Privacy Policy | Moat Note Servicing

1. Who we are

We are Moat Note Servicing, LLC, a Texas-licensed mortgage servicer (NMLS 1419346) headquartered at 1602 N PanAm Expy, San Antonio, TX 78208. You can reach us at (210) 504-8878 or customersupport@moatnoteservicing.com. References below to we, us, or Moat mean Moat Note Servicing, LLC. References to you mean a visitor, lender, or borrower whose information we collect or process.

2. Information we collect

We collect the following categories of information:

2.1 Information you provide

Contact information: name, email, phone, mailing address.
Inquiry details: information you submit through the consultation form, contact form, expansion-interest form, or onboarding portal (number of notes, hardship circumstances, preferred dates and times, written messages).
Lender file documentation: copies of notes, deeds of trust, payment histories, title work, and related loan documents that you upload or send to us for boarding and servicing.
Borrower account information: information your lender provides to set up your loan with us, plus any information you provide through the borrower payment portal (name, mailing address, ACH authorization, payment history, hardship documentation if you request loss mitigation).
Authentication credentials: usernames, passwords, and related credentials for the lender portal and borrower portal.

2.2 Information we collect automatically

Usage data: pages visited, links clicked, referring URL, time on page.
Device and connection data: IP address, browser type and version, operating system, device identifiers, language settings.
Cookies and similar technologies: cookies, web beacons, and local storage used to operate the site, remember preferences, and measure traffic. See section 8 (Cookies) for details.

2.3 Information from third parties

Service providers: hosting (Vercel), application infrastructure (Railway), database (Neon), email delivery (Resend), payment portal (our secure servicing platform), analytics, and similar vendors may transmit information to us in the course of providing services to us.
Lenders providing borrower information: when a lender boards a loan, the lender provides the borrower’s information to us so we can administer the loan.

3. How we use information

We use the information described above to:

Provide and administer note-servicing services, including payment processing, escrow administration, statements, IRS reporting, and default and foreclosure work.
Respond to your inquiries (consultations, expansion-interest requests, contact-form messages, support tickets).
Set up and operate accounts on the lender portal and borrower portal.
Send transactional communications (loan statements, late notices, payoff statements, year-end tax forms, account alerts).
Send relevant operational and educational communications to lenders. You can opt out of marketing emails at any time by following the unsubscribe instructions in those emails.
Maintain the security and integrity of our website, applications, and data, including detecting and preventing fraud and unauthorized access.
Comply with applicable law, court orders, regulator inquiries, and our recordkeeping obligations as a Texas-licensed mortgage servicer.
Defend, exercise, or establish our legal rights.
Carry out a sale, merger, financing, or other corporate transaction involving Moat.

4. Financial-services privacy (GLBA)

Because we are a financial institution under the Gramm-Leach-Bliley Act (GLBA), we provide an additional notice describing how we handle nonpublic personal information about consumers. Borrowers receive that GLBA notice at boarding and annually thereafter. Lenders may request a copy of the notice at any time by writing to customersupport@moatnoteservicing.com.

We do not sell nonpublic personal information about consumers. We share nonpublic personal information only as permitted by the GLBA privacy rule (Regulation P, 12 CFR Part 1016): to perform servicing on the lender’s behalf, to respond to legal process, to protect against fraud, and similar permitted purposes.

We share information only as described below:

With your lender (if you are a borrower): we provide the lender with loan-level reporting, payment status, and any loss-mitigation packages you submit.
With service providers: hosting, application infrastructure, database, email, analytics, payment processing, and similar vendors that need information to provide services to us. Service providers are contractually required to handle the information only on our instructions and to keep it confidential.
With trustees, attorneys, and other agents: in connection with default, foreclosure, bankruptcy, or litigation involving a loan we service.
For legal compliance: when required by law, subpoena, court order, or regulatory authority (including the Texas Department of Savings and Mortgage Lending and the Consumer Financial Protection Bureau).
In a corporate transaction: in connection with a merger, sale, financing, reorganization, or asset transfer, in which case the recipient will be bound to handle information consistent with this Policy.
With your consent: any other sharing that we describe to you and obtain your consent for at the time.

