Privacy Policy

1. Who we are and what this policy covers

This Privacy Policy is issued by NEXA Mortgage LLC (NMLS #1660690), a licensed mortgage broker and lender based in Arizona. Stairway Mortgage is a registered trade name (DBA) and division of NEXA Mortgage LLC. Requests made through our websites and app may be handled by any NEXA Mortgage LLC loan officer licensed in your state. In this policy, “we,” “us” and “our” mean NEXA Mortgage LLC, including when it does business as Stairway Mortgage, together with its employees, agents and representatives.

This policy applies to personal information we collect through:

• stairwaymortgage.com and any other website, landing page or domain we operate that links to this policy;
• the Stairway mobile app for iPhone, iPad and Android, and any related web app;
• phone calls, text messages, emails, ringless voicemail, chat and video calls with us;
• online and paper loan applications, quote requests, forms, surveys, drawings and events; and
• information we receive about you from lenders, credit bureaus, service providers and other third parties.

By using any of these, you acknowledge that you have read this policy. If you do not agree with it, please do not use our websites or app or provide us with your information. Where a law gives you a choice, we ask for your consent separately, as described below.

Last updated: October 24, 2026. Previous version effective September 1, 2019.

2. Our role, and other policies that may apply

NEXA Mortgage LLC is both a mortgage broker and a mortgage lender. Depending on your loan, NEXA may fund it as the lender or arrange it with a wholesale lender. Credit decisions, approvals, rate locks, loan terms and closing commitments are made by the lender on your loan and are binding only when confirmed in your loan documents.

Because several companies take part in a mortgage, more than one privacy policy may apply to your information:

• This policy covers what NEXA Mortgage LLC and Stairway Mortgage collect and do, including on our websites and app.
• NEXA’s GLBA Privacy Notice. As a financial institution, we provide a separate notice under the Gramm-Leach-Bliley Act describing how we share nonpublic personal financial information. If this policy and that notice conflict on that subject, the GLBA notice governs. In short: NEXA has no affiliates, shares your information only for everyday business purposes such as processing your loan and reporting to credit bureaus, does not jointly market, and does not share it with other companies so they can market to you. You can request a copy at privacy@stairwaymortgage.com.
• Our loan origination platform. We take and process applications through ARIVE, a platform operated by Wizni, Inc. When you enter information in ARIVE, Wizni’s own privacy policy also applies to how Wizni handles it.
• Your lender and other parties to your loan (appraiser, title company, closing attorney, insurer) have their own privacy policies and notices. We encourage you to read them.
• Plaid and other services you choose to connect in our app have their own privacy policies (see section 7).
• State notices. Residents of some states have additional rights. See our California Privacy Notice and Oregon Privacy Notice, and section 11.

We comply with the Gramm-Leach-Bliley Act and its regulations, the Fair Credit Reporting Act, the Telephone Consumer Protection Act, the CAN-SPAM Act, and applicable state privacy, licensing and consumer protection laws.

3. Information we collect

We collect information you give us, information you allow others to give us, and information collected automatically when you use our websites and app. It may be about you or about others in your loan, such as a co-borrower, spouse, or anyone who will be on title. By giving us someone else’s information, you confirm you have their permission to do so.

Information you give us

Information from third parties

• Credit bureaus: your credit report and score, with your authorization.
• Verification services: employment, income, identity, fraud-check and OFAC screening results.
• Bank connections: account balances, holdings, liabilities and transactions from accounts you link through Plaid (section 7).
• Property data providers: estimated values, tax records, sale history and property details for addresses you give us.
• Lenders, title companies, appraisers, insurers and closing agents: loan status, conditions, appraisal, title and closing information.
• Referral partners: real estate agents, builders, financial planners, CPAs, attorneys and other professionals who introduce you to us, with your permission.
• Lead and marketing sources: when you request a quote or information through another website, an advertisement or a social network.
• Public records and social networks: publicly available records, and profile information you allow when you sign in with or contact us through a social network.

Information collected automatically

• Device and usage: IP address, browser and device type, operating system, device identifiers, app version, pages and screens viewed, links clicked, referring and exit pages, and dates and times of use.
• Location: general location from your IP address. In the app, approximate location only if you allow it in your device settings.
• App technical data: push notification token, time zone, crash and performance logs.
• Cookies and similar tools: see section 8.

