Privacy Policy | iOffer.ae

1. Introduction

IOFFER DOT AE FZE ("we," "us," "our," or "iOffer") respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website (ioffer.ae), use our mobile applications for iOS and Android (the "iOffer UAE App"), or interact with our services (collectively, the "Platform").

Company Information:

Legal Name: IOFFER DOT AE FZE
License Number: 6650
License Type: E-Commerce License
Registration Authority: Sharjah Research Technology and Innovation Park Free Zone Authority (SRTI Park)
Contact Email: [email protected]
Contact Phone: +971 545 878 363

Legal Framework:

This Privacy Policy is designed to comply with:

Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (UAE Data Protection Law)
Federal Decree-Law No. 14 of 2023 on Modern Technology-based Trade
Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services
Regulations of the Telecommunications and Digital Government Regulatory Authority (TDRA)
Sharjah Research Technology and Innovation Park Free Zone Authority regulations
Other applicable UAE federal and emirate-level data protection requirements

Please read this Privacy Policy carefully. By using our Platform, you consent to the practices described in this Privacy Policy.

2. Information We Collect

2.1 Personal Information You Provide

Account Information:

Full name
Email address
Phone number
Date of birth (if provided)
Password (encrypted)
Social media profile information (if you use social login with Google, Apple, or Facebook)

Delivery and Billing Information:

Delivery addresses (including emirate, area, street, building details)
Billing addresses
Payment information (processed securely through third-party payment processors)

Communication Information:

Customer support inquiries
Product reviews and ratings
Feedback and survey responses
WhatsApp chat history with our customer service

Optional Information:

Profile picture
Wishlist and saved items
Product preferences

2.2 Information Collected Automatically

Device Information:

Device type, model, and operating system (iOS/Android version)
Unique device identifiers
Mobile network information
Device settings and configurations

Usage Information:

Pages visited and content viewed
Products searched, viewed, and purchased
Time spent on pages
Click patterns and navigation paths
App features used
Search queries

Location Information:

Approximate location based on IP address
Precise location (GPS) when you grant permission through the App
Location for delivery address purposes

Technical Information:

IP address
Browser type and version
Time zone setting
Browser plug-in types and versions
Operating system and platform
Internet service provider

2.3 Cookies and Tracking Technologies

We use cookies and similar tracking technologies to:

Remember your preferences and settings
Maintain your shopping cart
Analyze site traffic and usage patterns
Personalize content and advertisements
Improve site performance and user experience

Types of Cookies We Use:

Essential Cookies: Required for the Platform to function properly (e.g., shopping cart, login sessions)
Analytical/Performance Cookies: Help us understand how visitors interact with our Platform through Google Analytics and Firebase Analytics
Functionality Cookies: Remember your preferences and choices
Targeting/Advertising Cookies: Deliver relevant advertisements through Facebook Pixel, Snapchat Pixel, TikTok Pixel, and Google Ads/Merchant Center

You can control cookies through your browser settings. However, disabling cookies may limit your ability to use certain features of our Platform.

2.4 Information from Third Parties

Social Media Platforms: When you use social login (Google, Apple, Facebook), we receive basic profile information as permitted by your privacy settings.
Payment Processors: We receive transaction confirmation and payment status information from payment gateways, Tabby, and Tamara.
Delivery Partners: We receive delivery status updates and confirmation from courier companies (iCarry and other delivery partners).

3. How We Use Your Information

We use your information for the following purposes, in compliance with UAE Data Protection Law:

3.1 Legal Basis for Processing

Under UAE Data Protection Law, we process your personal data based on:

Consent: You have given clear consent for us to process your personal data for specific purposes (e.g., marketing communications)
Contract Performance: Processing is necessary to fulfill our contract with you (order processing, delivery)
Legal Obligation: Processing is necessary to comply with UAE laws (VAT records, business licensing requirements)
Legitimate Interests: Processing is necessary for our legitimate business interests (fraud prevention, analytics), provided your rights and interests do not override these interests

3.2 Order Processing and Fulfillment

Process and complete your orders
Arrange delivery and shipping
Send order confirmations and updates
Handle returns, refunds, and warranty claims
Verify payment information

3.3 Customer Service

Respond to your inquiries and support requests
Resolve disputes and troubleshoot problems
Provide customer assistance via email, phone, chat, and WhatsApp

