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Privacy Policy

INTRODUCTION

At LuLu Group International, we respect your privacy. We inform our users about the full details on how we collect, use, share, and protect your personal data. Every time you interact with LuLu Group International 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 kept safe and secured with us.

The following privacy statement discusses the specific guidelines on collection and usage of information, available in detailed points.

1)IMPORTANT INFORMATION AND WHO WE ARE

This Privacy Policy applies to all personal information collected by LuLu Group International. LuLu Group International can be referred here to as “LuLu Group”, “we”, “our” or “us” in this privacy statement as applicable. At LuLu, we are working hard to serve our customers better , we are keeping the personal data shared to us, as confidential and private as possible which has become one of the top priorities.

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 Group.

2)AMENDMENTS TO THIS PRIVACY POLICY

This Privacy Policy was last updated on 1st November 2018. We may change or add to this occasionally through posting a revised statement, so we encourage you to review it from time to time.

3)LINKS TO OTHER WEBSITES

This website may contain links and resources linked to other third-party websites, plug-ins, advertising banners, and applications. We do not have control to the features of other sites, so we are not responsible for the privacy practices of such other sites. We encourage our users to be aware of the privacy statements of other websites, which contain links to be clicked and connections to be enabled and also have the ability to collect personal information. This Privacy Policy applies only to the information collected by this website.

4)COLLECTION OF INFORMATION

This section tells you what kind of personal data we may collect from you when you use our services and the personally identifiable information we may receive from other sources. Through these 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. 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 all these 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.

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 on both the physical store and online store
  • 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 use our website, we may have automatic access to receive and collect certain anonymous information in standard usage logs through our web server, obtained from cookies sent to your browser from web server cookies stored on your hard drive, including but not limited to:

  • Computer-identification information
  • IP address, assigned to the computer which you use
  • The domain server through which you access our service
  • The type of computer you're using
  • The type of web browser you're using

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

5) USE OF INFORMATION

This section explains how and why we use personal data.

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

  • 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
  • Sending promotional campaigns, surveys, new product and website features, and service or policy update notices through official marketing channels, such as SMS, 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
  • Fulfilling other technical, logistical, financial, tax, legal, compliance, administrative, and/or back office functions
  • 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
  • Conducting a transaction where we collect information required by law
  • Preventing fraudulent transactions, monitor against theft and otherwise protect our guests and our business

6)DISCLOSURE OF INFORMATION

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.

7)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 webstore, the e-commerce platform for a big variety of products, all information are 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 updation 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 your particular situation that makes you want to object processing on this ground if you feel it impacts on your fundamental rights and freedom. You may also make an objection to use your personal data for direct marketing purposes. We will stop to send you such communications.
  • 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.

8)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.

9) 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: customerservice@luluhypermarket.com. 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.

10)CONSENTS

By consenting to this Privacy Policy notice you are giving us permission to process your personal data specifically for the purposes identified.

11)SECURITY

Our website has stringent security measures in place to protect the loss, misuse and alteration of the information under our control. Whenever you change or access your account information, we offer the use of a secure server. Once your information is in our possession we adhere to strict security guidelines, protecting it against unauthorized access.

12) CHILD PROTECTION

Our sites or platforms are not directed towards children. If you are providing personal information for an individual less than 13 year of age, you are providing us your affirmative parental consent as the legal parent or guardian to collect, use and process the information of the individual less than 13 years of age, consistent with this Privacy Policy.

13)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 Group 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.

14) 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 breached that may occur.

15) 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.