If you choose not to give information we request, we may not be able to process your application or offer some features. Most of the app is optional and works with only the information you choose to share.

4. How we use information

We use information for the purposes you gave it and for the following:

• Your loan: to provide quotes and pre-approvals, take and process applications, pull credit with your permission, verify identity, income, employment, assets and property, submit your file to lenders for underwriting, and coordinate closing.
• Our app and tools: to show your home values, equity, net worth, debts, cash flow, goals and reports; send reminders and daily notes; and connect you with your loan officer and the professionals you choose.
• Communications: to answer questions, give status updates, provide customer support, and send market updates, rate alerts, educational content, holiday messages and offers (section 6).
• Introductions and referrals: when you ask, to introduce you to real estate agents, CPAs, attorneys, insurance agents, financial planners, builders and other professionals.
• Security and fraud prevention: to protect your account, detect and prevent fraud, identity theft and misuse, and confirm that the people using our app are real people.
• Improving our services: to understand how our websites and app are used, fix problems, and develop new features.
• Marketing and measurement: to tailor content and offers and measure whether our advertising works.
• Compliance and legal: to meet licensing, recordkeeping, audit, fair lending, anti-money-laundering and reporting duties; respond to regulators, subpoenas and court orders; resolve disputes; and enforce our terms.
• Business operations: internal records, billing, quality control, training, and in connection with a merger, acquisition or sale of business assets.

We may combine information from different sources. We may also create de-identified or aggregated information that no longer identifies you and use it for any lawful purpose, such as market research. We will not try to re-identify it.

Artificial intelligence. We and our service providers may use artificial intelligence and automated tools to answer questions, power chat and calling assistants, summarize calls and messages, read and organize documents you upload, draft communications, and detect fraud. These tools may process any information described in this policy. AI does not make credit decisions; those are made by the lender’s underwriters. Information processed by AI providers is handled under contracts that limit its use to providing services to us.

5. How we share information

We do not sell your personal information, and we do not act as a data broker. Some state laws define “sale” or “sharing” broadly, for example to include certain advertising cookies; see section 8 and our state notices for your choices.

We share information only as needed for the purposes in section 4, with:

• Lenders and investors you apply with or that we submit your file to, investors that buy loans NEXA funds, and loan servicers.
• Settlement service providers: credit bureaus, appraisers, title and escrow companies, closing attorneys, insurance agencies, flood and tax services, and verification services.
• Our loan platform: Wizni, Inc. (ARIVE), which hosts application and loan file data.
• NEXA Mortgage LLC’s corporate office, which supervises, audits and supports our branch. NEXA has no affiliates. This includes other NEXA loan officers licensed in your state, to whom we may refer your request or loan.
• Professionals you ask us to introduce you to, such as real estate agents, CPAs and attorneys, and the people you choose to connect with in our app.
• Service providers that run our technology, communications and marketing under contracts that limit their use of your information.
• Government and legal: regulators, auditors, law enforcement or courts when required by law, or to protect rights, safety and property.
• Business transfers: a buyer or successor in a merger, acquisition or sale of assets, subject to this policy.
• Anyone else, with your consent.

Our main technology providers

Text messaging data. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Sharing with subcontractors that support our services, such as customer service, is permitted. All of the sharing categories above exclude text messaging originator opt-in data and consent; that information will not be shared with, sold or rented to any third party, except the aggregators and providers that deliver our text messages.

6. Calls, texts and email (TCPA and SMS policy)

Consent to communications. By providing your contact information (phone numbers, email addresses, and similar), you consent to receive communications from NEXA Mortgage LLC dba Stairway Mortgage, any NEXA Mortgage LLC loan officer who handles your request or to whom we refer you, and our employees, agents and representatives. These may include:

• phone calls, including live representatives, automated dialing systems and AI-integrated systems;
• SMS/text messages, including automated messages and AI-integrated systems;
• emails and other electronic messages, including in-app messages and push notifications; and
• ringless voicemail, including automated messages and AI-integrated systems.

We may contact you using the information you provide or information reasonably associated with your account. Consent to marketing calls and texts is not a condition of getting a loan or using our app.