3.4 Platform Improvement

Analyze usage patterns to improve our Platform
Conduct research and analytics
Test new features and functionality
Optimize user experience
Debug and fix technical issues

3.5 Personalization

Recommend products based on your browsing and purchase history
Customize content and offers
Display personalized search results
Create a tailored shopping experience

3.6 Marketing and Communications

Send promotional emails about new products, special offers, and flash sales
Send SMS notifications about orders and promotions
Send push notifications through the mobile app
Display targeted advertisements on third-party platforms
Conduct surveys and request feedback

You can opt-out of marketing communications at any time through:

Unsubscribe link in emails
Account settings on the Platform
App notification settings
Contacting customer support

3.7 Security and Fraud Prevention

Detect and prevent fraudulent transactions
Monitor for suspicious activity
Verify user identity
Protect against unauthorized access
Comply with legal obligations

3.8 Legal Compliance

Comply with UAE laws and regulations including:

Federal Decree-Law No. 14 of 2023 (E-Commerce Law)
Federal Decree-Law No. 8 of 2017 (VAT Law) - maintaining transaction records for 5 years
Federal Decree-Law No. 45 of 2021 (Data Protection Law)
TDRA regulations on e-commerce and electronic transactions
Anti-Money Laundering regulations
Consumer protection laws

4. How We Share Your Information

We do not sell your personal information to third parties. We share your information only in the following circumstances:

4.1 Service Providers

We share information with trusted third-party service providers who assist us in operating our Platform:

Payment Processors:

Credit/debit card payment gateways
Tabby (Buy Now Pay Later)
Tamara (Buy Now Pay Later)
Apple Pay and Google Pay processors

These providers process payment information securely and are PCI-DSS compliant.

Delivery Partners:

iCarry and other courier services
We share your name, phone number, delivery address, and order details necessary for delivery

Technology Service Providers:

Web hosting and cloud storage providers (international CDN)
Email service providers
SMS gateway providers
Analytics providers (Google Analytics, Firebase)
Customer support platform providers

Marketing and Advertising Partners:

Facebook (Meta) for targeted advertising
Snapchat for targeted advertising
TikTok for targeted advertising
Google Ads and Merchant Center

4.2 Business Transfers

In the event of a merger, acquisition, reorganization, or sale of assets, your information may be transferred to the acquiring entity.

4.3 Legal Requirements

We may disclose your information when required by law or in response to:

Court orders or legal process
Government or regulatory requests
Law enforcement investigations
Protection of our legal rights
Prevention of fraud or security threats

4.4 With Your Consent

We may share your information with third parties when you provide explicit consent.

5. Data Storage and Security

5.1 Data Storage Location

Your data is stored on secure international cloud servers (CDN) with appropriate technical and organizational security measures.

5.2 Security Measures

We implement industry-standard security practices to protect your information:

Technical Safeguards:

SSL/TLS encryption for data transmission
Encrypted storage of sensitive information
Secure authentication mechanisms
Regular security updates and patches
Firewall protection
Intrusion detection systems

Organizational Safeguards:

Access controls and user permissions
Employee training on data protection
Confidentiality agreements with staff and vendors
Regular security audits

Payment Security:

We do not store complete credit/debit card information
Payment data is processed through PCI-DSS compliant payment gateways
Tokenization of payment information

5.3 Data Retention

We retain your information for as long as necessary to:

Fulfill the purposes described in this Privacy Policy
Comply with legal obligations (e.g., UAE VAT records for 5 years)
Resolve disputes and enforce agreements

Retention Periods:

Account information: Until you request account deletion, then up to 90 days for backup purposes
Order and transaction data: 5 years for tax and legal compliance
Marketing communications: Until you unsubscribe
Customer support records: 3 years
Website analytics: 26 months (Google Analytics default)

5.4 Limitations

While we implement robust security measures, no system is completely secure. We cannot guarantee absolute security of your data during transmission over the internet or while stored on our systems.

