Privacy Policy & Terms and Conditions — LuLu Hypermarket Saudi

Privacy Policy

1. Information we collect

We may collect information you provide directly — such as your name, phone number, email address, delivery address, and order details — when you create an account, place an order, contact support, or subscribe to updates. We also collect basic technical data (device type, app version, and general usage) to keep our services secure and improve performance.

2. How we use your information

We use your information to process orders, arrange delivery, provide customer support, send order and promotional notifications (where you have opted in), prevent fraud, and improve our products and services. We do not sell your personal data to third parties.

3. Sharing of information

We may share limited information with trusted service providers who help us operate our platform — for example payment processors, delivery partners, and cloud hosting providers — only as needed to fulfil your orders and run our services. These partners are required to protect your data and use it only for the purposes we specify.

4. Cookies & similar technologies

Our website may use cookies and similar technologies to remember your preferences, measure site performance, and support marketing campaigns. You can control cookies through your browser settings. Some features may not work correctly if cookies are disabled.

5. Data retention & security

We retain personal data only for as long as needed to provide our services, comply with legal obligations, and resolve disputes. We apply reasonable technical and organisational measures to protect your information, though no method of transmission over the internet is completely secure.

6. Your choices & rights

You may update your account details in the app, opt out of marketing messages at any time, and contact us to request access to or correction of your personal data. Where applicable under Saudi law, you may also request deletion of certain information, subject to legal and operational requirements.

7. Children

Our services are not directed at children under 13. We do not knowingly collect personal information from children. If you believe a child has provided us with personal data, please contact us so we can remove it.

8. Changes to this policy

We may update this Privacy Policy from time to time. The “Last updated” date at the top of this page will reflect any changes. Continued use of our services after updates means you accept the revised policy.

Terms and Conditions

1. Acceptance of terms

By accessing our website or downloading and using the LuLu app, you agree to these Terms of Use and our Privacy Policy. If you do not agree, please do not use our services.

2. Services & eligibility

LuLu provides online grocery shopping and delivery services in Riyadh, Jeddah, and Dammam. You must be at least 18 years old, or have parental consent, to place orders through our platform.

3. Orders, pricing & availability

Product prices, offers, and availability may vary by city and may change without notice. App-only deals and member coupons apply only when ordering through the LuLu app. We reserve the right to limit quantities, cancel orders affected by pricing errors, or substitute unavailable items with your consent where possible.

4. Delivery & returns

Delivery times shown in the app are estimates and may vary. Perishable and opened items may not be eligible for return unless faulty or incorrect. Our 7-day return policy for eligible products applies as described in the app and at checkout.

5. Acceptable use

You agree not to misuse our platform — including attempting unauthorised access, posting false information, interfering with service operation, or using our services for unlawful purposes. We may suspend or terminate access for violations of these terms.

6. Intellectual property

All content on our website and app — including logos, text, images, and software — is owned by LuLu or its licensors and protected by applicable intellectual property laws. You may not copy, modify, or distribute our content without written permission.

7. Limitation of liability

To the fullest extent permitted by law, LuLu is not liable for indirect, incidental, or consequential damages arising from your use of our services. Our total liability for any claim related to an order is limited to the amount you paid for that order.

8. Governing law

These terms are governed by the laws of the Kingdom of Saudi Arabia. Any disputes shall be subject to the exclusive jurisdiction of the competent courts in Saudi Arabia, unless otherwise required by mandatory consumer protection rules.

Contact us

For privacy requests, account questions, or support regarding these policies, contact us at support@luluhypermarket-sa.com.