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Privacy Policy

اقرأ هذه السياسة باللغة العربية

Last updated: 21 October 2026

1. Introduction and scope

1.1 This Privacy Policy is referred to in the Terms of Use and the Terms of Sale. It is a notice explaining how we process Personal Data and does not form part of any contract with you. Accepting the Terms of Use or the Terms of Sale is not consent to any processing for which consent is required. Capitalised terms used but not defined in this Privacy Policy have the meanings given to them in the Terms of Use.

1.2 This Privacy Policy is published in English and in Arabic. For consumers in the United Arab Emirates (the “UAE“), the Arabic version prevails if the two versions differ.

1.3 This Privacy Policy explains what Personal Data we collect, why we collect it, with whom we share it, where it is transferred, how long we keep it, how we protect it and the rights available to you. It applies to Personal Data processed when you:

  1. visit or use the Platform, whether or not you hold an Account;

  2. place an Order, make a payment, or request a cancellation, return, exchange or refund;

  3. contact Customer Service by email, telephone or WhatsApp, or make a complaint; and

  4. receive communications from us.

1.4 In this Privacy Policy:

  1. “Personal Data” means any information relating to an identified or identifiable natural person;

  2. “processing” means any operation performed on Personal Data, including collection, recording, storage, use, disclosure, transfer and deletion;

  3. “PDPL” means UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data, together with any regulations issued under it; and

  4. “you” and “your” refer to the individual whose Personal Data is processed, including a customer, an Account holder, a recipient of an Order and a visitor to the Platform.

1.5 We process Personal Data in accordance with the PDPL and any other data protection law that applies to the processing concerned. Where Personal Data has been anonymised so that it can no longer identify an individual, it ceases to be Personal Data and this Privacy Policy does not apply to it.

1.6 This Privacy Policy should be read together with the Cookie Policy, which describes the cookies and similar technologies used on the Platform.

2. Controller and privacy contact

2.1 The controller of your Personal Data is NEXTAURA 360 L.L.C-FZ (“we“, “us” or “our“), a free zone limited liability company registered in the Emirate of Dubai, UAE, licensed by Meydan Free Zone, with its registered address at 6th Floor, Meydan Grandstand, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates. We operate the Platform under the name One Basket and are the seller of every Product sold on it.

2.2 As controller, we determine the purposes for which and the means by which your Personal Data is processed, and we are responsible for that processing under applicable data protection law.

2.3 Questions about this Privacy Policy, requests to exercise your rights and any other privacy matter may be sent to our privacy contact at info@onebasket.ae. Privacy matters may also be raised through Customer Service by telephone or WhatsApp on +971 55 137 8765.

3. Personal data we collect

3.1 Data you give us. We collect the following Personal Data that you provide when you use the Platform, place an Order or contact us:

  1. Identity and contact data: your name, email address, mobile number and delivery address, and the name, address and mobile number of any other person you name as the recipient of an Order;

  2. Account data: the email address associated with your Account, the password you set for it and your Account settings;

  3. Order data: the Products ordered, quantities, prices, delivery fee, Order total, delivery destination, the Order Confirmation and the records of any cancellation;

  4. Payment data: the payment method you select and the status of your payment. Where you pay by bank transfer, we receive the details shown on the transfer, including the name of the paying account holder. Where a refund is paid to you by bank transfer, we collect the bank account details you provide for that purpose. We never receive or store your card number;

  5. Returns data: the details of any return, exchange or refund request, including the reason selected, your description of any fault, any photographs you provide, and photographs and findings recorded when a returned item is inspected;

  6. Communications data: the content and details of your communications with us by email, telephone or WhatsApp, including complaints, the reference numbers assigned to them and our responses;

  7. Customs data: any information or documents relating to the recipient that are provided to us in connection with the customs clearance of an international Order;

  8. Marketing preferences: whether you have consented to receive marketing communications, and any withdrawal of that consent; and

  9. User content: reviews and other content you submit to the Platform, where that feature is offered.

3.2 Data collected automatically. When you use the Platform, we collect the following Personal Data automatically:

  1. Technical data: your IP address and information about your browser, which are recorded with your Orders and in our server logs;

  2. Cookie data: the information held in the strictly necessary cookies that keep you signed in and retain the contents of your cart, as described in the Cookie Policy; and

  3. App notification token: where you use the One Basket mobile app with notifications enabled, a token that identifies your device for the purpose of delivering notifications.

3.3 Data from third parties. We receive Personal Data about you from the following third parties in the course of performing your Order:

  1. Couriers, in the UAE and in the destination country: the status of your shipment, the outcome of each delivery attempt, confirmation of delivery and, where you return an item, confirmation of collection;

  2. Payment providers, including Tamara and our card payment provider: confirmation of whether a payment, instalment plan or refund has been completed, together with the related transaction reference. We do not receive your card number from them; and

  3. Fulfilment Partners: confirmation that your Order has been prepared and dispatched and, where a returned item is inspected at a Fulfilment Partner’s facility, the inspection findings and photographs.

