Privacy Policy

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1. Who We Are

This Privacy Policy applies to Elba Service Center UAE, operating under the website elbaservicecenter.xyz ("we", "us", "our"). We provide home appliance repair and maintenance services across all seven Emirates of the United Arab Emirates.

We act as the data controller for all personal information collected through our website, WhatsApp communications, phone calls, and job application processes.

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2. Data We Collect

2.1 Service Request Data (Customers)

• Full name, phone number and WhatsApp number
• Residential address or area (for technician dispatch)
• Emirate and preferred contact method
• Appliance type, brand, and description of fault
• Communication history (WhatsApp messages, call logs)
• Repair job records, technician notes, and invoice history

2.2 Job Application Data (Candidates)

• Full name, date of birth, nationality, and gender
• Passport number, expiry date, and Emirates ID
• Contact details including WhatsApp, phone, and email
• Current visa status and immigration details
• Work history, education qualifications, and certifications
• Skills, languages, and self-assessed competency ratings
• Emergency contact details
• Uploaded documents: CV, passport copy, certificates, photo
• Motivation statements and references provided voluntarily
• Medical declarations relevant to the physical nature of the role

2.3 Website Usage Data (Technical)

• IP address, browser type, and device information
• Pages visited, time on site, and referring URL
• Cookies and similar tracking technologies (see Section 6)

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3. How We Use Your Data

We use personal data only for the purposes it was collected. Specifically:

For Customers

• To confirm and dispatch repair bookings to our technicians
• To contact you with arrival updates and service status via WhatsApp or phone
• To prepare invoices, warranty documentation, and repair records
• To follow up on warranty claims within the applicable warranty period
• To improve service quality through internal performance review
• To comply with UAE legal and regulatory obligations

For Job Applicants

• To evaluate your suitability for the applied role
• To contact you by WhatsApp or phone regarding your application status
• To process UAE employment visa documentation if you receive an offer
• To retain your application for future suitable vacancies (with your consent)

For Website Visitors

• To analyse website traffic and improve page performance (Google Analytics — see Section 6)
• To ensure the technical security and stability of our website

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4. Legal Basis for Processing

Under UAE PDPL, we process your data on the following lawful grounds:

• Contract performance — processing necessary to provide the repair service you requested
• Legitimate interests — improving our services, preventing fraud, and managing our business
• Consent — for marketing communications and retention of job applications beyond the initial hiring process
• Legal obligation — where UAE law requires us to retain or disclose records

You may withdraw consent at any time by contacting us (see Section 14). Withdrawal does not affect the lawfulness of processing that occurred before withdrawal.

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5. Job Applicant Data — Special Notice

We collect significant personal data through our careers application form, including passport details, nationality, and health declarations. This data is collected solely for the purpose of employment processing under UAE labour and immigration law.

Unsuccessful applications are retained for up to 6 months in case a suitable role arises, after which all data is permanently deleted. You may request deletion at any time.

Medical information disclosed in the application is used only to ensure the role is suitable for you and to comply with UAE occupational health requirements. It is stored separately with restricted access.

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6. Cookies & Analytics

Our website may use Google Analytics to understand how visitors interact with our pages. This service collects anonymised data including pages visited, session duration, and approximate geographic location (country/city level only).

• Google Analytics data is anonymised — no personally identifiable information is shared with Google
• We do not use advertising cookies, retargeting pixels, or behavioural profiling
• You may opt out of Google Analytics tracking by installing the Google Analytics Opt-out Browser Add-on
• Essential cookies (session, security) are necessary for the website to function and cannot be disabled

Currently our website does not display a cookie consent banner as we do not use tracking or advertising cookies. If this changes, we will update this policy and add a consent mechanism.

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7. Online Payments

Currently, Elba Service Center does not process online payments. All transactions are completed in person at the time of service.

If we introduce online payment functionality in the future, payments will be processed exclusively through PCI-DSS certified third-party payment gateways. We will never store, transmit, or log full card numbers, CVV codes, or other sensitive payment credentials on our own systems. This policy will be updated before any payment feature goes live.

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8. Data Sharing & Third Parties

The only circumstances in which we may disclose data are:

• Legal obligation: if required by a UAE court order, government authority, or law enforcement agency
• Visa processing: for hired employees, data is shared with UAE immigration authorities as required by law — candidates are informed at the offer stage
• Technical infrastructure: our website is hosted by Hostinger; data processed on their servers is subject to Hostinger's privacy policy, though we do not actively transmit customer data to them

Any future third-party service providers (payment gateways, CRM tools) will be bound by data processing agreements and this policy will be updated accordingly.

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9. Data Retention

• Customer repair records: retained for 3 years from the date of service, to cover warranty periods and legal disputes
• WhatsApp and communication logs: retained for 12 months, then deleted
• Job applications (unsuccessful): retained for 6 months, then permanently deleted
• Employee records (hired staff): retained for the duration of employment plus 5 years as required by UAE Labour Law
• Website analytics data: retained per Google Analytics default settings (up to 14 months)
• Invoice and financial records: retained for 5 years as required by UAE commercial law

You may request early deletion of your data at any time, subject to any legal retention obligations we must meet.

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10. Your Rights

Under UAE PDPL, you have the following rights regarding your personal data:

• Right to access — request a copy of the personal data we hold about you
• Right to correction — ask us to correct inaccurate or incomplete data
• Right to deletion — request erasure of your data, subject to legal retention obligations
• Right to restriction — ask us to limit how we use your data in certain circumstances
• Right to withdraw consent — where processing is based on consent, withdraw it at any time
• Right to object — object to processing based on our legitimate interests
• Right to data portability — receive your data in a structured, machine-readable format

To exercise any of these rights, contact us using the details in Section 14. We will respond within 30 days. We may need to verify your identity before fulfilling a request.

If you are not satisfied with our response, you have the right to lodge a complaint with the UAE Data Office (uaedataoffice.gov.ae).

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11. Data Security

We take reasonable technical and organisational measures to protect your personal data against unauthorised access, loss, or disclosure. These include:

• HTTPS encryption on our website (SSL/TLS)
• Restricted access — only authorised personnel can access customer and applicant data
• WhatsApp end-to-end encryption for all communications
• Regular review of who has access to data within our team

No method of digital transmission is 100% secure. While we strive to protect your data, we cannot guarantee absolute security. In the event of a data breach that affects your rights, we will notify you and the relevant UAE authority as required by law.

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12. Children's Privacy

Our services are intended for adults aged 18 and over. We do not knowingly collect personal data from individuals under the age of 18. If you believe we have inadvertently collected data from a minor, please contact us immediately and we will delete it without delay.

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13. 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 do, the "Last Updated" date shown at the top of this page will be revised.

For significant changes, we will make reasonable efforts to notify active customers via WhatsApp or phone. Continued use of our services after a policy update constitutes acceptance of the revised terms.

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14. Contact Us

For any questions about this Privacy Policy, to exercise your data rights, or to raise a concern, please contact us: