Last Updated: 06 Jul 2026
This Privacy Policy describes how Fafa Malaysia Flower Hub, the operator of Flower Hub Malaysia (“Flower Hub Malaysia”, “we”, “our”, or “us”), collects, uses, discloses, stores, and protects your personal data in accordance with the Personal Data Protection Act 2010 (PDPA) and any applicable amendments, regulations, or guidelines.
This Privacy Policy applies to personal data collected through our website, marketplace platform, vendor registration, customer accounts, product orders, delivery services, membership or reward programs, marketing activities, customer support channels, and any other related services operated by Flower Hub Malaysia.
By using Flower Hub Malaysia, registering an account, placing an order, submitting vendor information, or interacting with our platform, you acknowledge that you have read and understood this Privacy Policy.
We may collect the following categories of personal data directly or indirectly:
Identification Information
Full name, username, business name, vendor brand name, person-in-charge name, identification or business registration details where required.
Contact Information
Email address, mobile number, billing address, delivery address, recipient name, recipient contact number, and other contact details provided during order placement or registration.
Account Information
Login details, account preferences, saved addresses, membership status, reward activity, Petals balance, order history, review history, and account activity.
Transaction Information
Order details, product purchased, payment status, refund details, voucher use, reward redemption, invoice records, and purchase history.
Vendor Information
Vendor profile details, business location, delivery areas, bank account details for settlement, product listings, portfolio photos, product descriptions, pricing, availability, customer ratings, and fulfilment records.
Delivery Information
Delivery address, delivery date, delivery time preference, recipient details, delivery notes, proof of delivery, and delivery status.
Customer Support Information
Messages, complaints, refund requests, return requests, dispute details, photos, videos, feedback, and communication records.
Review and Uploaded Content
Customer reviews, product photos, videos, ratings, comments, and any content submitted to the platform.
Device, Website and Technical Information
IP address, browser type, device type, operating system, cookies, website activity, page views, referral source, and other analytics data.
Marketing and Preference Information
Newsletter subscription, campaign participation, survey responses, promotional preferences, and consent for marketing communications.
We may collect, use, and process your personal data for the following purposes:
Account registration and identity verification
Processing customer orders and payments
Coordinating delivery, collection, and fulfilment
Managing vendor registration, approval, listings, and settlements
Displaying product listings, vendor profiles, customer reviews, and marketplace content
Providing customer service and support
Handling complaints, refunds, returns, disputes, and order issues
Managing reward programs, vouchers, Petals, credits, and promotions
Sending order updates, delivery updates, platform notices, and service messages
Sending marketing and promotional communications where consent is given
Improving website performance, user experience, product recommendations, and platform functions
Conducting analytics, reporting, and internal business evaluation
Preventing fraud, misuse, platform bypass, fake orders, fake reviews, or suspicious activities
Complying with legal, regulatory, audit, tax, accounting, and compliance obligations
Protecting the rights, safety, and interests of Flower Hub Malaysia, users, vendors, and customers
Flower Hub Malaysia processes personal data with your consent, unless otherwise permitted or required by applicable laws.
You have the right to:
Request access to your personal data
Request correction of inaccurate or incomplete personal data
Request deletion of your personal data, subject to legal, operational, or regulatory limitations
Withdraw or restrict your consent where applicable
Opt out of marketing communications
Request information about how your personal data is used or disclosed
Lodge a complaint with the relevant personal data protection authority if your rights have been violated
Requests regarding personal data may be submitted to Flower Hub Malaysia through the contact details stated in this Privacy Policy. We may request verification of your identity before processing your request.
We take reasonable technical and organisational measures to protect your personal data from unauthorised access, misuse, loss, disclosure, alteration, or destruction.
These measures may include:
Secure access control
Password protection
Internal access restrictions
Secure payment processing through approved payment providers
Data storage safeguards
Vendor and staff confidentiality obligations
Regular review of platform security and data handling practices
Personal data will only be retained for as long as necessary to fulfil the purposes stated in this Privacy Policy, comply with legal obligations, resolve disputes, enforce agreements, and maintain business records.
When personal data is no longer required, we will take reasonable steps to delete, anonymise, or securely dispose of the data.
In the event of a personal data breach that may cause harm or significant risk to affected individuals, Flower Hub Malaysia will take reasonable steps to investigate, contain, and resolve the incident.
