Privacy Policy

Modern Delivery Services Company L.L.C. “Khedmah”

PRIVACY POLICY

as of November 2024

SECTION 1: GENERAL

Modern Delivery Services Company L.L.C., its group companies, associated companies and/or its affiliates concerned with or connected to the Khedmah Services, being the website, platform, applications, applications, portal and other online services, (Khedmah, We and Us) respect your privacy and we are committed to protecting it through our compliance with the provisions of Sultani Decree 6 of 2022 promulgating the Personal Data Protection Law (the Law) as set out in this Privacy Policy.

Accordingly, We process your personal data within a framework of transparency, honesty, and respect for human dignity, and only after obtaining your express consent to process it.

This Privacy Policy describes:

• the types of information that Khedmah may collect from you when you access or use the Khedmah website, platform, applications, mobile applications, portal and other online services (collectively, referred to as Khedmah Services); and
   
• our practices and process for processing that information.

This Privacy Policy applies only to the information Khedmah collects through Khedmah Services, in email, text and/or other electronic communications sent through or in connection with the provision of Khedmah Services.

This Privacy Policy DOES NOT apply to information that you provide to, or that is collected by, any third-party, such as suppliers from whom you order and/or pay through Khedmah Services and social networks that you use in connection with Khedmah Services.  Khedmah encourages you to consult directly with such third-parties concerning their privacy practices and policies.

Please read this Privacy Policy carefully to understand Khedmah's practices and processes regarding the processing of your personal data and how Khedmah will treat it.  By accessing and/or using Khedmah Services and/or registering for an account with Khedmah, you are required to agree with and accept the Terms & Conditions of Use of the Khedmah Services, which includes your express consent to us processing your personal data.

If you do not provide your personal data and other information that Khedmah requires, Khedmah may not be able to provide all of the Khedmah Services to you.

SECTION 2: IMPORTANT CONTACT DETAILS

For all residents of the Sultanate of Oman who access or use Khedmah Services and/or who have registered an account with Khedmah:

• khedmah located at Al Khuwair / Bousher / Muscat Governorate with the following contact details:

• • telephone number: +968 24727272; and
  • email address: contactus@khedmahdelivery.com,

will be the Controller of your personal data which is processed in connection with Khedmah Services; and

• khedmah located at Al Khuwair / Bousher / Muscat Governorate with the following contact details:

• • telephone number: +968 24727272; and
  • email address: contactus@khedmahdelivery.com,

will be the Processor of your personal data which is processed in connection with Khedmah Services.

The Controller is responsible for maintaining the confidentiality of your personal data and may only transfer your personal data to a third party (not being part of, or associated with, Khedmah) or transfer your personal data outside of the borders of the Sultanate of Oman either with your express consent or in accordance with the provisions of the Law.

The Processor processes your personal data collected.

SECTION 3: PERMISSIBLE AGE

Khedmah Services are not intended for users under the age of majority, being 18 years of age (Permissible Age).  We do not knowingly collect any personal data from users or market to or solicit information from anyone under the Permissible Age.

If we become aware that a person submitting personal data is under the Permissible Age, we will delete the account and any related information as soon as possible.

If you believe we might have any information from or about a user under the Permissible Age, please contact the Controller at the contact details above.

SECTION 4: CHANGES TO THIS PRIVACY POLICY

We reserve the right to amend the content of this Privacy Policy from time to time to reflect changes in the Law, our data collection and use practices, the features of Khedmah Services, or advances in technology.

Please check this Privacy Policy periodically for changes.

Processing of personal data that we collect is subject to the Law and the Privacy Policy in effect at the time such information is used.  Please review any changes carefully.  Your continued use of Khedmah Services after changes have been made to this Privacy Policy will constitute your consent and acceptance of those changes.

SECTION 5: COLLECTION OF PERSONAL DATA & INFORMATION

Khedmah collects several types of information from and about users of Khedmah Services, including:

• your personal data which is information that can be associated with you and could be used to identify you whether from that data, or from the data and other information that we have, or is likely we have access to.  We do not consider personal data to include information that has been made anonymous or aggregated so that it can no longer be used to identify you, whether in combination with other information or otherwise; and/or
   
• information about your internet connection, the equipment you use to access Khedmah Services and your usage details of it.

We collect this information:

• directly from you when you provide it to Us; and/or
   
• automatically as you navigate through Khedmah Services (information collected automatically may include usage details, IP addresses and information collected through cookies, web beacons and other tracking technologies).

