Privacy Policy

1. About this Privacy Statement

This Privacy Statement includes our:

• Privacy Collection Notice, which includes information about our collection and handling of your personal information when you order or purchase products (including medicines) or make a booking to receive health services; and
• Privacy Policy, which explains how we collect and manage your personal information, including the purposes for which we collect and use your information, and the types of organisations we share it with. It also explains how you can access and correct the personal information we hold about you, and how you can make a complaint about our handling of your personal information.

On occasion, we will provide you with a supplementary privacy notice which relates to a specific type of collection of personal information. Please read this Statement and any supplementary privacy notice provided to you and contact us if you have any questions regarding how we handle your personal information.

Business Partners

In this Privacy Statement, we refer to ‘Business Partners’. This term describes the service providers that help us run our business. It also includes Chemist Warehouse franchisees and Marketplace Sellers who sell products on www.chemistwarehouse.ae.

Depending on how you engage with us, including the product or service you order from us, and whether directly with us or with the support of a Business Partner, some or all of this Privacy Statement may be relevant to you. For example, if you order certain medicines online through our Website, you will need to create a patient profile for yourself, or another person that you order medicines for, so our pharmacy Business Partners can make sure the medicine is suitable for the patient.

2. About Chemist Warehouse UAE

We are committed to protecting your privacy and personal information in accordance withFederal Decree-Law No. 45 of 2021 regarding the Protection of Personal Data (UAE Data Protection Law)and other applicable data protection and health-related laws and regulations in the United Arab Emirates.

3. How and when do we collect your personal information?

We collect most of your personal information directly from you, whether electronically via our Website, via email, or over the phone.

For example, we collect your personal information from you when you interact with us to:

• visit our Website and browse products, place an order, book a vaccination appointment, enter a competition, opt-in to receive direct marketing communications from us, or provide us with health information necessary to ensure a medicine you’re ordering is suitable for you;
• provide us with feedback or make a complaint;
• chat with us online, email us, do business with us, or otherwise interact with us.

We may also collect your personal information if we infer or generate information about you based on your transactions, preferences, and behaviors, including through the use of data analytics.

When you visit and interact with our Website, we use cookies, tags, pixels, and other tracking technologies to collect your personal information. For more information, please refer to our Cookies, Pixels and Tracking Technologies Privacy Notice.

Our pharmacy Business Partners may collect personal information from you in person when you visit a Chemist Warehouse store. They may also collect your information for safety and security purposes, including via use of video surveillance devices in store.

4. What personal information do we collect and hold?

The personal information (including sensitive information) about you that we may collect and hold will depend on the products and services we provide to you and the nature of your interactions with us.

We list below the types of personal information about you that we collect and hold, together with examples of what these may include.

For most products

• Personal and contact details. For example, your name, residential and delivery address details, contact telephone number, and email address.
• Transactional information. For example, records of your orders and other purchases including your payment method, payment currency, delivery method, shipping type, order identifier and the category, type and quantity of products or services purchased.
• Preference information. For example, your preference to receive or not receive direct marketing communications from us, and how you wish to receive such communications, e.g., email, SMS, or online targeted advertising.
• Interaction and behavioral information. For example:
• Your interactions with us, including your queries and complaints.
• Pages viewed and Browse behavior on our website.
• How you navigate through our Websites and interact with our webpages, including search terms and fields completed in forms.
• For more information on how we deal with your interaction and behavioral information, please refer to our Cookies, Pixels and Tracking Technologies Privacy Notice.
• Digital information. For example, the date and time of your visits to our webpages, geographic location information, information about the device you use to visit our website (such as your tablet or mobile device) including device identifier, browser type and operating system, session identifier, user identifier, logged-in status, IP address you are using, and geolocation where you provide permission in your device settings.
• Publicly available information: For example, we may collect information about you from Chemist Warehouse pages on social media platforms if you publicly comment, but we will never ask you to supply personal information over any social media platform on which we have a presence and use, such as Facebook, Instagram, or X.

