Privacy policy
Effective 2 September 2026. Version 1.0.
This policy explains what personal information NuEraX collects, why we collect it, who we share it with, how long we keep it, and how you can access or delete it. It applies to the NuEraX mobile app, the seller dashboard, and this website.
1. Who we are
NuEraX is operated by GTLC FZE, Business Centre, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates. In this policy, "we", "us" and "NuEraX" mean GTLC FZE.
For anything about your personal information, contact info@nuerax.io.
2. Who can use NuEraX
NuEraX is for people aged 18 and over. We do not knowingly collect personal information from anyone under 18. If we learn that an account belongs to someone under 18, we close it and delete the associated personal information.
3. What we collect
Information you give us
- Account details. Name, username, email address, mobile number, password, profile photo, country and preferred currency.
- Marketing consent. Whether you have agreed to receive marketing email or messages.
- Delivery details. Postal addresses in your address book, and the recipient name and contact number for each order.
- Seller application details. Business name, trade licence or business registration details, categories you intend to sell in, and the information you submit when you apply to sell.
- Identity and bank verification. Collected and held by Stripe, not by us. See section 5.
- Content you post. Live video and audio if you stream, chat messages, listing titles, descriptions and photos, reviews, and giveaway entries.
- Support and dispute information. Messages, photos and documents you send us when you contact support or raise a dispute.
Information created when you use NuEraX
- Bidding and transaction records. Every bid you place, with the amount, the item, and the exact server time it was received. Orders, payments, refunds, payouts and commission.
- Activity. Shows you watch, sellers you follow, items you view, searches, reminders you set, and users you block or report.
- Device and technical data. Device model, operating system, app version, language, IP address, and a device identifier used for push notifications.
- Diagnostics. Crash reports and error logs.
- Analytics. Aggregated usage data about how the app is used.
What we never collect
We do not collect or store your full card number, CVC, or bank account credentials. Card details are entered directly into Stripe's payment sheet and are held by Stripe. We do not collect your contacts, photo library, precise GPS location, or health data.
4. Why we use it
| Purpose | Information used |
|---|---|
| Create and secure your account, sign you in | Account details, device data |
| Run live shows, auctions and chat | Content you post, activity, device data |
| Determine the winner of an auction and create the order | Bidding records, account details |
| Take payment, pay sellers, issue refunds | Transaction records, account details |
| Deliver orders | Delivery details, order details |
| Verify sellers and meet know-your-customer obligations | Seller application details, verification held by Stripe |
| Moderate content, investigate reports, enforce our rules | Content you post, activity, reports, support messages |
| Detect and prevent fraud, including bid manipulation | Bidding records, transaction records, device data |
| Send transactional notifications, such as outbid alerts and delivery updates | Account details, device identifier, activity |
| Send marketing, only if you have agreed | Account details, marketing consent |
| Fix problems and improve the product | Diagnostics, analytics |
| Meet tax, accounting, consumer protection and other legal obligations | Transaction records, account details |
Where the law requires a lawful basis, we rely on performing our contract with you, our legitimate interests in running a safe marketplace, your consent for marketing and for access to your camera and microphone, and compliance with legal obligations.
5. Who we share it with
We do not sell your personal information and we do not share it with advertisers or data brokers. We share it only with the service providers we need to run NuEraX, and only for the purpose listed.
| Provider | Purpose | What they receive |
|---|---|---|
| Stripe | Payments, seller identity verification, payouts | Name, email, payment and payout details, transaction records, seller verification documents |
| Google Cloud and Firebase | Hosting, database, authentication, push notifications, analytics, crash reporting | All account and platform data held on our infrastructure, device identifiers |
| LiveKit | Live video and audio streaming | Live stream audio and video, connection data |
| Resend | Transactional email | Email address, message content |
| Twilio | SMS verification codes | Mobile number |
| Sentry | Error monitoring | Diagnostics, device data, account identifier |
| Aramex, EasyPost and delivery carriers | Shipping and tracking | Recipient name, delivery address, contact number, tracking number |
We also share information in these situations:
- With sellers. When you win or buy an item, the seller receives your username, the recipient name, delivery address and contact number, and the order details. Sellers do not receive your email address, card details or purchase history with other sellers.
- With other users. Your username, profile photo, reviews, chat messages and the fact that you are the high bidder are visible to other people in a live show.
- Where the law requires it. To regulators, tax authorities, law enforcement or a court, where we are legally obliged to disclose or where it is necessary to establish or defend a legal claim.
- On a sale of the business. To a buyer of NuEraX or its assets, subject to this policy continuing to apply.
6. Where your information is held
NuEraX runs on Google Cloud infrastructure. Your personal information may be stored and processed in data centres operated by Google Cloud, which may be outside your country, and by our other service providers in the countries where they operate, including the United States and the European Union. Where information leaves the United Arab Emirates or Australia, we rely on our providers' contractual data protection commitments and standard contractual clauses.
7. How long we keep it
| What | How long |
|---|---|
| Account details and profile | Until you delete your account, then removed within 30 days |
| Live chat messages | Up to 90 days after the show ends |
| Live stream recordings | Up to 90 days after the show ends |
| Bid records | Retained permanently in an append-only log, in an anonymised form after account deletion |
| Orders, payments, refunds, payouts, commission and tax records | At least 5 years after the transaction, as required by UAE and Australian tax and record-keeping law |
| Dispute records and evidence | At least 5 years after the dispute closes |
| Suspension and ban records | Retained to stop banned users returning |
| Diagnostics and analytics | 90 days |
Why bid records are kept. Auction integrity depends on a record that cannot be altered or removed after the fact. When you delete your account, your identity is detached from the bid log: your username is replaced with an anonymous reference and the bid amounts and times remain. This means the record of a past auction stays accurate for the seller, the winner, and any dispute.
8. Your rights and choices
You can, at any time:
- Access the personal information we hold about you and ask for a copy.
- Correct anything inaccurate, directly in the app for most fields, or by contacting us.
- Delete your account and personal information. See Delete your account.
- Withdraw consent to marketing, in your notification settings or by using the unsubscribe link in any marketing email.
- Turn off push notifications, camera access and microphone access in your device settings.
- Object or complain about how we handle your information.
To exercise any of these, email info@nuerax.io. We respond within 30 days.
If you are in the United Arab Emirates, you may complain to the UAE Data Office. If you are in Australia, you may complain to the Office of the Australian Information Commissioner at oaic.gov.au. We ask that you contact us first so we can try to resolve it.
9. Security
Access to personal information is restricted to staff who need it, and every administrative action is recorded in an audit log. Data is encrypted in transit. Payment and identity verification data is handled by Stripe and never stored on our systems. No system is completely secure, so we also ask you to use a strong, unique password and to keep it private.
10. This website
This website uses only the cookies needed to serve the pages. It does not use advertising or tracking cookies.
11. Changes to this policy
If we change this policy we will post the new version here with a new effective date. If the change materially affects how we use your personal information, we will tell you in the app or by email before it takes effect.
12. Contact
GTLC FZE, Business Centre, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates
info@nuerax.io