1. Privacy Policy

The Osraah application is committed to protecting the privacy of your data. This Privacy Policy explains how your information is collected, used, disclosed, and protected when you use the Osraah application ("the App").

1.1. Information We Collect:

We collect your information to provide and improve our services:

Information you provide directly to us:

• When creating an account (for clients and stores): Mobile number (for registration, login, and receiving access code), encrypted password, basic profile information (such as name).
• For Stores: Store name, address, contact information (may include email or additional phone number), valid required licenses (such as Commercial Register, Maroof document, Freelance Work document, or health certificate, noting that we may require additional documents in the future depending on the nature of the activity), bank account details for receiving profits.
• Product Information: Images, description, price, category (e.g., pizza, popular traditional food), inventory information, discounts.
• Communication Information: Messages and calls made through the in-app messaging and calling system between clients, stores, and delivery representatives (will only be reviewed in case of a complaint).
• Content you create: Any other content you upload or publish on the App.

Information we collect automatically when you use the App:

• Device Information: Device type, operating system, unique device identifiers, network information, screen size, and App version (whether downloaded from Apple App Store or Google Play Store).
• Usage Data: How you interact with the App.
• Geolocation Information:
  • For Stores: Precise geolocation of the store is collected to define delivery ranges determined by developers (and specified by company management) and to identify the delivery area served by the store. The store's location is only visible to the client when the direct pickup option is enabled.
  • For Delivery Representatives: Geolocation information for delivery representatives is continuously collected during service to track delivery operations and improve their efficiency.
  • For Clients: We may request access to your location to improve searching for nearby stores, but this is always done with your explicit consent.
• Profit Information: Store profit records and payments received through the App (viewable by the store).

Osraah application reserves the right to save your personal information for registration purposes and others.

1.2. How We Use Your Information:

We use the information we collect for the following purposes:

• Operating and providing Osraah services: Account management, displaying products and advertisements, facilitating communication, processing orders, transferring profits.
• Improving and personalizing your experience: Understanding how the App is used, providing personalized recommendations.
• Security and fraud prevention: Protecting accounts, verifying information, identifying suspicious behavior.
• Communicating with you: Sending notifications, responding to support inquiries.
• For marketing and advertising purposes: Osraah application reserves the right to use products displayed in the application for advertising and promotional purposes specific to the application and its services. By continuing to use the application, the merchant explicitly agrees to this use and waives any legal claim for financial or similar compensation for this use.
• Legal compliance: Adhering to legal and regulatory requirements.

1.3. How Your Information Is Shared:

We are committed to not sharing users' personal data with any third party without explicit consent, except as described below to provide our services. We may share aggregated (non-personal) data for analysis and service improvement purposes.
We may share your information in the following circumstances:

• With essential third parties for service delivery: Such as delivery partners, technical service providers, and payment processors. They are only provided with the information necessary to perform their functions and are obligated to protect your data and its confidentiality.
• With stores, clients, and delivery representatives (as needed): Order information necessary to complete the transaction.
• For legal and security purposes: In compliance with the law, in response to judicial orders, or to protect our rights.

1.4. Storage and Protection of Your Information (Information Security):

We implement security measures designed to protect your information (encryption, firewalls). You are responsible for maintaining the confidentiality of your account information and ensuring proper internet and charging for store activation.

Data Privacy Global Standards We Follow

• General Data Protection Regulation (GDPR) (European standards)
• Personal Data Protection Law (PDPL) for Saudi Arabia

Accessibility & Acceptable Use

• The application frontend (if public-facing) is expected to follow WCAG guidelines (AA level).
• Terms of Service (ToS) and Acceptable Use Policy (AUP) will be published by the client or app owner.
• Google Cloud Platform's (GCP) terms also enforce acceptable usage, and the infrastructure adheres to those as a baseline.

The Infrastructure Currently Follows:

• GCP security best practices.
• Inherits compliance standards of the GCP platform.
• Prepares for zero-trust, least privilege, and data privacy by design.
• And provides a solid foundation to layer on further policies, audits, and legal documents as the product matures.

