Privacy Policy

1. Information we collect

We may collect information that you submit directly to us, such as your name, phone number, email address, delivery address, notes, and order details.

Technical data such as session information, cart activity, approximate device/browser details, and basic website usage data may also be collected to keep the website working correctly and securely.

• Identity and contact details used for order fulfilment and customer communication.
• Order, payment status, and delivery-related information needed to process purchases.
• Support messages or issue reports you send through WhatsApp, email, or social media.

2. How we use your information

We use personal information only where necessary to confirm orders, deliver products, respond to inquiries, prevent abuse or fraud, issue refunds when applicable, and maintain internal business records.

• To verify and process orders placed on the website.
• To coordinate shipping, delivery, returns, replacements, or refund requests when approved.
• To communicate important updates such as order confirmation, payment status, or delivery follow-up.
• To improve service quality, customer support, and website performance.

3. Payment security and Paymob

Eligible online card or wallet payments are processed through Paymob or the payment gateway activated at checkout. We do not intentionally store full card numbers, CVV, or complete wallet credentials on our website servers.

Approved refunds for online payments are returned to the original payment method in accordance with the payment provider rules and the applicable bank or wallet procedures in Egypt. The final posting time may vary depending on the issuing bank or wallet provider.

4. When we share information

We do not sell customer personal data. We only share the minimum information required with service providers that help us operate the order, payment, shipping, delivery, support, or legal compliance process.

• Payment service providers for payment authorization, verification, and refund processing.
• Shipping and delivery partners for order fulfilment and delivery coordination.
• Professional advisers or authorities when disclosure is required by law or to protect our legitimate rights.

5. Data retention

We keep relevant order and transaction records for as long as reasonably necessary for accounting, support, dispute handling, fraud prevention, and legal or regulatory obligations.

When data is no longer required for those purposes, we aim to delete it, anonymize it, or retain it only as required by law.

6. Your choices and rights

You may ask us to review or update incorrect information associated with your order or account, subject to identity verification and any records we are required to keep.

You may also contact us if you need clarification about how your information is used.

7. Contact

For privacy-related requests or questions, please contact us through the channels shown on the website footer or email us at admin@sofretnaeg.com.