Privacy Policy

Grand Hypermarket Qatar

At Grand Hypermarket Qatar, we value your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, share, and protect your personal data when you interact with us through our physical stores, website, mobile application, customer service channels, loyalty programs, social media pages, promotions, and other online or offline services.

By visiting our stores, using our website or mobile application, placing orders, registering for our services, participating in promotions, or otherwise interacting with Grand Hypermarket Qatar, you acknowledge and agree to the practices described in this Privacy Policy.

In this Policy, “Grand Hypermarket Qatar”, “Grand”, “we”, “our”, or “us” means Grand Hypermarket Qatar and its related business operations in the State of Qatar.

1. Scope of This Policy

This Privacy Policy applies to personal information collected through:

• Purchases and transactions in our physical stores
• Purchases and transactions through our website, mobile application, or other digital platforms
• Loyalty programs, memberships, and customer accounts
• Customer care interactions by phone, email, WhatsApp, social media, or in person
• Surveys, contests, promotions, events, and marketing campaigns
• Browsing our website, using our app, or engaging with our digital advertisements

2. Personal Information We Collect

a. Identity and contact details

• Full name, mobile number, email address, delivery address, billing address
• Postcode or area details
• Date of birth, gender, nationality, or similar profile details where voluntarily provided
• Loyalty account or membership details
• Qatar ID, passport, or similar identification details where required by law or for specific services

b. Transaction and order information

• Products purchased or ordered, order history, payment method details
• Delivery and pickup details
• Invoices, receipts, returns, refunds, and exchanges
• Coupon, voucher, loyalty point, and promotional redemption history

c. Account and platform information

• Username, login details, and encrypted password
• Saved preferences, wish lists, shopping cart activity, and browsing behavior
• App usage and website interaction data

d. Technical and device information

• IP address, browser type, operating system, device type and identifiers
• App crash data and log information
• Website usage information, including date, time, pages viewed, and links clicked

e. Marketing and communication data

• Your communication preferences
• Whether you open emails, click links, or respond to promotional messages
• Participation in surveys, contests, reviews, and campaigns
• Feedback, complaints, and customer service records

f. Location information

• Approximate or precise location information where enabled on your device or required for delivery, store finder, or related services

3. How We Collect Your Information

We may collect your personal information:

• When you shop in our stores or create an account or register for any of our services
• When you place an order online or through our mobile app
• When you sign up for our loyalty program or marketing communications
• When you contact customer service or submit a complaint, review, or inquiry
• When you participate in competitions, promotions, surveys, or events
• Through cookies, pixels, web beacons, log files, and similar technologies
• From delivery partners, payment providers, service providers, social media platforms, public sources, or business partners where permitted by law

4. How We Use Your Personal Information

a. Provide our products and services

• Process purchases, deliveries, collections, exchanges, and refunds
• Manage your customer account and loyalty membership
• Issue receipts, invoices, and transaction confirmations
• Provide customer support and respond to requests or complaints

b. Operate and improve our business

• Manage inventory, logistics, delivery, and fulfillment
• Improve our website, app, stores, products, and services
• Analyze customer behavior and preferences
• Troubleshoot technical issues and maintain platform security

c. Personalize your experience

• Recommend products or services relevant to your interests
• Tailor offers, promotions, and content
• Improve your online and offline shopping experience

d. Marketing and communications

• Send service updates, order notifications, and account-related messages
• Send promotional messages, offers, newsletters, and campaign communications by SMS, WhatsApp, email, app notification, phone, or social media, where permitted
• Conduct surveys, feedback requests, and promotional activities

e. Safety, fraud prevention, and compliance

• Verify transactions and prevent fraud, misuse, theft, and security incidents
• Comply with legal, tax, audit, regulatory, and reporting obligations
• Establish, exercise, or defend legal claims

5. Legal Basis for Processing

Where applicable under relevant law, we process your personal data on one or more of the following grounds:

• To perform a contract with you
• To comply with legal or regulatory obligations
• For our legitimate business interests, provided such interests do not override your rights
• Based on your consent, where consent is required

6. Marketing Communications

If you opt in, or where otherwise permitted by applicable law, we may send you marketing and promotional communications about our products, services, offers, loyalty benefits, promotions, contests, and events.

You may opt out of marketing communications at any time by:

• Clicking the unsubscribe link in marketing emails
• Following opt-out instructions in SMS or WhatsApp messages
• Changing your account or app notification preferences
• Contacting our customer service team

Even if you opt out of marketing, we may still send you service-related communications such as order confirmations, delivery updates, refunds, account alerts, or responses to your inquiries.

