Privacy

This privacy notice covers how Mobily processes personal information collected during your visits to its branches, your communication with customer service, or when you use or benefit from Mobily’s services in the fields of telecommunications and information technology, or through your interaction with the content and advertisements published by Mobily on social media platforms.

Personal information refers to the data provided by the customer to Mobily that can identify the user directly or indirectly. This includes, but is not limited to: names, personal identification numbers, addresses, contact numbers, license and registration numbers, bank account numbers, credit card numbers, and any other personal data.

Please note that providing some personal information is essential to access Mobily’s services, as required by the Communications and Information Technology Law issued under Royal Decree No. M/106, dated 2/11/1443H, and its executive regulations. If there is any change in your provided data (such as the national address, contact information, or renewal/update of identity), please notify us to take the necessary actions. If your data is not updated within the required time period, Mobily reserves the right to suspend or stop processing the data in accordance with the Communications Law.

You can browse our website and use our online services without providing any personal information directly. However, Mobily may automatically collect some information to enhance your experience, offer better service, or analyze data and generate internal reports that meet business requirements. This includes, but is not limited to, your IP address, cookies, browser type and version, device information, operating system, regional settings, and other details related to your interactions with the website, such as pages visited and browsing duration.
 

We collect, use, and process your personal data for organizational, improvement, and development purposes, including but not limited to the following:

1. Meeting regulatory requirements: To collect the necessary data to benefit from the services provided by Mobily.
2. Developing and improving products and services: To enable Mobily to develop, enhance, market, and deliver products and services effectively to customers.
3. Resolving issues and improving the experience: To address any inquiries or complaints you may have and improve your experience as a beneficiary.
4. Compliance with legal and judicial requirements: To meet legal and judicial obligations.
5. Data analysis and reporting: To analyze data and generate internal reports that meet business requirements, such as statistical reports.
6. Supporting the telecommunications sector: To understand, study, and develop the telecommunications sector in general.
7. Preventing fraud and network protection: To process your usage data to protect against fraud, detect misuse or damage to our networks, recover debts, and track those indebted to us due to the use of our services.
8. Third-party analytics tools: Mobily uses third-party analytics tools to gather statistical information about our website’s performance and usage patterns. This data is aggregated and used to assess the quality of our services and identify areas for improvement, without being linked to specific individuals.

While some of this data may not directly identify you, when combined with other information, it can constitute personal data. Mobily treats this information responsibly and in accordance with applicable data protection laws.
 

As a Mobily customer, you have the following rights:

1. Right to be Informed: Individuals must be informed about the reasons for collecting their personal data, the identity of the data controller, and any potential risks of not providing the requested data.
2. Right of Access: Individuals can request access to their personal data.
3. Right to Correction: Individuals may request corrections or updates to inaccurate or incomplete personal data held by the controller.
4. Right to Erasure: Individuals can request the deletion of their personal data if it is no longer necessary for the original purpose or if they withdraw consent.
5. Right to Withdraw Consent: Individuals can withdraw previously given consent at any time, except where the law mandates otherwise.
6. Right to Obtain Personal Data: Individuals can request a copy of their personal data in a readable format to understand what is being held about them.
7. Right to File a Complaint: Individuals have the right to submit a complaint to the relevant regulatory authority if they believe their personal data has been misused or their data privacy rights have been violated, in accordance with applicable laws.

You can exercise these rights by contacting our customer support at 1100 from a Mobily line or on: +966 (0) 560 101 100 for other operators.
 
 

We process your personal data under the following legal bases:

1. Consent: Personal data will be processed only with the explicit and documented consent of the individual, unless specific legal exceptions apply.
2. Contractual Obligation: Processing is necessary to provide services or fulfill contractual obligations with the individual, such as delivering products or managing customer accounts.
3. Legal Obligation: Processing is required to comply with applicable Saudi laws and government regulations, including those related to public health, security, or legal reporting.
4. Legitimate Interest: In limited cases, data processing may be carried out to prevent fraud, enhance security, or ensure the proper functioning of services, provided it does not override the individual’s rights or freedoms. However, this basis will not apply to sensitive personal data such as health or financial information.
    

Mobily retain your personal data only for as long as necessary to fulfill the purposes for which it was collected, respond to inquiries, resolve disputes, and comply with legal or regulatory obligations. The retention period may vary depending on the nature of the data and specific legal requirements. Once the data is no longer needed, we ensure its secure deletion, anonymization, or disposal in accordance with our internal policies and relevant laws to protect your privacy.

At Mobily, we may engage with trusted external partners to enhance the quality of our services. Any sharing of your personal data with these partners will be limited to the purposes outlined in this privacy notice and conducted in accordance with the applicable legal basis and your provided consent.

We are committed to safeguarding your personal data while ensuring exceptional service. Any data shared with external parties will be handled securely and in compliance with applicable laws.

We may disclose your personal data when required to comply with the laws and regulations in force in the Kingdom of Saudi Arabia, including court orders and valid requests from public authorities. Disclosure may also occur when necessary to safeguard public health, national security, or public safety. Additionally, we may share personal data to prevent fraud, enforce our agreements, or protect the rights, property, or safety of Mobily, its customers, employees, or others.

By reading this Privacy Notice, it is your consent to collect, use or disclose your personal information as outlined in this notice, if you do not agree, please do not provide any personal information to Mobily. If you have provided personal information to Mobily and no longer desire to agree to the Privacy Notice, please let us know. 

Data transmission over the Internet cannot be considered completely secure.  However, the information provided is protected with the highest standards of privacy and security. In all our websites and applications, as specified SSL encryption standards are used to protect data traffic.  We protect your personal information from unauthorized access by means of access control measures and physical security measures.  In addition, Mobily retains your personal information only as long as it is necessary to achieve the purposes specified above or as required by law.

Our website and mobile apps may include links to third-party websites, each with its own privacy notice. We do not control these sites and are not responsible for how they handle your personal data. We recommend reviewing their privacy policies to understand how they manage your information.

Mobily is keen to protect its customer’s data and continues to provide them with the best experience, it reserves its right at any time, and at its discretion, to amend and update this notice from time to time.  When the update is completed, Mobily will notify its customers. In addition, to placing the "last updated" date at the top of this page. Please review this notice periodically. Knowing that your continued use of the website or application after any of these modifications means your acceptance of them.

If you have any questions about this notice or wish to exercise your rights, please contact us:

Email: info@mobily.com.sa
Phone: +966 (0) 560 101 100