Privacy Policy

Retailo Technologies Holding Limited, a holding company incorporated under the laws of Abu Dhabi Global Market with company number 000004616, acting and operating through its subsidiaries in Pakistan, Saudi Arabia, United Arab Emirates, or wherever geographically you make the use of the Services (hereinafter referred to as “Retailo”, “us”, “our”, “we”, or “Company”), is engaged in supply of an agent-assisted online local B2B marketplace and commerce platform that aims to assist retail supply chains (the “Services”). This Privacy Policy (the “Policy”) intends to help you comprehend the information we collect from our users visiting or using our website or application (hereinafter referred to as “user”, “you”, “your”, or “yours”), and through other interactions and communications you have with us.

This Policy sets out the basis of how we use the information collected, and when we use it, to provide our Services. This Policy describes our privacy practises concerning information and personal data collected in connection with the Services. You are requested to carefully read this Policy before accessing or using Services. If you do not agree with any part of this Policy, you are suggested to not use or access our Services.

We reserve the right to change, modify, add, or remove portions of this Policy at any time without any prior notification. Any such changes shall be effective as soon as we post such amendment or modification on or through our website, Mobile Applications (defined below), communicate the same to you through email notification, or any similar means. Please check this Policy regularly for updates and amendments. Any continued performance or use of the Services shall be deemed your consent to such revised Policy.

The headings of the clauses, section, schedules etc. herein are for reference only and shall not affect the interpretation.

Scope and application

This Policy applies to all the users and visitors of our website or the mobile application anywhere in the world who may access or use our Services as well as to any other persons who may use Retailo platform. This Policy further applies to all transactions, activities, and data gathered through the use of Services.

Data collection

In order to operate Retailo and to provide you with information about our Services that may be of your interest, we may use your personal information. When you use our Services, we may collect personal information (i.e. information specifically utilised to contact you directly including, but not limited to, full name, phone number, email address, gender, age/birth date, government-issued identity card number, or shop address, shop ownership or rental details, shop’s phone number etc.) (“Personal Information”) and demographic information (i.e. information which is not Personal Information; including, but not limited to, username, device information, browsing history information, device location, and IP address) (“Demographic Information”). Demographic Information is further categorised into two types: private information including, but not limited to, transaction information and communications or interactions with customer support of Retailo; and public information, that includes other demographic information. Personal Information along with Demographic Information is referred as “Personal Data” herein.

A. Data provided by users:

  • Mobile Applications Sign-Up

    We may collect Personal Data including, but not limited to, name, contact number etc. at the time a user registers with us through our mobile applications (i.e. “Retailo - B2B Retailer App”, “Logistics”, “Acquisition ”) (the “Mobile Application(s)”). The user may also be required to provide its email address, government-issued identity card number, photograph, etc. in addition to payment or banking information, if so required.

  • Background Check And Identity Verification

    Background verification is done for all users using OTP via phone number through a third-party or through other forms of verification as deemed fit by Retailo from time to time. We may also share your email address with a third party for such verification purposes. You hereby represent and warrant that you have the authority to provide us with any such contact information.

  • User Content

    We may collect the information that users submit while interacting and communicating with our customer support. We further share device tokens with third party via which we send notifications to the user’s device. This may also include any feedbacks or suggestions that the user provides.

B. Data Collected During Use Of Services:

  • Website/Landing Page

    When you browse our website/landing page (, we may collect the Internet Protocol (IP) address of the device you are using and cookies (small files that we embed on your computer, only if you consent to it) to enable our system to recognize your browser and capture and retain certain information. We collect this data so that we can identify why our visitors are dropping out of the website and to identify areas of improvement to make the experience more engaging for you. You hereby represent and warrant that you comprehend and agree that all information collected by Retailo are utilised to enhance the security of our user and Services.

    When filling any form including, without limitation, the contact us form, at the completion of entering your contact information, your IP address is no longer anonymous, and we shall be able to identify you by combination of your IP address and contact information.

  • Location Data

    We may collect precise location data from the user's mobile device provided that the user has enabled the GPS. The user is asked to provide permission to use location data once the Retailo app (or any of our associated applications) is opened. Retailo may collect the location data when these Mobile Applications are running on-screen or in the background of your mobile devices. Our Logistics App requests the user to allow the use of background location which will be continuously used even when the app is closed. We use this location data for our delivery agent to accept the delivery assignment, allowing us to provide accurate estimated time of arrival to the user, and to ensure the delivery to the user. We, through our Mobile Applications, collect location data to enable us to provide our services even when the app is closed or not in use. It is mandatory for us to collect your location data to provide precise and accurate information; any user may also disable this feature at its choice afterwards.

  • Transaction Data

    We may collect transaction information with regards to your use of our Services including, but not limited to, Services requested by the user and provided by the user, delivery information, date, and time the service was provided, payment details, and payment method selected.

  • Usage Data

    We may collect information regarding how users interacted with our Services including, but not limited to, date and time of access, app crash report, and app features used. We may further collect data used in completion of the tasks including, but not limited to, text messages, voice messages, and attachments. We may also collect data through use or capture of cookies.

  • Updates

    We may collect your email addresses to customise your record and send you solicitations or updates related to our application; this is not a mandatory requirement; it is completely upon your discretion if you want to receive this information.

  • Third Parties

    We may collect your information for third parties including, but not limited to, OTP/email or OTP/phone-number verification services providers, insurance partners, money-related specialists etc.

How we may use your personal data

We may use Personal Data that you provide to us, or we collect from you including, but not limited to:

  • Improve our Services to ensure user satisfaction.
  • Maintain and provide new features and improve customer support for both users and users.
  • Develop and ensure safety features for mobile applications.
  • Send communication based on your interest, for instance, promotions, news, and updates.
  • Make the payment facilitation process more efficient for you.
  • For provision of our services to you, whether or not, through our mobile application, platform, or website, as the case may be.

