Privacy Policy How We Handle Your Information
Last Updated
July 2026
Effective Date
1 July 2026
Jurisdiction
Dubai, UAE
Contact
contact@dubaicoolingexpert.com
Governing Law
Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (UAE PDPL).
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 (License No. 1526739). 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
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.
- 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, in accordance with applicable UAE financial and tax record-keeping regulations.
- Service feedback: Any ratings or comments you provide after a completed service visit.
- 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 06 for full cookie details.
- IP address: Logged by our hosting provider for security purposes. Not used for targeted marketing.
ℹ️ 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.
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 | Contractual necessity (pre-contractual step) |
| 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 | Consent (via cookie banner) |
| Sending occasional service offers (opt-in only) | Phone/email | Consent |
| Complying with legal obligations | As required by UAE law | Legal obligation |
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.
📱 Your WhatsApp Number
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 to run our business, including Google Analytics (website analytics) and WhatsApp Business (communications). These providers are bound by their own privacy policies and data processing agreements. Any transfer of personal data outside the UAE is handled with appropriate safeguards in accordance with applicable UAE data protection law.
- 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
Cookies & Tracking
| Cookie Type | Purpose | Can You Opt Out? |
|---|---|---|
| Essential cookies | Required for the website to work (page loading, security, contact forms) | No, these are required |
| Analytics cookies | Google Analytics, tracks pages visited, time on site, device type. No personally identifiable data collected. | Yes, via our cookie banner |
| WhatsApp widget | Enables the WhatsApp chat button on our website | Yes, via our cookie banner |
Data Security
We take reasonable and appropriate measures to protect your personal data from unauthorised access, loss, misuse, or disclosure.
- Access control: Customer data is accessible only to team members who need it to deliver your service. We do not share login credentials or customer records across the wider team unnecessarily.
- Secure communications: WhatsApp Business uses end-to-end encryption for messages. Email communication is sent via secured, password-protected accounts.
- Device security: Devices used to access customer data are password-protected. We do not store customer data on unsecured personal devices.
- Third-party security: We only use third-party tools (Google, Meta/WhatsApp) that maintain their own published security standards and certifications.
Data breach response:
ℹ️ No System Is 100% Secure
While we take data security seriously and implement reasonable safeguards, no digital system can guarantee absolute security. If you have concerns about the security of your data, please contact us at contact@dubaicoolingexpert.com.
Data Retention
We keep your personal data only for as long as it is needed for the purpose it was collected, or as required by applicable UAE law.
| Data Type | Retention Period | Reason |
|---|---|---|
| Customer contact details (name, phone, email) | Duration of our relationship plus a reasonable period thereafter | Service continuity and dispute resolution |
| Service records (job reports, photos, invoices) | 5 years from date of service | UAE commercial and tax record-keeping requirements |
| AMC contract records | Duration of contract plus a reasonable period thereafter | UAE commercial record-keeping and warranty reference |
| WhatsApp conversation history | 2 years from last contact | Service continuity and dispute resolution |
| Website analytics data | 26 months (Google Analytics default) | Industry standard analytics retention |
| Payment records (invoices, bank transfers) | 5 years | UAE tax and financial record-keeping requirements |
When we delete your data: When the relevant retention period expires, your data is deleted or anonymised so it can no longer be identified to you. You can also request earlier deletion at any time (see Section 09 for your rights), subject to any legal obligation we have to retain it.
Your Rights
Under Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (UAE PDPL), you have the following rights regarding your personal data.
| Your Right | What It Means | How to Exercise It |
|---|---|---|
| Right to Access | You can request a copy of the personal data we hold about you. | WhatsApp or email us. We aim to respond within 30 days. |
| Right to Correction | You can ask us to correct inaccurate or incomplete data we hold about you. | WhatsApp or email us. We aim to respond within 30 days. |
| Right to Erasure | You can ask us to delete your personal data. We will do so unless we have a legal obligation to retain it. | WhatsApp "Please delete my data" or email us. |
| Right to Restriction | You can ask us to stop processing your data while a dispute about its accuracy or use is resolved. | Email us at contact@dubaicoolingexpert.com |
| Right to Data Portability | You can ask us to provide your data in a commonly used format so you can transfer it elsewhere. | Email us at contact@dubaicoolingexpert.com |
| Right to Object | You can object to processing of your data for marketing purposes at any time. | WhatsApp or email us. We will stop immediately. |
| Right to Withdraw Consent | Where processing is based on your consent, you can withdraw it at any time. Withdrawal does not affect processing already carried out. | WhatsApp or email us. |
| Right to Complain | If you are not satisfied with how we handle your data, you can complain to the UAE Data Office. | uaedata.gov.ae |
Our response commitment: We aim to respond to all data rights requests within 30 days. These are our own service commitments, not statutory deadlines, as the UAE PDPL does not currently specify exact response timeframes.
Verification: Before fulfilling any data rights request, we may need to verify your identity to protect your data from unauthorised access. We will ask only for information reasonably necessary to confirm who you are.
Contact Us About Privacy
If you have any questions about this Privacy Policy, want to exercise your data rights, or have a concern about how we handle your personal data, please contact us through any of the following channels:
- WhatsApp: +971547335081, reply within 30 minutes, 24/7. Fastest way to reach us.
- Email: contact@dubaicoolingexpert.com, for formal privacy enquiries or data rights requests.
- Phone: +971547335081, available 24/7.
- Address: Dubai Cooling Expert, Latifa Bint Hamdan, 301, Fokhruddin Properties, Dubai, United Arab Emirates.
Changes to this Policy
We may update this Privacy Policy from time to time to reflect changes in our services, the tools we use, or applicable UAE law. When we make material changes, we will update the “Last Updated” date at the top of this page and post a notice on our homepage for 30 days. Updated terms apply from the date shown. We will notify active AMC contract holders via WhatsApp of any material changes that affect how we handle their data.
Regulatory authority
If you are not satisfied with our response to a privacy concern, you have the right to lodge a complaint with the UAE Data Office at uaedata.gov.ae at any time. This right is not affected by any other term in this policy.
Quick Contact
+971547335081
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
