Privacy Policy

1. Introduction

Welcome to Mwafq. We respect your privacy and are committed to protecting your personal data. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our services, including our mobile application for delivery services and our educational platform, Mwafq Academy (collectively, the "System").

Please read this privacy policy carefully. If you do not agree with the terms of this privacy policy, please do not access the System. By using our services, you acknowledge that you have read and understood this Privacy Policy and agree to its terms.

This policy applies to all users of Mwafq services, including customers placing orders, drivers providing delivery services, students enrolled in Mwafq Academy courses, instructors teaching on our platform, and any other visitors to our System. We are committed to transparency in our data practices and ensuring compliance with applicable data protection laws and regulations.

2. Information We Collect

We may collect information about you in a variety of ways to provide you with optimal service delivery, educational experiences, and platform functionality. The information we may collect via the System includes:

2.1 Personal Data

We collect personally identifiable information that you voluntarily provide to us when registering, placing orders, enrolling in courses, or using our services. This includes:

• Identity Information: Your full name, Identity Number (National ID/Iqama), date of birth, and profile photograph. This information is essential for account verification, ensuring service authenticity, and complying with regional regulations.
• Contact Data: Shipping addresses (including multiple delivery locations), email addresses, and telephone numbers (including Saudi phone numbers starting with 5). We use this information to facilitate deliveries, send order confirmations, provide customer support, and communicate important updates about your account or courses.
• Registration Data: Information you voluntarily provide when creating an account, including username, password (stored in encrypted format), preferred language, notification preferences, and profile settings. This also includes information provided when signing up as a driver, which may require additional documentation such as driver's license details, vehicle information, and insurance documentation.
• Payment Information: Credit card details, billing addresses, transaction history, and payment preferences. All payment data is processed through secure, PCI-DSS compliant payment gateways to ensure the highest level of financial data protection.
• Government-Issued Documentation: Copies of identification documents, driver's licenses, vehicle registration, and other regulatory documents required for driver verification and compliance with local transportation laws.

2.2 Educational and Academic Data (Mwafq Academy)

Specific to our Mwafq Academy educational platform, we collect comprehensive learning-related information to provide personalized education experiences, track your progress, and issue valid certifications:

• Course Enrollment and Progress: Detailed information about courses you are enrolled in, lessons and modules completed, time spent on each learning activity, video watch completion rates, and overall course progress percentages. This data helps us understand your learning journey and provide targeted support.
• Performance Data: Comprehensive records of quiz scores, exam results, assignment submissions, homework completion, project evaluations, peer review participation, and overall academic performance metrics. This information is used to assess your understanding, provide feedback, and determine certificate eligibility.
• Notes and Interactions: Personal notes you take during video lectures, bookmarked content, questions asked in discussion forums, comments on course materials, and contributions to collaborative learning activities. This data remains private to you unless you choose to share it publicly in forums.
• Learning Preferences: Information about your preferred learning style, course categories of interest, study schedule, and accessibility requirements to help us recommend relevant courses and optimize your learning experience.
• Certificates and Credentials: Records of completed courses, earned certificates, digital badges, skill achievements, and accreditation information that form your academic portfolio on our platform.
• Instructor Interactions: Communications with instructors, feedback provided on courses, ratings and reviews you submit, and any mentorship or guidance sessions you participate in.

2.3 In-App Communications

We collect information from various communication channels within our System to ensure service quality, safety, and compliance:

• Chat Messages: Content of messages exchanged through our in-app chat feature between customers and drivers, students and instructors, or users and support staff. This includes text content, timestamps, read receipts, and delivery status.
• Discussion Forum Content: Posts, comments, replies, and interactions in Mwafq Academy discussion forums and community spaces, including your participation history and engagement metrics.
• Customer Support Communications: All correspondence with our support team, including help desk tickets, email exchanges, live chat transcripts, phone call recordings (with your consent), and resolution history.
• Feedback and Reviews: Ratings, reviews, comments, and feedback you provide about delivery services, drivers, courses, instructors, or platform features.

We monitor these communications to ensure safety, maintain service quality, prevent fraud, resolve disputes, ensure academic integrity, and improve our services. All communications are stored securely and accessed only when necessary for legitimate business purposes.

