At Semmaa Fresh Grocery, we respect your privacy and are committed to handling your personal data responsibly.

This Privacy Policy explains how we may collect, use, disclose, store, protect, and retain your personal data when you visit our website, create an account, place an order, contact us, receive delivery, or use our services.

By using our website or services, you acknowledge that your personal data may be collected, used, and disclosed as described in this Privacy Policy.

1. Personal Data We May Collect

We may collect personal data that you provide to us, including:

  • Name
  • Contact number
  • Email address
  • Billing address
  • Delivery address
  • Account login details
  • Order details
  • Delivery instructions
  • Payment-related information
  • Customer service messages
  • WhatsApp messages
  • Photos or videos provided for order issues, refund requests, quality concerns, or delivery matters
  • Product requests, feedback, reviews, or survey responses
  • Any other information you provide when using our website, placing an order, or contacting us

We may also collect technical and website usage information, including:

  • IP address
  • Device information
  • Browser type
  • Pages visited
  • Date and time of website visits
  • Cart, checkout, login, and website activity information
  • Cookies or similar website usage information

2. How We Collect Personal Data

We may collect personal data when you:

  • Visit or browse our website
  • Create a customer account
  • Place an order
  • Add products to cart or proceed to checkout
  • Make payment
  • Contact us by WhatsApp message or email
  • Provide delivery instructions
  • Report an order issue
  • Request a replacement, store credit, or refund
  • Participate in promotions, surveys, feedback requests, or customer communications
  • Interact with our website, customer service, or delivery process

We may also receive personal data from service providers who support our website, payment, delivery, communication, or operational processes.

3. Purposes for Collecting, Using, and Disclosing Personal Data

We may collect, use, and disclose your personal data for purposes including:

  • Creating and managing your customer account
  • Processing, confirming, and fulfilling your orders
  • Arranging delivery of your groceries
  • Contacting you about your order, delivery, substitutions, payment, or order issues
  • Managing product availability, substitutions, replacements, store credits, refunds, and complaints
  • Verifying order details and delivery information
  • Responding to customer service enquiries
  • Handling missing, wrong, damaged, or quality-related item reports
  • Reviewing photos, videos, or other evidence provided for order issues
  • Processing payments and refunds
  • Sending order confirmations and service-related notifications
  • Managing promotions, discount codes, customer feedback, or product requests
  • Improving our website, products, services, delivery process, customer support, and customer experience
  • Maintaining records for operational, accounting, tax, audit, compliance, or business purposes
  • Detecting, preventing, or investigating fraud, misuse, security issues, unauthorised transactions, or unlawful activity
  • Complying with applicable laws, regulations, regulatory requests, court orders, or lawful requests from authorities

We will only collect, use, or disclose personal data for purposes that are reasonably necessary for our business and services, or as permitted or required by law.

4. Account Creation

You are required to create an account before placing an order on our website.

Your account information helps us process orders, manage delivery details, keep order records, support repeat purchases, and assist with customer service enquiries.

You are responsible for keeping your account login details secure. Please do not share your login details with others. If you suspect unauthorised access to your account, please contact us as soon as possible.

5. Orders, Delivery, and Customer Support

To fulfil your order, we may use your personal data to prepare, pack, deliver, and support your purchase.

This may include sharing necessary order and delivery details with our internal staff, delivery personnel, logistics partners, or service providers.

Delivery-related information may include your name, contact number, delivery address, delivery instructions, order items, and delivery proof where applicable.

If you provide photos, videos, or messages through WhatsApp for order issues, we may use them to review and resolve the matter.

6. Payment Information

Payments may be processed by third-party payment service providers.

We do not intentionally store your full credit or debit card details on our website. Payment information is handled by the relevant payment service provider according to its own security and privacy practices.

We may retain payment-related transaction information needed for order confirmation, refund handling, accounting, audit, or compliance purposes.

7. Marketing and Promotional Messages

Where permitted, we may use your contact details to send marketing updates, promotions, product announcements, launch offers, or customer communications.

You may opt out of marketing messages where applicable.

Service-related messages, such as order confirmations, delivery updates, payment matters, substitution requests, refund matters, or order support messages, are not considered general marketing messages and may still be sent where necessary to fulfil or support your order.

We will take reasonable steps to manage marketing communications in accordance with applicable requirements.

8. Cookies and Website Technologies

Our website may use cookies or similar technologies to support website functionality and improve customer experience.

