Privacy Policy

Who we are

KAIRO is a utility management service operated in Nashville, Tennessee. We help residents find, set up, and track the utilities that serve their home. You can reach us at info@kairo-us.com.

What we collect and why

We collect only the information necessary to provide the service:

• Account information. Your name, email address, and password when you create a KAIRO account. We use this to authenticate you and send you service-related communications.
• Home address. The address you enter so we can identify which utilities serve your home and show you the relevant providers.
• Last four digits of your Social Security Number (optional). Some utility providers require identity verification when starting new service. If you provide this, it is stored encrypted and used only for that purpose. You are never required to provide it.
• Utility login credentials (for connecting an existing account). When you connect an existing NES, Metro Water, or Piedmont Natural Gas account, you enter your utility username and password once. That password is sent over an encrypted connection, used to complete the connection, and permanently deleted from our systems when the job finishes, whether it succeeds or fails. We do not store it and cannot retrieve it afterward.
  
  For NES and Metro Water, connecting also has KAIRO register its own separate login on your utility account, one that we create and control, so we can check your bill status going forward. That KAIRO-held login is stored encrypted (AES-256-GCM) and used to sign in when you press Refresh or when an automatic status check runs, for example when new mail arrives at your relay address.
  
  For Piedmont Natural Gas, you can choose whether KAIRO keeps your own login for the same purpose, using the "Keep my login for active billing checks" option, which is off by default. If you leave it off, your Piedmont password is deleted the same way as NES and Metro Water, and we rely on your relay email instead. If you turn it on, your Piedmont login is stored encrypted (AES-256-GCM) and used to check your bills until you remove it.
• Relay email. When KAIRO creates a forwarding email address for a utility account, mail sent to that address, including the sender, subject, and full message body, is stored and forwarded to your inbox. See "Relay email forwarding" below for what is stored, what we read, and how long we keep it.
• Google sign-in (optional). If you sign in with Google, we receive your name, email address, and profile picture from Google to create or match your KAIRO account. We do not persist the Google access token after sign-in, and we do not read your Gmail, Calendar, or Drive.

What KAIRO does not do

• We do not store the password you type in to connect NES, Metro Water, or Piedmont, unless you opt in for Piedmont. For NES and Metro Water, KAIRO registers and stores its own separate login to your utility account so we can check your bill status; this is not your password.
• We do not move money, make payments, or charge your utility account.
• We do not sell your personal information to third parties.
• We do not use your information for advertising or marketing profiling.

How we protect your data

All data is transmitted over encrypted connections (TLS). The following are encrypted at rest using AES-256-GCM: the last four digits of your SSN, utility login credentials KAIRO stores (as described above), and payment-linking tokens from Plaid. Other account data, including relay email content, is stored in our database and protected by standard access controls rather than field-level encryption. We limit access to your data to personnel who need it to operate the service.

Relay email forwarding

KAIRO creates a private forwarding email address for each utility account you connect. Mail sent to that address is stored (the sender, recipient, subject, and the full text and HTML body of the message, each up to 1MB) and forwarded to your personal inbox. Attachments and photos sent to a relay address are not stored and cannot be recovered from our systems.

For Piedmont Natural Gas, we automatically read the stored email text to extract your bill amount, due date, and payment status and show them on your dashboard. For NES and Metro Water, relay mail is stored the same way but is not automatically read.

Two admin mailboxes we operate, info@kairo-us.com and sean@kairo-us.com, store incoming mail the same way, for support and operations purposes.

We do not currently delete relay email content on a fixed schedule. You can request deletion of your relay mailbox and its stored messages at any time by contacting us.

Sharing your address with others

You can create a share link for an address. A share link shows whoever holds it a snapshot of that address’s utility bills, including provider name, amount, and due date, captured at the moment the link was created. Anyone with the link can view that snapshot without creating a KAIRO account; it does not include your account numbers or login credentials.

You can also invite another person to join your address as a household member. Members get standing, view-only access to that address’s utilities and bills; they cannot make changes. You can remove a member’s access at any time from your dashboard, and you can revoke a share link to make it stop working.

Data retention

We retain your account and address data for as long as your account is active. If you delete your account, we will delete your personal data within 30 days, except where we are required to retain it by law (for example, for tax or fraud-prevention purposes).

Your rights

You have the right to access the personal data we hold about you, to correct inaccurate data, and to request deletion of your data. To exercise any of these rights, contact us at info@kairo-us.com. We will respond within 30 days.

Cookies and analytics

We use a signed session cookie (a JSON Web Token) to keep you logged in; it does not track you on other sites. We may use privacy-respecting analytics to understand how people use the service in aggregate. We do not use third-party advertising cookies.

Changes to this policy

If we make material changes to this policy, we will notify you by email and update the date at the top of this page. Continued use of KAIRO after a change takes effect constitutes acceptance of the revised policy.

Contact

Questions about this policy? Email us at info@kairo-us.com.