Privacy Policy

1. About this Privacy Policy

This Privacy Policy explains how CITRI MOBILE LLP, operating as Citri Mobile and C3 Smart Repair by Citri Mobile, collects, uses, discloses, stores and protects personal data.

Legal business name: CITRI MOBILE LLP
UEN: T17LL0031A
Official telephone and WhatsApp: +65 9456 6455
Official email: contact@citrimobile.com
Official website: citrimobile.com

This Privacy Policy applies to personal data collected through:

• Our websites and landing pages
• Online enquiry and quotation forms
• Telephone calls and WhatsApp
• Email and social-media communications
• Visits to our physical outlets
• Quotations, receipts and warranty records
• Device assessments and service work
• CCTV systems at our outlets
• Advertising, analytics and conversion-measurement technologies

2. Personal data we may collect

Depending on how a person interacts with us, we may collect the following information.

Contact details

• Name
• Telephone number
• Email address
• Preferred method of contact

Device and service information

• Device manufacturer and model
• Serial number or IMEI where reasonably required
• Reported fault or damage
• Device condition
• Diagnostic findings
• Service history
• Parts installed
• Warranty information
• Photographs of the device where reasonably required to record its condition

Transaction information

• Quotations
• Deposits
• Payments
• Receipt and invoice information
• Transaction reference numbers

We generally do not store complete payment-card details where payment is processed by a bank, payment processor or other external provider.

Communications

We may retain relevant communications made through telephone, WhatsApp, email, website forms or social-media platforms.

Website and advertising information

When a person visits our websites or advertising landing pages, we may collect:

• Internet Protocol address
• Browser and device type
• Pages visited
• Approximate visit time
• Referring website or advertisement
• Form submissions
• Calls or messages resulting from an advertisement
• Cookie, analytics and conversion information

CCTV information

Our outlets may use CCTV for security, safety, loss prevention, dispute investigation and protection of customers, employees, customer devices and business property.

CCTV notices should be displayed at locations where CCTV is in operation.

3. Information stored on customer devices

Customer devices may contain photographs, messages, contacts, documents, account information and other private data.

Our staff will not intentionally access personal content unless access is reasonably necessary for an agreed diagnosis, test or service and the customer has authorised that access.

Where a device passcode is required for testing, we will explain why it is needed.

Customers should back up important information and remove highly sensitive information before submitting a device where reasonably possible.

We will not request a customer’s Apple ID password, Google account password, banking password or one-time password for ordinary diagnostic or repair work.

4. Purposes for collecting and using personal data

We may collect, use or disclose personal data for reasonable purposes including:

• Responding to enquiries
• Preparing quotations
• Confirming appointments
• Identifying a customer and device
• Diagnosing or servicing a device
• Testing completed work
• Ordering an appropriate part
• Processing payments
• Issuing receipts
• Providing warranty support
• Contacting customers about collection
• Investigating complaints or disputes
• Preventing fraud, theft and misuse
• Maintaining outlet and workplace security
• Meeting accounting, tax, legal and regulatory requirements
• Improving our website and customer service
• Measuring advertising performance
• Sending marketing communications where permitted

We will not use personal data for a materially different purpose without providing appropriate notice and obtaining consent where required.

5. Consent

Where required, we will obtain consent before collecting, using or disclosing personal data.

A person may also be treated as having provided consent where they voluntarily provide personal data for an obvious and reasonable purpose, such as requesting a quotation or submitting a device for service, subject to applicable law.

A person may withdraw consent by contacting our Data Protection Officer. We will explain any likely consequences of withdrawal.

Withdrawal does not affect uses or disclosures that occurred before the withdrawal was processed or that remain required or permitted by law.

6. Online forms and advertising leads

Personal data submitted through an online form or advertising lead form may be used to:

• Respond to the enquiry
• Provide requested pricing or service information
• Identify a suitable outlet
• Contact the person about the enquiry
• Follow up on the requested service
• Measure the effectiveness of our advertising

Submitting an enquiry does not require the person to proceed with a paid service.

We do not sell lead or enquiry information to unrelated third parties.

A link to this Privacy Policy should be displayed beside or below forms that collect personal data and included in any advertising lead form where required.

7. Cookies, analytics and advertising technologies

Our websites may use cookies, tags and similar technologies to:

• Enable website functions
• Understand how visitors use the website
• Measure enquiries and advertising conversions
• Prevent fraud and abuse
• Improve website performance
• Measure and improve advertising campaigns

These services may include Google Analytics, Google Ads conversion measurement and other website, analytics or advertising providers.