6. Your Rights and Choices

Under UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data and applicable data protection principles, you have the following rights:

6.1 Right to Information

Right to be informed about how your personal data is being processed
Right to access this Privacy Policy and understand our data practices

6.2 Access and Portability

Request access to your personal information held by us
Request a copy of your data in a structured, commonly used format
Note: Automated data export is not currently available; please contact us at [email protected] to request your data

6.3 Correction and Update

Update your account information through the Platform settings
Contact us at [email protected] to correct inaccurate or incomplete information
We will respond to correction requests within 30 days

6.4 Deletion and Erasure

Request deletion of your account and associated personal data
Right to be forgotten, subject to legal retention requirements
Contact us at [email protected] to submit a deletion request
Note: Some information may be retained as required by UAE law (e.g., VAT records for 5 years) or for legitimate business purposes (e.g., fraud prevention, dispute resolution)
Upon deletion request, we will anonymize or delete your data within 30 days, except where legal retention applies

6.5 Objection and Restriction

Object to processing of your personal data for direct marketing purposes
Request restriction of processing in certain circumstances
Withdraw consent for processing activities based on consent

6.6 Marketing Opt-Out

Unsubscribe from marketing emails using the link in each email
Disable push notifications in your device or app settings
Reply "STOP" to SMS messages
Adjust preferences in your account settings
Contact customer support to opt-out

6.7 Cookie Management

Control cookies through your browser settings
Opt-out of targeted advertising through Google Ads Settings, Facebook Ad Preferences, or your device advertising settings

6.8 Withdrawal of Consent

Withdraw consent for data processing at any time (may affect service availability)
Revoke app permissions through your device settings

6.9 Complaint and Appeal

If you have concerns about our privacy practices or wish to file a complaint:

Internal Complaint: Contact us directly at [email protected] - We will investigate and respond within 30 days
Regulatory Complaint: You may file a complaint with:
- UAE Data Office (Federal Authority for Identity, Citizenship, Customs and Port Security)
- Telecommunications and Digital Government Regulatory Authority (TDRA)
- Consumer Protection Department of Sharjah Economic Development Department
- SRTI Park Free Zone Authority

To Exercise Your Rights: Contact us at [email protected] with your request. We will respond within 30 days and may require identity verification to protect your privacy and security.

No Fee for Requests: Exercising your data protection rights is free of charge, unless your request is manifestly unfounded or excessive, in which case we may charge a reasonable administrative fee as permitted by UAE law.

7. Children's Privacy

Our Platform is not intended for children under 18 years of age. We do not knowingly collect personal information from children under 18. If you are a parent or guardian and believe your child has provided us with personal information, please contact us immediately, and we will delete such information.

8. Third-Party Links and Services

8.1 External Links

Our Platform may contain links to third-party websites, including manufacturer websites, social media platforms, and partner sites. We are not responsible for the privacy practices of these external sites. We encourage you to review their privacy policies.

8.2 Social Media Features

Our Platform includes social media features (share buttons, login options). These features may collect your IP address and page visits and may set cookies. Social media features are governed by the privacy policies of the respective platforms.

8.3 Third-Party Services

When you use services like Tabby, Tamara, or social logins, those providers' privacy policies apply to their collection and use of your information.

9. International Data Transfers

Your information may be transferred to and processed in countries outside the UAE, including through our international CDN storage. These countries may have different data protection laws. We ensure appropriate safeguards are in place to protect your information in accordance with this Privacy Policy.

10. App-Specific Privacy Information

10.1 Mobile App Permissions

Location Services:

Used to provide accurate delivery services
Offer location-based promotions
Improve local search results
You can disable location access in device settings

Camera Access:

Used for product image search features
Upload photos for customer support and returns
Scan QR codes or barcodes (if feature available)

Photo Gallery Access:

Upload product photos for reviews
Attach images for warranty claims and returns
Select profile pictures

Push Notifications:

Order status updates
Delivery notifications
Promotional offers and flash sale alerts
Abandoned cart reminders
You can disable notifications in app or device settings

10.2 App Analytics

We use Firebase Analytics and other tools to understand app usage, crashes, and performance. This helps us improve the app experience.

10.3 App Updates

We may update the app and its data collection practices. Updates to this Privacy Policy will apply to the app.

