Privacy Policy

Who we are

https://instaflowersae.com is operated by INSTAFLOWERS ONLINE SELLER, a Sole Establishment registered in Dubai, United Arab Emirates (Dubai Trade Licence No. 1632373; Commercial Register No. 2881142; issued in Dubai by the Department of Economy and Tourism). In these pages, "InstaFlowers", "we", "us" and "our" refer to this business.

This Privacy Policy explains what personal information we collect when you use our website or place an order with us, how we use it, and the choices you have.

Information we collect

Information you give us when you order: your name, mobile number and (if you provide it) email address; the receiver's name and mobile number; for Delivery, the delivery emirate, area, address details, delivery instructions and, if you choose to drop one, a map pin of the exact location; for Store Pickup, the pickup location, date and time you choose; the delivery or pickup date and time slot; any card message and From / To names; any reference photo you upload where that option is offered; and any promo code you enter.

Information about your order and payment: the items ordered, prices, fees, discounts, order reference, order status and the payment method chosen. Card details for online payments are entered directly with our payment provider, Stripe, and are not stored by InstaFlowers.

Checkout details: while you check out on our website, we save the details you enter about yourself (your name, mobile number and, if you give it, email address), together with your cart, the total shown, the checkout step you reached, Delivery or Pickup, the delivery emirate, area and date, the payment method chosen, whether a card payment was started, and the times of your checkout activity — even if you do not complete the order. Our team uses these details only inside our store system, for internal monitoring and analytics: to see checkouts in progress, to understand where and why checkouts are not completed, to find and fix checkout problems, and to link the details to your order if you complete it. We do not save card details, the receiver's details, your address, map pin or gift messages for this. We do not use these details to contact you about an unfinished order or for marketing, unless you tick the optional box described below.

Special offers and checkout help (optional): at checkout you can tick a box — it is never ticked for you — to receive a special offer and help completing your order by WhatsApp or email. If you tick it, we record that you agreed, when, the wording you agreed to, and the contact details it covers (your mobile number for WhatsApp, your email address for email). If you then don't complete your order, a member of our team may send you one message about that checkout, which may include an offer that is available at the time; these messages are never sent automatically. You can opt out at any time — untick the box, reply STOP, or contact us — and we stop straight away. Your choice does not affect your order or the order messages we need to send you.

Checkout session code: so the same checkout is not recorded twice when you refresh the page or come back to it, your browser stores a random checkout code for up to 24 hours. It does not contain your name or contact details.

Information collected automatically: your shopping cart and checkout progress are kept in your browser so they are not lost between pages. We may record how you arrived at our website (for example, the campaign or link you followed). When you arrive from an advertisement or a tagged link, your browser keeps, for up to 90 days, the campaign details in that link and, for Google ads, the click identifier Google adds to the link (gclid, gbraid or wbraid), together with the first page you visited (without the rest of the address), the website that sent you (domain only) and the time. A newer advertisement or tagged link replaces the earlier one. If you then place an order on our website, these details are saved with your order so we can see which advertising leads to orders; they are visible only to authorised staff, are not shown to delivery drivers and are not sold or shared with advertisers. Our website uses Google Analytics and the Meta Pixel, which use cookies and similar technologies to collect information about your visit and actions on the site, such as pages and products viewed, items added to the cart and purchases (see "Google Analytics and Meta Pixel" below). When you place an order on our website, we also keep your IP address, browser type and the Meta cookie identifiers for that visit until the purchase has been reported to Meta. We also record anonymous visit statistics, described below.

Website visit statistics (Customer Journey)

To understand how shoppers use our website and where ordering becomes difficult, our website records anonymous visit statistics: the pages and products viewed, product cards clicked, the cart and checkout steps reached (for example, choosing delivery or pickup, completing the details or starting payment), the cart value and number of items, technical error codes, the type of device (phone, tablet or computer) and how you arrived (for example, a Google or Instagram link, or the campaign name in the link).

To connect these steps, your browser stores two random codes on your device: a visitor code, kept for up to 90 days, and a visit code that changes after 30 minutes without activity. They do not contain your name, contact details, address, card message or payment details, and these statistics do not record what you type into any form (checkout details are described above). We do not store your IP address or full browser details with these statistics; a one-way coded form of your IP address is used only briefly to block misuse of the website.

If you place an order, the visit is linked to that order in our system so we can see which steps lead to completed orders. Our team uses these statistics only in summary form to improve the website. They are stored with our database provider (Supabase), are not shared with advertisers, and are deleted automatically after 90 days.

You can switch these statistics off for this browser at any time with the button below. Browsers that send a Global Privacy Control or Do Not Track signal are never included. This choice does not change the advertising and measurement tools described in the next section.

