Privacy policy

We hold, for each dealer business and the people who sign in for it:

• The name of the business and of the person who signs in
• A business email address and phone number
• The business address, and the tax identifiers we are required to keep
• The trading record between that dealer and Air Experts: orders, quotations, bills, dispatches, payments, outstanding balance and credit limit
• A sign in record: the account, the time, whether the attempt succeeded, and the internet address and kind of device it came from
• A daily count of which parts of the portal are opened, never what was looked at

All of it comes from one of two places. Either Air Experts staff entered it when the dealer account was opened, or it is the record of business already done between us, which is kept in our accounting system and shown here.

When a dealer sells an air conditioner, the dealer registers the warranty here in the name of the customer who bought it. For that we hold the customer's name and mobile number, and their address, city and email address where the dealer gives them, together with the serial numbers of the units they bought.

These details are used for one thing: to issue the warranty card and to honour the warranty when service is asked for. They are seen by the dealer who registered the sale and by Air Experts. The public page that checks a warranty card shows only the first letter of each of the customer's names, never the full name, the number or the address. They are kept while the warranty is in force. A customer who wants their details corrected or removed can ask the dealer they bought from, or write to us at the address below.

A dealer who asks for service can add up to three photos and a voice message to the request. They are added only when the dealer chooses to, and are seen by that dealer and by Air Experts.

A dealer who books an installation gives the customer's name, mobile number and address for the job, and the technician adds photos of the site and the serial number of the unit when the work is done. These are held for the dealer who booked the job and for Air Experts, and are used to do the work and to start the warranty. A message to the customer about a job is sent by the dealer from their own WhatsApp, not by us.

The apps save no figures on the phone. Every balance, bill and stock count is read from the portal each time and is gone when the app closes. Two things are kept: the language you chose, and a key that lets the app open again for up to 30 days without the password, held in the phone's own secure storage and released only after Face ID or a fingerprint. Signing out removes the key, and a change of password ends it.

Face ID and fingerprints never leave the phone. The phone tells the app yes or no and nothing else, and we never receive or hold either.

To send a notification to a phone we keep the address that Google or Apple gives that phone for the purpose, against the account signed in on it. It is removed when the person signs out or the account's password is changed.

If a screen fails to open, the app or the website tells us which screen it was and which version was running, so that it can be put right. The report carries none of the figures that were on the screen.

We do not collect location, contacts, calendars, health data, browsing history or search history. The camera, the photo library and the microphone are used only when you choose to add a photo or a voice message to a request or a job. There is no advertising in the portal, no advertising network, no analytics product and no third party tracking of any kind. Nothing about a dealer is sold or passed to anyone for marketing, by us or by anyone working for us.

Only to run the trading relationship: to show a dealer their own orders, stock, bills and balance, to let staff process what a dealer asks for, to tell a dealer when something about their order changes, and to keep the records Nepali tax law requires us to keep.

A dealer signed into the portal sees their own account and nothing belonging to any other dealer.

We run the portal on services from the companies below, and they hold the data only so that the portal works. Each is bound by its own agreement with us to protect it to the same standard this policy sets, and none of them may use it for anything of their own.

• Vercel Inc., which hosts and serves the portal
• Supabase Inc., which holds the database
• Upstash Inc., which holds sign in sessions and the limits on failed sign ins
• Google (Firebase Cloud Messaging), which carries notifications to Android phones
• Apple, which carries notifications to iPhones
• Meta (WhatsApp Business), which carries the updates we send a dealer on WhatsApp about their own orders, bills, payments received and service requests, to the business's mobile number on record
• Anthropic, which answers the questions Air Experts' own staff put to the portal's assistant, and for that is sent the question and the business figures needed to answer it. Dealers do not use the assistant.

There is no other third party. No data goes to any advertiser, broker or analytics firm.

Business records such as orders, bills and payments are kept for as long as Nepali tax and company law requires, which is currently seven years from the end of the financial year they belong to, and often longer where an account is still open.

Sign in records are kept for 12 months. A sign in session expires after 12 hours, and the moment an account password is changed every session already open for that account stops working.

A dealer can ask at any time for the personal details we hold about the people who sign in, such as name, email address and phone number, to be corrected or removed, and can ask for the account to be closed, which withdraws consent and ends all access.

The portal does not let anyone create an account, so there is no self service account deletion inside it. Accounts are opened and closed by Air Experts staff. Write to us and we will confirm what has been done within 30 days.

What we cannot delete on request is the record of business already done, meaning invoices, payments and the tax record attached to them. Nepali law requires us to keep those, and they belong to the transaction rather than to a person.

Ask your Air Experts representative, who will pass a privacy or deletion request straight to us.