Residerly policies in one place.

Email Policy

This policy covers email sent to or from Residerly service addresses, including team, billing, verification, booking, partner, vendor, affiliate, emergency, and support aliases. It applies to applicants, members, apartment community contacts, hotel partners, enterprise contacts, affiliates, vendors, and other people who communicate with Residerly by email.

Types of email we send

Residerly may send account access and sign-in link messages, application updates, verification reminders, booking and stay coordination, billing notices, refund and deposit notices, partner onboarding, hotel partner onboarding, apartment community onboarding, vendor coordination, affiliate communication, policy notices, security alerts, fraud-prevention notices, and operational messages.

Inbound email routing

Inbound email may be routed through Residerly's Cloudflare Email Routing Worker. The Worker records the communication, assigns the message to the correct Residerly agent, creates a support ticket when needed, and forwards a copy to the authorized operator inbox. This keeps communications tied to the appropriate member, partner, booking, billing, or support record.

General support aliases route to Concierge. Billing, payments, invoices, refunds, deposits, and enterprise billing route to Revenue. Verification and application aliases route to Trust. Bookings, hotels, and stay coordination route to Matching. Partners, apartments, communities, vendors, and inventory aliases route to Inventory.

Consent and opt out

Transactional and account-related emails are required to operate the service. Non-transactional messages include unsubscribe or opt-out handling where legally required. Users can request opt-out from non-transactional email by contacting team@residerly.com. Opting out of marketing does not stop required account, payment, booking, security, policy, or legal notices.

Data, retention, and security

Email metadata and content may be stored in Residerly systems for support, audit, fraud prevention, compliance, and account operations. Access is limited to authorized systems and operators. Email may be retained as long as needed for the business relationship, legal obligations, tax and accounting records, dispute resolution, security, and service improvement. Sensitive credentials should not be sent by email. If credentials or regulated data are received, Residerly may restrict access, redact, rotate, or move them into an approved secret-management process.

AI-assisted email handling

Residerly may use AI-assisted agents to classify inbound email, summarize requests, draft responses, create tickets, and route messages. AI-assisted handling does not remove human escalation for disputes, safety concerns, legal issues, final account decisions, or operator approval items.