Privacy Policy
Last updated: 6 September 2026
This Privacy Policy explains how Elesely, the food & beverage business of Elesely Group ("Elesely", "we", "us", "our"), collects, uses, shares and protects personal data when you use the Elesely mobile application, our websites and any related services (together, the "Service").
We are the data controller for the personal data described in this Policy. If you have any question about this Policy or about how we handle your data, contact us at info@eleselygroup.com.
Please read this Policy together with our Terms & Conditions, available at
https://api.eleselygroup.com/legal/en/terms.
1. Who this Policy applies to
This Policy applies to everyone who uses the Service: registered customers, people who browse the app without an account, and anyone who contacts us for support. It does not apply to third-party services that we link to but do not operate.
2. The personal data we collect
We collect only what we need to run a meat and food ordering service. In practice that falls into the following categories.
2.1 Information you give us
- Account details. Your mobile phone number, first name, last name, and — where you choose to provide them — your date of birth, email address and profile picture.
- Authentication data. A one-time password (OTP) sent to your phone to verify that the number belongs to you; if you set one, a password, which we store only as a salted cryptographic hash and never in readable form; and, if you sign in with Google, the account identifier Google returns to us.
- Language preference. The language you choose for the app, so we can show content and send notifications in that language.
- Order information. The products and packages you add to your cart and order, quantities and weights, prices at the time of ordering, and any notes or delivery instructions you give us.
- Communications. Messages you send us by email or through customer service, and our replies.
2.2 Information we collect automatically
- Location. With your permission, your device location. We use it to determine which of our cold stores and warehouses can fulfil your order and to show you accurate availability and distance. We record the most recent location and the time it was recorded. You can withdraw this permission at any time in your device settings; parts of the ordering flow may then stop working.
- Device and session data. A device identifier used for push notifications (a Firebase Cloud Messaging token), a short technical description of your device, and session records that let us keep you signed in and sign you out of a specific device.
- Usage data. What you search for in the app, the number of results a search returned, which search results you tap, and which product and package pages you view and how often. We use this to fix a catalogue that does not surface what people are looking for, and to decide which products to feature.
- Session analytics. We use Microsoft Clarity in the mobile app. Clarity records how the app is used — screens visited, taps, scrolls, and session recordings and heatmaps built from that activity — so that we can find broken screens and confusing flows. Clarity also processes device and connection information such as device model, operating system, and approximate region derived from your IP address. We do not use Clarity to identify you personally, and we ask Clarity to mask text input. Microsoft processes this data as described in the Microsoft Privacy Statement.
- Technical logs. Our servers record requests made to our systems, including IP address, time, and the outcome of the request, so that we can investigate errors, abuse and security incidents.
2.3 Information we generate about you
- Order history and status, including the record of which warehouse each part of an order was allocated to and each change of status.
- Snapshots taken at the moment you place an order — the name, phone number and delivery coordinates attached to that order — so the order record stays accurate even if you later change your profile.
- A customer record in our order-management system (see section 4), and the history of which customer records your account has been linked to over time.
- Support and moderation records, including a record if your number is blocked from the Service and which member of staff took that decision.
2.4 What we do not collect
We do not collect payment card numbers or bank account details through the app. We do not knowingly collect data about your health, religion, political opinions, or any other special category of personal data, and we ask you not to send us any.
3. Why we use your data, and our legal basis
| What we use it for | Legal basis |
|---|---|
| Creating and securing your account; verifying your phone number | Performance of a contract with you |
| Taking, allocating, fulfilling and delivering your orders | Performance of a contract with you |
| Sending service messages about your order (confirmation, status changes, delivery) | Performance of a contract with you |
| Determining the nearest warehouse able to fulfil your order | Performance of a contract with you; your consent for device location |
| Customer support and handling complaints, returns and refunds | Performance of a contract; our legitimate interest in resolving disputes |
| Session analytics, search and view statistics, and improving the app | Our legitimate interest in operating and improving the Service |
| Preventing fraud, abuse and misuse, and blocking accounts where necessary | Our legitimate interest in keeping the Service safe |
| Keeping accounting and tax records | Compliance with a legal obligation |
| Marketing or promotional messages, where we send them | Your consent, which you may withdraw at any time |
Where we rely on legitimate interests, we have considered whether those interests are overridden by your rights, and we limit the data used accordingly.
4. Who we share your data with
We do not sell your personal data. We share it only as set out below.
- Odoo. We operate our order, inventory and customer management on Odoo, provided by Odoo S.A. and hosted on Odoo's cloud infrastructure. When you place an order, a customer record containing your name and phone number and the details of the order are created in that system so it can be picked, invoiced and delivered.
