Privacy Policy

1. Who we are and scope of this Privacy Policy

Wair operates a secondhand apparel marketplace available through its website and mobile app. The platform enables users to create buyer and seller accounts, upload listings, communicate through the platform, buy and sell secondhand apparel, and use marketplace services connected to payments, collection, delivery, reviews, support and dispute handling. Wair's website is https://www.wair.ae and will operate within the United Arab Emirates.

This Privacy Policy explains how Wair collects, uses, stores, shares and protects personal information when users access the Wair website, mobile app, marketplace, user accounts, buyer and seller features, listings, payment-related workflows, collection and delivery arrangements, customer support, communications and related services.

For most personal information processed through the marketplace, Wair acts as a data controller because it decides what personal information is collected and how it is used. Certain third-party providers, including payment, delivery, email, CRM, hosting, analytics, app store and infrastructure providers, may act as independent controllers or processors depending on the service they provide.

For privacy, data protection, marketplace or policy-related enquiries, contact Wair at support@wair.ae

2. Information we collect

We may collect personal information directly from users, automatically through the website or app, and from third-party service providers involved in operating the marketplace.

Account, identity and contact information

This may include name, username, email address, phone or mobile number, date of birth, social media profile information, account login details, account preferences, identity-related information and information used to manage buyer and seller accounts.

Address, order, collection and delivery information

This may include home or mailing address, delivery address, collection address, delivery instructions, order information, purchase history, delivery status, correspondence with support, dispute records and other information needed to arrange third-party collection and delivery.

Listings, photos and user-generated content

Users may upload listings, item descriptions, item photos, prices, messages, reviews, seller information, buyer information and other content. Listings, selected profile details, approved reviews and other marketplace content may be visible to other users where this is necessary to operate the marketplace.

Payment and payout-related information

Wair uses an authorised third-party payment provider for payment processing. Users may provide payment and payout information through that authorised payment provider. Wair does not intend to directly store full bank account details or card details. Wair may receive transaction identifiers, payment status, payout status, fee information, fraud indicators and other payment-related information required to operate and reconcile the marketplace.

Device, usage and technical information

We may collect device information, app usage statistics, browser information, IP address, device identifiers, operating system information, log data, crash information, security logs, session data, cookie information, language and timezone settings, interaction data and other technical information needed to provide, secure and improve the website and app.

Communications and support information

We may process messages sent through the platform, support requests, dispute information, emails, survey responses, marketing preferences and other communications with Wair.

Sensitive information

Wair does not intentionally collect special category or sensitive information unless this is clearly necessary for a specific feature, dispute, legal requirement or support request. Users should not upload unnecessary sensitive information to listings, messages or support requests.

3. How we use personal information

We use personal information for the following purposes:

• creating, verifying, managing and securing user accounts;
• allowing buyers and sellers to use marketplace features;
• allowing sellers to create listings, upload photos, set prices and manage sales;
• allowing buyers to browse, purchase and communicate about items;
• processing payments, Buyer Protection service fees, collection and delivery fees, seller payouts and related transaction records through an authorised provider;
• arranging collection and delivery through third-party delivery partners;
• supporting dispute handling and Wair mediation between buyers and sellers;
• reviewing accounts, ads, listings and reviews manually or through future moderation tools;
• preventing fraud, misuse, counterfeiting, illegal activity, security incidents and breaches of marketplace rules;
• providing customer support and responding to enquiries;
• sending service messages, administrative notices and, where permitted, marketing communications;
• maintaining records, complying with applicable laws and enforcing legal rights;
• improving the website, app, marketplace features, security, performance and user experience.

4. Legal bases and processing grounds

Where UAE data protection law applies, Wair will process personal data in accordance with applicable UAE Personal Data Protection Law principles, including fairness, transparency, purpose limitation, data minimisation, accuracy, security, retention limitation and accountability.

Where EU GDPR or UK GDPR applies, Wair will rely on one or more lawful bases for processing personal information. These may include performance of a contract, legitimate interests, consent, compliance with legal obligations, and, where necessary, protection of vital interests or establishment, exercise or defense of legal claims.

Examples of legitimate interests may include operating the marketplace, preventing fraud, maintaining platform security, handling disputes, enforcing marketplace rules, improving services, and protecting buyers, sellers, Wair and the wider platform community.

5. User-generated content, listings, messages and reviews

Marketplace users are responsible for the content they upload or submit, including listings, photos, item descriptions, prices, messages and reviews. Sellers are responsible for the accuracy, legality and completeness of their listings.

Users should not upload counterfeit, illegal, misleading, infringing, unsafe, offensive, discriminatory, privacy-invasive or prohibited content. Wair may review, remove, restrict or refuse content that breaches the Terms & Conditions, Acceptable Use Policy, marketplace rules, applicable law or the rights of others.

Messages may be used for marketplace communication and may be reviewed where necessary for safety, fraud prevention, support, dispute handling, compliance, enforcement or legal reasons. Reviews may be subject to admin approval before they are made public.

6. Payments, payouts and third-party delivery

Payments and seller payouts are processed through an authorised payment provider. Wair does not intend to directly store complete bank account details or card numbers. Payment providers may collect, process and store payment and payout information under their own terms and privacy notices.

Wair organises collection and delivery of goods through a third-party delivery company. Wair does not physically touch, inspect, authenticate, clean, store or quality-check items before delivery. Delivery providers may receive the information needed to arrange collection, delivery, tracking, support and dispute handling.

