1. Introduction
We take your privacy seriously and are committed to safeguarding your personal information at Al Hamra Group (which term includes all subsidiaries of Al Hamra Group). (“Company”, “we” or “us” or “Al Hamra”) values you as our guest, respect your privacy and are committed to protecting it through our compliance with this policy.
This policy describes the sources of your personal information that we may collect from you or that you may provide to us, our purposes for collecting and processing your information, and our practices for collecting, using, maintaining, retaining, protecting and disclosing that information.
Please read this policy carefully to understand our policies and practices regarding your information and how we will treat it. If you do not agree with our policies and practices, your choice is not to use our platforms. By accessing or using our platforms, you agree to this privacy policy.
If you have any questions or concerns about this privacy policy or your personal information, please contact us using the details provided in Section – ‘Contact us?’
2. What information we collect about you?
2.1 Personal information you give us
The personal information we collect on or through our platforms may include:
2.2 Other information we collect
There is other information we may collect that does not directly reveal your specific identity or does not directly relate to you as an individual. We may automatically collect the following information when you visit our website or use Al Hamra mobile applications or utilize our services:
The information we collect automatically is statistical data. It helps us to improve our website and to deliver a better and more personalized service by enabling us to:
3. What are the sources of your personal data?
The sources of your personal data collected (collectively referred as “Platforms” in this policy) may include without limitation the following:
This policy does not apply to information collected:
4. Why do we collect and how we use your personal information?
We use personal information for several legitimate interests, including providing and improving our services, administering our relationship with you and our business.
4.1 To respond to any queries made by you:
We would need to collect and use the following personal information: name, email address, phone number, nationality, and details of your enquiry.
In certain cases, your enquiry may relate to a specific service request, for example: requesting a ‘shop and drop’. For such requests, we need to use your personal information to help us respond to your request and to fulfil our contractual obligations under the requested service.
Additionally, when you call our customer service centre, we would maintain a record of the communications, including call recordings, in pursuit of our legitimate business interest to monitor and improve the quality of our guest support.
4.2 To provide you with information about services and latest offers of Manar Mall:
It is in our legitimate business interests to send you information about Al Hamra’s services and latest offers. We use your personal information such as email ID and/ or contact number to share information relating to Manar Mall services and latest offers that may be of interest to you. In the event you prefer not to receive such information, you may opt-out.
4.3 To personalize the information, we send you:
We may combine the information we receive and collect about you to better understand your interests and preferences so that we can provide you with an experience that is tailored to those interests and preferences. For example, we may do this by notifying you of any events conducted in the mall, or sending you personalized offers, discounts or promotions, or email (where you have agreed to receive our emails), or advertising content that is relevant to your interests. In the event you prefer not to receive such information, you may opt out.
4.4 To facilitate Advertisements:
Manar Mall uses the personal information you provide us for a commercial purpose to help us tailor and show advertisements to you. We may partner with third parties to help us display relevant advertising and to manage our advertising across multiple channels including social media platforms. Our third-party partners may use cookies and non-cookie-based technologies to help us show you advertising based upon your browsing activities and interests. In the event you wish to opt-out, you may do so by following the instruction provided Section – “How to opt out?” and by following the opt-out instructions provided in social media platforms such as Facebook and Instagram that you may use.
4.5 To enable you to avail special offers and benefits from our business partners:
We have strong and longstanding partnerships with business partners across sectors including Travel, Entertainment, and Lifestyle. Our partnerships allow you to avail special benefits and offers from our business partners.
To help you avail of these benefits, we would need to collect and share the following personal information: name, Partner issued Membership ID and transaction history, with our business partners. We would need to collect and process your personal information to fulfil our contractual obligations towards our business partners and to ensure you avail the best of benefits and offers.
4.6 To manage your Gift Card:
Manar Mall Gift Card is like a cash voucher that can be loaded only once with a set amount of funds on. It is accepted as a payment mechanism at outlets across Manar Mall, which means that the gift card can be used at multiple locations across the Manar Mall. For customers availing the Gift Card, we collect and use personal data such as Name, Email, Contact Details, Date of Birth, Nationality, Payment Card details and transactions (carried out using the Gift Card). We collect and use your personal information to fulfil our contractual obligations towards you and to ensure you avail the best of benefits and offers.
4.7 To request your feedback, and to respond to complaints:
Your satisfaction is our utmost priority and we proactively take necessary steps to ensure you are well satisfied with our services.
