Privacy Policy

Effective date and last updated: 11 October 2026

1. Who we are

PTL-PROP is an AI-powered property matching and enquiry management platform for the Malaysian property market. It helps property seekers find suitable listings over WhatsApp, and helps property agents and agencies manage enquiries, listings, co-broking and viewing appointments.

• Operator: PTL Sales & Marketing Sdn Bhd (company no. 1076727-D)
• Registered address: No. 3-1, Jalan Metro Perdana Barat 2, Taman Usahawan Kepong, 52100 Kuala Lumpur, Malaysia
• Privacy contact: see section 14

PTL-PROP is an independent business. We are not owned by, endorsed by or affiliated with Meta Platforms, Inc. or WhatsApp LLC.

2. Information we collect

a) Property seekers who contact us on WhatsApp

• Your WhatsApp phone number and WhatsApp display name.
• The messages you send and receive in the conversation, including text, voice notes (which are converted to text) and the fact that you sent an image.
• Property requirements you share or that can be understood from the conversation, such as buy or rent, area, property type, budget, size, preferred viewing time and listings you are interested in.
• Enquiry records, such as which agent is responsible for your enquiry, which listings were checked for availability, viewing requests, cancellations and scheduled follow-up messages.
• If your enquiry comes from a property portal (for example PropertyGuru) and reaches an agent's connected WhatsApp number, a record of that enquiry, including the listing reference and your phone number.
• Technical WhatsApp connection data kept on our server for each connected number, such as encryption session data and the mapping between WhatsApp account identifiers and phone numbers. This does not include message content.
• Server logs, which can include your phone number and short excerpts of messages, used for troubleshooting.

b) Agents, agencies and other platform users

• Account details: name, email address, phone number, agency or team, role and account approval status.
• Sign-in data handled by our authentication provider (see section 6).
• Listings you upload, including property details, photos and your contact details as the listing agent.
• Settings, such as notification phone numbers and message templates, and the WhatsApp number you choose to connect to PTL-PROP.

c) Listing agents and co-broke contacts

• Property listing information, including the listing agent's name and contact number, obtained from listings uploaded by our users, from property listing groups that our users take part in, and from publicly available property listing websites.
• When we contact another agent to check whether a listing is still available or open for co-broking, we keep a record of that agent's name, number, the listing concerned and their reply.

d) Website visitors

• Search terms you type into the property search on ptl-prop.com (sent to our server to return matching listings).
• Technical information that our hosting and network providers record when you load a page, such as IP address, browser type and time of access.

3. WhatsApp messaging data

How WhatsApp numbers are connected

• Currently: an agent or agency connects their own WhatsApp number to PTL-PROP by adding PTL-PROP as a linked device on that WhatsApp account. PTL-PROP then receives and sends messages for that number, and the same conversations also remain visible in the agent's own WhatsApp app.
• Planned, not yet available: connection through Meta's WhatsApp Business Platform (Cloud API) for agencies onboarded through Meta's authorisation process. This option is not live. We will update this policy before it becomes available.

When you message a number connected to PTL-PROP:

• Your messages are received by PTL-PROP and stored in the account of the agent or agency who operates that number.
• Our AI assistant may read your messages and reply on the agent's behalf (see section 5). The agent can read the conversation, reply personally and pause the AI at any time.
• We use the conversation to understand your requirements, suggest suitable listings, check availability with the listing agent, notify the responsible agent about viewing requests and send follow-up messages.
• When we ask another agent whether a listing is available, our standard process shares the listing and your general requirements (for example "a 3-bedroom condo for rent"), but not your name or phone number. The agent responsible for your enquiry receives your name and phone number so that they can arrange a viewing with you.

WhatsApp is a service provided by WhatsApp LLC (part of Meta). Your use of WhatsApp is also governed by WhatsApp's own terms and privacy policy. Messages remain on your own device and in your WhatsApp app regardless of what we delete from PTL-PROP.

If you do not want your conversation handled through PTL-PROP, you can tell us or the agent in the chat, or contact us using the details in section 14.

4. How we use personal data

• To respond to your property enquiries and match you with suitable listings.
• To connect you with the agent responsible for your enquiry and to arrange, reschedule or cancel viewings.
• To check listing availability and co-broking arrangements with listing agents.
• To send follow-up messages related to your enquiry.
• To create, approve and manage agent and agency accounts, and to show each user only the information their role permits.
• To operate, secure, troubleshoot and improve the platform, including preventing duplicate or mistaken messages.
• To comply with legal obligations and respond to lawful requests.

We do not sell personal data, and we do not use your WhatsApp conversation for advertising.

Legal basis. We process personal data with your consent (for example, when you choose to message a PTL-PROP number or register an account), where it is necessary to provide the service you asked for, and where required by law. You may withdraw consent at any time (see section 9); this may mean we can no longer assist with your enquiry.

5. AI-assisted message processing

• PTL-PROP uses AI models provided by OpenAI to read incoming messages, draft and send replies, understand property requirements, summarise conversations for the responsible agent, transcribe voice notes and translate internal notices.
• To do this, the relevant message content (and the audio of voice notes, for transcription) is sent to OpenAI for processing under its terms for business API customers.
• AI replies can be inaccurate. Information about specific listings, prices and availability should be confirmed with the agent before you rely on it. You can ask to speak to a human at any time, and agents can take over the conversation.
• The AI does not make decisions that have legal or similarly significant effects on you. Viewing arrangements and property transactions are handled by human agents.

6. Sharing and service providers

We share personal data only as described in this policy:

• With agents and agencies using PTL-PROP — the agent or agency responsible for your enquiry, and, without your name or phone number, listing agents we contact about availability.
• With service providers who process data on our behalf to run the platform:

• For legal reasons — where required by law, regulation, court order or a lawful request from a government authority, or to protect the rights, safety and property of our users or the public.
• Business changes — if PTL-PROP or its business is reorganised, merged or sold, personal data may be transferred as part of that transaction, subject to this policy.

7. Security

We take reasonable practical steps to protect personal data from loss, misuse and unauthorised access, including:

• The agent platform requires sign-in, and new accounts must be approved by an administrator before they can access it.
• Role-based access controls, including limiting which user roles can see customers' phone numbers.
• Our website and application are served over HTTPS.
• Restricting server and database access to authorised personnel.

No method of transmission or storage is completely secure, and we cannot guarantee absolute security. If we become aware of a personal data breach that affects you, we will notify you and the relevant authority where the law requires us to.

8. Retention and deletion

We keep personal data only for as long as it is needed for the purposes in this policy, or as required by law.

• Customer conversations and enquiry records are kept in the account of the responsible agent or agency until they are deleted by that agent, or by us following a deletion request. We do not currently delete inactive conversations automatically, and there is no fixed retention period for them.
• If you have not contacted a PTL-PROP number for 45 days, a new enquiry may be assigned to a different agent. Earlier conversation records remain with the previous agent unless deleted.
• Agent and agency accounts are kept while the account is active. When an account is deleted by an administrator, the account profile and sign-in record are removed. Listings the agent uploaded are not deleted automatically. Customer conversation records are kept under the PTL-PROP WhatsApp number through which the customer made contact, not under individual agents, so they are not deleted when an agent's account is closed. Both remain stored in our systems and are handled under this policy until they are deleted. Agents can ask us to delete their listings and personal details, and customers can ask us to delete their data.
• Server logs are kept for troubleshooting. There is currently no fixed retention period, and these logs are not deleted automatically.
• Technical WhatsApp connection data for a number is kept while that number is connected to PTL-PROP, and is removed from our server when the number is disconnected.
• OpenAI may keep message content sent to it for a limited period under its own API data retention policy.
• Our service providers may keep backups or logs for a limited period under their own retention schedules.

To request deletion of your data, see our Data Deletion Instructions.

9. Your rights and privacy requests

Subject to the PDPA, you may:

• ask whether we hold your personal data and request a copy of it;
• ask us to correct personal data that is inaccurate, incomplete or out of date;
• withdraw your consent, or ask us to stop or limit processing of your personal data;
• ask us to delete your personal data (see Data Deletion Instructions);
• ask us not to send you follow-up or promotional messages.

To make a request, contact us using the details in section 14. Please include the WhatsApp number or email address you used with PTL-PROP so we can find your records. We may need to verify your identity before acting on a request, and we may charge a fee where the PDPA allows it. We will respond to data access requests within the period required by the PDPA (currently 21 days). For other requests, including deletion, we aim to respond within 21 days; if we need more time, we will tell you before then, explain why, and tell you when we expect to finish.

If you are not satisfied with our response, you may lodge a complaint with the Personal Data Protection Commissioner of Malaysia (Jabatan Perlindungan Data Peribadi).

10. Cookies and analytics

• The public website ptl-prop.com does not use advertising cookies, analytics tools or tracking pixels.
• The agent platform (app.ptl-prop.com) uses browser storage provided by our authentication provider to keep users signed in. This is necessary for the platform to work.
• Our hosting and network providers may record technical information, such as IP addresses, for security and operation.

11. Processing outside Malaysia

Some of our service providers process data outside Malaysia. Our application server and our main database (Google Cloud Firestore, region asia-southeast1) are located in Singapore. User sign-in is handled by Google Firebase Authentication, and OpenAI, GitHub and Cloudflare may process data in the United States and other countries. Where personal data is transferred outside Malaysia, we take steps to ensure it receives a level of protection consistent with the PDPA.

12. Children

PTL-PROP is intended for adults. It is not directed to children under 18, and we do not knowingly collect personal data from children. If you believe a child has provided personal data to us, please contact us and we will delete it.

13. Changes to this policy

We may update this Privacy Policy from time to time. The latest version will always be published at this address with its "last updated" date. If we make significant changes, we will take reasonable steps to let users know.

14. Contact us

For privacy questions, requests or complaints, please contact:

• PTL Sales & Marketing Sdn Bhd — Privacy contact: the Director
• Email: privacy@ptl-prop.com

In the event of any inconsistency between the English version of this policy and any translation, the English version prevails.