Privacy Policy

At Toy Souk, we are committed to protecting the privacy and security of our customers’ personal data. This Privacy Policy explains how we collect, use, and protect your personal data in accordance with the laws and regulations of the United Arab Emirates (UAE).

Introduction

Toy Souk is an ecommerce marketplace that allows customers to purchase toys and other products from various sellers. We are committed to providing a safe and secure online shopping experience, and we take the protection of our customers’ personal data very seriously.

Personal Data We Collect

When you use our website or services, we may collect the following types of personal data:

  • Contact information: name, email address, phone number, and physical address
  • Payment information: credit card numbers, expiration dates, and security codes
  • Order information: details about the products you purchase, including quantities and prices
  • Browsing history: information about the pages you visit on our website and the products you view
  • IP address: the IP address of the device you use to access our website
  • Cookie data: information about the cookies we use to track your browsing history and preferences
  • Chatbot conversations: messages you send to Buddy the Bear, our AI shopping assistant (see the dedicated section below)

How We Use Your Personal Data

We use your personal data for the following purposes:

  • To process your orders and deliver products to you
  • To communicate with you about your orders, including sending you order confirmations and shipping updates
  • To provide you with personalized recommendations and offers based on your browsing history and purchase behavior
  • To improve our website and services, including troubleshooting and testing
  • To comply with UAE laws and regulations, including those related to consumer protection and data protection
  • To respond to your inquiries and provide customer support

Buddy the Bear — Our AI Shopping Assistant

Buddy the Bear is an AI-powered chat assistant on our website that helps you find toys and answers questions about our store. This section explains exactly what information is involved when you chat with Buddy.

What Buddy collects and processes:

  • Your chat messages. The messages you type (for example, a child’s age, interests, or your budget) are processed in real time so Buddy can suggest suitable products and answer your questions.
  • A random session identifier. Your browser stores a randomly generated session ID (not your name or account) in its local storage for up to 24 hours. This lets your conversation continue as you browse between pages and helps us apply fair-usage limits and track which products Buddy has already shown you.
  • Conversation history in your own browser. Your recent chat is saved in your browser’s local storage for up to 24 hours so the conversation survives page refreshes. This history lives on your device, not on our servers. You can clear it at any time by pressing the “New chat” (↻) button in the chat window or by clearing your browser data.
  • Your IP address, used only to apply fair-usage rate limits and protect the service from abuse.
  • Optional feedback. If you tap 👍 or 👎 on a reply, we record that rating.
  • Discount codes. Buddy may occasionally offer a time-limited discount code during a conversation; if issued, the code is linked to your anonymous session.

How chatbot data is processed and shared:

  • To generate replies, your chat messages are sent securely to our artificial intelligence service provider, OpenAI, which processes them on our behalf. Messages are also matched against our product catalog to find real, in-stock items.
  • Our chatbot service is hosted on secure cloud infrastructure. Temporary session data and short-term technical information are held in protected server memory storage.
  • We retain aggregated, anonymous usage statistics about the chatbot (such as the number of conversations, response times, language used, and overall satisfaction ratings) for up to 90 days to monitor quality and improve the service. These statistics do not identify you.
  • We do not use your chatbot conversations for advertising, and we do not sell them to anyone.

Please note:

  • You do not need to provide any personal information to use Buddy. We ask that you do not share sensitive personal data (such as payment details, ID numbers, or health information) in the chat — Buddy never needs it, and will never ask for it.
  • Buddy is an automated AI assistant. While we have designed it to be accurate and honest, its answers are generated automatically and may occasionally contain mistakes. For order-specific or account-specific matters, Buddy will direct you to our human support team, and official store policies (such as returns and shipping) are always governed by the policy pages on this website.
  • Our website and chatbot are intended for use by parents and adult shoppers. Children should use the website, including the chatbot, only with the supervision of a parent or guardian.

Data Sharing with Sellers

As a marketplace, we share your personal data with sellers who fulfill your orders. We require sellers to comply with our data protection policies and procedures, and to protect your personal data in accordance with UAE laws and regulations.

Payment Processing

We use payment processors to facilitate transactions on our website. When you make a payment, we collect your payment information and share it with the payment processor to complete the transaction. Payment information is never shared with or processed by our chatbot.

Data Protection and Security

We take the protection of your personal data very seriously, and we have implemented various measures to ensure its security and confidentiality. These measures include:

  • Encryption: we use encryption to protect your personal data when it is transmitted over the internet, including your chatbot messages
  • Access controls: we limit access to your personal data to authorized personnel only, and administrative access to our systems is protected by two-factor authentication
  • Data backups: we regularly back up your personal data to prevent loss or corruption
  • Secure servers: we store your personal data on secure servers that are protected by firewalls and other security measures

Your Rights

Under UAE law, you have the right to:

  • Access your personal data: you can request a copy of your personal data at any time
  • Correct your personal data: you can request that we correct any inaccuracies in your personal data
  • Erase your personal data: you can request that we erase your personal data in certain circumstances
  • Restrict processing: you can request that we restrict the processing of your personal data in certain circumstances
  • Object to processing: you can object to the processing of your personal data in certain circumstances

These rights also apply to data connected with your use of our chatbot. You can additionally clear your local chatbot conversation yourself at any time using the “New chat” (↻) button or your browser settings.

Compliance with UAE Laws and Regulations

We comply with applicable UAE laws and regulations, including:

  • Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL)
  • Federal Decree-Law No. 34 of 2021 on Combatting Rumors and Cybercrimes
  • Dubai Law No. 1 of 2007 on Electronic Transactions and Commerce

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or to comply with changes in UAE law. We will notify you of any changes by posting an updated version of this policy on our website.

Contact Us

If you have any questions or concerns about this Privacy Policy, including anything related to our chatbot, please contact us at privacy@toysouk.com

Governing Law

This Privacy Policy is governed by and construed in accordance with the laws of the United Arab Emirates.

Language

This Privacy Policy is written in English, and any translations are for convenience only. In the event of any conflict between the English version and any translation, the English version shall prevail.

By using our website or services, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy.

Last Updated

This Privacy Policy was last updated on July 2026.