To help us respond to your feedback or complaints, we would need to collect the following personal information: name, email ID, transaction details (such as service you availed at the mall) and your feedback/ complaints in the “submission form”, through a survey conducted within our malls or after the completion of your call with our customer service team.
We collect and use your personal information in pursuit of our legitimate business interests to address your concerns and to take necessary steps towards continual improvement. In the event you prefer not to receive such information, you may opt out.
4.8 To establish a working relationship with our Tenants and Business Partners:
We collect/ receive personal information about you through one of the following channels:
We collect the following personal information: name, email ID, contact number, designation, and the company you represent. We use this information for the purposes, listed below, in pursuit of our legitimate business interests:
4.9 To enter, renew or fulfil service contracts with our Tenants and Business Partners:
We collect and use personal information such as name, email ID, contact number and in certain cases passport/ government ID proof to facilitate the performance of the tenancy contract between Manar Mall and the Organization you represent. We may also collect personal information (such as Name, contact details, passport/ government ID etc.,) of the employees of your organization that would be stationed within our malls to facilitate security pass clearance pursuant to our legitimate business interest and to fulfil our contractual obligations.
4.10 To facilitate email campaigns carried out by our sales and marketing departments:
As part of our email campaigns, we track whenever you receive, open, click a link, or download any attachments from an e-mail you receive from Manar Mall. We will carry out automated profiling of such information to evaluate your interest in our service offerings or promotions. This processing will enable us to identify and target potential guests or business partners, tailor our marketing and provide you with relevant and timely content based on your interests, in pursuit of our legitimate business interests. In the event you prefer not to receive such information, you may opt out.
4.11 To comply with legal requirements and exercise or defend legal claims:
We may need to process and retain your personal information to comply with legal requirements to which we are subject (for example in relation to licensing, health and safety). It is in our legitimate interests to process personal information for the purposes of exercising and defending legal claims. Processing personal information may also be necessary to ensure compliance with the relevant legal and regulatory obligations.
4.12 To comply with any opt-out or do not disturb requests we receive from you:
We understand that you may not prefer for us to contact you with any offers, promotions or details of our products and services. In the event you opt-out, we may be required to maintain information such as name, email ID/contact number and the subscription(s) that you have opted out of to ensure compliance with your requests. Also, in the future, if you wish to hear from us, you may at any time, contact us to opt-in and we would happy to keep you posted about our latest offers, promotions and/ or details of our products and services.
4.13 To manage and administer any of our events and competitions which you enter:
We collect and use the personal data provided by you when you participate in any of the events/ competitions hosted within our malls. The information may include name, email ID, contact details and government ID proof/ passport details. We use the personal information in pursuant to our contractual obligations and to ensure we can successfully process any awards/ gifts/ offers that you may win in such events.
We may also collect and use personal data of event management representatives to plan and conduct events within our malls. We collect and use the personal information to maintain contact, co-ordinate support and to obtain necessary local clearance to manage and administer the event.
4.14 To maintain security within our malls and keep the public safe:
We may need to process your personal information obtained through any system operated for the security, safety and access management (CCTV, access rights system, Automatic Number Plate Recognition (ANPR)) when you visit our malls or any of its stores. Security footage may include access logs, image, video, audio, license plates, etc. from any of the security systems placed across our malls. We collect and process such information pursuant to our legitimate business interest to maintain security and ensure public safety and to ensure compliance with local laws and regulations.
4.15 To comply with health and safety obligations:
We may be required to process your medical information or any other health related information in the event of an accident or injury at our malls. It is our legitimate interest for the management of accidents and injuries occurring in our malls. This information would also be required for the improvement of the accident prevention system (including fire protection and prevention against foreseeable natural and technological risks). It could also possibly be required for legal purposes or to prepare for and defend against legal claims.
4.16 To manage vehicle parking:
We would be required to record license plates through Automatic Number Plate Recognition (ANPR) systems and other vehicle details as well as parking records where it is in operation at our malls car parking facilities. These would be required for the management of our parking system as well as to maintain security within it and fulfil our contractual obligations effectively.
5. How to opt out?
Email:You can click on the unsubscribe link provided in the email you receive from us.
SMS:you can follow the instruction provided in the messages you receive from us
Applications:You may use the “opt out” option provided within the Manar Mall Group applications
Contact us:You may contact us using the details provided in Section – ‘Contact us?’.