1.5. Third-Party Links:

Our application may contain links to websites or applications of third parties. We do not control their privacy practices.

1.6. Your Rights:

You have the right to access your information, correct it, delete it, withdraw consent for its processing, and object to its processing. To communicate, use Support@Osraah.com.

1.7. Changes to This Privacy Policy:

We may update this policy. We will notify you of any material changes by posting the new policy or through in-app notifications. Users will be alerted to these changes as soon as they occur.

2. Terms of Service (Terms & Conditions)

These terms constitute the legal agreement between Osraah application and its users.

2.1. Acceptance and License:

• Acceptance of Terms: By using the App, you agree to these terms.
• Eligibility for Use:
  • For Stores: Individuals must be at least 18 years old and provide valid licenses (Commercial Register, Maroof document, Freelance Work document, or health certificate).
  • For Clients: Must be legally eligible to enter into contracts.
• License: We grant you a limited license to use the App for your purposes.

2.2. User Accounts (Stores and Clients):

• Account Creation: Requires an account with accurate information.
• Account Security: You are responsible for the confidentiality of your login information.
• Store Responsibility: The store is responsible for providing internet connection and adequate charging to ensure the store is active and has sufficient product quantity.

2.3. Products and Content:

• Adding Products: Stores can add products with accurate information.
• Product Approval by Management: All products are subject to approval by Osraah application management to ensure quality and compliance. Osraah application reserves the right to remove any product without the store's consent if there is a compelling reason, suspend the account, or take other actions.
• Product Management: The store has the right to modify, delete, or temporarily hide a product.
• Image Quality and Packaging:
  • Image Review: Osraah application reserves the right to reject products or stores with low-quality photography, with the option to refer them to a third party for editing services. Approval is granted after the product is presented in a good manner.
  • Appropriate Packaging: Appropriate packaging must be chosen for the order type (thermal, cardboard, ensuring no product leakage). The store bears responsibility if this is not adhered to.
• Intellectual Property Rights: You grant us a license to use your content for operating and promoting the App (as explained in the Privacy Policy).

2.4. Orders, Payment, Delivery, and Pickup:

• Payment Mechanism: Electronic payment only via Visa, Mastercard, Mada card, Apple Pay, STC Bank, STC Pay.
• Payment Fees: The store bears any additional fees on payment transactions.
• Order System: The store has 5 minutes to reject an order. After this period, it is automatically considered accepted if the store is "active."
• Order Cancellation: The client has the right to cancel an order within 5 minutes of completing the purchase. The store also has the right to cancel an order within 5 minutes of receiving it if it is unavailable.
• Store Responsibility for Product Unavailability: The store bears the full or partial value of the order if it was active and the products were unavailable or not prepared. Its account may be put on "temporary hold."
• Delivery and Pickup Types: Instant/scheduled delivery, instant/scheduled pickup.
• Delivery Range: Determined by company management.
• Store Location Privacy: The store's location is not shown to the client for delivery, but the estimated arrival time is shown. The location is only shown to the delivery representative and to the client when the pickup option is enabled.
• Damaged Order: The delivery representative bears the full value of the order if it is damaged due to their fault.

2.5. Messaging and Communication System:

• There is a messaging and communication system between all parties.
• Messages are not reviewed except in case of a complaint.
• The store can add its own delivery representative, who receives orders first under the host store's name.

2.6. Profits and Payments:

Store profits are received directly once the client receives the order and confirms it meets all its conditions and quality.

2.7. User Ratings:

Clients can rate the store, and these ratings are visible to other clients.

2.8. Prohibited Conduct:

Users must adhere to all applicable laws in the Kingdom of Saudi Arabia, including laws related to e-commerce, consumer protection, and intellectual property rights. It is prohibited to violate laws, provide false information, publish illegal or offensive content, commit fraud, violate privacy, or harm the application.

2.9. Disclaimer and Limitation of Liability:

The App is provided "as is." The store is responsible for product quality. Our liability is limited to the amount paid to us.

