1. Introduction

MadfoatCom places great importance on protecting its customers’ rights and maintaining the confidentiality and security of their personal data. As a Sub-billers Aggregator under licensing with the Saudi Central Bank, and being committed to the Personal Data Protection Law, this document aims to clarify customers’ rights and the mechanism to exercise them, in addition to the company’s obligations toward protecting these rights.

2. Purpose

• To enhance transparency with customers.
• To enable customers to exercise their rights related to their personal data and payment services.
• To comply with regulations and directives issued by the Saudi Central Bank and other regulators.

3. Scope of Application

This document applies to all customers, including:

• Sub-billers served through the company.
• End beneficiaries of payment services via the SADAD network.
• Any party whose personal data is processed through the company’s systems.

4. Customer Rights

According to the Personal Data Protection Law, customers enjoy the following rights:

1. Right to Know and Disclosure

• To know the type of data collected, the purpose of its use, and the parties with whom it is shared.

1. Right of Access

• To obtain a copy of their personal data held by the company.

1. Right to Rectification and Update

• To correct inaccurate data or complete missing data.

1. Right to Erasure

• To request deletion of their data when no longer needed or when the processing purpose ends.

1. Right to Restrict Processing

• To suspend data processing under certain circumstances (e.g., while verifying its accuracy).

1. Right to Object

• To object to the use of their data for marketing or non-essential purposes.

1. Right to Withdraw Consent

• To withdraw prior consent to use of their data, without affecting the validity of previous processing.

1. Right to Complaint and Appeal

• To file a complaint with the company or the Saudi Central Bank if dissatisfied.

5. Mechanism for Exercising Rights

Request Channels:

• Email: [email protected]
• Customer Service Center: ( )
• Online Platform: ( )
• Company Offices: ( )

Response Procedures:

• Requests are received and documented electronically.
• Customers are provided with an acknowledgment of receipt within three (3) business days.
• Requests are processed within a maximum of 30 days.
• If rejected, the legal reasons will be explained.

Fees:

• Exercising rights is free of charge, except in exceptional cases (e.g., repetitive requests without justification).

6. Company Obligations Toward Customers

• Protecting the confidentiality and security of customer data through technical and organizational controls compliant with SAMA standards.
• Collecting only the data necessary to provide the service.
• Sharing data only with legally authorized parties (e.g., SADAD, Saudi Central Bank).
• Retaining data only for the required duration and for regulatory purposes.
• Providing customers with clear information when data is collected or when privacy policies are updated.

7. Security and Cybersecurity Commitments

• Using encrypted systems for data transmission and storage.
• Regular monitoring of systems to prevent breaches or unauthorized access.
• Training employees on data protection policies and customer protection.

8. Transparency Commitments

• Publishing this document on the company’s website in a clear and easily accessible manner.
• Providing a printed copy upon request.
• Notifying customers of any material amendments to this document prior to enforcement.

9. Complaints and Grievances

If a customer is not satisfied with the handling of their request, they may submit a complaint through the following channels:

• Directly to the company via customer service channels.
• To the Saudi Central Bank through the “SAMA Care” platform.

10. Enforcement and Updates

• This document shall be effective from the date of its approval.
• It is subject to periodic review (annually or as needed), or upon any amendments to the directives and regulations of the Saudi Central Bank, to ensure full compliance with the latest laws and regulations.