1. Who we are

This site (charcoal-experience.com) is operated by PT Shisha Charcoal Factory Indonesia, a coconut-shell charcoal manufacturer and bulk exporter based in Surabaya, East Java, Indonesia. This policy covers information collected through this website and through the B2B channels we publish here (WhatsApp and email).

2. Data we collect

We collect only what buyers voluntarily send us when requesting quotes, samples, factory documents, or OEM discussions: company name, contact name, email address, WhatsApp / phone number, destination country and port, product interest, and any message content or attachments you send.

Our web server records standard technical logs (IP address, user agent, timestamps) for security and abuse prevention. This v1 of the site does not set non-essential cookies and does not run third-party analytics or advertising trackers.

3. How we use it

We use your information to respond to your inquiry, send price lists and Certificates of Analysis, arrange samples and shipments, follow up on open quotations, and keep normal commercial records of the transaction.

4. Who we share it with

We share the minimum necessary information with freight forwarders and shipping lines to arrange your shipment, with banks and inspection agencies when payment terms (T/T, L/C) or pre-shipment inspection require it, and with third-party laboratories (e.g. Carsurin, Sucofindo) when you request a COA. We do not sell buyer data.

5. International transfers

Because we export to buyers worldwide, any data you send us will be transferred from your country to Indonesia and, where relevant, forwarded to service providers in third countries as part of fulfilling your order.

6. Retention

We keep inquiry records and commercial correspondence for as long as needed to service the relationship and to satisfy Indonesian commercial recordkeeping and tax requirements. Records that are no longer needed are deleted or archived.

7. Your rights

You can request access to, correction of, or deletion of the personal information we hold about you by emailing export@charcoal-experience.com. We will respond within a reasonable time.

8. Contact

PT Shisha Charcoal Factory Indonesia
SIER (Surabaya Industrial Estate Rungkut) Jl. Rungkut Industri Raya No. 10, Rungkut Tengah, Kec. Gn. Anyar, Surabaya, Jawa Timur, Indonesia Blok K15/2
Email: export@charcoal-experience.com · Phone: +62118797070