PRIVACY POLICY
1. INTRODUCTION
Velar Wood respects your privacy and is committed to protecting your personal information.
Velar Wood is a brand owned and operated by Jawharat Al Furqan Carpentry LLC, located in Sajja Industrial Area, Sharjah, United Arab Emirates.
This Privacy Policy explains how we collect, use, store, share, and protect personal information when you:
a. Visit or use our website;
b. Create an account;
c. Submit an enquiry or quotation request;
d. Communicate with us through WhatsApp, email, telephone, social media, website forms, or our AI chatbot;
e. Place an order or make a payment;
f. Request delivery, installation, repair, or customer support; or
g. Otherwise interact with Velar Wood.
In this Privacy Policy, “Velar Wood,” “we,” “us,” and “our” refer to Jawharat Al Furqan Carpentry LLC. “You” and “your” refer to the website visitor, customer, authorised representative, or other individual whose personal information we process.
2. INFORMATION WE MAY COLLECT
Depending on how you interact with us, we may collect the following categories of information:
A. Identity Information
This may include:
- Full name;
- Company name;
- Job title;
- Account username; and
- Details needed to verify that a person is authorised to place or manage an order.
B. Contact Information
This may include:
- Mobile or telephone number;
- WhatsApp number;
- Email address;
- Delivery address;
- Installation address; and
- Billing address.
C. Order and Project Information
This may include:
- Products and services requested;
- Quotations, invoices, and receipts;
- Product dimensions and specifications;
- Design preferences;
- Selected materials, colours, and finishes;
- Approved drawings and renders;
- Site measurements;
- Appliance or equipment dimensions;
- Delivery and installation instructions;
- Project photographs and videos;
- Customer approvals;
- Complaints, repairs, and service history; and
- Communications relating to an order.
D. Payment and Transaction Information
This may include:
- Payment amount;
- Payment date;
- Payment status;
- Transaction reference;
- Payment method;
- Bank transfer confirmation; and
- Limited payment information provided by a bank or payment service provider.
Online card payments may be processed by an authorised third-party payment gateway. Velar Wood does not intend to store complete payment card numbers, card security codes, or online banking passwords on its own website systems.
Customers should never send complete card details, PIN codes, one-time passwords, or online banking passwords through WhatsApp, email, website chat, or social media.
E. Website and Device Information
This may include:
- Internet Protocol address;
- Browser type;
- Device type;
- Operating system;
- Website pages visited;
- Date and time of access;
- Referring website;
- Approximate location derived from technical data;
- Website activity;
- Cookie identifiers; and
- Error, security, and diagnostic information.
F. Communication Information
We may retain communications made through:
- Website forms;
- Email;
- WhatsApp;
- Telephone;
- Social media;
- AI chatbot;
- Customer support; and
- Other approved communication channels.
Telephone calls will not be recorded unless the customer is appropriately informed where required.
G. Site and Installation Information
Where measurement, delivery, installation, inspection, or repair is required, we may collect:
- Property or project location;
- Site contact details;
- Access instructions;
- Community or building information;
- Photographs and videos of the relevant working area;
- Measurements;
- Visible site conditions; and
- Information reasonably required for safe delivery and installation.
We will seek to avoid unnecessarily capturing people, private documents, or unrelated areas of a customer’s property.
3. HOW WE COLLECT INFORMATION
We may collect personal information:
a. Directly from you;
b. From a person authorised by you;
c. From your employer, contractor, consultant, designer, or project representative;
d. Through our website, online store, enquiry forms, customer account, cookies, and chatbot;
e. Through WhatsApp, email, telephone, or social media;
f. During site visits, measurements, delivery, installation, inspection, or repair;
g. From banks, payment gateways, delivery companies, or service providers involved in completing your transaction; and
h. From publicly available sources where legally permitted and reasonably necessary.
If you provide personal information about another person, you confirm that you are authorised to provide that information and that the person has been appropriately informed where required.
4. WHY WE USE YOUR INFORMATION
We may use personal information for the following purposes:
a. To respond to enquiries;
b. To prepare and provide quotations;
c. To create or manage customer accounts;
d. To understand product and project requirements;
e. To prepare designs, drawings, specifications, and measurements;
f. To confirm and process orders;
g. To verify and record payments;
h. To manufacture customised products;
i. To arrange delivery, shipment, installation, inspection, repair, or support;
j. To communicate order status and required approvals;
k. To provide customer service;
l. To investigate complaints, defects, disputes, or payment issues;
m. To maintain business, accounting, transaction, and legal records;
n. To prevent fraud, misuse, security incidents, and unlawful activity;
o. To maintain and improve our website, products, services, and customer experience;
p. To comply with applicable laws, regulatory requirements, court orders, and lawful authority requests;
q. To establish, exercise, or defend legal claims; and
r. To send marketing communications where permitted and where any required consent has been obtained.
