Privacy Policy

1. Introduction

Balancewright ("we", "us", "our") operates a watch repair and service workshop at 118 Lebuh Pantai, 10300 George Town, Pulau Pinang, Malaysia. This Privacy Policy explains how we collect, use, store and protect personal data that visitors and clients provide when contacting us or using this website.

This policy applies to personal data submitted through the contact form on this website, enquiries sent by email or phone, and data collected automatically through cookies and analytics tools.

For questions about this policy, contact: [email protected]

2. Personal Data We Collect

We collect the following categories of personal data:

• Contact details: name, email address, phone number (when provided through the website contact form or direct communication).
• Service enquiry information: description of the watch, calibre reference, observed issue and service category of interest — provided voluntarily by the enquirer.
• Collection Care Programme records: for clients on the annual programme, we maintain a service record per piece covering calibre, parts fitted, test results and inspection dates.
• Technical data: IP address, browser type, pages visited and visit duration, collected automatically through cookies and server logs.

We do not collect payment card data. Payments are handled separately and not processed through this website.

Legal basis for processing: Contact and enquiry data is processed on the basis of your consent (submitting the form) and our legitimate interest in responding to service enquiries. Collection Care Programme records are processed as necessary to perform a contract with you. Technical data is collected on the basis of our legitimate interest in operating and improving the website.

Retention periods: Contact enquiries are held for 24 months after last contact. Collection Care Programme records are held for the duration of the programme plus five years. Technical/log data is held for 12 months.

3. How We Use Personal Data

Personal data collected through this website is used for the following purposes:

• Responding to service enquiries and communicating about bench work;
• Managing service records for Collection Care Programme clients;
• Scheduling collection and return logistics within Penang;
• Improving website content and user experience through analytics;
• Complying with legal obligations under Malaysian law.

Marketing communications: We do not send marketing emails. Contact data is used only for service communication directly related to an enquiry or active programme.

Third-party sharing: Personal data is not sold or disclosed to third parties for commercial purposes. Data may be shared with service providers who assist in operating this website (hosting, analytics) under appropriate data processing terms. We may disclose data where required by Malaysian law or regulatory authority.

4. Data Security Measures

We implement the following measures to protect personal data:

• Website served over HTTPS with TLS encryption in transit;
• Access to client records restricted to workshop staff involved in service delivery;
• Collection Care Programme digital records stored in access-controlled systems;
• Physical service records kept in a locked workshop environment.

In the event of a data breach involving personal data, we will notify affected individuals and the relevant authorities within the timeframes required under Malaysian law (the Personal Data Protection Act 2010, PDPA).

5. Cookies

This website uses cookies to maintain basic functionality and understand how pages are used. Cookie categories used are:

• Essential cookies: necessary for the site to function. Cannot be disabled.
• Analytics cookies: collect aggregate data on page visits and user behaviour to help improve the site.
• Preference cookies: remember your cookie consent choice stored in your browser's localStorage.

For full details and controls, see our Cookie Policy.

6. Your Rights Under the PDPA (Malaysia)

Under the Personal Data Protection Act 2010 (Malaysia), you have the following rights in relation to your personal data:

• Right of access: request a copy of the personal data we hold about you;
• Right of correction: request correction of inaccurate or incomplete personal data;
• Right to withdraw consent: withdraw consent to processing at any time (where processing is based on consent);
• Right to limit processing: request that we limit how your data is used in certain circumstances;
• Right to complain: lodge a complaint with the Department of Personal Data Protection Malaysia (JPDP) if you believe your rights have been infringed.

To exercise any of these rights, contact us at [email protected]. We will respond within 21 days.

JPDP contact: Department of Personal Data Protection Malaysia, Putrajaya. Website: pdp.gov.my

7. Third-Party Links

This website may contain links to external websites (for example, maps services or reference resources). We are not responsible for the privacy practices of those sites. We encourage you to read the privacy policies of any external site you visit.

8. Children's Privacy

Our services are intended for persons aged 18 and above. We do not knowingly collect personal data from persons under 18. If you believe a person under 18 has submitted personal data through this website, please contact us at [email protected] so that we can delete it.

9. Changes to This Policy

We may update this Privacy Policy from time to time. The revised policy will be posted on this page with a new "Last Updated" date. Where changes are material, we will notify active Collection Care Programme clients directly by email. Continued use of the website after the updated policy is posted constitutes acceptance of the revised terms.

10. Data Controller Contact

Data Controller: Balancewright

Address: 118 Lebuh Pantai, 10300 George Town, Pulau Pinang, Malaysia

Privacy enquiries: [email protected]

Phone: +60 4-263 8419