We only collect information that we need in order to provide our services, run our business and improve your experience. Depending on how you interact with Dhel, we may collect the following categories of data:

• Contact details: name, business name, email address, phone number and location (for example, city or delivery address).
• Booking and service information: details about your coffee machines and other equipment, the type of service requested, description of the issue, preferred appointment date and time, and any notes you provide.
• Uploaded media: photos and short videos of your machines, installation area or issues, when you choose to upload them through our booking form or send them by email or messaging apps.
• Order and account information: products you add to your cart, orders you place in our shop, delivery addresses, billing details and basic order history.
• Payment-related information: we may receive limited information from payment gateways and banks (such as payment status and transaction reference). Full card or wallet details are processed and stored by secure third-party providers such as STC Pay, Mada, Apple Pay, Google Pay and banks, not by Dhel.
• Technical and usage data: IP address, device type, browser type and version, language preference, pages visited, time and date of visits and other usage statistics collected through our servers, security tools and analytics solutions.
• Cookies and similar technologies: small files placed on your device to remember your preferences, keep your session active and help us understand how our website is used.

Please do not share or upload sensitive personal data (such as information about health, religion, political opinions or national ID copies) through our forms or messaging channels. If we discover that such information has been provided, we will delete it where reasonably possible.

We use the personal data we collect only for clear and legitimate purposes. These include:

• Providing our services: processing your booking requests, diagnosing machine issues, planning visits, completing repairs, maintenance and installations and following up on your service.
• Managing orders and deliveries: preparing and shipping products from our online shop, handling returns and exchanges and providing after-sales support.
• Communication: responding to your messages and questions, sending service confirmations and reminders and contacting you if we need more information about your request or order.
• Payments and billing: working with payment gateways and banks to process payments, confirm transactions and prevent fraud.
• Customer support and quality: reviewing past interactions to better understand your machines and preferences, solve issues faster and improve the quality of our services.
• Website operation and improvement: monitoring website performance, understanding how visitors use our pages and improving content, navigation and security.
• Legal and security purposes: keeping records required by law, enforcing our Terms & Conditions, protecting our rights and protecting our systems and customers against misuse, fraud or attacks.

We do not use your personal data for purposes that are incompatible with these uses, unless we explain them to you and, where required, obtain your consent.

When we process your personal data, we rely on one or more of the following legal bases, depending on the situation:

• Your consent: you may give us clear permission to process your data for specific purposes, for example when you tick a box to accept cookies that are not strictly necessary or when you subscribe to certain updates. You can withdraw your consent at any time by contacting us.
• Performance of a contract: we need to process your data so that we can perform a contract with you or take steps at your request before entering into a contract. This includes processing bookings, providing maintenance and repair services, preparing quotations and processing your orders in our shop.
• Legitimate interests: we may process data where it is reasonably necessary for our legitimate business interests, provided that these interests are not overridden by your rights and interests. This can include improving our services, protecting our systems, preventing fraud and communicating with existing customers about similar services, where allowed.
• Legal obligations: in some cases we are required by law to keep certain records or share information with authorities (for example, for tax, accounting or fraud prevention purposes).

If we rely on legitimate interests or consent and you have questions about this, you can contact us using the details in the “Contact for Privacy Questions” section.

We do not sell your personal data. We only share it with trusted third parties when this is necessary for the purposes described in this Privacy Policy or when we are legally required to do so.

Examples of third parties we may share your data with include:

• Payment providers and banks: providers such as STC Pay, Mada, Apple Pay, Google Pay and banks that process your payments securely on our behalf.
• Hosting and IT service providers: companies that host our website, databases, email and other business systems.
• Analytics providers: tools that help us understand how visitors use our website and improve performance and content.
• Couriers and logistics partners: shipping and delivery companies that deliver products or spare parts to you.
• Professional advisors: accountants, auditors, consultants or lawyers who may need limited access to data to provide their services to us, under confidentiality obligations.
• Public authorities: government bodies, regulators or law enforcement agencies, when we are required or allowed to share data under applicable law.

