TL;DRThe essentials in 30 seconds
1. The database, the documents and the accounts are hosted in Switzerland, in the Zurich region. The servers that route intercom calls, carry their voice and image, and read the meters are in Germany, along with an encrypted backup copy of the Swiss database, made every night and kept for 14 days. Some ancillary processing goes through providers established in the United States: the full list, provider by provider, is in chapter 07.
2. Your property manager cannot see who rings your door, or when you come home. They see the technical status of the shared equipment, not what you do.
3. Intercom video is not recorded by default. Only snapshots of missed calls are kept for 30 days, then deleted automatically.
4. You can download all your data, or ask us to delete it, from the app, in two taps. No reason required.
01Controller
Within the meaning of Art. 5 let. j of the revised Federal Act on Data Protection (nLPD) and Art. 4 (7) of the RGPD, the controller for the data collected through neolia.ch and the Neolia services is:
- Entity
- Neolia Sàrl
- Address
- Bernstrasse 15a, 3280 Murten, Switzerland
- IDE
- CHE-298.197.401
- Data protection contact
- contact@neolia.ch
- Representative in the European Union
- None is appointed to date. Neolia services are aimed at clients established in Switzerland and the data is processed from Switzerland. For any question about your data, whatever your country of residence, write to contact@neolia.ch: your requests are handled in the same way.
Scope & roles
Neolia acts in two distinct roles, and they determine your rights:
- Controller for the data collected through neolia.ch, the resident app itself, and the business accounts of property managers.
- Processor for the technical data generated by the physical equipment of a building (door access logs, energy readings), for which the property manager or the owner is the controller. The details are set out in the DPA.
02Data we collect
We apply a principle of minimisation: every piece of data we collect must serve a concrete purpose. If a feature works without a given piece of data, we do not collect it.
| Category | Examples | Source |
|---|---|---|
| Identity | Surname, first name, floor / apartment | Property manager, or the resident |
| Contact | Email, mobile number, preferred language | Resident |
| Authentication | Password hash, tokens, linked devices | System |
| App usage | Calls received, door openings, sessions | App · system |
| Video & audio | Real-time call stream (never stored), snapshot of a missed call | Physical intercom |
| Energy | kWh consumption per circuit, EV charging | MID meters |
| Location | Approximate country (from the IP address, to set the language) | Website |
| Diagnostics | Crashes, latency, OS version, anonymised | App · site |
We never collect: your phone contacts, your address book, your web browsing history, your messages outside the app, your precise GPS location, or any biometric data. The resident app contains no advertising SDK: no Meta, no Google Ads, no TikTok, nothing of the kind.
03Purposes and legal bases
| Purpose | Legal basis |
|---|---|
| Route an intercom call to your app | Performance of the property services contract (property manager ↔ resident) |
| Let you open a shared door with your phone | Performance of the contract · legitimate interest in building security |
| Show your individual energy consumption | Legal obligation (LEne, OApEl) · resident consent |
| Establish the building energy report (aggregated totals, no dwelling identifiable) | Legitimate interest of the owner in the performance of their building · aggregated data |
| Invoice the property manager for the Neolia services | Performance of the B2B contract |
| Send you service notifications (outage, critical update) | Legitimate interest · operational security |
| Improve service quality (anonymised logs) | Legitimate interest, pseudonymised data |
| B2B marketing (prospective property managers) | Legitimate interest · opt-out at any time |
| Resident marketing (optional newsletter) | Consent (explicit opt-in, withdrawn in one click) |
04If you live in a Neolia building
This section speaks to you personally.
What your property manager sees
- The technical status of your equipment (online / offline);
- The number of calls received through your intercom (aggregated usage statistic);
- Faults reported and how they were resolved;
- Your individual energy consumption, only to the extent provided for in your lease (service charge statement), and always shown as plain figures, with no reading of your behaviour.
The building energy report
The readings from the dwellings can be added up to establish the energy performance of the building: total consumption over the year, change from one year to the next, drift in a technical installation. The document helps your property manager and the owner decide on maintenance or renovation.
Three limits, and they bind us: the report is aggregated and never names anyone, neither your name nor your dwelling appears in it; it contains no curve per dwelling, only building totals; and it is not produced when the building has fewer than five dwellings, because below that threshold a total can point to a single person.
