Privacy Policy – VitaMeals

01Information We May Collect

VitaMeals may collect information that the user provides directly, including:

• Name.
• Telephone number.
• Email address.
• Delivery address.
• City, street, and house number.
• Account information.
• Order and purchase details.
• Delivery notes.
• Notes regarding allergies or dietary restrictions that the customer chooses to provide.
• Correspondence with customer service.
• Marketing consents.
• Data on the use of points, coupons, and referrals.
• Payment information and payment status, without this meaning that VitaMeals retains full card details.
• Any other information the user provides voluntarily.

02Information Collected Automatically

When the website is used, technical information may be collected automatically, such as:

• IP address.
• Device and browser type.
• Operating system.
• Pages visited.
• Time and date of use.
• Visit source.
• Session identifiers.
• Cookies.
• Error and security logs.
• Approximate location data, where available and permitted.

This information is used to operate, protect, and improve the website and to understand its performance.

03Purposes of Use

The information may be used for the following purposes:

• Creating and managing accounts.
• Completing orders.
• Processing payments.
• Coordinating delivery.
• Communicating with the customer.
• Sending order confirmations and updates.
• Handling complaints and enquiries.
• Managing cancellations and refunds.
• Managing points, rewards, coupons, and referrals.
• Detecting fraud and misuse.
• Protecting the website and accounts.
• Complying with legal and accounting requirements.
• Improving products, services, and the user experience.
• Analysing website performance.
• Sending marketing where consent or another required legal basis exists.
• Defending legal rights and claims.

04Allergy and Health-Related Information

The customer may choose to enter a note relating to a food allergy, a dietary restriction, or a condition relevant to their order.

VitaMeals does not ask the user to provide more medical information than is needed to handle the order.

This information is used to try to understand the customer's request, communicate with them, and manage the order.

Providing it does not mean that VitaMeals offers a medical diagnosis or guarantees that a meal is suitable for the customer's health condition.

Users should not send medical information that is not needed.

05Is Providing Information Mandatory?

Some information is necessary to complete an order, such as the name, telephone number, and delivery address.

If the user does not provide the necessary information, VitaMeals may be unable to:

• Create the account.
• Fulfil the order.
• Process the payment.
• Arrange the delivery.
• Respond to the enquiry.

Consent to marketing is optional and is not a condition for completing an ordinary order.

06Payment

Payments may be processed through external payment service providers.

The payment provider may receive the card or payment method details directly, in accordance with its own policy.

VitaMeals may receive limited information, such as:

• Payment status.
• Transaction amount.
• Transaction reference.
• Payment method type.
• A limited number of final card digits, where the provider makes this available.
• The success or failure of the transaction.

VitaMeals uses payment data only to complete the transaction, prevent fraud, manage refunds, and meet legal obligations.

07Sharing of Information

VitaMeals may share information, to the extent necessary, with external parties, including:

Delivery company

The following may be shared:

• The customer's name.
• Telephone number.
• Delivery address.
• Access instructions.
• Information necessary for the delivery.

The delivery company receives only the information necessary to carry out the delivery and manage the related contact, and may retain some of it in accordance with its own legal obligations and policies. VitaMeals endeavours to select appropriate service providers, but does not fully control the independent systems of external parties.

Payment providers

Data necessary for executing, verifying, and managing payments is shared or processed.

Hosting and database providers

Information may be processed through infrastructure, cloud storage, and website operation providers.

Communications providers

The telephone number and necessary message content may be shared with WhatsApp, SMS, or email providers, in order to send operational messages or permitted marketing messages.

AI reply-suggestion provider

When an authorised VitaMeals staff member asks for a suggested reply inside our messaging inbox, the text of that conversation (recent messages and the message being answered), together with a limited, already-redacted order and menu context, may be sent to Anthropic, PBC, an artificial-intelligence service provider that processes data only on VitaMeals' instructions. Anthropic processes this text solely to generate a suggested reply for VitaMeals staff. Every suggestion is reviewed by a human before anything is sent; the AI never sends a message to you by itself, and it has no access to send one. Anthropic does not receive these conversations for advertising purposes, and VitaMeals does not use them for advertising.

Professional service providers

Information may be disclosed to accountants, lawyers, advisers, or technical support providers, to the extent necessary and under appropriate obligations.

Authorities and legal bodies

Information may be disclosed where required by law, a court order, or a request from a competent authority, or to protect rights and security and prevent fraud.

Change of business structure

Information may be transferred as part of a merger, acquisition, sale of business, or reorganisation, with appropriate measures taken to protect it.

VitaMeals does not sell personal information independently for money as a data-trading activity.

08Operational Messages (WhatsApp, Instagram, Messenger)

VitaMeals may use WhatsApp, SMS, email, or telephone calls to send service-related messages, such as:

• Login or verification codes.
• Order confirmation.
• Payment status.
• Delivery time.
• Coordination with the customer.
• Changes or issues.
• Responses to enquiries.

These messages form part of performing the service and are not necessarily considered marketing messages.

Message data may be processed through the WhatsApp platform provider or an external communications provider.

When a person contacts us through Instagram Direct or Facebook Messenger, we receive from Meta the message content, the display name, the platform account identifier and the time it was sent. This information is used for one purpose only: answering and serving that customer, and it is read and answered by a human member of the VitaMeals team. Instagram and Messenger messages are not used for marketing, are not sold, and are not shared with any third party for advertising purposes. To request deletion, see our [Data Deletion](https://www.vitameals.co.il/data-deletion) page.

09Marketing

If the user has consented to receiving marketing, VitaMeals may use their contact details to send:

• Offers.
• Discounts.
• News.
• Product launches.
• Promotional campaigns.
• Marketing reminders.

Messages may be sent via WhatsApp, SMS, or email, according to the consent given and the available channels.

Marketing consent is optional.

You may unsubscribe through:

• The instructions contained in the message.
• Replying with an opt-out request, where available.
• Contacting us via WhatsApp.
• Sending a request to vitameal.ad@gmail.com.

Updating the systems may take a reasonable operational period.

Opting out of marketing does not prevent necessary messages relating to an existing order, payment, delivery, account, or enquiry.

10Cookies

The website may use cookies and similar technologies for the following purposes:

• Operating the website.
• Maintaining the session.
• Remembering user preferences.
• Protecting accounts.
• Completing the shopping cart.
• Measuring performance.
• Analysing usage.
• Detecting errors.
• Preventing fraud.
• Marketing, where marketing tools are activated and subject to the required consent.

Some cookies may be essential for the website to function, while analytics or marketing cookies are optional, depending on the tools used and legal requirements.

The user can control certain cookies through browser settings or through a consent tool that may appear on the website.

Disabling essential cookies may prevent parts of the website from functioning properly.

11Analytics and Advertising Tools

VitaMeals may use third-party analytics, measurement, or advertising tools.

The tools actually in use depend on the website's configuration at the time of the visit.

These tools may collect technical identifiers and information about the device, the visit, and interaction with pages.

This Policy and the consent interface must be updated whenever a new tool is added that collects or shares data for analytics or advertising purposes.

This section does not mean that all analytics or advertising tools are currently in place; the published version must match the tools actually activated on the website.

12Storage and Processing of Data Outside Israel

The website may use cloud, communications, or payment service providers whose servers or processing operations are located outside Israel.

Information may be transferred to other countries in accordance with the service providers' arrangements and applicable legal requirements.

VitaMeals takes reasonable steps to use service providers that apply appropriate protection measures.

13Retention Period

VitaMeals retains information for as long as necessary for the purposes for which it was collected, including:

• Fulfilling orders.
• Managing accounts.
• Customer service.
• Fraud prevention.
• Accounting and tax obligations.
• Protecting legal rights.
• Compliance with the law.

Retention periods may vary according to the type of data and its purpose.

Information may be deleted or anonymised when no longer needed, unless there is a legitimate legal or operational reason to retain it.

14Information Security

VitaMeals takes reasonable technical and organisational measures to protect information against:

• Unauthorised access.
• Unlawful use.
• Alteration.
• Loss.
• Leakage.
• Destruction.

Depending on the nature of the system, these measures include restricting permissions, protecting accounts, updating systems, monitoring, and backups.

No electronic means can guarantee absolute security; therefore, the complete prevention of every security incident cannot be guaranteed.

15The User's Security Responsibilities

The user is responsible for:

• Protecting their device.
• Keeping login codes confidential.
• Not sharing verification codes.
• Using contact details under their control.
• Reporting any suspicious activity to VitaMeals.

Payment details or sensitive passwords must not be sent through insecure messages.

16User Rights

Subject to applicable law, the user may have the right to request:

• Access to their information.
• Correction of inaccurate or outdated information.
• Deletion of information in the cases determined by law.
• The cessation of marketing messages.
• Objection to certain uses.
• Information about the processing of their data.

Not all rights are absolute, and VitaMeals may refuse or limit a request where retaining the information is legally required or necessary to protect legitimate rights.

VitaMeals may require verification of the requester's identity before acting on a request.

17Account Deletion

Where the website allows account deletion, this may disable the user's access to it.

VitaMeals may continue to retain certain records after account deletion, such as:

• Invoices.
• Order records.
• Payments.
• Complaints.
• Fraud-prevention records.
• Information required by law.

Account deletion does not necessarily mean the immediate deletion of every backup or legal record.

18Children's Data

The website is not specifically directed at children.

Minors should not provide personal information or place an order without the consent of a parent or guardian.

If it emerges that a child's information was collected inappropriately, VitaMeals can be contacted to examine its deletion or restriction.

19Links and Third Parties

The website may contain links to, or integrations with, external parties.

Data processing by those parties is subject to their own policies.

Users are advised to review the privacy policy of every external service they use.

20Records and Documentation

VitaMeals may keep records of orders, consents, correspondence, and security events, for the purposes of:

• Evidencing transactions.
• Customer service.
• Fraud prevention.
• Protecting rights.
• Legal compliance.
• Handling disputes.

Records may include the time of consent, the text of the consent, the manner in which it was given, and the related technical information.

21Changes to This Privacy Policy

This Policy may be updated due to:

• Changes in the law.
• The addition of services.
• Changes of service providers.
• The addition of technical tools.
• Changes in processing methods.
• Improvements to protection and clarity.

The updated version will be published on the website together with its last-updated date.

If a change is material and requires notice or renewed consent under the law, VitaMeals will take the appropriate step.

22Governing Law

This Policy is governed by the laws of the State of Israel.

This Policy does not derogate from mandatory rights established by law.

23Contact and Privacy Requests

For privacy-related enquiries or requests, you may contact us via WhatsApp on the number published on the website, or at:

vitameal.ad@gmail.com

A request must include sufficient information to identify the requester and the type of request.

VitaMeals may request reasonable additional information to verify identity and protect the user's information from disclosure to an unauthorised person.