Terms of Service & Privacy Policy

Zain App is operated by Mobile Telecommunications Saudi Company – Zain KSA. Throughout the App, the terms “we”, “us” and “our” refer to Mobile Telecommunications Saudi Company – Zain KSA. Mobile Telecommunications Saudi Company – Zain KSA offers this App, including all information, tools and services available from this App to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By exploring our App and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the App, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our App. By accessing or using any part of the App, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the App or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current App shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on Terms & Conditions page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our App. It is your responsibility to check Terms & Conditions page periodically for changes. Your continued use of or access to the App following the posting of any changes constitutes acceptance of those changes.

General Conditions

We reserve the right to refuse service to anyone for any lawful reason at any time.

While the App incorporates end to end encryption, you understand that your browsing history, might be transferred unencrypted and involve (a) transmissions over various networks (ex, when using public WiFi); and (b) changes to conform and adapt to technical requirements of connecting networks or devices.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the App through which the service is provided, without express written permission by us.

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

By agreeing to these Terms of Service, you represent that you are at least the age of majority as per the laws of the Kingdom of Saudi Arabia, or that you are the age of majority as per the laws of the Kingdom of Saudi Arabia and you have given us your consent to allow any of your minor dependents to use this App.

You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

You must not transmit any worms or viruses or any code of a destructive nature. A breach or violation of any of the Terms will result in an immediate termination of your Services.

Pre Order Conditions

You must read and accept Zain Terms and Conditions before submitting a pre-order request for any device. The terms and conditions of Zain App shall be binding on you immediately after acceptance and shall constitute an integral part of the general terms and conditions for subscriptions and order requests submitted through Zain App.

• You must pay the full price of the device ordered upfront either by Apple Pay, Credit Card or Mada upon placing the order.

• Customer should indicate the full address for shipping.

• Zain KSA will make its best efforts to deliver the device based on the announced date of the product.

Products or Services (if applicable)

Certain products or services may be available exclusively online through the App. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.

We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor’s display of any color will be accurate.

We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this App is void where prohibited.

We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

Modifications to the Service and Prices

Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

Accuracy of Billing and Account Information

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our App. It is your responsibility to check our App periodically for changes. Your continued use of or access to our App or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our App. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

Optional Tools

We may provide you with access to third-party tools and services over which we neither monitor nor have any control nor input.

You acknowledge and agree that we provide access to such tools “as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

Any use by you of optional tools offered through the App is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

Third-party links

Certain content, products and services available via our Service may include materials from third-parties.

Third-party links on this App may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party’s policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

This App may include links to other websites or material which is beyond Zain KSA control. Zain KSA is not responsible for such websites or material nor does Zain KSA review or endorse these. Zain KSA is not liable, whether directly or indirectly, for the privacy practices or content of such websites or for any damage, loss or offence caused or alleged to be caused in connection with the use of or reliance on any such advertising, content, products, materials or services available on such external websites or resource.

Zain KSA will:

– Maintain at all times the privacy and confidentiality of all information collected. Such information may only be disclosed when required by applicable laws or regulations in Saudi Arabia or when Zain KSA considers that such action is necessary or desirable to provide products and services, or technical support.

– Not sell, share, trade, rent or release any information to any third party outside Zain KSA, its parent or subsidiary companies, without user permission unless it is done on an aggregated basis for analytical purposes.

Accuracy, Completeness and Timeliness of Information

We are not responsible if information made available on this App is not accurate, complete or current. The material on this App is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this App is at your own responsibility.

This App may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this App at any time, but we have no obligation to update any information on our App. You agree that it is your responsibility to monitor changes to our App.

User Comments. Feedback and Other Submissions

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, ‘comments’), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.

You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You

further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

Personal Information

Your submission of personal information through the App is governed by our Privacy Policy.

Errors, Inaccuracies and Omissions and Prohibited Uses

Occasionally there may be information on our App or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

Prohibited Uses

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the App or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

Disclaimer of Warranties: Limitation of Liability

We do not guarantee, represent or warrant that your use of this App will be uninterrupted, timely, secure or error-free.