Where a buyer raises a dispute or a transaction requires review, Wair may process order, listing, message, delivery, payment, dispute, buyer and seller information to support mediation and decision-making.

7. Cookies, app technologies and similar tools

Wair uses essential cookies and functionality cookies for user logins, account management, language, timezone and enhanced content. Wair may also use similar technologies in its app, including local storage, device identifiers and SDK-based tools.

If analytics, marketing cookies, tracking pixels or advertising technologies are added later, Wair should update the Cookie Policy and, where required, use a compliant consent mechanism before non-essential cookies or similar tracking technologies are placed on a user's device.

8. Third-party services and data sharing

Wair may share personal information with carefully selected third parties where this is necessary to operate the marketplace, comply with legal obligations, protect users, enforce terms, process transactions, deliver items or provide communications and support.

Relevant providers may include Stripe, MailChimp, Salesforce, Resend, app stores, hosting providers, cloud infrastructure providers, delivery companies, analytics or performance providers, professional advisers, regulators, law enforcement, fraud prevention providers and other service providers used by Wair.

Wair will only share personal information where there is a valid reason to do so and, where required, appropriate contractual, security and data protection safeguards should be in place.

9. International transfers

Wair may process or store personal information in the United Arab Emirates, the United Kingdom, the European Economic Area and other locations where Wair or its service providers operate. Third-party providers may also process information in other countries.

Where EU GDPR or UK GDPR applies and personal information is transferred internationally, Wair will use appropriate transfer safeguards where required, such as adequacy decisions, standard contractual clauses, contractual safeguards or another lawful transfer mechanism.

Where UAE data protection requirements apply, Wair will take reasonable steps to ensure that personal data transferred or accessed internationally is protected in accordance with applicable legal requirements.

10. How long we keep personal information

Wair keeps personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, the Data Retention & Deletion Policy, the Terms & Conditions, legal obligations, accounting requirements, dispute handling, fraud prevention, security, regulatory compliance and enforcement of legal rights. Certain operational records may be retained for up to 730 days after account closure, listing removal, transaction completion or a valid deletion request where continued retention is justified for marketplace safety, payment records, delivery records, disputes, fraud prevention, accounting, legal compliance or enforcement.

Wair may keep some records after an account is closed, a listing is removed or a deletion request is made where retention is necessary for marketplace safety, fraud prevention, accounting, compliance, disputes, claims, chargebacks, legal obligations or backup integrity. More details are provided in the Data Retention & Deletion Policy.

11. Your privacy rights

Depending on where you are located and which laws apply, you may have rights to request access to your personal information, correction of inaccurate data, deletion, restriction of processing, portability, objection to processing, withdrawal of consent, and information about how your personal data is used.

Users may request access to, download, correct or delete certain personal information through the app or by contacting Wair. Some information may need to be retained where required for payment records, delivery records, disputes, fraud prevention, legal compliance, accounting, chargebacks, safety, enforcement or other lawful purposes.

To exercise privacy rights, contact Wair at the details provided in this policy. Wair may ask for information to verify identity before responding to a request.

12. Children

The Wair platform is not intended for children under the age of 18. Wair does not knowingly target or collect personal information from children under 18. If Wair becomes aware that it has collected information from a child under 18 without appropriate authorisation, Wair will take reasonable steps to delete that information.

13. Security

Wair uses reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration, disclosure and destruction. No online service can guarantee absolute security, and users are responsible for maintaining the security of their account credentials.

Users should notify Wair immediately if they suspect unauthorised account access, fraud, misuse or a security incident.

14. Automated decision-making and future AI tools

Wair currently intends to carry out account and ad checks on a scheduled basis manually and automatically but does not use AI functionality for this purpose.

15. Changes to this Privacy Policy

Wair may update this Privacy Policy from time to time to reflect changes to the platform, app, website, marketplace features, legal requirements, third-party services, payment flows, delivery arrangements or business operations. The updated version will be published on the website or app with a revised date.

16. Reporting, moderation and safety data

When users report listings, messages, reviews, accounts or conduct, Wair may process report details, screenshots, listing information, user IDs, messages, device data, timestamps, moderation notes and support communications. This information may be used to investigate abuse, counterfeit concerns, fraud, prohibited items, harassment, safety issues, policy violations and disputes.

17. Payment, fraud, chargeback and risk information

Wair may process payment-related identifiers, payment platform account information, transaction status, payout status, chargeback information, fraud signals, delivery status and dispute records. Full card details and bank account details are handled by an authorised payment provider where applicable, not directly stored by Wair.

18. Delivery, acceptance and dispute evidence

Wair may process delivery information, collection details, courier updates, tracking references, buyer acceptance information, delivery confirmation, dispute evidence and support communications. These records help Wair coordinate third-party delivery, support users, assess disputes, protect against fraud and keep appropriate business records.

19. Data accuracy and user responsibility

Users are responsible for keeping account, contact, address, payout and listing information accurate and up to date. Inaccurate information may affect account access, delivery, seller payouts, dispute handling, payment provider verification, legal notices and user support.

20. Privacy controls, reporting and future automation

Wair may introduce additional privacy controls, reporting tools, blocking tools, moderation features, API integrations and AI-assisted review systems as the platform develops. Where such tools involve personal data, Wair will aim to use them in a proportionate manner and provide appropriate information within this Privacy Policy or related notices.

21. Contact us

For privacy, data protection, marketplace or policy-related enquiries, contact Wair at support@wair.ae