Customer Privacy Policy

Introduction

Kelin (Pvt) Ltd ("Kelin", "we", "our" or "us") operates https://www.kelin.lk, its applications and related service-coordination platforms. Kelin provides service coordination, personal assistance and related support services. Depending on the customer's request, Kelin may coordinate services through independent Suppliers or provide selected services directly. This Policy explains how Kelin collects, uses, shares, protects and retains customer personal data. It should be read together with the applicable Kelin customer policies.

Information We Collect

We seek to collect information that is relevant and reasonably necessary for the applicable purpose. Depending on your use of Kelin, we may collect:

• Identity and contact information, including your name, email address, phone number and service address.
• Account and profile information, including usernames, preferences and account settings.
• Identification documents where reasonably necessary for verification or a particular service.
• Booking and service-request information, including locations, dates, times, instructions and preferences.
• Communication records, enquiries, complaints and feedback.
• Payment amounts, transaction references, invoices, refund records and payment status.
• Location information where necessary for a requested service.
• Device, technical, usage, session and security information.
• Health or other sensitive information where necessary for a requested service and processing is permitted under applicable law.

How We Collect Information

Information may be collected directly from you through account registration, bookings, forms, messages, payments, support requests and your use of the platform. Where lawful and necessary, information may also be obtained from a relevant Supplier, payment provider or authorized verification source.

How We Use Information

We may use personal data to:

• Create, maintain and secure customer accounts.
• Receive, assess and coordinate service requests.
• Match customers with suitable Suppliers.
• Arrange appointments and communicate service updates.
• Prepare quotations, invoices, payment records and refunds.
• Provide customer support and investigate complaints.
• Prevent fraud, abuse and unauthorized access.
• Maintain operational, financial and security records.
• Improve our services and platform reliability.
• Meet applicable legal, regulatory and record-keeping requirements.
• Send service-related communications.
• Send promotional communications where permitted by applicable law and any required consent has been obtained.

Lawful Processing

Kelin processes personal data only where an applicable lawful basis and any required conditions are satisfied. Depending on the circumstances, this may include consent, steps requested before entering an agreement, contractual necessity, legal obligations or another basis permitted by applicable law. Where processing relies on consent, you may withdraw consent subject to applicable law. Withdrawal does not retrospectively invalidate processing that was lawful before withdrawal.

Sharing Information

Kelin does not sell customer personal data. Information will be shared only to the extent reasonably necessary for the relevant purpose, subject to applicable law and appropriate safeguards. We may share relevant information with:

• Suppliers involved in delivering or coordinating your requested service. Payment service providers.
• Hosting, authentication, database, storage and communications providers.
• Authorized professional advisers and business service providers.
• Government, regulatory or law-enforcement authorities where required or permitted by law.

Supplier Access

A Supplier may receive information such as your name, contact details, service location, appointment time and relevant service instructions. Suppliers must use customer information only for authorized purposes, protect it against unauthorized access and avoid unrelated marketing or disclosure.

International Processing

Some technology or infrastructure providers may process personal data outside Sri Lanka. Where this occurs, Kelin will assess and apply the transfer requirements and safeguards applicable under Sri Lankan law at the relevant time.

Data Retention

Kelin retains personal data only for as long as reasonably necessary for service delivery, account management, financial records, customer support, security, dispute resolution and applicable legal obligations. Some records may need to be retained after account closure where required or permitted by law.

Security

Kelin implements appropriate technical and organizational measures designed to protect personal data. These may include access controls, secure communications, infrastructure protections, monitoring and backup or recovery mechanisms. No electronic system can be guaranteed completely secure.

Your Privacy Rights

Subject to applicable law and its conditions, you may have rights to request access, correction or completion, erasure, withdrawal of consent, objection to certain processing and review of certain automated decisions. Contact support@kelin.lk to submit a request. Kelin may verify your identity and apply lawful exceptions or retention requirements.

Cookies and Technical Information

Kelin may use essential cookies and similar technologies for authentication, security, preferences and core website functionality. Analytics or third-party technologies may also be used where enabled and lawfully permitted. See the Kelin Cookie Policy for further information.

Children's Privacy

Kelin's customer accounts are intended for adults. Where Kelin processes personal data relating to children, it will apply the safeguards and lawful conditions required by applicable law.

Changes to This Policy

Kelin may update this Policy to reflect changes in services, technology, data practices or legal requirements. Material changes may be communicated through appropriate channels.

Contact

Kelin (Pvt) Ltd Privacy Contact: Kelin Support Team Email: support@kelin.lk Website: https://www.kelin.lk