AI Use Policy

1. Role of AI in RentalRelay

RentalRelay uses large language model (LLM) AI to assist with tenant communication tasks. Specifically, AI is used to:

• Classify inbound tenant messages by category (maintenance, rent, lease questions, etc.)
• Generate draft responses to common tenant inquiries
• Ask clarifying questions to gather information before escalation
• Flag messages as urgent, routine, or requiring human approval
• Summarize conversation threads for landlord review

How approvals work. When a tenant reports an issue, the AI dispatches a vendor in the matching trade automatically using the priority order you've set. Vendor cost estimates above your configured approval threshold are held and require an explicit "Approve" reply from the landlord by text before work proceeds; estimates at or below the threshold are auto-approved and the landlord is notified by SMS. The threshold is set per organization and defaults to $300. You can disable auto-dispatch entirely in Settings → AI & Auto-Routing.

2. What AI Cannot Do

• Provide legal advice or interpret your lease in a legally binding way
• Guarantee accuracy in all circumstances—AI can and does make errors
• Replace your judgment as a landlord or property manager
• Represent you in any legal proceeding
• Access information not provided to the platform (e.g., external contractor databases without integration)

3. Lease Document Handling

If a landlord uploads a lease document, the AI can reference it when tenants ask lease-related questions. The AI's behavior with lease documents is strictly limited:

• The AI is instructed to quote the lease verbatim when answering tenant questions and to avoid paraphrasing or interpreting the language. Because the AI is a generative model, occasional rewording can occur — always defer to the underlying lease document if there is any discrepancy.
• The AI does not provide legal advice or opinions on what lease terms mean.
• If a tenant's question is not addressed in the lease document, the AI will escalate the question to the property manager.
• All lease-related responses direct tenants to consult their property manager for further clarification.
• Lease documents are stored securely and are only accessible within the landlord's organization. They are never shared with other users or used for any purpose other than answering tenant questions.

RentalRelay is not a legal service. Responses referencing lease documents are informational only and do not constitute legal advice. Landlords are responsible for the accuracy and enforceability of their lease documents.

4. Human Oversight Requirements

You are required to maintain meaningful oversight of AI-generated communications. This means:

• Responding to escalation alerts and approval requests that arrive via SMS in a timely manner
• Configuring escalation rules that reflect your actual policies
• Auditing AI responses periodically to confirm they match your intent
• Immediately flagging any AI behavior that seems incorrect or inappropriate

By using RentalRelay, you accept responsibility for messages sent through your account, including AI-drafted messages that you reviewed and approved.

5. AI and Fair Housing

RentalRelay uses Anthropic's Claude, which is trained by Anthropic with safety guardrails relevant to Fair Housing. RentalRelay does not configure or use AI in ways intended to discriminate based on race, color, national origin, religion, sex, familial status, disability, or any other protected class under the Fair Housing Act or applicable state laws. However:

• You must not configure the system in ways that produce discriminatory outcomes
• You must review AI responses for any language that could be construed as discriminatory
• RentalRelay is not liable for discriminatory outcomes resulting from your configurations or approvals

If you believe our AI has produced potentially discriminatory output, report it immediately to hello@rentalrelay.io.

6. AI Training & Your Data

RentalRelay does not train AI models on your tenant conversation data. Per Anthropic's commercial API terms, customer inputs sent to Claude are not used to train Anthropic's foundation models. If we add any internal use of tenant conversation content for product analytics or model improvement in the future, we will update this policy and notify customers in advance.

7. Transparency with Tenants

We recommend that landlords disclose AI assistance to tenants — either in the lease addendum, the SMS opt-in form, or a first-message disclosure. While not legally required in all jurisdictions, disclosure is a best practice and builds tenant trust. The standard tenant welcome message includes the property name and references the SMS program.

8. Minors

RentalRelay is not intended for use in communications with individuals under 18 years of age. If you believe a minor is interacting with your RentalRelay number, you must disable automated responses for that contact and engage directly. Please report the situation to hello@rentalrelay.io.

9. Reporting AI Issues

If the AI produces inaccurate, inappropriate, biased, or harmful output, please report it to hello@rentalrelay.io with as much context as possible. We take these reports seriously and investigate them promptly.

10. Policy Updates

As AI capabilities and regulations evolve, we may update this policy. Material changes will be communicated via your account dashboard. Continued use of RentalRelay after updates constitutes acceptance of the revised policy.