Privacy Policy

Applies to the Richmond Cellar website and mobile app. Effective date: September 26, 2026.

1. Introduction

Richmond Cellar General Trading L.L.C. ("Richmond Cellar," "we," "us," or "our"), registered at Safran Street, Next to Lulu Xpress Fresh Market, Hamdan Street, Abu Dhabi, UAE, operates the Richmond Cellar website and mobile application (together, the "Services"), offering alcoholic beverages and related products for delivery in the United Arab Emirates. This Privacy Policy explains what personal information we collect, how we use and share it, and the choices and rights available to you.

2. Scope

This Privacy Policy applies to anyone who visits richmondcellar.com, uses the Richmond Cellar mobile application on iOS or Android, creates a Richmond Cellar account, or otherwise interacts with our Services. It does not apply to third-party websites or applications we do not control, even if reached through a link in our Services.

3. Information We Collect

We collect information directly from you, automatically through your use of the Services, and from trusted service providers who help us operate the Services. The categories below describe what we collect and why.

4. Personal Information

When you create an account or place an order, we collect information such as your full name, mobile number, and email address. We use this to set up and manage your account, process your orders, and communicate with you about the Services.

5. Account & Authentication Information

To create and secure your account, we collect your login credentials and information generated when you verify your identity, such as one-time passcodes sent to confirm your mobile number or email. We use this to authenticate you and protect your account from unauthorized access.

6. Age & Identity Verification

To comply with UAE regulations on age-restricted items, your age is verified in person by our delivery team at the time of delivery, using your original government-issued ID (Emirates ID or passport). We do not scan, upload, copy, or store your ID details, personal document data, or verification records on our servers or databases.

7. Location Information

We collect location information to check whether we can deliver to your address, confirm your delivery area, and help our delivery team find you. On the website this happens through your browser. In the app it happens through the Google Maps SDK and your device's location services, using either approximate or precise location depending on what's needed.

Location access is optional, and we don't track your location in the background. If you use your current location to set a delivery address, only the confirmed address, including its coordinates, is saved to your profile.

8. Orders & Delivery Information

When you place an order, we collect information about the products purchased, your order history, your delivery address, and delivery-related details such as delivery instructions and status. We use this to fulfil and deliver your order and to provide order updates.

9. Payment Information

We do not store or process your full card number or CVC security code on our servers. Online payments are processed securely through our PCI-DSS compliant payment provider, Stripe. If you choose to save a payment method for future purchases, we only store a secure, encrypted token provided by Stripe alongside non-sensitive details, such as the card brand, expiration date, and the last 4 digits of your card, to help you identify your saved payment method. If you choose to pay in cash or by card at the time of delivery, that payment is processed directly by our delivery team using a card machine and is not routed through Stripe.

10. OTP/SMS and Communications

We use third-party authentication and communication service providers to send one-time passcodes, account verification messages, and service-related communications to your mobile number or email address. This helps us confirm your identity and keep you informed about your account and orders.

11. Push Notifications

We may send you push notifications about your orders, deliveries, and account activity: these are service notifications needed to keep you informed. We may also send push notifications about Richmond Rewards and promotions, but only where you've opted in to marketing communications (see Marketing Communications below), and you can turn these off separately at any time. You can manage all push notification permissions through your device settings.

12. Analytics & Technical Information

We use Google Firebase to monitor app performance, fix crashes, and send notifications.

We collect anonymized app performance and usage data through Firebase Analytics, including crash logs, device model, operating system version, and general usage statistics. We also use device tokens through Firebase Cloud Messaging to deliver order updates and promotional push notifications.

We do not track your personal identity through this analytics data, and we do not sell or share it with unauthorized third parties.

13. Richmond Rewards & Barcode/QR Functionality

If you participate in Richmond Rewards, we show you your order history and loyalty points balance in the app, along with a membership barcode you can present at checkout. The app does not scan barcodes or QR codes.

