Privacy Policy

Downtown Services (“we”, “us”, “our”) provides technical, maintenance and cleaning services to residential and commercial clients in Dubai and Abu Dhabi. This policy explains what personal information we collect when you contact us, book a service, or use this website, and what we do with it.

It applies to inquiries made through this website, by telephone, by WhatsApp, by email and in person at your property. It does not apply to third-party websites that we may link to; those sites operate their own policies and we have no control over them.

We deliberately keep collection to what a maintenance job actually requires. In practice that means:

• Contact details: your name, mobile number, email address and the address or community of the property concerned.
• Job information: a description of the fault or the work required, the property type, the equipment installed, and any photographs or videos you choose to send us.
• Service history: a record of the visits we have made to the property, the readings taken, the parts fitted and the invoices raised.
• Access information: building management contacts, permit references, security instructions and preferred appointment windows.
• Website information: basic technical data such as your browser type, approximate location and the pages you visited, collected in aggregate for analytics.

We do not ask for, and do not want, financial account details, identity documents, or any special category information such as health data. If you send such information to us unprompted, we will delete it.

Every use falls into one of five purposes:

• To respond to your inquiry and prepare an accurate quotation.
• To schedule, deliver and document the work you have booked.
• To maintain a service history for the property, which materially improves diagnosis on later visits.
• To raise invoices and keep the accounting records we are required by law to keep.
• To send service reminders, and occasional offers if you have agreed to receive them.

We do not sell your information. We do not share it with advertisers, data brokers or lead-generation companies. We do not use it to build profiles for any purpose beyond serving your property well.

Personal information is shared only where it is necessary to deliver the service you have asked for:

• The technician and supervisor attending your property.
• Building management or an owners' association, where a work permit or contractor registration requires it.
• A specialist subcontractor, in the limited cases where a scope requires a trade we do not hold in house, and only the detail that the specialist needs.
• Our accountants and auditors, for statutory record-keeping.
• A competent authority, where we are legally obliged to disclose.

Anyone we share information with is bound by confidentiality obligations and may use it only for the purpose we disclosed it for.

Inquiry records that do not lead to a booking are deleted after twelve months.

Job and service records are retained for five years from the date of the work. This is partly a legal and accounting requirement, and partly because the history of a property is genuinely useful the next time something fails on it.

Marketing consent records are kept for as long as the consent is active, plus two years afterwards so we can evidence that consent was properly given and withdrawn.

You may ask us at any time to:

• Tell you what information we hold about you.
• Correct anything that is inaccurate or out of date.
• Delete information we no longer need to keep.
• Stop sending you marketing messages, which we will action immediately.
• Provide your information in a portable format.
• Restrict or object to a particular use.

Write to info@downtownservices.ae with the word PRIVACY in the subject line. We acknowledge within two working days and respond substantively within thirty days. There is no charge for a reasonable request.

Access to customer records is restricted to staff who need it to do their job. Devices used in the field are password protected. Records are backed up, and physical paperwork is stored securely and destroyed when it is no longer needed.

No system is perfect. If a breach occurs that is likely to affect your rights, we will notify you and the relevant authority without undue delay, explain what happened, and tell you what we are doing about it.

We photograph work in progress and on completion as part of our documented method, before-and-after duct camera footage, tank interiors, first-fix records and finished installations.

These images are retained as part of the job record. We will only use them publicly: on this website or in marketing, with your explicit written permission, and never in a way that identifies the property or the occupier.

This policy was last updated on 18 August 2026. When we change it materially we will update this page and change the date. Continued use of our services after a change indicates acceptance of the revised policy.