Personal Data Protection Policy

Introduction

Hero Nutritional Food Industries S.A.E (the “Company”, “we”, “us”, or “our”) is committed to protecting your privacy and safeguarding your personal data in accordance with the highest standards of security and data protection, and in compliance with applicable personal data protection laws in the Arab Republic of Egypt, including Law No. 151 of 2020 on Personal Data Protection. 

This Policy explains how we collect, use, and protect personal data that you provide to us when using our website and related digital platforms (the “Website” or the “Services”).

 

1. Definitions:

The Company means Hero Nutritional Food Industries S.A.E, the mother company, and all its subsidiaries and manufacturers refer hereinafter as (“Hero”).

Personal Information: means the personal information, including personal information, transaction information, payment information, technical information, demographic information, biometric information, and others.

Contracting Companies: mean any external companies/ services providers that Hero may contract with to process or interact with its data.

User: means any natural person who uses the company's website and enters any personal information on it.

Website: means the website …………… .

2. Information We Collect : We may collect various types of personal data when you visit our Website or use our Services, including: 

Personal Information: such as your name, address, telephone number, email address, and payment details (e.g., credit card information). 

  • Personal Information: such as your name, address, telephone number, email address, and payment details (e.g., credit card information). 
  • Transaction Information: such as purchase details and products ordered,- if any. 
  • Payment Information: including bank card details or other payment-related data. 
  • Technical Information: such as IP address, browser type, operating system, and language preferences, - if any. 
  • Demographic Information: such as age, gender, and geographic location.

Biometric Information: where applicable, such as fingerprints or facial recognition data, depending on the nature of the Services provided.

3. Scope: This Policy applies to all individuals who visit the website or want to purchase the company products through the Company’s website, email or any platform related to the company.

4. How We Collect Information: We primarily collect personal data in the following circumstances:

  • Account Registration: when you create or access an account on our Website, - if any
  • Online Purchases: when you complete transactions through our Website, - if any. 
  • Promotional Engagement: such as participation in contests or promotional offers. 
  • Communications: when you contact us for customer support or inquiries. 

Tracking Technologies: including cookies and similar technologies used to enhance user experience and analyze Website usage.

5. Use of Information: We use the information collected for the following purposes:

  • Transaction Processing: to process orders, confirm payments, and deliver products and Services- if any. 
  • Service Improvement: to personalize user experience and analyze usage data to improve our products and Services. 
  • Communication: to respond to inquiries, provide technical support, and send updates regarding orders or new offerings. 
  • Marketing and Advertising: to send promotional communications, product updates, or marketing materials (subject to your prior consent where required). 

Legal Compliance: to comply with applicable laws and regulations, including fraud prevention and legal investigations

6. Protection of Personal Data: We implement appropriate technical and organizational security measures to protect your personal data against unauthorized access, loss, alteration, or disclosure. Such measures include encryption technologies and advanced security systems to safeguard data processed electronically.

7. Disclosure of Information: We do not sell or share your personal data with third parties except in the following circumstances:

  • Service Providers: we may share your data with third parties such as logistics providers or payment processors solely to facilitate transactions or deliver our Services. 
  • Legal Requirements: we may disclose your personal data where required by law or where necessary to protect our rights, property, or the rights of our customers. 

Affiliates: we may share data with our subsidiaries or business partners in accordance with this Policy.

8. Your Rights in your personal data: In accordance with Egyptian Personal Data Protection Law, you have the following rights:

  • Right of Access: to request access to your personal data held by us. 
  • Right to Rectification: to request correction of inaccurate or incomplete data. 
  • Right to Erasure: to request deletion of your personal data where it is no longer necessary. 
  • Right to Restrict Processing: to request limitation of processing in certain circumstances. 
  • Right to Object: to object to the processing of your personal data in certain cases. 

Right to Data Portability: to request transfer of your personal data to another controller in a structured, commonly used, and machine-readable format.

9. Acknowledgment and Consent: By submitting your personal data to the Company, the user acknowledges that they have read and understood this Policy and consent to the collection, use, storage, transfer, and processing of their personal data for the purposes described herein, to the extent required under applicable law. Where consent is not the sole legal basis for processing, the Company may continue to process personal data on other lawful grounds as permitted under applicable legislation.

consent and Marketing Communications

By registering an account, placing an order, subscribing to our newsletter, or otherwise using our website or Application, you acknowledge that you have read and understood this Policy and consent to the collection, use, and processing of your personal data as described herein.

Where required by applicable law, your consent will be obtained through clear affirmative actions, including consent checkboxes during registration, checkout, newsletter subscription, or other relevant interactions.

You may withdraw your consent to receive marketing communications at any time by:

Clicking the "Unsubscribe" link included in marketing emails; or

Sending an email request to info@herostore.com.eg.