SMS/text messages. By providing a mobile number, you consent to receive texts about loan application updates, phone verification codes, account alerts, mortgage market updates and promotions, follow-ups on mortgage reviews, holiday messages and service referrals. Calls and texts may be sent through platforms such as RingCentral, GoHighLevel, Telnyx, Twilio, SMS 360, SMS Magic, Jungo, Salesforce, HubSpot, Zoom and other similar calling, texting and customer relationship management platforms used by our loan officers. Message frequency varies. Message and data rates may apply.

Opting out of texts. Reply STOP to any message, or call (954) 993-1625. Reply HELP for help. Opting out of texts does not affect other communications you have agreed to. If you opt out, you may still receive a one-time confirmation and texts required to service your loan or verify your identity, where permitted by law.

Automated, prerecorded and AI calls. By consenting, you agree we may contact you using an automatic telephone dialing system, prerecorded or artificial voice messages, and AI-generated call technology. Automated messages may play when you answer. Your wireless carrier may charge you. Opt out of automated calls at any time by calling (954) 993-1625.

Email. You can unsubscribe from marketing emails using the link in any email. We will still send transactional and loan-related emails.

Call monitoring and recording. For quality assurance, training and compliance, calls and video meetings may be monitored or recorded as permitted by law. By communicating with us, you consent to this. Where state law requires everyone’s consent, we will tell you at the start of the call.

Your certifications. By providing your contact information, you certify that you are at least 18 years old, reside in the United States, and are the account holder or authorized user of the phone number and email provided. If you are on a Do Not Call list, your consent allows us to contact you anyway, and it also applies to electronic communications you have already received from us.

7. The Stairway mobile app

The app collects only what you enter or choose to connect, and most features are optional.

Connecting accounts through Plaid. When you link an account, you sign in through Plaid, Inc. Your bank username and password go to Plaid and are never seen or stored by us. Plaid gives us the account data you authorize. By linking, you agree to Plaid’s End User Privacy Policy. You can disconnect an account at any time in the app, and we stop receiving new data from it.

Home values are estimates. Values, equity and cash flow figures come from third-party data and your own entries. They are not appraisals and are not a commitment to lend.

Face ID, Touch ID and device passcodes are handled by your phone. We never receive your fingerprint or face data.

Two-factor login. You can require a 6-digit code on top of your password (Tools › You › Two-factor login), and turn on Face ID to open the app. Our staff must use two-factor login to reach member records.

Permissions. The app asks before using your camera, photos, microphone, location, contacts or notifications, and only for the feature you are using. You can change these at any time in your device settings.

People you connect with. Your loan officer and our team can see information you share in the app. Agents, advisors and other members see only what you send them or what your Discoverability & Privacy settings allow.

Deleting your account. You can delete your account in the app under Account › Delete account, or by emailing privacy@stairwaymortgage.com. This removes your profile, homes, connected accounts, messages and files; bank connections are closed at Plaid first. We keep records of any mortgage application, as lending law requires (section 10), and a note in our customer records that your app account was deleted.

8. Cookies, analytics and advertising

We and our service providers use cookies, pixels, web beacons, software development kits and similar tools on our websites, app and emails. They help us keep you signed in, remember your preferences, measure traffic and email opens, understand which pages and features are used, and show and measure advertising.

• Analytics. We may use services such as Google Analytics, Google Tag Manager, Microsoft Clarity, Hotjar, Ahrefs and similar tools to understand how our websites and app are used, including session recordings and heat maps. Advertising tags may include the Meta Pixel, Google Ads, Microsoft Advertising, LinkedIn Insight Tag and TikTok Pixel. You can opt out of Google Analytics with Google’s opt-out browser add-on.
• Advertising. Ad networks and social media platforms may place their own cookies or pixels to show you our ads on other sites and measure results. We may upload a hashed (scrambled) form of your email or phone number to our own business accounts on advertising platforms such as Meta (Facebook and Instagram) and Google. They use it only to match you to their users, so we can show you our own offers or exclude you from ads, and their terms limit them to that use. We may also use visitor-identification services, such as Optiryte, that match your IP address and device information to contact or business details so we can follow up with people who visit our website without filling out a form. Forms embedded from GoHighLevel may run their own tracking tags. We do not control these companies’ cookies; their own policies apply.
• Your choices. You can block or delete cookies in your browser, though some site features may then not work. You can limit ad tracking on your phone in its privacy settings (on iPhone, “Allow Apps to Request to Track”; on Android, “Delete advertising ID”). The app will ask before any cross-app tracking that Apple requires permission for. To opt out of advertising sharing, use our Do Not Sell or Share My Personal Information page.
• Do Not Track. Our websites do not currently respond to browser Do Not Track signals. Where state law requires it, we honor the Global Privacy Control signal as an opt-out of sale or sharing for that browser.

