Privacy Policy
A privacy policy is only useful if a household can understand what happens to its data. This page explains what Lotus Smart Living Pte Ltd collects, why we use it, how long we keep it and how you can make a request.
Effective date: 1 June 2025
On this page
01 / Collection and use
What We Collect and Why
We ask for information that helps us respond, plan a home setup or support a service. Singapore's Personal Data Protection Act (PDPA) guides how we notify you, obtain consent where required and use personal data for stated purposes.
We keep each request specific.
| Information category | Why we use it | Reason and your choice |
|---|---|---|
| Website enquiries | Name, email address, phone number, flat type and the household need you describe. We use these details to reply and arrange a suitable conversation. | You provide these details to receive a response. You can choose what to include and can ask us to stop follow-up contact. |
| Consultation and installation | Assessment notes, agreed scope, device locations, configuration choices and service records help us plan installation and provide support. | Used to prepare or deliver the service you request, with consent or other applicable PDPA requirements observed. |
| Cookies and site activity | Essential cookies support basic site functions. Analytics cookies, where enabled, help us understand page performance and improve site content. | Essential storage supports the site. You can manage optional cookies through your browser settings; disabling them may affect some features. |
| Support communications | Messages, troubleshooting details and the service history linked to your request help our team resolve a reported issue. | Used to respond to your support request and maintain relevant service records. We do not use enquiry details for unrelated marketing without consent. |
02 / Care data and connected devices
Elderly-Care Data and Device Telemetry
Care technology can reveal routines inside a home. We explain the data involved before monitoring is enabled, and we ask the account holder or authorised household contact to confirm the setup.
Consent comes before monitoring.
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Sensor-derived signals
Depending on the devices installed, this can include movement, door activity, room occupancy or changes in a device's operating state. Non-camera sensing is the default for care monitoring.
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Device telemetry
Devices may send status, connectivity, battery, error and software version information. We use this telemetry to check performance, maintain the system and diagnose faults.
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Alerts and caregiver records
Configured alerts and acknowledgement records help approved household contacts follow up. They are not a medical record or a diagnosis.
03 / Handling your information
Sharing, Retention and Security
We share information only where it is needed to provide the service, maintain devices, meet legal requirements or respond to a request. Access to caregiver information is limited by assigned roles.
Access is kept role-based.
When we share data
We use service providers under arrangements that require appropriate handling of personal data. They receive only information needed for their work.
- Hosting and cloud providers store service information and support the operation of our website or connected tools.
- Customer support providers help manage enquiries and service cases.
- Device manufacturers may receive limited diagnostic details when fault investigation or device support requires it.
- We may disclose information where Singapore law requires it or where needed to protect a person's safety.
When a provider processes data outside Singapore, we take steps to require protection comparable to the PDPA.
How long we keep it
We keep information only for as long as it serves the stated purpose or a legal record-keeping requirement applies.
- Unconverted enquiries: 12 months after our last contact.
- Consultation and installation records: while the service is active and for 24 months after it ends.
- Care event data: 30 days, unless a reported incident or support case requires a longer review.
- Device telemetry: up to 24 months for maintenance and fault diagnosis.
- Consent and access logs: 5 years after withdrawal or service closure.
- Financial records: 5 years after the relevant financial year, where required for Singapore record-keeping.
After the relevant period, we delete or de-identify the information unless a legal or active case requires retention.
How we protect it
We use safeguards suited to the information and service, including:
- Access restrictions for staff and authorised support personnel.
- Encryption in transit for supported service connections.
- Periodic access reviews and account permission checks.
- Role-based visibility in caregiver tools, so each approved user sees only the functions assigned to their role.
No connected system can be guaranteed secure in every circumstance. Contact us promptly if you believe an account or device has been accessed without permission.
04 / Requests and support
Your Rights and How to Reach Us
You can contact us about personal data you have provided or information linked to your household service. We may ask for enough detail to verify your identity and locate the relevant record.
You can ask us directly.
- Request accessAsk what personal data we hold about you and how it has been used or disclosed, subject to applicable PDPA limits.
- Request a correctionTell us what is inaccurate or incomplete. We will review it and correct it where appropriate.
- Withdraw consentYou can withdraw consent for a purpose by contacting us. We will explain any service features that may be affected.
- Response timingWe aim to acknowledge requests within 5 business days and respond within 30 days. If a request needs longer, we will let you know.