Privacy Policy

This Privacy Policy explains how CoolNow, operated by COOLNOW PTE LTD (UEN 2026643544Z), registered at 3014 Ubi Road 1 #02-310, Singapore 408702 ("CoolNow", "we", "us", "our"), collects, uses, discloses, and protects your personal data when you use coolnow.sg and book an aircon servicing appointment with us, in accordance with the Personal Data Protection Act 2012 ("PDPA").

By using CoolNow, you consent to the collection, use, and disclosure of your personal data as described here. If you don't agree, please don't use the service — you can always reach us on WhatsApp with questions first.

We collect personal data you give us directly:

• Account details: your full name, mobile number, email address, and a 6-digit PIN (stored as an irreversible cryptographic hash, never in plain text).
• Booking details: your service address, aircon brand, a description of any issue you’d like checked, and a separate contact number for that specific booking if different from your account.
• Photos: before-and-after coil and airflow photos our technician takes of each unit serviced, attached to your booking record as proof of work done.
• Payment information: your PayNow payment is processed by our payment partner (see Section 5) — we do not receive or store your bank or card details ourselves, only the transaction amount and status.
• Messages: if you message us on WhatsApp, we receive and store that conversation to respond to you and keep a record of past support.
• Referral activity: if you use or share a referral code, we record which account referred which, to apply the referral discount and wallet credit described in our Terms of Service.

We also collect some technical data automatically:

• A random, non-identifying device identifier stored in your browser (not a cookie — see Section 6), used only as a soft signal to help detect referral abuse (e.g. one person repeatedly "referring" themselves).
• Standard technical logs (e.g. IP address, browser type) generated by our hosting and payment infrastructure as part of normal web traffic and fraud prevention.

We use your personal data to:

• Create and manage your account, and verify your identity by one-time passcode (OTP) and PIN.
• Take, schedule, and fulfil your bookings, including assigning and directing a technician to your address.
• Process your payment and send you a receipt or invoice.
• Send booking-related messages — confirmations, technician-on-the-way updates, completion notices — primarily by WhatsApp or email.
• Operate the referral and wallet credit program, including detecting and preventing abuse of it.
• Respond to your questions and support requests.
• Maintain records for accounting, audit, and legal compliance purposes.
• Improve our service and troubleshoot issues.

We don't use your personal data for advertising, and we don't sell it to third parties.

We rely on your consent — given when you create an account and make a booking — to collect and use your personal data for the purposes above. Where required, we also rely on the exceptions to consent under the PDPA, such as where processing is necessary to perform our contract with you (fulfilling a booking) or to comply with a legal obligation. You may withdraw your consent at any time by contacting us (Section 10), though this may mean we're no longer able to provide some or all of the service to you, including an existing booking.

We share the minimum personal data necessary with the following categories of service providers, who process it on our behalf and are only permitted to use it for the purpose we've engaged them for:

• Payment processing: our PayNow payment partner, to process your booking payment.
• Messaging: Meta/WhatsApp, to send booking updates and receive your messages to us; our SMS provider, to send OTP verification codes.
• Address lookup: OneMap (a Singapore government service), to look up a street address from the postal code you enter — only the postal code is sent, not your name or other details.
• Infrastructure: our database, hosting, and cloud infrastructure providers, who store data on our behalf under contractual confidentiality and security obligations.

We may also disclose personal data where required by law, to protect our legal rights, or in connection with a genuine business transaction (such as a merger or acquisition), always subject to the PDPA.

We don't use advertising or tracking cookies. CoolNow stores a small amount of data directly in your browser's local storage — your account's mobile number (so you don't need to sign in again on the same device), a referral code you've used or been given, and the random device identifier mentioned in Section 2. None of this is sent to third-party advertisers, and you can clear it at any time through your browser's site data settings — though doing so will sign you out.

We keep your account and booking data for as long as your account is active and for a reasonable period afterward, to meet our accounting, legal, and dispute-resolution obligations. Before-and-after service photos are kept as part of your booking history for the same reason. If you ask us to delete your account (Section 9), we'll do so except where we're legally required to retain certain records (for example, transaction records for accounting purposes).

We apply reasonable technical and administrative safeguards to protect your personal data against unauthorised access, use, or disclosure — including encrypting your PIN, restricting staff access to customer data based on role, and using access-controlled, reputable infrastructure providers. No system is perfectly secure, but we take this seriously and review our practices as the service grows.

Under the PDPA, you have the right to:

• Access the personal data we hold about you.
• Request correction of any inaccurate or incomplete personal data.
• Withdraw your consent to our collection, use, or disclosure of your personal data (subject to Section 4).
• Ask us to delete your account and associated personal data, subject to our legal retention obligations.

To exercise any of these, contact us using the details in Section 10 — we'll respond within a reasonable time.

If you have any question, concern, or request regarding your personal data or this policy, please contact our Data Protection Officer at admin@coolnow.sg, or message us on WhatsApp from the homepage. You may also lodge a complaint with the Personal Data Protection Commission of Singapore if you believe we haven't handled your personal data properly.

We may update this Privacy Policy from time to time, for example as we add new features or service providers. We'll update the "Last updated" date above whenever we do, and let you know directly if a change materially affects how your data is handled.