For certain medicines and other health services

If you order certain medicines or make a booking to receive a health service such as a vaccination, we may also collect and hold the following types of personal information about you:

• Personal details. For example, your gender and date of birth.
• Government identifiers. For example, your Emirates ID details, health insurance details, and other relevant government-issued health identifiers required for medical services in the UAE.
• Health information. For example, details of any allergies to medicines, details of any medical conditions, details of medications you take, whether you are pregnant or breastfeeding.
• Prescription information. For example, e-prescription tokens and paper prescriptions you provide to us to keep on file, as per UAE health regulations.
• Other sensitive information. If you choose to provide such information, in accordance with applicable UAE laws.
• Preference information. For example:
• Your preference for generic medicines or brand name medicines.
• Your preference to receive periodic immunization booking availability reminders or communications about your eligibility to receive a vaccination under relevant UAE health programs, and how you wish to receive such communications.
• Your health professional team. For example, the name, practice address, and contact details of your general practitioner.

5. Why we collect and hold your personal information

For most products

We may collect and hold your personal information to help us run our business and serve you better, including for the purposes listed below.

• Sell, deliver, and provide products and services to you. For example:
• provide you with the products and services you have ordered or requested directly from us, including with the support of our Business Partners;
• answer your questions and resolve your complaints;
• provide updates on the delivery of products you’ve ordered.
• Promote our products and services. For example, where you agree or we are permitted by law:
• to send you direct marketing communications about products and services we believe may be of interest and value to you;
• for online targeted advertising onsite and via third-party websites and social media platforms.
• Improve your experience, and our marketing and other communications. For example, to understand your interests and preferences so we can tailor our online experience, digital content, and our communications to you.
• Security and prevention of fraud or other criminal activity. For example, to:
• prevent, detect, and investigate suspicious, fraudulent, criminal, or other activity that may cause you, us, any of our Business Partners, or others harm, including in relation to our products and services;
• verify your identity to ensure an online order is collected by, or delivered to, you, or a personal information access request has been made by you.
• Legal and regulatory compliance. For example, to share information with law enforcement, regulators, and government agencies as required by UAE law.

For certain medicines and other health services

If you order certain medicines or make a booking to receive a health service, we or a pharmacy Business Partner may also collect and hold your personal information, including health information, for the following purposes:

• Provide products and services to you. For example:
• We may collect sensitive information necessary to provide a health service, such as when we collect health information so our pharmacy Business Partners can make sure the medicine is suitable for you or the person for whom it has been prescribed.
• A pharmacy Business Partner will collect your paper or electronic prescription when you have ordered a prescription medicine online.
• Communicate with you about products and services. For example, we may contact you in the event of a recall of a product you have ordered from us.
• Inform you about health services. For example, where you agree or we are permitted by law, we may collect sensitive information about you to:
• let you know you may be eligible for a vaccination under a relevant UAE immunization program;
• send you communications about appointments for annual or periodic vaccinations from our pharmacy Business Partners.
• Legal and regulatory compliance. For example, to comply with legislative and regulatory obligations applicable to pharmacy Business Partners, such as maintaining records of medicines dispensed as per UAE health authority requirements.

6. Who we disclose your personal information to, and why

The list below explains who we may disclose your personal information (including sensitive information) to.

For most products

• Our related companies operating within the UAE or relevant jurisdictions that provide administrative, marketing, or other support services.
• Business Partners that help us run our business including:
• our pharmacy Business Partners for the purpose of fulfilling your order, including dispensing the medicine where applicable;
• our contractors and service providers such as IT providers, mailing houses, delivery partners, and cloud service providers for the purposes of:
• delivering your online order;
• helping us with our marketing and advertising activities;
• helping us to develop insights, conduct data analysis to improve our website, enhance our customer relationships and provide hosting services;
• identifying, investigating, or preventing fraud or other unlawful activity.
• Parties that facilitate transactions and payment services such as payment system participants and other parties who are involved in processing transactions such as credit or debit card issuers, mobile payments and digital wallet providers, and buy now pay later platforms.
• Authorized third parties: Third parties you have authorized to act for you (such as an executor or a person with power of attorney).
• Professional advisers such as our financial advisers, auditors, and legal advisers for the purpose of obtaining their professional services.
• Regulatory authorities, government entities or agencies, and law enforcement bodies where we are required or authorized by UAE law to do so.
• Investors and prospective purchasers: Companies or other persons who purchase or invest in, or may purchase or invest in, a part or all of our business or assets (including their advisors and representatives).

