Privacy Policy
1. Data controller
The data controller for personal data collected through this website is Os Caetanos, Lda, trading as Terrae, a Portuguese company registered under tax ID 504 428 918, with registered office at Rua Manuel Ferreira 19C, 2795-229 Linda-a-Velha, Portugal. Contact: geral@terrae.pt.
2. Personal data we collect
We collect personal data that you voluntarily provide through our contact forms, WhatsApp conversations, email exchanges and visits to our office. Categories include:
- Identification data: name, email, telephone number
- Property briefing data: preferences, budget, location, timing
- Browsing data: IP address, browser type, pages visited (essential, analytics and advertising cookies)
- Conversation data: the messages you exchange with us on WhatsApp, with our virtual assistant or with our team
3. Purpose and legal basis
- Responding to enquiries: contractual performance (Art. 6(1)(b) GDPR)
- First contact on WhatsApp, right after a request made on this site, by a virtual assistant (Joaquim) who then hands the conversation to a person on our team: consent given in the form and pre-contractual steps (Art. 6(1)(a), (b) GDPR). Requests made on this site are kept in TERRAE OS, our CRM. You can ask us to stop at any time by replying PARAR (Portuguese for “stop”), by asking in the conversation itself or by writing to geral@terrae.pt.
- Managing the client relationship: contractual performance and legitimate interest (Art. 6(1)(b), (f) GDPR)
- Legal and regulatory compliance (real estate mediation, AML, tax records): legal obligation (Art. 6(1)(c) GDPR)
- Analytics (statistical measurement of how the site is used): consent (Art. 6(1)(a) GDPR), only if you accept the Analytics category of the cookie banner
- Advertising (measuring our ads on Meta and Google and showing them to people with similar interests): consent (Art. 6(1)(a) GDPR), only if you accept the Advertising category of the cookie banner
4. Retention periods
Personal data is retained only for as long as necessary:
- Active client records: for the duration of the relationship plus 10 years (Law 15/2013 on real estate mediation activity)
- Tax records: 10 years
- Marketing data: until consent is withdrawn or 2 years of inactivity, whichever is sooner
- Requests made on this site and WhatsApp conversations that do not lead to a contract: up to 2 years without contact, or until you withdraw consent, if sooner
- Analytics cookies: up to 13 months
- Advertising cookies: up to 90 days
- Anonymous analytics: aggregated indefinitely
5. Data processors and recipients
Personal data may be shared with the following categories of recipients, under data processing agreements compliant with Art. 28 GDPR:
- ALS Finance, Unipessoal Lda, when mortgage intermediation services are involved
- Antas da Cunha ECIJA, our legal counsel, when a contractual matter requires legal review
- 4Improvements, provider of TERRAE OS, the CRM where requests made on this site are kept and from which the first WhatsApp contact is sent
- WhatsApp Ireland Limited (Meta group): the WhatsApp messages we exchange with you, including the automatic first contact, go through the WhatsApp Business service. This does not depend on the cookie banner.
- Netlify, hosting of this website
- Resend, transactional emails (confirmations, reports and notifying our team of your messages)
- Anthropic PBC, artificial intelligence processing in the site assistant (Joaquim) and in the site's analysis tools. What you write or upload is sent to Anthropic only to produce the reply or the analysis; under the API commercial terms, it is not used to train models.
- EgoRealEstate, CRM and real estate management platform
- Google (Google Analytics 4 and Google Ads, with Consent Mode v2): measurement of how the site is used, with cookies, only with the Analytics category, and measurement of our ads, with cookies, only with the Advertising category. Without your consent, Google tags set no cookies, but they send Google cookieless signals (the page viewed, the browser and the IP address) for aggregated measurement.
- Meta Platforms Ireland (Facebook and Instagram), only if you accept the Advertising category of the cookie banner: it receives the Meta pixel events (for example pages viewed, contact clicks, diagnostic results and requests sent) and, from our servers, notice that you saw the result of a diagnostic or made a request through a form on this site, with your IP address, browser and Meta cookie identifiers and, for requests, your email, phone number and name hashed (SHA-256), so we can measure our ads and show them to people with similar interests. Without that category, we send none of these advertising signals to Meta.
- Public authorities when required by law: IMPIC (real estate regulator), Bank of Portugal (for mortgage intermediation), tax authority, judicial authorities
6. International transfers
Some processors (Netlify, Resend, Anthropic, WhatsApp, Google and, if you accept the Advertising category, Meta) may process data outside the European Economic Area. Transfers are protected by Standard Contractual Clauses approved by the European Commission or by adequacy decisions, and additional safeguards where applicable.
7. Your rights
Under the GDPR, you have the right to access, rectify, erase, restrict, port and object to the processing of your personal data, as well as to withdraw consent at any time without affecting the lawfulness of prior processing. Exercise these rights by writing to geral@terrae.pt. We respond within 30 days. To stop receiving our WhatsApp messages, reply PARAR or simply ask in the conversation.
You also have the right to lodge a complaint with the Portuguese data protection authority, Comissão Nacional de Proteção de Dados (CNPD), cnpd.pt.
8. Cookies and tracking
Our website uses cookies and equivalent technologies in three categories. Essential cookies are necessary for the site to function, including remembering your cookie choice. Analytics (Google Analytics 4 and Metricool) measure how the site is used, for statistics. Advertising (Meta pixel and Google Ads) measure our ads; without this category the Meta pixel is not loaded and we send Meta no advertising signals about your visits or your requests. Analytics and advertising each require your explicit consent, given separately in the cookie banner shown on first visit. Without your consent, we set no analytics or advertising cookies; Google tags still send cookieless signals, as explained in section 5.
You can change your choice at any time: change cookie preferences.
9. Security
We apply organisational and technical measures to protect personal data against unauthorised access, alteration, disclosure or destruction. These include encrypted transmission (HTTPS/TLS), access controls, regular security reviews and confidentiality obligations on all staff and processors.
10. Changes to this policy
This policy may be updated to reflect legal, technical or operational changes. Significant updates will be notified through this page. The "last updated" date above always reflects the most recent revision.
11. Contact
For any privacy-related question: geral@terrae.pt or by post to the registered office address above.