We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.

You agree that from time to time we may remove products and services for indefinite periods of time or cancel the display of any product or service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided ‘as is’ and ‘as available’ for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall Mobile Telecommunications Saudi Company – Zain KSA, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products

procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some laws do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such jurisdictions, our liability shall be limited to the maximum extent permitted by law.

Indemnification

You agree to indemnify, defend and hold harmless Mobile Telecommunications Saudi Company – Zain KSA and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party

Severability

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

Termination

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our App.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

Entire Agreement

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this App

or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

Governing Law

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia

Changes to Terms of Service

You can review the most current version of the Terms of Service at any time at Terms and Conditions page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our App. It is your responsibility to check our App periodically for changes. Your continued use of or access to our App or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

1. The copyright, information, and available materials on this website or application are assets owned by Mobile Telecommunication Company Saudi Arabia (Zain KSA). It is strictly prohibited to copy, publish, or use them in a way that contradicts what they were published for or to be used for personal purposes and interests without prior written permission.
   
   
2. The user agrees not to use, encourage, promote, facilitate, or instruct others to use the services as follows:
   
   
   1. ​To engage in, promote, or encourage activities that violate any applicable law, regulation, governmental order or decree, legal agreement, or Zain KSA published policies.
      
      
   2. To access or probe any service or system without authorization, including, but not limited to, breaches, vulnerability scans, or penetration testing. 
      
      
   3. To disable, interfere with, or circumvent any service aspect; or to breach any security or authentication measures used by a system or the service.
      
      
   4. Any theft of resources, including sensitive information.
      
      
   5. Upload or download files containing non-owned or non-
      licensed software, materials, data, or other information.
      
      
   6. Upload or download files containing viruses, corrupted data, or any malicious software, or do anything that might affect the site's integrity, reliability, or continued availability of information.
      
      
   7. Publishing, advertising, distributing, or circulating materials or information containing defamation, violating Islamic laws, teachings, public morals, or illegal information through Zain KSA services.
      
      
   8. Using any method, program, or procedure to interfere or attempt to interfere with the proper operation of Zain KSA website or application.
      
      
   9. Take any action that imposes an unreasonable, large, or inappropriate load on the infrastructure of Zain KSA website or application.
      
      
   10. Everything that is considered a violation of the Cybercrime Combating Law or any other related system in the Kingdom of Saudi Arabia.
       
       
3. Legal proceedings will be executed in the case of an illegal act as per applicable law (The Anti-Cyber Crime Law), regulation, governmental order, or decree.
   
   
4. The public is encouraged to use the website or application as intended.

Questions about the Terms of Service should be sent to us at cc@sa.zain.com.

Last Updated: [18-12-2025] 

This Privacy Policy Statement (together with our Terms and Conditions and any other documents referred to on it) describes how Saudi Mobile Telecommunications Company (Zain) referred as ZAIN KSA (hereinafter referred to as ("we," "us," or "our") the operator of this website or mobile app or service collects, uses, discloses, and protects the Personal Data  and respects the privacy of ZAIN KSA’s channel users (herein referred to as "you" and "your"). We are committed to ensuring the privacy and security of your Personal Data and comply with the applicable data protection laws in Saudi Arabia, including but not limited to the Saudi Arabia Personal Data Protection Law (KSA PDPL), the Data Management & Personal Data Protection Standards of the National Data Management Office (NDMO) and other regulations.

ZAIN KSA is an established, reliable telecom operator and a digital service provider whose services include telecom services, 5G network, digital payment services, cloud computing, IoT solutions, fiber services, drones, and many others. More details are provided below.

These operations are governed by applicable laws, regulations, and regulatory directives issued by the relevant legislative and oversight authorities within Kingdom of Saudi Arabia’s jurisdiction.

