Privacy Policy

This policy applies to:

• Valet companies and their operator staff accessing the platform through admin-assigned credentials;
• Customers (vehicle owners) who receive and interact with digital valet tickets via WhatsApp; and
• Any other individuals whose personal data is submitted through the platform.

We may collect the following categories of personal data:

• Customer data: name, phone number, vehicle details (license plate, make, model, colour), payment information, and feedback or dispute submissions.
• Operator/staff data: full name, phone number, email address, employee ID, and login credentials.
• Valet company data: company name, contact person details, email, and phone number.
• Operational data: vehicle check-in and check-out timestamps, parking zone/slot records, ticket IDs, OTP usage logs, and status history.
• Media: photos or short videos of vehicles uploaded at check-in for condition documentation purposes.
• Payment data: transaction amounts, payment status, tip amounts, and receipt details (processed through Paymob; Fetch does not store full card details).

We process personal data on the legal bases permitted under the PDPL, including performance of the valet service requested, our legitimate business interests in operating and securing the platform, compliance with our legal obligations, and, where required, consent. We use collected data to:

• Operate and deliver the valet management services;
• Generate and send digital tickets to customers via WhatsApp;
• Facilitate payments and route settlements through the Payment Provider;
• Verify vehicle handover through OTP confirmation;
• Send real-time status notifications to customers and operators;
• Handle disputes, feedback, and support requests;
• Maintain audit and compliance records; and
• Improve platform performance and reliability.

The platform uses the WhatsApp Business API to send ticket links, status updates, OTPs, and receipts to customers via their registered phone numbers. By providing a phone number through the valet check-in process, the customer consents to receiving platform-related communications via WhatsApp. Fetch does not use these numbers for marketing without separate consent.

WhatsApp message delivery is subject to Meta's platform policies and infrastructure. Fetch is not responsible for undelivered messages due to third-party service failures.

We do not sell personal data. We may share data with:

• Paymob (payment processing);
• WhatsApp Business API / Meta (message delivery);
• AWS (cloud hosting and infrastructure);
• Google Analytics and AWS CloudWatch (platform monitoring); and
• License plate recognition API providers (for automated vehicle check-in).

Some of these providers may process data on servers located outside the UAE. Where personal data is transferred outside the UAE, we take steps to ensure an appropriate level of protection as required by the PDPL. We may also share data where required by law, regulation, or court order.

We retain personal data for as long as necessary to fulfil the purposes described in this policy, including:

• Active ticket and operational records: retained for the duration of the service engagement and a reasonable period thereafter;
• Dispute and feedback records: retained until resolution and for a reasonable period after;
• Payment records: retained in accordance with applicable financial and tax regulations; and
• Staff and operator accounts: retained while the account is active and for a reasonable period after deactivation.

Users may contact us to request details about retention periods applicable to their data.

We implement appropriate technical and organisational measures to protect personal data against unauthorised access, disclosure, alteration, or destruction. Access to personal data within the platform is restricted based on user roles and permissions.

However, no system is entirely secure, and Fetch cannot guarantee absolute security of data transmitted over the internet. In the event of a personal data breach that poses a risk to data subjects, we will notify the competent authority and affected individuals where required by applicable law.

Subject to applicable law, you have the right to:

• Access your personal data held by Fetch;
• Correct inaccurate or incomplete data;
• Delete your personal data (right to erasure);
• Restrict or object to certain processing;
• Request portability of data you have provided to us; and
• Withdraw consent where processing is based on consent.

To exercise any of these rights, please contact us at the details below. We will respond within 30 days, or such other period as required by applicable law.

We may update this Privacy Policy from time to time. The updated version will be posted at fetchvalet.com/privacy-policy. Continued use of the platform after updates constitutes acceptance of the revised policy.