We do not sell personal information, and we do not share personal information for cross-context behavioral advertising as those terms are defined under the California Consumer Privacy Act (CCPA), as amended by the California Privacy Rights Act (CPRA).

6. Third-party integrations

You may choose to connect the Moat platform to third-party applications and services (for example, QuickBooks, HubSpot, Notion, or Podio). Information that flows to or from a third-party service after you enable an integration is governed by that provider’s privacy policy. Moat does not control, and is not responsible for, the third-party service’s data practices. See our Terms of Service, Third-Party Integrations clause for the full allocation of responsibility.

7. How we protect information

We maintain administrative, technical, and physical safeguards designed to protect personal information against unauthorized access, disclosure, alteration, or destruction. These include access controls, encryption in transit, encryption at rest for sensitive fields, logging and monitoring, employee training, and vendor-management practices. No system is perfectly secure; if you believe your interaction with Moat is no longer secure, contact us immediately at customersupport@moatnoteservicing.com.

8. Cookies and analytics

We use cookies and similar technologies to operate the website, remember preferences, measure traffic, and improve content. You can control cookies through your browser settings. Disabling cookies may degrade site features. We may use analytics tools (for example, server-side traffic analytics) that aggregate visit data; these tools do not receive identifying information about you unless you submit it to us through a form.

9. How long we keep information

We retain information for as long as needed to provide our services and to comply with our recordkeeping obligations as a Texas-licensed mortgage servicer. Texas SML rules and federal mortgage rules require specific retention periods for loan files (commonly seven years after loan paid in full or transferred). Inquiry submissions that do not result in a service relationship are retained for a shorter period (no more than three years from last contact) and then deleted or de-identified.

10. Your rights

You can ask us to confirm whether we hold personal information about you, request a copy, ask us to correct inaccurate information, and ask us to delete information that we are not legally required to keep. Submit requests to customersupport@moatnoteservicing.com with the subject line Privacy Request. We will respond within 45 days. Identity verification will be required before we act on any request.

10.1 California residents (CCPA / CPRA)

If you reside in California, you have additional rights under the CCPA as amended by the CPRA, including the right to know what personal information we have collected about you, the right to delete personal information, the right to correct inaccurate personal information, the right to opt out of the sale or sharing of personal information (we do not sell or share for cross-context behavioral advertising), and the right not to be discriminated against for exercising your privacy rights. To exercise these rights, contact us at customersupport@moatnoteservicing.com with the subject line California Privacy Request. An authorized agent may submit a request on your behalf with written authorization.

10.2 Texas residents

Texas residents may request the categories of personal information we have collected, the purposes for collection, and the categories of third parties with whom we share information. The mechanism is the same as section 10 above.

11. Electronic communications and E-SIGN consent

By creating an account, submitting a form, or otherwise interacting with Moat electronically, you consent to receive communications and records from us electronically (including this Privacy Policy, the Terms of Service, account statements, periodic notices, tax forms, and servicing-transfer notices) under the federal E-SIGN Act (15 USC §7001 et seq.). You may withdraw electronic consent at any time by writing to us at customersupport@moatnoteservicing.com; withdrawal applies to future communications. Hardware and software requirements: a current web browser, an active email account, and the ability to download and save PDF files. If your hardware or software requirements change in a way that creates a material risk that you cannot access future records, we will notify you and you will have the option to withdraw consent without charge.

12. Children’s privacy

Our services are not directed to children under 13, and we do not knowingly collect personal information from children under 13. If you believe a child under 13 has provided personal information to us, contact us at customersupport@moatnoteservicing.com and we will delete it.

13. Visitors outside the United States

Moat operates only in the United States and services loans secured by Texas real estate. If you access this site from outside the United States, your information will be transferred to and processed in the United States. United States data-protection law may differ from the law of your country of residence.

14. Changes to this Policy

We may update this Privacy Policy from time to time. When we make material changes, we will update the effective date at the top of this page and, where reasonable, notify lenders and borrowers by email or through the portals. Continued use of our services after the effective date constitutes acceptance of the updated Policy.

15. How to contact us

For privacy questions or to submit a request under section 10:

Moat Note Servicing, LLC
1602 N PanAm Expy, San Antonio, TX 78208
Phone: (210) 504-8878
Email: customersupport@moatnoteservicing.com