Your Privacy Matters to DuuD.ae

Introduction

DuuD.ae is operated by DuuD Telecom LLC, a UAE physical retail business specialising in mobile phones, consumer electronics, accessories, device exchange and customer support services.

Customers may use DuuD.ae to browse products, place eligible online orders, make online card payments, arrange Click & Pick collection, request delivery and communicate with our customer-support team.

This Privacy Policy applies to personal information processed through:

• DuuD.ae and its online checkout.
• DUUD customer accounts, where enabled.
• Click & Pick orders and reservations.
• Online and showroom purchases.
• Telephone, email and WhatsApp communication.
• Delivery, return, exchange and warranty requests.
• DUUD physical retail locations.

Who Controls Your Information?

DuuD Telecom LLC is responsible for determining how and why personal information covered by this policy is processed.

Information We May Collect

The information collected depends on how a customer uses our website, stores and services.

We request customers not to send unnecessary sensitive personal information through website forms, WhatsApp, email or telephone.

How We Receive Information

Personal information may be received:

• Directly from the customer during checkout, registration, reservation or enquiry.
• When a customer contacts DUUD through telephone, email, WhatsApp or a physical showroom.
• From approved payment providers when a payment or refund is processed.
• From delivery providers when an order is dispatched or delivered.
• From website cookies, server logs and security technologies.
• From authorised service centres, suppliers or warranty providers where required for a service or warranty request.
• From another person placing an order for the customer, where that person is authorised to provide the information.

How We Use Personal Information

We may use personal information for the following purposes:

• To create, verify and manage orders and reservations.
• To process online card payments and confirm payment status.
• To arrange Click & Pick collection.
• To arrange, dispatch and track delivery.
• To issue invoices, credit notes and refund records.
• To process returns, exchanges, warranty claims and service requests.
• To answer product and customer-service enquiries.
• To verify identity for collection, refund, exchange or fraud-prevention purposes.
• To prevent payment fraud, misuse and security incidents.
• To maintain accounting, tax, legal and business records.
• To operate, secure, analyse and improve our website and customer experience.
• To send service-related messages about an enquiry, order, payment, collection, delivery or warranty request.
• To send marketing messages only where permitted and according to the customer’s communication choices.

Basis for Processing Information

Depending on the situation, personal information may be processed:

• To take steps requested by a customer before a purchase or service agreement.
• To process and perform an order, delivery, collection, return, warranty or other customer agreement.
• To comply with applicable accounting, tax, regulatory and legal obligations.
• To establish, exercise or defend legal rights.
• To protect customers, DUUD and others against fraud, misuse and security risks.
• Based on customer consent where consent is required.
• On another lawful basis permitted under applicable UAE law.

Where processing relies on consent, customers may withdraw that consent subject to legal and contractual requirements.

Online Payments and Financial Information

Eligible customers may complete payment online through an approved payment provider or pay at a DUUD showroom when showroom payment is available.

Online card details are processed through the payment provider’s secure payment system. DUUD may receive:

• Payment approval or failure status.
• Transaction reference number.
• Payment date and amount.
• Payment method.
• Limited masked card information.
• Refund or chargeback status.

Payment providers, banks and finance providers may process information according to their own privacy notices and regulatory obligations.

Cookies and Website Technologies

DuuD.ae may use cookies and similar technologies to operate the website, maintain the shopping cart, secure checkout, remember preferences and understand website performance.

Essential cookies

Essential cookies support functions such as website security, shopping-cart operation, checkout, customer login, fraud prevention and remembering privacy choices.

Preference cookies

Preference cookies may remember language, location, display or shopping preferences.

Analytics cookies

Analytics cookies may help us understand page visits, product interest, website errors and general website performance.

Advertising cookies

Where enabled, advertising cookies may be used to measure advertising performance and show relevant advertising according to applicable requirements and customer choices.

Where required, optional cookies will be used according to the customer’s cookie choices. Customers can also control cookies through their browser settings, although blocking essential cookies may prevent parts of the website or checkout from working correctly.

When Information May Be Shared

DUUD does not sell customer personal information.

