Privacy Policy

Last updated: 5 October 2026

1. Who we are and what this policy covers

This Privacy Policy explains how SHARAF DG L.L.C ("Sharaf DG", "we", "us", "our"), a company registered in Dubai, United Arab Emirates, collects, uses, shares, protects, retains and deletes your personal information when you use:

• the Sharaf DG mobile app for Android (Google Play package com.norq.shopex.sharaf) and iOS (the "App");
• our website uae.sharafdg.com (the "Website"); and
• our stores, call centre, email, WhatsApp, live chat and other channels (the "Other Channels").

Together these are our "Services". SHARAF DG L.L.C is the developer of the App and is responsible for your personal information (the data controller). Our contact details are in section 19.

Please read this policy carefully. If you do not agree with it, please do not use the Services.

2. Information we collect

We collect only the information we need to run the Services. The table below lists every category of personal and device data the App and Website may collect.

Sources. We collect this information directly from you, automatically from your device when you use the Services, from social login providers you choose to use, and from our delivery, payment and instalment partners in connection with your orders.

What we do not collect. The App does not access your contacts, call logs, SMS messages, or the list of other apps installed on your device.

3. App permissions

The App asks for your permission before accessing the following device features. You can allow or deny each one, and change your choice at any time in your device settings. If you deny a permission, the rest of the App keeps working.

• Location (approximate and precise): to show delivery options and nearby stores. Used only while you are using the App.
• Notifications: to send order updates and, if you opt in, offers.
• Camera: only when you choose to scan a barcode or take a photo to upload.
• Photos / media: only for files you select yourself to upload.

4. How we use your information

We use your information to:

• create and manage your account and let you sign in;
• process, deliver, install, return and refund your orders, and manage warranties and DG Shield / extended warranty plans;
• process payments and instalment plans, and detect and prevent fraud;
• provide customer support through our stores, call centre, chat, WhatsApp and email;
• show delivery options, store locations and stock for your area;
• personalise the products, content and offers you see;
• send service messages (order confirmations, delivery updates, security alerts);
• send marketing by email, SMS, WhatsApp and push notification only where you have agreed — you can opt out at any time;
• analyse how the Services are used so we can fix problems and improve them;
• comply with UAE law, tax and consumer-protection obligations, and respond to lawful requests from authorities.

We do not use your information for purposes that are unrelated to the above without telling you first and, where required, asking for your consent.

5. How we share your information

We do not sell your personal information. We share it only as follows, and only as much as is needed for each purpose:

• Delivery and logistics partners: name, phone number and address to deliver, install or collect your order.
• Payment service providers and banks: to process card, Apple Pay, PayPal and other payments and refunds.
• Instalment / Buy Now, Pay Later partners (for example, Tabby and Tamara, and partner banks for Easy Payment Plans): when you choose that payment option.
• Service and warranty partners: brand service centres and DG Help, to handle repairs and warranty claims.
• Technology and communications providers: cloud hosting, customer-data and messaging platforms, customer-support tools, analytics and crash reporting (see section 6).
• Advertising and marketing partners: device IDs and app activity to measure and show relevant ads, only where permitted by your device settings and consent. Data from Sign in with Google or Facebook Login is never shared for advertising (see section 7 and section 8).
• Sharaf Group companies: to provide and support the Services across our group.
• Authorities: where required by law, regulation or court order, or to protect the rights, property or safety of our customers, staff or Sharaf DG.
• Business transfers: if Sharaf DG is involved in a merger, acquisition or sale of assets, under the same protections described here.

All service providers act on our instructions, may use your information only to provide services to us, and are required to keep it confidential and secure.

6. Third-party services and SDKs

The App and Website use the following third-party services, which may collect information as described in their own privacy policies:

• Google (Google Analytics / Firebase, Google Tag Manager, Google Ads / Campaign Manager, Google Sign-In) — analytics, crash reporting, push notifications, advertising measurement, sign-in. Google Privacy Policy
• Synerise — customer data platform for personalisation, email, SMS and push notifications. Synerise Privacy Policy
• Meta (Facebook Login and advertising tools) — sign-in and advertising measurement. Meta Privacy Policy
• Apple (Sign in with Apple, Apple Pay). Apple Privacy Policy
• RTB House — retargeting advertising.

7. How we handle Google user data

This section applies when you choose Sign in with Google in the Sharaf DG App (com.norq.shopex.sharaf) or on uae.sharafdg.com. It explains exactly which Google user data SHARAF DG L.L.C accesses and what we do with it.

