Wellno Pte. Ltd. (UEN 202610135R) ("Wellno", "we", "us", "our") operates wellno.sg and sells water purifiers, floor cleaners and related home appliances, accessories, filters and services in Singapore.

We take your privacy seriously. This Privacy Policy explains what personal data we collect, why we collect it, who we share it with, and the choices and rights you have. It is written in line with the Singapore Personal Data Protection Act 2012 ("PDPA") and, where relevant, the Spam Control Act.

By using wellno.sg, buying from us, booking an installation or service visit, or contacting us, you agree to this Privacy Policy.

1. What we mean by "personal data"

Personal data is data about an individual who can be identified from that data, or from that data combined with other information we have or are likely to have access to. Examples include your name, contact details, delivery address, and order history.

If you only browse wellno.sg without submitting any details, we do not set out to identify you individually. We do still collect technical and usage data through cookies and similar technologies — see section 7.

2. Personal data we collect

Depending on how you interact with us, we may collect:

Identity and contact data

  • Name
  • Email address
  • Mobile number
  • Delivery and billing address, unit number and postal code
  • Account login details if you create an account on wellno.sg

Transaction data

  • Products ordered, order value, order and invoice numbers
  • Payment method and the last four digits and card type of your payment card
  • Delivery, installation and service appointment details
  • Warranty registration details, serial numbers and service history
  • Refund, return and exchange records

We do not collect or store your full credit or debit card number, CVV or bank login credentials. Payments are processed directly by our payment providers on their own secure systems.

Installation and servicing data

  • Information needed to carry out an installation or service visit, such as your property type, tap and plumbing setup, sink or countertop configuration, and photographs you send us of the installation area
  • Preferred appointment dates and access instructions

Communications data

  • Your messages to us by email, WhatsApp, phone, contact form, live chat, or social media, and our replies
  • Customer service notes, warranty claims and complaint records
  • Survey responses, reviews, testimonials and feedback
  • Call recordings, where we tell you a call is being recorded

Marketing data

  • Your subscription status for our email, SMS or WhatsApp updates
  • Which of our emails you open and which links you click
  • Your responses to promotions, contests, giveaways and referral programmes

Technical and usage data

  • IP address, approximate location derived from it, browser type and version, device type, operating system, screen size and language
  • Pages you view, products you look at, items added to cart, time on site, referring website and search terms
  • Cookie and pixel identifiers

Data about other people you give us

If you give us someone else's personal data — for example a recipient's name and address for a gift delivery, or a referral — you confirm you have that person's consent to share it with us for that purpose.

3. How we collect personal data

  • Directly from you, when you place an order, create an account, register a warranty, subscribe to updates, enter a contest, request a quote, book a service visit, leave a review or contact us.
  • Automatically, through cookies, pixels, tags and server logs when you use wellno.sg.
  • From third parties, such as our payment providers, delivery partners, marketplace and retail partners where you bought a Wellno product, advertising and analytics platforms, and social media platforms where you message or interact with us.

4. Why we use your personal data

We use your personal data for the following purposes:

Fulfilling your order and providing our services

  • Processing and delivering your order, and taking payment
  • Scheduling, confirming and carrying out installation, filter replacement and service visits
  • Registering and honouring your product warranty
  • Handling returns, exchanges, refunds and repairs
  • Providing customer support and answering your enquiries

Running our business

  • Maintaining accounts, records and invoices, including as required by Singapore tax and accounting laws
  • Verifying your identity when you contact us about an order or warranty
  • Detecting, preventing and investigating fraud, payment disputes, abuse of promotions and other misuse
  • Improving our products, website, packaging, service quality and training

Marketing and communications (where you have consented, or where the law otherwise allows)

  • Sending you product updates, launches, promotions, restock alerts and newsletters by email, SMS or WhatsApp
  • Showing you relevant advertising on platforms such as Meta (Facebook and Instagram), Google and TikTok, including through custom and lookalike audiences
  • Inviting you to review a product you bought, and publishing reviews you submit
  • Running contests, giveaways and referral programmes

Legal and compliance

  • Complying with applicable laws, regulations and lawful requests from authorities
  • Enforcing our Terms & Conditions and protecting our legal rights

We rely on your consent, on deemed consent where you voluntarily give us data for an obvious purpose such as delivering your order, and on the exceptions permitted under the PDPA — including legitimate interests such as fraud prevention and securing our systems. Where we rely on legitimate interests, we have assessed that the benefit outweighs any adverse effect on you.

