Privacy Policy

1. Scope and our role

This policy applies to the TSS platform, portals, APIs, automation services and connected communication channels. Depending on the service, a property-management company or other workspace customer may determine why and how tenant, owner, technician or vendor data is processed. In those cases, that workspace customer acts as the primary controller and TSS processes the data on its behalf. TSS also acts as a controller for platform-account, security, service-administration and compliance data.

2. Personal data we may process

• Account and identity data, such as name, email, phone number, preferred language, workspace and role.
• Property and tenancy data, such as building, unit, lease, owner and tenant relationships.
• Maintenance data, such as service requests, classifications, work orders, quotations, assignments, technician/provider details and completion records.
• Communication data, including WhatsApp phone numbers, message content, message identifiers, delivery status and related metadata.
• Accounting and operational data, such as rent charges, payments, management fees, owner statements, invoices, receipts and transaction references.
• Security and technical data, such as authentication events, audit logs, device/browser information and service diagnostics.
• Building or IoT telemetry where a workspace enables smart-building integrations, such as energy, environmental or equipment-status readings.

3. Why we process personal data

• To provide, operate and secure TSS and the customer workspace.
• To manage properties, leases, maintenance, vendors, technicians, payments and owner reporting.
• To send and receive operational communications, including WhatsApp messages requested or authorized by the workspace.
• To classify maintenance issues, match providers or technicians, prepare RFQs, route approvals, schedule reminders and support other policy-controlled automations.
• To prevent fraud, investigate security events, maintain auditability and comply with legal or regulatory obligations.
• To support users, troubleshoot the service and improve reliability and usability.

4. Consent and lawful processing

TSS and its workspace customers are responsible for processing personal data in accordance with applicable law, including the Oman Personal Data Protection Law, its Executive Regulations and applicable amendments. Explicit consent is obtained where required. Workspace customers must ensure they have an appropriate lawful basis and provide required notices before entering or syncing personal data into TSS.

Marketing or advertising messages are not sent through TSS without the permissions and consent required by applicable law and the relevant messaging platform.

5. WhatsApp Business Platform

When a workspace enables WhatsApp, TSS may process phone numbers, message content and delivery metadata to receive maintenance requests, send operational notifications, request approvals, distribute RFQs and communicate with authorized owners, tenants, staff, providers or technicians.

WhatsApp communications are also subject to the terms and privacy practices of Meta Platforms and the WhatsApp Business Platform. TSS does not use WhatsApp message content for unrelated advertising.

6. Automated processing and AI-assisted functions

TSS may use deterministic rules and, where enabled, AI-assisted tools for tasks such as classification, code suggestions, data validation, matching, summaries and reminders. AI-assisted output is not intended to directly overwrite protected master data or posted financial records without the configured validation or approval controls.

Users should contact their workspace administrator if they need information about an automated decision or wish to request human review where applicable.

7. Sharing and service providers

Personal data may be shared only as necessary with authorized workspace users, owners, tenants, vendors, technicians and service providers that support hosting, databases, messaging, email, analytics, security, automation or integrations. This can include Meta/WhatsApp where the workspace uses WhatsApp Business services.

Service providers are expected to process data only for the service purpose and under applicable contractual, confidentiality and security obligations.

8. International data transfers

Some cloud, communications or technology providers used by TSS may process data outside Oman. TSS and workspace customers must apply the notices, consent, assessment and safeguards required by applicable Omani law for cross-border transfers, including any additional requirements that apply to sensitive personal data.

9. Retention

TSS retains personal data only for as long as needed to provide the service, satisfy workspace-configured operational needs, maintain security and audit records, or meet legal, accounting and contractual obligations. Data may be deleted, anonymized or archived when it is no longer required, subject to lawful retention requirements.

10. Security

TSS uses access controls, tenant/workspace separation, authentication, audit records and other technical and organizational measures designed to protect personal data. No online system can guarantee absolute security, so TSS also maintains monitoring and incident-response processes.

11. Your privacy rights

Subject to applicable law, individuals may request information about processing and may request access, correction, updating, transfer or deletion of their personal data, withdraw consent where processing is based on consent, and stop direct marketing.

Where a workspace customer controls the relevant data, requests should normally be submitted first to that workspace administrator. TSS will support the workspace in responding to valid requests.

Instructions for deletion requests are available on the Data Deletion page.

12. Children and sensitive personal data

TSS is a business platform and is not directed to children. Workspace customers must not process children’s data or sensitive personal data through TSS unless they are authorized to do so and have satisfied all consent, permit and safeguarding requirements that apply.

13. Changes to this policy

This policy may be updated when TSS functionality, service providers or legal requirements change. The latest version will always be published at this URL with an updated effective date.

14. Contact and privacy requests

TSS is operated by Twin Trading Company in the Sultanate of Oman. For privacy, personal-data or deletion requests, email privacy@twinsmartsolution.com. For general business enquiries, email contact@twinsmartsolution.com. Where a workspace customer controls the relevant data, TSS may coordinate the request with that workspace administrator as required.