Where required by applicable law, Flower Hub Malaysia may notify the relevant personal data protection authority and affected individuals within the required timeframe.
We may also take corrective actions to prevent similar incidents from happening again.
We may disclose your personal data to third parties where necessary for the operation of Flower Hub Malaysia, including:
Vendors who need order details to prepare and fulfil customer orders
Delivery partners, couriers, riders, or logistics providers
Payment gateway providers and financial institutions
Technology service providers, hosting providers, system developers, analytics providers, and security vendors
Marketing service providers, advertising platforms, email or messaging providers
Customer support, dispute resolution, accounting, audit, legal, and compliance service providers
Government authorities, regulators, law enforcement agencies, or courts where required by law
Business partners involved in campaigns, collaborations, or promotions, where applicable and permitted
We only disclose personal data that is reasonably necessary for the relevant purpose.
Vendors and third-party service providers are expected to handle personal data responsibly and only for the purpose for which the data was provided.
As Flower Hub Malaysia is a marketplace platform, vendors may receive customer information that is necessary to fulfil orders.
Vendors may only use customer personal data for order preparation, delivery, customer communication related to the order, and issue resolution.
Vendors must not misuse, sell, share, copy, store unnecessarily, or use customer personal data for unrelated promotions, private orders, direct marketing, or platform bypass activities without approval.
Violation of this requirement may result in vendor account restriction, suspension, or termination.
Customers may submit reviews, ratings, photos, videos, comments, or feedback after completing an order.
By submitting such content, you allow Flower Hub Malaysia to display, use, and share the content on our website, product pages, vendor pages, social media, marketing materials, and related platform channels.
We may remove or moderate content that is false, abusive, misleading, discriminatory, irrelevant, offensive, or against platform policy.
If a customer does not wish for their uploaded photo or review to be used for marketing purposes, they may contact Flower Hub Malaysia to request removal, subject to reasonable processing time.
Flower Hub Malaysia may send marketing communications, promotional updates, campaign information, vendor highlights, product recommendations, vouchers, or reward-related updates where consent is given or where permitted by law.
Users may unsubscribe or opt out of marketing communications at any time by following the unsubscribe instructions or contacting us directly.
Service-related messages, such as order confirmation, payment updates, delivery updates, account notices, and policy updates, may still be sent as they are necessary for platform operation.
Our website may use cookies and similar tracking technologies to:
Improve website performance
Remember user preferences
Analyse website traffic and user behaviour
Support product recommendations
Measure marketing campaign performance
Improve platform security and user experience
Users may disable cookies through their browser settings. However, some website features may not function properly if cookies are disabled.
In certain circumstances, personal data may be transferred, stored, or processed outside Malaysia, including where our service providers, hosting providers, payment providers, or technology vendors operate in other countries.
Where such transfers occur, Flower Hub Malaysia will take reasonable steps to ensure that appropriate safeguards are in place and that personal data is protected in accordance with applicable data protection requirements.
Flower Hub Malaysia does not knowingly collect personal data from children under the age of 13 through our digital platform.
If we become aware that personal data of a child has been collected without appropriate consent, we may take steps to delete or restrict the data.
Where personal data of individuals under 18 is provided for order, delivery, recipient, or gifting purposes, the person providing the data confirms that they have the authority or consent to do so.
You are responsible for ensuring that the personal data you provide to Flower Hub Malaysia is accurate, complete, and up to date.
Please notify us promptly if there are any changes to your personal information, delivery details, contact details, vendor information, or payment settlement information.
Flower Hub Malaysia is not responsible for issues caused by inaccurate or incomplete information provided by users or vendors.
Our platform may contain links to third-party websites, payment gateways, delivery services, social media pages, or partner platforms.
Flower Hub Malaysia is not responsible for the privacy practices, content, security, or policies of third-party websites or services. Users are encouraged to review the privacy policies of such third parties before providing personal data.
If you have any questions, requests, or complaints regarding this Privacy Policy or your personal data, please contact:
Fafa Malaysia Flower Hub
Operator of Flower Hub Malaysia
Email:
WhatsApp:+6011 5658 0166
Flower Hub Malaysia reserves the right to update, revise, or modify this Privacy Policy from time to time.
Where significant changes are made, we may notify users through the website, email, WhatsApp, account notice, or other appropriate communication channels.
By continuing to use Flower Hub Malaysia after any update, you acknowledge and agree to the revised Privacy Policy.
