Privacy Policy

01 Who we are and what this policy covers

Stitch2Stitch LLC FZ (also known as S2S Digitizing) provides embroidery digitizing, vector artwork and patch file design services, all delivered as digital files, to apparel decorators, embroidery shops and promotional product companies. We operate from Dubai, United Arab Emirates, and the United Arab Emirates is our country of domicile.

This policy covers the information we collect through our website, our client portal, the quote and contact forms, order emails and phone calls. It applies to customers, prospective customers and visitors. Our Terms and Conditions explain the rules for ordering and paying for our services.

02 Information we collect

We only ask for the information needed to quote, produce, deliver and support your orders.

• Contact and account details: your name, company name, email address, phone number, billing address and, if you register, your portal login details.
• Order details: design instructions, size, placement, fabric, stitch count, file formats, quotes, invoices, order history and the messages you exchange with our team.
• Artwork and files: the logos, images, sketches and reference files you upload or email to us.
• Payment information: when you pay by card, the payment is handled by our payment gateway. We receive the transaction reference, status, amount, currency and a masked card number (the last four digits only). We never receive or store your full card number, expiry date or security code. See section 04.
• Technical data: your IP address, browser and device type, the pages you visit and how you reached us, collected through cookies and server logs (see section 06).
• Feedback: reviews and testimonials you choose to give us, which we only publish with your permission.

03 How we use your information

We use your information to:

• prepare quotes, process and produce your orders, and deliver your files to you electronically;
• take payment, issue invoices and receipts, and detect and prevent fraud;
• provide customer support, free revisions and re-supply of your files;
• send order updates, payment confirmations and other service messages;
• send offers, tips and newsletters, but only if you have opted in, and you can unsubscribe at any time using the link in every email or by writing to us;
• improve our website, services and turnaround times;
• keep accounting and tax records and meet our legal obligations in the United Arab Emirates;
• protect our rights, our customers and our systems.

Your artwork is used only to produce your order. We do not reuse, resell or publish your designs, and we only show finished work in our portfolio with your written permission.

04 Payment security and card data

Online card payments are processed by our payment gateway partner on its secure, PCI DSS compliant payment page. Your card details are entered on and transmitted directly to the payment gateway; they are not passed on to any other third party and are never stored on our servers. We receive only the information needed to match the payment to your order: a transaction reference, the payment status, the amount, the currency and a masked card number.

The amount and currency shown at checkout are the amount and currency charged to your card and printed on your transaction receipt. Each order paid separately is a separate transaction and appears as a separate posting on your card statement. Please keep your payment confirmation emails as your record of each transaction.

05 Sharing your information

We never sell your personal information. We share it only with the parties needed to run our service:

• Payment gateway and banks to process your payments and refunds (see section 04);
• Email, hosting and file-storage providers that run our website, client portal and mailboxes;
• Professional advisers and authorities where the law, a court order or a regulator requires it, or to protect our rights or prevent fraud;
• A buyer or successor if our business is sold or merged, in which case this policy continues to apply.

These providers are only permitted to use your information to provide their service to us and must keep it secure.

06 Cookies

Cookies are small text files placed on your device by a website. Our website uses the following types of cookies and similar technologies:

• Essential cookies: keep you signed in to the client portal, remember what is in your order, protect forms against forgery and spam (including Google reCAPTCHA on our contact form) and keep the site secure. The site cannot work properly without them.
• Preference cookies: remember choices you make, such as a dismissed notice or a partially completed form, so you do not have to enter them again.
• Performance and analytics cookies: if we use analytics tools, they collect anonymised statistics about how visitors use the site so we can improve it. They do not identify you personally.
• Third-party content: embedded content such as YouTube videos, social media buttons and Google reCAPTCHA may set their own cookies, which are governed by the privacy policies of those providers.

You can control or delete cookies in your browser settings and choose to be warned before a cookie is set. Blocking essential cookies may stop you from signing in or completing an order.

07 How long we keep your information

• Account and order records are kept while your account is active and afterwards for as long as United Arab Emirates law requires us to keep accounting, tax and transaction records, and to handle any dispute or chargeback.
• Artwork and delivered files are kept so that we can re-supply, edit or re-digitize your designs on request. We delete them if you ask us to, unless we must keep them for legal reasons.
• Enquiries and messages are kept until your question is resolved and for a reasonable period afterwards.
• Marketing preferences are kept until you unsubscribe, so that we can honour your choice.

08 How we protect your information

We use encrypted (HTTPS) connections for the website and client portal, password-protected accounts, secure hosting, and access controls so that only team members who need your information to do their work can see it. Card payments are handled entirely by our payment gateway, as described in section 04.

We take every reasonable step to keep your information private and secure. However, no method of transmission over the internet or of electronic storage is completely secure, so we cannot guarantee absolute security. You are responsible for keeping your portal login details confidential and for telling us straight away if you think your account has been used without your permission.

09 Your rights and choices

Depending on where you live you may have some or all of the following rights, and we honour them for all customers wherever possible:

• ask for a copy of the personal information we hold about you;
• ask us to correct information that is inaccurate or incomplete;
• ask us to delete your information or your account, subject to any records we must keep by law;
• ask us to stop using your information for marketing, or object to other uses;
• withdraw consent you have given us, for example for publishing a testimonial or portfolio piece;
• receive your information in a portable format.

To exercise any of these rights, email info@s2sdigitizing.com from the address on your account. We may ask you to confirm your identity, and we aim to respond within 30 days. To stop marketing emails, use the unsubscribe link in any email or contact us.

10 Third-party websites and services

Our website links to other websites and services, such as our payment gateway and social media. We are not responsible for the content or the privacy practices of those websites, and this policy does not apply to them. Please review the privacy policy of any website you visit through a link from our site.

11 Age requirement

Our website and services are intended for businesses and adults. Customers who are minors (under the age of 18) shall not register as users of the website and shall not transact on or use the website. We do not knowingly collect personal information from anyone under 18. If you believe a minor has given us their information, contact us and we will delete it.

12 Changes to this policy

This policy may be changed or updated occasionally to meet legal, regulatory and business requirements. You are encouraged to visit this page frequently to stay informed about any changes. Modifications take effect on the day they are posted here, and the "Last updated" date at the top of the page will be revised. Continuing to use the website after a change means you accept the updated policy.

13 Contact us

If you have a question, request or complaint about your personal information or this policy, contact our team and we will help.

• Email: info@s2sdigitizing.com
• Phone: +1 928 297 0111
• Post: Stitch2Stitch LLC FZ, Falcon House Building, Dubai Investment Park First, Dubai, United Arab Emirates