Privacy Policy

This Privacy Policy explains how Urban Chill Technical Services LLC ("Urban Chill", "we", "us", or "our") collects, uses, shares, and protects your personal information when you visit urbanchill.ae, request a quote or free inspection, or use our AC and HVAC services in Dubai. We process personal data in accordance with the laws of the United Arab Emirates, including Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (the "PDPL") and its implementing regulations.

By using our website or requesting our services, you consent to the practices described in this Policy. If you do not agree, please do not use the website or submit your information to us.

1. Who we are

Urban Chill provides AC and HVAC services in Dubai — including AC repair, AC deep cleaning, AC installation, gas refill, duct cleaning, FCU/FAHU/AHU servicing, emergency callouts, and Annual Maintenance Contracts (AMC) — on a quote-based model. For the purposes of the PDPL, Urban Chill is the controller of the personal data described in this Policy.

• Trading name: Urban Chill
• Legal entity: Urban Chill Technical Services LLC
• Registered address: Rigga Business Center, Al Muraqqabat, Dubai, United Arab Emirates
• Email: [email protected]  |  Phone / WhatsApp: +971 566 847 697

2. Information we collect

Information you give us

• Contact details — name, phone number, email address.
• Service address and property details you provide so we can arrange an inspection, prepare a quote, and carry out the work (for example, property type, unit details, access instructions, and the AC/HVAC issue or service requested).
• Booking and communication history, including WhatsApp messages, calls, quote requests, and support enquiries.
• For AMC and property-management clients — building and unit lists and related service records.
• Payment information where applicable. Online card payments are processed by our third-party payment provider Stripe; we do not store full card numbers on our servers.

Information we collect automatically

• Technical data such as IP address, browser type, device information, and pages viewed.
• Cookies and similar technologies (see Section 8).

3. How we use your information

We use your personal data to:

• respond to enquiries, arrange free inspections, and prepare and send you itemised quotes;
• schedule, coordinate, and deliver the services you book — including assigning the job to our own technicians or to an authorised subcontractor (see Section 4);
• process payments and issue invoices and receipts;
• contact you about your booking, technician arrival, changes, reminders, and follow-ups;
• administer AMC plans, schedule preventive visits, and send service reports;
• handle complaints and claims under our 30-day workmanship warranty, and arrange re-service where applicable;
• improve our website and services, and maintain security;
• send you marketing communications where you have opted in, which you can withdraw at any time; and
• comply with our legal, tax, and regulatory obligations in the UAE.

4. Sharing with subcontractors and service partners

Some of our services are delivered by third-party subcontractors and specialist service partners rather than by Urban Chill's own technicians. To fulfil your booking, we share with the assigned subcontractor only the personal data they need to carry out the job — typically your name, contact number, service address, access instructions, and the scope of work requested. We do not share your payment card details with subcontractors.

When we engage subcontractors we require them, by written agreement, to:

• use your data only to perform the service we have instructed;
• keep it confidential and secure;
• not retain it longer than necessary or use it for their own marketing; and
• comply with the PDPL and this Policy.

Urban Chill remains your point of contact for the booking and for any complaint or warranty claim relating to the service.

5. Other parties we may share data with

• Service providers that support our business — payment processors, IT and hosting providers, CRM and communication tools — under confidentiality obligations.
• Professional advisers such as auditors, insurers, and lawyers where necessary.
• Authorities where we are required to disclose data by law, regulation, court order, or a lawful request from a competent UAE authority.
• A buyer or successor if our business or assets are sold or reorganised, subject to this Policy.

We do not sell your personal data.

6. International transfers

Some of our service providers may store or process data outside the UAE. Where personal data is transferred abroad, we take steps to ensure it is protected to a standard consistent with the PDPL, including through contractual safeguards.

7. Data retention

We keep your personal data only for as long as necessary for the purposes set out in this Policy — including to provide services, administer AMC contracts, handle warranty and re-service periods, resolve disputes, and meet legal, tax, and accounting requirements — after which we securely delete or anonymise it.

8. Cookies

Our website uses cookies and similar technologies to make the site work, remember your preferences, and understand how the site is used. You can control or disable cookies through your browser settings, though some features may not work properly if you do.

9. How we protect your data

We apply reasonable technical and organisational measures to protect personal data against loss, misuse, and unauthorised access. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

10. Your rights

Subject to the PDPL, you may have the right to:

• access the personal data we hold about you;
• request correction of inaccurate or incomplete data;
• request deletion of your data in certain circumstances;
• object to or restrict certain processing;
• withdraw consent (including for marketing) at any time; and
• request that your data be transferred where technically feasible.

To exercise any of these rights, contact us at [email protected]. We may need to verify your identity before acting on your request.

11. Children

Our services and website are intended for adults. We do not knowingly collect personal data from children. If you believe a child has provided us with data, please contact us and we will delete it.

12. Third-party links

Our website may link to other websites we do not control (for example, WhatsApp or Google Maps). We are not responsible for their content or privacy practices, and we encourage you to review their policies.

13. Changes to this Policy

We may update this Policy from time to time. The "Last updated" date shows the latest version, and changes take effect when posted on this page. Please check back periodically.

14. Contact us

For any questions or complaints about this Policy or your personal data:

• Email: [email protected]
• Phone / WhatsApp: +971 566 847 697
• Address: Rigga Business Center, Al Muraqqabat, Dubai, United Arab Emirates