Privacy policy

Privacy Policy

Help us create a better Challenger shopping environment.

To create a better experience, we may collect personal information such as your name, postal address, email address and telephone number. We may also collect optional profile information, including date of birth and gender.

How We Use Your Personal Data

We may collect, use, disclose and process your personal data for one or more of the following purposes:
•    To verify your identity.
•    To provide, deliver and administer the products, facilities and/or services requested by you.
•    To communicate with you regarding our products, facilities and/or services, including sending you news, updates, notifications, marketing communications, promotional offers, campaigns, events, rewards and other information that may be of interest to you (where permitted by applicable law).
•    To administer and manage marketing campaigns, promotions, contests, surveys and events in which you participate.
•    To conduct marketing, promotional and publicity activities.
•    To respond to your enquiries, requests, feedback and complaints, and to provide customer support.
•    To administer, maintain and manage your Challenger Account and/or ValueClub membership and our relationship with you.
•    To process payments, refunds and other financial transactions relating to the products and/or services provided to you.
•    To perform due diligence, identity verification, and other screening activities, where applicable.
•    To detect, prevent, investigate and respond to fraud, security incidents, unlawful activities or any breach of our terms and policies.
•    To comply with applicable laws, regulations, regulatory requirements, court orders, governmental requests, industry guidelines and other legal obligations.
•    To conduct internal business operations, including analytics, statistical analysis, research, financial reporting, regulatory reporting, risk management, audits, record-keeping, quality assurance and the review and improvement of our policies, procedures and business processes.
•    For any other purpose that is directly related, incidental or ancillary to the purposes set out above, or otherwise permitted or required under applicable laws and regulations.

Provision of Personal Data

You are required to provide the personal data that we reasonably request for the purposes described above. If you choose not to provide the necessary personal data, we may be unable to process your application or request, provide you with our products, facilities and/or services, fulfil our contractual or legal obligations, or establish and maintain our relationship with you. Where a field is marked optional, including date of birth and gender, you may choose not to provide it without affecting your ability to create a Challenger Account or ValueClub membership.

You can help by providing us with various kinds of information to help us serve you better, and ultimately improve Challenger for everyone. Below you'll find an explanation of some of the reasons we request information from you, as well as some details about how we obtain and use that information. Throughout this Privacy Policy, where we refer to your "personal information" means any information you provide to us about you. This includes: 

Where we collect your personal information

Customer relations
In order for a customer relations representative to respond to your questions or concerns, we may need personal information such as your name, email and telephone number. This information is used to answer your questions as completely and thoroughly as possible.

Challenger Account and ValueClub Membership
When you create a free Challenger Account, or sign up for or renew a ValueClub membership, we use the particulars you provide to administer your account or membership. A Challenger Account may provide access to the ValueClub App, order history, digital receipts, warranty information and app vouchers. Paid ValueClub members may also receive member prices, promotions, cashback and other applicable member benefits.

You may choose to provide optional profile information, including your date of birth and gender. We may use this information to understand our customer base, conduct demographic analysis and personalise your experience and benefits. Where relevant, it may also be used to tailor offers and communications in accordance with your marketing preferences.

Contest
When you participate in a contest, we may ask for personal information in order for us to identify and verify the winner of our contest. Regardless the reasons we collect your personal information for, we promise only to use it in the ways set out in this Privacy Policy. By providing us with your personal information, you consent to us advertising your win (if applicable) in all forms and media.

Information that we collect automatically
Many web surfers are concerned about their privacy and the use of "cookies" on the Internet. Cookies are small files that can be used to store information you have already provided. Cookies cannot be used to "steal" information about you or your computer system. Challenger website uses cookies to remember your preferences. For example, the website may remember which page you viewed, to make your next visit more convenient. Nevertheless, cookies can be disabled in your web browser's Internet Options.

Point of Sale
We request non-members who opt for an eReceipt to provide an email address for us to deliver the transaction receipt to. This email address will be used solely for transactional purpose only.

