Privacy Policy

At LuLu Hypermarket, we respect your privacy. We inform our users on how we collect, use, share, and protect your personal data. Every time you interact with LuLu Hypermarket through either our physical stores or e-commerce websites and engage our services, you agree to the use of information that is collected or submitted as stated in this Privacy Policy. Looking after your personal information is important to us,which is why we would like you to be confident that your data is keptsafe and secured with us. 

This Privacy Policy applies to all personal information collected by LuLu Hypermarket. LuLu Hypermarket can be referred here to as "LuLu","we", "our" or "us" in this privacy statement as applicable. At LuLu, we are working hard to serve our customers better as we are keeping the personal data shared with us. We fully comply with the applicable laws to keep your data confidential and private, which remains among our toppriorities.  This includes compliance with Sultani Decree 6/2022 Promulgating the Personal Data Protection Law of the Sultanate of Oman (the "PDPL"). 

This privacy statement will further explain how and why we collect your personal information for the purpose of both managing your accounts with us and processing transactions made between you and LuLu Hypermarket. 

LEGAL BASIS FOR PROCESSING PERSONAL DATA

LuLu Hypermarket processes your personal data in accordance with the Omani Personal Data Protection Law (PDPL). We rely on one or more of the following lawful bases for processing:

1. Your Consent:For specific purposes such as direct marketing, sending newsletters, or processing special categories of data where required.
2. Contractual Necessity:To perform a contract with you (e.g., processing your order, delivering goods, managing your account).
3. Legal Obligation:To comply with our legal and regulatory obligations under Omani law (e.g., tax, commercial law).
4. Legitimate Interests:For our legitimate business interests, provided these interests are not overridden by your fundamental rights and freedoms. This includes activities such as fraud prevention, network and information security, and improving our services.

 

HOW WE COLLECT DATA

This section tells you what kind of personal data we may collect from you when you use our services and the personally identifiableinformation we may receive from other sources. Through this information,we are able to provide our services to you, where the information you give are all necessary for off-line and online transactions, operational
functions and marketing activities. 

We collect information related to your use of our website using cookies,web beacons, and log information. We use such information to improve the functionality of the website every time we do an overall review of our users' activities, which will make your access more secure and efficient.

• Cookies are small files containing strings of text stored on your computer that we use to authenticate you in transactions made on our websites and deliver content specific to your interests and preferences
• Web beacons are used often together with cookies. We use web beacons to monitor the user's activity on our website, specifically on how long users visit our web pages, so we would be able to generate reviews and results on website traffic, unique visitor counts, and other impression functions.
• Log information may include website requests, operating system, browser details, date and time of your request, and cookies that may
  identify your browser.
• We use IP addresses to analyse trends, administer the site, track user's movement, and gather broad demographic information for operational use. IP addresses are not linked to personally identifiable information. 

Acquiring your personal data may occur in the following circumstances whenever you engage with LuLu:

• When you register for our services either on the physical store or online store, or both
• When you shop with us online, browse our websites, or use our mobile applications
• When you use our online or printed vouchers or coupons
• When you contact us or we contact you or you join our promotions,
  competitions, surveys, and products reviews about our services

While you are transacting on our website, personally identifiable information collected about you may include:

• First and last name, email address, contact details including phone numbers, and PIN/ZIP code
• Demographic profile (like your age, gender, occupation, education, address and durables owned)
• Personal preferences and interests
• Your opinion on services, products, and features on our website

We may also collect the following information about:

• The pages you visit/access
• The links you click on our website
• The number of times you access the page
• Things you view, add to bag, add to wish list
• Other websites you open simultaneously while browsing ours

DATA RETENTION

We will retain your personal data only for as long as is necessary to fulfill the purposes for which it was collected, including to satisfy any legal, accounting, or reporting requirements under Omani law. To determine the appropriate retention period, we consider the amount, nature, and sensitivity of the data, the potential risk of harm from unauthorized use or disclosure, the purposes for processing, and whether we can achieve those purposes through other means. Once the retention period expires, personal data will be securely deleted or anonymized in accordance with our data retention policy and the PDPL.

