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 that photo, Simba uses an external AI service to read visible label or screen text. It does not write repair instructions. Check the result and confirm the exact product and code before it is used.

Uploaded images are processed in memory and are not saved as image files by this app. Image metadata is stripped before the image is processed. Unconfirmed text is held temporarily for confirmation (up to 15 minutes); confirmed product/code text becomes part of your conversation. Avoid including people or unrelated personal details in photos.

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 and forgets your preferred name on this browser. It does not delete earlier dashboard conversations, cancel service requests, or erase service records. Those records remain on the service server for follow-up; there is currently 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.

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 photo text 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: 29 August 2026.