Effective October 2026
This policy explains how Hive Centra LLC, which operates Hive Centra, handles information when a real estate professional or organization (“Customer”) uses the Hive Centra software service. It covers the Customer’s account information and the contact and business data the Customer processes through the Service. It does not replace any consumer privacy notice that applies to home buyers and sellers.
For account and billing information (your name, email, login, payment metadata, usage), we act as a controller. For the contact, deal, and communication data you import or create about your clients and leads (“Customer Data”), we act as a processor that handles it on your behalf and under your instructions, as described in our Data Processing Addendum.
Account data you provide (name, email, phone, brokerage, password hash, two-factor settings). Customer Data you import or create (contacts, deals, notes, messages, calls, tasks, call and showing transcripts, and AI-generated content you choose to save). Usage and device data (log data, feature usage, approximate location derived from IP address, and, only where you have granted your browser or device permission and only while you are using the in-app assistant, your device’s precise location) to operate and secure the Service. Payment metadata from our payment processor (we do not store full card numbers). Error diagnostics: when an error occurs in the application, our error-monitoring provider receives a short recording of the page activity leading up to it (clicks, navigation, and page layout) so we can find and fix the problem. All text is masked and all images and media are blocked in your browser before the recording is sent, so it does not contain what you typed or the Customer Data on screen. We do not make these recordings on consumer-facing pages, such as listing portals and agent websites.
To provide and operate the Service; to generate the AI drafts, scores, and recommendations you request; to process billing; to provide support; to secure the Service and prevent abuse; and to meet legal obligations. We do not sell personal information, and we do not use Customer Data to train any general-purpose or third-party AI model. Where you grant location permission, your device’s location accompanies the requests you make to the in-app assistant while you are using it, and we use it only to answer those requests, for example to find a nearby business or to order results by distance from you. It is never collected in the background or when the assistant is closed. We do not use it for advertising, profiling, or any purpose unrelated to answering your requests.
When you use AI features, the relevant content is sent to our AI model provider solely to generate output for your account. Under our commercial terms with that provider, your content is not used to train its general-purpose models, and the provider retains it only transiently to operate the service and protect against abuse. We do not use your content to train any shared model. We meter AI usage for billing and abuse-prevention. Call transcripts, showing transcripts, and AI-generated content you save are retained by us as Customer Data under Section 8. When you ask the Service a question it answers using web search, your query and the context needed to answer it are sent to our AI model provider, which performs the search through its own search vendor. The commitments described above are the ones our AI model provider makes to us; we do not represent that they extend to that provider’s own search vendor. Treat anything you put into a search request as disclosed outside the Service, and do not enter information in these requests that you do not want sent to a third party. When you use place search, the place name or address needed to answer your request is sent to our mapping and place-data provider to return results; that address may be one held in your Customer Data if your request is about it. Where you have granted location permission, your device’s position, rounded to approximately half a mile, is sent to that same mapping provider to resolve it to a city, and only the resulting city, state, and country are passed to our AI model provider. When your request is for nearby places, that rounded position is also sent to that mapping provider so results can be ordered by distance from you. Each provider’s own handling of what we send is governed by that provider’s terms rather than by this policy.
We use vetted third parties to deliver the Service. By category: cloud hosting and database; AI model provider (which uses a web search vendor to answer search-based requests); mapping and place-data provider; messaging/telephony; email delivery; payment processing; property and market data; error monitoring; advertising measurement and analytics (our public website and in-app billing pages only; not used within the CRM). A current list of subprocessor categories is maintained in our Data Processing Addendum; we will give notice of material changes.
We use administrative and technical safeguards appropriate to the data, including encryption in transit, encryption of sensitive secrets at rest, access controls, and tenant isolation so one organization cannot read another’s data. No method of transmission or storage is perfectly secure.
We retain account and Customer Data for as long as your account is active. You can export Customer Data while active. After cancellation you may request an export and deletion; we delete within a commercially reasonable period, subject to backups that age out on our normal cycle and records we must retain by law. We do not store your device’s precise location. It exists only for the assistant request it accompanied, is never written to your account record or to any activity or usage record, and is excluded from our application and error logs. Our mapping provider receives it only in rounded form, to resolve it to a city and, for a nearby-places request, to order results by distance. To avoid repeating that lookup, we briefly keep, in memory only and for no more than ten minutes, which city a rounded area resolves to; that lookup is not linked to you or your account.
You can access and update account information in settings. Depending on your jurisdiction, you or the individuals in your Customer Data may have rights to access, correct, delete, or port personal data. For Customer Data, direct such requests to the Customer (the controller); we assist Customers in responding as described in the Data Processing Addendum. We do not sell personal information. We use an advertising measurement pixel on our public website and our in-app billing pages only; it does not run within the CRM and does not receive Customer Data. We honor the Global Privacy Control (GPC) signal as a request to opt out of any sale or sharing of personal information for cross-context behavioral advertising, and a browser sending GPC is not tracked by that pixel.
We may update this policy and will note the effective date; material changes will be communicated by email or in-app.
Privacy questions: mazz@hivecentra.com. Operator: Hive Centra LLC, principal place of business 10210 Quaker Ave., Lubbock, TX 79424; registered office 5900 Balcones Drive STE 100, Austin, TX 78731.