1. Privacy Policy at Vivandi

This Privacy Policy explains how Vivandi collects, uses, stores, shares and protects the personal information of visitors and customers who use Vivandi and the services available through it. It applies to all information collected through the Website, including when you browse our pages, create an account, place an order, or contact our customer support team.

By accessing or using Vivandi, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with any part of it, please discontinue use of the Website.

2. Our Commitment to Privacy

Vivandi is committed to protecting the privacy and confidentiality of our customers' information. We take reasonable technical, administrative and organisational measures to safeguard the personal data you share with us, and we only use it for the purposes described in this Policy. We do not sell your personal data to third parties.

3. Your Consent

By using Vivandi, By browsing our products, creating an account, or placing an order, you agree to this Privacy Policy.

You also consent to our collection and use of your information as described here.

• Acceptance of this Policy – Your continued use of the Website constitutes acceptance of the practices described here. If you do not agree, please do not use the Website or provide us with your personal information.
• Order-related communications – When you place an order, you consent to receive transactional communications (order confirmations, shipping/delivery updates, invoices, and customer service correspondence) related to that order via email, SMS, WhatsApp, or phone.
• Marketing communications – Where you have opted in, we may send you promotional emails, SMS, or WhatsApp messages about products, offers and updates. You may withdraw this consent at any time (see Section 10).
• Accuracy of information – You are responsible for ensuring that the personal information you provide to us (such as your name, contact details, and delivery address) is accurate, complete and current.
• Updating your information – You may review, update or correct your account information at any time by logging into your Vivandi.ae account or by contacting our customer support team.

4. What Information We Collect

We may collect the following categories of information when you interact with Vivandi.ae:

• Identity information – Full name, title
• Contact information – Email address, phone number
• Address information – Billing address and delivery address
• Account information – Username, password (encrypted), account preferences, wishlists
• Order information – Products purchased, order history, order value, payment status, returns/exchanges
• Technical and device information – IP address, browser type and version, device type, operating system, unique device identifiers
• Website usage information – Pages viewed, products browsed, time spent on site, referring/exit pages, search queries, and click-stream data collected via cookies and similar technologies (see Section 9)

We do not intentionally collect sensitive personal data (such as health, religious or biometric data) through the Website, and we ask that you do not submit such information to us unless specifically required for a service (for example, certain health/wellness product recommendations), in which case additional consent will be sought.

5. How We Use Your Information

We use the information we collect for the following purposes:

• To process and fulfil your orders, including order confirmation, invoicing and payment processing
• To arrange delivery and fulfilment through our courier and logistics partners
• To provide customer support, respond to enquiries, and handle complaints, returns or refunds
• To create and manage your customer account
• To maintain, operate, and improve the Website, including troubleshooting, testing and analytics
• To personalise your experience, such as showing relevant products, recommendations and content
• To detect, investigate and prevent fraud, unauthorised transactions, and other illegal activities, and to protect the security of the Website
• To send you marketing communications where you have given consent, and to measure the effectiveness of our marketing campaigns
• To comply with our legal, regulatory and accounting obligations under UAE law

6. Payment Information

All payments made on Vivandi.ae are processed through secure, PCI-DSS compliant payment gateways.

• Vivandi does not store your full card details (such as the complete card number, CVV, or expiry date) on our own servers.
• Payment information is collected and processed directly by our authorised third-party payment service providers, who are responsible for the secure handling of that data in accordance with their own security standards and applicable regulations.
• We may retain limited, non-sensitive transaction information (such as order amount, payment status, and a masked/partial card reference) for order processing, accounting and fraud-prevention purposes.

7. Who We Share Your Information With

We do not sell or rent your personal information. We may share your information with trusted third parties who provide services on our behalf and who are required to protect your data, including:

• Payment gateways and financial institutions – to process transactions securely
• Courier and delivery partners – to fulfil and deliver your orders
• E-commerce, hosting and website service providers – who support the technical operation of Vivandi.ae
• Email and SMS/WhatsApp communication platforms – to send order updates and, where consented, marketing messages
• Analytics and advertising platforms – to help us understand Website usage and measure marketing performance
• Professional advisors and regulators – where necessary for legal, compliance, audit or regulatory purposes, or to comply with a legal obligation, court order, or request from a UAE governmental authority

All third parties are permitted to use your information only for the specific purposes for which it was shared and are expected to apply appropriate safeguards.

