Privacy Policy.

Section 01Information We Collect

We may collect the following types of information:

• Personal Information: Name, phone number, email address, residential or business address, and any other details you voluntarily provide.
• Service-Related Information: Details about your locks, doors, digital locks, access issues, photos of premises (taken only with your consent), and service history.
• Payment Information: We process payments securely through Cash, PayNow, PayLah!, and major credit cards (Visa, Mastercard, Amex, UnionPay). We do not store full credit card details.
• Website & Technical Data: IP address, approximate location (city and country), browser type, device and operating system, screen size, pages viewed, time on page, scroll depth, clicks, referrer, and marketing source (including campaign tags).
• Lead and contact events: Clicks on WhatsApp, phone and email links, and submissions of the website contact form (including the name, mobile number, email and job details you send).
• Session recordings and heatmaps: A replay of your visit (pages, clicks and scroll) and aggregated click/scroll maps, used to see how the website is used. Text typed into form fields is masked in the recording so the replay does not show the characters you entered.

Section 02How We Collect Your Information

• Directly from you via phone calls, WhatsApp, email, website contact forms, or when you request a quote or service.
• Automatically through our website, including cookies, Google Tag Manager, Google Analytics 4, and HeyLead Insights (session recording, heatmaps and conversion events).
• From third parties only when you are referred to us or when required for service delivery.

Section 03How We Use Your Information

We use your personal data to:

• Provide and deliver our locksmith, emergency lockout, and digital lock installation services.
• Respond to enquiries, schedule appointments, and communicate with you.
• Process payments and issue receipts.
• Improve our services, website functionality, and customer experience.
• Measure how visitors use ketch.sg, which pages they view, and which contact methods they use (WhatsApp, phone, email or the contact form).
• Review session recordings and heatmaps so we can find problems on the site and improve it.
• Send service reminders, updates, or promotional information (only with your consent).
• Comply with legal and regulatory obligations.

Section 04Sharing of Your Information

We do not sell your personal data to third parties. We may share your information only in the following limited circumstances:

• With trusted service partners (e.g. payment processors, authorised Simon digital lock suppliers, or delivery partners) who assist us and are bound by strict confidentiality.
• With Google (Google Analytics 4 and Google Tag Manager) so we can measure visits and conversion events.
• With HeyLead, our website analytics provider, which collects session recordings, heatmaps, cookies that identify a visit, and lead events (WhatsApp, phone, email and form) on our behalf.
• When required by law, court order, or government authorities.
• To protect the rights, safety, or property of Ketch Locksmiths, our customers, or the public.

Section 05Data Security

We implement reasonable technical and organisational security measures to protect your personal data against unauthorised access, loss, misuse, alteration, or disclosure. All data is stored securely and accessed only by authorised personnel.

Section 06Your Rights under the PDPA

You have the right to:

• Access and request a copy of your personal data.
• Correct any inaccurate or incomplete data.
• Withdraw consent for the collection, use, or disclosure of your data.
• Request deletion of your data (subject to legal or legitimate business requirements).

To exercise any of these rights, simply contact us using the details below.

Section 07Cookies, Analytics and Session Recording

We use cookies, tags and similar technologies on ketch.sg, together with Google Tag Manager, Google Analytics 4, and HeyLead Insights (session recording, heatmaps and conversion events).

These tools may collect:

• pages you view, how long you stay, how far you scroll, and which buttons or links you click;
• device, browser, operating system, screen size, and approximate location from IP address (city and country);
• the source of your visit (for example a search engine, social network, or campaign tag);
• conversion events, including clicks on WhatsApp, phone and email links, and contact form submissions;
• a recording of your browsing session (pages, clicks and scroll) so we can see how the website is used.

In session recordings, text typed into form fields is masked so the replay does not show the characters you entered. If you submit the contact form, the details you send are stored so we can respond to you, and a matching lead event is stored in our analytics.

Cookies we set or allow include essential cookies needed for the site to work, Google Analytics cookies (such as _ga), and HeyLead Insights cookies that remember a visitor and a visit (hl_visitor_id and hl_session_id).

If your browser sends a Do Not Track signal, HeyLead Insights will not record the visit. You can also block or delete cookies in your browser settings. Blocking analytics cookies may limit how we measure the site, but you can still use it.

Section 08Data Retention

We retain contact and job records only for as long as necessary to deliver the service, keep a service history, and meet legal requirements. Website analytics, conversion events, heatmaps and session recordings are kept only as long as needed to improve the website and our marketing, then deleted.

Section 09International Data Transfers

Your data is held in connection with our Singapore business. Analytics, conversion events and session recordings may be processed outside Singapore, including in the United States, by Google and by HeyLead on the infrastructure they use to provide the service. Where a transfer outside Singapore occurs, we take steps so that appropriate safeguards are in place.

Section 10Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The revised version will be posted on this page with an updated “Last Updated” date. We encourage you to review it periodically.

Section 11Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our handling of your personal data, please reach out to us:

Ketch Services
60 Paya Lebar Road
#06-28 Paya Lebar Square
Singapore 409051

Phone: +65 8818 3193
Email: kenneth@ketch.sg

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By using our website or services, you consent to the practices described in this Privacy Policy.