This report says nothing about your habits, and it is not meant to. It is about the building, not about the people living in it.
What your property manager never sees
- Who rings your door;
- The times you come home or leave;
- The video or audio content of your intercom calls;
- Your personal preferences (language, ringtone, profile picture);
- Your family / carer contacts saved in the app;
- Your consumption tied to your name in a building report: the report is a building total, never a list of dwellings.
Intercom video
The video stream from the intercom camera is never recorded during a call. It always goes through our servers: never directly from the door to your app. Today, the image and voice of calls are not encrypted. If you do not answer, a single snapshot is kept for 30 days on our servers, in Germany, then deleted automatically. You can delete it yourself at any time from the app.
No audio recording, ever. No facial recognition, ever.
Family & carers
You can share your intercom calls with someone close to you (partner, child, carer). That person then receives notifications, but has no access to your energy history or your personal settings. You can revoke this sharing at any time.
05If you are a property manager or an owner
As a business client, you are the controller for the data of the residents in your buildings. Neolia acts as your processor. The detailed framework (instructions, security, sub-processors, audits) is set out in the data processing agreement, signed together with the general terms of sale.
On the Neolia side, we process in our own right only:
- The name of your account contact and their business contact details;
- The data needed for invoicing;
- The usage logs of the property manager portal (who logged in, which configuration actions).
06If you visit neolia.ch
The marketing site collects no browsing data for audience measurement. Only the technical logs of the delivery infrastructure (IP address, resource requested, timestamp) are processed, for security and correct operation. The technical details (cookies, durations, purposes) are described in the cookie policy.
If you fill in a form (demo, contact or order assistant), we keep your request, including the project file it generates (contact details and project characteristics), for 24 months for commercial follow-up. The summary is also sent to you by email. You can ask us to delete it at any time at contact@neolia.ch.
Our commercial emails carry a one-click unsubscribe link, and the header your mail client uses to show its own « Unsubscribe » button. One click is enough: your address goes on our suppression list, and that list is checked before every send. Letters tied to a current contract — invoice, statement of charges, confirmation code — keep going out: they perform the contract, they are not prospecting. To receive nothing at all, write to contact@neolia.ch.
We do not chase you. If you do not take your request further, we do not write a second time. Asking for a demonstration never puts your address on a prospecting list. No bulk mailing is wired to this form, and your request is read only by the team that answers it. The commercial communications listed in chapter 03 cover other situations: they are never sent to someone who has only asked for a demonstration. If you would rather we came back to you, just say so in your message.
07Who we share your data with
Neolia never sells or rents personal data. Sharing is limited to the technical processors needed to deliver the service, under a confidentiality agreement.
The list below was rebuilt on 10 September 2026 from a complete survey of the outbound calls in the code, not from memory. The providers marked (+) were added on that occasion: the corresponding processing agreement and transfer assessment are not yet signed, and we write it down rather than keep quiet about it.
The core services, always active
| Processor | Role | Location |
|---|---|---|
| Supabase, Inc. | Database, authentication and file storage, including signed partner contracts and the evidence of their signature | Data in Switzerland (Zurich region); provider established in the United States |
| Hetzner Online GmbH | Operating servers: call routing, intercom voice and image, dwellings' telephone accounts, image taken by the door station, meter readings, notification tokens, installer accounts, logs, encrypted backup copy of the Swiss database | Germany, Nuremberg data centre |
| Cloudflare, Inc. (+) | Delivery of the neolia.ch website, processing of forms, and storage of the sales follow-up and the attachments of partner messages | Global network, EU points of presence (covered by the DPF) |
| Resend, Inc. | Sending of our emails | United States (covered by the DPF) |
| Apple Inc. / Google LLC | Notifications on your phone, including the title and body of the message | United States (covered by the DPF) |
| Stripe Payments Europe | B2B payment collection (property managers) | Ireland |
| Cal.com, Inc. | Online appointment booking | European instance (cal.eu) until 1st November 2026, the date on which the publisher closes it. The solution chosen afterwards will be shown here before that date |
Machine-assisted analysis
When your managing agent files a lease, an invoice or the photograph of a meter, and when a message is exchanged in the platform's messaging, the text or the document is sent to a language model that reads it and extracts the useful information.
| Processor | Role | Location |
|---|---|---|
| Anthropic | Assisted reading of filed documents and exchanged messages; answers from the assistant in the search bar of the property management platform; proofreading of the text of a dictation by the property manager, never the voice | United States. Transfers are covered by Anthropic's data processing addendum and by the standard contractual clauses adapted to Swiss law |
Searching your documents happens entirely on our Swiss servers: no document leaves them to be indexed.
