Account Deletion Policy – Tajwal App

Last Updated: [Insert Date]

1. Introduction

At Tajwal (“we”, “our”, “us”), we take user privacy and data protection very seriously. We are committed to giving our users full control over their accounts and the personal information associated with them. This policy explains how you can request to delete your account and all related data, what happens once you submit the request, and how we handle information retention and removal in compliance with applicable laws and best practices.

2. Scope of this Policy

This policy applies to:

All accounts created through the Tajwal mobile app or the official website.
All personal and usage data linked to your Tajwal account, including your name, email address, phone number, plan details, usage history, device information, billing details, and communication logs.
All user requests to delete or erase account information.
Our data retention and deletion procedures for compliance and fraud-prevention purposes.

3. Your Rights and Account Deletion

As a Tajwal user, you have the right to:

Request permanent deletion of your account and all data associated with it, except for data we are required by law to retain temporarily.
Know what information we hold about you and for what purpose.
Request account deletion directly within the app or through our official contact channel.
Receive confirmation once your account and data have been fully deleted.

4. How to Request Account Deletion

You may request to delete your account using one of the following methods:

Open the Tajwal app → go to Settings → My Account → Delete Account and follow the on-screen instructions. You may be asked to verify your identity to ensure the request is made by the legitimate account owner.
If you cannot access the app, send an email to help@tajwal.co including:
- The email address or phone number associated with your Tajwal account.
- A clear statement requesting permanent deletion of your account and data.
- Any additional information we may need to verify your identity.
Once your request is received, we will confirm by email and inform you of the next steps and estimated completion timeframe.

5. What Happens After We Receive Your Request

After verifying your identity, we will:

Immediately deactivate your account so that you can no longer log in or use it.
Begin the permanent deletion process for all associated data, including:
- Personal information (name, email, phone number, billing details, etc.).
- eSIM or plan data, activation records, and usage history.
- Payment information or invoices, where applicable.
- Support tickets, communications, or service history related to your account.

6. Timeframe and Special Cases

We aim to complete account deletion within 30 days of verifying your identity. In some cases, certain records may need to be retained for a short period due to legal, technical, or financial obligations, but these will be deleted as soon as retention is no longer required.

7. What Account Deletion Means

You will no longer be able to sign in to your account.
All personal data and history associated with your account will be permanently removed and unrecoverable.
If you create a new account in the future, it will be treated as a completely new profile, unlinked from any previous records.

8. Exceptions to Data Retention

We may retain limited data only when it is necessary to comply with legal obligations, prevent fraud, resolve disputes, or enforce agreements. In such cases, we will clearly inform you what data is retained, why, and for how long, and ensure it is deleted once the retention purpose is fulfilled.

9. Data Shared with Third Parties

If your account information has been shared with third-party service providers (for example, payment gateways or roaming partners), we will instruct those partners to delete your data as well. However, each third party is independently responsible for completing its deletion process according to its own policies and applicable regulations.

10. Data Not Retained After Deletion

After deletion, Tajwal does not keep any of your personal information or account identifiers, including email, phone number, user ID, device identifiers, or usage logs. Backups containing deleted records are automatically purged within their retention cycle.

11. App Removal vs. Account Deletion

Uninstalling or removing the Tajwal app from your device does not automatically delete your account or data. You must explicitly request account deletion through the app or by contacting help@tajwal.co.

12. Confirmation Notifications

After your request is processed, you will receive a confirmation email stating that your account and all associated data have been deleted, or explaining any lawful exceptions if applicable.

13. Security During Deletion

All deletion operations are handled securely using encryption and strict internal controls. We verify the requester’s identity before deletion, restrict access to authorized staff only, and permanently remove records from active and backup systems once completed.

14. Post-Deletion Support

If you believe your account was not deleted correctly or have further questions, please contact our support team at help@tajwal.co. You may also request a data export before submitting a deletion request.

15. Policy Updates

We may update this policy from time to time to comply with legal or operational changes. Any updates will be published here with the revised “Last Updated” date at the top of the page. Continued use of our app after updates means you agree to the new version.

16. Language and Governing Law

The Arabic version of this policy is the official binding version. This policy is governed by the laws of the Kingdom of Saudi Arabia, and any disputes will be handled by the competent authorities in the Kingdom.