2.4 Derivative Data and Usage Information

Our servers automatically collect certain information when you access and use the System. This technical data helps us understand how you interact with our platform and improve user experience:

• Device Information: IP address, unique device identifiers, browser type and version, operating system and version, screen resolution, device manufacturer and model, mobile network information, and device settings.
• Usage Analytics: Pages or screens viewed, time spent on pages, navigation paths through the System, click patterns, scroll depth, features used, buttons clicked, and search queries entered.
• Performance Data: Application performance metrics, crash reports, error logs, loading times, and technical diagnostics that help us identify and fix issues.
• Session Information: Login times, logout times, session duration, frequency of visits, and patterns of system usage.
• Referral Data: Information about how you arrived at our System, including referral sources, marketing campaigns, and external links that directed you to our platform.

2.5 Geo-Location Information

Location data is critical for providing efficient delivery services and location-based features. We collect:

• Real-Time Location: Continuous GPS coordinates when you are actively using delivery services, either as a customer tracking an order or as a driver providing delivery services. This enables accurate tracking, optimal route planning, and estimated time of arrival calculations.
• Delivery Locations: Addresses where orders are picked up and delivered, including saved favorite locations and frequently used delivery addresses.
• Route Information: The paths drivers take during deliveries, including waypoints, stops, and deviations from suggested routes. This data helps us verify service delivery and improve route optimization.
• Background Location (Drivers Only): For drivers who are actively working, we may collect location data even when the app is running in the background to maintain continuous tracking during deliveries and ensure customer visibility.
• Approximate Location: For non-delivery features, we may use your approximate location based on IP address or Wi-Fi networks to customize content, suggest relevant services, or provide localized course offerings.

You can control location permissions through your device settings. However, disabling location services may limit or prevent you from using certain features, particularly delivery tracking and driver services. We request location access only when necessary and clearly communicate why location data is needed.

2.6 Mobile Device Access and Permissions

To provide full functionality of our mobile application, we may request access to various device features. Each permission serves specific purposes:

• Camera: To capture and upload profile photos, scan QR codes for quick order access, take photos of delivered items for proof of delivery, or record video assignments for Academy courses.
• Photo Gallery/Storage: To select images from your device for profile pictures, upload assignment files, or attach documents for verification purposes. We also need storage access to cache course videos for offline viewing.
• Microphone: For voice messages in chat, audio assignments in Academy courses, or voice-based customer support interactions.
• Contacts: To help you invite friends to use Mwafq, share referral codes, or easily select delivery recipients from your contact list (only with your explicit permission).
• Calendar: To add delivery time windows or scheduled course events to your device calendar for convenient reminders.
• Bluetooth: For proximity-based features, such as verifying driver presence during pickup or enabling contactless delivery confirmations.
• SMS Messages: To auto-fill verification codes sent via SMS during account registration or password reset processes, streamlining authentication.
• Notifications: To send alerts about order status, driver location, course updates, new messages, promotional offers, and important account information.

All permissions are requested at the time they are needed, with clear explanations of their purpose. You can manage or revoke these permissions at any time through your device settings. Denying certain permissions may limit specific features but will not prevent you from using the core functionality of the System.

2.7 Push Notifications and Communication Preferences

We use push notifications to keep you informed about important updates and activities:

• Order confirmations, driver assignments, and real-time delivery status updates
• New course enrollments, lesson availability, and upcoming assignment deadlines
• Messages from drivers, instructors, or support staff
• Account security alerts and verification requirements
• Special offers, promotions, and new feature announcements
• Payment confirmations and transaction receipts
• Certificate issuance and achievement notifications

You have complete control over notification preferences. You can customize which types of notifications you receive through the app settings or turn off push notifications entirely in your device settings. Note that disabling essential notifications (such as delivery updates or security alerts) may impact your service experience.