About ZAIN KSA:

• Company Name: Saudi Mobile Telecommunications Company (Zain)
• Commercial Registration Number: 1010246192
• Registered Address: Riyadh, Al-Shohda Dist, Eastern Ring Road
• Company Type: Joint Stock Company

This Privacy Policy Statement outlines our core principles and practices regarding data protection and privacy and explains how we collect, use, disclose, and protect your Personal Data in connection with your use of Zain services and platforms. By using our services, you acknowledge that you have read and understood this Privacy Policy Statement and Consent to the collection, use, and Processing of your Personal Data as described herein.

For the purposes of this Privacy Policy Statement, the following terms shall have the meanings set forth below:

This Privacy Policy Statement applies to all Personal Data collected, processed, stored, or shared by all Zain KSA entities and all relevant business lines, subsidiaries, suppliers, and affiliated operations.

The scope of this policy statement covers, but is not restricted to, the following:

• Data Subjects: Individuals who interact with Zain as customers, website or mobile app users, service subscribers, or participate in promotional or support activities.
• Channels: Where applicable, Data collected through Zain websites, mobile applications, customer service centers, retail locations, kiosks, digital campaigns, and network infrastructure.
• Data Types: Includes personal identifiers, contact details, financial information, service usage data, device and network metadata, engagement records, and other data categories as defined in this policy statement.
• Processing Purposes: Service delivery, account management, compliance, marketing (with Consent), analytics, support, fraud prevention, and legal obligations, among others.

This policy statement is designed to comply with applicable Personal Data protection regulatory requirements in KSA jurisdiction Personal Data.

  a. What Data We Collect

 ZAIN KSA collects personal data from customers and clients to deliver services efficiently, meet contractual obligations, and comply with legal and regulatory requirements.

We collect only the minimum data necessary for the specified purposes, and delete or anonymize it once no longer needed

We do not knowingly collect or process Personal Data of individuals under the legal age as defined by local regulations without obtaining verified Consent from a parent or legal guardian.

We may collect, but are not limited to, the following categories of personal data:

• Personal Identifiers: Such as full name, email address, phone number, date of birth, and national identification (e.g., Iqama or Saudi National ID) – used for customer verification and service eligibility.
• Account Credentials: Including usernames and encrypted passwords or PINs – to authenticate users and ensure secure account access.
• Financial Information: Credit/debit-card data is submitted directly to our third-party payment gateway and is never collected or stored by us. If you choose to save your card for future purchases, we store only the token provided by the gateway to facilitate recurring billing.
• Usage and Device Data: Including browsing behavior, IP address, and device-specific details – used to improve user experience, optimize services, and support cybersecurity efforts.
• Engagement Data (Optional): Collected through customer surveys, promotions, and interactions – to enhance service delivery, tailor marketing, and gather feedback for continuous improvement.

  b. How do we collect your data 

We collect your Personal Data through multiple secure channels to provide services, respond to customer needs, and meet legal and operational obligations. The collection methods include, but are not limited to, the following:

  c. How do we process your data

We process your Personal Data for specific, limited purposes in accordance with applicable regulation. Each Processing activity is based on a lawful basis and supports the delivery and improvement of our services. The table below outlines key purposes, descriptions, and the corresponding legal bases:

Zain KSA processes personal data in compliance with the Saudi Personal Data Protection Law (PDPL) and other applicable regulatory frameworks. Each data processing activity is carried out on a lawful basis, ensuring transparency, accountability, and the protection of individuals’ rights. Processing may rely on one or more of the following legal bases:

• Consent of the Data Subject

Where required by law or best practice, we seek the data subject’s clear, specific, and informed consent prior to collecting or processing personal data. Consent may be obtained in digital or written form, depending on the nature of the service. Data subjects have the right to withdraw their consent at any time, without affecting the lawfulness of processing carried out before such withdrawal. We ensure that consent requests are understandable and not bundled with unrelated terms. You may withdraw your consent at any time by reaching out to ZAIN KSA through any of the contact methods listed below in this notice.