Cookies may be used for purposes such as:

  • Account login
  • Shopping cart functions
  • Checkout functions
  • Website security
  • Remembering user preferences
  • Analysing website traffic and usage
  • Improving website performance and customer experience

You may adjust your browser settings to block or manage cookies. However, some website functions, including cart, checkout, account login, or payment-related functions, may not work properly if cookies are disabled.

9. Disclosure of Personal Data

We may disclose personal data where necessary for the purposes described in this Privacy Policy, including to:

  • Payment service providers
  • Delivery personnel or logistics partners
  • Website hosting providers
  • IT, cybersecurity, software, and system service providers
  • Email, communication, or customer support service providers
  • Marketing or analytics service providers, where applicable
  • Professional advisers, auditors, accountants, consultants, or insurers
  • Authorities, regulators, law enforcement agencies, courts, or other parties where required or permitted by law

We will only disclose personal data where reasonably necessary for the relevant purpose, or where permitted or required by law.

10. Third-Party Services

Our website and services may rely on third-party platforms or service providers, such as payment gateways, website plugins, hosting providers, analytics tools, communication platforms, and delivery or operational tools.

These third parties may process personal data according to their own terms, privacy policies, and security practices.

Where we use third-party service providers to process personal data on our behalf, we will take reasonable steps to ensure that personal data is handled appropriately.

11. Overseas Transfers

Some service providers, systems, platforms, or technical infrastructure used by us may store or process personal data outside Singapore.

Where personal data is transferred outside Singapore, we will take reasonable steps to ensure that such personal data receives a standard of protection comparable to that required under applicable Singapore data protection laws.

12. Protection of Personal Data

We take reasonable steps to protect personal data in our possession or control from unauthorised access, collection, use, disclosure, copying, modification, disposal, or similar risks.

These steps may include access controls, password protection, system security measures, limiting staff access where appropriate, and using service providers that support reasonable security practices.

However, no method of internet transmission, electronic storage, messaging, or website operation is completely secure. You should also take care to protect your account login details and avoid sending unnecessary sensitive information.

13. Retention of Personal Data

We retain personal data for as long as necessary to fulfil the purposes for which it was collected, or for legal, accounting, tax, audit, operational, dispute resolution, fraud prevention, or business purposes.

When personal data is no longer required, we will take reasonable steps to delete, anonymise, or securely dispose of it.

Some order, transaction, payment, refund, delivery, and customer service records may need to be retained for business, accounting, tax, legal, or dispute-handling reasons.

14. Access and Correction Requests

You may contact us to request access to, or correction of, your personal data in our possession or control.

Before responding to such requests, we may need to verify your identity to protect your data and prevent unauthorised disclosure.

We may also require sufficient information from you to locate the relevant records.

Where permitted by law, we may decline or limit a request, or charge a reasonable administrative fee for access requests where applicable.

15. Withdrawal of Consent

You may contact us if you wish to withdraw your consent for certain uses or disclosures of your personal data.

Please note that withdrawing consent may affect our ability to provide services to you. For example, if we cannot use your contact number, delivery address, or order details, we may not be able to process, fulfil, deliver, or support your order.

Withdrawal of consent will not affect personal data that we are permitted or required to retain or use for legal, accounting, operational, dispute-handling, or compliance purposes.

16. Account Closure and Deletion Requests

You may contact us if you wish to close your account or request deletion of certain personal data.

We will review such requests and take reasonable steps to delete, anonymise, or stop using personal data where we are no longer required to retain it.

Please note that some data may need to be retained for legal, accounting, tax, audit, operational, fraud prevention, or dispute resolution purposes.

17. Accuracy of Personal Data

Please ensure that the personal data you provide to us is accurate, complete, and up to date.

This is especially important for your name, contact number, email address, delivery address, and delivery instructions.

We may not be responsible for delivery failures, delays, or order issues caused by inaccurate or incomplete information provided by you.

18. Data Breach Management

If we become aware of a data incident involving personal data, we will take reasonable steps to assess, contain, and address the incident.

Where required by law, we will notify the relevant authorities and/or affected individuals.

19. Third-Party Links

Our website may contain links to third-party websites, services, or platforms.

We are not responsible for the privacy practices, content, or security of third-party websites or services. You should review their privacy policies before providing personal data to them.

20. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, website, services, legal requirements, or operational practices.

The updated version will be posted on our website. Your continued use of our website or services after the updated Privacy Policy is posted means you acknowledge the updated terms.

21. Contact Us

If you have any questions about this Privacy Policy or how your personal data is handled, please contact us at the following email: privacy@semmaafresh.com.sg