2.10. Account Termination:

Osraah application reserves the right to suspend or terminate your account, or put the store's account on "temporary hold" in case of repeated order rejections or product unavailability.

2.11. Changes to Terms:

We may update these terms, and users will be alerted to these changes as soon as they occur.

2.12. Governing Law and Dispute Resolution:

The terms are governed by the laws of the Kingdom of Saudi Arabia. Saudi courts have jurisdiction over disputes.

3. Acceptable Use Policy (AUP)

This policy complements the Terms of Service and clarifies the rules and standards that all users of the App must adhere to.

3.1. Content Standards and Approvals:

• Product Quality and Conformity: Products must be of high quality and match the description and images.
• Product Approval: All products are subject to review and approval by Osraah application.
• Transparency in Information: Information provided about products must be clear and accurate.

3.2. Prohibited Conduct for Users (Stores and Clients):

The following are prohibited:

• Illegal or harmful content.
• Offensive or inappropriate content.
• Offering products or content that violates public morals or religious customs, or promotes any racist or customary content, etc.
• Fraud and deception.
• Violation of privacy and intellectual property rights.
• Abuse of the communication system.
• Harm to the App or its services.

3.3. Specific Obligations for Stores:

• Adherence to licenses, inventory, and availability.
• Responsibility for service quality.
• Handling orders and adhering to the specified rejection time.

3.4. Consequences of Policy Violation:

Osraah application reserves the right to remove infringing content, suspend/terminate accounts, impose fines, or report illegal activity.

3.5. Reporting Violations:

We encourage reporting any content or conduct that violates this policy via Support@Osraah.com.

4. Product Approval Policy and Procedures

These procedures explain how products are reviewed and approved.

4.1. Product Submission Process for Review by the Store:

The merchant provides a description, images, and details of the product (images, description, price, category, inventory) and their licenses. The product is automatically placed in "Under Review" status.

4.2. Product Review Criteria by Management:

• Product-Image Matching: Thorough verification.
• Image and Description Quality: Images must be high-quality (Osraah application reserves the right to reject products or stores with low-quality photography, with the option to refer them to a third party for image improvement).
• Category Compliance and Adherence to Acceptable Use Policy.
• License Validity (verified manually, not automatically).

4.3. Review and Notification Timeline:

App management typically reviews the product within 24 business hours. The store is notified of approval or rejection with the reason stated.

4.4. Product Updates After Approval:

Substantial modifications require re-review.

5. Order Management Policy and Procedures

These procedures define how orders are processed, payment mechanisms, profit transfers, and how product unavailability is handled.

5.1. Receiving and Processing Orders by the Store:

The store receives a notification.

• Order Acceptance/Rejection Time: 5 minutes.
• If no response within 5 minutes, the order is considered automatically accepted.

5.2. Handling Product Unavailability or Order Rejections:

• Store Responsibility: The store bears the full or partial value of the order if it was active and the products were unavailable after acceptance.
• "Temporary Hold" on Account: The store's account may be temporarily suspended in case of repeated issues.

5.3. Payment System and Profit Transfer to Stores:

• Payment Mechanism: Electronic payment only via Visa, Mastercard, Mada card, Apple Pay, STC Bank, STC Pay
• Payment Fees: Borne by the store.
• Receiving Profits: Profits are transferred directly once the client receives the order and confirms it meets all its conditions and quality.

5.4. Delivery and Pickup Types and Confirmation:

• Delivery Options: Instant/scheduled.
• Pickup Options: Instant/scheduled.
• The client must confirm receipt of the order.

5.5. Order Preparation Commitments:

Stores must commit to preparing the order within the pre-defined time upon account activation.

