Legal Document
Privacy Policy How We Handle Your Information
We take your privacy seriously. This policy explains exactly what data we collect, why we collect it, how we protect it, and your rights under UAE law and international standards.
Last Updated
May 2026
Effective Date
1 January 2025
Jurisdiction
Dubai, UAE
Governing Law
UAE Federal Law
Contact
privacy@dubaicoolingexpert.com
Contents:
Section 01
Who We Are
This Privacy Policy applies to DubaiCoolingExpert.com, operated by Dubai Cooling Expert, a licensed HVAC services company operating in Dubai, United Arab Emirates. We provide air conditioning installation, repair, maintenance, duct cleaning, and annual maintenance contracts (AMC) to residential and commercial clients across all Dubai areas.
When this policy refers to “we”, “us”, or “our”, it means Dubai Cooling Expert and the DubaiCoolingExpert.com website. When it refers to “you” or “your”, it means any person who visits our website, contacts us via WhatsApp or phone, submits a form, or engages our services.
- Our Commitment
We do not sell your personal data. We do not share it with advertisers. We collect only what is needed to deliver our services and communicate with you. This is not a data business — it is an HVAC business.
Section 02
Information We Collect
We collect only the information reasonably necessary to provide our services, respond to your enquiries, and improve your experience. Here is exactly what we collect and how:
Information you provide directly
- Contact details: Name, phone number, email address — collected when you fill in a contact form, send a WhatsApp message, or call us.
- Service address: Your Dubai area, building name, apartment number — collected when booking a service visit. Required to complete the service.
- AC system details: Brand, model, reported fault — provided when you describe your issue. Used solely to prepare for your service visit.
- Payment information: We do not store card details. Cash payments require no data collection. Bank transfer details (your IBAN) are retained only for invoice reconciliation.
- Service feedback: Any ratings or comments you provide after a completed service visit.
Information collected automatically
- Website analytics: Pages visited, time on page, device type, browser, approximate location (city level only) — collected via Google Analytics. No personally identifiable data is included in analytics tracking.
- Cookies: Small text files placed on your device by our website. See Section 6 for full cookie details.
- IP address: Logged by our hosting provider for security purposes. Not used for targeted marketing.
- ℹ️ We Do Not Collect
We do not collect passport or Emirates ID numbers, financial account details beyond what is stated above, sensitive personal information (race, religion, health), or information about minors unless a parent or guardian has explicitly consented.
Section 03
How We Use Your Information
We use the information we collect for specific, legitimate purposes only. The table below sets out each purpose and the legal basis under which we process your data:
| Purpose | Data Used | Legal Basis |
|---|---|---|
| Booking and delivering your service | Name, phone, address, AC details | Contractual necessity |
| Sending your service report and photos | Phone/email, service details | Contractual necessity |
| Responding to your enquiry | Name, contact details, query | Legitimate interest |
| Issuing invoices and processing payment | Name, address, service details | Contractual necessity |
| Sending AMC reminders and service alerts | Phone/email, AMC schedule | Contractual necessity |
| Improving our website and services | Anonymous analytics data | Legitimate interest |
| Sending occasional service offers (opt-in only) | Phone/email | Consent |
| Complying with legal obligations | As required by UAE law | Legal obligation |
We do not use your information for automated decision-making or profiling that produces legal or similarly significant effects on you.
Section 04
WhatsApp & Communications
A significant portion of our customer communication occurs via WhatsApp. When you message us on WhatsApp, please be aware of the following:
- Messages are stored: WhatsApp conversations are retained by our team for service continuity — so we can reference your previous bookings, AC details, and service history.
- WhatsApp Business: We use the WhatsApp Business platform. Meta (WhatsApp’s parent company) processes messages according to their own privacy policy. We recommend reviewing Meta’s policy at whatsapp.com/legal/privacy-policy.
- No marketing without consent: We will not send you promotional WhatsApp messages unless you have explicitly opted in. Service-related messages (booking confirmations, reports, AMC reminders) are always permissible.
- SMS and phone: If you contact us by phone, calls may be recorded for training and quality purposes. You will be informed at the start of any recorded call.
- 📱 Your WhatsApp Number
Your WhatsApp number is used solely to communicate about your service booking. It will not be passed to any third party or used for marketing purposes without your explicit consent. You can ask us to delete your number and conversation history at any time by messaging: “Please delete my data.”
Section 05
Data Sharing
We do not sell, rent, or trade your personal information. We share it only in the limited circumstances below:
- Our technicians: Your name, contact number, address, and service details are shared with the assigned technician so they can arrive at the correct location and prepare for your job.
- Service providers: We use a small number of trusted third-party tools — Google Analytics (website analytics), WhatsApp Business (communications), and email hosting. Each is bound by appropriate data processing agreements.
- Legal requirements: We may disclose your information if required to do so by UAE law, court order, or regulatory authority. We will notify you of any such disclosure where legally permitted to do so.
- Business transfer: If Dubai Cooling Expert is acquired or merged, your data may be transferred to the new entity. You will be notified in advance and given the option to request deletion of your data.
