1. Scope of this policy

This policy explains what data Sana' collects, why, where it is stored, who it is shared with, and what rights you have over it. It covers the app and the public store and product pages.

It does not cover what happens outside Sana'. If you contact a family on WhatsApp or by phone, or open their Instagram, TikTok or Snapchat, you are then in a service run by someone else, under their policy.

2. Who we are

Sana' is a directory connecting productive families with customers near them, and it is the party that decides the purposes and means of processing your data in relation to your account and content.

We are not a party to any sale. No payment passes through the app and we do not process card details. We do not read your in-app conversations unless one of the two people in them reports it, and we do not see what passes between you and a family on WhatsApp.

3. What we collect

When you create an account: your email address, and a password if you register that way. Passwords are handled entirely by Firebase and never reach our servers. If you sign in with Apple or Google, we receive only the email address and the account identifier.

If you are a productive family: store name and description, owner name, WhatsApp number, city and region, store logo and cover image, and social accounts if you add them. Every listing carries a contact number — required, because ordering on Sana' happens through direct contact.

What you publish: product photos, descriptions and prices; "What do you need?" requests; community posts and comments; ratings and reviews.

Orders: when you send an order to a family, we store the products and quantities with their prices as shown at that moment, the pickup method you chose, your note if you wrote one, your display name, and the order's status and the dates it changed. We do not ask for your phone number or address. If you are a productive family, we store the pickup and delivery settings you set — neighbourhood or areas and delivery fee — and we do not ask for an address.

Conversations: when you message a family, or a customer messages you, inside the app, we store the messages and photos sent, when they were sent and opened, the order and offer cards shown in the conversation, who you block and what you report, and the saved replies a family sets. We do not ask for your phone number or address for this.

Your location: you can pick your region manually, or let the app infer it from your device location. In that case your device's operating system turns the coordinates into a region name, and only that name is saved on your device. The coordinates never reach our servers. Declining the permission does not stop you using the app.

Notifications: if you allow them, we store a notification token for your device. The permission is requested after you sign in, not on first launch. A notification for a new message carries the sender's name and the start of the message, and passes through Expo and Apple's or Google's notification service.

Operational data: in-app notifications, and aggregate usage events consisting only of an event type and a product category — no free text and no identifier for you. We also record search terms that returned nothing, without linking them to any account.

When you sign in with Apple: we store a refresh token issued by Apple. Its only purpose is to revoke your account's link to Apple when you delete it. It is sent to no one and appears in no response to the app.

Ads: the app shows ads through Google AdMob. They are non-personalised ads: we do not use your data to build an advertising profile of you, and we do not share your personal data with AdMob. AdMob may collect technical data from your device — such as the advertising ID, IP address and device type — to serve and measure the ad, prevent fraud and limit repetition, under its own policy. In some countries you are shown a consent screen for this. Ads are not shown to subscribers of "Upgrade your store".

What we do not collect: no card details, no tracking of you across other apps or websites for our own purposes, and no third-party analytics SDK.

4. Why we process it

We process your data for these purposes and no others:

• Creating your account and verifying sign-in.
• Showing your store and products, and letting customers find you by category and region.
• Enabling direct contact between you and the other party inside the app, by WhatsApp or by phone.
• Keeping conversations and notifying you of new messages, and reviewing a conversation that has been reported.
• Notifying you about what concerns you: a reply to your request, a new request that suits your store, or your store being verified.
• Delivering your order to the family and telling you both its status, and aggregate statistics on order counts and statuses to improve the service.
• Reviewing published content and handling reports and misuse.
• Running and improving the service through aggregate statistics that do not identify you.
• Showing non-personalised ads that help fund the service.

5. Lawful basis

We process your data to deliver the service you asked for, in relation to your account and content; and on the basis of your consent for location and notifications — both optional, both withdrawable from your device settings without the app ceasing to work.

6. What is public

Sana' is a directory, which means part of a family's data is shown deliberately: store name, description, logo and city; products with their photos and prices; social accounts if added; and published ratings. The pickup and delivery settings a family sets appear on its page.

