention, legal claims, platform safety, regulatory risk, account disputes, and audit purposes.

13Bloc Data Handling

Bloc may allow estate agencies and authorised business users to manage contacts, leads, properties, communications, tasks, documents, appointments, inspections, compliance records, and workflows.

Depending on the feature and context: Matchouse may act as controller for account, billing, security, support, product improvement, and platform safety data. The estate agency or business user may act as controller for client, applicant, tenant, landlord, vendor, buyer, and contact data uploaded or managed through Bloc. Matchouse may act as processor where we process certain workspace data only on behalf of a business user.

Bloc users must ensure they have a lawful basis to upload, store, contact, or process individuals, they provide required privacy information to their own clients and contacts, their marketing complies with PECR, their team members handle data lawfully, their imports, exports, integrations, and communication practices are lawful, and their retention rules are appropriate.

14Messaging and Lead Data Handling

Matchouse may process messages, lead activity, response data, enquiry data, and engagement data to operate the platform. This includes delivering messages, showing lead opportunities, unlocking lead access, calculating lead engagement, operating EngageNow Leads™ and HireGuarantee Leads™, detecting lead abuse, preventing off-platform manipulation, reviewing complaints, investigating scams or harmful behaviour, and supporting user safety.

Messages and lead records may be visible to the sender, the recipient, authorised team members in a business or agency workspace, and Matchouse staff or processors where required for support, safety, legal compliance, or enforcement.

15Data Sharing

We may share personal data with the following categories of recipients.

15.1 Other Users

We may share relevant personal data with other users where necessary to operate Matchouse, including profile and listing information, service request and booking enquiry details, lead information, contact information where unlocked or shared, messages, reviews, verification status, and public profile information.

15.2 Service Providers and Processors

These providers may only process personal data according to our instructions and applicable data protection requirements.

15.3 Payment Providers

We may share payment-related data with payment processors to process payments and refunds, detect fraud, handle disputes, manage subscriptions, and meet legal and payment network obligations.

15.4 Verification Providers

Where you complete verification, we may share data with verification providers to check identity, documents, business status, or other information.

15.5 Business and Agency Workspaces

Where you join a business, agency, or Bloc workspace, certain information may be visible to workspace owners, admins, moderators, or authorised team members, depending on permissions.

15.6 Legal and Safety Disclosures

We may share personal data where necessary to comply with law, respond to court orders, respond to regulators or law enforcement, protect users, prevent fraud, investigate scams, enforce Terms, protect our rights, defend legal claims, or support business restructuring, sale, merger, or transfer.

16Marketing Communications

We may send marketing communications where permitted by law. You can opt out of marketing emails at any time by using the unsubscribe link or contacting us. We may still send non-marketing service messages, including account, security, payment, subscription, lead, booking, verification, policy, or support messages. For business users, we may rely on legitimate interests for certain business-to-business marketing, subject to your right to object.

17Cookies and Similar Technologies

Matchouse may use cookies, pixels, local storage, SDKs, device identifiers, and similar technologies for essential platform functionality, login and security, fraud prevention, remembering preferences, analytics, performance monitoring, marketing attribution, personalisation, and advertising where applicable.

Matchouse maintains a separate Cookie Policy and cookie consent tool.

18Automated Matching, Ranking and Profiling

Matchouse may use automated systems to match users with listings, providers, requests, or leads, rank profiles and search results, recommend services, professionals, and properties, detect fraud and suspicious behaviour, improve lead relevance, control visibility, suggest suitable opportunities, and prioritise platform safety reviews.

These systems may consider role, location, services, preferences, activity, response behaviour, listing quality, profile completeness, reviews, ratings, verification status, search and lead behaviour, platform safety indicators, and subscription or paid feature status where applicable.

19Fraud Prevention and Platform Safety

To protect Matchouse and users, we may monitor activity for fake accounts or listings, scam behaviour, spam, payment or refund abuse, lead or review manipulation, unsafe messages, suspicious login activity, unusual Credit activity, and policy breaches. We may use automated tools and manual review. Where necessary, we may restrict accounts, suspend listings, freeze Credits, block communication, request verification, or report matters to relevant authorities.

20Data Retention

We keep personal data only for as long as reasonably necessary for the purposes described in this Privacy Policy. Retention periods may depend on account status, legal obligations, tax and accounting requirements, dispute risk, fraud prevention, security requirements, user requests, platform safety needs, contractual and regulatory requirements, backup schedules, and legitimate business needs.

We may retain limited records after account deletion where necessary for legal obligations, fraud prevention, dispute handling, tax, accounting, safety, security, or legal claims.

21International Transfers

Some providers may process personal data outside the UK. Where personal data is transferred outside the UK, we will take steps required by law, such as relying on UK adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to EU Standard Contractual Clauses, or other lawful transfer safeguards.

22Security

We use reasonable technical and organisational measures to protect personal data, including access controls, authentication, encryption where appropriate, secure hosting, monitoring, logging, role-based permissions, staff access controls, backups, security reviews, fraud detection, and incident response processes.

23Account Deletion

You may request account deletion through your account settings or by contacting us. After deletion, we may retain certain data where necessary for legal obligations, tax records, accounting records, fraud prevention, safety records, dispute handling, enforcement of Terms, legal claims, platform integrity, and backup systems.

Deleting your account may not automatically delete messages already sent to other users, reviews or ratings where retention is necessary, transaction records, records held by other users as independent controllers, data required for legal or safety reasons, or data already copied or stored by third parties before deletion.

24User Responsibilities

• Provide accurate personal data and keep account information updated
• Use personal data lawfully and respect other users' privacy
• Not misuse contact details or scrape and harvest data
• Not send unlawful marketing
• Not upload third-party data without permission
• Not share confidential information without authority
• Not use Matchouse or Bloc to breach UK GDPR, PECR, consumer law, property law, or any other applicable law

Business users, estate agents, landlords, agencies, and service professionals are responsible for their own data protection compliance when they use personal data obtained through Matchouse.

25Children

Matchouse is not intended for children under 18. You must be at least 18 years old to create an account or use Matchouse. We do not knowingly collect personal data from children. If we become aware that a child has created an account or provided personal data, we may delete the account and associated data.

26Legal Requests and Law Enforcement

We may disclose personal data if we reasonably believe it is necessary to comply with law, respond to court orders, respond to regulators or law enforcement, prevent fraud or harm, protect users, protect Matchouse, enforce our Terms, or defend legal claims. We may challenge requests where appropriate.

27Business Transfers

If Matchouse is involved in a merger, acquisition, investment, restructuring, sale of assets, insolvency process, or transfer of business, personal data may be transferred as part of that transaction, subject to appropriate safeguards.

28AI, Automation and Product Development

Matchouse may use automation, analytics, machine learning, or AI-assisted tools to improve platform features, safety, matching, search, moderation, fraud detection, support, and user experience. We will not intentionally use private user content to train public AI models unless we clearly disclose this and have an appropriate lawful basis. Where AI or automation is used, we will aim to maintain appropriate safeguards, security, review processes, and user rights.

29Changes to This Privacy Policy

We may update this Privacy Policy from time to time. If changes are significant, we may notify users by email, platform notice, account notification, or other reasonable method. The updated version will apply from the effective date shown.

30Contact Us