Privacy Policy

WhatsApp Business API CRM Service


E CITY SUPERMARKET L.L.C

Last Updated: October 04, 2025

1.Introduction

E CITY SUPERMARKET L.L.C ("we," "us," or "our") operates a WhatsApp-based Customer Relationship Management (CRM) service to enhance our customer shopping experience. This Privacy Policy explains how we collect, use, process, and protect your personal information when you interact with us through our WhatsApp Business API CRM service.

2. Information We Collect
2.1 Information You Provide

  • Contact Information: Phone number, name, and profile information
  • Order Details: Product preferences, delivery addresses, payment information
  • Communication Data: Messages, voice notes, images, and documents shared via WhatsApp
  • Feedback: Reviews, complaints, suggestions, and service feedback

2.2 Information Automatically Collected

  • Message Metadata: Delivery receipts, read receipts, timestamps
  • Device Information: Device type, operating system, WhatsApp version
  • Usage Patterns: Frequency of communication, response times, interaction history

2.3 Third-Party Information
  • Information from WhatsApp Business API
  • Delivery partner information when applicable
  • Payment gateway data for transaction processing

3. How We Use Your Information

3.1 Primary Purposes
  • Customer Service: Responding to inquiries, resolving issues, providing support
  • Order Management: Processing orders, coordinating deliveries, managing inventory
  • Personalization: Customizing product recommendations and offers
  • Communication: Sending order updates, promotional offers, and service notifications
3.2 Business Operations
  • Analytics: Understanding customer preferences and improving services
  • Compliance: Meeting legal and regulatory requirements
  • Security: Preventing fraud and ensuring platform security
  • Marketing: Sending relevant promotional content (with consent)

4. Legal Basis for Processing

We process your personal information based on:

  • Consent: When you explicitly agree to receive communications
  • Contract Performance: To fulfill our service obligations
  • Legitimate Interest: For business operations and customer service improvement
  • Legal Compliance: To meet UAE and international legal requirements

5. Information Sharing and Disclosure

5.1 We May Share Information With:
  • Service Providers: Delivery partners, payment processors, technology vendors
  • WhatsApp/Meta: As required by WhatsApp Business API terms
  • Legal Authorities: When required by law or to protect our rights
  • Business Partners: With your consent for joint promotional activities
5.2 We Do Not:
  • Sell your personal information to third parties
  • Share information for unauthorized marketing purposes
  • Disclose sensitive information without legal requirement

6. Data Security

6.1 Security Measures
  • End-to-end encryption through WhatsApp platform
  • Secure data storage with encryption at rest
  • Regular security audits and vulnerability assessments
  • Access controls and authentication protocols
  • Staff training on data protection best practices
6.2 Data Retention
  • Active Communications: Retained for the duration of our business relationship
  • Order History: Kept for 7 years for accounting and legal purposes
  • Marketing Consent: Until withdrawal or 3 years of inactivity
  • Legal Requirements: As mandated by UAE law

7. Your Rights and Choices

7.1 You Have the Right To:
  • Access: Request copies of your personal information
  • Correction: Update or correct inaccurate information
  • Deletion: Request deletion of your personal information
  • Portability: Receive your data in a structured format
  • Objection: Object to processing for marketing purposes
  • Withdrawal: Withdraw consent at any time
7.2 How to Exercise Your Rights:

8. International Data Transfers

When necessary for service provision, we may transfer your data internationally. We ensure adequate protection through:

  • Standard contractual clauses
  • Adequacy decisions
  • Appropriate safeguards as required by law

9. Children's Privacy

Important: Our WhatsApp Business API CRM service is not intended for children under 16. We do not knowingly collect personal information from children. If we become aware of such collection, we will delete the information immediately.

10. Cookies and Tracking

Our WhatsApp CRM service may use:

  • Session identifiers for service continuity
  • Analytics tools to improve service quality
  • Performance monitoring for system optimization

11. Updates to This Policy

We may update this Privacy Policy to reflect:

  • Changes in our services
  • Legal or regulatory requirements
  • Best practice developments

We will notify you of material changes through WhatsApp or other communication channels.

Contact Information

  • Data Protection Officer: E CITY SUPERMARKET L.L.C
  • Address: SHOP NO -1 AL MUHEIRBI BUILDING,ROLLA STREET, BUR DUBAI, Dubai,294560, Dubai
  • Phone: +971508825737
  • Email: info@ecitysupermarket.com
  • WhatsApp: Available through our business number

For privacy-related concerns or to exercise your rights, please contact us using the above information.

12. Governing Law

This Privacy Policy is governed by the laws of the United Arab Emirates and the Dubai International Financial Centre (DIFC) Data Protection Law, where applicable.

This Privacy Policy is effective as of the date listed above and applies to all users of our WhatsApp Business API CRM service.