Privacy Policy

Introduction

This Privacy Policy explains how Paddock Crew DWC-LLC ("Paddock Crew", "we", "us") collects, uses, shares and protects your personal data when you use our website and app to request car spare parts in the United Arab Emirates. We handle personal data in line with the UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data and other applicable laws.

By using the app you confirm that you have read this policy. If you do not agree with it, please do not use the app.

1. Who We Are

Paddock Crew is operated by Paddock Crew DWC-LLC, a limited liability company in the United Arab Emirates. It is a marketplace that connects customers with car spare parts vendors in the UAE. When you send a request, we collect quotes from vendors, show you the available offers, and arrange payment, invoicing and delivery for the order you choose. For the data described in this policy, Paddock Crew DWC-LLC decides why and how the data is used.

2. Information We Collect

Information you give us:

• Contact details: your name, mobile number, WhatsApp number and email address.
• Business account details, if you register as a business: company name and tax registration number (TRN).
• Vehicle details: the chassis number (VIN), make, model, year and other details you enter, and any photo you upload so that we can read the VIN.
• Request details: the parts you need, their condition (new or used), quantity, notes and the emirate and city for delivery.
• Delivery details: your delivery address and the location you select on the map.
• Messages: the text you send to our "Ask Paddock Crew" assistant, and messages you send us through WhatsApp or the support channels.

Information created when you use the service:

• Order, payment and invoice records, including amounts, VAT, payment method (online or cash on delivery) and delivery status.
• Verification records: one-time codes we send you to verify your phone or WhatsApp number, and the time they were sent and used.
• Technical information: your language choice, your sign-in session, browser and device type, and your IP address, which we use for security and to prevent abuse.

Payments: when you pay online by card, the payment is processed by our payment provider, Stripe. We do not store your full card number or security code.

3. How We Use Your Information

We use your information to:

• Create and manage your account and verify that you are the owner of the phone number you use.
• Send your request to suitable vendors and bring you their offers.
• Calculate prices, take payment, issue tax invoices and keep the financial records the law requires.
• Arrange pickup from the vendor and delivery to you, and keep you updated on your order.
• Contact you about your requests and orders by WhatsApp, SMS or email.
• Answer your questions, handle returns, exchanges and warranty claims, and resolve disputes.
• Protect the service and our customers, detect fraud and misuse, and enforce our terms.
• Improve the app, its speed, accuracy and ease of use.
• Meet our legal obligations.

We will not send you marketing messages without your consent, and you can withdraw that consent at any time.

4. The "Ask Paddock Crew" Assistant

When you use the assistant, the text you type is sent to an artificial intelligence service so that it can prepare a reply. We save your questions, the assistant's replies and your feedback on them, so that we can review and improve the service. If you are not signed in, a conversation is linked only to a random identifier stored in your browser and to a protected (hashed) form of your network address, which we use to limit the number of questions per day and prevent abuse. If you are signed in, the assistant may use basic details from your own account, such as your saved cars, your recent requests and their status and your wallet balance, to answer you. It does not see your phone number, email, address or payment details. Please do not include sensitive personal information in your questions. The assistant gives general guidance only. It is not a replacement for a qualified mechanic, and you should not rely on it for safety-critical repairs.

5. Who We Share Your Information With

We do not sell your personal data. We share it only as needed to provide the service:

• Vendors: they receive the vehicle and part details, and the city, needed to give you a quote. After you place an order they receive what is needed to prepare and hand over the part.
• Delivery partners: they receive the recipient name, phone number, delivery address and payment type needed to deliver your order.
• Service providers that work for us: payment processing (Stripe), messaging (WhatsApp Business through our messaging provider, and SMS where enabled), email delivery, maps and address search (Google), document generation, artificial intelligence, and the hosting platform on which the app runs. They may use your data only to provide their service to us.
• Authorities: where the law requires it or a competent authority lawfully requests it.
• A buyer or successor, if our business is sold or restructured, subject to this policy.

6. Transfers Outside the UAE

Some of our service providers may process data outside the UAE. When this happens we take steps to make sure your data stays protected, such as contractual commitments, and we transfer it only as allowed by law.

7. How Long We Keep Your Information

We keep your information for as long as your account is active and as long as needed to provide the service. We keep order, invoice and payment records for the periods required by UAE law, and for as long as needed to handle warranty claims and disputes. Verification codes are valid for a few minutes only and cannot be reused.

If you delete your account, we deactivate it and stop using your information for the service. We keep only the records we are required or entitled to keep, such as orders, invoices and payments.

8. Your Rights

Under the UAE personal data protection law, you may ask us to:

• Give you access to the personal data we hold about you, and information about how we use it.
• Correct data that is wrong or incomplete.
• Delete your data, or restrict how we use it, where the law allows.
• Stop processing your data, including for direct marketing.
• Give you a copy of the data you provided, in a common format (data portability).
• Review decisions made only by automated means that significantly affect you.
• Withdraw any consent you gave. Withdrawing consent does not affect processing that took place before.

You can update most of your details yourself from your profile page, and you can delete your account from the same place. For any other request, contact us as described in section 13. We may need to verify your identity before we act, and we will respond within a reasonable time.

9. Automated Processing

Prices and the choice of vendors that receive your request are produced by our system using vendor quotes and our pricing rules. These steps help us serve you quickly and do not decide anything about your legal rights. If you believe a price or a result is wrong, contact us and a member of our team will review it.

10. Security

We protect your information with technical and organisational measures, including secure connections, one-time verification codes for sign-in, and access restricted to authorised staff. No system is completely secure, so we cannot guarantee absolute security. If a personal data breach occurs that may harm you, we will notify you and the competent authority as the law requires.

11. Browser Storage

The app stores a small amount of information in your browser, such as your language choice and your sign-in session, so that the app works properly and you stay signed in. We do not use advertising cookies. You can clear this stored information at any time from your browser settings, but you may then need to sign in again. The assistant also stores a random anonymous identifier in your browser to count your daily questions.

12. Children

Our service is intended for adults. We do not knowingly collect personal data from anyone under 18. If you believe a child has given us personal data, please contact us and we will delete it.

13. Contact Us

For any question about this policy or your data, or to use any of your rights, contact us through the Support section of your Account page or through the Contact Us page of the app.

14. Changes to This Policy

We may update this policy from time to time. The date at the top of this page shows when it was last updated. If we make an important change we will tell you through the app. Continuing to use the app after a change means you accept the updated policy.