- Google (Firebase Cloud Messaging). Push notification tokens and the notification content are processed by Google in order to deliver notifications to your device.
- Google (Sign-In). If you choose to sign in with Google, Google confirms your identity to us and provides your account identifier and basic profile information.
- Microsoft (Clarity). Usage and session analytics as described in section 2.2.
- Delivery and logistics personnel. The name, phone number and delivery address or coordinates needed to hand over your order.
- Professional advisers, auditors and insurers, where they need the information to advise us.
- Public authorities, courts and law enforcement, where we are legally required to disclose information, or where disclosure is necessary to establish, exercise or defend legal claims.
- Elesely Group companies. Where necessary for operating the Service — for example group-level administration, accounting and management reporting — personal data may be shared within Elesely Group companies, under the same protections as this Policy.
- A buyer or successor, if we sell or reorganise all or part of our business. We will tell you before your data becomes subject to a different privacy policy.
We require everyone who processes personal data on our behalf to do so only on our instructions and to keep it secure.
5. Where your data is stored and transferred
Our application servers and databases are hosted in Germany, in a data centre operated by our infrastructure provider. Our order-management system is operated by Odoo S.A. on infrastructure within the European Union. Google and Microsoft may process data in the European Union, the United States and other countries where they operate.
This means your personal data may be transferred outside Egypt. Where it is, we rely on the recipient being located in a country with an adequate level of protection, or on contractual safeguards with the recipient requiring a level of protection equivalent to that required under Egyptian law.
6. How long we keep your data
- Account data — for as long as your account is active, and then deleted or anonymised after you ask us to delete it, subject to the exceptions below.
- Order records, invoices and accounting data — for the period required by Egyptian tax and commercial law, currently five years from the end of the relevant financial year, even if you have deleted your account.
- In-app notifications — 90 days from the date they are sent.
- Search and page-view statistics — kept in aggregated form for product and catalogue planning; the link to your account is removed when your account is deleted.
- Technical and security logs — for a short period appropriate to investigating incidents, normally no more than 12 months.
- Blocking records. If we block a phone number from the Service to prevent fraud or abuse, we keep that phone number and the reason for the block even if the associated account is deleted. Without this, deleting and recreating an account would defeat the block. We keep the minimum needed for that purpose.
7. Your rights
Subject to Egyptian data protection law, in particular Law No. 151 of 2020 on the Protection of Personal Data, you have the right to:
- know whether we hold personal data about you and access a copy of it;
- correct data that is inaccurate or incomplete;
- erase your data, subject to the retention exceptions in section 6;
- withdraw consent you have given us, at any time, without affecting processing carried out before you withdrew it;
- object to or restrict certain processing, including processing based on our legitimate interests;
- receive the personal data you gave us in a structured, commonly used format; and
- complain to the Egyptian Personal Data Protection Centre if you believe we have handled your data unlawfully.
How to exercise them. You can review and change your profile at any time in the app, and you can delete your account directly from the app, which begins the deletion process described above. For anything else, write to info@eleselygroup.com. We will respond within the period required by applicable law. We may ask you to verify your identity — normally by confirming control of the registered phone number — before we act on a request, so that we do not disclose your data to someone else.
8. How we protect your data
We take reasonable technical and organisational measures appropriate to the risk, including: encryption of traffic in transit using TLS; storing passwords only as salted hashes; access controls so that staff can reach only the data their role requires; an audit trail recording administrative actions on customer records; the ability to revoke sessions and sign out devices; and regular patching of our systems.
No system is completely secure. If a breach occurs that is likely to cause you harm, we will notify you and the competent authority as required by law.
9. Children
The Service is intended for people aged 18 and over. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, contact us and we will delete it.
10. Automated decision-making
We do not make decisions producing legal or similarly significant effects about you by automated means alone. Which warehouse serves your order is decided automatically based on stock and distance; you can contact us if you believe an allocation is wrong.
11. Changes to this Policy
We may update this Policy. When we do, we publish a new version at this address with a new "last updated" date, and where the change is significant we will notify you in the app or by message before it takes effect. Continuing to use the Service after a change takes effect means you accept the updated Policy.
12. Contact us
Questions, requests or complaints about your personal data:
Elesely — customer service: info@eleselygroup.com
Elesely Group — head office: 1204, 12th Floor, The Court Tower, Business Bay, Dubai, UAE · +971 4 570 3727 · +971 54 420 3345 · https://eleselygroup.com