Information we collect from you

The information we collect on or through Khedmah Services may include:

• your personal data and account information: your full name, email address, postal code, password and other information you may provide with your account, such as your gender, mobile phone number and website.  Your profile picture can be publicly displayed as part of your account profile (optional).  You may optionally provide us with this information through third-party sign-in services (such as Facebook).  In such cases, we fetch and store whatever information is made available to Us by you through these ‘sign-ins’ to Khedmah Services;
   
• your personal data relating to transactional information: if you order or purchases through Khedmah Services, We may collect and store information about you to process your requests and automatically complete forms for future transactions, including (but not limited to) your phone number, address, email, billing information and credit or payment card information.  This information may be shared with third-parties which assist in processing and fulfilling your requests, including payment gateway processors.  When you submit credit or payment card information, We encrypt the information using industry standard technologies, as further described below under Payment Card Information.  
   

If you write reviews about businesses with which you conduct transactions through Khedmah Services, We may publicly display information that you transacted with those businesses.
 

• your content: information you provide through Khedmah Services, including your reviews, photographs, comments, lists, followers, the users you follow, current and prior order details and history, favourite suppliers, special order requests, contact information of people you add to, or notify of through Khedmah Services, names, and other information you provide on Khedmah Services, and other information in your account profile;
   
• your communications: communications between you and other users or suppliers through Khedmah Services; your participation in a survey, poll, contest or promotion scheme; your request for certain features (e.g. newsletters, updates or other products); your communication with Us about employment opportunities posted to Khedmah Services;
   
• your Public Posts: you also may provide information (such as ratings, reviews, tips, photos, comments, likes, bookmarks, friends, lists, etc.) to be published or displayed (hereinafter, posted) on publicly accessible areas of Khedmah Services, or transmitted to other users of Khedmah Services or third-parties (collectively, User Contributions).
   

Your User Contributions are posted on and transmitted to others at your own risk.  Although We limit access to certain pages, you may set certain privacy settings for such information by logging into your account profile.  Please be aware that no security measures are perfect or impenetrable (see Security section below).  Additionally, We cannot control the actions of other users of Khedmah Services with whom you may choose to share your User Contributions.  Therefore, We cannot and do not guarantee that your User Contributions will not be viewed by unauthorised persons.
 

We may display this information on Khedmah Services, share it with businesses, and further distribute it to a wider audience through third party sites and Khedmah Services.  You should be careful about revealing any sensitive details about yourself in such postings.
 

• your preferences: your preferences and settings, such as time zone and language;
   
• your searches and other activities: the search terms you have looked up and results you selected;
   
• your browsing information: how long you have been using Khedmah Services and which features you used; the ads you have clicked on;
   

We use the information you provide to us to enhance the functionality and improve the quality of Khedmah Services, and to personalise your experience while using Khedmah Services.  We also use this information to display relevant advertising, provide support to you, communicate with you, and comply with our legal obligations.

Information we collect through automatic data collection technologies

We may automatically collect certain information about the computer or devices (including mobile devices) you use to access Khedmah Services, and about your use of Khedmah Services, even if you use Khedmah Services without registering or logging in, including:

• usage information: details of your use of Khedmah Services, including traffic data, location data, logs and other communication data and the resources that you access and use on, or through, Khedmah Services;
   
• computer and device information: information about your computer, internet connection and mobile device, including your IP address, operating systems, platforms, browser type, other browsing information (connection, speed, connection type, etc.), device type, device's unique device identifier, mobile network information and the device's telephone number;
   
• stored information and files: our applications also may access metadata and other information associated with other files stored on your mobile device.  This may include, for example, photographs, audio and video clips, personal contacts and address book information;
   
• location information: our applications collect real-time information about the location of your device, as permitted by you;
   
• last URL visited: the URL of the last web page you visited before visiting Khedmah Services;
   
• mobile device IDs: unique mobile device identifier (e.g. IDFA or other device IDs on Apple devices, such as iPhone and iPad), if you're using Khedmah Services on a mobile device, we may use mobile device IDs (the unique identifier assigned to a device by the manufacturer), instead of cookies, to recognise you.  We may do this to store your preferences and track your use of Khedmah Services.  Unlike cookies, mobile device IDs cannot be deleted.  Advertising companies may use device IDs to track your use of Khedmah Services, track the number of advertisements displayed, measure advertising performance and display advertisements that are more relevant to you.  Analytics companies may use mobile device IDs to track your usage of Khedmah Services;
   
• your preferences: your preferences and settings such as time zone and language;
   
• your activity on Khedmah Services: information about your activity on Khedmah Services, such as your search queries, comments, domain names, search results selected, number of clicks, pages viewed and the order of those pages, how long you visited Khedmah Services, the date and time you used Khedmah Services, error logs, and other similar information;
   
• mobile status: for mobile application users, the online or offline status of your application; and
   
• applications: if you use Khedmah Services, We may collect information about the presence and/or absence and/or details pertaining to other applications on your mobile phone.  The applications We gather information for may vary across categories, including, without limitation, shopping, fashion, food and travel.  This will help Us understand you and your preferences better and enable US to provide you with a personalised experience.
   
