Privacy Policy

Direct Rate Home Loans, Inc. | NMLS 2419164

6985 S. Union Park Center, Suite 150, Cottonwood Heights, UT 84047

Effective date: October 30, 2026

1. About this policy

Direct Rate Home Loans, Inc. (“Direct Rate,” “we,” “us”) is a licensed mortgage lender. This policy explains how we handle information collected through our website, inquiry forms, text messages, phone calls, and mortgage services. When you apply for a loan, we also give you a Financial Privacy Notice that explains how we share nonpublic personal financial information and what choices you have. Where that notice or your loan application disclosures apply, they control.

2. We do not buy, sell, or share leads

Our inquiries come from our own website, from people who contact us directly, and from ordinary referrals by realtors and business partners. We do not buy, sell, rent, or trade leads or consumer information. We do not share your personal information or your text-message consent with any other business for that business’s marketing or lead generation. Our loan officers are Direct Rate employees. Assigning your inquiry to one of them does not pass it to another company.

3. Information we collect

  • Information you give us: your name, phone number, email address, mailing address, the message or question you send, and your communication preferences.

  • Mortgage application information: identity and Social Security number, employment and income, assets and liabilities, credit information, the property, the loan you request, and supporting documents.

  • Information from others: credit reporting agencies, appraisers, title and settlement companies, insurance and verification services, investors, and similar mortgage-service participants, when needed to process your request.

  • Website information: IP address, browser and device type, pages visited, how you use the site, and information from cookies, analytics, session recording, and advertising tools (see Section 9).

  • Call and text records: records of our calls and text messages with you, including call recordings (see Section 8).

Please do not send Social Security numbers, account numbers, or other sensitive details by ordinary text message or through the website inquiry form. We will direct you to a secure method.

4. How we use information

We use information to respond to your inquiries; assign your inquiry to a Direct Rate loan officer; process, verify, underwrite, fund, close, sell, and service mortgage loans; communicate with you about your request; meet legal, regulatory, and recordkeeping requirements; prevent fraud and protect security; and operate and improve our website.

5. Who receives information

We disclose information only as needed for the purposes in this policy:

  • Mortgage-transaction recipients: investors and loan purchasers, credit reporting agencies, appraisers, title and settlement companies, and insurance and verification services.

  • Service providers that help us operate: our loan origination system, customer-relationship and messaging platforms, the AI providers that power our AI assistant and receptionist, call storage, website hosting, and similar vendors. They may use the information only to provide services to us.

  • Website analytics and advertising providers, such as Google and Meta, which receive information collected by cookies and pixels on our website (see Section 9). We do not give them your mobile number or text-message consent for their marketing.

  • Regulators, courts, and others, when the law requires or permits it.

We do not disclose your text-message opt-in or consent to anyone for their marketing. Texting providers handle your phone number and consent record only to deliver our own messages.

LendingPad. Our online mortgage application runs on LendingPad, our loan origination platform. LendingPad’s own website privacy policy and its agreement with us do not govern how Direct Rate uses your information. This policy and our Financial Privacy Notice do.

6. Text messages

If you request information or apply with us and choose to opt in, Direct Rate and your Direct Rate loan officer may text you about your inquiry, appointments, and loan application, including replies to your questions, document requests, and status updates. Texts come from your loan officer’s Direct Rate number or from our company line, 877-318-9515. We do not text rates, loan offers, promotions, or third-party marketing.

  • Consent is optional. It is not a condition of applying for or getting a loan.

  • Message frequency varies. Message and data rates may apply.

  • To opt out, reply STOP at any time. We will stop sending texts from that number. You can also tell us you want to stop in any other reasonable way, and we will honor it. Reply HELP for help.

  • We keep a record of your consent, including the date and time, the page you used, and your phone number. We use it only to show that you opted in and to honor your choices.

7. Artificial intelligence

Direct Rate uses AI in two ways. Each one tells you it is AI, and you can decline it.

Araya check-ins. After your loan application is taken, your loan officer may text you asking whether you would like their AI assistant, Araya, to check in with you from time to time. Only if you reply Yes, Araya sends AI-written text messages from your loan officer’s Direct Rate number with updates, reminders, and answers to general questions about your loan, starting once you are pre-approved. Reply No at any time to stop the check-ins, or reply STOP to stop all texts from that number. Agreeing to receive texts does not turn on Araya. Only a Yes reply does.

AI receptionist. When you call our company line about a new loan, an AI receptionist may answer. It tells you that it is an AI and that the call is recorded, and asks whether that is okay. If you say no, we transfer you to a team member and do not record the call. The receptionist asks which state the property is in, may collect basic information about your loan request and help schedule an appointment, and connects you to a licensed loan officer.

Our company text line, 877-318-9515, does not use AI to reply.

How AI uses your information. AI features use the information needed to do their job, such as the conversation, your contact details, and where your loan is in the process. They run on our customer-relationship platform and its AI providers, which act as our service providers. AI does not make credit decisions. Licensed Direct Rate loan officers remain responsible for your mortgage. We will update this policy before we add any new AI feature that talks with customers.

8. Call recording

Calls with Direct Rate may be recorded for service quality, training, compliance, and recordkeeping. We tell callers at the start of a call that it may be recorded. On our AI receptionist line, we ask whether that is okay, and if you say no, we transfer you to a team member and do not record the call. Recordings are stored in our customer-relationship system for six months, then moved to secure cloud storage and kept as long as needed for legal and business purposes.

9. Cookies and website technologies

Our website uses cookies, pixels, and similar technologies for these purposes:

  • Running the site: keeping pages and forms working, remembering settings, and supporting accessibility features.

  • Analytics: Google Analytics, to understand how visitors use the site.

  • Session recording and heatmaps: tools that record clicks, scrolling, and page movement so we can improve the site. We set them not to capture what you type into forms.

  • Advertising: pixels from Google and Meta, to measure our ads and show our own ads to you on other websites and apps.

Your choices: you can block or delete cookies in your browser settings, install the Google Analytics opt-out browser add-on, and change your ad settings with Google (Ad Settings) and Meta (Ad Preferences). Some parts of the site may not work if you block cookies. Information collected this way never includes your text-message consent.

10. Security and retention

We use administrative, technical, and physical safeguards, including limiting access to people who need it. No method of storing or sending information is perfectly secure.

We keep records of loan applications, including applications that are denied or withdrawn, for at least 25 months, and longer when other laws or investor requirements call for it. We keep text-consent and opt-out records as long as needed to show that we honored your choices. We keep other inquiry information as long as needed for the purposes in this policy.

11. Your choices

You can ask us to update or correct your information, ask questions about this policy, or opt out of text messages at any time using the contact details below. You can unsubscribe from marketing emails using the link in the email. Your choices about sharing financial information are described in our Financial Privacy Notice. Depending on where you live, you may have additional rights. Contact us and we will review your request under applicable law.

12. Children

Our website and services are not directed to anyone under 18, and we do not knowingly collect information from them.

13. Changes

We will post changes here with a new effective date. If a change requires your consent, we will ask before it applies. Updating this policy does not sign you up for any new text-message or call program.

14. Contact us

Direct Rate Home Loans, Inc., NMLS 2419164, 6985 S. Union Park Center, Suite 150, Cottonwood Heights, UT 84047. Phone: 801-506-2700. Email: admin@directrate.com. Company text line: 877-318-9515. Website: https://directrate.com

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