1. Scope and operator
This policy applies to herostore.com.eg, customer accounts, purchases, customer-support interactions, marketing communications and related digital services provided through Hero Store Egypt.
Personal information is processed as part of operating Hero Store and related Hero services in Egypt, including HERO Middle East and Africa Trading where applicable.
2. Information we may collect
The information collected depends on how you use the store. It may include account details, contact information, billing and delivery addresses, order history, products and quantities, delivery instructions, order status, returns and complaints, and loyalty-program information.
When you pay electronically, card data may be submitted directly to a payment gateway, bank or wallet provider. Hero Store does not intend to retain complete card numbers or CVV/security codes where those details are processed directly by the payment provider.
- Name, email address and mobile number.
- Delivery and billing addresses.
- Order, transaction, payment-status and refund information.
- Preferences, saved lists and rewards data when those features are used.
- Customer-support messages, complaint details and information you voluntarily provide.
3. Information collected automatically
When you visit the store, technical information may be collected to operate, secure and improve the service. This can include IP address, device and browser type, operating system, pages and products viewed, visit time, session information, shopping-cart activity and diagnostic or error data.
Approximate location derived from IP or store settings may also be used to help tailor parts of the shopping experience, such as delivery-region selection or relevant content.
5. How we use personal information
We use personal information where reasonably needed to provide the service, manage our relationship with customers, improve the shopping experience and meet legal or regulatory obligations.
- Create and administer customer accounts and login access.
- Process and verify orders, issue invoices and arrange delivery.
- Handle payments, returns and refunds.
- Send order, security and customer-service communications.
- Operate loyalty, rewards and eligible personalized features.
- Improve website functionality and diagnose technical problems.
- Detect fraud, abuse and security threats.
- Maintain accounting, tax and compliance records.
- Send marketing and offers when permitted or after obtaining required consent.
6. Legal basis for processing
Depending on the circumstances, information may be processed because it is necessary to perform a transaction with you, take requested steps before a purchase, comply with a legal obligation, pursue a legitimate business interest that does not improperly override your rights, act on your consent, or rely on another basis permitted by law.
Where processing depends on consent, you may withdraw that consent subject to applicable rules. Withdrawal does not affect the lawfulness of processing carried out before it was withdrawn.
7. Email, SMS and marketing communications
We may send service communications that are necessary to operate your account or order, such as order and payment confirmations, shipping and delivery updates, password-reset or security notices, refund messages and customer-support responses. These are different from promotional marketing.
If you subscribe to marketing, we may send offers, discounts, product news and loyalty updates. You can unsubscribe from promotional communications using the available opt-out method. Essential communications about an active order or account may still be sent.
8. Sharing with service providers
Hero Store does not sell personal information simply in exchange for money. We may share the information reasonably needed with providers that help us operate the store and deliver services, subject to appropriate safeguards and authorized purposes.
- Delivery and logistics partners.
- Payment gateways, banks, wallets and other financial-service providers.
- Hosting, security, analytics, email, messaging and technical-support providers.
- Marketing and campaign-measurement providers where permitted.
- Professional advisers such as accountants, auditors or lawyers when needed.
- Government or regulatory authorities where required by law or a valid legal request.
9. International data transfers
Some technology, hosting, analytics, payment or communications providers may process data using systems located outside Egypt. Where international transfers occur, we seek to apply appropriate safeguards and follow the legal requirements that govern such transfers.
10. Data retention
We retain personal information only for as long as reasonably necessary for the purpose for which it was collected. Retention can vary based on the type of record, transaction history, accounting and tax obligations, fraud prevention, security, dispute resolution and other legal requirements.
When information is no longer reasonably required, it may be deleted, anonymized or otherwise securely disposed of, subject to legal and technical limitations.
11. Your rights and account deletion
Subject to applicable law and relevant exceptions, you may have rights to ask whether we process your information, request access or correction, complete incomplete data, request deletion of eligible information, object to or restrict certain processing, withdraw consent and object to certain direct marketing.
You may request deletion of your Hero Store account and associated personal information. Some records may still need to be retained for accounting, tax, fraud-prevention, legal or regulatory reasons. Identity verification may be required before certain privacy requests are completed.
12. Children’s privacy
Hero Store may sell products intended for babies, children and families, but the ecommerce service is intended for adults who can enter into online purchase transactions. We do not intend to ask children to create purchasing accounts or provide personal information without appropriate authorization.
13. Information security and fraud prevention
We use reasonable administrative, organizational and technical measures designed to protect personal information against unauthorized access, disclosure, loss, alteration and misuse. No website, database or internet transmission can be guaranteed completely secure.
Technical, account and transaction information may be reviewed to identify suspicious payments, unauthorized account access, automated abuse, fraud or attempts to interfere with the store. Suspicious activity may be investigated, delayed, blocked or reported where appropriate.
14. Third-party sites, social media and support channels
The store may link to or integrate with independent websites, apps or social networks. Those services have their own privacy practices, and this policy does not govern how an independent third party handles information after you leave Hero Store or interact directly with that service.
If you contact us by WhatsApp, live chat, email, telephone or social media, we may process your contact details, order information, messages, complaint details and information you choose to provide so we can respond and maintain appropriate customer-support records.
15. Policy updates and applicable law
We may update this policy to reflect changes to Hero Store, website functionality, technologies, service providers or legal requirements. The revised policy will be published on this page with an updated effective or revision date.
This policy is intended to operate in accordance with applicable Egyptian data-protection and ecommerce requirements, including Egypt’s Personal Data Protection Law No. 151 of 2020 where applicable.
16. Privacy contact
If you have questions about this policy or want to exercise a privacy right, use the official contact methods published on the Hero Store Egypt Contact Us page. For a privacy request, we may ask for enough information to verify your identity or identify the relevant account or transaction.
