Last updated: 1 November 2026

PokéSouq is a small collector shop in the UAE. We sell Pokémon cards and collectibles at pokesouq.com, and we run FairDrop, our app for limited drops. This policy explains in plain words what we know about you, why we keep it, who else sees it, how long we keep it and how to delete it.

It covers:

• our shop at pokesouq.com, including My Account;
• our chats with you on WhatsApp, Instagram, Facebook Messenger, TikTok and email;
• comments and mentions on our social media accounts;
• FairDrop. The FairDrop Privacy Policy has the app's full detail, including how we check Emirates IDs.

The short version

• We use your details to sell you things, deliver them, help you and keep drops fair.
• We keep one customer history for you across the shop, our chats and FairDrop, so we can help you faster. Your customer history is our team's record of you. It isn't a page you sign in to.
• Our FairDrop system keeps a copy of every shop customer and order, even if you never use the app. When an order of yours is fulfilled, we check your email and phone numbers, including the ones on your delivery addresses, against blocked and duplicate accounts. A match only flags your record for our team. A person decides what happens.
• We keep our chats with you until you ask us to delete them, or for 10 years after your last order or message. Emails and WhatsApp messages in our own inbox and WhatsApp app stay there as business records.
• Verifying your Instagram, WhatsApp, Facebook or TikTok in My Account is optional. It connects your messages, comments and tags from that account to your history (TikTok stays separate), and earns store credit once: AED 5 for each account, or AED 50 in total when you verify all four.
• Links in our WhatsApp offers and FairDrop posts can be personal, so we know it was you who tapped them.
• When you order from us or message us on WhatsApp, we may send you our offers, drops and news on WhatsApp. Reply STOP any time and they stop. We don't send an email newsletter.
• Meta's and Google's ad tools on our site run only if you accept Marketing cookies. When they run, they also receive a scrambled (hashed) copy of your email, phone, name and address with your purchases, to measure our ads, and Meta and Google use what they see for their own ads too. One exception: Meta and Google may still receive shop events from Shopify's servers even if you decline (see “Cookies, ads and tracking”).
• We don't sell your data for money, and we don't give advertisers lists of our customers. Our Meta and Google connections do send shop events, as “Cookies, ads and tracking” explains.
• Most of our providers store data outside the UAE, mainly in the EU, the US and Asia.
• We keep your orders, including the names and addresses on them, as our business and tax records, and we don't delete them.
• You can see, correct or delete your other data at any time. After a deletion we keep your orders, your store credit (unless you ask us to cancel it), your opt-outs, and one-way codes that can't be turned back into your details, so rewards can't be claimed twice. See “How to delete your data” below.

On this page: Who we are · What we collect, and why · Your one PokéSouq customer history · How we use your data, and our reasons · Messages and offers · Cookies, ads and tracking · Shopify · Who we share data with · Where your data is stored · How long we keep it · How we protect it · Your rights · How to delete your data · Children · AI · Our Google email · Changes · Contact

Who we are

• POKESOUQ LLC (PokéSouq), a limited liability company licensed by Sharjah Media City Free Zone (SHAMS), licence no. 2219087.01.
• Address: Sharjah Media City, Sharjah, UAE.
• Email: hello@pokesouq.com
• WhatsApp: +971 50 295 0782
• Our owner looks after privacy at PokéSouq. Write to hello@pokesouq.com and it reaches them.

We decide how your data is used, so we are responsible for it. You may also see the name TCGSouq: it's our developer name on Google Play.

What we collect, and why

When you shop on pokesouq.com

• Your account. Your name, email, phone number, and delivery and billing addresses. You sign in on account.pokesouq.com with a one-time code that Shopify emails you.
• Your orders. What you buy, prices, discounts, store credit used, delivery and tracking. If you tick a pre-order agreement, we save that you agreed, and when, on your order.
• Payment. You pay through Shopify Payments, Stripe, Tabby or Tamara, or with store credit. We never see your full card number. When you choose to pay later with Tabby or Tamara, they get your order and contact details and may check whether you can use their service. Their own privacy policies apply.
• Unfinished checkouts. If you start a checkout and don't finish, Shopify keeps the email or phone you typed and your cart. We may send you one reminder about it, by email or on WhatsApp.
• Order emails. Shopify emails your order confirmation, plus shipping, out-for-delivery and delivered updates. Links in the order confirmation carry campaign tags, so we can see which emails bring people back. The confirmation also invites you to verify your social accounts in My Account.
• Delivery. Our courier, swftbox, gets your name, phone, address and order number. swftbox also sends you its own WhatsApp delivery updates.
• Store credit. We keep your store credit balance, and how you earned and used it. Redeemly runs our store-credit wallet: 5% of what you spend comes back to you as store credit.
• Reviews. When you choose to leave a review, Judge.me (our reviews service) keeps your name, email, rating, words and any photos, and shows the review on our site with the name on your review. After an order, Judge.me may email you to ask you to review the products you bought.
• Back-in-stock alerts. When you choose “Notify me” on a sold-out product, we keep your email, the product, your OK, and a coded copy of your IP address to stop abuse. We email you when it's back. That's the only email this sign-up gets. Alerts lapse after 6 months. If your email matches a FairDrop account, the alert also shows in the app. We keep the sign-up record after we've emailed you, as a record of what you asked for. If you unsubscribe, we keep your email on a do-not-email list so we don't email you again. If our alert service is down, your sign-up reaches us as a contact-form email instead.
• Contact form. Messages from our contact form arrive in our email inbox (see “When you message us”).
• My Account. When you use My Account, for example to verify an account or check an order, we record what you did there.
• Your FairDrop record. Our FairDrop system keeps a copy of every shop customer and order, updated every 15 minutes, even if you never use the app. It holds your name, email, phone numbers, the addresses on your account, your shop tags, your number of orders and total spend, and each order's shipping name, phone, address and items. This is how your shop orders count in FairDrop and in our fair-play checks. When one of your orders is fulfilled, we also give you a FairDrop number and add it to your shop account as a tag. At that point we check your email and every phone number on your account, including the ones on your delivery addresses, against our fair-play list (blocked contacts and other accounts). A match flags your record for our team to review. The flag alone doesn't block you: a person decides. Sending an order to someone else's phone number can link your record to theirs for review. If that happens, tell us and we'll sort it out. If our team blocks an account for fair play, we also add a tag to the shop account. See “Automatic checks and decisions” below.

Why: to take and deliver your orders, run your account, help you, keep our sales records, stop fraud and keep FairDrop drops fair.

When you browse pokesouq.com

Cookies and similar tools record which pages and products you view, what you search for, your cart and checkout steps, your device and browser, and your IP address. Some are required. The rest run only with your OK in the cookie banner. “Cookies, ads and tracking” below has the full list.

Our own site tracker links your browsing to your name only if you accepted Marketing cookies and you've told us who you are, by signing in, checking out or opening a link we sent you. Otherwise it stays under an anonymous browser ID. We use linked visits to help you when you contact us, for our own reports and, if you get our WhatsApp offers, to choose offers and reminders for you there.

For each order, Shopify also records where the visit came from, for example a link in our Instagram bio or in a WhatsApp message, with its campaign tags. We keep that with the order.

When you message us

We keep our conversations with you so we can help you, now and next time. They live in WhatsApp, Instagram, Messenger, TikTok and our mailbox, and we also save them in our own customer system.

