Privacy Policy

PacketComplete helps loan brokers collect documents from their borrowers. Because the documents involved are sensitive — tax returns, financial statements, identification — we keep this policy short, specific, and honest about what we do and don't do with your data.

Who this covers

Two kinds of people use PacketComplete: brokers, who create accounts and send document requests, and borrowers, who receive a private link from their broker and upload documents. This policy covers both.

What we collect

• Broker account data: your name, firm name, email address, and a hashed password. We never store passwords in plain text.
• Borrower contact data: the name and email address your broker enters so we can send the checklist link and reminders.
• Submitted content: the files borrowers upload and the answers they type, including any document dates they provide.
• Operational records: timestamps of submissions, approvals, and emails sent, so both sides can see the state of a file.

We do not collect data for advertising, run third-party analytics trackers, or place cookies beyond the single session cookie that keeps a broker signed in.

How submitted documents are protected

• All traffic to and from PacketComplete is encrypted in transit (TLS).
• Uploaded files are encrypted at rest with AES-256-GCM before they touch storage.
• A file is only accessible to the broker who requested it (signed in) and the borrower holding that request's private link. Access is enforced on every download.

How we use information

Solely to operate the service: delivering checklist links, sending reminder and status emails, showing brokers the state of their files, and assembling document packets for download. We do not sell or rent personal information to anyone, and we do not use borrower documents for any purpose other than delivering them to the requesting broker.

Who we share data with

Only the infrastructure providers required to run the service: our hosting provider (application and database hosting), our email delivery provider (for checklist links, reminders, and notifications), and our content delivery network. Each processes data on our instructions. We disclose information beyond that only if required by law.

Your broker controls the request

PacketComplete acts on the instructions of the broker who created the request. If you are a borrower and want your documents corrected or deleted, the fastest path is asking your broker — they can delete individual files or the whole request, which permanently removes the underlying data. You can also contact us directly at support@packetcomplete.com and we will honor deletion requests.

Retention

Documents are kept while the broker's request exists. When a broker deletes a request (or their account), the associated borrower data and files are permanently deleted. We may retain minimal operational logs for security purposes.

Children

PacketComplete is a business tool and is not directed at children under 16; we do not knowingly collect their information.

Changes

If we make material changes to this policy, we will update the date above and notify brokers by email before the changes take effect.