7. Cookies and Similar Technologies

Our website and mobile application may use cookies, web beacons, pixels, SDKs, and similar technologies to:

• Keep you signed in and remember your preferences
• Improve website and app functionality
• Measure traffic and user behavior
• Analyze performance and usage
• Deliver relevant advertising and promotions

You can manage cookie settings through your browser or device settings. Disabling certain cookies may affect the functionality of our website or app.

8. Sharing of Personal Information

We do not sell your personal information. We may share your personal data only where necessary and appropriate with:

• Affiliated companies and related business units of Grand
• Payment processors and financial service providers
• Delivery, logistics, and courier partners
• Technology, hosting, analytics, CRM, and support service providers
• Marketing, advertising, and communications partners
• Loyalty program, coupon, and promotional partners
• Auditors, insurers, legal advisers, and compliance service providers
• Government authorities, regulators, courts, or law enforcement where required by law
• A purchaser, successor, or transferee in connection with a merger, sale, restructuring, or transfer of business assets

All such sharing will be limited to what is reasonably necessary for the purpose involved.

9. International Transfers

Your personal information may be stored, processed, or accessed in Qatar or in other countries where our service providers or affiliated entities operate. Where information is transferred outside your jurisdiction, we will take reasonable steps to ensure appropriate safeguards are in place in accordance with applicable legal requirements.

10. Data Retention

We retain your personal information only for as long as necessary for the purposes described in this Policy, including to:

• Provide products and services
• Maintain customer accounts and loyalty records
• Manage returns, refunds, complaints, and disputes
• Comply with legal, accounting, tax, audit, and regulatory obligations
• Enforce our rights and agreements

When your personal information is no longer needed, we will securely delete, anonymize, or otherwise dispose of it in accordance with our retention practices and applicable law.

11. Data Security

We implement reasonable administrative, technical, and physical safeguards to protect your personal information against unauthorized access, loss, misuse, alteration, disclosure, or destruction. However, no system or method of transmission over the internet is completely secure. While we strive to protect your data, we cannot guarantee absolute security.

12. Your Rights

Subject to applicable law, you may have the right to:

• Request access to the personal information we hold about you
• Request correction or updating of inaccurate or incomplete information
• Request deletion of your personal information in certain circumstances
• Request restriction of processing
• Object to certain processing activities
• Withdraw consent where processing is based on consent
• Request transfer of your data, where applicable
• Opt out of direct marketing communications
• Lodge a complaint with a competent authority

To exercise any of these rights, we may need to verify your identity before processing your request.

13. Social Media and Third-Party Platforms

We operate official accounts on social media and other digital platforms to communicate with customers and promote our products and services. If you interact with us through these platforms, your information may also be subject to the privacy practices of those third-party providers. We are not responsible for the privacy practices or content of third-party websites, apps, or platforms that are not controlled by us.

14. Reviews, Ratings, and User Content

If you submit reviews, ratings, comments, feedback, or other content through our platforms or social media channels, you are responsible for the content you provide. Please do not submit sensitive personal information in publicly visible areas. We reserve the right to moderate, refuse, or remove any content that is unlawful, misleading, offensive, infringing, abusive, or otherwise inappropriate.

15. Children's Privacy

Our services are not intended for children unless used under the supervision of a parent or legal guardian. We do not knowingly collect personal information from children except where permitted by law and with appropriate consent where required.

16. Fraud and Suspicious Communications

Grand Hypermarket Qatar does not request sensitive banking passwords, OTPs, or similar confidential credentials through unsolicited calls, emails, or messages. If you receive any suspicious communication claiming to be from Grand, please contact us immediately through our official channels.

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, services, technology, or legal requirements. Any updated version will be posted on our website or other official platforms with the revised effective date.

18. Contact Us

If you have questions about this Privacy Policy, wish to update your information, or would like to exercise your privacy rights, please contact Grand Hypermarket Qatar through our official customer service channels:

• Email: qrandqatar@grandhyper.com
• Toll Free: 800 6611
• WhatsApp: +974 5069 4658
• In person: Customer Care Desk at the nearest Grand Hypermarket Qatar branch

19. Governing Law

This Privacy Policy shall be governed by and interpreted in accordance with the laws and regulations applicable in the State of Qatar. Any disputes arising in connection with this Privacy Policy shall be subject to the jurisdiction of the competent courts of Qatar.