 

HOW WE USE DATA INFORMATION

Using personal data may happen in the following circumstances regarding product and service fulfilment and transactions between the user and LuLu.

 Operational procedures and transactions:

• Fulfilling and managing purchases and enabling sales, processing and settling payments, handling orders, and providing receipts in both physical store and online shop
• Providing customer service, processing and assistance with dispute resolution, payment processing including returns, refunds, and other transaction-related issues
• Managing subscription services, including order management, billing, improving reorder experiences, communicating with the user about subscription, and offer other products and services
• Fulfilling other technical, logistical, financial, tax, legal, compliance, administrative, and/or back-office functions
• Conducting a transaction where we collect information required by law
• Preventing fraudulent transactions, monitor against theft and otherwise protect our guests and our business

Online marketing and social media

• Sending promotional campaigns, surveys, new product and website features, and service or policy update notices through official marketing channels, such as SMS, WhatsApp, email, and social media; wherein both auto generated and customised messages are sent with personalised content based on the user's personal characteristics or preferences (if you opt in to receiving such information)
• Delivering coupons, mobile coupons, newsletters, in-store receipt messages, e-mails, mobile messages, and social media notifications, and administering raffle draws and contests in both physical store and e-commerce
• Responding to requests for information about our products and services in our stores and on our websites or mobile application and connecting with the user through phone call, email, online shop, or social media for communications regarding transactions and inquiries 
• Non personal information will be disclosed with our partners to deliver best offer & services

DISCLOSURE TO THIRD PARTIES

We disclose personal data to other organisations/companies that perform services for the requirements of our transactions---courier companies for delivery of the products and other service providers that may require personal data for efficient implementation of processes related only to this website. We do not sell, share, or rent any such personal
information, unless required by special circumstances such as compliance with subpoenas, court orders, requests from legal authorities or law enforcement agencies requiring such disclosure. This website takes every precaution to protect users' information. When users submit sensitive information via the website, your information is protected both online
and off-line. 

We and/or certain authorized third-party service providers or Third-party Sellers/Re-sellers will use the personal information provided by you to provide you with the services, which are offered on LuLu. From time to time, we may reveal general statistical information about our Site and visitors, such as number of visitors, number and type of goods and services purchased, etc. Your trust and confidence are our highest priority. We do not rent, sell, or share your personal information and we will not disclose any of your personally identifiable information to third parties unless, we have your permission; to provide products or services you've requested and to help investigate, prevent, or act regarding unlawful and illegal activities, suspected fraud, potential threat to the safety or security of any person, violations of LuLu terms of use or to defend against legal claims

INTERNATIONAL DATA TRANSFERS

Your personal data is primarily processed within the Sultanate of Oman. However, we may need to transfer your personal data to service providers or affiliated companies located outside Oman for the purposes described in this Policy. Any such international transfer will only occur:

1. To a country deemed by the Omani Ministry of Transport, Communications and Information Technology to provide an adequate level of data protection; or
2. Under appropriate safeguards as prescribed by the PDPL (such as standard contractual clauses approved by the competent authority); or
3. In specific situations where an exemption provided by the PDPL applies.
   We will take all necessary steps to ensure your data remains protected in accordance with Omani law.

 

SOCIAL MEDIA

We operate channels, pages and accounts on some social media sites to inform, assist and engage with customers. We monitor and record comments and posts made on these channels about us so that we can improve our services.

LuLu Hypermarket is not responsible for any information posted on those sites other than information we have posted ourselves. We do not endorse the social media sites themselves or any information posted on them by third parties.

The following companies, Facebook, Twitter, Instagram, YouTube, Google and LinkedIn, may use data for their own purposes, specifically to market to you through their social media platforms and allow engagement on our websites. This includes profiling and targeting you with other advertising.

