B5edmtak ("we", "us", "the platform") connects people in Lebanon who need a device repaired with verified repair technicians, and manages the job from booking to warranty. This policy explains what personal data we collect, why, who can see it, and what you can ask us to do with it. We operate from Beirut, Lebanon, and handle personal data in line with Lebanese law, including Law No. 81/2018 on Electronic Transactions and Personal Data.
1. What we collect
If you book a repair (customers):
- Your name and mobile number (your number is how you log in).
- Your request: the type of device, a description of the problem, photos you upload, the area you're in, the location pin you place on the map, any address details you add, and your preferred time.
- The history of your jobs: the diagnosis, quotations, your decisions, payments recorded by the technician, your confirmation or correction of those amounts, warranty claims, and cancellations with the reason you gave.
- Reviews you leave.
- Your choice about WhatsApp updates on your requests (on or off), and when and where you made it.
If you apply or work as a technician:
- Your name, mobile number and a short bio.
- The categories you repair and the districts you work in.
- Photos of your ID document (front and back).
- Your consent to receive job alerts on WhatsApp, and when you gave it.
- Your work on the platform: jobs assigned, accepted or rejected, diagnoses, quotations, payments you recorded, your commission balance, settlements, statements and ratings.
If you use the chat on our website: your messages and what you tell the assistant - see section 4.
If you join the waitlist: your mobile number, and optionally your name, the device type, your area and a note.
When you use the site: a login session cookie and security cookies needed for the site to work, and technical logs (such as your IP address) that we use to protect the service against abuse.
2. Why we use it
- To create and secure your account and log you in with a code sent to your phone.
- To take your request, match it with a technician who covers your area and device type, and manage the job: diagnosis, quotation, repair, payment, warranty and support.
- To send technicians job alerts (only if they agreed to receive them).
- To send you updates about your requests on WhatsApp - a technician accepted your request, your quotation is ready or has changed, a payment was recorded, or your request was cancelled - if you turned them on.
- To keep accurate records of payments, commissions and settlements, and to check that recorded amounts match what customers paid.
- To handle warranty claims, cancellations, complaints and disputes.
- To show technicians' ratings to our team and help us assign work fairly.
- To understand demand (for example, which areas are asking for service) and improve the platform.
- To meet legal obligations and protect our users and the platform.
We don't sell your personal data, and we don't use it for advertising.
3. Who can see it
- The technician assigned to your job sees your name, phone number, your description and photos, your location pin and address details, and your preferred time - only for the jobs assigned to them. If a job is moved to another technician, the first technician no longer sees it.
- You see the name of the technician handling your job.
- Our team (platform administrators) can see account and job information to run the service, review applications, handle support, warranty claims and disputes. Technicians' ID documents are stored privately and can only be opened by our administrators.
- Service providers we rely on to run the platform: Google (maps, when you view or place a location pin), Anthropic (the AI chat assistant - see section 4), Meta/WhatsApp (to deliver WhatsApp messages: login codes, technicians' job alerts and customers' updates about their requests), Postmark (to send our team's email alerts, which can include the name and phone number of a customer or technician, details of a request, a chat message or a note you wrote), and our hosting provider. They process data on our behalf and only for these purposes. Some of them may process data outside Lebanon.
- Authorities, where the law requires it.
Reviews are not public: a review is seen by you, the technician it's about, and our team.
4. AI chat assistant
The chat on our website is answered by an AI assistant, not by a person. The assistant is provided by Anthropic (Claude), which processes your chat messages on our behalf to write the replies. It helps you prepare a booking; nobody from our team replies in the chat. If you ask for a person, the chat shows our contact details and our team is notified with your last message.
What we store:
- your messages and the assistant's replies;
- the booking details collected in the chat (device type, problem description, area, address details, preferred time) and how many photos you attached;
- the language you write in;
- your ratings of the replies (👍/👎) and the optional comment;
- technical data: a hashed (not readable) form of your IP address, response times, and the cost of each reply.
If you're logged in when you chat, the chat is linked to your account.
What the AI receives - and what it doesn't:
- It receives your chat messages, with phone numbers removed, and the booking details collected so far.
- If you're logged in and ask about your existing requests, it also sees their number, device type, status and, once a technician has accepted the job, the technician's first name.
- It never receives your photos (only how many you attached) or your map pin - those go only to your booking and the technician handling it.
- If you're a technician, your first name may be shown to the AI when a customer asks about a job you accepted.
Weekly quality review: once a week, chats that had a problem (for example a reply rated 👎, a misunderstanding, or a chat that ended without a booking) are summarised by the AI to help us improve the assistant. Before that, the transcripts are shortened and masked: phone numbers, email addresses, request numbers and other long numbers are removed. The result is a list of suggestions that our team reviews; nothing changes automatically.
How long we keep chats:
- A chat with no message from you is deleted after one day.
- A chat that didn't lead to a booking is deleted 90 days after it was last used, with its photos.
- For a chat that led to a booking, its messages are deleted after 12 months; the booking itself is kept as described in section 5 (photos you sent in the chat become part of the booking).
- Weekly review results (masked suggestions) are deleted after 12 months.
You can ask us to delete a chat sooner using the contact details in section 10.
5. How long we keep it
- Account and job records are kept while your account is active, and afterwards for as long as we need them for warranty periods, accounting records, and resolving disputes.
- Payment, commission and settlement records are kept as financial records and are not edited or deleted; corrections are recorded as new entries.
- Technicians' ID documents are kept while the technician account exists and are deleted when the account is deleted.
- Waitlist entries are kept until we've contacted you or you ask us to remove them.
- Technical logs are kept for a short period for security.
6. Your choices and rights
You can ask us to:
- give you a copy of the personal data we hold about you;
- correct data that is wrong (for example, your phone number);
- delete your account and data - we'll do this unless we need to keep certain records for legal, accounting, warranty or dispute reasons, in which case we'll tell you what we keep and why;
- stop sending you WhatsApp job alerts (technicians).
Customers can turn WhatsApp updates about their requests on or off at any time on the My Jobs page, or with the switch when booking a repair.
To make a request, contact us using the details below. We may ask you to confirm the request from your registered mobile number.
7. Security
We protect your data with access controls, encrypted connections (HTTPS), private storage for sensitive documents, and limits on repeated login attempts. No system is perfectly secure, but we work to protect your data and will act promptly if something goes wrong.
8. Children
The platform is intended for people aged 18 or over.
9. Changes to this policy
If we change this policy, we'll update the version and date above and, for important changes, let you know in the app.
10. Contact
B5edmtak - Lebanon
Email: support@b5edmtak.com
Phone / WhatsApp: +961 70 113 186