Insight Computers · Customer care

Privacy Policy.

This policy explains how we handle personal information on www.insight.lk, in our shops and in our WhatsApp support service (Insight AI Assistant / Insight AI Support).

Effective 20 October 2026 · Version 2.1

On this page
01Only what is neededDevice details and symptoms to help with your enquiry.
02You control disclosureContact details stay hidden from the normal staff view until you choose.
03A clear way to deleteRequest access, correction or deletion by email.

Operated by Insight Computers (and the Dell Exclusive Store, Chilaw), No. 24 Kurunegala Road, Chilaw, Sri Lanka.

01Who we are and what this policy covers

Insight Computers (and the Dell Exclusive Store, Chilaw) ("Insight", "we", "us", or "our") offers information and assistance about computer products, repairs, and related services through www.insight.lk and its WhatsApp assistant, Insight AI Assistant, also referred to as Insight AI Support. Insight AI Support is the name of our support service, not a separate company. This policy covers those online enquiries and related support records. It does not authorise access to files on a device submitted for repair; any device access, backup, or data recovery work requires separate instructions and appropriate service terms. Contact us about privacy at info@insight.lk. Our business contact address is No. 24 Kurunegala Road, Chilaw 61000, Sri Lanka. Service and repair enquiries: servicedesk@insight.lk.

02Our minimal-data approach

You do not need to give your name, postal address, or email address to ask about a repair or receive an initial estimate in WhatsApp. We ask for the fault symptoms, device brand, exact model, and compatibility details needed to answer your enquiry. We do not require an account for an initial enquiry. We do not use support conversations for advertising, sell them, or build marketing profiles from them.

03Information processed

WhatsApp supplies the messaging identifier or phone number needed to route replies and may supply a profile name. Our messaging infrastructure necessarily processes those details; this service is not fully anonymous. We aim not to retain the WhatsApp profile name unless you choose to provide a name for service coordination. We process your enquiry reference, message content, relevant photos or attachments you send, device and fault details, quote information, message timestamps and delivery status, and limited technical or security records needed to operate the service. Our website and hosting infrastructure may process IP addresses and browser or request information. We do not ask for these details merely to identify you.

04Keep your enquiry free of unnecessary personal details

Please do not send passwords, one-time verification codes, payment card details, identity documents, private device files, or sensitive health or financial information. When sending a photo of a laptop model label, cover serial numbers, personal asset labels, and other identifiers unless specifically needed for a later authorised service. Information you voluntarily include in text or images may identify you even when contact fields are hidden.

05How we use information

We use relevant information to understand the issue, ask diagnostic questions, match compatible parts, check current stock and approved prices, prepare quotations, reply to your enquiry, arrange requested assistance, prevent misuse, and maintain service reliability. Where a legal basis is required, we rely on the basis appropriate to the activity, such as steps you request before a service contract, performance of a contract, our legitimate interests where available and properly balanced, legal obligations, or consent where required. Contact disclosure to the support team is a separate choice described below; it is not a prerequisite for the basic routing of WhatsApp replies.

06AI assistance and quotations

The assistant uses AI to interpret repair symptoms and prepare replies. Relevant messages and conversation context may be processed by a contracted AI provider. We minimise that context and seek to remove direct identifiers before sending it to the AI. Automated filtering can miss information; please avoid including unnecessary personal details. AI replies are preliminary assistance and may be inaccurate. Parts compatibility, prices, and availability must come from approved business records rather than invented values. A technician may need to inspect the device before confirming the fault or repair. We do not use the assistant to make decisions intended to have legal or similarly significant effects without appropriate human review. For human service assistance, contact servicedesk@insight.lk.

07What the Insight Support Team can see

Ordinary support staff use an enquiry reference, such as YYDD-NNNN, rather than your contact identity. Their normal dashboard view shows the repair enquiry, relevant device details, masked conversation content, and quotation status. Your phone number and any name held for you remain hidden in that view until you choose to share them. A reference is pseudonymous, not anonymous, because the messaging service can connect it to the routing identifier. Limited authorised personnel or service providers may need access to underlying records for system administration, security, legal obligations, or handling your privacy request. We restrict such access to what is necessary.

08Your choice to share contact details

Before showing your contact details to the Insight Support Team for booking or follow-up, we explain what will be disclosed and why. Selecting "Share my details" or the equivalent confirmation authorises disclosure of your WhatsApp number and any name you choose to provide to authorised support staff for that enquiry. We record the enquiry reference, your choice, the notice version, and the time so we can respect and demonstrate your preference. You may continue receiving automated assistance without sharing, although coordinating a repair may require a way to contact you. You can withdraw permission for future routine visibility by messaging the assistant or emailing info@insight.lk. Withdrawal does not undo lawful earlier access or require deletion of records that must lawfully be retained.

09Providers, sharing, and international processing

Meta/WhatsApp processes information to operate its messaging platform under its applicable notices. Contracted messaging, hosting, AI, and support-system providers may process limited information needed to deliver our service. We limit provider access and require appropriate contractual and security arrangements. Where available, we configure AI services so customer support content is not used to train general-purpose models. Information may be processed outside Sri Lanka or your country. We assess any applicable transfer requirements and use required safeguards. We may also disclose limited information where required by law or reasonably necessary to protect rights and security.

10Retention and security

We keep identifiable information only while needed for the enquiry, requested services, security, or applicable legal obligations, then delete or irreversibly de-identify it. Declined enquiries are not kept indefinitely as sales leads. Booking, payment, warranty, or dispute records may require different retention from casual enquiries. Retention periods are set according to the purpose of each record and applicable legal requirements. Backup copies are removed or overwritten under the applicable backup lifecycle and kept out of ordinary use. We use proportionate access controls, separation of contact identifiers from ordinary support views, restricted logs, and secure handling. No method of transmission, masking, or storage guarantees absolute security.

11Cookies, marketing, and children

We limit website storage to what is necessary for the service unless additional tools are separately disclosed and any required choices are offered. We do not enrol you in marketing merely because you ask for support or reveal your contact details. The service is not directed at children below the age permitted to use WhatsApp; a parent or guardian should assist where appropriate. Contact us if you believe a child has supplied information that should be removed.

12Your rights, deletion, and complaints

Depending on applicable law, you may request access, correction, deletion, a copy of information, restriction of processing, or object to processing, and withdraw consent where we rely on it. Conditions and exceptions may apply. Email info@insight.lk or follow our Data Deletion Instructions. Include your enquiry reference where possible; we ask for only the verification necessary to protect the right person’s records. We respond within applicable legal time limits. You may raise concerns with us or a competent data protection authority, including the Sri Lankan Data Protection Authority where applicable. Blocking the WhatsApp number or deleting a chat on your phone does not itself delete Insight’s records.

13Policy changes and contact

We update this policy when the service or our practices change and display the effective date of the published version. We provide additional notice or obtain consent where required for a material change. Privacy, deletion, and policy contact: info@insight.lk. Repairs, quotations, bookings, and human service assistance: servicedesk@insight.lk. Website: www.insight.lk.

14Website accounts, orders and payments

When you register or order on www.insight.lk we also process the details you give us: your name, phone number, email address and, if you choose, your WhatsApp number; the products you order, your delivery or pickup choice and delivery address; and, if you pay by bank transfer or deposit, the slip or screenshot you upload so we can confirm payment. We do not collect or store payment card numbers on our website. We use these details to process and deliver orders, confirm payments, keep service and warranty history, and meet accounting and tax obligations. Delivery details are shared with the courier only when you choose delivery. Your shopping cart is stored in your own browser.

15Contact us