Privacy Policy

We collect information that you provide when you create or use a Willow & Key account. This may include your name, email address, telephone number and account preferences.

If you create a property listing, we may also process information about the property, including its address, photographs, description, price and other details you choose to provide.

When you use Willow & Key's messaging and account features, we may process messages, viewing-related information, saved properties and other activity necessary to provide those services.

We may also collect limited technical information such as device, browser, security and authentication data needed to operate and protect the service.

We may use personal information to:

• Create, authenticate and manage your account.
• Display and manage property listings.
• Enable communication between marketplace users.
• Send important account and security emails.
• Send unread-message notifications where you have enabled them.
• Respond to questions, support requests or complaints.
• Detect misuse, fraud or security threats.
• Maintain, troubleshoot and improve the service.
• Meet applicable legal and regulatory obligations.

UK data protection law requires us to have a lawful basis when we process personal information. The appropriate basis depends on why the information is being used.

Depending on the circumstances, we may process information because it is necessary to provide the service you have requested, because we have a legitimate interest in operating and protecting Willow & Key, because we need to comply with a legal obligation, or because you have provided consent where consent is required.

We do not sell your personal information.

We may use trusted service providers to help operate Willow & Key. These may include providers used for website hosting, database and authentication services, file or image storage and transactional email delivery.

Information may also be disclosed where required by law, to protect the rights or safety of users or others, to investigate suspected misuse, or in connection with the sale or restructuring of the business.

Information that you deliberately include in a public property listing may be visible to visitors and other users of the marketplace.

Willow & Key provides tools that allow buyers, sellers and other permitted users to communicate about properties.

Messages sent through the platform are stored so conversations can be displayed to the participants and so that the messaging service can operate correctly.

Users should avoid sending unnecessary sensitive personal information through marketplace messages. You should never send passwords, banking passwords or other account security credentials through Willow & Key messages.

We may send service emails that are necessary for your account, including email verification, password recovery and important security or service communications.

Willow & Key may also send an email when a property message remains unread. Where this preference is available, you can control unread message emails from your account settings.

Service and security emails are different from promotional marketing communications and may still need to be sent where necessary to operate or protect your account.

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, to operate the marketplace, resolve disputes, maintain security and comply with legal obligations.

Different types of information may be retained for different periods. We will review our retention arrangements as Willow & Key develops.

We use technical and organisational measures designed to protect personal information and user accounts. These include authenticated accounts, email verification, access controls and secure password recovery.

No online service can guarantee absolute security. Users are responsible for keeping their passwords confidential and should contact us if they believe their account has been compromised.

Depending on the circumstances, UK data protection law may give you rights relating to your personal information. These can include the right to ask for access to your information, correction of inaccurate information, deletion, restriction of processing, portability of certain information and objection to certain uses.

Where processing relies on your consent, you may withdraw that consent. Withdrawal does not affect processing that was lawful before consent was withdrawn.

Some rights are subject to legal conditions and exceptions, so we may not always be able to fulfil a request in full.

Willow & Key is a property marketplace and is not intended for children. Users must not knowingly create accounts or submit personal information on behalf of children unless there is a legitimate and lawful reason to do so.

Some technology providers used to operate Willow & Key may process information outside the United Kingdom. Where this happens, we will take appropriate steps required by applicable data protection law to protect personal information.

If you have a question about this Privacy Policy or how your information is handled, please contact Willow & Key first so that we have an opportunity to help.

You also have the right to raise a concern with the UK Information Commissioner's Office (ICO), the UK's data protection regulator.

We may update this Privacy Policy as Willow & Key develops or when legal, regulatory or technical requirements change. The latest version will be published on this page with an updated revision date.