Privacy Policy

1.Introduction

CustomPack ("CustomPack", "we", "us", or "our") operates the website custompack.ae and provides custom-printed packaging products and services to businesses across the United Arab Emirates and the wider GCC region.

This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website, place an order, request a quote, or interact with our AI Design Studio, chatbot, or customer support channels.

We are committed to protecting your privacy and complying with applicable data protection laws in the United Arab Emirates, including the UAE Personal Data Protection Law (PDPL). By using our website or services, you consent to the practices described in this policy.

2.Information We Collect

3.How We Use Your Information

We use the information we collect for the following legitimate business purposes:

• Processing and fulfilling your custom packaging orders, including production, invoicing, and delivery
• Generating price quotes, cost estimates, and proforma invoices
• Communicating with you about your order status, artwork approvals, and delivery updates
• Providing customer support and resolving complaints or product issues
• Improving our products, website, AI Design Studio, and chatbot quality
• Sending promotional offers, new product announcements, and newsletters — only with your consent, which you may withdraw at any time
• Detecting and preventing fraud, abuse, and unauthorized transactions
• Complying with legal, tax, and regulatory obligations in the UAE and GCC

4.Legal Basis for Processing

Under the UAE PDPL, we process your personal information based on the following legal grounds:

Performance of a contract — when you place an order, we process your data to fulfill that contractual obligation.

Consent — when you subscribe to marketing communications or voluntarily submit information through forms.

Legitimate business interests — to operate, secure, and improve our services, provided your rights do not override those interests.

Legal obligation — to comply with tax, customs, and regulatory requirements applicable to manufacturing and selling goods in the UAE.

5.Sharing of Your Information

We do not sell, rent, or trade your personal information to third parties. We share information only with trusted service providers who help us operate our business, and only to the extent necessary:

• Payment processors (e.g., Stripe) to securely handle online payments
• Courier and logistics partners to deliver your orders across the UAE and GCC
• Cloud hosting and analytics providers that support our website infrastructure
• Tax and accounting advisors for invoicing and compliance purposes

6.Cookies and Tracking Technologies

Our website uses cookies and similar technologies to operate the site, remember your preferences (such as theme and cart contents), and understand how visitors use our pages.

We use both essential cookies (required for the site to function, such as your shopping cart) and optional analytics cookies (which help us improve content and performance). You can disable non-essential cookies in your browser settings at any time without affecting core site functionality.

If we introduce third-party advertising or retargeting cookies in the future, we will update this section and seek your consent before enabling them.

7.AI Design Studio and User-Generated Content

When you upload logos, images, or design prompts to our AI Design Studio, these inputs are processed to generate custom packaging artwork. Uploaded files are used solely to produce your design and are not used to train third-party AI models.

You retain ownership of any artwork you upload. By uploading, you confirm you have the rights to use the provided logos and designs, and you grant CustomPack a limited licence to reproduce them on your printed packaging order.

8.Data Security

We implement reasonable technical, physical, and organisational safeguards to protect your personal information against unauthorised access, loss, alteration, or disclosure. These include encrypted data transmission (TLS), access controls, and regular security reviews.

However, no method of transmission or electronic storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security, and you provide your information at your own risk.

9.Data Retention

We retain your personal information only for as long as necessary to fulfill the purposes described in this policy or to meet legal, tax, and regulatory requirements. Order records and invoices are typically retained for the period required by UAE tax law.

Marketing data is retained until you unsubscribe or request deletion. You may ask us to delete your data at any time, subject to legal retention obligations.

10.Your Privacy Rights

Depending on your location, you may have the following rights regarding your personal information:

• Access — request a copy of the personal information we hold about you
• Correction — request that we correct inaccurate or incomplete information
• Deletion — request that we delete your personal information ("right to be forgotten")
• Restriction — request that we limit the processing of your data
• Portability — request your data in a structured, machine-readable format
• Objection — object to processing based on legitimate interests or for marketing
• Withdraw consent — withdraw consent for marketing communications at any time

11.Children's Privacy

Our services are intended for businesses and individuals aged 18 and above. We do not knowingly collect personal information from children. If you believe a child has provided us with information, please contact us and we will delete it promptly.

12.Third-Party Links

Our website may contain links to third-party websites (such as social media profiles, courier tracking, or payment providers). We are not responsible for the privacy practices of those sites and encourage you to read their privacy policies before providing them with any information.

13.Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. We will update the "Last updated" date at the top of this page whenever changes are made. We encourage you to review this page periodically.

14.Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or your personal information, please contact our Data Protection team:

• Email: info@custompack.ae
• Phone / WhatsApp: +971 52 716 0949
• Address: AL JURF — Warehouse 6, Building 902 Jiddah St, Industrial Area 2, Ajman, UAE
• Working hours: Monday to Saturday, 9:00 AM — 6:00 PM (Gulf Standard Time)