- ✅ We Never Share With
Advertisers, data brokers, marketing agencies, insurance companies, or any third party for commercial purposes. Your data is used to serve you — not to generate revenue from your personal information.
Section 06
Cookies & Tracking
Our website uses cookies — small text files stored on your device — to improve your experience and understand how visitors use the site.
| Cookie Type | Purpose | Can You Opt Out? |
|---|---|---|
| Essential cookies | Make the website function correctly — page loading, form submission, session management | No — required for site to work |
| Analytics cookies (Google Analytics) | Count visitors, track which pages are popular, understand user journeys — all anonymised | Yes — via cookie consent banner |
| Preference cookies | Remember your language or display preferences | Yes — via cookie consent banner |
| Marketing cookies | We do not currently run retargeting campaigns. If this changes, we will update this policy and obtain consent. | N/A — not in use |
You can manage cookie preferences in your browser settings at any time. Disabling analytics cookies will not affect your ability to use the website or book services.
Section 07
Data Security
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, destruction, or alteration.
- HTTPS encryption: All data transmitted between your browser and our website is encrypted using SSL/TLS.
- Access controls: Only authorised team members with a legitimate need can access customer data. Access is role-based and reviewed regularly.
- Secure storage: Customer records are stored in password-protected, access-controlled systems. We do not store sensitive payment data.
- Staff training: Our team is trained on data protection principles and the importance of handling customer information responsibly.
- ℹ️ No System Is 100% Secure
While we take all reasonable precautions, no method of transmission over the internet or electronic storage is completely secure. We encourage you to contact us via WhatsApp rather than email for sensitive service information, as WhatsApp messages are end-to-end encrypted.
Section 08
Data Retention
We keep your personal data only for as long as necessary to fulfil the purpose for which it was collected, or as required by UAE law.
| Data Type | Retention Period | Reason |
|---|---|---|
| Service booking records | 5 years | Warranty claims, service history, UAE commercial law requirements |
| Invoice and payment records | 7 years | UAE Federal Tax Authority requirements |
| WhatsApp / phone enquiries (no booking made) | 12 months | Customer service reference, then deleted |
| AMC client records | Duration of contract + 2 years | Contract fulfilment and warranty |
| Website analytics data | 26 months (Google Analytics default) | Site improvement — anonymised, not personal |
| Marketing opt-in lists | Until you opt out, then deleted within 30 days | Consent-based — you control this entirely |
When data is no longer required, it is securely deleted from our systems. You can request early deletion at any time — see Section 9 for your rights.
Section 09
Your Rights
Under the UAE Federal Decree-Law No. 45 of 2021 on Personal Data Protection and international best practices, you have the following rights regarding your personal information:
- Right to access: You can request a copy of all personal data we hold about you. We will provide this within 14 days of your request.
- Right to correction: If any of your personal information is inaccurate or incomplete, you can ask us to correct it. We will action this within 7 days.
- Right to deletion: You can ask us to delete your personal data. We will honour this request except where we are required by law to retain certain records (e.g. invoices for 7 years).
- Right to restrict processing: You can ask us to stop using your data for marketing or non-essential purposes while retaining the data itself.
- Right to data portability: You can request your service history and personal data in a machine-readable format (CSV or JSON).
- Right to withdraw consent: Where we process your data on the basis of your consent (e.g. marketing messages), you can withdraw that consent at any time. This does not affect the lawfulness of processing before withdrawal.
- Right to object: You can object to us processing your data for legitimate interest purposes. We will cease processing unless we can demonstrate compelling grounds that override your interests.
- ✅ How to Exercise Your Rights
Simply WhatsApp us: “Please delete my data” or “Please send me my data” and we will action your request within 14 days. You can also email: privacy@dubaicoolingexpert.com. We do not charge a fee for reasonable requests. We will never deny a request without a valid legal reason, and we will always explain why if we cannot fully comply.
Section 10
Contact Us About Privacy
If you have any questions about this Privacy Policy, how we handle your data, or wish to exercise any of your rights, please contact us through any of the following channels:
- WhatsApp: +971 50 000 0000 — fastest response, reply within 30 minutes during business hours
- Email: privacy@dubaicoolingexpert.com — for formal privacy requests, we respond within 5 business days
- Phone: +971 50 000 0000 — available 7 days a week, 8am–10pm
- Address: Dubai Cooling Expert, Dubai, United Arab Emirates
Changes to this Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make material changes, we will update the “Last Updated” date at the top of this page. We encourage you to review this policy periodically. Continued use of our website or services after any changes constitutes your acceptance of the updated policy.
- ℹ️ Complaints
If you believe we have not handled your data appropriately, you have the right to lodge a complaint with the relevant UAE data protection authority. We would appreciate the opportunity to address your concerns directly first — please contact us before escalating.
Quick Contact
+971 50 000 0000
Reply within 30 min
Privacy Email
Jurisdiction
Dubai, UAE Federal Law No. 45/2021
Legal Pages
Your Rights Summary
- Access your data
- Correct your data
- Delete your data
- Withdraw consent
- Data portability