Privacy Policy

This policy describes how Aquatide Plumbing & Home Care Sdn Bhd (SSM Reg. No. 202403092487), the data controller, collects, holds and uses personal information you give us. It is written to comply with the Personal Data Protection Act 2010 (PDPA) of Malaysia.

1. What we collect

We only collect what we need to deliver the work you ask us to do. That typically includes:

• Your full name, residential or business address, contact phone and email — to schedule and attend the callout.
• The nature of the issue you've described — to send the right technician with the right kit.
• Photographs and notes from the site visit — to substantiate the quote and the warranty.
• Payment instrument identifiers (card last-four, FPX reference, DuitNow trace ID) — to reconcile invoices.

We do not collect identity-card numbers unless required for issuing a SSM-compliant tax invoice above the statutory threshold.

2. How we use it

The legal basis for processing is your consent (given when you submit the contact form or call dispatch) and the necessity of performing the service contract you've engaged us for. Specifically, we use the data to:

• Contact you to schedule, reschedule or confirm the visit
• Provide the written quote and follow-up tax invoice
• Honour the workmanship warranty and retrieve job history
• Respond to complaints or insurance claims related to our work
• Send occasional service reminders, if you've opted in for them

3. Who can see your data

Inside Aquatide, the dispatcher who books the visit and the technician who attends see your contact details and the issue description. Photographs of work are visible to the assigned technician and the operations supervisor.

We do not sell, rent or barter personal data. We do share limited data with the following classes of recipient only when strictly necessary:

• Our accounting firm, for invoice issue and statutory bookkeeping.
• Payment processors (Razer Merchant Services, Curlec) that facilitate FPX, DuitNow and card payments.
• Insurance partners, only when an insurance claim involves our completed work.
• Courts, regulators or law enforcement agencies, where compelled by valid Malaysian process.

4. How long we keep it

Visit records, invoices and warranty cards are retained for seven years from the date of the work — the period during which tax records must be made available under the Income Tax Act 1967.

Unconverted enquiries (you sent a form but never engaged us) are retained for 24 months, then deleted in a quarterly batch sweep.

5. Where it lives

Booking and invoice records are stored in a Malaysian-hosted database operated by a Tier 3 data centre in Cyberjaya. Backups are retained in a secondary Malaysian region. We do not transfer personal data outside Malaysia.

6. Your rights under the PDPA

You may, at any time, ask us to:

• Confirm whether we hold any personal data about you
• Provide a copy of that data in a readable format
• Correct any inaccuracies
• Limit how the data may be processed
• Withdraw consent for any non-statutory use

Send the request in writing to [email protected]. We respond within 21 calendar days. There's no charge for the first request in any 12-month period.

7. Security

The booking system uses TLS 1.3 in transit and AES-256 at rest. Access is gated behind two-factor authentication and tied to named staff accounts — there are no shared logins. Paper-based job sheets are shredded weekly.

8. Cookies

The website uses a small number of cookies; full details are in the Cookie Policy.

9. Children

Aquatide does not knowingly collect personal data from individuals under 18. If you believe a minor has submitted information, please email us and we will delete the record on the same business day.

10. Updates to this policy

We post the latest revision date at the top of this page. Material changes are highlighted on the homepage for 30 days. Continued use of our services after the revision constitutes acceptance.

11. Contact

Questions or complaints about how we handle personal data go to:
Data Protection Officer, Aquatide Plumbing & Home Care Sdn Bhd
Lot 8-3A, Wisma Suria, Jalan Ampang, 50450 Kuala Lumpur
Email: [email protected]