1Introduction
Oshen Car Services ("Oshen", "we", "us", or "our") is committed to protecting your privacy and handling your personal data responsibly. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use any of our platforms.
By accessing or using any Oshen platform, you agree to the collection and use of your information as described in this Policy. If you do not agree, please discontinue use of our services.
This Policy complies with the Personal Data Protection Law (PDPL) of the Kingdom of Saudi Arabia issued by Royal Decree No. M/19 dated 9/2/1443H, and its implementing regulations.
2Platforms Covered
2.1 Workshop Management App
A web-based workshop management system that Oshen licenses and provides to auto repair workshops and service centers. Each subscribing workshop uses it to manage work orders, customer and vehicle records, inventory, and day-to-day operations.
Primary Users:
- Auto repair workshops and service centers subscribed to the platform
- Workshop managers, supervisors, and technicians at licensed businesses
- Administrative and finance personnel at licensed businesses
2.2 Spare Parts Web App
A web-based platform that Oshen licenses and provides to spare parts shops and retailers. Each subscribing shop uses it to manage parts catalogs, pricing, inventory, and customer orders. End customers may browse and order through the shop's web interface or integrated WhatsApp support.
Primary Users:
- Spare parts shops and auto parts retailers subscribed to the platform
- Shop owners, sales staff, and warehouse personnel at licensed businesses
- End customers ordering parts through a licensed shop's storefront
2.3 Oshen Mobile App
A mobile application enabling customers to schedule vehicle towing and pickup services. Upon request, our team travels to the customer's location, tows the vehicle to one of our approved and contracted workshops for servicing, and returns it to the customer upon completion.
Primary Users:
- Individual vehicle owners requiring towing or vehicle pickup services
- Customers tracking their service request or vehicle status
3Information We Collect
3.1 Information You Provide Directly
Across our platforms, you may provide us with:
- Full name
- Mobile phone number and email address
- Vehicle information: make, model, year, VIN, license plate number
- Pickup and drop-off addresses
- Payment and billing information
- Service requests, complaints, and communications with our team
- Account credentials (username and password, where applicable)
3.2 Information Collected Automatically
When you use our platforms, we may collect:
- Device information: device type, operating system, browser type, device identifiers
- Log data: IP address, pages visited, timestamps, actions performed
- App usage data: features accessed, session duration, crash reports
- Cookies and similar tracking technologies on web platforms
3.3 Location Information (Mobile App)
The Oshen Mobile App collects location data to provide our core services. Specifically:
- Real-time GPS location when you submit a towing or vehicle pickup request
- Pickup and destination coordinates for service dispatch and routing
- Driver location during active service assignment (for ETA and tracking)
Location data is only collected when the app is in use during an active service request. We do not collect background location data when you are not actively using the service.
3.4 Licensed B2B Platforms — Operational Data
Through the Workshop Management App and Spare Parts platform provided to our licensed business clients, we process:
- Work order details and job completion records
- Vehicle inspection reports and service history
- Customer interaction logs generated within the platform
3.5 WhatsApp & Communication Data
If you contact us or interact through WhatsApp (via our automated assistant or customer support team), we may collect and store the content of those communications for the purposes of responding to your inquiries and improving our service.
4How We Use Your Information
We use the information we collect for the following purposes:
Service Delivery
- To operate and support our licensed B2B platforms (workshop management and spare parts) for subscribing businesses
- To process and fulfill towing and vehicle pickup requests through the Oshen Mobile App
- To coordinate towing and vehicle pickup to and from contracted workshops
- To communicate with you about your service status, updates, and appointments
Account & Platform Management
- To create and manage your account
- To authenticate users and maintain platform security
- To manage user access and permissions within licensed B2B platforms for business clients
Payments & Billing
- To process payments and issue invoices compliant with ZATCA e-invoicing requirements
- To maintain financial records as required by Saudi law
Customer Support & Communication
- To respond to inquiries, complaints, and feedback
- To send service confirmations, reminders, and updates via SMS, WhatsApp, or email
- To contact you about issues affecting your vehicle or service
Improvement & Analytics
- To analyze usage patterns and improve platform performance
- To conduct quality assurance and resolve technical issues
- To develop new features and service offerings
Legal & Compliance
- To comply with Saudi regulations, including PDPL, ZATCA, and other applicable laws
- To respond to lawful government or regulatory requests
- To enforce our terms of service and protect our legal rights
5Sharing Your Information
We do not sell your personal data. We do not share your information with third-party marketing partners or external commercial entities.
Your data is used exclusively within Oshen for the purposes described in this Policy. The only exceptions are:
5.1 Within Oshen
- Your information is shared internally between our operational, customer support, and technical teams solely as needed to deliver your requested service
- Access to data is restricted to authorized Oshen personnel only
5.2 Legal Requirements
- We may disclose data to regulatory authorities (e.g., ZATCA, SAMA) when required by applicable Saudi law
- We may disclose data in response to court orders, judicial requests, or lawful government proceedings
- We may disclose data to protect the rights, safety, or property of Oshen, our users, or the public
6Data Retention
We retain your personal data for as long as necessary to fulfill the purposes described in this Policy, including:
- Active account data: retained for the duration of your account and service relationship with Oshen
- Transaction and invoice records: retained for a minimum of 10 years as required by Saudi commercial and tax law
- Service request logs: retained for 3 years for quality assurance and dispute resolution
- Location data from the Mobile App: retained for 90 days after service completion, then deleted or anonymized
After the applicable retention period, data is securely deleted or anonymized.
7Data Security
We implement appropriate technical and organizational measures to protect your personal data against unauthorized access, disclosure, alteration, or destruction. These measures include:
- Encrypted data transmission using HTTPS/TLS across all platforms
- Role-based access controls limiting data access to authorized personnel
- Secure server infrastructure hosted on trusted cloud providers
- Regular security reviews and vulnerability assessments
- Staff training on data protection practices
However, no method of transmission over the internet or electronic storage is 100% secure. We encourage you to use strong, unique passwords and to contact us immediately if you suspect unauthorized access to your account.
8Your Data & Account Deletion
You have control over your personal data. You may request to access, correct, or delete your information at any time by contacting us using the details in Section 9.
The simplest way to delete all your personal data from our systems is to delete your account. Upon account deletion:
- Your profile, service history, and associated personal data will be permanently removed
- Data retained for legal or financial compliance purposes (such as invoice records) will be kept only for the legally required period and then securely deleted
- Location data and communication logs not subject to retention requirements will be deleted promptly
To delete your account, go to Account Settings within the app or contact us directly. We will process your request within 30 days.
9Contact Us
If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:
- Company Name
- Oshen Car Services (أوشنكارز المحدودة)
- Address
- Al Qatif, Eastern Province, Kingdom of Saudi Arabia
- support@oshen.sa
- Phone
- 920032641
- Website
- oshen.sa
10Cookies & Tracking Technologies
Our web platforms (Workshop App and Spare Parts Web App) use cookies and similar technologies to:
- Maintain your session and authentication status
- Remember your preferences and settings
- Analyze platform usage and performance
- Improve user experience
You may control cookie preferences through your browser settings. Disabling certain cookies may affect the functionality of our platforms. The Oshen Mobile App does not use browser cookies but may use device identifiers for similar purposes.
11Updates to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or for other operational reasons. When we make material changes, we will:
- Update the Effective Date at the top of this Policy
- Notify registered users via email or in-app notification
- Post the updated Policy on our website and within our applications
Continued use of any Oshen platform after the updated Policy becomes effective constitutes acceptance of the changes.