Your information

Simba Service saves your conversation so the service team can follow up and see which checks you tried. Basic product help does not require your name, mobile number or address.

Service requests

If you request service, we ask for your name, Nigerian mobile number and full service address, one at a time. You review these before submission. The saved request and conversation are available only to signed-in dashboard staff. Submitting a ticket does not book a visit time or provide emergency response.

Optional photo reading

After you agree for the selected photos, Simba uses an external AI service to read visible equipment, exact label ratings, screen readings, settings and fault or alarm text. It may describe visible installation details and uncertainties, but it does not determine hidden connections, installation compliance, safety or repair steps. Check and correct the results before confirming them. Photos remain separate until you explicitly identify the same installation and the same physical device.

Uploaded images are processed in memory and are not saved as image files by this app. Metadata is stripped, but people, labels, serial numbers and other personal details visible in the pixels may still reach the external service. Avoid including unrelated personal information. Candidate readings expire for confirmation after 15 minutes; expired stored candidates are removed during routine cleanup, not necessarily immediately. Confirmed equipment identities, private serials, nameplate values, screen snapshots, corrections and their evidence become part of your saved conversation and are available to signed-in dashboard staff.

A photo shows a past snapshot, not a live measurement. Server receipt time is not the time the photo was taken. An unfamiliar model is kept literally instead of borrowing a similar model’s manual. A nameplate/manual disagreement is kept for qualified review, not used to change the global knowledge base or approve electrical work.

The external service is instructed not to store the result as an AI conversation, but this does not guarantee zero provider retention.

Unanswered product questions

If Simba cannot answer a descriptive question from its reviewed local knowledge, it may send the exact supported product name, a small set of non-personal product facts and that single question to an external AI service. It does not send your name, mobile number, address, service request, photo, serial number or the rest of the conversation for this lookup.

Only answers supported by an official Luminous web source are accepted. A validated answer may be saved in a separate local product-answer cache and reused for similar questions about the same exact product, reducing repeated external lookups. Staff can review or reject these entries. Faults, diagnosis, repair, testing, wiring, settings, compatibility, installation, commissioning, battery handling, safety, sales, prices, stock and warranty claims are excluded from this fallback.

Sessions and records

An essential secure browser cookie links you to your current chat. After 48 hours without a chat action, the customer chat starts a new conversation. Viewing or refreshing a page does not extend that chat timer. If you choose to save a preferred name, or explicitly say “Call me” followed by your name, Simba remembers it on this browser for up to 180 days after your last visit. The name is not shared across browsers or devices, and no title or gender is guessed. Clearing cookies also removes this browser’s access to the memory. The app does not use advertising cookies.

Start fresh clears the current chat, current equipment selection and remembered name on this browser. Unconfirmed readings cannot be reattached to the fresh chat. It does not delete earlier dashboard conversations, cancel service requests, or erase service records. Expired conversations without a service request are normally cleared after 180 days of inactivity. Conversations attached to service requests, service requests themselves and staff audit records remain stored for follow-up; those service records have no automatic deletion schedule. Ask the Simba service team using your request reference if you need to correct details or request review of retained information.

Engineer access

Approved staff can unlock a separate workshop-reference mode using a server-verified shared credential. The typed credential is masked before transcript storage and is not sent to external AI services. Access expires after 30 minutes without an engineer chat action or four hours after unlocking, and ends when you return to customer mode or choose Start fresh. Reloading a page does not extend access. Private repair messages and protected manuals are hidden when access ends; retained staff records follow the conversation retention policy above.

A shared credential does not establish a person’s qualifications or prove electrical safety. Repair references require exact product/board applicability and appropriate workshop procedures, isolation, stored-energy checks and instruments. Customer-safe observations remain separate. Original protected manuals are provided only to an authenticated engineer; no external AI creates deep repair instructions.

Simba’s replies and character

Service actions use reviewed product knowledge and scripted checks. For unanswered descriptive questions about an exact supported product, Simba may use the bounded external lookup described above. The external service also reads equipment-photo evidence only after consent. The character’s gestures and brief thinking/typing pauses are interface animations, not a human operator or evidence of AI diagnosis. No emotions are inferred or stored as a customer profile. Illustrations are conceptual; the appearance and markings of your exact model may differ.

Hear Simba plays a fixed greeting only when you tap it, using your browser or device speech service. Names and chat text are not sent to that service by this app.

Safety

Do not upload or use the chatbot while approaching dangerous equipment. If there is smoke, fire, sparking, a leaking/swollen battery, exposed wiring or water near equipment, stay away and get appropriate emergency or qualified service help.

Last updated: 13 October 2026.