Privacy Policy

01About This Policy

Flower Hub Malaysia is an online floral marketplace operated by FAFA Malaysia Flower Hub, Business Registration No. 202603139235 (PG0588283-K). We connect customers with independent florists and merchants across Malaysia.

This policy applies to customers, order recipients, merchants and other users of our website, accounts, order services, merchant onboarding and customer support. Personal data is processed in accordance with Malaysia’s Personal Data Protection Act 2010, as amended from time to time.

02Personal Data We Collect

• Customers: name, email, telephone number, account details, address, order details, delivery date, card message and purchase history.
• Recipients: name, telephone number, delivery address and delivery instructions provided by the customer.
• Merchants: contact and store details, identity documents, SSM or business registration documents, bank details, product listings and fulfilment records.
• Transactions: payment method, amount, payment status, transaction reference, refunds, cancellations and disputes.
• Platform activity: customer service messages, reviews, uploaded content, IP address, device information, login records and cookie data.

We collect this information directly from you, from a customer placing an order for a recipient, from merchants and service providers involved in a transaction, or automatically when you use the Platform.

03How We Use Personal Data

We may use personal data to:

• Create, verify and manage customer and merchant accounts.
• Process orders, payments, refunds, merchant payouts and deliveries.
• Conduct merchant KYC, business verification and product review.
• Provide customer support and manage complaints, returns and disputes.
• Prevent fraud, account misuse and unauthorised transactions.
• Operate, analyse and improve the Platform.
• Maintain legal, tax, accounting and audit records.

Required fields must be completed accurately. Without the necessary information, we may be unable to verify an account, process an order or payment, arrange delivery or provide the requested service.

04Sharing and Payment Processing

Where necessary, personal data may be shared with:

• The merchant fulfilling the order and the relevant delivery provider.
• Payment gateways, banks and financial service providers.
• Website hosting, communications, analytics, security and other service providers.
• Professional advisers, regulators or authorities where required by law.

Merchants may use customer and recipient information only for the relevant order. We do not sell or rent personal data.

Payment credentials are processed by appointed payment providers. Flower Hub may receive the payment method, amount, status and transaction reference, but does not store complete card numbers, card security codes or online banking login credentials unless expressly stated otherwise.

05Cookies and Marketing

We may use essential cookies for account login, shopping cart, checkout, security and website operation, as well as analytics cookies to improve the Platform. You may manage cookies through your browser, but blocking essential cookies may affect website functions.

We may send promotions where you have provided consent or where permitted by law. You may unsubscribe at any time. Essential order, payment, delivery and security messages will continue to be sent where necessary.

06Security, Retention and Overseas Processing

We use reasonable administrative and technical safeguards to protect personal data. Access to identity and bank documents is restricted to authorised persons. However, no online transmission or storage system is completely secure.

Personal data is retained only for as long as necessary for orders, merchant management, disputes, fraud prevention and legal, tax or accounting requirements. When no longer required, it will be deleted, destroyed or anonymised where reasonably possible.

Some service providers may process data outside Malaysia. Where this occurs, we will take reasonable steps to ensure appropriate data protection.

07Your Rights and Choices

Subject to applicable law, you may request to:

• Access or correct your personal data.
• Withdraw consent or limit certain processing where applicable.
• Stop receiving direct marketing communications.
• Ask questions or raise a concern about your personal data.

We may verify your identity before handling a request. Withdrawing consent may affect our ability to continue providing certain services.

If you provide another person’s details as an order recipient, you confirm that you are authorised to provide those details for order fulfilment and delivery.

08Policy Updates

We may update this policy when our services, business practices or legal requirements change. The latest version will be published on this page with its effective date. Third-party websites and payment providers have their own privacy policies, which should be reviewed separately.

09Contact Us

Contact us for access or correction requests, withdrawal of consent, marketing opt-out requests or other privacy concerns.