Privacy Policy

Incable Internet (Pvt) Ltd. (“Incable”, “we”, “us”) operates the Incable Helpdesk mobile application and the supporting web portal at ticket.incableinternet.com (“the Service”). This Privacy Policy explains what personal data we collect when you use the Service, why we collect it, who we share it with, how long we retain it, and how you can request deletion.

Who this policy applies to

The Service is provided exclusively to active customers of Incable Internet. Accounts are provisioned by Incable staff; there is no public sign-up. By signing in, you agree to this Privacy Policy.

What we collect

When you use the Service, we collect:

• Identity — your name, company name, email address, mailing address, and one or more phone numbers, as provided to Incable when your account was provisioned.
• Support content — the text of tickets and replies you send, photos and videos you attach to tickets, voice notes you record in the app, and any other content you submit through the helpdesk.
• Device-bound identifiers — your push-notification token and a device identifier issued by your operating system. Used solely to deliver in-app notifications to your specific device.

We do NOT collect: precise or coarse location, financial information, health information, contacts from your address book, browsing history, search history, advertising identifiers, biometric data, or any other category of sensitive personal information.

How we use it

We use the data above to:

• Authenticate you and keep your session active.
• Route your support tickets to the correct department and technician.
• Send you push and in-app notifications about your tickets.
• Provide audit, fraud-prevention, and security functions required to operate the Service.

We do NOT use your data for advertising. We do NOT use your data to train machine-learning models. We do NOT sell your data.

Tracking

The Incable Helpdesk app does not track you. We do not embed advertising SDKs, analytics SDKs, or any third-party library that links your activity in this app to any other app or website you use.

Who we share it with

We share data with these third-party processors strictly to deliver the Service:

• Branded SMS Pakistan — when Incable staff issue a temporary password reset, your phone number and the message body (which contains the temporary password) are sent to our SMS provider for delivery. SMS is not sent automatically — only at staff request.
• Expo (Expo Application Services, Inc., United States) — our push-notification delivery layer. Receives your push token and the notification title and body.
• Apple Push Notification Service (Apple Inc., United States) and Firebase Cloud Messaging (Google LLC, United States) — the OS-level push providers that deliver notifications to your device. Receive your push token and the notification payload.
• Google Sheets API (Google LLC, United States) — used server-side to mirror a staff-managed customer roster. No data you provide through the app flows to Google Sheets.

We do NOT share your data with advertisers, data brokers, or any other commercial party.

Where your data lives

• Application servers and the primary database are hosted in Pakistan.
• Push-notification metadata routes through Expo, FCM, and APNs infrastructure outside Pakistan.
• All in-transit traffic is encrypted with TLS 1.3.
• Credentials on your device are stored in the platform’s secure keystore (Keychain on iOS, Keystore on Android) — never in plain text.

How long we keep it

• Personal information (name, email, phone, address, profile photo): retained until you request deletion, then anonymized within 30 days.
• Push tokens and device identifiers: retained until you sign out from a device or delete your account, then removed.
• Support content (tickets, replies, voice notes, attachments): retained anonymously after account deletion for audit and operational continuity. The content remains; the personal attribution is removed.
• Audit logs: retained for as long as needed for fraud prevention and regulatory compliance.

How to request deletion

You may request deletion of your personal data at any time:

• In the app: open the Settings tab and tap Delete account. Confirm by typing your username.
• On the web: visit https://ticket.incableinternet.com/account-deletion. The page links to a login-protected form where you confirm by signing in.
• By email: write to noc@incableinternet.com from your registered email address.

After you submit a request:

• Your active sessions on every device are signed out immediately.
• Your personal information (name, email, phone, address, photo, push tokens) is scheduled for anonymization 30 days from the request.
• Until those 30 days end, you may sign in again to cancel the deletion request.
• After 30 days, your personal information is irrevocably anonymized. Your tickets and replies are retained anonymously, attributed to a placeholder identifier.

Your other rights

• Access — write to noc@incableinternet.com to obtain a copy of the personal data we hold about you.
• Correction — staff updates your records when you request a correction. Some fields (name, address, service category) are managed by Incable staff; others (theme, notification preferences) are editable in the app.
• Objection / restriction — contact noc@incableinternet.com to discuss restricting any processing activity.

Children

The Service is not directed at children under 13. We do not knowingly collect data from children.

Changes to this policy

Material changes are announced inside the app and on the web portal at least 30 days before they take effect. Continued use of the Service after the effective date constitutes acceptance.

Contact

• Email: noc@incableinternet.com
• Phone: 00923041110656
• Address: Incable Internet, Karachi, Pakistan

Regulatory framing

This policy is drafted with reference to:

• Pakistan’s Prevention of Electronic Crimes Act (PECA) 2016 and the Personal Data Protection Bill (PDPB) drafts.
• The General Data Protection Regulation (GDPR) of the European Union, where applicable.
• Apple App Store Review Guideline 5.1.1 (Privacy).
• Google Play Store User Data policy.