For certain medicines and other health services

• Pharmacy Business Partners may share your personal and health information with government entities and agencies, such as Ministry of Health and Prevention (MOHAP) or Dubai Health Authority (DHA), where it is necessary for purposes related to public health, patient safety, or as required by UAE health regulations. Pharmacy Business Partners may also collect, use, and disclose your information for the purpose of providing healthcare services to you in compliance with UAE health standards.
• Pharmacy Business Partners may disclose your personal information to third parties for a purpose directly related to your vaccine administration. For example, they disclose your personal information to relevant UAE health authorities and other third parties as required by law. They will seek your consent to upload your information to relevant health authorities for the purpose of assessing your eligibility for government-funded pharmacy programs in the UAE. If you do not consent, you may not be able to access such programs.
• We may disclose your personal information (including health information) to our related companies and administrative service providers that facilitate bookings for health services with pharmacy Business Partners and claiming payments for pharmacy programs funded by relevant UAE health authorities.

7. Dealing with us anonymously or using a pseudonym

Where it is lawful and practicable to do so, you may deal with us anonymously, for example, if you make an inquiry about our products and services generally. You may be able to receive healthcare services on a pseudonymous basis where permitted by UAE law. However, there may be consequences for you if you choose to use a pseudonym to receive healthcare services. For example, you may not be eligible to claim certain benefits or services that require identity verification.

8. What happens if you do not provide us with your personal information?

You do not have to provide us or our Business Partners with your personal information in relation to our products and services. However, we may not be able to process your order, provide the product or service, assist with your inquiries, or respond to any complaint you make to us if you do not provide us with your personal information.

9. Laws that require or authorize us to collect, use and/or disclose your personal information

Certain laws require us or a pharmacy Business Partner to collect, use and disclose your personal information in particular circumstances, including:

• If you receive a vaccination, our pharmacy Business Partners are required to record your personal information, including government identifiers and details of the vaccination, as per UAE Ministry of Health and Prevention (MOHAP) regulations and other relevant health authority requirements.
• If you order a prescription medicine online through our Website, you must provide the paper prescription or e-prescription token to the pharmacy Business Partner who will dispense the medicine under UAE Federal Law No. 4 of 1983 concerning the Pharmacy Profession and Pharmaceutical Institutions, and other applicable health regulations.

Pharmacy Business Partners are also bound by the following laws and regulations:

• Relevant UAE health authority guidelines and regulations concerning patient data and medical records.
• Federal Decree-Law No. 45 of 2021 regarding the Protection of Personal Data (UAE Data Protection Law) and its executive regulations, governing the collection, use, and disclosure of personal data.

10. Collecting your personal information from others

For most products

From time to time, we may collect personal information about you from others. For example, we may collect your information from:

• Business Partners engaged by us or our related companies to provide financial, administrative, or other services to us, including payment services providers;
• Law enforcement, dispute resolution, statutory and regulatory bodies, and complaints resolution bodies as permitted by UAE law.

For certain medicines and other health services

If you’ve ordered certain medicines online from our Website, our pharmacy Business Partners may collect your personal information from a member of your healthcare team where the information is necessary to dispense the medicine and the information is collected in accordance with UAE Ministry of Health and Prevention (MOHAP) guidelines and professional codes of conduct.

11. Do we collect, use and disclose your personal information for direct marketing?

We may (and our pharmacy Business Partners may) collect, use and disclose your personal information to offer products and services we believe may be of interest and value to you, if you have given us permission to do so or we otherwise have your consent to do so. The products and services offered may be provided by us, other companies within the Chemist Warehouse Group or by one of our third-party partners. Products and services may be offered to you by various means such as email or SMS. If you no longer want to receive direct marketing communications from us, including offers we send about products and services offered by other companies within the Chemist Warehouse Group and our third-party partners, you can unsubscribe through the opt-out facility provided to you in each marketing message or go to our web page (https://www.chemistwarehouse.ae/contact-us) where you can email us, use our online web messaging function or call us. Our business hours are Monday to Friday, 8:00 AM to 8:00 PM GST.

