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Privacy policy

Privacy Policy

Collection of Personal Information

When you explore our Site, we gather specific data concerning your device, interactions with the Site, and information vital for order processing. Additionally, if you reach out to our customer support, we may collect further details. In this Privacy Policy, the term "Personal Information" is used to refer to any data that can distinctly identify an individual. The subsequent list outlines the types of Personal Information we collect and the rationale behind it:

  1. Device Information:

    • This encompasses details such as your web browser's version, IP address, time zone, cookie-related information, your browsing activities, search terms, and how you engage with the Site. The aim is to ensure accurate loading of the Site for your use and to conduct analytics on Site usage, thereby optimizing the user experience.
    • Examples of Personal Information collected: Version of web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the Site.
    • Purpose of collection: To load the Site accurately for you, and to perform analytics on Site usage to optimize our Site.
    • Source of collection: Collected automatically when you access our Site using cookies, log files, web beacons, tags, or pixels.
    • Disclosure for a business purpose: Shared with our processor Shopify, Stripe, and/or any third-party service providers and partners for processing test results and travel certificates.

  2. Order Information:

    • This category includes information like your name, billing address, shipping address, payment details, date of birth, health-related data, email address, and phone number. The purpose is to provide products or services as per our contractual agreement, process payments, arrange deliveries, furnish invoices and order confirmations, maintain communication with you, assess orders for potential risks or fraudulent activities, and, where aligned with your preferences, share information or advertisements related to our products or services.
    • Examples of Personal Information collected: Name, billing address, shipping address, payment information, date of birth, health data, email address, and phone number.
    • Purpose of collection: To provide products or services to you to fulfill our contract, to process your payment information, arrange for shipping, and provide you with invoices and/or order confirmations, communicate with you, screen our orders for potential risk or fraud, and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
    • Source of collection: Collected from you.
    • Disclosure for a business purpose: Shared with our processor Shopify, third-party courier company, Stripe, ZenDesk, MinstSoft.

  3. Customer Support Information:

    • This relates to data provided to us when you seek customer support, encompassing health data, identity information, contact details, and payment particulars, as listed above.
    • Examples of Personal Information collected: Health data, identity data, contact data, and payment details as listed above.
    • Purpose of collection: To provide customer support.
    • Source of collection: Collected from you.

Each category of data collection serves a specific purpose and is derived from sources such as automated collection using cookies, log files, web beacons, tags, or pixels. Your data may be disclosed for business purposes to entities such as our processor, Shopify, Stripe, third-party service providers, and partners. This disclosure is done to process test results and travel certificates or for other purposes as required.

Your data privacy and security are of paramount importance to us. Should you require further information or have any inquiries, please feel free to contact us.

Sharing Personal Information

We share your Personal Information with service providers to help us provide our services and fulfill our contracts with you, as described above. For example:

  • We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.
  • We may share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant, or other lawful request for information we receive, or to otherwise protect our rights.
  • We may share your Personal Information to comply with legal regulations with relevant health authorities or to any other person with your consent to the disclosure.

Behavioural Advertising

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For example:

  • We use Google Analytics to help us understand how our customers use the Site. You can read more about how Google uses your Personal Information here: https://policies.google.com/privacy?hl=en. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
  • We share information about your use of the Site, your purchases, and your interaction with our ads on other websites with our advertising partners. We collect and share some of this information directly with our advertising partners, and in some cases through the use of cookies or other similar technologies (which you may consent to, depending on your location).
  • For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at: http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

At Welzo Global - FZCO, we aim to enhance your experience by providing personalised and relevant advertisements based on your interests and online behavior. This type of advertising is known as behavioural advertising. To learn more about how targeted advertising works and how you can manage your preferences, please visit the following resources.

Lawful Basis for Processing

At Welzo Global - FZCO, we strictly adhere to the regulations established under data protection laws applicable to the GCC and MENA regions. For residents of these regions, we process your personal information under the following lawful bases:

  1. Your Consent:

    • We may process your personal information based on your explicit consent, which you provide voluntarily. Your consent empowers us to process your data for specific purposes outlined during the consent process.