7.1 Google user data we access

With your permission on the Google consent screen, we access only the following basic profile information from your Google Account:

• your name (first and last name);
• your email address;
• your profile picture; and
• your unique Google account ID.

We do not access your Gmail, Google Drive, Google Contacts, Calendar, Photos or any other Google service data, and we never receive your Google password.

7.2 How we use Google user data

We use this data only to provide and improve the sign-in feature you asked for:

• to create your Sharaf DG account, or link it to your existing account, and sign you in;
• to show your name and profile picture in your account profile;
• to send order confirmations and account-related messages to your email address.

We do not use Google user data for advertising, including targeted, personalised, retargeted or interest-based advertising. We do not use it to determine credit-worthiness or for lending purposes, and we do not use it to develop, improve or train artificial intelligence or machine-learning models. We send promotional messages to your email address only if you separately opt in to marketing, and you can opt out at any time.

7.3 How we store and protect Google user data

• Your name, email address and Google account ID are stored in your Sharaf DG account on secure servers, with access limited to authorised staff.
• Your Google profile picture is displayed from Google and is not stored on our servers.
• All data is encrypted in transit using HTTPS/TLS and protected by the security measures in section 10.

7.4 Sharing of Google user data

We do not sell, rent or transfer Google user data to third parties, including advertising platforms, data brokers and information resellers. We disclose it only:

• to service providers that host and operate our systems on our behalf, solely to provide sign-in and account features, under confidentiality obligations;
• where required by law, or to protect the security of our users; or
• as part of a merger or acquisition, under the same protections described in this policy.

7.5 Retention and deletion of Google user data

• We keep Google user data only while your Sharaf DG account is active.
• If you delete your account, or ask us to remove your Google sign-in details, we delete this data within 14 working days (see section 12).
• You can also remove Sharaf DG's access at any time at myaccount.google.com/permissions.

7.6 Google API Services User Data Policy

Sharaf DG's use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

8. How we handle Facebook Login data

This section applies when you choose Continue with Facebook in the Sharaf DG App (com.norq.shopex.sharaf) or on uae.sharafdg.com. It explains what data SHARAF DG L.L.C receives from Meta Platforms ("Platform Data") and how we process it, as required by the Meta Platform Terms.

8.1 Data we receive from Facebook

With your permission on the Facebook Login screen, we receive only your public profile and email address:

• your name (first and last name);
• your email address;
• your profile picture; and
• your app-scoped Facebook user ID.

We do not receive your Facebook password, friends list, posts, messages, photos or any other Facebook data.

8.2 How and why we process it

• to create your Sharaf DG account, or link it to your existing account, and sign you in;
• to show your name and profile picture in your account profile;
• to send order confirmations and account-related messages to your email address.

We do not use Platform Data to make decisions about eligibility for housing, employment, insurance, credit, education or benefits; for surveillance; to discriminate against anyone; or to build profiles without your consent. We do not sell, license or purchase Platform Data. We send promotional messages to your email address only if you separately opt in to marketing.

8.3 Storage, protection and sharing

• Your name, email address and Facebook user ID are stored in your Sharaf DG account on secure servers and encrypted in transit (see section 10). Your profile picture is displayed from Facebook and is not stored on our servers.
• We share Platform Data only with service providers that host and operate our systems on our behalf, under contracts that limit their use to providing our services, or where required by law.

8.4 How to delete your Facebook Login data

You can ask us to delete the data we received from Facebook at any time, in any of these ways:

1. In the App or on the Website: sign in, go to My Account › Account details, scroll down and tap Delete my account, then confirm. This deletes your account together with all Facebook Login data.
2. By email: send a request to support@sharafdg.com with the subject "Facebook data deletion request" from the email address linked to your account. You can ask us to remove only your Facebook Login data and keep your account.
3. From Facebook: go to Facebook › Settings & privacy › Settings › Apps and websites, select Sharaf DG and click Remove. This stops sharing; to also delete the data we hold, use option 1 or 2.

We delete Facebook Login data within 14 working days of your request, and also when you delete your account, when we no longer need it, or when Meta asks us to. Order and invoice records we must keep by law are retained as described in section 11, but no longer linked to your Facebook account.

9. Cookies and similar technologies

Our Website uses cookies, and our App uses similar technologies such as SDKs and device identifiers.

• Essential cookies keep you signed in, remember your cart and keep the site secure. They expire when you close your browser or after a short period.
• Preference cookies remember choices such as language and delivery area.
• Analytics cookies help us understand how the Website is used.
• Advertising cookies, including those set by third-party advertising partners, help show and measure relevant ads.