We will not use your personal data for a new purpose that is unrelated to the above without telling you and, where required, obtaining your consent.

5. Who we share your personal data with

We do not sell, rent or trade your personal data.

We share it only as set out below, and only with the minimum data needed:

  • Our e-commerce and website platform — Shopify, and the apps installed on our store for reviews, chat, email and analytics: to host wellno.sg, process orders and store customer and order records.
  • Payment providers — the card, PayNow and instalment payment providers we use, and the card networks and banks behind them: to take payment, issue refunds, prevent fraud and handle chargebacks.
  • Delivery and logistics partners — to deliver your order and arrange redelivery.
  • Installation and service technicians, including appointed subcontractors — to carry out installation, filter changes, repairs and warranty service at your address.
  • Marketing, email and messaging platforms — to send our updates, manage subscriptions and measure campaigns.
  • Advertising and analytics platforms such as Meta, Google and TikTok — to measure advertising performance and show you relevant ads.
  • Professional advisers — accountants, auditors, insurers and lawyers, for accounting, audit, insurance and legal advice.
  • Authorities and regulators — where we are required or permitted by law to disclose, or to establish or defend legal claims.
  • An acquirer or successor — if we restructure, merge, or sell all or part of our business, subject to the acquirer honouring this Privacy Policy.

Service providers acting on our behalf are data intermediaries under the PDPA. We require them by contract to process your personal data only on our instructions, to protect it, and not to use it for their own unrelated purposes.

6. Transfers outside Singapore

Some of our service providers store or process personal data outside Singapore — for example Shopify and our email, advertising and analytics platforms.

Where we transfer your personal data overseas, we take reasonable steps to ensure the recipient provides a standard of protection comparable to the PDPA, usually through contractual commitments with the service provider.

7. Cookies and similar technologies

wellno.sg uses cookies, pixels, tags and local storage. We use them to:

  • Keep the site working — remember your cart, keep you logged in, secure checkout. These are necessary and the site will not work properly without them.
  • Understand how the site is used — which pages and products get attention, where visitors drop off, so we can improve the site.
  • Measure and target advertising — including the Meta Pixel and, where we use them, Google and TikTok tags. These let us measure which ads lead to purchases and show ads to people likely to be interested in our products.

You can block or delete cookies in your browser settings, and you can reset or limit your advertising identifier on your device. If you block necessary cookies, parts of wellno.sg — including checkout — may stop working.

You can also opt out of personalised advertising directly with the platforms, for example in your Meta ad preferences, Google Ads Settings, or TikTok settings.

We do not currently respond to "Do Not Track" browser signals, as there is no common standard for them.

8. Marketing: your choices

Email and messaging. If you have given us consent, we may send you marketing emails, SMS or WhatsApp messages. Every marketing email includes an unsubscribe link, and you can reply "STOP" or "UNSUBSCRIBE" to our marketing SMS or WhatsApp messages. We act on unsubscribe requests promptly and in any case within 30 days.

Do Not Call Registry. Before sending marketing messages to a Singapore telephone number, we check the Do Not Call Registry as required by the PDPA, unless you have given us clear and unambiguous consent in writing or another accessible form to receive them.

Transactional messages. Even if you opt out of marketing, we will still send you messages we need to send to serve you — order confirmations, delivery and installation updates, warranty and service notices, filter replacement reminders, receipts, recall notices and replies to your enquiries.

9. Withdrawing consent

You may withdraw your consent to our collection, use or disclosure of your personal data for any purpose, at any time, by contacting our Data Protection Officer using the details in section 14.

We will act on your request within a reasonable time and tell you the likely consequences. Withdrawing consent for purposes that are necessary to serve you — for example processing a delivery, honouring a warranty or scheduling a service visit — may mean we can no longer provide that product or service to you.

Withdrawing consent does not affect our right to retain personal data where we are required or permitted by law to do so, for example accounting records.

10. Access and correction

Under the PDPA you may ask us:

  • For access — what personal data about you we hold or control, and how we have used or disclosed it in the past year.
  • For correction — to correct an error or omission in your personal data.

Send your request to our Data Protection Officer (section 14). We may ask you to verify your identity. We will respond as soon as reasonably possible, and usually within 30 days; if we need longer, we will tell you when to expect our response.