9. Security

We use administrative, technical and physical safeguards designed to protect your information, as required by the GLBA Safeguards Rule. These include encryption in transit and at rest, access limited to people who need it, multi-factor authentication for staff systems, database access rules that keep each person’s data separate, vendor contracts, and regular security reviews.

No system is completely secure, and we cannot guarantee that information will never be accessed without permission. You can help by using a strong, unique password, keeping your phone locked, signing out of shared devices, and never sharing verification codes. We will never ask for your password or a verification code by phone, text or email. If we learn of a breach affecting your information, we will notify you and regulators as the law requires.

Our websites and app data are hosted in the United States. Some service providers may support us from other countries under contracts that protect your information.

10. How long we keep information

We keep information as long as needed for the purposes in this policy, then delete or de-identify it. How long depends on the type of information, our relationship with you, and what the law requires.

• Loan application records are generally kept for at least 3 years and often 5 to 7 years or longer, to meet federal and state recordkeeping, audit and fair lending rules, even if you close your account.
• App data is kept while your account is open and deleted or de-identified after you delete it, except as required by law.
• Text and call consent records are kept as long as needed to prove consent and honor opt-outs.
• Information needed for disputes, legal claims or investigations is kept until they are resolved.

11. Your rights and choices

Depending on where you live, you may have the right to:

• Know and access the personal information we hold about you and get a copy;
• Correct inaccurate information;
• Delete certain information, subject to what the law requires us to keep;
• Opt out of marketing calls, texts and emails (section 6), and of any “sale,” “sharing” or targeted advertising as state law defines those terms;
• Limit use of sensitive information where state law gives that right; and
• Not be discriminated against for using these rights.

You can view and update much of your information yourself in the app. To make any other request, email privacy@stairwaymortgage.com or call (954) 993-1625. We will verify your identity before acting, and you may use an authorized agent where the law allows. We respond within the time the law requires, usually 45 days. If we deny a request, we will explain why, and you may appeal by replying to our decision.

State residents. California, Colorado, Connecticut, Oregon, Texas, Utah, Virginia and other states give residents some of these rights. Information covered by the GLBA or the Fair Credit Reporting Act is often exempt from those state laws, but we honor reasonable requests where we can. California residents: see our California Privacy Notice. Oregon residents: see our Oregon Privacy Notice. Under California’s “Shine the Light” law, we do not share personal information with third parties for their own direct marketing without your consent.

12. Other important terms

Children. Our websites, app and services are for adults 18 and older. We do not knowingly collect information from children under 13, or market to anyone under 18. If we learn we have, we will delete it. A minor may appear in a loan file only as information an adult borrower provides, such as a dependent.

External links and partners. Our websites and app link to other sites and services, including lenders, partners, calculators and social networks. We are not responsible for their content or privacy practices. Please read their policies.

Users outside the United States. Our services are intended for people in the United States. If you use them from elsewhere, your information will be transferred to and processed in the United States.

Changes to this policy. We may update this policy as our practices or the law change. We will post the new version here with a new “Last updated” date. For material changes, we will also notify you in the app or by email before they take effect. Continuing to use our services after an update means you accept it.

13. Contact us

Stairway Mortgage, a division of NEXA Mortgage LLC
(954) 993-1625 · privacy@stairwaymortgage.com

Corporate office
NEXA Mortgage LLC, Attn: Privacy Department
5559 S Sossaman Rd, Bldg 1, Ste 101, Mesa, AZ 85212
(602) 344-9333 · info@nexamortgage.com
NMLS #1660690 · AZMB-0944059 · State licensing · Equal Housing Opportunity