Privacy Policy

1. Information We Collect

Personal Information

We collect personal information that you voluntarily provide to us when you:

• Request a service quote or consultation
• Schedule an appointment for HVAC, refrigeration, electrical, plumbing, cold room, or welding services
• Contact us through our website, phone, or email
• Use our AI chatbot assistant (Kennie)
• Subscribe to our newsletter or promotional communications

Types of Information Collected

• Contact Information: Name, phone number, email address, physical address
• Service Information: Type of service needed, problem description, property details
• Business Information: Company name, business type, facility size
• Technical Information: Equipment details, system specifications, maintenance history
• Communication Records: Chat logs, email correspondence, phone call notes

Automatically Collected Information

When you visit our website, we may automatically collect:

• IP address and browser information
• Pages visited and time spent on our website
• Device type and operating system
• Referral source (how you found our website)

2. How We Use Your Information

We use your personal information for the following purposes:

Service Delivery

• Providing HVAC, refrigeration, electrical, plumbing, cold room, and welding services
• Scheduling appointments and service visits
• Preparing quotes and estimates
• Processing payments and billing
• Providing emergency and after-hours support

Communication

• Responding to your inquiries and service requests
• Sending appointment confirmations and reminders
• Providing service updates and maintenance alerts
• Sending important safety notices or recalls

Business Operations

• Improving our services and customer experience
• Training our technicians and staff
• Maintaining service records and warranties
• Conducting quality assurance and follow-up
• Complying with legal and regulatory requirements

3. Information Sharing and Disclosure

We do not sell, trade, or rent your personal information to third parties. We may share your information only in the following circumstances:

Service Providers

• Equipment Suppliers: When ordering parts or equipment for your service
• Subcontractors: Licensed professionals who assist with specialized services
• Payment Processors: To process payments securely
• Insurance Companies: For warranty claims or insurance purposes

Legal Requirements

• When required by law or legal process
• To protect our rights, property, or safety
• To protect the rights, property, or safety of our customers
• To comply with regulatory authorities in Malawi

Business Transfers

In the event of a merger, acquisition, or sale of business assets, customer information may be transferred as part of the transaction, subject to the same privacy protections.

4. Data Security

We implement appropriate technical and organizational security measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction:

• Secure Storage: Customer records are stored in secure, password-protected systems
• Access Controls: Only authorized personnel have access to personal information
• Encryption: Sensitive data is encrypted during transmission and storage
• Regular Audits: We regularly review and update our security practices
• Staff Training: Employees are trained on privacy and data protection procedures

5. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required by law:

• Service Records: Maintained for warranty periods and service history (typically 5-7 years)
• Contact Information: Retained while you remain an active customer
• Payment Information: Kept for accounting and tax purposes as required by Malawi law
• Communication Records: Maintained for quality assurance and dispute resolution

6. Your Rights and Choices

You have the following rights regarding your personal information:

Access and Correction

• Request access to your personal information
• Request correction of inaccurate or incomplete information
• Update your contact preferences

Communication Preferences

• Opt-out of marketing communications (while still receiving service-related communications)
• Choose your preferred method of communication
• Update notification preferences

Data Deletion

• Request deletion of your personal information (subject to legal and business requirements)
• Close your customer account

7. Cookies and Website Analytics

Our website uses cookies and similar technologies to enhance your browsing experience:

Types of Cookies

• Essential Cookies: Required for website functionality
• Analytics Cookies: Help us understand how visitors use our website
• Preference Cookies: Remember your settings and preferences

Cookie Management

You can control cookies through your browser settings. However, disabling certain cookies may affect website functionality.

8. Third-Party Links

Our website may contain links to third-party websites or services. We are not responsible for the privacy practices of these external sites. We encourage you to read the privacy policies of any third-party sites you visit.

9. Children's Privacy

Our services are not intended for individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have collected personal information from a child, we will take steps to delete such information.

10. International Data Transfers

As a business operating in Malawi, we primarily store and process data within the country. Any international transfers of data are conducted in accordance with applicable data protection laws and with appropriate safeguards in place.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will notify you of any material changes by:

• Posting the updated policy on our website
• Sending email notifications to registered customers
• Providing notice during your next service appointment

Your continued use of our services after any changes indicates your acceptance of the updated Privacy Policy.