3.4 Data about other people. Where you provide the Personal Data of another person, for example the recipient of an Order, you confirm that you are entitled to provide it to us for the purposes described in this Privacy Policy.

4. Mandatory and optional data

4.1 Your name, delivery address, mobile number and email address are required to accept, deliver and communicate with you about your Order. If you do not provide them, we cannot accept your Order.

4.2 The following Personal Data is also required where it relates to a service you request:

  1. the payment data needed to process the payment method you select;

  2. the returns data needed to assess and process a return, exchange or refund request;

  3. the bank account details needed to pay a refund to you by bank transfer; and

  4. any information that customs authorities in the destination country require to clear an international Order.

4.3 If you do not provide data listed in clause 4.2, we may be unable to provide the related service, and the consequences are those set out in the Terms of Sale, the Returns and Refund Policy or the Shipping and Delivery Policy, as applicable.

4.4 All other Personal Data is optional. In particular, you are not required to consent to marketing communications, to contact us by WhatsApp, to enable app notifications or to submit user content, and declining to do so does not affect your ability to place an Order.

5. Purposes

5.1 We process Personal Data only for the following purposes:

  1. to process and deliver Orders, including accepting Orders, collecting payment, arranging customs clearance of international Orders and arranging redelivery, and to process cancellations, returns, exchanges, inspections and refunds;

  2. to provide the Platform and manage Accounts, including keeping you signed in, retaining your cart, creating your Account at your first Order, publishing reviews where that feature is offered, and responding to enquiries, complaints and warranty claims;

  3. to send Order updates and other service communications, including by app notification, about your Orders, returns, refunds and Account;

  4. to secure the Platform, verify identity or payment, prevent and investigate fraud, and keep server logs;

  5. to meet our legal, accounting and tax obligations, including issuing invoices, keeping accounting and tax records, responding to lawful requests from public authorities and handling requests made under clause 14; and

  6. to send marketing communications, only where you have given your consent, which may be withdrawn at any time.

5.2 We do not use Personal Data for a purpose that is incompatible with the purpose for which it was collected. If we intend to process Personal Data for a new purpose, we will inform you before doing so and, where required by law, obtain your consent.

5.3 Where we process Personal Data with your consent, you may withdraw that consent at any time. Withdrawal does not affect the lawfulness of processing carried out before it.

5.4 We do not make decisions about you by fully automated means. Any cancellation of an Order for suspected fraud is reviewed by a member of our staff.

6. Automatic account creation

6.1 When you place your first Order, an Account is created automatically using the email address given with that Order. We send a link to that email address so that you can set a password for the Account.

6.2 The Account is created so that you can view your Orders, track deliveries and request returns and exchanges. The Personal Data held in the Account is processed for the purposes set out in clause 5.

6.3 Where an Order is placed as a guest using an email address that is already registered to an Account, that Order is linked to that Account. If an Account holder sees an Order in the Account that they did not place, they must report it to Customer Service.

6.4 You may ask us to close your Account at any time by contacting Customer Service. Personal Data held in the Account is deleted within ninety (90) days of closure, except for the records that we are required to keep under clause 13.

6.5 We may also close an Account for breach of the Terms of Use, in which case clause 6.4 applies to the Personal Data held in it.

7. Marketing and service communications

7.1 We send marketing communications only where you have given your consent. Consent to marketing is optional and is not a condition of placing an Order.

7.2 You may withdraw your consent to marketing communications at any time, free of charge, by contacting Customer Service at info@onebasket.ae or by using any unsubscribe facility included in a marketing communication. Once we receive your withdrawal, we stop sending you marketing communications.

7.3 Service communications are not marketing communications. They include the Order Confirmation, payment links, tracking and delivery updates, notices of revised delivery dates, cancellation and refund confirmations, return and inspection results, replies to complaints and notices of material changes to the Policies. We send these communications because they are necessary to perform our contract with you or to comply with the law, and withdrawing consent to marketing does not stop them.

7.4 App notifications are sent only where notifications are enabled on your device. You may disable them at any time in your device settings.

