Privacy Policy

1. Who we are

1.1 VAV Rewards (the Programme) is operated in the United Arab Emirates by VAV ONE TECHNOLOGY SOLUTIONS - L.L.C - S.P.C (we, us or our). We are responsible for the personal data described in this Privacy Policy, unless a partner store tells you that it acts separately for a purchase or service.

1.2 You can contact us about this Privacy Policy or your personal data through Help & support in the VAV Rewards app, or by email at support@vavrewards.com.

2. Information we collect

2.1 Account and contact information. Your verified mobile number and any name or email address you add to your profile. Adding a date of birth is optional.

2.2 Membership information. Your member number, registration date, welcome Points, tier and tier dates, Points balance and Points history (including pending, available, used, returned and expired Points), Points expiry dates and account status, including any request to close your account.

2.3 Purchase and redemption information. The partner store, invoice or order reference, purchase date, items purchased, purchase value, Points earned or used, discounts, returns and refunds.

2.4 VAV Retail order information. Cart and order details, your choice of delivery or store collection, delivery name, address and contact number, payment method, and any Points used to pay for the order or the delivery charge.

2.5 Claims and support information. Invoice number, purchase date, partner store, amount paid, notes, support messages and any receipt image or file you choose to add.

2.6 Preferences. Your notification and marketing choices, your language and, where you use that feature, items saved to a wishlist.

2.7 Location. Your device location, only where you give permission, used to show partner stores near you and their distance. Location is used only while you are using the app and never in the background.

2.8 Security and service records. Limited records needed to verify your account, protect redemptions, investigate failed transactions and keep the service secure.

2.9 Website information. When you visit the VAV Rewards website, we may collect limited technical information, such as your device and browser type and the pages you view, to run and improve the website.

2.10 We do not ask for your profession or industry, your device contacts, health information or biometric information.

2.11 We access a receipt or other image only when you select it from your gallery or upload a file for a claim or support request. Allowing media access does not give us access to your whole gallery.

3. How we use information

3.1 Account and security. To verify your mobile number, create and secure your account, prevent duplicate or unauthorised access, and help you regain access to your account.

3.2 Running the Programme. To credit, confirm, show, redeem, expire, reverse and restore Points, and to work out and show your tier.

3.3 Transactions. To process VAV Retail orders, payments, delivery or collection, redemption codes, cancellations, returns and refunds.

3.4 Claims and support. To look into missing Points, technical problems, complaints and suspected misuse.

3.5 Service messages. To send one-time codes and messages about your account security, orders, Points, tier, redemptions, claims, Points due to expire and any request to close your account.

3.6 Marketing. To send optional offers and updates, in line with your choices and applicable law.

3.7 Improving the service. To use limited operational information to correct errors, improve the app and website, and protect the Programme. We do not use this information to build hidden advertising profiles.

3.8 Legal obligations. To keep and disclose records where applicable law or a competent authority requires it.

4. Legal grounds

4.1 We use personal data where it is needed to provide the membership and services you ask for, to comply with legal obligations, to protect legitimate interests such as security and fraud prevention, or with your consent where consent is required.

4.2 Marketing consent is separate from accepting the VAV Rewards Terms and Conditions. You can withdraw or change your marketing choices at any time without closing your membership. We may still send necessary service and security messages.

5. Who receives information

5.1 Partner stores, to link qualifying purchases, apply redemptions, process returns and refunds, and resolve claims.

5.2 Payment and delivery providers, to process VAV Retail payments, delivery or collection, and order support.

5.3 Technology and communications providers, to host and secure the service, send one-time codes and service messages, and support essential operations.

5.4 Professional advisers and competent authorities, to obtain advice, enforce our rights or comply with a valid legal requirement.

5.5 We share only the information reasonably needed for each purpose. A partner store may also process purchase, payment, warranty or delivery information under its own privacy policy when it acts as the seller.

5.6 We do not sell your personal data. We do not give identifiable member data to an unrelated advertiser for its own marketing.

6. International processing

6.1 Some approved service providers may process personal data outside the United Arab Emirates. Where this happens, we apply the safeguards required by applicable law.

7. Keeping information and closing your account

7.1 We keep personal data only for as long as it is needed for the purposes in this Privacy Policy, including active membership, open orders, claims, refunds, security investigations, accounting, audit and legal requirements.

7.2 You can ask to close your account in the app or through Help & support. Once you confirm, your account is frozen for 15 days, during which you cannot earn or use Points. You can cancel the request during this period.

7.3 If you do not cancel, your account closes at the end of the 15 days and any unused Points are cancelled. We then delete or anonymise personal data we no longer need, keeping only records required by law or for an open claim.

7.4 Some transaction records, such as invoices and refund records, must be kept for legal, tax and accounting purposes after your account closes.

8. Your rights and choices

8.1 Subject to applicable law, you can ask to access, correct, update, delete or receive a copy of your personal data, restrict or object to certain uses, or withdraw consent where we rely on it.

8.2 You can make a request through Help & support in the app or by email at support@vavrewards.com. We may need to verify your identity first. If we cannot complete a request, we will explain why where the law allows and tell you how you can complain.

8.3 You can manage notification and marketing choices in the app and in your device settings, and update your profile details at any time.

8.4 You can refuse location access and still use the membership features that do not need your location.

9. Security

9.1 We use organisational and technical safeguards designed to protect personal data, including access restrictions, account verification and monitoring of sensitive administrative actions. No system is completely secure.

9.2 Please protect your device and one-time codes. Contact Help & support promptly if you suspect unauthorised activity on your account.

10. Changes to this Privacy Policy

10.1 We may update this Privacy Policy from time to time. We will show the date of the latest version at the top and tell you in the app about any important change.

11. Contact us

11.1 For any question about this Privacy Policy or your personal data, contact us through Help & support in the VAV Rewards app or by email at support@vavrewards.com.