Withdrawal of marketing consent will not affect the lawfulness of any processing carried out before such withdrawal, nor will it affect processing required for contractual or legal purposes.

 

10. Children's Privacy: Our Website and Application are intended exclusively for individuals who are eighteen (18) years of age or older.

Individuals under the age of eighteen (18) are not permitted to create accounts, place orders, submit personal information, or otherwise use the Website or Application.

We do not knowingly collect personal data from minors. If we become aware that personal data has been collected from an individual under the age of 18, we will take reasonable steps to delete such information promptly without prior approval from the user.

If a parent or legal guardian believes that a minor has provided personal information to us, they may contact us at info@herostore.com.eg to request its removal.

 

11. Data Retention: The company retain personal data only for as long as necessary to fulfill the purposes outlined in this Policy or as required under applicable Egyptian law. When personal data is no longer required, unless:

  • The applicant requests in written through the below email mentioned in the point 18 – Contact to deletion of the data;

  • A deferent retention period is required or permitted by applicable law; or

  • Retention is necessary for the establishment, exercise, or defense of legal claims.

Upon expiration of the applicable retention period, personal data shall be securely deleted, destroyed, anonymized, or otherwise rendered irrecoverable without prior approval from the user.

 

12. User Account Deletion Procedure: Users may request deletion of their account and associated personal data by sending a request from their registered email address to  info@herostore.com.eg For security and identity verification purposes, users must provide:

A copy of a valid national identification card or passport; and

A recent personal photograph showing the user holding the same identification document.

Additional verification information may be requested where reasonably necessary to protect the account holder and prevent unauthorized deletion requests.

Upon successful verification, account deletion requests will be processed in accordance with applicable legal obligations and data retention requirements.

Certain information may be retained where required by law, tax regulations, fraud prevention requirements, dispute resolution obligations, or legitimate business interests.

13. Customer Rights Request Procedure: Data subjects may exercise their privacy rights by submitting a written request to:

Email: info@herostore.com.eg

Requests may include:

  • Access to personal data.
  • Correction or update of inaccurate data.
  • Deletion requests.
  • Restriction of processing.
  • Objection to processing.
  • Data portability requests.
  • Withdrawal of consent.

To protect the security of personal information, Hero may require identity verification before fulfilling any request. Verification may include:

confirmation of account ownership, government-issued identification, or additional supporting documentation where reasonably necessary.

We aim to respond to all valid privacy rights requests within thirty (30) calendar days of receiving a complete and verified request, unless a longer period is permitted or required by applicable law.

14. Third-Party Services and Technology Providers

To provide, operate, secure, and improve our Website, Application, and services, we may use trusted third-party service providers and technologies, including but not limited to:

Meta Pixel for advertising attribution, audience measurement, and marketing optimization.

Google Analytics for website analytics, performance measurement, and user behavior analysis.

TikTok Pixel for campaign tracking, audience insights, and advertising performance measurement.

WooCommerce, and related eCommerce plugins and integrations.

Paymob and authorized payment processing providers for secure transaction processing.

Shipping and logistics providers responsible for order fulfillment and delivery.

Brightery AI tools to enhance user experience, service quality, automation, personalization, and operational efficiency.

Microsoft Clarity heatmaps, session recordings, and behavioral analytics tools to improve website usability and user experience.

These service providers are contractually required to process personal data only for authorized business purposes and in accordance with applicable data protection laws.

15. Cookies and Tracking Technologies: We use cookies and similar tracking technologies to enhance user experience, including:

Essential Cookies: required for the proper functioning of the Website. 

Performance Cookies: used to analyze Website usage and improve functionality. 

Marketing Cookies: used to deliver personalized advertisements based on your interests. 

You may configure your browser to refuse cookies or alert you when cookies are being sent; however, this may affect certain functionalities of the Website.

16. Cross-Border Data Transfers: As Hero may operate in multiple jurisdictions, your personal data may be transferred to and processed in countries outside Egypt. In such cases, we ensure that appropriate safeguards are in place to protect your personal data in accordance with applicable laws.

17. Updates to this Policy: We reserve the right to amend this Policy at any time. In the event of material changes, we will notify you through the Website or other appropriate communication channels.

18. Contact Us: If you have any questions or concerns regarding this Policy or the handling of your personal data, you may contact us at: Email: info@herostore.com.eg

19. Policy amendment: Any revised version of this Policy shall be published through the Company’s official communication channels and shall become effective as of the date of publication unless otherwise stated, The User’s continued use of the Company's services after the publication of any amendments shall be deemed acceptance of such amendments, to the extent permitted under applicable law.

20. Compliance with Egyptian Data Protection Laws

The Company complies with the Egyptian Personal Data Protection Law (Law No. 151 of 2020) and ensures that all personal data collected is processed in accordance with the provisions of such law and related laws.