11. Marketing and Advertising

11.1 Email Marketing

We send promotional emails about:

New product arrivals
Special offers and discounts
Flash sales
Personalized recommendations
Seasonal promotions

11.2 SMS Marketing

We send SMS messages for:

Order confirmations and updates
Delivery notifications
Promotional offers (with consent)

11.3 Push Notifications

Through our mobile app, we send:

Transactional notifications (orders, delivery)
Marketing notifications (deals, new products)

11.4 Targeted Advertising

We use tracking pixels and cookies to display relevant advertisements on Facebook and Instagram, Snapchat, TikTok, Google Display Network, and other advertising networks.

Advertising may be based on:

Products you viewed or purchased
Your browsing behavior
Demographic information
Your interests and preferences

You can opt-out of targeted advertising:

Adjust ad preferences on respective platforms
Use device settings (iOS: Limit Ad Tracking, Android: Opt out of Ads Personalization)
Use browser privacy/incognito mode
Install ad-blocking browser extensions

11.5 Google Merchant Center

We share product information with Google Merchant Center to display our products in Google Shopping results.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors.

We will notify you of material changes through:

Email notification to your registered email address
Prominent notice on our website
Push notification through our mobile app
In-app notification upon next login

Effective Date: Changes become effective immediately upon posting. Your continued use of the Platform after changes constitutes acceptance of the updated Privacy Policy.

13. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

IOFFER DOT AE FZE

Email: [email protected]
Phone: +971 545 878 363
Website: ioffer.ae
WhatsApp: +971 545 878 363

Support Hours: 9:00 AM - 11:00 PM UAE Time

Response Time: We aim to respond to all privacy inquiries within 12 hours during business hours.

14. Consent

By using our Platform, you consent to:

The collection, use, and sharing of your information as described in this Privacy Policy
The use of cookies and tracking technologies
Processing of your data for marketing purposes (you may opt-out at any time)
International transfer and storage of your data

You may withdraw consent at any time by:

Adjusting your account settings
Contacting us at [email protected]
Requesting account deletion

Withdrawal of consent may affect your ability to use certain features of our Platform.

15. UAE Data Protection Compliance

15.1 Data Controller

IOFFER DOT AE FZE acts as the data controller for personal information collected through our Platform, as defined under UAE Data Protection Law.

15.2 Data Protection Officer

While not currently required to appoint a Data Protection Officer under UAE law, privacy inquiries may be directed to: Privacy Contact: [email protected]

15.3 Data Breach Notification

In the event of a data breach that poses a risk to your rights and freedoms, we will:

Notify affected individuals within 72 hours of becoming aware of the breach
Report the breach to relevant UAE authorities as required by law
Take immediate steps to mitigate the breach and prevent future occurrences
Provide information about the nature of the breach and remedial actions taken

15.4 Data Protection Impact Assessments

We conduct regular assessments of our data processing activities to ensure compliance with UAE data protection requirements and to identify and mitigate privacy risks.

15.5 Record of Processing Activities

In compliance with UAE Data Protection Law, we maintain records of our personal data processing activities, including:

Purposes of processing
Categories of data subjects and personal data
Data recipients and international transfers
Retention periods
Security measures

15.6 Children's Data Protection

We do not knowingly collect personal information from individuals under 18 years of age. Parents or guardians who believe their child has provided personal information should contact us immediately at [email protected] for removal.

15.7 Cross-Border Data Transfers

When transferring personal data outside the UAE, we ensure adequate protection through:

Using service providers that comply with internationally recognized data protection standards
Implementing appropriate contractual safeguards
Complying with TDRA requirements for international data transfers
Ensuring compliance with UAE Data Protection Law requirements for cross-border transfers

15.8 E-Commerce Specific Compliance

In accordance with Federal Decree-Law No. 14 of 2023 on Modern Technology-based Trade:

We maintain secure technological infrastructure to protect customer data
We comply with cybersecurity requirements and standards
We protect the privacy and security of consumer data
We do not use customer data for promotional or marketing purposes without consent
We comply with conditions and requirements regarding customer data sharing

15.9 Regulatory Cooperation

We cooperate fully with UAE regulatory authorities including:

Telecommunications and Digital Government Regulatory Authority (TDRA)
UAE Data Office
Federal Tax Authority
Consumer Protection authorities
SRTI Park Free Zone Authority
Other relevant government agencies

Your privacy matters to us. We are committed to protecting your personal information and using it responsibly to provide you with the best shopping experience while complying with all applicable UAE laws and regulations.