There is no charge for a correction request. We may charge a reasonable fee for an access request to cover the cost of responding, and we will tell you the fee before we proceed so you can decide whether to continue.

We may refuse a request in the limited circumstances set out in the PDPA — for example where the data is subject to legal privilege, where disclosure would reveal confidential commercial information, or where it would threaten another person's safety. If we refuse, we will tell you why.

Where we correct your personal data, we will send the corrected data to every organisation we disclosed it to in the past year, unless that organisation no longer needs it.

You can also update much of your information yourself in your wellno.sg account, if you have one.

11. Accuracy and retention

Accuracy. We make a reasonable effort to keep your personal data accurate and complete, especially where we use it to make a decision that affects you or pass it to another organisation. Please tell us when your contact or delivery details change — it is the most common cause of failed deliveries and missed service visits.

Retention. We keep your personal data only for as long as we need it for the purposes in section 4, or for as long as a legal or business requirement applies. In practice:

  • Order, payment and invoice records: at least 5 years, to meet Singapore tax and accounting requirements
  • Warranty and service records: for the warranty period and a reasonable time after it, so we can handle later claims and service history
  • Marketing subscription records: until you unsubscribe, plus a record of the unsubscribe so we do not contact you again
  • Enquiries that do not lead to a purchase: up to 24 months
  • Website analytics and advertising data: in line with each platform's retention settings

When personal data is no longer needed for any legal or business purpose, we delete it or anonymise it.

12. How we protect your personal data

We put in place reasonable physical, electronic, administrative and managerial measures to protect personal data in our possession or control against unauthorised access, collection, use, disclosure, copying, modification, disposal or loss. These include:

  • Encryption of wellno.sg traffic using HTTPS, and encryption of data held by our platform providers
  • Access on a need-to-know basis, with individual accounts and multi-factor authentication on key systems
  • Restricting what our technicians and service partners can see to the job at hand
  • Contractual data protection obligations on our service providers
  • Staff briefing on handling customer data, and prompt removal of access when someone leaves or a partner engagement ends
  • Secure disposal of documents and devices containing personal data

No method of transmission or storage is completely secure. While we work hard to protect your personal data, we cannot guarantee absolute security, and you are responsible for keeping your account password confidential.

13. Data breaches

If a data breach occurs that is likely to result in significant harm to affected individuals, or is of a significant scale, we will notify the Personal Data Protection Commission within 3 calendar days of determining that it is a notifiable breach, and notify affected individuals as soon as practicable, as required by the PDPA. We will also take steps to contain the breach and to reduce the chance of it happening again.

14. Data Protection Officer and how to contact us

Our Data Protection Officer is responsible for ensuring we comply with the PDPA. For any question, request, withdrawal of consent or complaint about personal data:

Data Protection Officer, Wellno Pte. Ltd.
Email: joel.limxh@gmail.com
Phone: +65 8243 4485
Address: 8 Burn Road #01-04, Trivex, Singapore 369977

Please mark your message "PDPA request" so we can route it quickly, and tell us what you are asking for and how to verify you.

15. Complaints

If you are not satisfied with how we have handled your personal data, please contact our Data Protection Officer first — most issues can be sorted out quickly. We will acknowledge your complaint and tell you the outcome of our review.

If you remain dissatisfied, you may lodge a complaint with the Personal Data Protection Commission of Singapore at pdpc.gov.sg.

16. Minors

wellno.sg is intended for adults. We do not knowingly collect personal data from anyone under 13 years old without the consent of a parent or guardian. If you are under 18, please involve a parent or guardian before buying from us or giving us your personal data. If you believe a child has given us personal data, contact our Data Protection Officer and we will delete it.

17. Third-party websites and platforms

wellno.sg links to and embeds content from other websites and platforms — for example payment providers, review platforms, social media, marketplaces and YouTube. Those sites have their own privacy policies and we are not responsible for how they handle your personal data. Please read their policies before giving them your information.

18. Changes to this Privacy Policy

We may update this Privacy Policy from time to time as our products, services, systems or legal obligations change. The current version is always the one published on this page. If a change materially affects how we use your personal data, we will take reasonable steps to notify you, for example by email or a notice on wellno.sg. Your continued use of wellno.sg after a change takes effect means you accept the updated policy.

This Privacy Policy is governed by the laws of Singapore. Nothing in this policy restricts any right you have under the PDPA.