Deleting your personal data
- Your personal data can be deleted on submission of a formal request and verification of the data owner's identity, by contacting us on WhatsApp at our unified number 920009771.
- Requests to delete or transfer personal data, submitted by email or through our approved contact channels, are answered within up to one month, setting out the steps and the time needed to delete or transfer the data.
Transfer of your personal data
Your information and personal data are processed at the operating offices of Wameed Al-Afkar Company, and wherever the parties involved in the processing are located. This means the information may be transferred to computers or systems located outside your state, province, country or governmental jurisdiction, where data protection laws may differ from those in your jurisdiction.
By agreeing to this Privacy Policy and submitting such information, you consent to this transfer, in accordance with the laws and regulations in force in the Kingdom of Saudi Arabia.
Wameed Al-Afkar Company will take all necessary and reasonable steps to ensure your data is handled securely and in line with this Privacy Policy. Your personal data will not be transferred to any organisation or country unless adequate controls and safeguards are in place to protect your data and other personal information, and in a way that does not conflict with applicable law.
Account data deletion process
- A captain or customer can delete their account and data themselves from within the Shifter app, using the options available in the app, including the option to request deletion of personal data. Once a deletion request is submitted, the account and data are deleted according to the timeframes and procedures approved by Wameed Al-Afkar Company, provided this does not conflict with any legal, financial or contractual obligation that requires certain data to be retained.
- If the app cannot be accessed, or the account holder prefers to submit the deletion request through official channels, they may contact us exclusively on the unified number 920009771 to request data deletion. We will contact the requester within up to one month, by phone call or WhatsApp, and begin the deletion process after verifying the requester's identity.
- All parcel and food delivery trips, financial transactions and complaints linked to the account are reviewed, particularly where the captain has carried out deliveries in more than one city. This review may take time depending on the state of the account, so no fixed timeframe is set for completing the deletion, subject to the relevant legal timeframes and requirements.
- Where there are amounts of money linked to the account, deletion of some data may not be possible until the source of those amounts has been verified and any outstanding financial obligations have been settled, whether these are fees due or financial entitlements earned by the account holder.
- Once the review and any necessary settlements are complete, the financial transactions are archived in the independent financial system, and trip data and transactions linked to parcel and food delivery services are retained or archived, in line with the legal requirements and obligations that apply to the company.
- Where needed, we contact the account holder through the available channels to complete the deletion and obtain any necessary confirmations. If a balance is owed to the account holder, the necessary steps are taken to transfer it to them according to the approved financial procedures, after which the account and any data that there is no legal obligation to retain are deleted.
- The captain is notified on WhatsApp from the official unified number 920009771 with the following message:
Dear Captain, following your request to delete your account, including your personal data, vehicle information, trip data and financial transactions, we confirm that the deletion of your account, and of any data we have no legal obligation to retain, has been completed. If a balance is owed to you, it will be transferred to you within a maximum of two weeks, in accordance with the approved financial procedures.
Note on data held by third parties
Please note that completing the deletion of your account and data with Wameed Al-Afkar Company does not necessarily mean that messages or notifications from government platforms, databases or third parties connected to delivery services will stop immediately, as some data may remain with those parties in accordance with their own systems, policies and legal retention periods.
You may also still receive some offers or notifications through the company's channels during the time needed to finish updating our systems and databases.
Immediate captain suspension
Without prejudice to the laws and regulations in force in the Kingdom of Saudi Arabia, Wameed Al-Afkar Company may suspend a captain's account on the Shifter app, temporarily or permanently and without prior notice, if the captain commits serious violations including, but not limited to: abusing, defaming or damaging the reputation of the company, the app or its brand; inciting against the company or the app; spreading misleading information or offensive content; or any behaviour that could harm users, customers, captains or parcel and food delivery operations.
Violations also include moderate violations, which may result in a warning or a temporary suspension; if repeated or continued, they may be treated as serious violations in accordance with company policies and applicable law.
Wameed Al-Afkar Company reserves the right to assess and classify a violation based on the circumstances of each case and the evidence available, without conflicting with the relevant laws and regulations.
Appealing a suspension
The captain may appeal the suspension decision within (5) business days of the suspension date, through the official WhatsApp number 920009771, attaching any supporting documents or evidence they have.
The appeal is reviewed within (10) to (30) business days, depending on the nature of the case and the need to verify the related information and documents. The suspension remains in effect until the appeal has been reviewed and decided, unless the company decides otherwise.
The decision issued after reviewing the appeal is final on the company's part, without prejudice to the captain's right to go to the courts or the competent authorities in accordance with the laws in force in the Kingdom of Saudi Arabia.
Wameed Al-Afkar Company also reserves the right to claim compensation for any proven damage or loss resulting from violations, in accordance with applicable laws and regulations.