  2. Performance of Contract:

    • When you engage with our Site and utilise our services, a contractual relationship is established between you and Welzo Global - FZCO. Processing your personal information is necessary to fulfil our contractual obligations, ensuring the delivery of our products and services.

  3. Legal Compliance:

    • We process your personal information when required to comply with legal obligations and regulatory standards. This may include, for example, sharing your data as mandated by health authorities or government entities.

  4. Legitimate Interests:

    • We may process your data to pursue our legitimate interests, provided that such interests do not infringe upon your fundamental rights and freedoms. This basis allows us to enhance our services, manage the Site efficiently, and provide you with a tailored and improved user experience.

Using Personal Information

We use your personal information to provide our services to you, which include offering products for sale, processing payments, shipping and fulfillment of your order, and keeping you up to date on new products, services, and offers.

Retention

When you place an order through the Site, we will retain your Personal Information for our records unless and until you ask us to erase this information. For more information on your right of erasure, please see the ‘Your rights’ section below.

Automatic Decision-Making

If you are a resident of the GCC and MENA regions, you have the right to object to processing based solely on automated decision-making (which includes profiling), when that decision-making has a legal effect on you or otherwise significantly affects you.

We do not engage in fully automated decision-making that has a legal or otherwise significant effect using customer data.

Our processor Shopify uses limited automated decision-making to prevent fraud that does not have a legal or otherwise significant effect on you.

Services that include elements of automated decision-making include:

  • Temporary deny list of IP addresses associated with repeated failed transactions. This deny list persists for a small number of hours.
  • Temporary deny list of credit cards associated with denied listed IP addresses. This deny list persists for a small number of days.

Your Rights

If you are a resident of the GCC and MENA regions, you have the following rights regarding the Personal Information we hold about you:

  1. Right of Access:

    • You have the right to request access to the Personal Information we hold about you and to obtain a copy of this information. This allows you to understand how your data is being processed and to verify its lawfulness.

  2. Right to Rectification:

    • You have the right to request the correction of any inaccurate or incomplete Personal Information we hold about you, ensuring that your data is up to date and accurate.

  3. Right to Erasure:

    • You have the right to request the deletion of your Personal Information, commonly known as the "right to be forgotten." This allows you to ask us to remove or delete your data when it is no longer necessary for the purposes for which it was collected, or if you withdraw your consent on which the processing is based.

  4. Right to Restrict Processing:

    • You have the right to request the restriction of processing your Personal Information. This allows you to limit how we use your data, particularly in situations where you contest the accuracy of the data or object to its processing.

  5. Right to Data Portability:

    • You have the right to request that we provide you with your Personal Information in a structured, commonly used, and machine-readable format, and to transfer this data to another controller without hindrance from us.

  6. Right to Object:

    • You have the right to object to the processing of your Personal Information based on legitimate interests, including profiling, and direct marketing. If you raise an objection, we will cease processing your Personal Information unless we can demonstrate compelling legitimate grounds for the processing which override your interests, rights, and freedoms.

  7. Rights Related to Automated Decision-Making:

    • You have the right not to be subject to a decision based solely on automated processing, including profiling, which produces legal effects concerning you or similarly significantly affects you.

If you wish to exercise any of these rights, please contact us using the contact details provided below:

  • Email: gcc@welzo.com
  • Address: Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates

We will respond to your request within a reasonable timeframe and in accordance with applicable data protection laws.

Cookies

A cookie is a small amount of information that’s downloaded to your computer or device when you visit our Site. We use a number of different cookies, including functional, performance, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don’t have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance, whether it’s their first time visiting or if they are a frequent visitor.

We use the following cookies to optimize your experience on our Site and to provide our services:

  • Cookies Necessary for the Functioning of the Store:

    • Examples include cookies used for admin access, secure sessions, shopping cart management, and customer login.

  • Reporting and Analytics:

    • Examples include cookies used for tracking preferences, landing pages, and analytics related to marketing and referrals.