• WhatsApp: your number, your WhatsApp profile name, your messages and anything you send (photos, videos, documents, voice notes), and whether you get our offers or asked us to stop. Our WhatsApp service provider today is Wati.
• Instagram and Facebook Messenger, including messages sent through the buttons on our Facebook Page: your messages, photos and videos, replies, reactions and story replies, plus your profile name and picture. On Instagram we also see your username. Instagram also shows us your follower count and whether you follow us. We don't save or use them. We don't copy stories that mention us. We keep only Instagram's link, which stops working when the story expires. We may answer you up to 7 days after your last message.
• TikTok: your messages and anything you send us (photos, videos), your TikTok username, and the ID TikTok gives us for the chat. We don't copy your TikTok display name or picture into our records. See “Your one PokéSouq customer history” for how we keep TikTok separate.
• Email to hello@pokesouq.com: your emails, attachments and our replies, including older emails.

We also copy in our past conversations, so we have the full history: WhatsApp chats exported from Wati (text only), and our Facebook Page and Instagram messages (text, photos and videos), including chats with people who never ordered. We keep past Facebook and Instagram conversations for customer service.

These apps also send details along with your messages, such as read receipts, message times and, if you message us from one of our Facebook or Instagram ads, which ad it was. We use these only to run the conversation and to count, in totals, how well each ad works. We never turn them into a profile of you.

A person writes every answer to your questions. Some messages are automatic: sign-in codes, order and drop updates, the confirmation when you verify an account, a welcome message when you first write to us, and quick answers to common questions that we wrote ourselves. Our inbox may suggest an answer we wrote ourselves, but a person chooses to send it. You can always reach a person by writing to us.

No shop account? You stay a contact in our customer system. We don't create a shop account for you. When you buy, create an account or verify your account, we join your chats to your customer history once you've shown the number or account is yours (see “Your one PokéSouq customer history”).

When you comment on or mention us on social media

We see these in the apps, and our customer system also saves them:

• comments on our Facebook, Instagram and TikTok posts and ads;
• @mentions and tags of @pokesouq, and Instagram stories that mention us;
• TikTok posts using #pokesouq, #fairdrop or #tcgsouq (TikTok doesn't tell us who posted them);
• posts and reactions on our Facebook Page.

We use these to reply, to moderate our pages and to count, in totals, how often people talk about us. We don't track Instagram hashtags. If you haven't verified that account with us, we keep these for 12 months and don't connect them to you. TikTok comments, mentions and hashtag posts are never added to anyone's customer history.

When you choose to verify your social accounts

In My Account you can verify your Instagram, WhatsApp, Facebook and TikTok accounts. It's optional.

• Instagram and WhatsApp: you send us a short code from your account. We keep your account ID, and your username or number.
• Facebook: you tap Connect and approve on Facebook. We get your Facebook ID, name and profile picture. Where Facebook lets us match it, we use the ID to recognise your Messenger chats and comments on our Page. If it can't be matched, Connect only confirms the account is yours, and you link Messenger with a code, as for Instagram.
• TikTok: you tap Connect and approve on TikTok. We keep only your TikTok ID and the record of your link. Where TikTok lets us match it, we use it only so our team knows which TikTok chats with us are yours when we reply. If it can't be matched, the link only confirms the account is yours. We don't add your TikTok name, picture or activity to your customer history.
• For each link we keep the date, how you verified it, and the wording you agreed to.

Verifying lets us connect your messages, comments and mentions from Instagram, WhatsApp and Facebook to your customer history. It doesn't sign you in to the shop, and we never post for you. We give a one-time store credit: AED 5 for each account you verify, or AED 50 in total when you verify all four. Each credit lasts 90 days. To stop the reward being claimed twice, we keep a record of each account that earned it. Unlinking doesn't take the credit back.

If you unlink an account, we stop connecting new activity from it. What we already have stays in your history, with a dated note of the link, unless you ask us to delete it.

When you use FairDrop

FairDrop collects what it needs to run fair drops:

• your shop account details;
• your Emirates ID photo and details, checked and seen only by our team;
• your device and connection, for fair-play checks (including a VPN check by IPQualityScore), and sign-in and security records;
• your drops, queues and orders;
• community activity such as comments, reactions, polls and Drop Dash scores.

The FairDrop Privacy Policy explains all of it.

