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.

29Social Graph, Referrals and Marketplace Data

Matchouse may process information about who you follow or connect with, invitations, referrals, profile views, searches, saves, reactions, comments, shares, content audiences, recommendations, service or property interest, enquiries, bookings, reviews and reputation. We use this information to operate the social network and marketplace, show relevant activity, attribute referrals, prevent manipulation and improve discovery.

Public profile fields, public posts, listings, reviews and other public content may be indexed, recommended and visible outside your immediate network. Audience controls may limit how Matchouse displays some content, but they cannot prevent recipients from copying, recording or resharing information they can lawfully access.

Where a business, agency, CRM partner or referral partner provides personal data, each party must have a lawful basis and provide any notice required for its own processing. Business users may act as independent controllers for customer, lead, team and transaction data they upload or receive.

30Global Privacy Rights and Requests

Depending on your location and applicable law, you may have rights to know or access personal data, correct inaccurate data, delete data, restrict or object to processing, receive portable data, withdraw consent, opt out of certain marketing or targeted advertising, limit certain sensitive-data uses, and challenge significant automated decisions.

You may submit a request through available account tools or by emailing [email protected]. We may verify your identity, authority and location before responding. You may use an authorised agent where permitted, but we may require evidence of authority and direct verification.

We will respond within the period required by applicable law. Some rights are subject to exemptions, including security, fraud prevention, freedom of expression, legal obligations, another person's rights and the establishment or defence of legal claims. We will not discriminate against you for exercising a privacy right.

31United States State Privacy Rights

If a United States state privacy law applies to Matchouse and to your information, you may have rights to confirm processing, access, correct, delete or obtain a portable copy of personal information, and to opt out of sale, targeted advertising, profiling or sharing for cross-context behavioural advertising as defined by applicable law.

Matchouse does not sell personal data for money. Some advertising or analytics disclosures may be treated as a sale or sharing under certain state laws even when no money changes hands. Where required, we will provide an opt-out method and honour legally recognised browser-based opt-out signals, including Global Privacy Control, for the browser or device sending the signal.

Where applicable, you may appeal a refusal to act on a request by replying to our decision. California residents may also request information about categories of personal information, sources, purposes and recipients, and may limit certain uses of sensitive personal information where the law grants that right.

32EEA, UK and Swiss Rights

Where European or UK data protection law applies, Matchouse identifies a lawful basis for each purpose, provides required transparency information, supports access, rectification, erasure, restriction, objection and portability rights, and allows consent to be withdrawn as easily as it is given.

You have an absolute right to object to direct marketing. You may also object to processing based on legitimate interests. Where Matchouse makes a solely automated decision with legal or similarly significant effects, applicable safeguards may include information about the decision, the ability to make representations, obtain meaningful human review and contest the outcome.

For international transfers, we may use adequacy decisions, approved Standard Contractual Clauses, the UK International Data Transfer Agreement or UK Addendum, Binding Corporate Rules where applicable, or another valid transfer mechanism, together with supplementary safeguards where required.

33Australia, Canada, Brazil and Other Regions

Where applicable, Australian users may request access or correction and complain about handling under the Australian Privacy Principles. Cross-border disclosures are managed using measures appropriate to the applicable Australian requirements.

Where applicable, Canadian users may request access and correction, withdraw consent subject to legal or contractual restrictions, and complain to Matchouse or the relevant privacy regulator. Where Brazil's LGPD applies, data subjects may exercise rights including confirmation, access, correction, portability, deletion or anonymisation where applicable, information about sharing, consent withdrawal and review of qualifying automated decisions.

Privacy laws in other countries and United States states may provide similar or additional rights. This Policy is intended as a global baseline and does not limit mandatory rights available where you live.

34Representatives, Regulators and Complaints

You may complain first to the Matchouse Privacy Team so we can investigate. You may also contact the data protection or privacy regulator available in your country or region. If Matchouse is required to appoint a local representative or data protection officer, current contact details will be published in this Policy or an accessible regional notice.

For the UK, the supervisory authority is the Information Commissioner's Office. EEA users may complain to the supervisory authority in the country where they live, work or believe an infringement occurred. Other users may contact their applicable privacy regulator.

35Privacy Rights and Processing in India

The Digital Personal Data Protection Act, 2023 may apply when Matchouse processes digital personal data in India or outside India in connection with offering goods or services to people in India. The Digital Personal Data Protection Rules, 2025 have a phased commencement. Matchouse will apply the relevant obligations as they come into force and will not treat a provision scheduled for a future commencement date as already operative.

Notice, consent and permitted processing

Where consent is the basis for processing under Indian law, Matchouse will request consent through clear and plain information describing the personal data and specified purpose, use a clear affirmative action, limit collection to data necessary for that purpose, and provide a route to withdraw consent with comparable ease. Where required, the notice or consent request may be made available in English or another language listed in the Eighth Schedule to the Constitution of India.

Indian Data Principal rights

Subject to applicable commencement provisions and exemptions, an Indian Data Principal may request a summary of personal data and processing, information about relevant sharing, correction, completion, updating or erasure, grievance redressal, and nomination of another person to exercise rights in the event of death or incapacity. Requests may be submitted through account tools or to [email protected] with the subject line "India privacy request".

We may verify the requester and retain data where necessary for the stated purpose, security, fraud prevention, legal claims or compliance with Indian law. A Data Principal should use Matchouse's grievance process before approaching the Data Protection Board of India where the Act requires that sequence.

Security, breaches, retention and transfers

Matchouse will maintain reasonable security safeguards and processor controls. When applicable Indian breach rules are in force, we will notify affected Data Principals and the Data Protection Board of India in the required form and period. We will retain or erase personal data and processing logs according to applicable Indian requirements, account needs, safety obligations and legal retention duties.

Personal data may be processed outside India as described in this Policy, subject to any transfer restriction or government requirement applicable under Indian law. If Matchouse is notified as a Significant Data Fiduciary, we will implement the required India-based Data Protection Officer, independent audit, impact assessments and any notified localisation restrictions.

People under 18 in India

Matchouse accounts are intended only for adults aged 18 or over. We do not knowingly offer accounts to children in India. If a future feature legally permits child participation, Matchouse will obtain verifiable parental consent and will not engage in processing likely to harm a child, behavioural monitoring of children or targeted advertising directed at children, except where a lawful exemption applies.

36Changes 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.

37Contact Us