Privacy Policy & Payment Security

Last updated: 5 October 2026 · Applies to www.arabexkw.com, the merchant portal, the ArabEx driver app and ArabEx WhatsApp channels.

ArabEx Express (ARABEX EXPRESS FOR CONSUMER ORDERS DELIVERY CO. W.L.L.) is a licensed shipping and delivery company in the State of Kuwait. This policy explains what personal data we collect, why we collect it, how we protect it and what rights you have. By using our services you agree to this policy.

1. Data we collect

• Identity and contact data: name, mobile number, e-mail (for merchants: store name and account details).
• Shipment data: pickup and delivery addresses, parcel description, number of pieces, cash-on-delivery (COD) amount, tracking number and shipment status events.
• WhatsApp messages: when you contact us or we send you a notification on WhatsApp (our numbers +965 5533 4384 and +965 6777 0565) we keep the phone number, profile name, the content of the messages exchanged and their delivery status, because this is necessary to follow up your shipment and answer your questions.
• Location data: the driver's location during delivery (from the driver app) and the delivery location if you share it with us.
• Technical data: IP address, browser/device type and usage logs for security and fraud prevention.
• Payment data: amount, description and reference number only — we never collect or store card numbers, PINs or OTP codes.

2. How we use your data

• To perform the shipping and delivery service and to contact you about your order.
• To send shipment status notifications via WhatsApp or SMS (order received, out for delivery, delivery attempt, delivered).
• To answer your questions on WhatsApp or web chat — the first reply may come from an automated assistant that hands over to a staff member when needed.
• To issue invoices and statements to merchants and to process cash-on-delivery payments.
• To improve our service, analyse performance and comply with the laws and authorities of the State of Kuwait.

3. Who we share data with

• The merchant / sender: sees the delivery status of their shipment and the recipient details they provided to us.
• Carrier partners: for shipments outside Kuwait we pass the necessary shipment data to the executing carrier (e.g. SMSA, IW Express) to complete delivery.
• Meta Platforms (WhatsApp Business Platform): WhatsApp messages are transmitted through Meta's WhatsApp Business Platform under the WhatsApp Business Terms. We use data received from Meta's platform solely to provide our service; we do not use it for advertising and we do not sell it.
• UPayments payment gateway: online payments are processed exclusively by UPayments, licensed by the Central Bank of Kuwait (KNET, Visa, MasterCard, Apple Pay).
• Authorities: when required by a binding legal request.

We do not sell your data and we do not share it with third parties for their own marketing.

4. Data retention

• Shipment records and invoices: five years from the shipment date (accounting and legal requirements).
• WhatsApp and chat messages: up to 24 months after the last contact, then deleted or anonymised. Media files (images/documents): up to 90 days.
• Technical logs: up to 12 months.

5. How we protect your data

Data is transmitted over encrypted connections (HTTPS) and stored on protected servers with role-based access limited to authorised staff; staff only access customer conversations to the extent needed to handle the shipment. For payments you are redirected to the secure UPayments page and return to us with an official receipt.

6. Your rights

You may request access to, correction or deletion of your data, or opt out of notifications. See our Data Deletion page or contact us at ali@arabexkw.com or on WhatsApp +965 6777 0565. We respond within 30 days at most.

Our services are intended for adults (18+) and we do not knowingly collect children's data. We may update this policy from time to time and will publish the new date at the top of this page.

7. Company identity & contact

Legal name: ARABEX EXPRESS FOR CONSUMER ORDERS DELIVERY CO. W.L.L. (شركة ارابيكس اكسبرس لتوصيل الطلبات الاستهلاكية ذ.م.م) — Commercial Registration No. 522668, Commercial Licence No. 2025/7097, State of Kuwait — the entity verified with Meta
Group: member of the ArabEx Express group together with ARABEX EXPRESS FOR GENERAL TRADING CO. W.L.L. (Commercial Registration No. 425886 — owner of the ARABEX trademark); both companies share the same premises
Address: Al-Riggae, Block 2, Jadah 4, Nadi Al-Durar Building — Farwaniya Governorate, State of Kuwait
Activity: express shipping and delivery within Kuwait, the GCC and worldwide
Website: www.arabexkw.com
Customer service: +965 6777 0565 · E-mail: ali@arabexkw.com
Related pages: Terms of Service · Data Deletion