• Cookies and other electronic tools: We, and third parties with whom we partner, may use cookies, pixel tags, web beacons, mobile device IDs, "flash cookies" and similar files or technologies to collect and store information in respect to your use of Khedmah Services and third party websites.  Third parties whose products or services are accessible or advertised through Khedmah Services, including social media services, may also use cookies or similar tools, and we advise you to check their privacy policies for information about their cookies and other practices.  We do not control the practices of such partners and their privacy policies govern their interactions with you.

Information we collect from Third Parties

We may collect, process and store your user ID associated with any social media account (such as your Facebook account) that you use to sign into Khedmah Services or connect with or use with Khedmah Services.  When you sign in to your account with your social media account information, or otherwise connect to your social media account with Khedmah Services, you consent to our collection, storage, and use, in accordance with this Privacy Policy, of the information that you make available to Us through the social media interface.  This could include, without limitation, any information that you have made public through your social media account, information that the social media service shares with Us, or information that is disclosed during the sign-in process.  Please see your social media provider's privacy policy and help centre for more information about how they share information when you choose to connect your account.

We may also obtain information about you from third parties such as partners, marketers, third-party websites, and researchers, and combine that information with information which We collect from or about you.

SECTION 6: USE OF PERSONAL DATA & INFORMATION COLLECTED

We use the information we collect from and about you for a variety of purposes, including to:

• process and respond to your queries;
   
• understand our users (what they do on Khedmah Services, what features they like, how they use them, etc.), improve the content and features of Khedmah Services (such as by personalising content to your interests), process and complete your transactions, and make special offers;
   
• administer Khedmah Services and diagnose technical problems;
   
• send you communications that you have requested or that may be of interest to you by way of emails, or courier, or registered post, or telephone calls, or any other mode of communication;
   
• send you questions from other users that you may be able to answer if you have registered with Khedmah;
   
• enable Us to show you advertisements that are relevant to you;
   
• generate and review reports about, and to conduct research on, our user base and service usage patterns;
   
• administer contests and competitions;
   
• provide you with customer support assistance;
   
• carry out our obligations and enforce our rights arising from any contracts entered into between you and Us, including for billing and collection;
   
• notify you about changes to Khedmah Services;
   
• allow you to participate in interactive features offered through Khedmah Services;
   
• in any other way We may describe when you provide the information; and
   
• for any other purpose with your consent.

We may use the information We have collected from you to enable us to display advertisements to our advertisers'/service providers' target audiences.  Even though We do not disclose your personal data for these purposes without your consent, if you click on or otherwise interact with an advertisement, the advertiser may assume that you meet its target criteria.

We may anonymise and/or de-identify information collected from you through Khedmah Services or via other means, including via the use of third-party web analytic tools as described below.  As a result, our use and disclosure of aggregated and/or de-identified information is not restricted by Law or this Privacy Policy, and it may be used and disclosed to others without limitation.

SECTION 7: SHARING OF PERSONAL DATA & INFORMATION

We may disclose personal data that We collect or you provide, as described in this Privacy Policy and in accordance with the Law, in the following ways:

• General information disclosures
   
• • to our subsidiaries and affiliates, which are entities concerned with or connected to Khedmah Services;
     
• • to contractors, advertisers/service providers who are bound by contractual obligations to keep personal information confidential and use it only for the purposes for which We disclose it to them;
     
• • to a buyer or other successor in the event of a merger, divestiture, restructuring, reorganization, dissolution or other sale or transfer of some or all of Khedmah's assets, whether as a going concern or as part of bankruptcy, liquidation or similar proceeding, in which information held by Khedmah about the users of Khedmah Services are among the assets transferred;
     
• • to third-parties to market their products or Khedmah Services to you if you have expressly consented to receive such promotional updates.  We contractually require these third-parties to keep personal data confidential and use it only for the purposes for which We disclose it to them;
     
• • to fulfil the purpose for which you provide it; and
     
• • for any other purpose disclosed by Us when you provide the information.
     
• Service providers

We may share your personal data with outside vendors that We use for a variety of purposes, such as to send you communications via emails, messages or tele-call to inform you about our products that may be of interest to you, push notifications to your mobile device on our behalf, provide voice recognition services to process your spoken queries and questions, help Us analyse your use of Khedmah Services, and process and collect payments.  Some of our products, services and databases are hosted by third party hosting service providers.  We also may use vendors for other projects, such as conducting surveys or organising competitions for Us.  We may share information about you with these vendors only to enable them to perform their services and upon your express consent to do so.

• Suppliers

When you execute an online order transaction through Khedmah Services, your information is provided to Us and to the supplier with whom you choose to transact with.  In order to facilitate your order processing, We provide your information to that supplier in a similar manner as if you had made the order directly with the supplier.  If you provide a mobile phone number, the supplier or Khedmah may send you text messages regarding your order's delivery status.  Some suppliers also require you to provide credit or debit card account information to complete your order.  When you make an order transaction through Khedmah Services and/or make a payment to a supplier through Khedmah Services, We may also share with the supplier additional information, such as information about your purchasing preferences and history or information that We collect from third-parties.

Information you choose to share with a supplier when you order and/or pay a supplier through Khedmah Services may be used by the supplier for its own purposes.  We do not control the privacy practices of suppliers.  Please contact the supplier directly if you want to learn about its privacy practices.

• Payment Card Information

To use certain activities of Khedmah Services, such as to make payments to certain suppliers, We may require credit or debit card account information.  By submitting your credit or debit card account information through Khedmah Services, you expressly consent to the sharing of your information with suppliers, third-party payment processors, and other third-party service providers (including but not limited to vendors who provide fraud detection services to Us and other third parties), and you further agree to the following terms:

• • when you use a credit or debit card to secure an order through Khedmah Services, We provide your credit or debit card account information (including card number and expiration date) to our third-party payment service providers and the applicable supplier; and
     
• • when you initially provide your credit or debit card account information through Khedmah Services in order to use the supplier’s payment system, We provide your credit or debit card account information to our third-party payment service providers.  These third parties may store your credit or debit card account information so you can use the supplier’s payment system through Khedmah Services in the future.
     

For information about the security of your credit or debit card account information, see the Security section below.
 

• Legal purposes & obligations
   

We may share your information when We believe in good faith that such sharing is reasonably necessary in order to investigate, prevent, or take action regarding possible illegal activities or to comply with legal processes and procedures.  
 

We may also share your information to investigate and address threats or potential threats to the physical safety of any person, to investigate and address violations of this Privacy Policy or the Terms & Conditions of Use, or to investigate and address violations of the rights of third parties and/or to protect the rights, property and safety of Khedmah, our employees, users, or the public.  This may involve the sharing of your information with law enforcement, government agencies, courts, and/or other organisations on account of legal request such as summonses, court orders or government demands to comply with the law.
 

We may also share your information to enforce or apply our Terms & Conditions of Use and other agreements, including for billing and collection purposes.
 

Further, We may disclose your information if we believe such disclosure is necessary or appropriate to protect the rights, property, or safety of Khedmah, our users or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
 

• Social networks
   

If you interact with social media features on Khedmah Services, such as the Facebook ‘Like’ button, or use your social media credentials to log-in or post content, these features may collect information about your use of Khedmah Services, as well as post information about your activities on the social media service.  Your interactions with social media companies are governed by their privacy policies.
 

• Consent
   

We may share your information in any other circumstances where we have your consent to do so.
 

SECTION 8: YOUR RIGHTS REGARDING THE PROCESSING OF YOUR PERSONAL DATA

We are required under the Law to, and will, take reasonable steps to accurately record the personal data which you provide to Us and any subsequent updates.

We encourage you to review, update, and correct the personal data that we maintain about you, and you may request that We delete personal data about you that is inaccurate, incomplete, or irrelevant for legitimate purposes, or are being processed in a way which infringes any applicable legal requirement.

If you would like to review, change or delete personal data We have collected from you, permanently delete your account, or make a compliant about the processing of your personal data, please contact the Controller at the contact details provided above.

SECTION 9: YOUR CHOICES REGARDING THE PROCESSING OF YOUR PERSONAL DATA AND INFORMATION

We strive to provide you with choices regarding the personal data you provide to Us.  You can set your browser or mobile device to refuse all or some browser cookies, or to alert you when cookies are being sent.  If you disable or refuse cookies, please note that some parts of Khedmah Services may then be inaccessible or not function properly.

When you sign up for an account, you are opting in to receive emails from other Khedmah Services users, businesses, and Khedmah itself.  You can log in to manage your email preferences and follow the "unsubscribe" instructions in commercial email messages, but note that you cannot opt out of receiving certain administrative and legally required policies from Khedmah.

SECTION 10: SECURITY OF YOUR PERSONAL DATA AND INFORMATION

We have implemented appropriate physical, electronic, and managerial procedures to safeguard and help prevent unauthorised access to your personal data and to maintain data security.  We follow generally accepted industry standards to protect the personal data submitted to Us, both during transmission and once We receive it.

The third party service providers with respect to payment gateway and payment processing are all validated as compliant with the payment card industry standard (generally referred to as PCI compliant service providers).

You play an important role in keeping your personal data secure. You should not share your user name, password, or other security information for your Khedmah Services account with anyone.  If we receive instructions using your user name and password, We will consider that you have authorised such instructions.

If a user wishes to delete their Khedmah Delivery account, they may do so by sending a request via email to contactus@khedmahdelivery.com. Alternatively, users can reach out to our customer care team for assistance with the account deletion process. Please note that identity verification may be required to process such requests to ensure the security of user data.

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