8. Disclosure of personal data

8.1 We disclose Personal Data only to the extent necessary for the purposes set out in clause 5, and only to the following categories of recipients:

  1. Couriers, in the UAE and in the destination country, which receive the recipient’s name, delivery address and mobile number, the shipment details and, for cash on delivery Orders, the amount to be collected, in order to deliver an Order or collect a returned item;

  2. Fulfilment Partners and Suppliers, in the UAE and in other countries, including the destination country, which receive the Order details and the recipient’s delivery details needed to prepare, dispatch and deliver an Order and, where applicable, to receive and inspect a returned item. Fulfilment Partners and Suppliers are not parties to the sale of any Product;

  3. Payment providers, namely Tamara, for Orders paid by Tamara instalments, and our card payment provider, for card payment links, together with the banks through which bank transfer payments and refunds are made. These recipients receive the information needed to process the payment or refund. Tamara also processes Personal Data under its own terms and privacy policy;

  4. Our staff, who have access to Personal Data only to the extent required to perform their duties;

  5. Service providers that operate parts of the Platform and our communications for us, namely Hostinger, which provides our hosting and email services, Google, which delivers the web fonts used on the Platform and in doing so receives your IP address and browser information, and Expo, which delivers app notifications using the app notification token;

  6. WhatsApp (Meta), where you choose to contact us or receive messages from us by WhatsApp. Meta processes those messages under its own terms and privacy policy; and

  7. Customs and other public authorities, including tax authorities, courts and law enforcement bodies, where disclosure is required for the customs clearance of an international Order or is otherwise required by law.

8.2 We may also disclose Personal Data where disclosure is necessary to detect, prevent or investigate fraud or unlawful use of the Platform, or to establish, exercise or defend our legal rights, in each case to the extent permitted by applicable law.

8.3 If all or part of our business is reorganised, sold or transferred, Personal Data may be transferred to the entity acquiring that business, which will be bound to process it in accordance with this Privacy Policy and applicable law. We notify Account holders by email before such a transfer takes effect.

8.4 We require service providers that process Personal Data on our behalf to do so only on our instructions, to keep it confidential and to protect it with appropriate security measures.

8.5 We do not receive or store card details, and we do not share card details with any third party. We do not sell, rent or lease Personal Data to third parties, and we do not disclose Personal Data to third parties for their own marketing purposes. Personal Data is shared only with the recipients described in this clause 8, for the purposes set out in clause 5.

9. International transfers

9.1 We are established in the UAE, and Personal Data is collected and processed by us in the UAE. If you are located outside the UAE, your Personal Data is therefore transferred to the UAE.

9.2 Personal Data is transferred outside the UAE in the following circumstances:

  1. where an Order is fulfilled by a Fulfilment Partner or Supplier located in another country, or is delivered to a destination outside the UAE, the Personal Data needed to fulfil, deliver and clear that Order is transferred to the Fulfilment Partners, Suppliers, couriers and customs authorities in the countries concerned; and

  2. our service providers, including Hostinger, may store information outside the United Arab Emirates.

9.3 Where any other recipient listed in clause 8 processes Personal Data outside the UAE, clause 9.4 applies to that processing.

9.4 We transfer Personal Data outside the UAE only in accordance with the PDPL and other applicable data protection law. Each transfer is made on a ground permitted by that law, including where the transfer is necessary to perform our contract with you, and is protected by contractual safeguards with the recipient where the law requires them.

9.5 You may contact our privacy contact for further information about the safeguards that apply to a transfer of your Personal Data.

10. Cookies

10.1 The Platform uses only cookies that are strictly necessary for it to function. These keep you signed in to your Account and retain the contents of your cart.

10.2 We do not use analytics or advertising cookies. We will ask for your consent before introducing any cookie that is not strictly necessary.

10.3 The cookies we use, their purposes and their durations, and the equivalent technologies used in the One Basket mobile app, are described in the Cookie Policy.

11. Data security

11.1 We protect Personal Data with technical and organisational measures appropriate to the risks involved, including:

  1. encrypted HTTPS connections for all data transmitted between your device and the Platform;

  2. access controls that limit access to Personal Data to staff and service providers who require it to perform their duties;

  3. storage of return photographs in restricted storage; and

  4. payment by card through our card payment provider, so that card numbers are never received or stored by us.

11.2 No transmission over the internet, and no method of electronic storage, is completely secure. While we take the measures described in clause 11.1, the security of Personal Data cannot be guaranteed.

11.3 You are responsible for keeping the password for your Account confidential and for the security of the devices you use to access the Platform. You must inform Customer Service promptly if you believe that your Account has been accessed without your authorisation.

12. Personal data breaches

12.1 A personal data breach is a breach of security that leads to the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, Personal Data.

12.2 If a personal data breach occurs, we take steps to contain it, assess its likely consequences and reduce any harm.

12.3 Where the law requires it, we notify the breach to the competent authorities, including the UAE Data Office, and to the individuals affected, within the time and in the manner required by that law. The notification describes the nature of the breach and the measures taken or proposed to address it, to the extent required by law.

13. Retention

13.1 We keep Personal Data only for as long as necessary for the purposes for which it was collected, for the periods set out in the table below.