Sharing with your PokéSouq customer history. FairDrop shares your app activity with PokéSouq's customer system, so we see one history for you:

• your FairDrop number and contact details (current and past), how your account started (from a shop order or in the app), and any duplicate accounts linked or merged with it;
• sign-ins, the drops you join, queue steps (including why you left a queue), the items you preselect, draft orders and orders;
• any block on the account;
• reminders, back-in-stock alerts, deals you look at and posts you open;
• reactions, poll and quiz answers, and which posts you commented on (never the words);
• the interests you pick or remove;
• your notification choices, whether the app can send you notifications, and your answers to FairDrop's marketing questions with the wording you saw;
• which FairDrop notifications we sent you;
• app steps such as closing a banner or finishing the app tour.

When this starts, we also copy your past FairDrop activity once. It goes to PokéSouq's own systems only: we don't add it to your Shopify store account.

It never shares your Emirates ID, sign-in or deletion codes, IP address, device details, payment links, the words of your comments, or reports and moderation records.

We use FairDrop activity to help with your orders, for our own reports and to make your PokéSouq experience better, for example by knowing the kinds of products you join drops for, such as Japanese sets. We use it to choose offers for you only if you said Yes to offers and news in the app (Profile → Notifications).

FairDrop drops are for UAE residents. Our team checks every Emirates ID by hand, including the date of birth, and may decline an ID. When translation of Arabic comments is switched on, FairDrop sends only the comment's words to Anthropic, an AI company, so our team can moderate them.

Automatic checks and decisions

Some FairDrop checks run automatically:

• a VPN check, or a check for an emulator or rooted phone, can stop a drop registration;
• a new FairDrop record whose contact details match another account is flagged for our team;
• comments are filtered automatically, and some are blocked or held for our team to review, including Arabic comments after translation.

A person makes every account block and every ID decision.

Your one PokéSouq customer history

To help you faster, we bring what we know about you into one customer history.

Joined automatically:

• your shop account and orders;
• your FairDrop account;
• your reviews and store credit;
• emails from the address you sign in with, when they pass our sender checks;
• WhatsApp chats from a number you've shown is yours, by verifying it in FairDrop with a WhatsApp code or by sending us the code in My Account.

Joined only when you verify them in My Account:

• Instagram and Facebook Messenger.

We never join accounts by guessing, for example because names or pictures look alike, or because someone typed a phone number at checkout. Our team may see a possible match, but nothing is joined unless you link it or prove it's you.

We keep TikTok separate. We use TikTok messages, comments and mentions to reply, to moderate our posts and for overall totals. We never add TikTok activity to your customer history or use it to choose offers.

How we use your data, and our reasons

UAE law asks for a reason for each use. Ours:

• To take, deliver and support your orders, and run your account. We need it to do what you asked when you ordered.
• To keep one customer history and help you when you contact us. We need it to give you the service you ask for. Instagram and Messenger join it only when you verify them.
• To keep drops fair and stop fraud. Part of the FairDrop rules you accept, and needed to protect you and us.
• Our own reports, such as which products sell, how fast we reply and which posts and messages work. We look at totals. Reports from orders and our chats are part of running the service you use. Website analytics run only with your OK on Analytics cookies. We match our WhatsApp offer deliveries to orders by phone number, to count in totals which messages work.
• Replying to and moderating public comments and mentions. Because you posted them publicly, on our pages or about us.
• Offers on WhatsApp. Once you've ordered from us or messaged us on WhatsApp, until you reply STOP. To pick offers you'll like, we may use your orders, including the kinds of products you buy (such as Japanese sets); the products you've asked us about on WhatsApp; what you looked at on our site, if you accepted Marketing cookies; and, if you said Yes in FairDrop, your FairDrop interests and activity. We don't use complaints or personal details from chats for offers. Prefer we used only your orders? Tell us. All of this stays inside our own systems.
• Ads on other sites. Only with your OK on Marketing cookies.
• Sales and tax records. Because the law requires it.

Messages and offers: what we send, and how to stop

• WhatsApp offers. When you order from us or message us on WhatsApp, we may send you news, drops and deals on WhatsApp, as messages or swipeable product cards. To stop, reply STOP, and we remove you from our offers straight away. You can also block or report us in WhatsApp. Stopping offers doesn't stop order updates or replies to your questions. Offers come only on WhatsApp, never inside Instagram, Messenger or TikTok chats.
• No WhatsApp messages at all? Tell us anywhere (WhatsApp, email, Instagram or in person). We stop our WhatsApp messages to you and remove your number from our WhatsApp contact list. Two things work separately. swftbox sends its own delivery messages. FairDrop sends its sign-in codes to your email and WhatsApp at the same time, plus drop alerts on WhatsApp unless you switch off drop notifications in Profile → Notifications. If you use FairDrop, keep app notifications on so you don't miss your turn.
• One number, two kinds of message. FairDrop sends sign-in codes and drop alerts from the same WhatsApp number as our offers. Turn and payment messages on WhatsApp will come later, and only if you switch them on. None of these are offers.
• FairDrop notifications. Offers & news notifications come only if you said Yes. Turn them off in Profile → Notifications.
• Email. No newsletter. We send order and delivery emails, sign-in codes, the reminder about an unfinished checkout, review requests from Judge.me and the back-in-stock emails you asked for. Reminder, review and back-in-stock emails have an unsubscribe link.
• Messenger, Instagram and TikTok. We reply to you there. Tell us to stop, wherever you tell us, and we stop messaging you on that app straight away.
• Links in our messages are personal. Links in our WhatsApp offers and FairDrop posts can carry a code that tells us it was you who tapped, and when. We don't keep your IP address or device details from the tap. We use this to see which offers interest you and how well each message does. It works even if you said no to cookies, because it happens on our own link, on pokesouq.com, not in your browser. The code never contains your phone number or email. We connect it to what you then browse on our site only if you accepted Marketing cookies. In FairDrop we add these codes only if you said Yes to offers and news. Rather have plain links? Tell us and we'll stop.
• Each channel has its own choice. Saying yes to cookies doesn't sign you up to WhatsApp offers, and a Yes in FairDrop doesn't either.
• Being saved in our shop phone's contacts doesn't add you to our customer list or our offers.

Cookies, ads and tracking on our website

From 30 October 2026, our cookie banner shows to visitors in every country, including at checkout. You can say yes or no to three kinds of cookies: Personalization, Analytics and Marketing. Required cookies are always on.

What runs on our site:

• Shopify (our shop platform): required cookies for your cart, checkout, sign-in and security. Its analytics and marketing cookies run only with your OK.
• Meta (Facebook and Instagram) pixel: only with your OK on Analytics and Marketing. It tells Meta what you viewed and bought, so Meta can measure our ads and show you PokéSouq ads. Our Meta connection is also set to send shop events from Shopify's servers. These can include your email, phone, name and address in coded (hashed) form, so Meta can match them to a Meta account. This server-side sharing may continue even if you decline Marketing cookies.
• Google (Analytics, Ads and Merchant Center, through Shopify's Google & YouTube app): measures visits and our ads. It runs only with your OK on Analytics and Marketing. Our Google connection is also set to send shop events from Shopify's servers, which can include your email, phone, name and address in coded (hashed) form. This server-side sharing may continue even if you decline Marketing cookies.
• Judge.me: shows reviews (always on) and counts how reviews are used (only with your OK on Analytics).
• Always on (these don't wait for your cookie choice):
  • Negate, which blocks bots and fake traffic. It sees your IP address and browser details.
  • Redeemly, our store-credit app, which saves the campaign tag of the link you arrived on into your cart. It sends nothing to anyone else.
  • Wati, our WhatsApp provider. Its chat-button code loads on our pages even though the button is switched off, so Wati's server sees your IP address and browser details.
  • Small cookies from our shop theme that remember recently viewed products and whether you closed a pop-up. Only our site uses them.

PokéSouq's own site tracker. It runs only with your OK on Analytics, and keeps an anonymous browser ID. It joins your visits to your name only with your OK on Marketing, and only once you've told us who you are.

We don't sell your data for money. But Meta and Google use what their tools collect in their own advertising systems, and some laws call that “sharing” or “selling” data. Say no to Marketing cookies to limit it.

Change your mind any time: tap Cookie preferences at the bottom of any page, or clear cookies in your browser.

Shopify

In plain words: Shopify runs our shop and processes your data to do that. It also uses data from your visits and orders, together with data from other shops and from Shopify itself, for its own services that help shops like ours (Shopify calls this Shopify Network Intelligence). For that use, Shopify is responsible for your data. Shopify's own wording:

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve the Services for you. Information you submit to the Services will be transmitted to and shared with Shopify as well as third parties that may be located in countries other than where you reside, in order to provide and improve the Services for you. In addition, to help protect, grow, and improve our business, we use certain Shopify enhanced features that incorporate data and information obtained from your interactions with our Store, along with other merchants and with Shopify. To provide these enhanced features, Shopify may make use of personal information collected about your interactions with our store, along with other merchants, and with Shopify. In these circumstances, Shopify is responsible for the processing of your personal information, including for responding to your requests to exercise your rights over use of your personal information for these purposes. To learn more about how Shopify uses your personal information and any rights you may have, you can visit the Shopify Consumer Privacy Policy. Depending on where you live, you may exercise certain rights with respect to your personal information here: Shopify Privacy Portal.

(This is the wording Shopify's own automated policy generated for our shop with Shopify Network Intelligence switched on, as it is today.)

• Shopify Consumer Privacy Policy: https://www.shopify.com/legal/privacy/app-users
• Shopify Privacy Portal, to ask Shopify directly or use your rights with Shopify: https://privacy.shopify.com/en

When you choose to pay with Shop Pay or use the Shop app, Shopify handles that under its own policy.

Who we share data with

We share data only with companies that help us run PokéSouq, and only what each one needs. Most work only on our instructions. Some also use data under their own privacy policies, and we say which.

• Shopify: our shop, accounts, orders, checkout and order emails. It also uses data for its own services (see “Shopify”).
• Shopify Payments, Stripe, Tabby and Tamara: take your payment. Tabby and Tamara also check whether you can pay later, under their own policies.
• swftbox: delivers your order. Gets your name, phone, address and order number.
• Supabase and Railway: host our customer system and our WhatsApp and social tool. Supabase also hosts FairDrop's database.
• Vercel: hosts the FairDrop server and our back-in-stock sign-ups.
• Meta (WhatsApp, Messenger, Instagram, Facebook): carries our messages with you. WhatsApp receives your number and our chats with you and, if you're saved in our business phone's contacts, your number through our WhatsApp Business app. Meta's pixel measures our ads, with your OK, and our Meta connection sends shop events (see “Cookies, ads and tracking”). On its own apps, Meta's privacy policy applies.
• Wati: our WhatsApp service provider. Sends and receives our WhatsApp messages, and keeps our WhatsApp contacts and opt-ins.
• TikTok: carries our TikTok messages and comments. On TikTok, TikTok's privacy policy applies.
• Google: our email and files (Google Workspace and Google Drive), which work only for us. Google Analytics, Google Ads and Merchant Center measure visits and ads, and our Google connection sends shop events (see “Cookies, ads and tracking”). Google uses that data in its own ad systems.
• Judge.me: reviews.
• Redeemly: store-credit rewards.
• Negate: bot protection.
• Resend: sends FairDrop's emails (sign-in codes, back-in-stock alerts and deletion codes) and our customer system's emails (confirmation codes and replies about your data).
• Expo, Apple and Google (Firebase Cloud Messaging): FairDrop notifications and app updates.
• IPQualityScore: FairDrop's VPN check. Gets your IP address when you register for a drop.
• Anthropic: its AI assistant Claude helps our team run the shop and build our tools, and can read shop data such as orders when we use it. It also translates Arabic FairDrop comments when that's switched on. Anthropic isn't allowed to use this data to train its AI.

If we add a provider that gets your personal data, for example an email-sending service or an AI service, we'll add it here first.

Also:

• WhatsApp data stays with us. We never pass anything from WhatsApp to another company, not even in totals, except Wati and the providers that host our own systems (Supabase and Railway).
• We don't upload customer lists to Meta, TikTok or Google. Our Meta and Google connections do send shop events, as described under “Cookies, ads and tracking”. FairDrop never sends your app activity to advertisers.
• We share data when the law requires it, to answer a lawful request from the authorities, or to protect against fraud.
• If PokéSouq is sold or changes its name, your data moves with the business and this policy still applies.

Where your data is stored

We're in the UAE, but our own systems, FairDrop and most of our providers are hosted outside the UAE, in the European Union, the United States and Asia.

Why we send data abroad: we need these services to run our shop, FairDrop, our chats and your customer history. Our hosting providers work under data processing agreements that let them use the data only for us.

How long we keep it

• Your shop account and customer history: while you're a customer. If we've had no orders and no contact from you for 10 years, we delete your customer history, keeping only what the deletion section below lists.
• Orders, including the name, phone, email, delivery and billing addresses on them: kept as our business and tax records. UAE tax rules require at least 7 years, and we don't delete them, even if you ask us to delete your other data.
• Store credit: on your shop account until you use it or it expires, even if you ask us to delete your other data. Ask us and we'll cancel it.
• Unfinished checkouts: Shopify deletes them after 3 months. Our copy: 12 months.
• Chats and emails with us, including with people who have no shop account: until you ask us to delete them, or after 10 years with no orders and no contact.
• Link records after you unlink: kept with your history until you ask us to delete them.
• Profile names and pictures from the apps: we keep only the latest, refreshed when you message us.
• Raw technical copies of messages and events (exactly as the platforms send them, kept to fix problems): 12 months.
• Comments and mentions from people who haven't verified an account: 12 months.
• Website browsing: anonymous browsing 12 months; browsing linked to your account is kept with your history.
• Taps on links in our messages: kept with your history.
• Back-in-stock sign-ups: alerts lapse after 6 months. The sign-up record: until you ask us to delete it. If you unsubscribe, your email stays on our do-not-email list.
• Your choices (opt-ins and opt-outs, with the email or number they apply to) and deletion requests: kept permanently as proof that we respected your choices.
• The linking-reward record and fraud-check codes: one-way codes (see below), kept for as long as we run rewards and fraud checks.
• FairDrop: as the FairDrop Privacy Policy says. Activity waiting on FairDrop's side to reach our customer system is kept at most 90 days, and deleted 30 days after our system reads it.
• Overall totals with nothing that identifies you: kept.

How we protect it

• Data travels over encrypted connections.
• Only the PokéSouq team can open customer records.
• Our database provider encrypts stored data.
• We never see or store full card numbers.

No system is perfectly safe. If a breach puts your data at risk, we'll tell you and the authorities as the law requires.

Your rights

You can ask us to:

• show you the data we hold about you, and give you a copy in a common machine-readable format;
• correct it (you can also change your details in My Account);
• delete it;
• stop or limit a use you object to, including using your data for offers;
• withdraw a yes you gave, at any time.

How: use My Account, email hello@pokesouq.com or WhatsApp +971 50 295 0782. We may need to check it's you. It's free, and we reply within 30 days. If you're unhappy with our answer, you can complain to the UAE Data Office.

How to delete your data

Anyone can ask, whether or not you've bought from us.

