Your privacy at LUMINA
Your home details belong in your booking, not in advertising.
Information used to provide your service
We use your account and contact details, apartment address, confirmed entrance, booking history, service preferences and payment references to arrange and fulfil cleaning, handle support, and maintain required records. Card details are handled by Stripe’s secure payment interface.
If you don’t finish a booking
When you add your address, we ask for your mobile number or email. If you leave before paying, we keep them with the choices you made (team size, hours, supplies and frequency), the area you chose and how far you got, including when your address was outside our service area or no time was free. Our team may contact you by phone, WhatsApp or email to help you finish, and we may show you reminders on Google, Meta and TikTok. We use the areas people ask for to plan where we expand. These details are deleted with your account or when you ask us.
Messages about your booking
We send booking confirmations, reminders the day before, and changes to your visit by email and by WhatsApp to the mobile number you give us. If you contact our team by phone or message, we may send you a booking link the same way. The team is also told about new and changed bookings so they can prepare.
Analytics and advertising
We use analytics and advertising tools from Google (Google Analytics and Google Ads), Meta (Facebook and Instagram) and TikTok to understand how our website is used, measure and improve our ads, and show you relevant ads on those platforms. These tools are on by default for every visitor; we do not ask for consent before they start.
What these tools collect
Pages you view, the booking steps you complete, the service options you choose (team size, hours, supplies and frequency), prices shown and bookings you pay for, a “lead” event when you give your contact details, a “contact” event when you tap to chat with us on WhatsApp, and technical data such as your IP address, browser and device type, approximate location derived from your IP address, cookie identifiers (for example _ga, _fbp, _fbc and _ttp) and advertising click identifiers (for example gclid, fbclid and ttclid). When you give us your email address and phone number, we send them to Google, Meta and TikTok only in hashed (SHA-256) form so they can match your visit to an account on their platform.
How the data is sent
Tags run in your browser, and the same events are also sent from LUMINA's servers directly to Google, Meta and TikTok (server-side measurement, including Meta's Conversions API and TikTok's Events API). The Google tag and its requests can be served through LUMINA's own domain. This means measurement can continue when a browser extension blocks tracking scripts. Google, Meta and TikTok process this data under their own terms and privacy policies, and may process it outside the United Arab Emirates.
Your choices
You can turn analytics or advertising off at any time with Privacy choices at the bottom of every page, or in your account. Turning them off stops future collection from that browser or account; it does not affect booking or payment. Marketing emails are separate and only sent if you opt in. Essential booking updates and receipts remain part of your service. Measurement identifiers we store are kept for up to 90 days.
Maps and location
You place a pin on your building on the map so our cleaners find the right entrance. Your pin is saved with your account for future visits. Device location is optional and requested only when you choose to use it. We do not require background location.
Limited, purposeful sharing
Service providers support authentication, payments, maps, hosting, communications, analytics and advertising. Authorized LUMINA staff and the cleaners assigned to your visit receive the information needed to fulfil or support it. Visit locations and times, without your name, notes or access details, may be processed by AI route-planning services (OpenAI or Google) to plan the team’s daily routes. We never send your apartment address, entrance coordinates, access notes or payment card details to analytics or advertising platforms.
Access, correction and deletion
You can update your profile and manage preferences in your account. To delete your account, contact LUMINA. Some transaction or operational records may need to be retained for existing bookings, refunds or legal obligations. Contact LUMINA to ask about your data or exercise applicable rights.
Before publication
LUMINA must complete the controller’s legal contact details, processor and transfer information, retention schedule and effective policy date before this notice becomes final. The final notice will describe the services actually enabled.