What we will do with your information

Challenger does not sell your personal information to third parties.

Occasionally, we do need to hire other companies to help us provide some services such as marketing assistance. We’ll limit the personal information we give them, and they will only have access to your personal information for the purposes of performing such functions. They are strictly monitored by Challenger in order to make certain our customers' privacy is always protected.

Disclosure and Transfer of Personal Data

We may disclose your personal data to third parties where necessary to fulfil the purposes described in this Policy, or where such disclosure is required or permitted by applicable law. Such third parties may include:
•    Our agents, business partners, vendors, service providers, representatives, contractors, subcontractors and other third parties engaged by us to provide products, services or perform functions on our behalf.
•    Banks, financial institutions, payment service providers and payment gateway operators for the purpose of processing payments and related transactions.
•    Our auditors, consultants, insurers, lawyers, accountants, financial institutions and other professional advisers.
•    Our holding company, subsidiaries, affiliated companies and related corporations.
•    Government agencies, statutory boards, regulators, law enforcement agencies, courts and other competent authorities, where disclosure is required or authorised by law.
•    Any other person or organisation where disclosure is necessary to establish, exercise or defend legal rights, or is otherwise permitted or required under applicable laws and regulations.

Facilitate Challenger Account and ValueClub benefits
The personal data you provide to us enables us to (a) create and manage your Challenger Account and, where applicable, ValueClub membership, (b) provide digital receipts, order history, warranty information and after-sales support, (c) track purchases, (d) provide app vouchers and account benefits, (e) allocate and redeem cashback and other ValueClub benefits, where applicable, (f) update you about relevant account or membership programmes and benefits, (g) improve our understanding of customer preferences, and (h) provide access to online.challenger.sg and the ValueClub App.

Marketing
If you provide any personal information to us, you give us permission to contact you for marketing purposes, which may include messages via post, telephone, SMS or email.

The information you provide will enable us to (a) track your purchase records, (b) allocate cashbacks according to your purchase records, (c) update you periodically about relevant programs through which you may earn cashbacks, and; (d) update our profiling of customer preferences so that we may be able to serve you better.

We will ensure that we only send you messages that we think will be of interest to you - for instance, the dates of our in-store sales, details of special offers or information about new products and services. If you do not want us to use your personal information to market to you, you can decide to opt out of these types of marketing messages at any time by changing the settings in your Profile or by following the unsubscribe link at the bottom of any email we send to you. 

Access and Correction Request
You have the right to request access to your personal data and to request corrections to any of your personal data that we hold.

∙ Access Requests: You may request to review your personal data and obtain information about how it has been used or disclosed within the year prior to your request.
∙ Correction Requests: You may request that we correct any errors or omissions in your personal data.
∙ Procedure: Please submit your request via our online request form. We may require verification of your identity before processing your request. Please note that a reasonable administrative fee may apply for access requests.

Withdrawal of Consent
You may withdraw your consent for the collection, use, or disclosure of your personal data for any purpose at any time.

∙ Procedure: Please submit your withdrawal request via our online request form.
∙ Impact: Once we receive your notice of withdrawal, we will cease the collection, use, or disclosure of your personal data as requested, unless otherwise required by law. Please be aware that withdrawing your consent may affect our ability to provide you with certain services, membership benefits, or to fulfill our contractual obligations to you.

Storing your information and keeping it up to date

Out of sight, but never out of reach
When you share your personal information with Challenger as a member, you will always have access to this information. Where you store a "Profile" on the website, you can amend the selected details stored in your account yourself.
 
Keeping it safe
We are committed to providing appropriate security controls to protect your personal information against foreseeable hazards. Making sure that your personal information is secure is very important to Challenger.

Retention of Personal Data

We will retain your personal data only for as long as it is necessary to fulfil the purposes for which it was collected, or as required or permitted by applicable laws and regulations. The retention of your personal data will be managed in accordance with Challenger's Personal Data Protection Policy, Data Retention Policy and Document Retention Policy.
Where appropriate, we may retain your personal data for a longer period where it is necessary to comply with legal or regulatory obligations, resolve disputes, establish or defend legal claims, enforce our contractual rights, or otherwise protect the legitimate interests of Challenger and/or our customers.
When your personal data is no longer required for the purposes for which it was collected, and we are no longer required by law or business needs to retain it, we will securely delete, destroy or anonymise your personal data in accordance with our retention policies and applicable legal requirements.

Accuracy of Personal Data

By providing us with your personal data, you confirm that, to the best of your knowledge, the information provided is true, accurate, complete and not misleading.
You are responsible for ensuring that the personal data you provide to us remains accurate and up to date. If there are any changes to your personal data, you should notify us as soon as reasonably practicable so that we may update our records accordingly.
We may rely on the personal data provided by you to deliver our products and services, administer your account and comply with our legal and regulatory obligations. To the extent permitted by applicable law, we shall not be responsible for any loss, damage or consequences arising from your failure to provide accurate, complete or updated personal data.

Personal Data Breach Management

We are committed to protecting your personal data and maintaining appropriate procedures for managing personal data breaches.
In the event of a personal data breach, we will promptly assess the nature and extent of the incident to determine the potential impact on affected individuals and our organisation. We will conduct a thorough investigation to identify the root cause(s) of the breach and implement appropriate remedial measures to contain the incident and reduce the risk of recurrence.
Where a personal data breach is assessed to be notifiable under the Singapore Personal Data Protection Act 2012 (PDPA), we will notify the Personal Data Protection Commission (PDPC) and affected individuals in accordance with the applicable legal requirements and prescribed timelines.
Where appropriate, we may also notify relevant law enforcement agencies or other competent authorities, particularly where the breach involves suspected criminal activity, fraud, identity theft or other unlawful conduct.
We will maintain records of personal data breaches and continuously review and enhance our security controls, policies and procedures to strengthen the protection of personal data.

Change of address? Change of personal information? Let us know

As a Challenger Account holder or ValueClub member, you can also log in to update your personal details, except your registered contact number, at any time. If you would like us to update your registered contact number, remove your name from our mailing list, or if you have any questions about Challenger’s privacy policies or your personal information, simply contact us through our online request form here.

Data Protection Officer contact email
Email: dpo@challenger.sg

Gen AI Chatbot

At Challenger, we are committed to being transparent, responsible, and ethical in how we use technology to serve you. As part of our ongoing efforts to improve your experience, we have introduced a Generative AI (Gen AI) powered chatbot to assist you with your enquiries.
Our AI Chatbot is a Generative Artificial Intelligence tool designed to assist customers by:
•    Answering general product and service enquiries
•    Providing information and guidance on our offerings
•    Helping you navigate our services and processes
•    Directing you to the right team or resource when needed

You are interacting with an AI, not a human. Our chatbot will always identify itself as an AI-powered assistant at the start of your conversation.

Transparency: You Are Talking to an AI
We are committed to being transparent about our use of AI.
•    Our chatbot will always disclose that it is an AI at the beginning of your interaction
•    It will never claim to be human if you ask directly
•    It is powered by Generative AI technology which generates responses based on trained data and approved content

Data Retention
Chatbot interaction data will be retained for 6 months, after which it will be securely deleted or anonymised.

Human Oversight & Escalation

We believe that humans must remain in control of decisions that affect you. Our AI Chatbot operates under continuous human supervision.
You can request to speak with a human customer service representative at any time 
We will always escalate your conversation to a human agent if:
•    Your query involves a complaint or dispute
•    The chatbot cannot adequately resolve your issue

Occasionally, we may update this Privacy Policy, so we suggest that you review it periodically so you will be aware of any changes.

By using this site, you consent to the above privacy policies.