5. BASIS FOR PROCESSING INFORMATION
Depending on the circumstances and applicable law, we may process personal information:
a. With your consent;
b. To take steps requested by you before entering into a contract;
c. To prepare a quotation or design at your request;
d. To perform an order or contract with you;
e. To comply with legal, regulatory, accounting, or taxation obligations;
f. To protect our systems, business, customers, and legal rights;
g. To respond to emergencies or protect individuals where legally permitted; or
h. On another basis permitted by applicable law.
Where processing is based on consent, you may withdraw that consent, subject to legal and contractual limitations. Withdrawal will not affect processing lawfully completed before the withdrawal.
6. INFORMATION REQUIRED TO PROCESS AN ORDER
Certain information is necessary to prepare a quotation, confirm an order, receive payment, manufacture a product, or arrange delivery and installation.
If you do not provide required information, we may be unable to:
- Prepare an accurate quotation;
- Confirm your order;
- Manufacture the correct product;
- Process your payment;
- Deliver or install the product; or
- Respond effectively to a complaint or service request.
7. AI CHATBOT AND AUTOMATED COMMUNICATIONS
Our website may use an AI-powered chatbot or another automated assistant.
When you use the chatbot:
a. Your questions, messages, contact details, and conversation history may be processed to answer your enquiry and provide customer support;
b. The information may be processed by technology service providers supporting the chatbot;
c. Conversations may be reviewed by authorised personnel for quality, security, training, complaint handling, and service improvement, where permitted;
d. The chatbot may ask for basic order or contact information when necessary; and
e. The chatbot may transfer or refer the conversation to a human representative.
Do not submit sensitive or unnecessary information through the chatbot, including:
- Complete bank card information;
- PIN codes;
- One-time passwords;
- Online banking passwords;
- Passport copies;
- Emirates ID copies;
- Medical information; or
- Other highly confidential information not required for the enquiry.
The chatbot is intended to provide general information and does not make legally binding decisions about refunds, warranties, compensation, credit, disputes, or customer rights without human review.
8. ONLINE PAYMENTS
Online payments may be processed by a third-party payment gateway, bank, digital wallet provider, or other authorised payment service.
The payment provider may independently collect and process information required to:
- Authorise the payment;
- Prevent fraud;
- Verify identity;
- comply with financial regulations; and
- complete or refund a transaction.
The payment provider’s own privacy policy and terms may also apply.
Velar Wood may receive transaction status, payment amount, transaction reference, payer information, and limited payment details but should not receive or store your complete card security code or banking password.
9. COOKIES AND SIMILAR TECHNOLOGIES
Our website may use cookies and similar technologies to:
a. Keep the website functioning;
b. Maintain shopping-cart or account sessions;
c. Remember preferences;
d. Support security and fraud prevention;
e. Understand website traffic and performance;
f. Identify technical problems;
g. Measure marketing effectiveness; and
h. Improve website content and user experience.
Where required, non-essential analytics or advertising cookies will be used only after the relevant choice or consent has been obtained.
You may manage cookies through the website’s cookie settings or your browser. Disabling necessary cookies may affect website, account, checkout, or payment functionality.
Additional details may be provided in a separate Cookie Policy or cookie settings panel.
10. MARKETING COMMUNICATIONS
Where permitted, we may send information about Velar Wood products, services, offers, or completed projects through email, WhatsApp, SMS, telephone, or other selected channels.
Where consent is required, marketing communications will be sent only after the appropriate consent has been obtained.
You may opt out of marketing communications by:
- Using an unsubscribe option where provided;
- Replying with an opt-out request; or
- Contacting us through WhatsApp or email.
Opting out of marketing will not prevent us from sending necessary order, payment, delivery, installation, safety, or customer-service communications.
We will not sell your personal information to third parties for their independent marketing purposes.
11. WHEN WE MAY SHARE INFORMATION
We may share relevant personal information with trusted third parties where reasonably necessary, including:
a. Website hosting and technical service providers;
b. E-commerce platform providers;
c. Payment gateways, banks, and payment processors;
d. AI chatbot and customer-support technology providers;
e. Delivery, courier, freight, and logistics companies;
f. Installation teams, technicians, subcontractors, or suppliers involved in an order;
g. Accounting, audit, legal, insurance, or professional advisers;
h. Cloud storage, email, communication, analytics, security, or business software providers;
i. Government bodies, regulators, courts, law-enforcement authorities, customs authorities, or tax authorities where legally required; and
j. A purchaser, successor, or adviser involved in a lawful business restructuring, merger, or transfer.
Third parties should receive only information reasonably necessary for their role and should be required to handle it appropriately.
12. CROSS-BORDER DATA TRANSFERS
Some service providers, payment systems, cloud platforms, communication services, logistics providers, or technology systems may process or store information outside the UAE.
Cross-border transfers will be handled in accordance with applicable legal requirements and appropriate safeguards, where required.