Your contact number is not printed on the product page or in the conversation inside Sana' — the WhatsApp and call buttons work without showing it. It does become known to the customer once they open a WhatsApp conversation with you or call you, and a family can hide the WhatsApp button from her conversations whenever she likes. An order and a conversation are visible only to their two parties: the family and the customer alone see the products, quantities, pickup method, note, messages and your display name — not your number or email.

7. Service providers

We do not sell, rent or share your data for marketing. We rely on technical providers whose processing is limited to running the service:

• Firebase (Google) — accounts and authentication.
• MongoDB Atlas — the database.
• Cloudinary — image and video storage and delivery.
• Render — server hosting.
• Expo — notification delivery and app updates.
• Sentry — crash reporting. Reports are stripped of passwords, tokens, phone numbers and images before they are sent.
• Google AdMob — showing non-personalised ads. It collects some technical data from your device under Google's policy.
• Apple and Google — sign-in, and subscription billing once enabled.

8. WhatsApp and calls

Tapping the WhatsApp button opens a conversation in WhatsApp with the family, pre-filled with the product name and a link to its public page — or, when you send an order, its number, products, quantities, displayed prices and pickup method. We send no data about you to WhatsApp — you send the message, and it is your WhatsApp account the other party sees.

We do not see your WhatsApp conversation and keep no copy of it. What we record is that the contact button was tapped, because that is what powers "My families" — the list of families you have contacted.

A conversation inside Sana' runs on our servers: no one on our team reads it, except the last eight messages of a conversation that one of its two people has reported, so that we can review the report. The WhatsApp button inside a family's conversations is optional, and she can turn it off whenever she likes.

9. Where your data is stored

App data is stored and processed on servers outside Saudi Arabia: the database and server are in Frankfurt, Germany, and other providers may process it in other regions according to their own infrastructure.

This transfer is necessary to provide the service, and is subject to the rules on transferring personal data outside the Kingdom and to our contractual obligations with each provider.

10. Security

The app connects to our servers over an encrypted connection, and passwords are handled entirely by Firebase so they never reach us. Administrative access is limited to what review requires, and administrative actions are logged. Crash reports are stripped of sensitive data before they are sent.

Even so, no method of electronic transmission or storage is completely secure, and we do not promise absolute security.

11. Retention

We keep your data for these periods:

• Your account data and content: for as long as your account exists.
• Orders: one year from creation, then deleted automatically.
• Conversations: each message one year from when it was sent, and the conversation itself one year from its last activity, then deleted automatically.
• Notifications: ninety days, then deleted automatically.
• Aggregate usage events: ninety days.
• Search terms that returned nothing: one hundred and eighty days.
• Daily engagement counters: forty-five days.
• Administrative logs and reports: kept after account deletion as a record of what happened rather than the account's own data, and separated from your identity as far as possible.

12. Deleting your account

You can delete your account from inside the app: Account → Delete account. Deletion is permanent and cannot be undone.

It covers your account data, your listings and their images, your requests and responses, the orders you sent and received, your conversations with their messages and photos — which disappear for the other person too — your reviews, your community posts and comments, your notifications, your family connections, and the authentication account itself so it can no longer sign in. If you signed in with Apple, we revoke the app's link to your Apple account.

What is not deleted: administrative logs and reports filed about published content — a record of something that happened. Reports about conversations are deleted with the conversation.

13. Your rights

You have the right to know how your data is processed, to access it, to obtain a copy of it, to correct what is inaccurate, and to request its destruction.

You can edit most of your data directly from your profile and delete your account yourself from inside the app. For anything else, or to complain, write to the address in the last section.

14. Children

Sana' is not directed at anyone under thirteen, and we do not knowingly collect their data. If we learn of such an account, we delete it and its data.

15. Changes to this policy

We may update this policy whenever the app changes. The version number and last-updated date appear at the top of this page, and we will tell you in the app about any material change to what we collect or who we share it with.

16. Contact us

For any question or request about your data: support@san3.app