YOUR RIGHTS AND ACCESS TO INFORMATION

All information that we have collected is available in our database of contacts. For users who registered on LuLu Hypermarket, the e-commerce platform for a big variety of products, all information is available online in your account and you may access to such information at any time by logging in to your account through our website.

In relation to your personal data, you have the followings rights, as mentioned below:

• Request correction or updating of the personal data that we have with us about you. This enables us to correct or update any incomplete or inaccurate data we have about you. However, we may need to verify the accuracy of the corrected or updated data provided to us by you, to secure the data and comply with our data accuracy policies
• Request to delete the personal data. You may request to delete or remove personal data where there are no reasons for us processing that data. However, in special cases we may not be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
• Objection regarding processing your personal data, where we are relying on a legitimate interest and there is something about yourparticular situation that makes you want to object processing on this ground if you feel it impacts on your fundamental rights and freedom.
• Request restriction of processing your personal data. In such circumstances that you have successfully made a request for restriction of your personal data, we will suspend the processing of your personal data---where you wish to cancel all services and close your accounts; or where you are challenging the accuracy of the personal data we hold, and where you may want to exercise or defend legal claims when we would normally delete or anonymise the data.

In accordance with the Omani PDPL, you have the following rights regarding your personal data:

• Right to be Informed:The right to be informed about the collection and use of your personal data (fulfilled by this Policy).
• Right of Access:The right to request a copy of the personal data we hold about you.
• Right to Rectification:The right to request correction of inaccurate or incomplete personal data.
• Right to Erasure ('Right to be Forgotten'):The right to request deletion of your personal data under certain conditions specified by the PDPL.
• Right to Restrict Processing:The right to request restriction of processing your data under certain circumstances (e.g., while accuracy is verified).
• Right to Data Portability:The right to receive your personal data in a structured, commonly used, and machine-readable format and to transmit it to another controller, where technically feasible and the processing is based on consent or contract.
• Right to Object:The right to object to processing based on legitimate interests or for direct marketing purposes.
• Right to Withdraw Consent:Where processing is based on your consent, you have the right to withdraw that consent at any time. Withdrawal does not affect the lawfulness of processing based on consent before its withdrawal.

To exercise any of these rights, please contact us using the details in the "Contacting Us" section. We may require you to verify your identity before proceeding. We will respond to your request within the timeframe stipulated by the PDPL.

 

OTHER DATA PROTECTION RIGHTS

In relation to your personal data, you also have the right to register your objection in relation to direct marketing. You may also make an objection to use your personal data for direct marketing purposes. We will stop to send you such communications upon receiving your request to that effect in the manner prescribed herein.

There are several situations when you can restrict our use of your personal data, if you have made a general objection based on the provisions abovementioned, if you are reassuring the accuracy of the personal data we have in our database, and we have used your personal data improperly, but you do not want deletion. You can also file a complaint to data protection regulation body, as you also have the right to complain about how we have used your personal data.

OPT-OUT POLICY

Where you have opted-in to receive such communications, we may send you information about our products and services. To opt out of marketing or promotional emails, please click the unsubscribe link in the footer of the email communication to be removed from future communications. To stop receiving SMS, please reply with the four-digit opt out number stated in the SMS. You understand and agree that it may sometimes take several days to completely stop receiving the communication.

RATINGS AND REVIEWS

You agree that you are the sole author of ratings and reviews you submit to this website. You are responsible and you own the intellectual property rights that relate to the content you submitted. You agree that you would not submit anything that is false, inaccurate, or misleading, whereas if you have been paid for such compensation that it influenced the content of your review; if content have been copied from anyone else, or infringes on any third party's copyright, patent or trademark;if content you submitted violates any law or is considered to be
offensive; if information provided includes references to other websites; or contains any computer viruses, worms or other potentially damaging computer files. LuLu Hypermarket reserves the right to remove or to refuse to post any submission for any reason. 

