Seeker Privacy Policy

1. Introduction

Tawkeel Commercial Services Company respects the privacy of its users and is committed to protecting the personal data of Umrah Requesters (Principals) 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 the 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 and all related services and websites.
• Company: Tawkeel Commercial Services Company.
• Principal (Umrah Requester): The individual who requests that an Umrah be performed for themselves or on behalf of another person through the App.
• Beneficiary: The person for whom the Umrah is being performed.
• Personal Data: Any information that can directly or indirectly identify a natural person.

3. Data We Collect

Account Registration Information

• Mobile phone number.
• Email address.
• Country of residence.
• Login credentials and account information.

Umrah Request Information

• Name of the Beneficiary.
• Gender of the Beneficiary.
• Beneficiary status (living or deceased).
• Request details and related information.
• Dates associated with the Umrah request.

Payment and Financial Information

• Payment transaction information.
• Financial transaction reference numbers.
• Payment amounts.
• Refund transaction information, where applicable.
• Financial records related to Umrah requests.

Service Verification Information

• Photos uploaded as proof of Umrah completion.
• Videos uploaded as proof of Umrah completion.
• Request progress and status information.
• Location information of the service performer during service execution when made available to the Principal.

Location Data

The App may collect the Principal's geographic location to enhance user experience, facilitate service delivery, and support operational and security purposes.

Communications and Customer Support Information

• Inquiries and complaints.
• Communications with customer support.
• Technical support requests.
• Ratings and feedback submitted through the App.

Technical Information

We may automatically collect certain technical information, including:

• IP address.
• Device type and operating system.
• Language settings.
• Usage logs and activity records.
• Error reports and diagnostic information.

4. Purposes of Processing Personal Data

We process personal data for the following purposes:

• Creating and managing user accounts.
• Processing and managing Umrah requests.
• Assigning an appropriate service performer to fulfill the requested service.
• Displaying and documenting the stages of Umrah performance.
• Allowing Principals to view photos and videos submitted as proof of service completion.
• Processing payments and refunds.
• Communicating with users regarding requests and services.
• Responding to inquiries, complaints, and support requests.
• Improving and developing the App and its services.
• Preventing fraud, misuse, or unauthorized activities.
• Complying with legal, regulatory, and judicial obligations.

5. Legal Basis for Processing

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

• Performance of contractual obligations between the Principal and the App.
• User consent, where required.
• Compliance with applicable laws and regulations.
• The Company's legitimate interests, provided such interests do not override the rights of data subjects.

6. Sharing and Disclosure of Personal Data

We may share personal data, where necessary, with:

• Governmental and regulatory authorities when required by law.
• Electronic payment service providers.
• Banks and financial institutions.
• Technology service providers and cloud hosting providers.
• Legal advisors, auditors, and professional consultants.
• Service performers assigned to fulfill the requested service, to the extent necessary for service execution.

The Company does not sell personal data to any third party.

7. Payments and Financial Transactions

Tawkeel processes payments through authorized payment service providers using the following payment methods:

• Apple Pay
• Mada
• Visa
• Mastercard
• Bank transfers for companies, partners, and authorized agents

The Company may retain transaction records and refund-related information as necessary to manage services, comply with regulatory and accounting requirements, resolve disputes, and process claims.

8. Data Storage and International Transfers

Personal 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 necessitate such processing. 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 for as long as the user account remains active.

Certain data may continue to be retained after account closure or deletion where necessary for:

• Compliance with legal and regulatory obligations.
• Maintenance of accounting and financial records.
• Resolution of disputes and legal claims.
• Verification of services and financial transactions.
• Protection of the legal rights of the Company and its users.

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

10. Rights of the Principal

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

• The right to be informed about how their personal data is collected and used.
• The right to access their personal data.
• The right to request correction of inaccurate or incomplete personal data.
• The right to update their personal information.
• The right to request account deletion and data erasure where 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

The Company implements appropriate technical, organizational, and administrative measures to protect personal data against:

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

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

12. Cookies

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

Users may manage cookie preferences through their browser settings.

13. Minors

The Tawkeel App is intended for adults who are legally capable of entering into contracts and conducting electronic transactions.

Individuals under the age of eighteen (18) may not create an account or use the App except where permitted by applicable laws and, where necessary, under the supervision or consent of a parent or legal guardian.

14. 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. Continued use of the services following publication of an updated version constitutes acceptance of the revised Privacy Policy.

15. Contact Us

For privacy-related inquiries, requests regarding personal data rights, or privacy complaints, please contact:

Privacy Email: privacy@tawkeel.com

By using the Tawkeel App as a Principal (Umrah Requester), you acknowledge that you have read, understood, and agreed to this Privacy Policy.