Privacy Policy

1. Introduction

This Privacy Policy describes how fricktionless ("we," "our," or "us"), operating as lilo (lilo.property), collects, uses, discloses, and safeguards your information when you use our property intelligence platform ("the Service"). lilo provides infrastructure that gives physical properties a digital identity, including automated voice handling, evidence documentation, threat detection, and dispute resolution tools for vacation rental hosts ("you" or "hosts") and their guests.

By using the Service, you agree to the collection and use of information in accordance with this policy. If you do not agree, please do not use the Service.

2. Information We Collect

3. How We Use Your Information

• Provide, operate, and improve the lilo platform
• Handle guest communications via voice, SMS, and chat
• Generate evidence records for dispute resolution and legal defense
• Detect and alert you to threats such as extortion, unauthorized parties, or squatters
• Anchor evidence to permanent, tamper-proof distributed infrastructure
• Process payments and manage subscriptions via Stripe
• Send service-related notifications, alerts, and updates
• Comply with legal obligations and respond to lawful requests
• Improve our automated analysis using anonymized and aggregated data
• Protect the security and integrity of the Service

4. Evidence Integrity & Pseudonymization

lilo's core function is creating a verifiable evidence chain for property interactions. Evidence records are processed through a proprietary multi-layer integrity process that includes cryptographic verification, authenticated sealing, permanent distributed storage, immutable public ledger anchoring, and independent third-party verification.

Evidence records are pseudonymized — personal identifiers are replaced with cryptographic references. Raw personal data is not written to distributed storage or public ledgers. This design ensures evidence integrity while protecting individual privacy.

5. Cookies & Tracking Technologies

We use essential cookies to maintain your authenticated session and remember your preferences. We do not use third-party advertising cookies or cross-site tracking pixels. Analytics, where used, rely on aggregated, non-identifying data.

You can configure your browser to refuse cookies, but this may limit your ability to use certain features of the Service.

6. Data Sharing & Third Parties

We do not sell your personal information. We share data only as follows:

• Infrastructure Providers: Voice and messaging providers, database and hosting services, decentralized storage providers, and distributed ledger providers that enable lilo's operations.
• Payment Processing: A PCI-compliant payment processor handles all payment transactions.
• Automated Analysis: Anonymized interaction data may be processed by third-party providers to generate threat assessments and evidence analysis.
• Legal Requirements: We may disclose information when required by law, subpoena, court order, or to protect our rights or safety.
• Dispute Resolution: Evidence packets you choose to export and share with booking platforms (e.g., Airbnb, Vrbo) or legal representatives.
• Public Verification Networks: Pseudonymized evidence hashes are published to permanent public infrastructure. These hashes cannot be used to reconstruct personal data but do provide public proof that evidence existed at a specific time.

7. Data Retention

8. GDPR & European Data Subjects

If you are located in the European Economic Area (EEA), United Kingdom, or Switzerland, you have additional rights under the General Data Protection Regulation (GDPR):

• Right of access (Art. 15) — request a copy of your personal data
• Right to rectification (Art. 16) — correct inaccurate data
• Right to erasure (Art. 17) — request deletion of your data, subject to the exceptions below
• Right to restriction (Art. 18) — limit how we process your data
• Right to data portability (Art. 20) — receive your data in a machine-readable format
• Right to object (Art. 21) — object to certain types of processing

Important exception — defence of legal claims (Art. 17(3)(e)): Evidence records that have been sealed and anchored for dispute resolution purposes are retained in pseudonymized form even after an erasure request. This retention is necessary for the establishment, exercise, or defence of legal claims. The underlying personal data in our operational databases is erased or anonymized upon valid request; the pseudonymized evidence hashes on distributed infrastructure remain as they contain no directly identifiable information.

Legal basis for processing: We process your data under (a) contractual necessity (Art. 6(1)(b)) to provide the Service, (b) legitimate interest (Art. 6(1)(f)) for security and fraud prevention, and (c) legal obligation (Art. 6(1)(c)) where required by law.

To exercise any GDPR right, contact us at hello@lilo.property. We will respond within 30 days.

9. CCPA & California Residents

California residents have additional rights under the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA):

• Right to know what personal information is collected and how it is used
• Right to delete personal information (subject to the evidence retention exception above)
• Right to opt out of the sale of personal information — we do not sell personal information
• Right to non-discrimination for exercising your privacy rights

10. Security

We implement industry-standard security measures including:

• Encryption in transit (TLS 1.3) and at rest (AES-256)
• Granular access controls on all data
• Secure authentication with multi-factor support
• Cryptographic integrity verification on all evidence records
• Infrastructure hosted on SOC 2-compliant providers

No system is perfectly secure. If you discover a security vulnerability, please report it to hello@lilo.property.

11. International Data Transfers

Your data may be processed in the United States regardless of your location. By using the Service, you consent to the transfer of your information to the United States and other jurisdictions where our service providers operate. We ensure appropriate safeguards (including Standard Contractual Clauses where applicable) are in place for international data transfers.

12. Children's Privacy

The Service is not intended for individuals under 18 years of age. We do not knowingly collect personal information from children. If we learn that we have collected information from a child under 18, we will delete it promptly.

13. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email or through the Service at least 30 days before the changes take effect. Continued use of the Service after the effective date constitutes acceptance of the updated policy.

14. Contact Us

For privacy-related questions, data requests, or concerns:

• Email: hello@lilo.property
• Phone: +1 (877) 792-5456
• Mail: fricktionless, 251 Little Falls Dr, Wilmington, DE 19808, USA
• Web: lilo.property