Such providers may process technical information according to their own terms and privacy policies.

Visitors may manage cookies through their browser settings and, where provided, through our cookie-preference controls. Restricting cookies may affect certain website functions.

8. Marketing communications

Service-related communications about an enquiry, quotation, appointment, device collection or warranty are not treated as general promotional marketing.

Marketing communications will be sent only where permitted under applicable law.

Recipients may ask us to stop marketing communications by replying to the message or contacting us at contact@citrimobile.com.

We will take reasonable steps to process an opt-out request.

9. Disclosure to service providers and business partners

We may disclose personal data where reasonably necessary to operate our business or provide a requested service.

Recipients may include:

• Payment processors and banks
• Website hosting and IT providers
• Communications and messaging platforms
• Analytics and advertising providers
• Accountants, insurers and professional advisers
• Parts suppliers and logistics providers
• Manufacturers or programme administrators where required for an eligible part, diagnostic or programme process
• CarousellMOBILE where relevant to services at the Jurong Point location
• Government authorities, regulators or law-enforcement agencies where required or permitted by law

We will seek to disclose only information reasonably necessary for the relevant purpose.

We do not sell personal data to unrelated third parties.

10. Protection of personal data

We take reasonable administrative, physical and technical measures to protect personal data against:

• Unauthorised access
• Improper collection or use
• Unauthorised disclosure
• Accidental loss
• Unauthorised alteration
• Destruction
• Other similar risks

Measures may include access controls, account security, staff procedures, secured systems and physical controls at our outlets.

No method of electronic transmission or storage is completely risk-free. We will review our safeguards and improve them where reasonably necessary.

11. Retention

We retain personal data only for as long as reasonably required for:

• Providing the requested service
• Warranty support
• Customer-service records
• Accounting and tax requirements
• Dispute resolution
• Fraud prevention
• Legal or regulatory requirements
• Other legitimate business purposes

When personal data is no longer required for a legal or business purpose, we will take reasonable steps to delete, anonymise or securely dispose of it.

CCTV recordings will generally be retained for a limited period unless required for an incident, investigation, dispute or legal purpose.

12. Overseas transfers

Some hosting, communications, analytics, advertising or payment providers may process information outside Singapore.

Where personal data is transferred outside Singapore, we will take reasonable steps to ensure that it receives a standard of protection comparable to the requirements of Singapore’s Personal Data Protection Act, subject to applicable exceptions.

13. Accuracy

We take reasonable steps to ensure that personal data used by us is accurate and complete where it may affect the individual or be disclosed to another organisation.

Customers should notify us when their contact or service information changes.

14. Access and correction

Subject to applicable law, an individual may request:

• Access to personal data held by us
• Information about how their personal data has been used or disclosed
• Correction of inaccurate or incomplete personal data

Requests should be submitted to our Data Protection Officer.

We may need to verify the requester’s identity before processing the request. Legal exceptions may apply, and a reasonable administrative fee may be charged for an access request where permitted. Any fee will be communicated before the request is processed.

15. Data incidents

If we become aware of a personal-data breach, we will take reasonable steps to contain and investigate it.

We will assess whether notification to the Personal Data Protection Commission or affected individuals is required and make any required notification as soon as practicable.

16. Third-party websites and platforms

Our websites may link to third-party services, including maps, messaging platforms, social-media websites, payment providers and manufacturer websites.

Those parties operate under their own privacy policies. CITRI MOBILE LLP is not responsible for the privacy practices of independently operated third-party websites.

17. Children and young persons

Where a customer is not legally able to enter into the relevant service or payment arrangement independently, we may request the involvement or authorisation of a parent or legal guardian.

We do not knowingly collect more personal data from a child or young person than is reasonably necessary for the requested service.

18. Updates to this Privacy Policy

We may update this Privacy Policy when our services, technologies, processes or legal obligations change.

The latest version will be published on our website with an updated revision date.

19. Data Protection Officer

Questions, complaints, consent-withdrawal requests, access requests and correction requests may be directed to:

Data Protection Officer
CITRI MOBILE LLP
UEN: T17LL0031A
Telephone and WhatsApp: +65 9456 6455
Email: contact@citrimobile.com
Website: citrimobile.com

Please include enough information for us to understand and process the request. We may request reasonable proof of identity to protect the individual’s personal data.