Privacy, merchant responsibility and customer trust—made simple.

1. Scope and roles

Ana Online is a SaaS ecommerce platform that enables independent merchants to create and operate their own online stores. The merchant remains responsible for the products, prices, descriptions, customer service, fulfilment, refunds, tax treatment and legal compliance of the merchant’s store.

Depending on the activity, Ana Online may act as a platform service provider processing data on behalf of the merchant, while the merchant determines why customer information is collected and how it is used for store operations.

2. Information we may process

• Merchant account information, business name, contacts, billing details and authorized staff accounts.
• Customer names, phone numbers, email addresses, delivery addresses and order information submitted through merchant storefronts.
• Product, inventory, order, payment status, shipping, support and communication records.
• Technical data such as IP address, device type, browser, session, security logs and cookie identifiers.
• Content merchants upload, including product images, descriptions, branding and marketing materials.
• Data generated when merchants use AI tools, social scheduling, email marketing, chat, analytics or integrations.

3. How information is used

• Provide, operate, secure and improve the Ana Online platform.
• Create storefronts, process orders and support fulfilment workflows.
• Enable payment, Cash on Delivery, domain, email, messaging, social media and logistics integrations.
• Provide customer support, fraud prevention, authentication, audit logs and service communications.
• Generate reports and analytics for the relevant merchant account.
• Meet contractual, accounting, tax, security and legal obligations.

4. Egyptian merchant responsibilities

Every merchant using Ana Online must provide accurate, clear and non-misleading information to customers. Merchants are responsible for:

• Displaying correct product descriptions, specifications, availability, prices, delivery fees and material terms.
• Displaying prices in a way that clearly explains applicable taxes, charges and delivery costs.
• Providing valid business and customer-support contact details.
• Publishing clear return, exchange, cancellation, refund, delivery and warranty terms appropriate to the merchant’s activity.
• Obtaining any consent required before sending promotional email, SMS, WhatsApp or social-media messages.
• Only uploading content, trademarks and images the merchant has the right to use.
• Protecting staff credentials, limiting account access and promptly reporting suspicious activity.
• Complying with Egyptian consumer-protection, data-protection, tax, advertising and sector-specific requirements.

5. Customer transparency and consumer rights

Merchants must treat customers fairly and provide the information needed to make an informed purchase. Ana Online may provide tools that help merchants publish required information, but responsibility for the store’s legal content and fulfilment remains with the merchant.

Where a customer dispute relates to a merchant’s product, delivery, refund or warranty, the merchant is the first point of contact. Ana Online may provide technical records or platform support but does not become the seller of the merchant’s products.

6. Online payments, Cash on Delivery and refunds

• Payments may be processed by third-party payment providers selected by the merchant.
• Ana Online does not store full payment-card numbers unless explicitly stated and lawfully implemented through a compliant provider.
• Cash on Delivery orders remain subject to the merchant’s confirmation, delivery, cancellation and return rules.
• Merchants must reconcile payment status, refunds, failed payments, chargebacks and COD collections with their chosen providers.
• Refund timing may depend on the merchant, payment gateway, issuing bank and applicable rules.

7. Marketing, WhatsApp, email and social publishing

Merchants using Ana Online marketing tools must only contact customers where there is an appropriate lawful basis or valid consent. Promotional messages must identify the merchant, avoid misleading claims and provide a practical opt-out method where required.

Scheduled posts, AI-generated text and automated campaigns must be reviewed by the merchant before publication. The merchant remains responsible for accuracy, offers, prices, claims and intellectual-property compliance.

8. Cookies and similar technologies

Ana Online and merchant storefronts may use essential cookies for login, security, cart and session functionality. Analytics, advertising or personalization cookies should be used in accordance with the merchant’s published notice and any consent requirements that apply.

9. Security, access and retention

Ana Online uses reasonable technical and organizational safeguards designed to protect platform information. No online system can guarantee absolute security. Merchants must use strong passwords, protect verification codes, remove former staff access and keep devices secure.

Data may be retained for as long as needed to provide the service, resolve disputes, maintain records, prevent abuse and meet contractual or legal requirements. Retention periods may vary by data type and merchant configuration.

10. Third-party services and international processing

Merchants may connect payment gateways, domain registrars, logistics companies, email/SMS providers, WhatsApp, Facebook, Instagram, AI providers, analytics tools and cloud services. These providers operate under their own terms and privacy practices.

Where information is processed outside Egypt, appropriate contractual, security and legal measures should be assessed before activation.

11. Access, correction and data requests

Customers should normally contact the merchant that operates the storefront to request access, correction, deletion or restriction relating to their order data. Ana Online will reasonably assist merchants with valid platform-level requests, subject to identity verification, legal retention duties and technical limitations.

12. Policy updates

Ana Online may update this policy when features, integrations, laws or business practices change. The effective date will be updated, and material changes may be communicated through the dashboard, website or registered merchant email.