Privacy policy

1. What we collect

• From you, the sender: name, phone number, email address, payment confirmation from our payment provider (never your full card number), your orders and messages to us.
• About the recipient: name, phone number, delivery address and your card message. You confirm you are entitled to give us these details for the purpose of delivery.
• Automatically: the country your device connects from, used to show prices in a familiar currency, and basic technical logs needed to run the site securely.
• Delivery evidence: a photograph of the arrangement before dispatch and a photograph at the point of handover, with the time and approximate location of delivery.

2. Why we use it

• To make, approve and deliver your order, and to prove it was delivered.
• To send you order updates by WhatsApp, SMS or email, and to answer your messages.
• To issue invoices and meet our tax and accounting obligations.
• To run our quality programme: ratings, issue handling and florist scoring.
• To detect fraud and abuse and to keep the service secure.
• With your consent, to tell you about seasonal collections. You can opt out at any time.

We rely on performance of a contract for order handling, on legal obligation for tax records, on legitimate interests for quality and security, and on consent for marketing.

3. Who sees it

Our partner florists see what they need to make and deliver the order: the items, the card message, the delivery area and, from the moment the order is out for delivery, the recipient’s first name, address and phone number. They never see your details as the sender and never see the price. Florists act on our instructions as processors and are bound by our vendor agreement, including confidentiality and data protection obligations.

We use service providers to host our systems, to send WhatsApp and email messages, to process payments and to keep our customer records. Each provider processes data only on our instructions. Some providers store data outside the UAE; where they do, we rely on the transfer safeguards permitted by the Personal Data Protection Law.

We disclose personal data to authorities only where the law requires it.

4. How long we keep it

Order records, invoices and delivery photographs are kept for five years to meet UAE tax record requirements and to handle disputes. Messages on an order are kept for twelve months after delivery. Marketing preferences are kept until you withdraw consent. Sign-in codes expire within ten minutes.

5. Your rights

You can ask for a copy of your personal data, ask us to correct it, ask us to delete it where we no longer need it, object to processing based on legitimate interests, and withdraw consent to marketing. Write to us from your order tracking page or through our help page. We respond within the time the law allows and will tell you if we need to keep something for a legal reason. You may also complain to the UAE Data Office.

6. Security

Data is encrypted in transit and at rest. Access inside Order Flowers is limited to the people and systems that need it, and every action on an order is logged. Sign-in for partners and corporate accounts uses one-time codes rather than passwords. If a breach affects you, we will tell you and the regulator as the law requires.

7. Cookies

We use a small number of first-party cookies: one to remember your region and currency, one to keep your basket, and, for partners and staff, one to keep you signed in. We do not use advertising cookies. Your browser settings let you remove cookies at any time.

8. Children

Our service is for adults. We do not knowingly collect data from anyone under 18.

9. Changes

We will post any change here with a new date. Material changes are also announced on the site. See also our terms of service.