Information may be shared only where reasonably necessary with:

• Payment processors, banks and approved payment service providers.
• Delivery, courier and logistics providers.
• Website hosting, cloud, security and technical service providers.
• Ecommerce, customer-support and communication service providers.
• WhatsApp or other communication platforms when the customer uses those channels.
• Analytics and advertising providers where those services are enabled.
• Suppliers, manufacturers and authorised service centres for warranty or technical support.
• Accountants, auditors, insurers, legal advisers and professional consultants.
• Government, regulatory, judicial or law-enforcement authorities where required or permitted by law.
• A buyer, investor or successor in connection with a lawful restructuring, merger or transfer of the business, subject to appropriate safeguards.

Service providers are expected to process information only for the relevant service, contractual requirement or lawful purpose.

International Data Processing

Some website, cloud, communication, analytics, payment or technical service providers may process or store information outside the United Arab Emirates.

Where cross-border processing occurs, DUUD will take reasonable steps to use service providers and safeguards appropriate to the nature of the information and applicable legal requirements.

These safeguards may include contractual, organisational and technical protections or another transfer mechanism permitted by applicable law.

How Long We Keep Information

DUUD keeps personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet applicable business, accounting, tax, warranty, fraud-prevention, dispute and legal requirements.

Retention periods may differ depending on:

• The type of information.
• The status of an order or customer account.
• Warranty and after-sales requirements.
• Accounting and tax-record obligations.
• Fraud-prevention and security requirements.
• Pending complaints, disputes or legal claims.
• Customer consent and marketing preferences.

When information is no longer required, it may be securely deleted, anonymised or retained in a restricted form where continued retention is legally required.

How We Protect Information

DUUD uses reasonable technical and organisational measures intended to protect personal information against unauthorised access, accidental loss, misuse, alteration or disclosure.

Measures may include:

• SSL encryption for website connections.
• Restricted access to business systems.
• Secure payment-service providers.
• Account and administrator access controls.
• Security monitoring and system updates.
• Backups and recovery measures.
• Staff confidentiality and access controls.
• Service-provider security requirements.

No internet transmission, website, payment system or electronic storage method can be guaranteed to be completely secure.

If a personal-information incident occurs, DUUD will investigate the incident, take reasonable corrective action and provide notifications where required by applicable law.

Customer Privacy Rights

Subject to applicable law and any permitted exceptions, customers may request:

A request may be submitted to: sales@duudtelecom.com .

DUUD may request reasonable information to verify the identity of the person making the request. Some information may continue to be retained where required for invoices, transactions, warranties, disputes, fraud prevention or legal compliance.

Marketing Communications

DUUD may send promotional messages only where permitted and according to the customer’s communication choices.

Customers may unsubscribe or object to marketing by:

• Using an unsubscribe option included in the message, where available.
• Replying to the message with an opt-out request.
• Contacting DUUD through the official email, telephone number or Contact page.

Opting out of promotional messages does not prevent DUUD from sending necessary service messages about an active order, payment, delivery, return, warranty or customer request.

Children’s Information

DuuD.ae is intended for customers who can lawfully enter into a purchase or use the website with the involvement of a parent or legal guardian where required.

DUUD does not knowingly request unnecessary personal information from children. A parent or legal guardian who believes that a child has provided personal information without appropriate involvement may contact DUUD to request review or deletion, subject to applicable requirements.

Third-Party Websites and Services

DuuD.ae may contain links to external services such as payment providers, WhatsApp, social-media pages, map services, manufacturers, finance providers or delivery services.

External services operate under their own terms and privacy policies. DUUD does not control how an independent third party processes information after a customer leaves DuuD.ae or directly uses that third party’s service.

Customers should review the privacy information provided by the relevant third party before submitting information to it.

Changes to This Privacy Policy

DUUD may update this Privacy Policy to reflect changes to the website, payment methods, delivery services, business processes, technology or legal requirements.

The latest version will be published on this page with the updated date.

Where a material change requires customer notice or consent, DUUD will take reasonable steps to provide the required information or obtain the appropriate choice.