Privacy Policy

1. Scope and overview

This Privacy Policy applies to Elbaab public websites, consumer experiences, supplier experiences, courier and rider experiences, platform portals, and related communications and support flows. It explains how Elbaab handles personal data in connection with browsing, registration, verification, ordering, fulfilment, support, moderation, and operational communications.

• It covers information you provide directly, information generated through platform activity, and information received from service providers that help us operate the platform.
• It applies to personal data processed through web, mobile, operational, delivery, and support-related product flows.
• It is intended to be read together with any applicable in-app notices, onboarding disclosures, and mandatory rights provided by law.

2. Information we collect

Depending on how you use Elbaab, we may collect account details, contact details, business and shop information, delivery and address details, order and payment records, support records, technical device information, notification identifiers, and user-submitted content or media.

• Examples include your name, email address, phone number, account profile, shop or branch details, payout or settlement metadata, and moderation records.
• We may process order histories, delivery status information, refund events, withdrawal events, support interactions, and fraud or security signals.
• Where relevant to the service, we may receive device tokens, mapping-related data, app or browser metadata, and technical logs needed to operate and secure the platform.

3. How information is collected

We collect information directly from you, automatically through your use of Elbaab services, and from service providers or other participants involved in the relevant transaction or workflow.

• You may provide information when you create an account, update a profile, upload catalogs or documents, place orders, submit moderation corrections, or contact support.
• Platform systems may create records when you verify your email or phone number, reset your password, place or fulfil orders, request support, or interact with our services.
• We may receive transaction, messaging, mapping, payment, notification, deep-linking, or hosting-related data from providers that help us run the platform.

4. How we use information

We use personal data to provide, operate, maintain, secure, and improve Elbaab services. This includes account creation and authentication, order and delivery handling, supplier and courier operations, verification flows, support, moderation, platform security, and compliance obligations.

• We use personal data to authenticate accounts, process orders, coordinate fulfilment and delivery, provide customer and operational support, and manage refunds, withdrawals, and service communications.
• We use data to send requested transactional communications such as verification emails, password resets, order updates, support messages, and operational notifications.
• We also use data to prevent fraud, investigate abuse, secure accounts and infrastructure, enforce policies, comply with legal or regulatory obligations, and improve service reliability and quality.

5. Sharing and disclosure

We share personal data only where reasonably necessary to operate Elbaab, complete requested services, protect users, or comply with law. Sharing usually occurs with other participants in the relevant transaction and with service providers that support the platform.

• Order and fulfilment data may be shared among customers, suppliers, couriers, riders, support teams, and administrators involved in the relevant order or service issue.
• Infrastructure, hosting, storage, search, messaging, mapping, deep-linking, notification, payment, payout, and security providers may process data on our behalf.
• We may disclose information to advisers, auditors, insurers, regulators, courts, or law-enforcement bodies where required by law, lawful process, or a legitimate need to protect rights, safety, property, or the platform.

Elbaab does not sell personal data as part of its core service model.

6. International transfers

Elbaab infrastructure and vendors may process data in more than one country. Where personal data is transferred across borders, we aim to use measures appropriate to the applicable legal framework and the operational needs of the service.

• Cross-border processing may occur because cloud hosting, messaging, mapping, support, or payment providers operate regional or global infrastructure.
• Transfers are limited to legitimate service, security, support, compliance, or operational needs.
• Where required by law, we will apply safeguards, contractual controls, or other measures appropriate to the relevant transfer.

7. Retention

We keep personal data only for as long as reasonably necessary for the purposes described in this policy, including service operation, transaction support, account management, fraud prevention, dispute handling, accounting, audit, tax, and legal compliance requirements.

• Different categories of data may be retained for different periods depending on account, payment, refund, moderation, security, and support obligations.
• When data is no longer required, we may delete it, anonymize it, de-identify it, archive it, or otherwise limit further active use, subject to applicable law and legitimate operational needs.
• Deletion requests may not immediately remove records we must keep for legal, fraud-prevention, accounting, audit, or dispute-resolution reasons.

8. Your rights and choices

Subject to applicable law, you may have rights to access, correct, update, delete, or request more information about personal data we hold about you. You may also have rights to object to certain processing, request restriction, or withdraw consent where processing depends on consent.

• You may contact us at support@elbaab.ae to request access, correction, deletion, or additional privacy information.
• Where product settings support account deletion, deactivation, or profile updates directly, you may also use those in-app or in-portal controls.
• We may need to verify identity and we may limit or refuse requests where the law permits, including when data must be retained for legal, security, fraud-prevention, or contractual reasons.

9. Cookies and similar technologies

Elbaab websites and apps may use cookies, browser storage, session storage, device tokens, and similar technical mechanisms to enable essential site and app functions, remember preferences, support authentication, improve stability, and protect the platform.

• These technologies may support language preferences, security controls, session continuity, push notifications, deep-link routing, and general service performance.
• If analytics, performance monitoring, or advertising technologies are used on public web or app surfaces, those technologies will be used only in accordance with the current policy and any additional notices required by law.
• You may manage some browser-based cookies or storage settings through your browser or device configuration, although disabling essential technologies may affect platform functionality.

10. Security

We use technical and organizational measures designed to protect personal data, including access controls, environment separation, verification flows, operational safeguards, and security-related monitoring. No system can guarantee absolute security.

• Users should keep passwords, email access, devices, and phone numbers secure and should notify us promptly if they suspect unauthorized use.
• We may suspend or restrict access when security, fraud, or policy concerns require intervention.
• We continually assess platform risk, but users should understand that data transmission and online storage always carry some risk.

11. Children and age restrictions

Elbaab is not intended for children in violation of applicable law. Supplier, courier, rider, and other business-facing accounts are intended for adults who are legally able to enter binding arrangements and, where relevant, act on behalf of a business.

• If consumer-facing browsing or ordering is available in a jurisdiction, minors should use the service only with the involvement of a parent or lawful guardian where required by law.
• If you believe that a child has provided personal data in a way that violates applicable law, contact us at support@elbaab.ae.
• We may take steps to remove, restrict, or otherwise protect such data where appropriate.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect product changes, operational changes, legal requirements, or improvements in our privacy practices. The version published on this page will indicate the latest update date.

• Non-material updates may be reflected by updating the page and date on this website.
• Material changes may also be highlighted through the website, the apps, email, or other appropriate channels.
• Your continued use of Elbaab after an updated policy becomes effective may be treated as acknowledgment of the updated policy where permitted by law.

13. Contact us

Questions about this Privacy Policy, privacy requests, account-data requests, and related support matters may be directed to Elbaab at support@elbaab.ae.

• Please provide enough detail for us to identify your account, order, or issue while avoiding unnecessary sensitive information in email.
• We may ask for reasonable verification before we act on access, correction, deletion, or disclosure requests.
• If a more specific contact route is later published for formal legal notices or regulatory requests, that route will supplement this contact channel.