Google Analytics and Meta Pixel

Our website uses Google Analytics 4 (provided by Google) to measure how the website is used. It sets cookies (such as _ga) and records the pages viewed, how you arrived (for example, the link or campaign), your device and browser type, your approximate location (which Google works out from your IP address) and shopping steps such as products viewed, items added to the cart, checkout started and completed purchases (order value and products ordered). We do not send your name, contact details, address or card message to Google Analytics.

Our website also uses the Meta Pixel (provided by Meta, which owns Facebook and Instagram). It sets cookies (such as _fbp) and records your visit and actions on the site, such as pages and products viewed, items added to the cart and purchases, so we can measure and improve our advertising on Facebook and Instagram. Purchase information may also be sent through the Meta Conversions API, as described under "Service providers we use".

Google and Meta process this information under their own privacy policies and may process it outside the UAE. You can block or delete these cookies in your browser settings, and you can opt out of Google Analytics with Google's browser add-on (tools.google.com/dlpage/gaoptout). The "Switch off" button in the previous section applies only to our own visit statistics.

How we use your information

To prepare, deliver or hand over your order; to confirm your order and send you order updates by WhatsApp and/or email; to let you track your order; to process payments; to provide customer service and handle requests, cancellations and complaints; to work out delivery availability and delivery fees for your address; to prevent fraud and misuse of our website; and to keep business records and meet our legal obligations.

With your consent, we may also send you marketing messages. You can choose not to receive them, or stop them at any time. Order-related messages are sent whether or not you agree to marketing, because they are needed to fulfil your order.

We use advertising and measurement tools (see below) to understand how our website and advertising perform.

Service providers we use

We share personal information only with the service providers we need to run our website and fulfil orders, and only for those purposes:

• Supabase — hosts our website's database and file storage in the United Kingdom (London), including order details, checkout details and any reference photos you upload.

• Stripe — processes online card payments. Stripe handles your card details directly under its own privacy policy.

• Twilio — sends WhatsApp messages about your order.

• Resend — sends emails about your order.

• Google Maps Platform — provides the map, location search and address lookup at checkout, and is used to check delivery locations and calculate delivery distances.

• Google (Google Analytics) — measures website visits and shopping steps so we can improve our website and advertising. It does not receive your name, contact details, address or card message.

• Meta (Facebook / Instagram) — the Meta Pixel on our website and, where enabled, the Meta Conversions API record website activity and completed purchases so we can measure and improve our advertising. For orders placed on our website, the purchase information we send through the Conversions API includes the order value, currency and the products ordered, together with your email address, mobile number, first and last name and country in hashed form (converted into an irreversible code), plus your IP address, browser type and Meta cookie identifiers, so Meta can match the purchase to its advertising. It does not include the receiver's details or the delivery address. Orders placed with us by phone, WhatsApp or in store are not sent.

Some of these providers may process information outside the UAE.

Other sharing

Our staff and delivery drivers see the order details they need to prepare and deliver your order, including the receiver's name, mobile number, address and map pin. We may also disclose information where required by law or by a competent authority. We do not sell your personal information.

How long we keep it

We keep personal information for as long as it is needed for the purposes described in this policy, including fulfilling orders, customer service, keeping business and accounting records and meeting our legal obligations.

Checkout details of unfinished orders: if you did not tick the optional offers box, your name, mobile number and email address are erased automatically 7 days after your last activity at checkout (our clean-up runs once a day, so this can take up to one more day). If you ticked it, we keep them until the checkout record is deleted (see below); if you opt out, they are erased at our next daily clean-up once 7 days have passed since your last checkout activity. We keep the record of your choice (that you agreed or opted out, when, and the wording) only as long as we need it to respect your choice and to show that you agreed. Every checkout record is deleted in the same way 30 days after your last activity; if it became an order, the order itself is kept as described above.

Advertising click identifiers saved with an order (gclid, gbraid or wbraid) are erased automatically 90 days after the order (our clean-up runs once a day). The type of source (for example, Google Ads or Instagram), the campaign name and the first page visited stay with the order record.

Your rights and choices

Subject to applicable UAE law, including the UAE Personal Data Protection Law, you may ask us for access to the personal information we hold about you, ask us to correct it, or ask us to delete it. You can also withdraw your consent to marketing messages at any time.

You can control or clear cookies and stored website data through your browser settings.

Information about other people

When you give us a receiver's details, or include personal content in a card message or reference photo, please make sure you are entitled to share that information with us for the purpose of your order.

Contact

For any privacy question or request, please contact us. You can contact us by email at instaflowers.ae@gmail.com, or on WhatsApp using the number shown on our Contact page. Our business hours are also shown on the Contact page. Our business location is Al Muraqqabat, Deira, Dubai, UAE.