Privacy Policy

Last updated: October 2026.

1. Introduction

This Privacy Policy (the "Policy") describes which personal data we collect through the ezgrada.me website, the app.ezgrada.me web app and the eZgrada mobile app for Android and iOS (together: the "service"), how we process, store and protect it, and users' rights under the General Data Protection Regulation (EU GDPR) and applicable personal-data protection law. By using the site or the app, you confirm that you are familiar with this Policy.

2. Data controller

The data controller is: „EZGRADA“ D.O.O. Podgorica Ankarski bulevar bb, Building Elite Residents A38, V/28, 81000 Podgorica, Montenegro Tax ID (PIB): 04433688 Registration number: 5-0139202/001 info@ezgrada.me The eZgrada mobile app is published on Google Play and the App Store by DomaPay DOO. eZgrada and DomaPay are partner companies, and the data controller for the app is also "EZGRADA" D.O.O.

3. What data we collect

3.1. Data visitors provide themselves

We collect data that users voluntarily provide through:

contact forms (first name, last name, email, phone number, message content)
registration or creation of a user profile
newsletter sign-up (email address)

3.2. Data in the eZgrada app

When you use the app (web or mobile), we process data entered by you or by the manager of your entrance:

first name, last name, email address and phone number
data about the apartment and entrance, including the building address
charges, invoices and payments
the content of fault reports, including photos and attachments
profile photo

3.3. Automatically collected data (cookies and analytics)

When you use the site and the app, technical data is collected automatically and may include:

IP address
device and browser information
session and on-site activity data
cookies and similar technologies

Cookies are used for site functionality, statistics and marketing (see Sections 11 to 14). Users can manage cookie settings in their browser or through our cookie banner.

3.4. Third-party data

The third-party services we use (e.g. Google Analytics, Meta Pixel, Microsoft Clarity, Crisp, an email service, a hosting provider) may process certain data on our behalf, strictly under a data processing agreement (DPA).

4. Purposes of processing personal data

We process data for the following purposes:

providing the app service: showing charges and payments, notifications and fault reports
customer support through the in-app chat
responding to user inquiries
enabling site functionality
improving user experience and website performance
sending notifications or newsletters (with user consent)
fulfilling legal obligations
protecting legitimate interests (without infringing users' rights)

5. Legal basis for processing (GDPR, Article 6)

We process data on the basis of:

User consent (e.g. newsletter, statistics and marketing cookies)
The controller's legitimate interest (e.g. site security)
Performance of a contract or pre-contractual steps (e.g. user account registration)
Legal obligations (e.g. accounting records, system protection)

6. Who has access to the data

Access to personal data may be granted to:

authorized employees or associates
the manager of your entrance, for the apartments and owners of that entrance
service providers (e.g. hosting, IT maintenance, email services, analytics platforms)
government authorities where required by law

With every third party that processes data on our behalf, we conclude data processing agreements (DPAs) in line with the GDPR.

7. Data retention period

We keep data only as long as necessary to fulfil the purpose of processing, namely:

contact messages: 12 months
newsletter email: until consent is withdrawn
statistics and marketing cookies: per the duration stated in Section 13
data from a contractual relationship: in line with legal obligations
account and app data: for as long as the account exists, and after a deletion request as described on the "Account and data deletion" page
invoices, charges and payments: for the period required by law, also after the account is deleted

Once the period expires, the data is deleted or anonymized.

8. User rights

Under the GDPR, the user has the right to:

request access to their data
request correction of inaccurate data
request erasure of data ("the right to be forgotten")
restrict processing
transfer their data (the right to portability)
object to processing
withdraw consent at any time
lodge a complaint with the competent data protection authority

To exercise these rights, the user can contact us via the email listed in this Policy.

9. Data protection

We apply appropriate technical and organizational protection measures, including:

encryption (HTTPS)
access control and authentication
backups
limiting access to authorized persons only
regular maintenance and system upgrades

10. Data transfers outside the EU

If data is transferred to countries outside the EU/EEA, we ensure the transfer complies with the GDPR through:

European Commission adequacy decisions
standard contractual clauses (SCCs)
other appropriate safeguards

11. Cookies

The site uses cookies for the purposes of:

essential functionality
statistics
marketing (Meta Pixel)

Statistics and marketing cookies are set only after the visitor accepts them through the cookie banner. The choice can be changed or withdrawn at any time via the "Cookie settings" link in the website footer.

12. Microsoft Clarity and behavioral analytics

We partner with Microsoft Clarity and Microsoft Advertising to understand how you use and interact with our site and app through behavioral metrics, heatmaps and session recordings, with the goal of improving and promoting our services. Usage data is collected through first- and third-party cookies and other tracking technologies to determine the popularity of services and online activity. We also use this information for optimization, security, abuse prevention and marketing.

We also use Microsoft Clarity in the eZgrada app (web and mobile), not only on the site. Session recordings in the app may include screens showing amounts of charges, invoices and payments and data about your apartment.

For more information about how Microsoft collects and uses your data, visit Microsoft Privacy Statement.

13. Meta Pixel and Google Analytics

Our website uses the Meta Pixel (Meta Platforms Ireland Ltd.) and Google Analytics 4 (Google Ireland Ltd.).

The Meta Pixel records page visits and form submissions on the website (demo requests, call scheduling, quote requests and template requests). We use this information, together with technical data about your device and browser and cookie identifiers, to measure how many enquiries come from our ads on Facebook and Instagram, to improve the delivery of those ads and to show ads to people who have already visited the website. Meta also processes this data under its own privacy policy (facebook.com/privacy/policy).

We use Google Analytics 4 for statistics on website visits and usage. Google processes this data under its own privacy policy (policies.google.com/privacy).

These tools use cookies: the Meta Pixel cookie _fbp lasts up to 90 days and the Google Analytics _ga cookies up to 2 years. Processing is based on your consent to statistics and marketing cookies, which you can withdraw at any time through the cookie banner or by deleting cookies in your browser. You can also manage how ads are shown to you on Meta platforms at facebook.com/adpreferences.

Transfers of data outside the EU/EEA are carried out in accordance with Section 10 of this Policy.

14. Crisp (in-app support chat)

We use Crisp (Crisp IM SAS, France) for customer support in the app.

Each time you sign in to the app, we send Crisp your name, email address, phone number and user identifier, so the support team knows who they are talking to. Crisp also stores the content of your conversations with support.

Crisp processes this data on our behalf, in line with its privacy policy (crisp.chat/en/privacy).

15. Account and data deletion

How to request deletion of your app account, what is deleted and what is kept is described on the Account and data deletion page.