You can block or delete cookies in your browser settings. Blocking essential cookies may stop parts of the Website from working. In the App, you can reset or limit your advertising ID in your device settings (Android: Settings › Privacy › Ads; iOS: Settings › Privacy & Security › Tracking).

10. How we protect your information

• All data sent between the App or Website and our servers is encrypted in transit using HTTPS/TLS.
• Passwords are stored in encrypted (hashed) form.
• Card payments are handled by PCI-DSS compliant payment providers; we never store full card numbers or CVV.
• Access to personal information is limited to staff and partners who need it to do their job and who are bound by confidentiality.
• We use firewalls, monitoring and regular security reviews to protect our systems.
• To report a security vulnerability, email support@sharafdg.com with the subject "Security vulnerability report".

No method of transmission or storage is completely secure, but we work to protect your information and will notify you and the relevant authorities of a data breach where required by law.

11. How long we keep your information

We keep personal information only as long as needed for the purposes in this policy:

• Account information: while your account is active. After you delete your account, it is deleted or anonymised within 30 days, except as listed below.
• Order, invoice and payment records: kept for the period required by UAE commercial and tax law (currently up to 5 years), and for the length of any warranty or service plan you purchased.
• Customer-support messages: up to 2 years after your request is closed.
• Analytics and app-performance data: up to 14 months, then deleted or anonymised.
• Marketing preferences: until you opt out; we keep a record of your opt-out so we do not contact you again.

Where we must keep information for legal reasons after you delete your account, we restrict its use to that purpose only.

12. Deleting your account and data

You can ask us to delete your Sharaf DG account and the personal data associated with it at any time, free of charge.

In the App:

Sign in, go to My Account › Account details, scroll to the bottom and tap Delete my account, then confirm. This works the same on Android, iOS and the Website.

Without the App:

• Email support@sharafdg.com with the subject "Account deletion request" from the email address linked to your account; or
• use live chat or WhatsApp +971 54 309 0859; or
• call 800 344357.

We may ask you to verify your identity. We will confirm and complete your request within 14 working days.

What is deleted:

Your profile, contact details, saved addresses, wishlist, social login data (Google, Facebook and Apple), marketing preferences and app activity linked to your account.

What is kept and for how long:

Order, invoice and payment records, and warranty records, which we are legally required to keep for the periods in section 11. You can also ask us to delete specific data (for example, social login details or saved addresses) without deleting your whole account.

13. Your choices and rights

Subject to applicable law, including the UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data, you have the right to:

• access the personal information we hold about you and receive a copy;
• correct inaccurate or incomplete information (you can also edit most details in My Account);
• request deletion of your information (see section 12);
• withdraw your consent at any time, for example to marketing or location access;
• object to or restrict certain processing, including direct marketing and profiling;
• request that your data be transferred to you or another provider in a structured format;
• complain to the UAE Data Office or other competent authority.

Marketing opt-out. Use the unsubscribe link in any email, reply STOP to SMS, turn off notifications in your device settings, update preferences in My Account, or contact us.

To exercise any right, contact us using the details in section 19. We will respond within 30 days.

14. Children

The Services are intended for adults. You must be at least 18 years old to create an account or place an order. We do not knowingly collect personal information from children under 18. If you believe a child has provided us with personal information, please contact us and we will delete it.

15. International data transfers

Some of our service providers store or process data outside the UAE. When we transfer personal information abroad, we do so in line with UAE law and use appropriate safeguards, such as contractual data-protection commitments, so that your information remains protected.

16. Third-party websites

The Services may link to websites and apps run by others, such as brand sites or payment pages. We are not responsible for their privacy practices; please read their privacy policies.

17. Changes to this policy

We may update this Privacy Policy from time to time. We will post the updated version on this page with a new "Last updated" date. If we make significant changes, we will let you know through the App, by email, or by a notice on the Website before the changes take effect.

18. Governing law

This Privacy Policy is governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. The courts of Dubai have jurisdiction over any dispute relating to it.

19. Contact us

For any question, request or complaint about this Privacy Policy or your personal information, contact:

SHARAF DG L.L.C – Privacy Team
Office No. 12, Al Hilal Building, Sheikh Rashid Road, Al Garhoud, Deira, Dubai, United Arab Emirates
Email: support@sharafdg.com
Phone: 800 344357 (toll-free in UAE)  |  +971 54 307 7646
WhatsApp: +971 54 309 0859