2.8 Cookies and Tracking Technologies

We use cookies, web beacons, pixel tags, and similar technologies to enhance your experience:

• Essential Cookies: Necessary for the System to function, including session management, authentication, and security features.
• Performance Cookies: Collect anonymous information about how you use the System to help us improve functionality and user experience.
• Functional Cookies: Remember your preferences, settings, and choices to provide a more personalized experience.
• Analytics Cookies: Help us understand user behavior, popular features, and areas for improvement through aggregated data analysis.

3. How We Use Your Information

Having accurate information about you permits us to provide you with a smooth, efficient, and customized experience. We are committed to using your data responsibly and only for purposes that directly benefit your use of our services. Specifically, we use information collected about you to:

3.1 Account Management and Authentication

• Create, maintain, and secure your user account across Mwafq delivery and Academy platforms
• Verify your identity during registration and login to prevent unauthorized access
• Authenticate driver credentials and validate service provider qualifications
• Enable single sign-on functionality across our integrated services
• Manage your profile settings, preferences, and account information
• Implement two-factor authentication and enhanced security measures

3.2 Educational Services (Mwafq Academy)

• Track your learning progress across all enrolled courses and display completion percentages
• Automatically grade quizzes, exams, and assignments based on predefined criteria
• Generate personalized learning recommendations based on your interests and performance
• Issue digital certificates upon successful course completion with verifiable credentials
• Provide instructors with aggregate class performance data while maintaining individual student privacy
• Enable collaborative learning through discussion forums and peer interactions
• Customize course content delivery based on your learning pace and preferences
• Track skill development and create comprehensive learning portfolios
• Facilitate instructor-student communication for academic support

3.3 Service Delivery and Order Management

• Process and fulfill delivery orders efficiently from placement to completion
• Match orders with available drivers based on location, capacity, and efficiency
• Provide real-time tracking of driver location and estimated delivery times
• Optimize delivery routes to reduce wait times and improve service quality
• Send automated notifications about order status changes and delivery updates
• Verify successful deliveries and collect proof of delivery when required
• Handle special delivery instructions and customer preferences
• Manage order modifications, cancellations, and rescheduling requests

3.4 Financial Transactions and Payment Processing

• Process payments securely for delivery orders and course enrollments
• Manage billing, invoicing, and transaction records
• Handle refunds, disputes, and chargebacks in accordance with our policies
• Calculate and distribute driver earnings and instructor compensation
• Generate financial reports and maintain tax-related documentation
• Detect and prevent fraudulent transactions and payment abuse

3.5 Communication and Customer Support

• Send order confirmations, delivery updates, and course enrollment notifications via email and SMS
• Provide responsive customer support through multiple channels (chat, email, phone)
• Respond to inquiries, complaints, and feedback in a timely manner
• Send account-related information, security alerts, and policy updates
• Notify you about new features, services, and platform improvements
• Deliver marketing communications about promotions and special offers (with opt-out options)

3.6 Personalization and User Experience

• Generate personalized user profiles based on preferences and behavior
• Recommend relevant courses based on your learning history and interests
• Suggest frequently ordered items and preferred delivery locations
• Customize the interface and content display based on your settings
• Remember your choices to streamline future interactions
• Provide tailored notifications based on your activity patterns

3.7 Platform Improvement and Analytics

• Monitor and analyze usage patterns to identify popular features and pain points
• Conduct A/B testing to optimize user interface and functionality
• Gather feedback through surveys and ratings to guide product development
• Measure system performance, loading times, and identify technical issues
• Analyze course completion rates and student engagement metrics
• Track driver efficiency and delivery success rates
• Generate aggregate reports and statistics for business intelligence

3.8 Safety, Security, and Fraud Prevention

• Prevent fraudulent transactions and detect suspicious account activity
• Monitor for theft, abuse, and violations of our terms of service
• Protect against unauthorized access and cyber security threats
• Verify driver identity and conduct background checks for safety assurance
• Investigate reported incidents, disputes, and policy violations
• Maintain academic integrity by detecting plagiarism and exam cheating
• Implement anti-spam measures and content moderation

3.9 Legal Compliance and Business Operations

• Comply with applicable laws, regulations, and legal obligations
• Respond to lawful requests from government authorities
• Enforce our terms of service and user agreements
• Maintain records required for tax and accounting purposes
• Resolve disputes through arbitration or legal proceedings when necessary
• Conduct internal audits and quality assurance reviews

