Balance Cog Contact

Legal

Privacy Policy

Last Updated: 15 June 2025  |  Effective Date: 15 June 2025

1. Introduction

Balance Cog ("we", "us", "our") operates a watch repair and timepiece restoration workshop at 27 Jalan SS 15/4B, 47500 Subang Jaya, Selangor, Malaysia. This Privacy Policy describes how we collect, use, store, and protect personal information provided to us through our website and in the course of our services.

This policy applies to personal data collected via our website contact form, email correspondence, telephone, and at our workshop. By engaging with us, you acknowledge that you have read this policy.

Questions about this policy may be sent to [email protected].

2. Data We Collect

We collect personal data only where necessary for providing our services or communicating with you. The categories of data we may hold include:

  • Name and contact details (email address, telephone number)
  • Postal address, where provided for correspondence or collection
  • Details of watches brought in for service, including descriptions and photographs
  • Service history and correspondence related to your pieces
  • Website usage data collected through analytics cookies (where consented)

We do not collect payment card data directly. Any payment processing is handled through a third-party provider and is not stored by us.

Legal basis for processing: contract performance (service delivery), legitimate interests (correspondence and service records), and consent (website analytics cookies).

3. How We Use Your Data

Personal data is used for the following purposes:

  • Responding to enquiries and arranging service appointments
  • Carrying out and documenting watch servicing and restoration work
  • Issuing invoices and service records
  • Contacting you about the status of work in progress
  • Retaining service history for follow-up or warranty purposes
  • Improving our website through aggregated, anonymised analytics data

We do not sell, rent, or share your personal data with third parties for marketing purposes. Service records may be shared with you or, at your written request, with a third party such as an insurance assessor or auction specialist.

Data retention: contact and service records are retained for seven years from the date of last service, in line with standard business record-keeping practice under Malaysian law. Website analytics data is retained for up to 26 months.

4. How We Protect Your Data

We take reasonable steps to protect personal data against unauthorised access, loss, or disclosure. Measures in place include:

  • Website hosted on servers with encrypted connections (HTTPS/TLS)
  • Physical service records held in a secured cabinet at the workshop
  • Digital records stored in password-protected systems with limited staff access
  • Email correspondence retained on secured mail servers

In the event of a data breach affecting personal data, we will notify affected individuals as promptly as reasonably practicable and in accordance with applicable Malaysian law, including the Personal Data Protection Act 2010 (PDPA).

5. Cookies

Our website uses cookies to ensure basic functionality and, where you have consented, to collect anonymised usage data. The categories of cookies used are described in our Cookie Policy. You may manage your cookie preferences at any time through that page or through your browser settings.

6. Your Rights

Under the Personal Data Protection Act 2010 (Malaysia), you have rights in relation to personal data we hold about you. These include the right to:

  • Access personal data we hold about you
  • Correct inaccurate or incomplete personal data
  • Withdraw consent to processing (where processing is based on consent)
  • Request erasure of personal data, subject to our legal retention obligations
  • Object to processing in certain circumstances
  • Request restriction of processing while a dispute is being resolved

To exercise any of these rights, contact us at [email protected]. We will respond within 21 days of receiving a verifiable request. In some cases, we may need to verify your identity before fulfilling a request.

If you are not satisfied with our response, you may contact the Department of Personal Data Protection Malaysia (PDPD) for further guidance.

7. Third-Party Links

Our website may contain links to external websites. We are not responsible for the privacy practices of those sites and recommend that you review their privacy policies before providing personal data. This policy applies only to our own website and operations.

8. Children's Privacy

Our services are directed at persons aged 18 and over. We do not knowingly collect personal data from persons under the age of 18. If we become aware that we have inadvertently collected such data, we will delete it promptly. If you believe we hold data about a minor, contact us at [email protected].

9. Policy Updates

We may update this policy from time to time. Where changes are material, we will post a notice on our website for a period of at least 30 days before the updated policy takes effect. Continued use of our website or services after that period constitutes acceptance of the revised policy. The current version is always available on this page.

10. Contact

For data protection enquiries: