Privacy Policy

This Privacy Policy explains how Makana.com collects, uses, stores, shares, and protects personal information when you visit our website, use our services, contact us, buy or sell equipment, participate in auctions, submit inquiries, use our tools, or interact with us through phone, email, WhatsApp, forms, chat, or other communication channels.

Makana.com is operated by Makana Technologies LTD, a company registered under Dubai International Financial Centre (DIFC) regulations, and is a sister company to Makana Machinery FZE | مكانا للمكينات م م ح.

Our principal place of business is located at:

MO0332, Jebel Ali Free Zone Authority, Jebel Ali, Dubai, United Arab Emirates

Makana Machinery FZE License Number: 171543113
TRN: 105034219300003
Privacy contact: hello@makana.com

In this Privacy Policy, “Makana,” “makana.com,” “we,” “us,” and “our” refer to Makana Technologies LTD, Makana Machinery FZE, and their relevant teams, systems, and service providers involved in operating Makana.com.

1. Information we collect

We may collect the following categories of information depending on how you use Makana.com.

Account and profile information

This may include your name, email address, phone number, login details, account preferences, saved searches, watchlists, inquiries, bids, offers, purchases, and account activity.

Buyer information

When you inquire about, bid on, reserve, or purchase equipment, we may collect information such as your name, phone number, email address, company name, job title, country, city, billing details, delivery details, payment status, offer history, bid history, purchase history, signed documents, invoices, and communication records.

For buyers purchasing as a company or entity, we may collect trade license details, VAT certificate details, TRN, company address, and related tax or transaction information.

For individual buyers, we may collect identity documents where required. UAE residents or nationals may be asked to provide an Emirates ID copy. Non-UAE individuals or export buyers may be asked to provide a passport copy.

Seller information

When you sell, list, consign, auction, or offer equipment through Makana.com, we may collect seller details such as name, company name, company address, contact person details, phone number, email address, trade license, VAT/TRN details, identity documents, bank or payout details, proof of ownership, customs documents, equipment registration documents, serial numbers, VIN/chassis numbers, equipment photos and videos, inspection records, signed agreements, commission records, and payout records.

Not all seller or buyer information is required in every case. The information requested depends on the transaction, seller or buyer type, equipment type, legal requirements, and operational requirements.

Payment and transaction information

We use online payment gateways such as Stripe to process payments, deposits, and refunds. We do not store full payment card numbers on Makana systems. Online payment gateways may provide us with payment status, transaction references, limited payment method details, refund status, and related transaction information.

We generate quotations, invoices, and transaction documents using our own internal tools.

Equipment and listing information

We collect and process equipment-related data, including equipment make, model, year, category, specifications, condition, location, pricing, availability, inspection details, photos, videos, ownership information, documents, serial numbers, chassis numbers, and listing history.

Identity, tax, and compliance documents

Depending on the transaction, we may collect Emirates ID copies, passport copies, trade licenses, VAT certificates, TRN details, ownership records, customs/export information, and other documents needed for tax, compliance, transaction, audit, legal, or regulatory purposes.

These documents are usually sent to us through WhatsApp, email, or other communication channels and uploaded either automatically or manually by our team.

Communications

We collect information you send to us through website forms, email, phone calls, WhatsApp, chat, social media, support requests, inquiry forms, surveys, and other communication channels.

This may include message content, attachments, voice notes, call records, inquiry details, support history, and follow-up notes.

Call recordings

Calls made through our Ziwo call center system may be recorded for quality, training, security, dispute-resolution, and record-keeping purposes.

Only calls made through Ziwo are recorded. We do not generate call transcripts. Recordings are linked to HubSpot where relevant. Call recordings are retained for a set period of time up to our discretion unless a longer period is required for legal, dispute-resolution, security, or compliance purposes.

WhatsApp and CRM information

We use a unified WhatsApp number for customer communication. WhatsApp messages are automatically synced to HubSpot CRM where relevant. Sales and customer-facing teams may access WhatsApp conversations to respond to inquiries, manage leads, and support transactions.

Attachments may be received through WhatsApp, including documents, images, or other files. Where needed, these may be automatically or manually uploaded to Makana systems for transaction, tax, compliance, or operational purposes.

Usage, analytics, and device information

When you use Makana.com, we may collect technical and usage information such as IP address, browser type, device type, operating system, pages viewed, listings viewed, searches, filters, clicks, session activity, referral source, approximate location, and interaction history.

We use Google Analytics 4 (GA4), Google Signals, User-ID tracking, remarketing features, Google Ads audience features, HubSpot tracking, Meta advertising/retargeting tools, cookies, pixels, tags, logs, and similar technologies.

OTP and authentication information

We may use OTP verification for security and account-related purposes. OTP messages may be generated and delivered through local telecommunications providers such as du and etisalat.

AI tool input and output information

We use OpenAI and internally embedded AI tools for machinery-related data generation, including equipment descriptions, specifications, translations, summaries, listing content, and operational content.

Our current AI backend connection is used for data generation purposes and is not connected to the frontend user experience. We do not intentionally send customer personal data, payment data, identity documents, or sensitive buyer/seller information to these AI tools.

AI outputs are machinery-related and reviewed by humans before use.

We may also use Google Gemini, Grok, Microsoft Copilot, and other AIs and LLMs for internal productivity purposes and future frontend features.

Chatbot and ChatGPT app information

Where available, users may interact with Makana.com through chatbot features or a ChatGPT app. These tools may process prompts, listing searches, equipment filters, inquiry details, callback information, listing availability, pricing information, and generated responses.

The chatbot or ChatGPT app may allow users to search listings, view pricing or availability, and submit inquiries. Users will not be required to authenticate with Makana inside ChatGPT unless this changes in the future.

If a user provides contact details through a chatbot or ChatGPT app for callback or inquiry purposes, that information may be stored as an inquiry and synced to our internal system and HubSpot for follow-up by our sales or customer support teams.

2. How we collect information

We collect information in the following ways:

• Directly from you when you create an account, submit a form, send an inquiry, place a bid, make an offer, buy or sell equipment, contact us, or send documents.
• Through our website, cookies, analytics tools, tracking technologies, logs, and platform activity.
• Through communication channels such as phone, email, WhatsApp, chat, social media, and support requests.
• From sellers, buyers, brokers, logistics contacts, inspection teams, finance teams, and transaction parties.
• From service providers and other systems used to operate Makana.com.
• From internal teams who manually upload or enter transaction, compliance, listing, or communication information based on their interactions with you.

3. How we use your information

We use personal information for the following purposes.

To operate Makana.com

We use information to provide website access, account features, equipment listings, search tools, inquiries, saved searches, watchlists, bidding, offers, buying, selling, auctions, quotations, invoices, inspections, logistics support, and customer service.

To manage buyer and seller transactions

We use information to process inquiries, verify buyer or seller details, manage offers, bids, deposits, payments, refunds, invoices, ownership records, delivery details, tax requirements, customs/export requirements, and transaction records.

To verify documents and support compliance

We use identity, trade license, VAT/TRN, ownership, customs, and transaction documents to verify users, meet tax obligations, support export or customs requirements, prevent fraud, resolve disputes, and comply with applicable laws or regulator requests.

To process payments, deposits, and refunds

We use online payment gateways such as Stripe to process payments, deposits, and refunds. We use payment status and transaction references to confirm payments, issue refunds, complete transactions, reconcile accounts, and maintain financial records.

To communicate with you

We use contact information and communication records to respond to inquiries, arrange callbacks, send quotes, confirm bids or purchases, provide customer support, arrange inspections or logistics, send transaction updates, and respond to privacy or support requests.

To record and manage calls

We may record Ziwo calls for quality, training, security, dispute-resolution, and record-keeping purposes.

To manage CRM and sales operations

We use HubSpot to manage contacts, forms, leads, sales activity, WhatsApp communication records, customer history, workflows, lead scoring, marketing emails, ads tracking, website tracking, and related customer relationship management activities.

To improve Makana.com

We use analytics and usage information to understand how users interact with the website, improve listings, search filters, page performance, user experience, marketing campaigns, product features, platform reliability, and technical performance.

To personalize content and advertising

We may use browsing activity, listing views, searches, saved preferences, and inquiry history to show relevant equipment, recommendations, content, reminders, and advertising.

We may use Meta and Google advertising tools for measurement and retargeting. We do not upload customer lists to advertising platforms for audience matching.

To operate AI and automation tools

We use AI tools for machinery-related content generation, listing support, translation, summarization, and operational assistance. AI-generated outputs are reviewed by humans before use.

Where chatbot or ChatGPT app features are available, we may process user prompts, listing searches, callback details, inquiry information, and tool-generated responses to provide the requested functionality.

To protect Makana.com and users

We use information to detect fraud, prevent unauthorized access, secure accounts, monitor suspicious activity, investigate misuse, enforce our terms, protect listings, protect transactions, and maintain platform security.

To meet legal, tax, accounting, audit, and regulatory obligations

We may use and retain information where required for tax records, accounting, audits, dispute resolution, legal claims, government requests, customs/export requirements, regulatory reporting, or compliance with applicable laws.

4. Cookies, analytics, and tracking technologies

We use cookies, pixels, tags, logs, analytics tools, and similar technologies to operate Makana.com, remember user preferences, keep accounts secure, measure performance, understand user behavior, improve listings and content, and provide relevant advertising where permitted.

These technologies may collect information such as IP address, device type, browser type, pages viewed, listings viewed, searches, filters used, clicks, session activity, referral source, approximate location, and advertising interactions.

We currently use tools including Google Analytics 4, Google Signals, Google Ads audience features, HubSpot tracking, and Meta advertising/retargeting tools.

Our cookie banner allows users to accept, reject, or manage cookie preferences. Analytics and marketing cookies are loaded after consent.

Users can also control cookies through their browser settings. Disabling some cookies may affect website functionality.

5. AI tools, integrations, and tool inputs/outputs

Makana uses AI tools and integrations to support machinery-related data generation and platform operations.

Current AI usage is backend/internal and focused on machinery data. Inputs may include machine specifications, inspection details, listing details, technical information, equipment descriptions, and other machinery-related data.

Outputs may include product descriptions, technical summaries, translations, specification text, listing content, equipment summaries, and other machinery-related content.

We do not intentionally submit customer personal data, identity documents, payment data, or unnecessary buyer/seller information to AI tools.

All AI-generated machinery content is reviewed by humans before being published or used externally.

Where chatbot, ChatGPT app, API, or automation features are made available, tool inputs may include prompts, listing searches, filters, inquiry details, callback information, equipment preferences, and other information submitted by the user. Tool outputs may include listing results, availability, pricing information, generated responses, recommendations, and inquiry confirmations.

If a user submits contact details through a chatbot or ChatGPT app, we may store those details as an inquiry and follow up through sales or customer support. These inquiry records may be stored in our internal system and/or HubSpot.

We do not sell AI tool inputs or outputs. We do not use private AI tool inputs or outputs for unrelated marketing unless disclosed or legally permitted.

6. Who we share information with

We do not sell personal information.

We may share personal information with the following categories of recipients where necessary.

Makana companies and internal teams

We may share information between Makana Technologies LTD, Makana Machinery FZE, and relevant internal teams, including sales, customer support, operations, finance, management, marketing, technical, and compliance teams.

Service providers

We may share information with service providers that help us operate Makana.com, including:

• Technical aggregators for hosting, storage, backend infrastructure, OTP generation, and related technical services, as well as for website performance, security, and content delivery.
• Online payment gateways such as Stripe for payments, deposits, refunds, fraud prevention, and payment processing.
• HubSpot for CRM, forms, lead management, marketing, workflows, ads tracking, website tracking, WhatsApp/customer communication records, and sales operations.
• Ziwo for call center services and call recording.
• Google Analytics / Google Ads for analytics, measurement, remarketing, and advertising features.
• Meta / WhatsApp for customer messaging, WhatsApp communication, advertising measurement, and retargeting.
• Google, Microsoft, and/or OpenAI for machinery-related LLM and AI data generation.
• du and related telecommunications providers for OTP delivery and communication support.

Logistics, inspection, and operational partners

We may share limited information with logistics providers, customs clearance officers, inspection teams, yard teams, delivery providers, and operational partners where needed to arrange inspections, visits, transport, customs/export steps, or delivery.

Where possible, we do not share copies of sensitive documents with such partners. However, certain details such as trade name, TRN, license number, equipment details, or transaction references may need to be provided for tax, customs, logistics, or operational purposes.

Government authorities and regulators

We may share information with authorities, regulators, courts, law enforcement, tax authorities, customs bodies, free zone authorities, Dubai Trade and DP World, UAE Federal Tax Authority, or other government bodies where required by law, regulation, legal process, tax obligations, customs/export requirements, audit, investigation, or dispute resolution.

Professional advisers

We may share information with lawyers, auditors, accountants, consultants, insurers, and other advisers where necessary for legal, tax, accounting, audit, compliance, insurance, or business purposes.

Business transfer parties

If Makana is involved in a merger, acquisition, restructuring, financing, investment, sale, or transfer of assets, we may share information with relevant parties and advisers as part of that process, subject to appropriate safeguards.

7. International transfers

Makana is based in the United Arab Emirates.

Some of our service providers, systems, or business partners may process information in the UAE, the Middle East region, or other countries. We may also use technical and non-technical service providers and aggregators which may involve processing or storage outside the UAE depending on their infrastructure and service configuration.

Where personal information is transferred internationally, we take steps designed to protect it in accordance with applicable data protection laws, including contractual, technical, and organizational safeguards where required.

8. Data retention

We retain personal information only for as long as necessary for the purposes described in this Privacy Policy, unless a longer period is required or permitted by law.

As a general rule, we retain personal information for up to 2 years after the last interaction, unless a different period applies below or a longer period is needed for legal, tax, accounting, audit, dispute-resolution, fraud-prevention, transaction, security, or regulatory purposes.

• General inquiries, support messages, and non-transaction CRM records: Up to 2 years after last interaction.
• Account information: While the account is active and up to 2 years after account closure, unless longer retention is required.
• Website analytics data in GA4: 2 years based on current GA4 retention settings.
• Ziwo call recordings: 2 years, unless needed longer for disputes, legal, security, or compliance purposes.
• WhatsApp, email, and CRM communication records: Up to 2 years after last interaction, unless tied to a transaction or legal/tax requirement.
• Marketing contacts: Until unsubscribe, withdrawal of consent, or inactivity cleanup. We may keep limited suppression records to avoid contacting opted-out users.
• AI machinery inputs and outputs: Up to 2 years, unless tied to listings, transactions, legal, or operational records.
• Equipment listing, inspection, photo, video, and technical records: Up to 2 years after listing removal, sale, or last activity, unless tied to transaction, dispute, legal, or audit requirements.
• Buyer/seller transaction records, invoices, quotations, deposits, refunds, VAT/TRN records, trade licenses, Emirates ID/passport copies, ownership documents, customs/export documents, and tax-supporting records: Up to 7 years where required for tax, accounting, audit, legal, transaction, or regulatory purposes.
• Security logs and fraud-prevention records: Up to 2 years, unless needed longer for investigations, claims, security, or legal purposes.

When information is no longer needed, we delete it, anonymize it, or securely archive it where deletion is not immediately possible.

9. Your privacy rights and controls

Subject to applicable law, you may have the right to:

• Access the personal information we hold about you.
• Request correction of inaccurate or incomplete personal information.
• Request erasure of personal information where applicable.
• Request restriction or cessation of certain processing.
• Withdraw consent where processing is based on consent.
• Object to certain processing, including direct marketing.
• Request transfer of your personal information where technically feasible and legally applicable.
• Object to certain automated processing where applicable.
• Opt out of marketing communications.
• Close or delete your account.

You can update some account information directly through your Makana.com account settings. You can delete your account from the frontend where this feature is available. You can also manage saved searches, watchlists, and certain account preferences through your account.

You can unsubscribe from marketing emails using the unsubscribe link in our emails. You may also opt out of WhatsApp marketing by contacting us or replying through the relevant communication channel.

To make a privacy request, contact us at:

hello@makana.com

Privacy requests are first received by our customer support team and then forwarded to our operations team for handling. We usually aim to respond within 1 to 7 business days.

We may need to verify your identity before processing a request. Some requests may be refused or limited where we need to retain information for legal, tax, accounting, audit, security, fraud-prevention, transaction, dispute-resolution, contractual, or regulatory reasons.

10. Marketing communications

We may send marketing emails, WhatsApp promotional messages, newsletters, campaign updates, retargeting ads, and other promotional communications where permitted by law or where we have the required consent.

You can opt out of marketing emails through the unsubscribe link in our emails. You can opt out of WhatsApp marketing by contacting us or replying through WhatsApp where available.

Even if you opt out of marketing, we may still send you service messages, transaction updates, account notices, legal notices, support replies, or security-related messages.

11. Security

We use reasonable technical and organizational measures to protect personal information against unauthorized access, loss, misuse, alteration, or disclosure.

These measures may include role-based access controls, two-factor authentication, access logs, internal permissions, secure hosting, restricted access to sensitive documents, employee offboarding controls, and operational security procedures.

Access to personal information is limited to teams that need it for their role, including sales, customer support, operations, finance, and management.

No online platform can guarantee absolute security. Users are responsible for keeping their login credentials confidential and notifying us immediately if they suspect unauthorized account access.

12. Sensitive documents and transaction records

Certain transactions require us to collect and retain sensitive documents such as Emirates ID copies, passport copies, trade licenses, VAT certificates, TRN details, ownership records, customs/export records, and transaction documents.

These documents are collected for purposes such as identity verification, tax compliance, transaction processing, export/customs requirements, accounting, audit, fraud prevention, dispute resolution, and legal compliance.

We restrict access to these documents internally. We do not normally share copies of these documents with external operational partners. However, certain information from these documents, such as trade name, TRN, license number, or transaction details, may need to be shared with customs, tax, logistics, regulatory, or operational parties where required.

13. Automated decision-making

Makana may use analytics, tracking, lead scoring, remarketing, recommendation tools, and AI-assisted systems to support marketing, sales, listing management, and platform operations.

We do not use automated processing to make decisions that have legal or similarly significant effects on users without human involvement.

14. Children’s privacy

Makana.com is intended for business users and adults involved in buying, selling, browsing, inspecting, transporting, or managing heavy equipment.

We do not knowingly collect personal information from children. If we become aware that we have collected personal information from a child without appropriate consent, we will take reasonable steps to delete it.

15. Third-party websites and services

Makana.com may contain links to third-party websites, platforms, payment pages, maps, communication channels, tools, or integrations.

We are not responsible for the privacy practices of third-party websites or services. Their handling of personal information is governed by their own privacy policies and terms.

This includes technical aggregators, online and off-line service providers and third-party services used to operate or support Makana.com.

16. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, tools, data practices, legal requirements, or operational processes.

When we update this Privacy Policy, we will revise the “Last updated” date at the top of this page. Where required, we may provide additional notice or request consent.

17. Contact us

For privacy questions, data requests, account deletion requests, correction requests, marketing opt-outs, or other privacy-related matters, contact us at:

hello@makana.com

Makana.com
MO0332, Jebel Ali Free Zone Authority
Jebel Ali, Dubai
United Arab Emirates