4. Disclosure of Your Information

We may share information we have collected about you in certain situations. Your information may be disclosed as follows, and we ensure all third parties who receive your data are bound by appropriate confidentiality and data protection obligations:

4.1 By Law or to Protect Rights

If we believe the release of information about you is necessary to respond to legal process, to investigate or remedy potential violations of our policies, or to protect the rights, property, and safety of others, we may share your information as permitted or required by any applicable law, rule, or regulation. This includes:

• Complying with court orders, subpoenas, and legal proceedings
• Responding to lawful requests from law enforcement and government agencies
• Enforcing our terms of service and investigating violations
• Protecting against fraud, security breaches, and illegal activities
• Defending our legal rights in disputes or litigation
• Complying with tax authorities and financial regulators

4.2 Third-Party Service Providers

We may share your information with carefully selected third-party vendors who perform services for us or on our behalf. These service providers are contractually obligated to use your information only for the purposes we specify and maintain appropriate security measures. Categories of service providers include:

• Payment Processors: Secure handling of financial transactions and payment card data
• Cloud Hosting Services: Storage and processing of data on secure servers
• Email and SMS Providers: Delivery of transactional and marketing communications
• Analytics Platforms: Analysis of user behavior and system performance
• Customer Support Tools: Management of support tickets and live chat functionality
• Identity Verification Services: Validation of driver credentials and user identities
• Marketing Platforms: Campaign management and targeted advertising
• Content Delivery Networks: Fast and reliable delivery of course videos and media

4.3 Educational Partners (Mwafq Academy)

For Mwafq Academy users, we may share relevant progress or completion data with instructors, educational institutions, or corporate partners in the following circumstances:

• When your enrollment is sponsored by an employer or organization for professional development
• When you are part of a corporate training program or institutional partnership
• When sharing aggregate, anonymized class performance data with instructors for course improvement
• When issuing co-branded certificates or credentials requiring partner verification
• When required for accreditation, continuing education credits, or professional licensing requirements

In these cases, we share only the minimum necessary information and ensure partners comply with appropriate data protection standards. You will always be informed when your data will be shared with educational partners.

4.4 Drivers and Service Providers

To facilitate delivery services, we share limited information between customers and drivers:

• Customer name, delivery address, and contact information with assigned drivers
• Driver name, photo, vehicle details, and real-time location with customers who have active orders
• Order details necessary to complete the delivery
• In-app messaging between customers and drivers for coordination purposes

Contact information is shared only for the duration of active orders and is not used for marketing or unrelated purposes.

4.5 Business Transfers

In the event of a merger, acquisition, reorganization, bankruptcy, or sale of company assets, your information may be transferred as part of that transaction. We will provide notice before your information is transferred and becomes subject to a different privacy policy. Your rights regarding your data will be preserved during any such transfer.

4.6 Marketing and Analytics Partners

We may share aggregated, de-identified, or anonymized information with advertisers, investors, and business partners for the purpose of:

• Conducting general business analysis and market research
• Understanding industry trends and user demographics
• Improving our marketing strategies and user acquisition
• Demonstrating platform growth and engagement metrics to investors

This aggregated data cannot be used to identify you personally. We may also share your information with marketing partners for promotional purposes where permitted by law and your preferences, always providing clear opt-out mechanisms.

4.7 With Your Consent

We may share your information for any other purpose with your explicit consent. You will always be informed about who will receive your data and for what purpose, and you can withdraw consent at any time where legally permissible.

5. Security of Your Information

We use administrative, technical, and physical security measures to help protect your personal information. The security of your data is of paramount importance to us, and we continuously invest in protecting the information you entrust to us.

While we have taken reasonable steps to secure the personal information you provide to us, please be aware that despite our efforts, no security measures are perfect or impenetrable, and no method of data transmission can be guaranteed against any interception or other type of misuse. We cannot guarantee absolute security, but we employ industry best practices to minimize risks.

