We are MEALOS DELIVERY SERVICES L.L.C, organized and existing under the laws of Dubai, United Arab Emirates ("UAE") with Commercial License No.1581935, having its registered address at Office No.3001-433, Malik Arenco Marlin Investment L.L.C, Al Muraqqabat, Deira and our affiliates ("Mealos", "us", "we", "our") respect the privacy of all our users and are committed to protecting personal data collected through info@mealos.ae, its affiliate websites and associated mobile applications.
"Platform" means the Mealos mobile application (available on iOS and Android), the Mealos website, and any related services or features provided by us.
This privacy policy ("Privacy Policy") sets out the basis on which we collect and use any of your personal data, either collected directly from you or other from sources in connection with your access. We value your privacy and are committed to protecting your personal data. This Privacy Policy explains how we collect, use, and safeguard your information when you use our app and services.
References to "user", "you" or "your" (or similar) are references to you as an individual or legal entity as the case may be.
1. WE DO NOT COLLECT CHILDREN'S DATA
Our Platforms are not intended for children under the age of majority in the UAE. We do not knowingly collect their personal data. If you are a parent/guardian and believe your child has provided us data, contact us immediately as described in clause 11 of this privacy policy.
2. WHAT PERSONAL DATA WE COLLECT AND HOW
- Identity & contact data: Full name, mobile number, email, delivery address, Emirates ID (optional) - collected when you register, place an order or contact support
- Location data: Real-time GPS location, delivery address - collected from your phone when you place an order or allow location access
- Payment data: Transaction ID - processed via Stripe (card payments and Wallet top-ups) or Tabby (Buy Now Pay Later), both Central Bank of UAE-licensed payment providers. Card details are tokenized immediately by Stripe; we only receive secure tokens for processing. For Tabby orders, Tabby handles your installment details directly.
- Order & preference data: Order history, favourite items, special instructions, ratings - collected automatically when you use the app
- Device & technical data: IP address, device ID, operating system, browser type, crash logs - collected automatically via cookies and analytics tools
- Subscription & Billing Data: Subscription plan type, plan status, billing cycle, renewal dates, payment method token for recurring billing - collected when you purchase a Mealos subscription
- Referral Data: Referral code, email/phone of the person you refer - collected when you use the referral programme
- Communication data: Chat messages, call recordings (if you call support), emails - collected when you contact us
- Marketing preferences: Whether you accept push notifications, SMS, WhatsApp marketing - collected when you change settings in the app
Clarification on Referral Programme: Referral rewards are processed only after the referred user successfully completes a qualifying non-trial paid subscription. Until such completion, referral rewards remain pending and are not credited to the Wallet.
3. WHY WE PROCESS YOUR DATA (PURPOSES AND LEGAL BASES)
| Purpose | Legal Basis |
|---|---|
| Create and manage your account | Performance of contract with you |
| Process and fulfil your food orders | Performance of contract with you |
| Arrange delivery (share address & phone with rider) | Performance of contract with you |
| Share order quantities and dietary/allergy needs with a Partner Kitchen so it can prepare your order | Performance of contract with you |
| Process payments and prevent fraud | Legal obligation + legitimate interest |
| Send order status updates & push notifications | Performance of contract + consent (for marketing) |
| Improve the app (analytics, crash reporting) | Legitimate interest |
| Send promotional offers, discounts, new menu | Consent (you can opt out anytime) |
| Comply with tax, consumer protection & police requests | Legal obligation |
| Defend legal claims | Legitimate interest |
4. WHO WE SHARE YOUR DATA WITH
We only share data when strictly necessary:
- Mealos kitchen staff
- Partner Kitchens (for meal plans they produce): order quantities, meal-slot breakdown, and dietary/allergy requirements needed for production planning only. Partner Kitchens do not receive your name, phone number, or delivery address — that information stays with Mealos and its delivery riders.
- Delivery riders (name, phone, exact address, floor/apartment, special instructions)
- Licensed payment gateway providers regulated by the UAE Central Bank
- Cloud hosting providers: Amazon Web Services
- Hosting/server location: UAE
- Analytics providers: Google Firebase Analytics
- Government authorities (Federal Tax Authority, Dubai Police, Dubai Municipality, UAE Data Protection Office) when required by law
- Professional advisors (lawyers, auditors) under confidentiality obligations
We do not sell or otherwise transfer your personal data to any third party for commercial purposes.
5. CARDS & PAYMENT SECURITY
Card payments and Wallet top-ups are processed by Stripe, a Central Bank of UAE-licensed and PCI-DSS certified payment gateway. Mealos receives only a Secure Token, not your full card details. Buy Now Pay Later orders are processed by Tabby, a Central Bank of UAE-licensed payment provider; Tabby handles your installment payment details directly, and Mealos receives only the information needed to confirm and fulfil your order.
6. MEALOS WALLET (PRE-PAID BALANCE)
Money in your Wallet is held in a fully segregated client account at Abu Dhabi Islamic Bank and is protected under Central Bank of UAE Stored Value Facilities regulations. You remain the owner of the funds until spent.
7. HOW LONG WE KEEP YOUR DATA
| Data Type | Retention Period |
|---|---|
| Account & order data | 5 years from last order |
| Payment records | 5 years |
| Chat & support tickets | 1 year |
| Marketing preferences | Until you withdraw consent |
Upon expiry of the retention period, your personal data shall be permanently deleted or anonymised.
8. YOUR RIGHTS UNDER UAE LAW
You have the following rights (free of charge):
- Right to be informed (this Privacy Policy)
- Right of access - receive a copy of your data
- Right to rectification - correct inaccurate data
- Right to erasure ("right to be forgotten") - delete your account and data (subject to legal retention periods)
- Right to restrict processing
- Right to object to processing based on legitimate interest
- Right to withdraw consent at any time
- Right to lodge a complaint with the UAE Data Protection Office (www.uaedpo.ae)
To exercise any right, email info@mealos.ae or use the "Delete My Account" feature in the app. We will respond within 15 calendar days (extendable to 30 days for complex requests).
9. COOKIES AND TRACKING TECHNOLOGIES
We use essential cookies (for login & order processing) and optional analytics/marketing cookies. You can manage preferences in the Platform settings.
10. CHANGES TO THIS PRIVACY POLICY
We may update this Privacy Policy from time to time to reflect changes in our business or legal requirements. The updated version will be posted on our Platforms with a new "last updated" date, and changes will take effect immediately upon posting (or on any later effective date we specify).
We may send Push notification inside the Mealos app, Email or SMS about updates, but it is your responsibility to review the Privacy Policy periodically. Your continued use of the Platforms after any changes constitutes your acceptance of the updated Privacy Policy.
11. CONTACT & COMPLAINTS
If you have any concerns about your Personal Data on the Platforms, please contact us:
- Email: info@mealos.ae
- Phone: +971 58 128 7855
UAE PDPL Notice: Your data is processed in accordance with UAE Federal Decree-Law No. 45 of 2021 (Personal Data Protection Law). You have the right to access, correct, delete, or port your data. Contact us to exercise these rights.