Category of Personal Data Retention period
Account data For as long as the Account remains open, and deleted within ninety (90) days of its closure
Order, payment and invoice records, including the technical data recorded with Orders and the records of cancellations, returns, exchanges and refunds Seven (7) years, to meet accounting and tax obligations
Return photographs One (1) year after the return is closed
Communications by email, telephone and WhatsApp, including complaints Two (2) years
Server logs One (1) year
App notification token Until you log out of the app or the Account is closed

13.2 Order, payment and invoice records are kept for seven (7) years under clause 13.1 even if your Account is closed earlier.

13.3 At the end of the applicable retention period, Personal Data is deleted or anonymised. We may keep Personal Data for longer than the period stated only where a longer period is required by law.

14. Your rights

14.1 Subject to the conditions and exceptions in applicable data protection law, you have the right to:

  1. Access: obtain confirmation of whether we process your Personal Data and a copy of that Personal Data, together with information about how it is processed;

  2. Portability: receive a copy of the Personal Data you have provided to us in a structured, commonly used and machine-readable format;

  3. Correction: have inaccurate or incomplete Personal Data corrected or completed;

  4. Deletion: have your Personal Data deleted, except where we are required by law to retain it, including under the retention periods in clause 13;

  5. Restriction: require us to restrict the processing of your Personal Data in the circumstances permitted by law;

  6. Objection: object to the processing of your Personal Data in the circumstances permitted by law; and

  7. Withdrawal of consent: withdraw your consent at any time where we process Personal Data with your consent, including consent to marketing communications.

14.2 You may view your Orders, returns and inspection results in your Account.

14.3 If we cannot comply with a request in whole or in part, for example because a legal retention obligation applies, we will explain the reason in our reply.

15. Exercising your rights

15.1 A request to exercise any of the rights in clause 14 may be made by email to info@onebasket.ae or through Customer Service by telephone or WhatsApp on +971 55 137 8765.

15.2 Before acting on a request, we may ask for information reasonably necessary to verify your identity and to confirm that the request relates to your Personal Data. Information provided for verification is used only for that purpose. Where a request is made on behalf of another person, we may ask for evidence of the authority to make it.

15.3 Requests are handled free of charge.

15.4 We reply to a request within thirty (30) days of receiving it.

15.5 If you are not satisfied with our reply or with the way we process your Personal Data, you may lodge a complaint with the UAE Data Office. You may also raise the matter through the complaints procedure in clause 23 of the Terms of Use, which is available free of charge by email, telephone or WhatsApp.

16. Customers outside the UAE

16.1 If you are located outside the UAE, you may have rights in relation to your Personal Data under the data protection law of your country, in addition to the rights set out in clause 14. We will respect those rights to the extent that the law of your country applies to our processing of your Personal Data.

16.2 Requests to exercise those rights are made and handled in the manner set out in clause 15.

16.3 If you are located outside the UAE, you may also lodge a complaint with the competent data protection authority in your country, where one exists.

16.4 This Privacy Policy is governed by the laws of the UAE as applied in the Emirate of Dubai. Nothing in this Privacy Policy deprives you of the protection of the mandatory data protection or consumer protection law of your country.

17. Children

17.1 The Platform is intended for adults. Customers must be eighteen (18) years of age or older.

17.2 We do not knowingly collect Personal Data from persons under eighteen (18) years of age. If we learn that we have collected Personal Data from a person under that age, we will delete it, unless the law requires us to keep it.

18. Third-party links and services

18.1 The Platform may contain links to, or allow you to use, websites and services operated by third parties, including the Tamara instalment service, the payment pages of our card payment provider and WhatsApp.

18.2 When you use those websites or services, the third party that operates them collects and processes Personal Data under its own terms and privacy policy. This Privacy Policy does not apply to that processing, and we are not responsible for the content or privacy practices of those third parties.

19. Changes to this Privacy Policy

19.1 We may amend this Privacy Policy from time to time, including to reflect changes in the law or in the way we process Personal Data. The amended version takes effect when it is published on the Platform, except that a material change applies to an Account holder only from the date falling fourteen (14) days after we notify that Account holder by email under clause 19.2, unless the change is required by law or is solely in your favour. The “Last updated” date at the top of this Privacy Policy shows when it was last revised. You should review the Policies, including this Privacy Policy, regularly.

19.2 We notify Account holders of any material change to this Privacy Policy by email.

19.3 Where a change requires your consent under applicable law, we will ask for that consent before the change applies to you.

19.4 A copy of any earlier version of this Privacy Policy is available free of charge on request to our privacy contact.

20. Contact us

NEXTAURA 360 L.L.C-FZ (One Basket)

Registered address: 6th Floor, Meydan Grandstand, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates

Email: info@onebasket.ae · Telephone and WhatsApp: +971 55 137 8765

Customer Service hours: 10:00 a.m. to 6:00 p.m. (UAE time)