For GCC deliveries, relevant customer and delivery information may be shared with logistics providers, customs agents, or authorities in the destination country to complete shipment and clearance.
13. PROJECT PHOTOGRAPHS AND MARKETING USE
We may take photographs or videos reasonably required to document measurements, production, delivery, installation, completed work, defects, repairs, or project progress.
Photographs or videos taken for operational records will not automatically be used for public advertising.
Where a photograph or video clearly identifies a customer, individual, private residence, vehicle registration, personal document, or other private information, we will seek appropriate permission before intentionally publishing it for marketing, except where publication is otherwise lawfully permitted.
We may use non-identifying product photographs for portfolio or marketing purposes where private information has been removed or where appropriate permission has been obtained.
A customer may request that identifiable project images not be used for marketing by contacting us before or during the project.
14. DATA SECURITY
We take reasonable technical and organisational measures to protect personal information against:
- Unauthorised access;
- Accidental loss;
- Unlawful use;
- Improper disclosure;
- Alteration;
- Destruction; and
- Other security risks.
Measures may include access controls, account authentication, secure payment providers, restricted staff access, system updates, backups, and staff instructions.
However, no website, internet transmission, messaging platform, or storage system can be guaranteed to be completely secure. Customers should use secure devices and avoid sending unnecessary confidential information through open communication channels.
15. DATA BREACHES
If a personal data breach occurs, we will investigate and take reasonable steps to contain and address it.
Where notification is required under applicable law, we will notify the relevant authority and affected individuals as required.
16. DATA RETENTION
We retain personal information only for as long as reasonably necessary to:
a. Respond to enquiries;
b. Complete quotations and orders;
c. Provide delivery, installation, repair, or support;
d. Maintain transaction, accounting, and business records;
e. Resolve complaints and disputes;
f. Prevent fraud and protect legal rights; and
g. Meet applicable legal and regulatory requirements.
Different categories of information may be retained for different periods.
Information that is no longer reasonably required will be deleted, securely destroyed, or anonymised, subject to technical limitations and lawful record-retention requirements.
17. YOUR PRIVACY RIGHTS
Subject to applicable law, identity verification, and relevant legal exceptions, you may have the right to:
a. Obtain information about the personal data we process;
b. Request access to your personal data;
c. Request correction or completion of inaccurate information;
d. Request deletion of personal information when it is no longer required or is being processed unlawfully;
e. Request restriction or suspension of certain processing;
f. Object to direct marketing;
g. Withdraw consent where processing is based on consent;
h. Request transfer of eligible personal data in an appropriate format where technically feasible;
i. Object to certain automated decisions that have legal or similarly significant effects; and
j. Submit a complaint to the appropriate authority.
These rights may be limited where retaining or processing information is required to complete a contract, comply with law, maintain necessary business records, resolve a dispute, prevent fraud, or establish or defend legal claims.
18. HOW TO SUBMIT A PRIVACY REQUEST
You may submit a privacy request through:
Email: info@velarwood.com
WhatsApp: +971 50 393 3791
Please include:
- Your full name;
- Relevant contact details;
- The nature of your request;
- Relevant order or account reference; and
- Information reasonably necessary to verify your identity.
We will not request passwords, PIN codes, or one-time passwords to verify a privacy request.
We may request appropriate proof of identity where reasonably necessary to protect personal information from unauthorised disclosure.
19. CHILDREN’S INFORMATION
Our website and products are not specifically directed at children.
A person placing an order or providing payment information must have the legal authority to do so.
We do not knowingly seek to collect unnecessary personal information directly from children. If a parent or legal guardian believes that a child has provided personal information without appropriate authorisation, they should contact us so that we can review the matter.
20. THIRD-PARTY WEBSITES AND PLATFORMS
Our website may contain links to third-party websites, social media pages, payment gateways, maps, or other platforms.
Those third parties operate under their own privacy policies and practices. Velar Wood is not responsible for how an independent third party handles information after you leave our website or voluntarily use its service.
Customers should review the applicable third-party privacy policy before providing personal information.
21. BUSINESS CUSTOMER INFORMATION
Where a company, contractor, consultant, or other organisation places an order, we may process the business contact information of its employees or representatives.
The organisation providing that information is responsible for ensuring that it has the authority to provide the information and that relevant individuals have been appropriately informed.
22. CHANGES TO THIS PRIVACY POLICY
We may update this Privacy Policy to reflect changes in law, technology, website functions, payment systems, chatbot services, business practices, or data-processing activities.
The updated policy will be published on this page with a revised “Last Updated” date.
Where a material change requires additional notice or consent, we will take appropriate steps as required by applicable law.
23. CONTACT US
For privacy questions, requests, or complaints, contact:
Velar Wood
Owned and operated by Jawharat Al Furqan Carpentry LLC
Sajja Industrial Area, Sharjah, United Arab Emirates
WhatsApp: +971 50 393 3791
Email: info@velarwood.com