Delete everything

• My Account: sign in at pokesouq.com, open My Account and tap Delete my data.
• Email: write to hello@pokesouq.com from the email on your account, with the subject “Delete my data”.
• WhatsApp: message +971 50 295 0782 from your number and say “Delete my data”.
• No shop account? Message us on the app you used, or email us, and tell us which account is yours.

We act on your request within 7 days and email you when it's done. This deletes your FairDrop account, your links and history in our customer system, and the saved details in your shop account, such as saved addresses, notes and marketing choices. Your orders stay as our business and tax records, so your shop account stays attached to them.

We keep only:

• your orders, including the name, phone, email, delivery and billing addresses on them, as our business and tax records;
• your store credit and its history on your shop account, so you can still use it if you come back. Ask us and we'll cancel it;
• an anonymous history with no name or contact details, so our totals still add up;
• your opt-outs, with the email or number they apply to, and a record of your request, so we never contact you by mistake;
• one-way codes made from your phone numbers, emails, delivery addresses and social account names and IDs. A one-way code can't be turned back into your details, but it lets us recognise the same details if they're used again. We keep them for as long as we run rewards and fraud checks, so old imports can't bring your details back and rewards and offers can't be claimed twice;
• FairDrop's anonymous archive and a one-way fingerprint of your Emirates ID number, which is deleted after 3 years (see the FairDrop Privacy Policy);
• the copy of your orders, and of the shop account details still attached to them, that our FairDrop system keeps for its fair-play checks.

We also ask Judge.me to delete your data, and we delete your contact and chats in Wati, our WhatsApp provider.

Business records we keep: the emails you sent to our inbox and the WhatsApp messages in our own WhatsApp app stay there as business records. Our customer system no longer connects them to you.

Only FairDrop: in the app, go to Profile → Delete account, or use pokesouq-backend.vercel.app/account/delete. Our customer system then keeps only an anonymous history of your FairDrop activity. Your shop account stays, and so does the copy of shop customers and orders that our FairDrop system keeps for every shop customer.

Only a chat, a comment or a linked account: ask us and we'll delete it. If you delete an Instagram message you sent us, we delete our copy too. To unlink an account, or unlink it and delete what came from it, use My Account.

Facebook or TikTok connection: if you remove PokéSouq in your Facebook settings (Apps and websites) or in your TikTok settings, we delete what we got through that connection and the link to your account.

Copies outside our control: your messages stay in your own WhatsApp, Instagram, Messenger or TikTok app, and with those companies under their own policies. You can delete them there. Our courier, our payment providers, and Meta and Google (for website events) also keep their own records under their own policies.

Children

You can shop with us at any age. If you're under 18, please ask a parent or guardian before you share your details with us or pay for an order. Our team checks every Emirates ID before someone joins FairDrop drops, and may decline an ID. If you think a child has given us personal data without a parent's OK, tell us and we'll delete it.

AI

Today no AI sorts or answers your messages, and we don't use your data to train AI. The answers our inbox suggests are ones we wrote ourselves, not AI. Before we use AI to help draft replies, we'll update this policy and name the provider. We'll never let an AI provider train on your chats, and we'll never use WhatsApp chats to train AI.

We use Claude, Anthropic's AI assistant, to help our team run the shop. When we ask it to, it can read shop data such as orders. It never messages you or decides anything about you. FairDrop also uses Anthropic to translate Arabic comments, when that's switched on. Anthropic isn't allowed to use any of this to train its AI.

Our Google email

Our hello@pokesouq.com mailbox runs on Google Workspace, and our customer system reads it through Google's tools. We don't use your emails for advertising.

Our use of information received from Google Workspace APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

Changes to this policy

When we change this policy, we update the date at the top. If a change matters, we'll tell you on the site and in FairDrop before it applies, and ask for your OK again where we need it.

Contact

Questions or requests: hello@pokesouq.com · WhatsApp +971 50 295 0782

POKESOUQ LLC, Sharjah Media City, Sharjah, United Arab Emirates · SHAMS licence 2219087.01