14. How We Use Information

  • We use the information described above to:
  • Create, maintain, and secure your account
  • Verify your age and identity as required by UAE law
  • Process, fulfil, and deliver your orders
  • Process payments and help prevent fraud
  • Operate Richmond Rewards and barcode/QR functionality
  • Send order, delivery, and account-related communications
  • Send push notifications and, where you have consented, marketing communications
  • Understand and improve the performance of our Services
  • Comply with legal and regulatory obligations, including age-restricted sales requirements

15. How We Share Information

We do not sell your personal information, and we do not share it with Premium Cellars or access it across both brands' systems. We share it only where necessary to operate the Services, as described below.

16. Third-Party Service Providers

We work with trusted third-party service providers who process personal information on our behalf, including:

  • Payment providers, to process your payments
  • Authentication and communication providers, to send OTPs, verification messages, and push notifications
  • Analytics providers, to help us monitor app performance and usage
  • Location technology providers, to support delivery-related functionality
  • Rewards and order-management providers, to operate Richmond Rewards and process your orders
  • Hosting and cloud infrastructure providers, to store and run the Services
  • Delivery and logistics providers, to deliver your orders
  • Customer support providers, to help us respond to your inquiries
  • Professional advisers, including legal and accounting service providers
  • Government and regulatory authorities, where we are legally required to share information

These providers may only use your information to provide services to Richmond Cellar and are required to protect it.

17. Marketing Communications

With your consent, given through a marketing checkbox at registration, we may send you marketing communications about products, promotions, and offers by email, SMS, push notification, or other channels. Essential order updates and security alerts are not affected by this setting and remain mandatory, since they're necessary to operate your account and deliver your orders. You can opt out of marketing at any time by turning off marketing consent in your account settings, using the unsubscribe link in our emails, or following the opt-out instructions in our SMS messages.

18. Cookies & Similar Technologies

Our website uses cookies and similar technologies to operate the site, remember your preferences, and understand how visitors use richmondcellar.com. You can control cookies through your browser settings, though disabling some cookies may affect how the website functions. Our mobile application does not use browser cookies but may use comparable device-level technologies for similar purposes.

19. Data Security

We use administrative, technical, and physical safeguards to protect your personal information from unauthorized access, loss, misuse, or disclosure. Communication between the app and our servers is encrypted, and login credentials are stored securely on your device using your device's built-in secure storage. No method of transmission or storage is completely secure, and we can't guarantee absolute security, but we work to protect your information and respond quickly if a security issue arises.

20. Data Retention

We retain your personal information, including your delivery addresses and their coordinates, for as long as your account remains active, and we don't automatically delete it after a set period. We keep this information to provide the Services, comply with our legal obligations (including UAE recordkeeping and tax requirements), resolve disputes, and enforce our agreements. If you'd like any of this information removed, you can request deletion as described below.

21. Account & Data Deletion

You can deactivate your account from within the app, through Profile → Settings → Delete Account, or by contacting us (see Contact Information below). Deactivating your account means you can no longer log in or receive communications from us, but it does not automatically erase your data: your information remains in our systems unless you specifically ask us to delete it. If you'd like your data deleted, or your account reactivated, contact our support team and we'll take care of it.

If you signed in using a social login, that session is cleared from the app too, though you may need to separately manage permissions with that provider, like Google or Apple, if you want to fully disconnect it.

22. Your Rights

Subject to applicable UAE data protection law, you may have rights to access, correct, or request deletion of your personal information, to object to or restrict certain processing, and to withdraw consent you previously gave (such as consent to marketing). To exercise these rights, contact us using the details in Contact Information below.

23. International Data Processing

Our servers are hosted in Bangalore, India, through our hosting provider, Cloudways. This means your information is processed outside the UAE. We take steps intended to keep your information appropriately protected, consistent with applicable UAE data protection law.

24. Under-21 Privacy

Our Services are intended for individuals who are 21 years of age or older and legally permitted to purchase alcohol in the UAE. We do not knowingly collect personal information from anyone under 21. If we become aware that we have done so, we will take steps to delete it.

25. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for legal, operational, or regulatory reasons. If we make material changes, we will notify you through the app, by email, or by posting an updated policy on our website with a new effective date.

26. Contact Information

If you have questions about this Privacy Policy or how we handle your information, contact us at:

  • Email: customerservice@richmondcellar.com
  • Phone/WhatsApp: 800-CELLARS (800-2355277) / +971 50 855 4710