5.6. Store Policies for Scheduled Orders (Delivery and Pickup)

To ensure reliable and high-quality service for scheduled orders, the store commits to the following:

• Preparing the Order on Time:
  • For scheduled orders (delivery or pickup), the store is committed to starting the preparation of the order at a time that ensures its complete readiness for delivery or pickup at the scheduled time.
  • The order must be completely ready for the delivery representative upon their arrival at the agreed-upon time for a scheduled delivery order.
  • For scheduled pickup orders, the order must be ready for the client upon their arrival at the scheduled time.
• Sending Notification to Delivery Representative Upon Starting Preparation:
  • When the store begins preparing the scheduled delivery order, it must send an immediate notification to the delivery representative via the App. This action allows the delivery representative to coordinate their arrival to ensure timely pickup of the order
• Store Responsibility for Delay or Unreadiness:
  • In case the store delays preparing the scheduled order, or it is not ready for the delivery representative at the specified pickup time, or not ready for the client at the scheduled pickup time, the store bears full responsibility for any consequences that may arise from this delay.
  • This may include imposing delay fees on the store or temporarily suspending its account in accordance with order management policies.
• Commitment to Product Availability:
  • The store must ensure the availability of all products in scheduled orders at the time of preparation and delivery.
  • In case one or more products in a scheduled order are unavailable after it has been accepted, the policy regarding store responsibility for product unavailability mentioned in the Terms of Service (bearing the full or partial value of the order) will apply.

6. In-App Communication Policy

Explains how the messaging and calling system works.

6.1. In-App Messaging and Communication System:

For communication between the client, store, and delivery representative. In-app messages are subject to monitoring to ensure safe communication and prevent misuse; however, messages are not reviewed unless there is a complaint.

6.2. Communication Responsibilities by Order Type:

Direct communication for orders (pickup/delivery).

6.3. Communication Code of Conduct:

Mutual respect, professionalism, spam prohibition, protection of personal data.

6.4. Process for Adding a Private Delivery Representative for the Store:

The store can add a private delivery representative subject to Osraah application review. The store is responsible for the representative's conduct. A separate application for delivery representatives exists, and registration requirements will be clarified in the Osraah Delivery Representative App Terms later

7. Store Profile Management Policy

Explains how stores manage their profile information.

7.1. Creating and Managing the Basic Store Profile:

Requires accurate information (name, address, licenses). Licenses are verified manually.

7.2. Options for Displaying Store Geolocation:

The store's location is not shown to the client for delivery, but the estimated arrival time is shown. It is only visible to the delivery representative. The store's location is only visible to the client when the pickup option is enabled. Approval to update the location requires providing a new national address.

7.3. Adding and Managing Private Delivery Representatives for Stores:

Stores can add delivery representatives subject to Osraah application approval. The store is responsible for them.

7.4. Updating Store Information:

The store is responsible for the accuracy and correctness of its data. In case of proven fake data, the App management reserves the right to suspend the account or terminate the service permanently.

8. Complaints and Violations Management Policy and Procedures

These procedures explain how complaints and disputes are handled.

8.1. Types of Potential Complaints and Disputes:

Covers client complaints against stores and delivery representatives, store complaints against clients and delivery representatives, and disputes with Osraah application.

8.2. Steps for Submitting a Complaint:

Users can submit a complaint via the dedicated complaints and support email: Support@Osraah.com. Complaint emails for order-related issues must be sent within 10 hours of the order execution time. Detailed information with any available evidence (photos, conversations) must be provided.

8.3. Complaint Investigation Process:

Investigation begins immediately upon receipt of the email. Investigation includes gathering information and communicating with parties. The delivery representative bears the full value of the order if it was damaged due to their fault. The store is responsible for appropriate packaging.

8.4. Response and Resolution Timeline:

Complaints are responded to within a maximum of 7 business days. A response is provided within a maximum of 5 business days from the date of receiving the complete complaint.

8.5. Escalation Procedures and Legal Dispute Resolution:

The client has the right to claim in case of delayed, damaged, or non-conforming orders. Osraah application reserves the right to remove any product without the store's consent if there is a compelling reason, suspend the account, or take other actions. Legal action can be pursued. Conversations between parties can be submitted to legal authorities in case of a violation or complaint between the two parties or similar

9. Update and Amendment Policy

Osraah application management reserves the right to modify these policies and procedures at any time. Users will be notified of material changes via the App or email. Your continued use of the App after the changes are posted signifies your agreement to the modified policies and procedures.