ANTI FRAUD STATEMENT

LuLu Hypermarket has been notified of fraudulent activities circulating in different locations, through phone calls, messages, emails, and such communications on prize, promotion, recruitment, investment, and money transfer. If you encounter such information, please contact us. We urge you to beware of phone calls and messages with claims of winning prizes from LuLu and asking for your bank details. We do not ask for such information from our customers. Our promotion winners are listed in our stores, official websites & social media channels, while our recruitment process is done through either our official human resource teams or affiliated professional recruiting agencies. We urge you to immediately report such suspicious communication to relevant authorities and government bodies. LuLu Hypermarket reserves the right to take legal action, including criminal action, against such individuals and entities. 

If you receive any unauthorised, suspicious or fraudulent offers or interview call, please write an email us at [email protected]. 

CONTACTING US AND COMPLAINTS

If you require further information regarding our Privacy Policy, or if you have a complaint about our handling of your personal information, please email us at the following address: [email protected]. If you have a complaint about our handling of personal information, we will be in contact, promptly and work with you to resolve the issue.

 

LIMITATION OF LIABILITY

Under no circumstance, including, but not limited to, negligence, shall LuLu be liable for any indirect, special, exemplary, or consequential damages that result from the use of, or the inability to use, including but not limited to the information, materials on the page, page content, page code, user services or the software. While LuLu shall take reasonable precautions against security breaches, no webpage or internet transmission is completely secure, and as such, LuLu shall not be liable for any indirect, special, exemplary or consequential damages that may result from unauthorized access, hacking, data loss or other breaches that may occur without Lulu’s reasonable control.

We implement appropriate technical and organizational measures, in accordance with the PDPL, to protect your personal data. In the event of a personal data breach that is likely to result in a high risk to your rights and freedoms, we are committed to complying with our obligations under the PDPL to notify the competent authority and, where required by law, to communicate the breach to you without undue delay.

INDEMNITY

By accessing the page of LuLu, the users, persons and third parties agree and undertake to act responsibly and cause no harm, loss or damage to LuLu. In the event that LuLu incurs any loss, harm or damage then LuLu shall be in right to take appropriate steps to identify the person(s) involved and seek indemnity and compensation for all loss, claim, demand, damage, costs, charges (including legal fees and charges) or prejudice that may be caused to LuLu on account of misuse of the page and the consequent affect upon LuLu.

Disclaimer

This Privacy Policy is provided for general information purposes. While LuLu strives to ensure the accuracy and completeness of the information contained herein, we do not warrant or guarantee its absolute correctness or sufficiency for your particular circumstances. This Policy is not intended to, and does not, constitute legal, professional, or commercial advice. You should seek independent professional advice regarding your specific situation and obligations. LuLu Hypermarket shall not be liable for any reliance placed on the content of this Policy.

Amendments to this Policy

LuLu Hypermarket reserves the right, at its sole and absolute discretion, to amend, modify, suspend, withdraw, or cancel this Privacy Policy, in whole or in part, at any time and without prior notice. Any such changes will be effective immediately upon posting the updated policy on our website and/or other official channels. Your continued use of our services, websites, or stores after the posting of changes constitutes your binding acceptance of such changes. We encourage you to review this Privacy Policy periodically for the latest information on our data protection practices.

 

JURISDICTION

The Privacy Policy will be governed by and construed in accordance with the applicable Omani law. Any disputes arising in relation to these Privacy Policy will be subject to the exclusive jurisdiction of the competent courts of Muscat, Oman. This Privacy Policy is governed by and shall be construed in accordance with the laws of the Sultanate of Oman, including Sultani Decree 6/2022 Promulgating the Personal Data Protection Law and its executive regulations. Any disputes arising in relation to this Privacy Policy will be subject to the exclusive jurisdiction of the competent courts of Muscat, Oman.