R-LOGIC · CORPORATE POLICY
Privacy Policy
Contents
1. Introduction and Scope
By messaging us on WhatsApp, visiting our website, contacting us by phone or email, or otherwise providing your information to us, you acknowledge that you have read this Policy.
R-Logic is a device lifecycle services company operating across Malaysia, Singapore, Indonesia, India and China. This Policy applies to anyone who contacts or is contacted by R-Logic under any of our operating or trading names, including SmartCares (R-Logic’s business-to-consumer brand) and the client-branded service channels we operate on behalf of our clients.
2. Who We Are
For any question about this Policy or your personal data, contact us at info@r-logic.com.
3. Our Use of WhatsApp and Other Contact Channels
Besides WhatsApp, we, or our operating brands, may also contact you — or you may contact us — by phone, email, SMS, or other channels. The purposes described in Section 4, the data categories in Section 5, and your rights in Section 7 apply the same way regardless of which of these channels you use. We describe WhatsApp specifically below because it involves a third-party platform operator, Meta, that the other channels do not.
R-Logic and its operating brands use the WhatsApp Business Platform, operated by Meta Platforms, Inc. (“Meta”), to communicate with customers. We do not operate a single, group-wide WhatsApp number — each business unit and client-facing service (for example, SmartCares, and the service lines we operate for clients such as Philips) maintains its own WhatsApp Business channel. This Policy applies to all of them. We use these channels to:
- Respond to service enquiries and support requests you send us;
- Provide updates on repair status, device collection or return, spare-parts orders, and appointment scheduling;
- Send service confirmations, order references and account notifications.
We do not use WhatsApp to send marketing or promotional messages.
When you message us on WhatsApp, your messages and related data (such as your phone number, display name and message content) are processed both by R-Logic and by Meta/WhatsApp as the messaging infrastructure provider, under WhatsApp’s own Business Terms and Privacy Policy. We do not control how WhatsApp itself processes your data as the platform operator; we encourage you to also review WhatsApp’s Privacy Policy.
Some responses on our WhatsApp channels may be generated by an automated assistant. Where this is the case, you may request a human agent at any time by sending a message containing the word “human” (for example, “speak to human”), and any automated response affecting your service — for example a repair decision — is reviewed by a person before it is treated as final.
4. Purposes of Processing
- To provide the service, order or repair you requested — necessary to perform our contract with you, or to take steps at your request before entering into one.
- To respond to your enquiries — our legitimate interest in providing customer service.
- To send service or transactional notifications (e.g. “your device is ready for collection”) — necessary to perform our contract with you.
- To meet legal and regulatory obligations — such as invoicing, tax and warranty record-keeping.
5. Categories of Data We Collect
- Identification and contact data: name, phone number, email address, WhatsApp profile information.
- Transaction data: device model or serial number, repair or order reference, purchase or service history, delivery address.
- Communication data: the content of messages and attachments (e.g. photos of a faulty device) you send us.
- Technical data: WhatsApp message metadata (timestamps, delivery and read status) made available to us via the WhatsApp Business Platform, and equivalent technical data from any other channel we use to contact you.
We do not knowingly seek sensitive categories of personal data (such as health, religious or political information) through any of these channels. Please do not send us such information unless it is specifically required for a service request.
6. Personal Data Transfers
- Because R-Logic operates across Malaysia, Singapore, Indonesia, India and China, and because we use international service providers, your personal data may be transferred to and processed in countries other than the one you are in. Specifically:
- WhatsApp / Meta: messages you send us are transmitted and processed by Meta Platforms, Inc. and its group companies, which operate infrastructure in the United States and other countries, as part of the WhatsApp Business Platform.
- Cross-border processing within the Group: because R-Logic International Pte Ltd is the data controller regardless of which local channel or brand you used, your data may be processed by other R-Logic Group entities in Malaysia, Singapore, Indonesia, India or China, acting on our behalf, where necessary to deliver the service — for example, when a repair job is handled by a service centre in a different country from the one where you first contacted us.
- Service providers: we may share data with third parties who support our operations — customer-support platforms, cloud hosting, logistics and courier partners, and payment processors — under written agreements that require them to protect your data.
We take reasonable steps to ensure any cross-border transfer is subject to appropriate contractual, technical and organisational safeguards consistent with applicable data protection law in the countries where we operate, including Malaysia’s Personal Data Protection Act 2010, Singapore’s Personal Data Protection Act 2012, and the equivalent laws of Indonesia, India and China. We do not sell your personal data to third parties.
7. Rights of the Users
Subject to the data protection law that applies to you, you may have the right to:
- Request access to the personal data we hold about you;
- Request correction of inaccurate or incomplete data;
- Request that we limit or stop processing your data for certain purposes;
- Request a copy of the data you provided to us, in a commonly used format, where feasible;
- Lodge a complaint with your local data protection authority, where one exists — for example Singapore’s Personal Data Protection Commission (PDPC), or the equivalent authority in your own country.
To exercise any of these rights, contact info@r-logic.com with your name, the phone number, email address or WhatsApp account you used to contact us, and a description of your request. We may ask you to verify your identity first. We aim to respond within 3 days.
8. Data Retention
- Financial and accounting records (invoices, payment records, tax-related documents) of R-Logic International Pte Ltd: retained for 5 years, the statutory minimum under Singapore company and tax law.
- Other customer data (service enquiries, repair or order history, WhatsApp or other channel conversations): retained for as long as we need it for the purpose it was collected, reviewed periodically, and securely deleted once no longer required. Singapore’s PDPA — and the equivalent laws in the other countries we operate in — do not set a fixed maximum retention period for this category of data; the standard is that we must not keep it longer than is reasonably necessary.
9. Security and Protection of Data
We implement technical and organisational measures designed to protect your personal data against loss, misuse, unauthorised access, disclosure, alteration or destruction, including:
- Restricting access to customer data to authorised R-Logic personnel on a need-to-know basis;
- Using access-controlled systems for storing service and order records;
- Relying on WhatsApp’s and Meta’s own security measures — including end-to-end encryption of messages in transit between you and our business account — for the messaging channel itself, as described in WhatsApp’s Privacy Policy;
- Requiring our third-party service providers to maintain security standards consistent with this Policy through written agreements.
No method of transmission or storage is completely secure, and we cannot guarantee absolute security. If we become aware of a data breach likely to put your rights at risk, we will notify affected individuals and the relevant authority in line with applicable law and its required timeframes.
10. Changes to this Policy
11. Contact Us
R-Logic International Pte Ltd
31 Kaki Bukit Rd 3, #06-16 Techlink, Singapore 417818
Email: info@r-logic.com
WhatsApp: reply on the WhatsApp conversation you already have with us, or use the email address above for anything related to this Policy.