6. Who might we share this information with?
We may disclose personal information that we collect, or you provide as described in this privacy policy:
If you would like more information on protection measures and transfer mechanisms, please contact us using the details provided in Section – ‘Contact us’.
7. How long do we keep information about you?
We will only keep your personal information for as long as is reasonably necessary taking into consideration our need to answer queries or resolve problems, any other purpose outlined above or to comply with legal requirements under applicable law(s). This means that we may retain your personal information for a reasonable period, for example, till the end of the leasing contract with the organization you represent, or after your query has been addressed, CCTV footage is held for a period of 30 days before being deleted unless legitimate access is required (for example by the police). In certain cases, we may retain your personal information for a longer period where extended retention periods are required by law or regulation and to establish, exercise or defend our legal rights. We will ensure that it is disposed in a secure manner when it is no longer needed.
For more information on where and how long your personal information is stored, and for more information on your rights of erasure and portability, please contact us using the details provided in Section – ‘Contact us’.
8. How secure is your information?
Your personal data security is an important concern to us. We provide the utmost care in secure transmission of your personal information from your computer, smartphone, and other electronic devices to our servers. We use industry security standards to safeguard the confidentiality of your information (e.g. firewalls, Transport Security Layer (“TLS”) etc.) and to make sure that your personal information is secure with us.
We have implemented and maintained appropriate technical and organizational security measures, policies, and procedures to protect your personal information from the accidental loss, unauthorized access, use, alteration, and disclosure. All information you provide to us is stored on our secure servers behind firewalls. All payment transactions are encrypted using TLS technology. Ex: Measures we take includes:
The safety and security of your information also depend on you. Where we have given you (or where you have chosen) a password for access to certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.
Unfortunately, the transmission of information via the internet is not completely secure. Although we do our best to protect your personal information, we cannot guarantee the security of your personal information transmitted to our website. Any transmission of personal information is at your own risk. We are not responsible for circumvention of any privacy settings or security measures contained on the Website.
9. What are your rights?
If you are subject to laws that provide you with such rights, you may have certain rights in relation to your personal information given below.
If you wish to access any of these rights, we may ask you for additional information to confirm your identity and for security purposes, before disclosing personal information to you. We reserve the right to charge a fee were permitted by law, for example, if your request is manifestly unfounded or excessive.
If you would like to access the below rights, you may contact us through our website or by mailing us at info@manarmall.com or sending us a communication to Data Privacy Office, Al Muntasir Road, Dafan Al Nakheel, Ras Al Khaimah, United Arab Emirates . We shall aim to comply with all requests within reasonable time in-line with applicable laws. We may not always be able to fully address your request, for example,
We will make every reasonable effort to honour your request in-line with applicable laws. In the event we require additional time due to the complexity of the request, we shall promptly inform you of the same.
The right to access
You have the right to obtain confirmation as to whether we process personal data about you, receive a copy of your personal data held by us, and obtain certain other information about how and why we process your personal data (like the information provided in this privacy statement).
The right to rectification
You have the right to request for your personal data to be amended or rectified where it is inaccurate (for example, if you change your name or address) and to have incomplete personal data completed.
The right to restrict processing of personal data
You have the right to restrict our processing of your personal data in the following cases:
Temporarily for a period when you have contested for the accuracy of the personal data; Temporarily for a period when you have objected for the legitimate interest identified by us, your personal data have been unlawfully processed and you request the restriction of processing instead of deletion;
The personal data are no longer necessary in relation to the purposes for which they were collected and processed but the personal data are required by you to establish, exercise, or defend legal claims;
We can continue to use your personal information following a request for restriction, where:
We are not required to comply with your request to erase personal information if the processing of your personal information is necessary:
The right to object to the processing of personal data
You have the right to object to our processing of your personal data in the following cases:
our lawful basis for processing is that the processing is necessary for a legitimate interest pursued by us; and our processing for direct marketing purposes.
The right to data portability
You have the right to receive your personal data provided to us and have the right to send the data to another organization (or ask us to do so if technically feasible) where our lawful basis for processing the personal data is consent or necessity for the performance of our contract with you and the processing is carried out by automated means.
The right to withdraw consent at any time (where processing is based on consent)
Where we process personal data based on consent, individuals have a right to withdraw consent at any time.
10. Updates on Policy
This policy may change from time to time. Your continued use of our platforms after we make changes is deemed to be acceptance of those changes, so please check the policy periodically for updates.
11. How do you contact us?
In case of any queries related to this policy, you can contact use in one of the following ways.
