Privacy Policy

1. What this policy covers

This policy applies to the SOOB app, the SOOB website, and any purchase or support you make through them, across our three product lines: SIM and eSIM plans, vouchers, and devices.

SOOB is a marketplace. For some products we connect you to a telecom operator or another partner who provides the actual service or ships the product. Where that happens, the partner also handles your data under its own privacy policy for the part it is responsible for. We explain this in Section 6.

2. Information we collect

Account information. When you create an account we collect your full name, address, mobile number, and email address. This is the minimum required to open an account and complete a purchase.

Identity verification. SIM and eSIM purchases require identity verification each time you buy, as required by CST regulations. We verify your identity through Nafath. Residents and citizens verify with their national identity through Nafath. Visitors verify through Nafath’s one-time flow using passport and nationality. Verification includes face recognition, which is carried out by Nafath. We receive confirmation of the verification result and the identity details needed to complete your order. We do not perform the biometric matching ourselves.

Purchase and transaction information. Details of the plans, vouchers, and devices you buy, order status, delivery address for physical items, and records of the terms you agreed to at the time of each purchase.

Payment information. Payments are processed by our payment providers. We receive confirmation of payment and limited transaction details. We do not store full card numbers.

Support communications. When you contact support through the app, we collect the messages you send and the context of your request so we can help you and, where needed, escalate to the right partner.

Device and usage information. Basic technical information such as device type, app version, and how you use the app. We use this to run the service, keep it secure, and improve it.

3. How we use your information

We use your personal data to:

• Create and manage your account.
• Verify your identity where a purchase requires it.
• Process your orders and deliver your SIM, eSIM, voucher, or device.
• Provide our AI features, described in Section 4.
• Answer your support requests and pass service complaints to the right partner.
• Send you the transaction notifications we are required to send (see Section 8).
• Send you marketing and offers, only if you have chosen to receive them (see Section 8).
• Keep the platform secure, prevent fraud, and meet our legal and regulatory obligations.

We only use your data for the purposes described here. We do not sell your personal data.

4. Our AI features

SOOB uses AI to help you choose and get support. This includes a plan finder that suggests SIM and data plans based on what you tell us about your needs, product recommendations across the catalogue, and an AI support assistant that answers common questions.

Our AI uses the information you provide and your activity on the platform to make suggestions. Recommendations are guidance to help you decide. You are always free to choose differently. When our AI support assistant cannot resolve your request, it hands you to a human agent, and to the relevant partner where the issue is theirs to fix.

Some of these AI features are powered by third-party AI service providers who process your inputs on our behalf to generate a response. Where this is the case, we share only the information needed for the feature to work, and we require these providers to keep your data confidential and not to use it to train their own models or for any purpose other than providing the feature to us.

5. Legal basis for processing

We process your personal data on the basis of your consent, to perform the contract when you buy from us, and to comply with our legal and regulatory obligations in the Kingdom of Saudi Arabia. We ask for your explicit agreement at the points required, including when you register, when you buy a SIM or eSIM, when you buy a voucher, and whenever we introduce fees or change our terms.

6. How we share your information

We share personal data only with the parties needed to deliver what you asked for:

• Telecom operators and MVNO partners (for example the operator behind the SIM, eSIM, or plan you buy). They activate and provide the service and verify your details as required.
• Our voucher partner, who supplies the vouchers we resell.
• Device fulfilment partners, who ship the device you order.
• Nafath, for identity verification.
• Our support and customer engagement providers, who power our support tools and communications.
• Our payment providers, who process your payments.
• Government and regulatory authorities, where we are legally required to disclose information.

We require all of these partners to protect your personal data to a standard equivalent to this policy and as required by the PDPL, to keep it confidential, and to use it only for the purposes for which we share it with them.

Who is responsible for what. Under CST regulations, SOOB is responsible for the platform and technical issues, and the telecom operator is responsible for the telecommunications service itself. If your complaint is about the service, we pass it to the operator and provide a channel to do so. If it is about the platform, we handle it directly.

7. Where your data is stored

We store your personal data on infrastructure located inside the Kingdom of Saudi Arabia, as required by CST regulations and the Personal Data Protection Law (PDPL).

Where a partner needs to process your data outside the Kingdom in order to deliver a service you have requested, we do so only where permitted and in line with the cross-border transfer requirements of the PDPL.

8. Marketing and required notifications

Marketing is optional. You can choose whether to receive promotional messages, and you can opt out at any time in the app or by using the unsubscribe option in the message.

Some messages are required and you cannot opt out of them. For telecom transactions, we are required by CST regulations to notify you by both email and SMS about matters such as your subscription details, changes an operator makes to your request, and other service matters. These are not marketing and continue as long as you use the relevant service.

9. How long we keep your data

We keep your personal data for as long as your account is active and for as long as we are required to keep it under Saudi law and CST regulations. When we no longer need it, we delete it or anonymise it.

10. Your rights

Under the Personal Data Protection Law, you have the right to:

• Be informed about how we use your personal data.
• Access your personal data and request a copy of it.
• Request correction of data that is inaccurate or incomplete.
• Request deletion of your personal data, subject to any legal retention requirements.
• Withdraw your consent, including consent to marketing.

To exercise any of these rights, contact us at info@soob.sa. You also have the right to raise a complaint with the competent authority in the Kingdom of Saudi Arabia.

Deleting your account. You can delete your SOOB account and associated personal data directly in the app, or by contacting us at info@soob.sa. We may need to keep some records where the law requires it.

11. Children's privacy

SOOB is not directed to children under 13, and we do not knowingly collect personal data from anyone under 13. Buying a SIM or eSIM requires identity verification through Nafath. If we learn that we have collected personal data from a child under 13 without proper authorisation, we will delete it.

12. Security

We use appropriate technical and organisational measures to protect your personal data against loss, misuse, and unauthorised access. No system is completely secure, but we work to keep your data safe and to meet the security standards expected of us.

13. Changes to this policy

We may update this policy from time to time. When we make a significant change, we will let you know through the app and, where required, ask for your agreement again. The date at the top shows when this policy was last updated.

14. Contact us

If you have questions about this policy or your personal data, contact us at:

Easy Communication Company for Telecommunications and Information Technology

Al Yasmin District, Riyadh, Saudi Arabia

info@soob.sa