Our Security Measures Include:

• Encryption: All data transmitted between your device and our servers is encrypted using SSL/TLS protocols. Sensitive data such as passwords and payment information is encrypted both in transit and at rest.
• Access Controls: Strict employee access controls ensure only authorized personnel can access personal information, and only when necessary for legitimate business purposes. All access is logged and monitored.
• Regular Security Audits: We conduct periodic security assessments, vulnerability scans, and penetration testing to identify and address potential security risks.
• Secure Infrastructure: Our systems are hosted on secure servers with firewalls, intrusion detection systems, and 24/7 monitoring.
• Data Backup: Regular automated backups ensure data can be restored in case of system failure or disaster.
• Incident Response: We maintain a comprehensive incident response plan to quickly address any security breaches and notify affected users as required by law.
• Employee Training: All employees receive regular training on data protection, privacy practices, and security protocols.

If we learn of a security breach that compromises your personal information, we will notify you in accordance with applicable laws and regulations, providing information about the breach and steps you can take to protect yourself.

6. Policy for Children

We do not knowingly solicit information from or market to children under the age of 13. Our services are intended for users who are at least 13 years old. If you are under 13, please do not use the System or provide any information about yourself to us.

If you become aware of any data we have collected from children under age 13, or if you are a parent or guardian who believes your child has provided us with personal information without your consent, please contact us immediately using the contact information provided below. Upon verification, we will take prompt steps to delete such information from our records.

For users between 13 and 18 years of age, we encourage parental involvement and supervision. Parents or guardians should review this Privacy Policy with their children and monitor their online activities to ensure appropriate use of our services.

7. Data Retention

We retain your personal information only for as long as necessary to fulfill the purposes outlined in this Privacy Policy and comply with legal obligations. Retention periods vary based on the type of data and applicable requirements:

• Account Information: Retained as long as your account remains active, plus a reasonable period afterward to comply with legal obligations and resolve disputes.
• Transaction Records: Maintained for 7 years or as required by applicable tax and financial regulations.
• Course Progress and Certificates: Academic records are retained indefinitely to verify certificate authenticity and provide transcript services.
• Communications: Support tickets and messages are retained for 3 years for quality assurance and dispute resolution.
• Usage Analytics: Aggregated and anonymized data may be retained indefinitely for statistical analysis.

When information is no longer needed, we securely delete or anonymize it using industry-standard data destruction methods. You can request deletion of your account and associated data at any time, subject to legal retention requirements.

8. Your Privacy Rights

Depending on your location, you have certain rights regarding your personal information. We respect these rights and provide mechanisms for you to exercise them:

• Right to Access: You can request a copy of the personal data we hold about you, including delivery history, course progress, and account information.
• Right to Rectification: You can update or correct inaccurate or incomplete information through your account settings or by contacting us.
• Right to Erasure: You can request deletion of your personal data, subject to legal retention requirements and legitimate business needs.
• Right to Restriction: You can request that we limit the processing of your data in certain circumstances.
• Right to Data Portability: You can request to receive your data in a structured, machine-readable format to transfer to another service provider.
• Right to Object: You can object to processing based on legitimate interests or for direct marketing purposes.
• Right to Withdraw Consent: Where we process data based on your consent, you can withdraw that consent at any time.

To exercise these rights, please contact us using the information provided in the Contact Us section. We will respond to your request within 30 days and may require verification of your identity to protect your privacy.

9. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence, including servers located outside Saudi Arabia. When we transfer data internationally, we ensure appropriate safeguards are in place through standard contractual clauses, adequacy decisions, or other lawful transfer mechanisms to protect your information in accordance with applicable data protection laws.

10. Changes to This Privacy Policy

Mwafq reserves the right to modify or change the terms of this privacy policy at any time. When we make material changes to this policy, we will update the "Last Updated" date at the top of this page and notify you through:

• Push notifications or in-app alerts for significant changes
• Email notifications to your registered email address
• Prominent banner notices on our website and mobile application

We encourage you to review this Privacy Policy frequently to stay informed about how we protect your information and your privacy rights. Your continued use of the System after changes are posted constitutes your acceptance of the revised policy. If you do not agree with the changes, please discontinue use of our services.

11. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, we are here to help. Please contact us through any of the following methods: