This explains what we know about you, why we know it, who else sees it, how long we keep it, and how to make us change or delete it. It is written to be read, not to be survived.
In effect from 6 September 2026.
Twinsons Water Technologies, trading as FilterXpert, of 27/56, Attapara Lane, Sinthi, Baranagar, Kolkata 700050, West Bengal, India. Under India’s Digital Personal Data Protection Act 2023 we are the Data Fiduciary for the information described here — which is the law’s way of saying the decisions about your information are ours, and so is the responsibility for them.
You can reach us on +91 90739 08901 or at [email protected].
This is the full list, taken from our own records rather than written from a template. Not all of it applies to every customer — if we have never visited you, there are no visit photographs.
| Your name, phone number and email address | To know who you are, to reach you about a job, and to sign you in to the customer portal. Your mobile number is also your login. |
| Your address, and a map pin for it | So the technician arrives at the right door, and so we know which branch looks after you. |
| The machines in your home or premises | Make, model, serial number, where it is installed, when it was installed, and when the warranty or AMC runs out — so we bring the right filter and charge you correctly. |
| Your service history | What you complained about, what we found, what we did, which parts went in, what it cost, and whether the same fault came back. |
| Photographs taken during a visit, and your signature | Before-and-after photographs of the work, and the signature you draw on the technician’s phone to accept the job. This is how we can prove what was done. You can send us photographs too. |
| The location the technician checked in from | A single position fix taken at your door when the visit starts — evidence that the visit really happened, at your address, at that time. We do not track anyone continuously. |
| Payment records | What you paid, how, and when. If you pay by cheque we keep the cheque number, bank and dates. If you pay by UPI we keep the UPI ID and the payer name exactly as the bank reports it, so the next payment matches you automatically. If you send a payment screenshot, we keep it. |
| Messages between us | A copy of every message we send you by WhatsApp, SMS, email or browser notification, and your replies on WhatsApp including any photographs, voice notes or documents you send. This is how we can show you what you were told and when. |
| Notes and internal ratings our staff record | Free-text notes about your account, and an internal rating our staff use to prepare properly for a visit. It is used to serve you better; it is not shown to you on the portal, but you are entitled to ask for it and we will show you. |
| Your feedback and reviews | Stars, comments, and the review text you approved, together with how likely you said you were to recommend us. |
| Who referred you, or whom you referred | To credit loyalty points to the right person. This does link your record to another customer’s. |
| Sign-in information for the customer portal | If you switch on notifications, a token identifying that browser so we can send them. We do not record the internet address or the browser you sign in from. |
What we do not do. This website has no advertising, no analytics and no tracking pixels, and sets no cookies beyond what is needed to keep you signed in to the portal. We do not sell your information, we do not rent it, and we do not send it to anyone for their own marketing.
We use a small number of companies to run the system and deliver messages. They act on our instructions and may not use your information for their own purposes.
| Meta (WhatsApp Business Platform) | Delivers our WhatsApp messages and passes us your replies. Meta receives your phone number and the content of the messages. |
| MSG91 | Our SMS gateway. Receives your phone number and the text of the message. |
| Brevo | Sends email such as quotations and receipts. Receives your email address, the message, and any attached document. |
| Delivers browser notifications, if you switch them on. Google receives the notification and the token for your browser. | |
| Supabase | Hosts our database, our sign-in system and our stored files. Everything described on this page physically sits here. |
| Cloudflare | Serves this website and the customer portal, so it carries the pages you open and the links we send you. |
Nobody else. We do not share your information with other purifier companies, with data brokers, or with anyone for advertising. We will disclose information if the law requires it — a court order, a tax authority, or a lawful demand from the police.
Some of these companies process information outside India. In particular, a WhatsApp message travels through Meta’s systems abroad. Indian law permits this, and we will follow any restriction the Central Government imposes in future. We are telling you plainly rather than claiming everything stays in India, because it does not.
Your customer record, your machines and your service history are kept for as long as you are our customer, because that is the history the next visit depends on — a filter fitted four years ago still matters. Some things are deleted automatically on a timer:
Staff records are on their own timers, which are not about you: where a field engineer was while working, and the record of staff sign-in attempts.
Invoices, receipts and payment records are kept as long as tax law requires us to keep them, which is longer than any of the above, and we cannot delete them earlier even if you ask. Everything else is kept until you ask us to remove it, or until we no longer need it.
Under the Digital Personal Data Protection Act 2023 you may:
To use any of these, contact us at [email protected] or +91 90739 08901, from or quoting the mobile number on your FilterXpert account — that number is how we identify you. We will answer within 30 days.
Ask us at [email protected], or send DELETE on WhatsApp from your registered number, or call +91 90739 08901. Tell us the mobile number on the account.
We will delete your contact details, your address and map pin, your visit photographs and signature, your message history, and the notes and ratings staff have recorded — and we will tell the companies listed above to do the same. What we cannot delete is the tax record of what you bought and paid: invoices and receipts must be kept under Indian tax law. We would rather say that here than promise you a clean sweep and not deliver it.
Deleting your information ends the service relationship: without your address and machine history we cannot honour an AMC or a warranty claim.
Reply STOP to any WhatsApp message, or tell us by phone or email, and we will stop sending you offers and reminders. We will still contact you about a job you have booked — a technician on the way, or a payment receipt — because that is the service you asked for, not marketing.
We message you on WhatsApp only because you gave us your number and agreed to it. Those messages are appointment confirmations, a note when the technician sets out, service and AMC reminders, quotations and receipts.
Our service is bought by adults, and we do not knowingly collect information about anyone under 18. If we find that we have, we will delete it or ask a parent or guardian first. The same applies to anyone who has a lawful guardian.
Access is by named staff login, and each person sees only what their job requires — the database itself enforces this, not just the screens. Every consequential change is recorded with who made it. Information travels encrypted, files are stored privately rather than on public links, and the system is backed up daily. The companies listed above are bound by their own contracts with us.
No system is perfect, and we do not claim certifications we do not hold.
If your information is exposed or taken, we will tell you without delay — what happened, when, what it means for you, what we have done about it, what you should do, and who to ask. We will also report it to the Data Protection Board of India.
Our Grievance Officer is the Head of Operations, Twinsons Water Technologies, reachable at [email protected], +91 90739 08901, or by post at 27/56, Attapara Lane, Sinthi, Baranagar, Kolkata 700050. We answer complaints about your information within 30 days.
If you are not satisfied, you may complain to the Data Protection Board of India. Please raise it with us first — most things are a misunderstanding we can fix the same week.
Ask us and we will give you this notice in Bengali or Hindi.
If we change what we collect or who we share it with, we change this page and move the date at the top. If the change is significant, we will tell you directly.
A few quick questions — no long form. We'll call you back, usually within a couple of hours during business hours.