The length of time that a cookie remains on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Session cookies last until you stop browsing and persistent cookies last until they expire or are deleted. Most of the cookies we use are persistent and will expire between 30 minutes and two years from the date they are downloaded to your device.

You can control and manage cookies in various ways. Please keep in mind that removing or blocking cookies can negatively impact your user experience and parts of our website may no longer be fully accessible.

Most browsers automatically accept cookies, but you can choose whether or not to accept cookies through your browser controls, often found in your browser’s “Tools” or “Preferences” menu. For more information on how to modify your browser settings or how to block, manage, or filter cookies, you can visit www.allaboutcookies.org.

Additionally, please note that blocking cookies may not completely prevent how we share information with third parties such as our advertising partners. To exercise your rights or opt out of certain uses of your information by these parties, please follow the instructions in the “Behavioural Advertising” section above.

Do Not Track

Please note that because there is no consistent industry understanding of how to respond to “Do Not Track” signals, we do not alter our data collection and usage practices when we detect such a signal from your browser.

Changes

We may update this Privacy Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.

Third-Party Providers Information Sharing

For the seamless execution and fulfillment of your orders, it is sometimes crucial to share your Personal Information with our trusted third-party providers, such as laboratories, pharmacies, or suppliers. This sharing is strictly confined to the necessity of order fulfillment and service provision, ensuring the continuity and efficacy of the processes required to serve your needs.

We select our third-party providers meticulously and obligate them to adhere to stringent data protection norms, guaranteeing the security and confidentiality of your information. They are prohibited from using the information for any purpose other than to deliver the contracted services.

In these instances, we remain committed to maintaining the highest levels of privacy and protection concerning your Personal Information, operating under the governing laws and regulations of the GCC and MENA regions.

The disclosure to third-party providers is guided by explicit contractual obligations and compliance requirements, designed to safeguard your data from unauthorized access, disclosure, alteration, and destruction. We ensure transparent communication regarding any such disclosures and, wherever feasible, seek your consent prior to sharing your information with third parties for order fulfillment purposes.

Data Use for System Enhancements and AI Research

We may leverage the collected data to facilitate enhancements, upgrades, and innovations within the Welzo Global - FZCO system to improve our services and offerings continually. We are committed to advancing our technological capabilities to better serve your needs, and this sometimes involves refining our systems, processes, and tools based on the insights derived from your data.

Additionally, your data may be used to contribute to research and development in the field of Artificial Intelligence (AI) focusing on healthcare-related AI tools. Our aim is to pioneer advancements in healthcare AI to offer more sophisticated, efficient, and beneficial tools and solutions to our users.

Be assured, any use of your data for such purposes will strictly adhere to all applicable legal and ethical standards, maintaining the highest levels of data anonymization and de-identification to protect your privacy and confidentiality. Your identifiable personal information will not be disclosed or shared without your explicit informed consent for such specific uses, and you have the right to withdraw your consent at any time. Our commitment is to uphold your rights and interests while fostering innovation and improvement in healthcare solutions.

These endeavors are undertaken with stringent adherence to applicable laws, ethical standards, and best practices, ensuring that your privacy and data security are uncompromised. If you have any inquiries or require more information on how your data may be used for system enhancements and AI research, please contact us at gcc@welzo.com.

SMS Marketing

We value your privacy and the information you consent to share in relation to our SMS marketing service. We use this information to send you text notifications (for your order, including abandoned checkout reminders), text marketing offers, and transactional texts, including requests for reviews from us. Opt-in data and consent for text messaging will not be shared with any third parties except for messaging partners, for the purpose of enabling and operating our text messaging program.

Opt-in data and consent for text messaging will not be shared with any third parties except for messaging partners, for the purpose of enabling and operating our text messaging program.

Our website uses cookies to keep track of items you put into your shopping cart, including when you have abandoned your checkout. This information is used to determine when to send cart reminder messages via SMS.

Contact

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at gcc@welzo.com or by mail using the details provided below:

Address: Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates

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