How RETAILO shares your personal data

We may share your Personal Data which you provide to us or we collect from you to:
  • We may share the Personal Data that we collect from you that may include, but not limited to, your name, contact details, or location with the user that is connected to you to provide you Services that you opt from our application. This information is required for the user to contact you, locate you, and/or complete your order/request.
  • We may only share your information with the third parties whose services we are taking in regards to the purpose to pursue our business such as our payment service providers. We may share your Personal Data with third parties when necessary for the payment facilitation process. We share this data with our payment facilitation provider, Muawin, who ensures secure, safe, and efficient transactions.
  • We may share your Personal Data with other third parties when necessary to fulfil your requests for Services to complete an order that you initiated. However, third parties must comply with their privacy policy regarding the protection and privacy of the shared Personal Data of our users.
  • We may likewise utilize or share your Personal Data with third parties when we have reason to believe that doing so is necessary to comply with applicable law or a court order, subpoena, or other legal process; to investigate, prevent, or take action regarding illegal suspected fraud; violations of our terms and conditions; or situations involving threats to our users and/or users.
  • However, we shall never sell or rent your Personal Data to any third-party.

Storage and securities

We use all reasonable endeavours to maintain the security of your Personal Data and to protect the same from misuse, intervention, loss due to unauthorised access, modifications, or disclosures. All the data is stored in the application’s back office. We delete all the data once it is no longer required under the terms of this Policy.
Your Retailo account is password-protected so that only you and authorised Retailo’s employees have access to your account information. Retailo’s staff will never proactively reach out to you and ask for any information related to your account access including your password.
Retailo takes pride in ensuring that your Personal Data is kept safe and secure. Retailo has dedicated staff for respecting and implementing this Policy. However, no data transmission over the internet can ever be 100% protected. Therefore, we do not guarantee the security of any Personal Data you provide to us. You hereby represent and warrant that you understand that you share your Personal Data at your own risk. For any further details regarding this, you may refer to our terms and conditions or get in touch with our privacy team. To the extent permitted by the law, Retailo expressly disclaims any liability that may arise in an event if any unauthorised individual or third party obtains or gets access to the Personal Data you submit to us.

Correction and updates to your personal information

You may request change to factual errors in your Personal Information by contacting customer support team. You can reach out to them via the Help option in the menu of our Mobile Applications.

E-Mail subscriptions or opting out

You may opt out of receiving promotional and latest announcements of software updates and Services by simply unsubscribing. If you may like to stop receiving emails from us, please send us an email requesting in detail to unsubscribe any specific (or all) email subscriptions.


Financial transactions relating to our application and Services are made through basic mode of payments: (i) cash on delivery; (ii) credit/debit card transaction; (iii) direct bank transfer; or (iv) secure wallets. You may have the right to choose the payment method. You can initiate the payment of Services through our platform. To fulfil the purposes stated, we may need to share your Personal Information with our payment service provider, Muawin, or any of our payment or banking partners.

Deletion of account

For any reason whatsoever, in case your Retailo Account is deactivated or blocked, your Personal Information shall remain available in our database. In case you want us to delete the same or you intend to regain access of your Retailo Account, you may contact us through our customer support page and submit a request. We may retain a bare minimum of your Personal Data to carry out a data analysis or data mapping to prevent you from making another account. Moreover, we may need the same to prevent duplicate accounts being made by any user(s).

Changes to our privacy policy

We may update and amend this Policy anytime without any prior notice. In case of any significant changes related to how we treat your Personal Data or to the protection or security strategy, we may give you a notice through the notification section of the mobile application or through email. Your continued use after such notification will establish your consent and agreement to the most recent terms of this Policy.

Children's privacy

Our Services, related to the user, are directed towards adults of and above eighteen (18) years and we do not intend to provide Services to users below this age. We do not intend to collect, store, process, or maintain personal information from persons under the age of 18, as we presume that all users represent to us that they are at least 18 years old. We record the date of birth you provide which is considered a declaration from anyone using our application that they are above the age of majority at the time we acquire their Personal Information or Demographic Information.

Aggregated information

From time to time, we may record anonymized and aggregated data about our users, users, and/or users, for example, by distributing a report on patterns in the utilization of our Services. We intend and strive to keep this procedure anonymous and limited to selected few of Retailo’s staff.

Privacy complaints

We shall not be liable for any direct, indirect, incidental, special, exemplary, punitive, or consequential damages, including, but not limited to, lost profits, lost data, theft, fraud, personal injury, or property damage related to, in connection with, or otherwise resulting from any acts or omissions in connection with this Policy. However, we take all the complaints seriously and assure you that we shall do our best to accommodate your concern and give a satisfactory outcome. You may register or report your complaint at the details given at the end of this Policy.

Cookies policy

We may use third party cookies including, but not limited to, Google Analytics, Cloudflare, and Mouseflow, for the purpose of making user-experience better. We may also use pixel tags (usually in combination with cookies) from third parties to get information about your usage of our website and Services, and your interaction with us through email or other means of communications. We do not use cookies to identify you personally but only to gain useful knowledge about how our website and Services are used so we can keep improving it for our users. Please note that if you limit the ability of website to use cookies, you may be unable to benefit from its full functionality.

Contact Retailo's customer support

For concerns or complaints related to privacy:

If you have any questions, comments, or requests related to this Policy statement or how we store or process your Personal Data, please feel free to email us at

For technical queries:

If you have any questions or requests for our technical or IT team, please feel free to email us at

For general complaints or feedback:

If you have any general questions or comments, please feel free to email us at