Privacy Policy

2. Scope

This Privacy Policy applies to:

• Customers
• Drivers
• Delivery partners
• Merchants
• Corporate customers
• Visitors to our website
• Anyone communicating with AlshrouqGo

3. Information We Collect

We may collect the following categories of information.

Personal Information

• Full name
• Mobile number
• Email address
• National ID or Iqama (where required)
• Passport information (where applicable)
• Date of birth
• Profile photo

Location Information

While using our services, we may collect:

• Real-time GPS location
• Background location (where permitted)
• Pickup location
• Delivery destination
• Travel routes
• Estimated arrival times
• Historical location information

Location information may continue to be collected while deliveries are active.

Payment Information

We may collect:

• Payment method
• Transaction history
• Billing information
• Wallet balance
• Refund history

Payment card details are generally processed by licensed third-party payment providers and are not stored by AlshrouqGo except where legally permitted.

Device Information

We may automatically collect:

• Device ID
• Device model
• Operating system
• IP address
• Browser information
• Language
• Mobile carrier
• App version
• Crash reports
• Diagnostic information

Usage Information

Including:

• Login history
• Search history
• Order history
• Customer preferences
• Customer support interactions
• Feature usage
• Clickstream data
• Session duration

Communications

We may record or store:

• Phone calls
• Chat messages
• Emails
• WhatsApp conversations conducted through official channels
• Support tickets

These communications may be monitored for quality assurance, fraud prevention, security, dispute resolution, training, and legal compliance.

4. Information We Receive from Third Parties

We may receive information from:

• Payment providers
• Government authorities
• Identity verification providers
• Credit or fraud prevention agencies
• Mapping providers
• Logistics partners
• Merchants
• Marketing partners
• Social media platforms
• Corporate customers

5. How We Use Your Information

We use your information to:

• Create your account
• Verify your identity
• Process orders
• Match customers with drivers
• Calculate delivery routes
• Process payments
• Detect fraud
• Prevent abuse
• Improve our Platform
• Develop new features
• Conduct analytics
• Provide customer support
• Communicate service updates
• Send security notifications
• Comply with legal obligations
• Resolve disputes
• Protect users and the Company
• Enforce our Terms and Conditions

6. Artificial Intelligence and Analytics

AlshrouqGo may use artificial intelligence, machine learning, automation, and analytics technologies to:

• Improve delivery routing
• Detect fraudulent activity
• Estimate delivery times
• Improve customer support
• Analyze customer behavior
• Personalize services
• Enhance platform security
• Improve operational efficiency

Automated decisions may be reviewed by authorized personnel where appropriate.

7. Sharing Your Information

We may share your information with:

• Drivers
• Merchants
• Corporate customers
• Payment processors
• Technology providers
• Cloud hosting providers
• Customer support providers
• Government authorities
• Courts
• Regulators
• Auditors
• Insurance providers
• Professional advisers
• Logistics partners

We do not sell your personal information.

8. Cross-Border Data Transfers

Your information may be processed or stored outside Saudi Arabia where permitted by applicable law.

Where such transfers occur, we implement reasonable safeguards designed to protect personal information.

9. Cookies and Similar Technologies

Our Platform may use:

• Cookies
• SDKs
• Pixels
• Device identifiers
• Analytics technologies
• Advertising technologies

These technologies help us:

• Authenticate users
• Improve security
• Measure performance
• Remember preferences
• Improve customer experience

10. Marketing Communications

We may send:

• Promotions
• Discounts
• Service announcements
• Product updates
• Surveys
• Newsletters

Where required by law, we will obtain appropriate consent. You may opt out of marketing communications at any time, though essential service communications may still be sent.

11. Data Retention

We retain personal information for as long as necessary to:

• Provide services
• Resolve disputes
• Prevent fraud
• Meet legal obligations
• Protect Company rights
• Maintain business records

We may retain certain information even after account closure where permitted or required by law.

12. Security

We implement reasonable administrative, organizational, technical, and physical safeguards intended to protect personal information.

• No system is completely secure.
• No internet transmission is guaranteed to be secure.
• We cannot guarantee absolute security.

Users are responsible for maintaining the confidentiality of their passwords, verification codes, and account credentials.

13. User Responsibilities

Users are responsible for:

• Keeping account information accurate
• Protecting login credentials
• Reporting unauthorized access immediately
• Using the Platform lawfully

Failure to protect account credentials may result in unauthorized access for which the user may bear responsibility to the extent permitted by law.

14. Children's Privacy

Our Platform is not intended for individuals under the age required by applicable law to use the service independently.

Where required, parental or legal guardian consent must be obtained.

15. Your Rights

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

• Access your personal information
• Correct inaccurate information
• Request deletion where applicable
• Request restriction of processing where applicable
• Object to certain processing where applicable
• Withdraw consent where processing is based on consent
• Request a copy of your personal information where legally available

Certain requests may be limited where we have legal obligations or legitimate business interests.

16. Fraud Prevention

To protect users and the Platform, we may investigate:

• Suspicious activity
• Fraud
• Identity theft
• Payment abuse
• Fake accounts
• Multiple accounts
• Manipulation of promotions
• Unauthorized transactions

We may suspend or terminate accounts while investigations are ongoing where permitted by applicable law.

17. Third-Party Services

Our Platform may integrate with third-party services including:

• Google Maps
• Apple Maps
• Payment gateways
• SMS providers
• WhatsApp
• Cloud hosting providers
• Analytics providers

We are not responsible for the privacy practices, security, availability, or content of third-party services. Your interactions with those services are governed by their respective privacy policies.

18. Limitation of Liability

To the fullest extent permitted by applicable law:

• AlshrouqGo does not guarantee uninterrupted, error-free, or continuous operation of the Platform.
• We are not responsible for internet failures, mobile network interruptions, GPS inaccuracies, third-party system failures, payment provider outages, or force majeure events.
• We shall not be liable for indirect, incidental, consequential, punitive, special, or exemplary damages, including loss of profits, business opportunities, goodwill, data, or anticipated savings arising from the collection, processing, storage, disclosure, or use of personal information.
• Nothing in this Privacy Policy excludes or limits liability where such exclusion or limitation is prohibited under applicable law.

19. Legal Disclosure

We may disclose personal information if we believe disclosure is necessary to:

• Comply with applicable laws
• Respond to lawful governmental requests
• Protect users
• Protect the Company
• Enforce our agreements
• Detect or prevent fraud
• Protect public safety
• Exercise or defend legal claims

20. Business Transfers

If AlshrouqGo undergoes:

• Merger
• Acquisition
• Investment
• Sale of assets
• Corporate restructuring
• Bankruptcy
• Reorganization

Personal information may be transferred as part of that transaction, subject to applicable legal requirements.

21. Changes to this Privacy Policy

We may update this Privacy Policy from time to time.

Updated versions become effective once published on the Platform unless otherwise required by law.

Continued use of the Platform constitutes acceptance of the updated Privacy Policy.

22. Governing Law

This Privacy Policy shall be governed by the laws and regulations of the Kingdom of Saudi Arabia.

Any dispute relating to this Privacy Policy shall be subject to the exclusive jurisdiction of the competent courts of Riyadh, Kingdom of Saudi Arabia, unless applicable law requires otherwise.

23. Contact Us

Acknowledgment

By creating an account or using the Platform, you acknowledge that you have read and understood this Privacy Policy and agree to the collection, processing, storage, transfer, and use of your information as described herein, subject to applicable law.