Privacy policy
This policy explains how First Souq ("we") collects and uses your personal data when you use the First Souq website, app and services. We process personal data in line with UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL) and other applicable UAE laws.
Data we collect
• Account data: name, email address, mobile number, and your password, which is stored only as a one-way hash so nobody (including us) can read it. If you sign in with Google or Apple, we receive your name and email from that account instead.
• Order data: delivery address and emirate, items bought, payments, returns, invoices and messages with our team.
• Payment data: card payments are processed by our licensed payment provider. We never see or store your full card number.
• Device and usage data: IP address, browser, pages viewed and app events, collected through cookies and similar technologies.
• Location: only if you allow it, to fill in your delivery address.
How we use your data
• To create your account, process and deliver orders, and handle returns, refunds and warranty claims (performance of a contract).
• To send order, delivery and account messages by email, SMS, WhatsApp or app notification.
• To prevent fraud and keep our services secure (legitimate interest).
• To keep invoices and tax records as required by UAE VAT law (legal obligation).
• To send offers and news, only on the channels you signed up for (email, SMS or WhatsApp). You can stop them at any time by contacting us.
• To understand how the store is used and improve it.
Cookies and analytics
We use essential cookies to keep you signed in and remember your cart. We use Google Analytics to measure visits, with advertising storage turned off. Advertising cookies and pixels load only after you accept them in the cookie banner.
How to change your choice: select Manage cookies at the bottom of any page on the website (this also works when the website opens inside our app). The cookie banner opens again so you can accept or decline.
Who we share data with
We share only what each partner needs to do its job:
• delivery companies (name, phone, address);
• payment providers and banks (payment and refund processing);
• our hosting, email, messaging, sign-in and analytics providers, and our accounting and inventory system;
• government authorities when the law requires it.
We do not sell your personal data. Some of these providers are international companies, so your data may be processed outside the UAE.
How long we keep data
• Account data: while your account is open.
• Order, invoice and tax records: for at least the period UAE law requires (currently five years for VAT records), also after you delete your account.
• Marketing data: until you ask us to stop.
• Backups: our database backups are kept for a limited time and then overwritten, so deleted data can remain in a backup until it is replaced.
Your rights
Under the PDPL you can ask to access your data, correct it, delete it, restrict or object to its processing, receive a copy of it, and withdraw consent at any time. You can delete your account in the app ( Account → Delete account ) or email info@firstsouq.com. Before we act on a request, we check that it comes from the account holder, for example by asking you to write from the email address on the account. Records we must keep by law are kept even after a deletion request.
Privacy complaints
Write to info@firstsouq.com with the subject "Privacy". If you are not satisfied with our answer, you can complain to the UAE Data Office.
Security
We use encrypted connections (HTTPS), one-way hashed passwords, access controls for staff and regular backups. No system is completely secure, so please keep your password private and never share one-time codes.
Children
Accounts are for people aged 18 or over. We do not knowingly collect personal data from children.
Changes and contact
We may update this policy; the latest version is always on this page. Questions or requests: info@firstsouq.com.
Business details
• Operated by: First Souq , United Arab Emirates
• Email: info@firstsouq.com · WhatsApp messages: +971 55 882 3169