Connectors, only if you activate them
These services receive nothing until the matching account has been connected, by you or by your managing agent. Once connected, its credentials are passed to them so that they can respond.
| Processor | Role | Location |
|---|---|---|
| Signify Netherlands B.V. (Philips Hue) (+) | Connected lighting: tokens of your Hue account and relayed commands | Netherlands; interface served from the United States |
| Overkiz SAS — Somfy (+) | Shutters, blinds, heating: username and password of your account | France |
| smart-me AG (+) | Meter readings: username and password of your account | Switzerland; interface delivered by a worldwide network |
| Solar Manager AG (+) | Solar system, battery, charging station | Switzerland; interface hosted in the United States |
| Belimo Automation AG (+) | Heating, ventilation, air conditioning | Switzerland; interface hosted in the United States |
| Enode AS (+) | Electric vehicle charging | Norway |
Occasional services
| Processor | Role | Location |
|---|---|---|
| Zadarma (+) | Confirmation SMS: your phone number and your code | Sending measured from Germany; the provider's registered office is not established in this file |
| komoot GmbH (Photon) (+) | Address suggestions while typing: the start of the address typed and the IP address of your device | Provider based in Germany |
| Base Adresse Nationale (French State) (+) | Address suggestions in France while typing: the start of the address typed and the IP address of your device | France |
| Postal mailing provider (+) | Printing and posting of your managing agent's letters | No provider is connected to date: the function sends nothing |
What is not a Neolia processor
- Your managing agent's software. If it connects its own system, your messages and the links to your incident photographs are sent to the address it has entered. The country of destination is the one it has chosen, and it answers for it.
- Your property manager's mailbox. If it connects its mailbox or its calendar (Microsoft 365, Google, iCloud, Yahoo, Infomaniak or another provider), the e-mails you exchange with it go through that provider, which it has chosen and for which it is responsible.
- The Swiss public registers. RBD, swisstopo and Zefix receive the address or company name entered in a search.
The current list of sub-processors is kept in the DPA, Annex 2.
Authorities
We may have to pass data to a competent Swiss authority (police, judicial authority) on the basis of a formal legal request. We always apply the principle of proportionality: we provide only the data listed in the request, and we inform the person concerned whenever the law allows.
08Transfers outside Switzerland / the EU
Your database is hosted in Switzerland, and an encrypted backup copy is kept in Germany. The database of residents, buildings and accounts is hosted in Switzerland, in the Zurich region. Our operating servers, however, are in Germany, a country whose level of protection is recognised by the Federal Council. Processed in Germany are therefore: the audio and video stream of every intercom call, your dwelling's telephone account, the image taken by the door station, your meter readings, the token used to send notifications to your phone, the technical logs, and an encrypted backup copy of the Swiss database, made every night and kept for 14 days. A call between your door and your phone travels to Germany and back; it is not recorded.
Some ancillary processing entails a transfer to the United States: the sending of our emails, the notifications on your phone, the delivery of the website, and the machine-assisted analysis of the documents your managing agent files. These transfers are framed by:
- The Swiss-U.S. Data Privacy Framework, together with the Standard Contractual Clauses (SCC) adopted by the European Commission and recognised by the Federal Commissioner for data protection, with the adaptations he requires for Switzerland;
- Signed contractual clauses with the providers of the historic core, the content of which we will give you on request. For the providers marked (+) in chapter 07, these clauses are not yet signed;
- Technical measures applied case by case: encryption in transit and at rest, and limiting the data passed on to what the provider needs.
We do not claim to pseudonymise data systematically before passing it on, because that would be untrue: the service that sends our emails receives a name and an address in the clear, and a notification sent to your phone carries your device identifier. Both are necessary to the service and covered by the guarantees above.
09How long we keep your data
| Data | Duration |
|---|---|
| Active resident account | For the whole term of the lease + 30 days |
| Missed call snapshot | 30 days, then automatic deletion |
| Door opening history (resident) | 12 months in total, of which the first 90 days can be viewed in the app, then an encrypted archive until the end |
| Metadata of an intercom call (timestamp, dwelling called, duration) | 30 days |
| Technical security logs (building) | 30 days (they contain call metadata) |
| Energy consumption data | The raw measurement is kept 90 days, then deleted. It is summarised as it comes in, and it is the summaries that last: the quarter-hour step 3 years, the hourly step 2 years, and the daily total 5 years. It is this daily total that serves the service charge statement and the year-on-year comparison (LEne) |
| Building energy report | No retention of its own: we keep no copy of it. The report is recalculated on each request from the daily consumption totals, which are kept 5 years. Comparison between financial years therefore covers those 5 years. This report is not personal data: it is building totals, with no names and no detail per dwelling, and it is not produced below five dwellings |
| B2B invoices | 10 years (Art. 958f CO) |
| Data of a property management company after the end of its contract | 90 days to export everything from the workspace, which stays available for reading, then erasure of everything we process on its behalf. Only our own invoices and their supporting documents then remain, 10 years from the end of the financial year (Art. 958f para. 1 CO) |
| Demo & contact requests | 24 months without contact, then the contact and its whole follow-up are deleted automatically, every night. Two exceptions: a contact who has become a client follows the retention of our accounting records (10 years, art. 958f CO), and an active partner account is kept for as long as that account exists |
| Newsletter (consent) | Until consent is withdrawn |
| Web server logs | 30 days |
10Data security
The detailed technical and organisational measures are published in the security charter. In short:
- TLS encryption for the website, the platform, the apps and the metering devices. Intercom calls are the exception: their signalling, image and voice are not encrypted today;
- Encryption at rest of the database, provided by its operator. The disks of our operating servers are not encrypted, and we would rather write it down;
- Daily backups with rotation, encrypted before they leave the machine that produces them, using asymmetric encryption: the key needed to read them is not on the server being backed up;
- Server access by key only, password authentication disabled;
- Internal access limited to least privilege and logged, with the audit log kept outside the database that produces it;
- Servers monitored continuously, with intrusion detection every five minutes.
No external penetration test, no certification audit and no bug bounty programme has taken place to date, and there is no backup replication between two Swiss regions.
Incident notification
If a personal data breach presents a high risk to the people concerned, Neolia notifies the Federal Data Protection and Information Commissioner (FDPIC) within the deadlines set by Art. 24 nLPD, and the people concerned where the law requires it.
11Your rights and how to exercise them
Under the nLPD and the RGPD, you have the following rights:
- Right of access: obtain a copy of the data concerning you;
- Right to rectification: correct inaccurate data;
- Right to erasure: ask us to delete data, within the limits of our legal obligations (e.g. invoicing);
- Right to restriction: temporarily freeze processing you contest;
- Right to portability: receive your data in a structured, readable format (JSON, CSV);
- Right to object: refuse processing based on legitimate interest;
- Right to withdraw consent at any time, without giving a reason.
Residents can export or delete their personal data from Settings → Privacy → My data, without contacting support. Deletion erases the call history and the visitor images, and detaches the phone from the dwelling's intercom. It does not delete access to the intercom itself, which belongs to the property manager: see the Delete your account page.
Standard route
For other requests, or if you do not use the app, write to contact@neolia.ch and state what you are asking for. We reply within 30 days. We may ask you for reasonable proof of identity.
Complaint to an authority
If you believe your rights are not respected, you can lodge a complaint with:
- Switzerland
- Federal Data Protection and Information Commissioner (FDPIC)
edoeb.admin.ch - European Union
- The supervisory authority of the country where you live or work
12Minors
The Neolia services are not intended for independent use by minors under the age of 16. Where a household includes minors, their access to the resident app is the responsibility of the legal guardian, who decides whether to give them use of the family account.
13Changes to this policy
This privacy policy may be updated to reflect a change in the service, in the law or in our processors. Minor changes (a clarification, a typo) are published without individual notice. Substantial changes (a new purpose, new third-party access, a longer retention period) are notified in the app and by email at least 30 days before they take effect.
The full version history is available on request at contact@neolia.ch.