Privacy Policy

Who is responsible

MAXIMILIAN PALACE JEWELLERY L.L.C (Dubai Commercial Licence No. 790136) is responsible for the personal data described in this Policy.

Privacy contact: contact@maximilianlondon.com.

Information we receive

When you contact us, we may receive:

• your name, username, phone number, profile details and platform identifier;
• your messages and any photographs, videos, voice notes or files you choose to send;
• transcripts of voice notes;
• message dates, conversation identifiers, delivery information and related technical records;
• information about the advertisement, link or referral that led you to us, where the platform provides it;
• details needed for an appointment, quotation, bespoke request, reservation, purchase, warranty or after-sales service.

If you follow a link from our Telegram channel, we receive referral information only where that information is transmitted through the link or destination platform.

Please do not send passports, identity documents, payment card details, medical information or other sensitive information through messaging services unless we specifically request it through an appropriate secure channel.

How and why we use this information

We use this information to:

• answer your enquiry and advise on jewellery and prices;
• arrange a visit to our boutique in The Dubai Mall;
• prepare a quotation or bespoke design;
• reserve or sell a piece at your request;
• provide warranty and after-sales service;
• keep our services secure, prevent misuse and maintain necessary records;
• comply with legal obligations and establish, exercise or defend legal claims.

Depending on the circumstances and applicable law, we process the information with your consent, to take steps at your request or perform a contract with you, to comply with law, or to protect legal rights. Where GDPR applies, we may also rely on our legitimate interests in providing requested customer service and protecting our systems, after considering your rights and interests.

We do not sell your messages or use them for marketing you have not requested. Where marketing consent is required, we ask for it separately. A WhatsApp service template used outside the platform’s customer-service window does not by itself enrol you in marketing.

Our advisors and AI-assisted tools

Our client advisors manage conversations through Maximilian Inbox. Access is limited by role and business need.

Software may help transcribe a voice note, translate a message, analyse a photograph of jewellery or suggest a draft reply. This may involve sending the relevant message text, transcript or jewellery photograph to our contracted AI or speech-to-text providers, including Anthropic.

A photograph you send may be analysed by these tools before anyone has looked at it, so please do not send passports or other identity documents through chat. If an analysed image turns out to show an identity document, the result is discarded and not stored.

AI suggestions are not sent automatically. A person reviews and sends every reply. We do not use this system to make decisions about you that produce legal or similarly significant effects.

Who receives the information

We share information only as needed with:

• Meta, for WhatsApp, Instagram and Facebook Messenger;
• Telegram, when you use its service or follow a Telegram link;
• Supabase, which hosts our database on secure cloud servers;
• Vercel, which hosts Maximilian Inbox and related web services;
• Anthropic and any contracted speech-to-text provider, for the limited assistance described above;
• professional advisers, payment providers, delivery partners or public authorities where necessary for your request or required by law.

Our hosting and AI providers process information under contractual terms and our instructions. Meta, Telegram and some other providers also process information for their own purposes under their own privacy policies and terms.

International transfers

Your information is processed on secure cloud servers of our providers, which may be located outside the UAE.

Where required, we use contractual obligations, data processing agreements and other appropriate safeguards intended to protect personal data during these transfers. You may contact us for more information about the safeguards relevant to your data.

How long we keep information

We do not keep personal data for longer than necessary for the purposes described above.

Our retention schedule is:

• general enquiries that do not lead to a quotation, reservation, order or transaction: we delete the full message content and associated media one year after the last interaction. If the enquirer already has a customer record, we may keep a brief summary of the products requested and the questions asked for up to three years after the last interaction. The summary contains no message text, contact or payment details and no copies of media. We do not create a customer record solely to keep such a summary;
• conversations connected with a quotation, reservation, bespoke order or purchase: for as long as needed to serve you, provide warranty and after-sales service, and meet legal requirements;
• warranty, after-sales and legally required records: for the applicable warranty or statutory retention period;
• security and access logs: up to one year;
• residual backup copies: removed in the normal backup cycle;
• records of privacy and deletion requests: as long as needed to demonstrate that we handled them.

Information may be retained longer where required by law or reasonably necessary for a dispute, fraud investigation or legal claim. It will then be restricted to that purpose.

If Instagram tells us that you have unsent or deleted a message, we delete the corresponding active copy from Maximilian Inbox where it can be identified, subject to legal retention requirements and the normal expiry of backup copies.

Security

We use technical and organisational measures designed to protect personal data, including role-based access and controls appropriate to the nature of the information. No online service can guarantee absolute security.

Children

Our services are not directed to children. A person who is not legally able to make a purchase should contact us through a parent or guardian. If you believe a child has sent us personal data without appropriate permission, please contact us so that we can review and, where appropriate, delete it.

Your rights and data deletion

Depending on applicable law, you may ask us to:

• explain what personal data we hold and provide a copy;
• correct inaccurate or incomplete information;
• delete information;
• restrict or object to processing;
• provide eligible information in a portable format;
• stop direct marketing;
• withdraw consent where processing is based on consent;
• review any decision based solely on automated processing.

These rights may be subject to legal exceptions, including record-keeping, warranty, fraud prevention and legal claims.

Send your request to contact@maximilianlondon.com with the subject “Privacy request”. Tell us which platform you used and the username or phone number needed to locate the conversation. Do not email a password, identity document or full payment card number. We may request proportionate information to verify that the request concerns you.

We will respond without undue delay and within the period required by applicable law. If deletion cannot be completed in full, we will explain the reason where the law allows us to do so.

Where Meta offers a data deletion control for Maximilian Inbox, you may also submit a request through your Facebook or Instagram settings. Meta may then send the request to our data deletion system. You may still contact us directly by email.

You may also complain to the competent data protection authority where applicable.

Cookies and analytics

Cloudflare Web Analytics helps us understand site use without placing analytics cookies. Google Analytics and Meta Pixel load only after the relevant cookie consent.

If enabled, Google and Meta may receive online identifiers, IP and device or browser information, page views and interaction events. We do not intentionally include private message content, payment card details or documents in analytics events. You can decline optional analytics and advertising cookies or change your choice through “Cookie settings”.

Changes to this Policy

We may update this Policy when our services, providers or legal obligations change. The current version and its effective date will remain available on this page. Where a change materially affects how we use personal data, we will provide an appropriate notice.

Contact

Privacy questions and requests:

contact@maximilianlondon.com

MAXIMILIAN PALACE JEWELLERY L.L.C

Dubai Commercial Licence No. 790136

Unit GF-272, The Dubai Mall, Downtown Dubai

PO Box 29792, Dubai, United Arab Emirates