We may also collect, use and disclose your personal information to communicate with you through social media platforms or online targeted advertising. For more information including how to manage your consent preferences, please refer to our Cookies, Pixels and Other Tracking Technologies Privacy Notice.

12. If you give us personal information about someone else

Before you provide another person’s personal information to us (for example, a family member), whether directly or with the support of a Business Partner, you must make them aware:

• that you will be doing this;
• of the contents of this Privacy Statement and any other relevant Privacy Notices; and
• that we will collect, use, and share their personal information in accordance with this Privacy Statement and any other privacy notices we give you.

13. If you are a representative of a patient, or a healthcare provider to a patient

Where you are a representative of a patient or a healthcare provider to a patient, this Privacy Statement will also apply to you where we collect and handle your personal information. For example, our pharmacy Business Partners may collect your personal information to contact you to discuss a medicine you’ve prescribed to a patient, or provide the product to the patient, such as when they have authorized you to collect the product on their behalf.

14. How we hold and protect your personal information

We store your personal information held in hard copy and electronic records in secure premises and systems or using trusted Business Partners.

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorized access, modification or disclosure including technical and organizational measures. We use technologies and processes such as identity and access management controls, network firewalls, encryption, and physical security to protect your personal information. All employees, including employees of our Business Partner pharmacies, are required to complete information security and privacy awareness training.

15. Sharing your personal information overseas

We may share your personal information (including sensitive information) outside the UAE to some of the types of recipients and for the purposes noted above (see Section 6 – ‘Who we disclose your personal information to, and why’), including our contracted service providers operating overseas, which are likely to be located in countries such as the United States, Singapore, Malaysia, the European Union, and the United Kingdom. We ensure that any such transfers comply with the UAE Data Protection Law and other applicable regulations, and that appropriate safeguards are in place to protect your data.

16. Accessing and correcting your personal information

You may request access to the personal information (including your sensitive information) that we hold about you. You can also ask for corrections to be made to it. To do so, please contact us using the contact details provided below.

We will seek to verify your identity before we allow access, or make changes, to your personal information.

There is no fee for requesting corrections to your personal information or for us to make those corrections. In some circumstances, we may charge you a reasonable amount for providing you access to your personal information to cover the costs of locating the information, copying it, and supplying it to you.

We are not required to provide you with access to your personal Information in certain limited circumstances, for example, where a court or tribunal order requires us to deny access, or if providing access would pose a serious threat to the life, health, or safety of any individual. There are also certain circumstances in which we are not required to correct your personal information, for example, where we are not satisfied that the information we have on record about you is inaccurate, out-of-date, incomplete, irrelevant, or misleading.

However, if we refuse to give you access to, or to correct, your personal information, we will give you a notice explaining our reasons (except to the extent it would be unreasonable or unlawful for us to do so) and provide you with information on how you can complain about our refusal.

17. Resolving your privacy complaints and concerns

If you wish to make a complaint about the way we’ve managed your personal information, you can lodge a written complaint with us using the contact details below. Please provide us with as much information as possible so we can investigate and respond.

We will do our best to respond to your complaint within 30 days of receiving your complaint. If we cannot respond within this timeframe, we will let you know.

If you are not satisfied with our response, you may have the right to lodge a complaint with the UAE Data Office or other relevant regulatory authorities, as provided for under the UAE Data Protection Law.

18. Contact us

Customer Service

To contact us, you can go to our web page (https://www.chemistwarehouse.ae/contact-us) where you can email us, use our online web messaging, or call us on our provided customer service number. Our business hours are Monday to Friday, 8:00 AM to 8:00 PM GST.

Privacy Officer

Email: privacy@chemistwarehouse.ae

Or via mail to our registered office address in the UAE (address will be provided upon request for official correspondence).

19. Changes to this Privacy Statement

We may update this Privacy Statement from time to time. An up-to-date version of this Privacy Statement is available at any time at https://www.chemistwarehouse.ae/help-centre/terms-and-policies/privacy-policy.

This Privacy Statement was last updated on July 1, 2025.