Performer Privacy Policy

1. Introduction

Tawkeel Commercial Services Company respects the privacy of its users and is committed to protecting the personal data of service performers registered on the Tawkeel App. This Privacy Policy explains how we collect, use, process, disclose, and protect your personal data when you use the App.

By registering with or using the App, you consent to the collection and processing of your personal data in accordance with this Privacy Policy and applicable laws and regulations of the Kingdom of Saudi Arabia.

2. Definitions

The following terms shall have the meanings assigned to them below:

• App: The Tawkeel App, including all related services and websites.
• Company: Tawkeel Commercial Services Company.
• Performer: An individual registered on the App to provide Umrah-by-proxy services or any other services offered through the platform.
• Personal Data: Any information that directly or indirectly identifies a Performer.

3. Data We Collect

We may collect and process the following categories of data:

Registration and Account Information

• Full name.
• Mobile phone number.
• Email address.
• Country and place of residence.
• Profile photo, if uploaded.
• Login credentials and account information.

Identity Verification Information

• National ID copy for Saudi citizens.
• Residence Permit (Iqama) copy for residents.
• Any additional documents required for verification or compliance purposes.

Financial Information

• Bank account holder name.
• IBAN and bank account details.
• Payment and settlement information.

Service Performance Information

• Umrah request details.
• Status of service requests and related timestamps.
• Photos, videos, or other supporting materials used to verify service completion.
• Communications related to service requests within the App.

Location Data

The App collects the Performer's location only while a service is being performed, for the purpose of verifying service delivery, tracking progress, and enhancing platform reliability.

Support and Communication Data

• Complaints and inquiries.
• Customer support communications.
• Technical support requests.

Technical Data

We may automatically collect certain technical information, including:

• IP address.
• Device type and operating system.
• Preferred language.
• Usage logs.
• Error reports and diagnostic information.

4. Purposes of Data Processing

We process your personal data for the following purposes:

• Creating and managing your account.
• Verifying your identity and eligibility.
• Facilitating Umrah requests and related services.
• Documenting and verifying service completion.
• Processing payments and financial settlements.
• Communicating with you regarding requests, services, and updates.
• Improving and developing our services.
• Investigating complaints and resolving disputes.
• Preventing fraud and misuse of the platform.
• Complying with legal, regulatory, and judicial requirements.

5. Legal Basis for Processing

Your personal data is processed based on one or more of the following legal grounds:

• Performance of contractual obligations between the Performer and the App.
• Your consent, where required.
• Compliance with applicable laws and regulations.
• The Company's legitimate interests, provided such interests do not override your rights and freedoms.

6. Data Sharing and Disclosure

We may share your personal data, when necessary, with:

• Governmental and regulatory authorities where required by law.
• Electronic payment service providers.
• Banks and financial institutions involved in settlement and transfer processes.
• Technology service providers and cloud hosting providers.
• Legal advisors, auditors, and professional consultants.
• Parties involved in service fulfillment or dispute resolution.

We do not sell your personal data to third parties.

7. Payments and Financial Settlements

Tawkeel processes customer payments through authorized payment service providers using available payment methods, including:

• Apple Pay
• Mada
• Visa
• Mastercard

Financial earnings due to a Performer for services completed through the App are transferred to the personal bank account registered under the Performer's name, subject to verification procedures and in accordance with Tawkeel's applicable terms, conditions, and financial policies.

For the purpose of processing financial transfers, the Company may process the Performer's banking information, including the account holder's name, IBAN, and other transfer-related information.

The Company undertakes to use such information solely for financial, operational, legal, and service-related purposes associated with transferring the Performer's earnings.

Financial Data

• Bank account holder name.
• IBAN.
• Bank name.
• Financial transfer and settlement records.
• Financial history related to services provided through the App.

8. Data Storage and International Transfers

• Data is hosted and processed using Microsoft Azure services and related authorized service providers.
• Certain personal data may be stored or processed outside the Kingdom of Saudi Arabia when operational or technical requirements make this necessary. In such cases, appropriate safeguards and protection measures will be implemented to ensure compliance with applicable laws and regulations.

9. Data Retention

The Company retains personal data throughout the period during which the account remains active.

The Company may continue to retain certain data after an account has been closed or deleted when necessary for:

• Compliance with legal and regulatory obligations.
• Maintaining accounting and financial records.
• Resolving disputes and legal claims.
• Verifying transactions and service performance.
• Protecting the legal rights of the Company and its users.

Once retention is no longer required for legal or operational purposes, the data will be securely deleted, destroyed, or anonymized in accordance with applicable procedures.

10. Performer Rights

Subject to applicable laws and regulations, Performers may have the following rights:

• The right to be informed about the collection and use of their data.
• The right to access their personal data.
• The right to request correction of inaccurate or incomplete data.
• The right to request updates to their personal data.
• The right to request account deletion and data erasure when legally permissible.
• The right to withdraw consent where processing is based on consent.
• The right to submit complaints to the relevant competent authority.

11. Data Protection

We implement appropriate technical, organizational, and administrative measures to protect personal data against:

• Unauthorized access.
• Unlawful use.
• Disclosure, alteration, destruction, or loss.

However, no method of data transmission or electronic storage can be guaranteed to be completely secure.

12. Cookies

The website and related services may use cookies and similar technologies to improve functionality, enhance user experience, and analyze usage patterns.

Users may manage cookie preferences through their browser settings.

13. Changes to This Privacy Policy

The Company reserves the right to amend or update this Privacy Policy at any time to reflect operational developments or legal and regulatory requirements.

Any updated version will be published through the App or website, and continued use of the services following publication of the updated policy shall constitute acceptance of the revised Privacy Policy.

14. Contact Us

For privacy-related inquiries, exercising your personal data rights, or submitting privacy-related complaints, please contact:

Privacy Email: privacy@tawkeel.com

By using the Tawkeel App as a Service Performer, you acknowledge that you have read, understood, and agreed to this Privacy Policy.