8. Who Has Access to Your Information

Access to your personal information is restricted to authorised Vivandi employees and personnel who require it to perform their job functions (such as order processing, customer support, and marketing), and to the third-party service providers described in Section 7, on a strict need-to-know basis. All personnel and service providers with access to customer data are bound by confidentiality obligations.

9. Cookies & Tracking Technologies

Vivandi.ae uses cookies and similar tracking technologies to operate and improve the Website. These include:

• Essential/strictly necessary cookies – required for core Website functionality, such as security and page navigation
• Shopping cart and account cookies – to remember items in your cart and keep you logged into your account
• Analytics cookies – to help us understand how visitors use the Website, so we can improve performance and content
• Advertising/marketing cookies – to deliver relevant advertising and measure the effectiveness of our campaigns, including on third-party platforms

Managing cookie preferences: You can control or disable cookies through your browser settings at any time. Please note that disabling certain cookies (particularly essential cookies) may affect the functionality of the Website, including your ability to complete a purchase.

10. Marketing Communications & Opt-Out

• We may send you promotional emails, SMS, or WhatsApp messages about new products, offers, and updates where you have provided your consent (for example, by subscribing to our newsletter or opting in at checkout).
• You may withdraw your consent and unsubscribe at any time by clicking the "unsubscribe" link included in our marketing emails, replying "STOP" to SMS messages, or by contacting us directly at shop@vivandi.ae.
• You can also update your marketing preferences at any time through your Vivandi.ae account settings.
• Please note that even if you opt out of marketing communications, we will continue to send you essential, transactional communications relating to your orders and account.

11. Data Security

We take the security of your personal information seriously and implement reasonable technical and organisational safeguards, including:

• A secure website using encryption protocols (such as SSL/TLS) to protect data transmitted between your browser and our servers
• Encryption and access controls to protect stored data from unauthorised access, alteration, or disclosure
• Regular review of our security practices in line with industry standards

While we take reasonable steps to protect your information, no method of transmission or storage over the internet is completely secure. You are responsible for keeping your account login credentials and password confidential, and for notifying us immediately if you suspect any unauthorised use of your account.

12. Data Retention

We retain your personal information only for as long as is reasonably necessary to fulfil the purposes for which it was collected, including to satisfy any legal, accounting, tax, or regulatory requirements under UAE law. When your information is no longer required for these purposes, we will securely delete, anonymise, or destroy it in accordance with our internal data retention practices.

13. Your Privacy Rights

Subject to applicable UAE law, including Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data ("UAE PDPL"), you may have the right to request that we:

• Access the personal information we hold about you
• Correct any inaccurate or incomplete information
• Update your personal or account information
• Delete your personal information, where applicable and subject to our legal and regulatory retention obligations
• Change your marketing preferences, including withdrawing consent to marketing communications
• Object to or restrict certain processing of your personal data, where applicable

To exercise any of these rights, please contact us using the details in Section 17. We may need to verify your identity before actioning your request, and we will respond within a reasonable timeframe in accordance with applicable law.

14. International Data Processing

While Vivandi is based in the United Arab Emirates, some of our technology and service providers (such as cloud hosting, analytics, payment, or communication platforms) may store or process personal information on servers located outside the UAE. Where this occurs, we take reasonable steps to ensure that such providers maintain an appropriate level of data protection consistent with UAE law and international best practice.

15. Third-Party Websites & Services

Vivandi.ae may contain links to third-party websites, applications, or services that are not owned or controlled by us (including social media platforms and partner brand sites). This Privacy Policy does not apply to those third-party sites. We encourage you to review the privacy policies of any third-party website or service before providing your personal information.

16. Changes to This Privacy Policy

Vivandi may update or revise this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or for other operational reasons. The most current version will always be posted on Vivandi.ae, with the "Last Updated" date revised accordingly. We encourage you to review this Policy periodically. Your continued use of the Website after any changes constitutes your acceptance of the updated Policy.

17. Contact Us

If you have any questions, concerns, or requests relating to this Privacy Policy or how we handle your personal information, please contact us:

Email: shop@vivandi.ae Phone: +971 50 213 0449 Hours: Monday–Saturday, 9:00 AM–6:00 PM Sunday: Closed