This privacy policy explains how Grand Sultan handles personal information through this website and the Sultan Living customer app for Android and iOS. For privacy requests, contact our team using the details below.
Account deletion · AI conversation retention · App support
Sultan Living customer app
This notice also covers Sultan Living on Android and iOS, operated for Grand Sultan customers. Account features process your name, email or mobile number, account identifiers, property links, purchase and payment records, service requests and documents you choose to submit. Identity and ownership forms may include identification, company and co-owner information. These records support account access, customer service, purchase administration and identity review. Only submit information you are authorised to provide.
App permissions and notifications
Voice features use the microphone only after permission and your action to start a conversation. File selection shares only the document you choose to upload. Firebase Cloud Messaging supports push notifications on Android and iOS; iOS delivery also uses Apple Push Notification service. These services process installation or device notification identifiers and delivery information to route messages. Where your device requires permission, notifications are displayed after you allow them. Notification enrolment is associated with your signed-in account; you can manage permission in device settings. The app also provides an authenticated message inbox.
Account security and service providers
We use authentication and access controls to limit private records to authorised accounts. Native sign-in tokens are stored using the device's secure storage. We record sign-ins, the reported app platform (such as Android or iOS), service outcomes and assistant usage information for security, troubleshooting and service analytics. Platform reporting helps us understand how the mobile service is used. Hosting, email/SMS, AI and notification providers process information needed to deliver their services; this can involve processing outside Tanzania. The customer app does not collect payment-card details to process property payments.
Deleting an app account
Open My account → Request account deletion in Sultan Living, or use the account deletion request page without installing or signing in to the app. We verify the requester before removing account access and deleting or anonymising eligible associated data. Purchase, accounting, identity-verification and dispute records may be retained when required for contractual or legal obligations; we explain relevant exceptions when responding. Submitting a request starts verification and processing; it does not immediately delete your account. We confirm completion and explain any retained records. Deleting an app account does not cancel a property agreement.
Information we collect
When you submit an enquiry, we collect the details you provide, which may include your name, telephone number, email address, project or unit interest, preferred contact method and message.
Why we use it
We use this information to respond to your request, provide current project information, arrange sales follow-up and maintain reasonable records of prospective-buyer enquiries.
How enquiries are delivered
Website enquiry details are transmitted to our authorised sales recipients using Mailgun, an email delivery provider. Information may be processed on infrastructure outside Tanzania depending on the configured Mailgun region.
Sultan and Sultana
Our AI property assistants process the messages you send, your selected project, relevant page context and any name you choose to share to answer questions and continue your conversation. Recent conversation details and your assistant selection may be retained for session continuity when you move between pages or refresh.
AI service provider
Sultan and Sultana use OpenAI to generate replies. When you choose to use the assistant, submitted audio, messages and recent conversation context are shared with OpenAI. In the signed-in app, relevant information from your own account, including your name, properties and payment details, may also be shared to answer your questions. The app asks for your agreement before starting an AI conversation. You can use other app features without starting the assistant.
Voice conversations
Your microphone starts only when you choose to begin or resume a voice conversation and grant browser permission. Audio is sent to our assistant service and its AI service providers to understand your question and generate a spoken response. You can mute your microphone or end the conversation using the voice controls. Muting stops new microphone input; a question already submitted may still receive a response.
Connecting with sales
When you choose Talk to sales, your enquiry context and conversation are shared with authorised sales agents in our customer-management system. Live text messages and, if you start a voice handoff, call audio are used to connect you with the accepting agent. Please avoid sharing passwords, payment-card details or sensitive documents in the public chat. Use your signed-in customer account for private records.
Assistant conversation review
When you continue after the assistant retention notice, text messages and voice transcripts are retained in an encrypted service-review archive for 90 days to review service quality and identify gaps in our project information. A separate operational conversation history supports recent-session continuity for up to seven days. This review is restricted to administrators and the CEO. Identifiable transcripts are deleted after the retention period; anonymous daily activity and usage totals may remain. We do not store raw audio recordings for this review. We record the platform, conversation outcome and available AI usage information. An AI service provider processes submitted messages and audio to generate replies. Conversation storage does not automatically train an AI model.
Retention and sharing
We retain enquiry information only as long as reasonably necessary for sales follow-up, record keeping and legal obligations. We do not sell your personal information. We share personal information with authorised personnel and service providers as needed for the purposes described above, and where required to meet legal obligations. Account, purchase, payment and identity records have different retention needs from AI transcripts; the 90-day transcript period does not apply to those records.
Your choices
You may ask us to correct or delete enquiry information we hold, subject to applicable legal and record-keeping requirements. You may also ask us to stop marketing follow-up or request access to information associated with your account. To stop future voice collection, end the conversation or withdraw microphone permission in device settings. Withdrawing microphone or notification permission does not itself delete previously collected information. Contact us for help with a privacy request or complaint.
Contact
For privacy questions, email [email protected] or call +255 753 400 506.