When we use third-party service providers, we aim to share only the minimum personal data necessary, and we require them to process your data securely and only according to our instructions and applicable law.

We keep your personal data only for as long as it is reasonably necessary for the purposes for which it was collected, including for the purpose of satisfying any legal, accounting or reporting requirements.

In general, this means that:

• Order and invoicing information may be kept for a number of years as required by applicable commercial and tax laws.
• Booking and service records may be kept for a reasonable period after the service so that we can understand the history of your machines, answer questions and handle any issues or repeat visits.
• Customer support and contact messages may be kept while your request is being handled and for a limited time afterwards to improve our service and keep a record of communications.
• Technical logs and security records are generally kept for a shorter period, unless we need them for security, fraud prevention or legal reasons.
• Analytics and cookies data is kept for periods that are appropriate for measuring website usage trends, after which it is deleted or anonymised.

When we no longer need your personal data, we will delete it or anonymise it so that it can no longer identify you, unless we are required by law to keep it for a longer period.

We want you to remain in control of your personal data. Depending on the laws that apply, and subject to certain conditions, you may have the right to:

• Access the personal data we hold about you.
• Correct inaccurate or incomplete personal data.
• Request deletion of your personal data when it is no longer needed, when you withdraw your consent (where consent is the legal basis) or when it has been processed unlawfully.
• Restrict certain types of processing of your personal data in specific situations.
• Object to certain types of processing, such as direct marketing communications, where applicable.
• Request a copy of certain information in a structured, commonly used format, where this right is applicable.
• Withdraw consent at any time, where we rely on your consent to process your data. This will not affect the lawfulness of processing based on consent before it was withdrawn.

To exercise your rights or ask a question about them, please contact us using the details in the “Contact for Privacy Questions” section and clearly describe your request. We may need to ask you for additional information to confirm your identity before we can respond.

Cookies are small text files that are stored on your device when you visit a website. We use cookies and similar technologies to make our website work properly, remember your preferences and understand how visitors use our pages.

We may use, for example:

• Strictly necessary cookies that are required for the website, booking form or shop to function (for example, to keep your session active or remember items in your cart).
• Preference cookies to remember your settings, such as language.
• Analytics cookies to collect information about how visitors use our website (such as which pages are visited most often) so we can improve our content and performance.

Some cookies may be set by third-party providers (for example, analytics or embedded services) to deliver their functionality.

You can usually control and manage cookies through your browser settings. Most browsers allow you to block or delete cookies, or to receive a warning before a cookie is stored. If you disable some cookies, parts of our website, booking form or shop may not function correctly.

We take reasonable technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access.

These measures may include secure hosting environments, access controls, use of strong passwords and authentication, keeping software up to date, encryption of data in transit where appropriate and internal procedures to limit access to personal data to those who need it for their work.

Despite our efforts, no system can be guaranteed to be 100% secure. We therefore cannot promise absolute security, but we do our best to protect your information. You also play an important role by keeping your devices and accounts secure.

Some of our service providers or systems may be located outside Saudi Arabia. This means that your personal data may be transferred to or stored in another country. In such cases, we aim to ensure that appropriate safeguards are in place so that your data remains protected in line with this Privacy Policy and applicable data protection principles.

We may update this Privacy Policy from time to time to reflect changes in our services, how we handle personal data or applicable laws and regulations.

When we make significant changes, we will post the updated version on this page and adjust the “Last updated” date below. In some cases we may also provide a more direct notice (for example, a banner on our website).

We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.

Last updated: 1 March 2026

If you have any questions about this Privacy Policy, how we handle your personal data or if you would like to exercise your privacy rights, you can contact us using the details below:

Dhel
Hail, Saudi Arabia
Phone: +966556242094
Email: cafedhel@gmail.com

When you contact us about a privacy matter, please include your name, contact details and a clear description of your request so that we can respond efficiently.

For more information about how we provide our services and handle orders, please also see our Terms & Conditions and our Returns & Shipping policy.