1. Who is responsible for your information

Iceworks Pro Trading LLC is the trading brand, the organisation responsible for the personal information described in this policy.

Registered address: Office 1304, Iris Bay Tower, Business Bay, Dubai, UAE

Privacy contact: info@iceworkspro.com

This policy covers iceworkspro.com, quotations, orders, delivery, warranty support and customer communications, including email and WhatsApp, for customers across the UAE and the GCC.

2. Information we collect

We collect information you provide, including your name, business name, email address, telephone or WhatsApp number, billing and delivery addresses, and relevant invoice or tax details.

We also collect machine requirements, quotation and order records, payment confirmations and communications needed to handle your enquiry or purchase.

For delivery and warranty support, we may collect site access details, machine model and serial number, service history, and photographs or videos of a reported problem. Please avoid sending unrelated personal information or identifying other people unnecessarily.

When you visit the website, our systems may record your IP address, browser, device, security logs and pages visited. Additional analytics or advertising information depends on the tools enabled and your cookie choices.

Payment providers collect the information needed to process payments. Please do not send full card details or security codes by email or WhatsApp.

3. Why we use your information

We use information to answer enquiries, recommend equipment, prepare quotations, administer orders, arrange delivery, issue invoices, and provide warranty and after-sales support.

Processing relies on the applicable legal basis for responding to your request or performing our agreement. We also process information to meet legal obligations and, where permitted, prevent fraud, maintain security and resolve disputes.

Where consent is required, we request it separately and record it. Declining optional consent does not prevent a purchase. Missing information necessary to fulfil an order may prevent us from completing it.

4. Marketing and customer content

Order and support messages are used to administer your enquiry or purchase.

Promotional messages are sent only where you have separately opted in and applicable law allows. You can withdraw marketing consent through an unsubscribe option, by replying STOP where available, or by contacting us.

We do not sell or rent personal information or share customer lists for another company’s own marketing.

Customer stories, filming and identifiable testimonials require separately agreed permissions. Placing an order is not permission to publish your name, image or personal details.

5. Who may receive information

We share the minimum information needed with providers that help us operate, including:

• Website hosting and IT providers.
• Payment processors.
• Delivery, freight and customs partners.
• Warranty and service providers.
• Manufacturers where technical diagnosis, warranty handling or parts supply requires it.

A delivery partner may need your delivery address and contact number. A manufacturer may need the machine’s serial number and fault information.

Analytics and advertising providers may receive website information according to your consent choices and applicable law.

Professional advisers or public authorities may receive information where necessary for advice, a dispute or a legal obligation.

We use appropriate contracts, confidentiality controls and lawful disclosure arrangements. Where consent is legally required for a disclosure, we obtain it first.

6. Cookies and website tracking

Essential cookies and similar technologies support security, forms, shopping baskets and remembering your choices.

Optional tools can measure visits or help assess advertising. Where enabled, these may include Yandex Metrica and Meta Pixel. Google Tag Manager may be used to manage website tags.

Non-essential analytics and advertising tracking is enabled only after the required consent. You can accept, reject or change optional choices through the website’s cookie controls.

Browser settings also allow you to remove or block cookies, although blocking essential cookies can affect website functions. The cookie notice identifies active providers, purposes and durations.

Cookie consent is separate from consent to receive marketing messages.

7. Storage, overseas processing and security

Our records are held in our business systems and by contracted providers, including hosting.

Delivery, technical support and provider operations may require processing in the UAE, other GCC countries or countries outside the GCC, including a manufacturer’s location.

We assess these transfers and apply the safeguards, contractual arrangements, notices and permissions required by applicable law.

We limit access to authorised people and use appropriate technical and organisational security measures.

No system is completely secure. Where an incident requires notification, we notify the relevant authority and affected people as legally required.

8. How long we retain information

Unconverted enquiries and quotations: normally up to 12 months after the last meaningful contact, unless you request an earlier deletion that we can lawfully fulfil or there is an active matter.

Orders, invoices and financial records: for the periods required by applicable tax, accounting and commercial laws. Personal information unnecessary for those records is removed earlier where possible.

Delivery and warranty records: throughout the applicable warranty or service relationship and normally up to 24 months afterwards, unless a legal obligation, recall, ongoing claim or dispute requires longer retention.

Website and marketing information: according to active cookie durations, documented security-log retention and your consent choices. Restricted opt-out records may be retained to prevent unwanted marketing.

Information is securely deleted or anonymised when its retention purpose ends. Backup copies are restricted and removed through the applicable backup cycle.

9. Your rights and complaints

Depending on applicable law, you may request information about our processing, access to or a readable copy of your information, correction, deletion, restriction of certain processing, or withdrawal of consent.

You may also object to certain processing, including direct marketing, where the law provides that right.

Contact info@iceworkspro.com with enough information to identify your request. We may verify your identity, explain any lawful restriction and respond within the applicable legal timeframe.

Withdrawing consent does not affect earlier lawful processing or processing required on another lawful basis.

You may also complain to the competent data-protection authority in the jurisdiction applicable to your information. For applicable Saudi processing, complaints may be submitted to SDAIA through the National Data Governance Platform.

10. External services, children and updates

External websites and services, including WhatsApp and payment-provider pages, have their own privacy notices.

Our services are intended for adults and business representatives. Contact us if a child has provided personal information so we can address it.

We update this page when our practices or legal obligations change, show the revised date, and provide any additional notice or consent request required by law.