• Performance of a Contract

We process personal data when it is necessary to establish, manage, or fulfill a contractual relationship with the data subject. This includes enabling service activation, billing, customer support, mobile network access, and usage-based features. Without such data processing, we may be unable to deliver the agreed services or respond to customer needs effectively. Data collected under this basis is strictly limited to what is necessary for contract execution.

• Compliance with Legal or Regulatory Obligations

Certain processing activities are required under the applicable laws and regulations of the Kingdom. We may also be obligated to disclose certain data to governmental authorities or judicial bodies upon lawful request, without the necessity of obtaining any further consent, and in full compliance with the prevailing laws and regulations. Such processing is imperative for the discharge of our legal obligations and for ensuring ongoing regulatory compliance.

• Protection of Public Interest or Vital Interests

In some cases, we process data to protect the vital interests of individuals, for example, during emergencies, public safety threats, or natural disasters. We may also process data to support broader public interest tasks, such as cyber security, fraud prevention, or ensuring continuity of critical telecom infrastructure. These activities are carried out in line with PDPL principles and with appropriate safeguards in place.

We only share data, when necessary, with: 

- Service providers (Example: Payment processors, delivery companies, Debt Collection) 

- Government authorities (if legally required) 

- Analytics partners (Example: Google Analytics, Firebase) 

We may share Personal Data with carefully selected and contractually bound third parties but only when necessary to:

• Deliver, manage, or improve the products and services requested by the Data Subject
• Perform technical, operational, or support functions such as billing, hosting, analytics, or fraud prevention
• Enable engagement with agents, resellers, contractors, vendors, or business process outsourcing partners who process data strictly on Zain’s behalf under written agreements
• Comply with obligations under applicable laws, court orders, or legal proceedings
• Respond to lawful requests from regulatory authorities, such as national data protection agencies, telecommunications regulators, financial services authorities, or law enforcement bodies
• Protect vital interests, public safety, or the rights and freedoms of Zain, its customers, or other individuals in urgent or legally recognized cases

We may transfer Personal Data to third parties located in other jurisdictions, but only when such transfers are necessary and in full compliance with applicable Personal Data protection laws and regulations. These transfers are strictly limited to trusted third parties who are contractually bound to uphold appropriate confidentiality, security, and data protection standards.

Cross-border transfers are carried out only when one or more of the following conditions are met:

• Adequate data protection safeguards are in place in the destination country or organization
• The Data Subject has provided explicit Consent, where required by law or regulation.

All Personal Data is stored securely, and any transfer across borders is subject to rigorous safeguards to ensure the continued protection and lawful Processing of the data.

With respect to the relationship between Controller and Data Subject, as a Zain customer, you are entitled to exercise the following rights under the Personal Data Protection regulations: 

• Right to Be Informed

You have the right to know how we collect, use, process, store, and share your Personal Data, the legal basis for such Processing, and how long it will be retained.

• Right of Access

You may request confirmation of whether we process your Personal Data and, if so, obtain access to the data and related information. This includes the purposes of Processing, categories of data, and details of any third parties with whom it has been shared. You may access certain data directly through your online account or by submitting a request via the contact details provided below. Please note that access may be limited in certain cases to protect the rights of others or to comply with legal obligations.

• Right to Correction
  If your Personal Data we hold about you is inaccurate or incomplete, you may request correction or update by contacting us through the details provided below. Corrections will be processed promptly, and you will be notified once processed.
• Right to Erasure (Right to Be Forgotten)
  You may request deletion of your Personal Data under certain conditions where there is no legal or contractual reason for its continued Processing for example, if the data is no longer needed for its original purpose. Legal or regulatory obligations may limit this right in some cases.
• Right to Restrict Processing
  You can request temporary or permanent restriction of your Personal Data Processing in certain circumstances —for instance, when contesting its accuracy or objecting to its Processing.
• Right to a Data Request
  You may request to receive your Personal Data in a structured, commonly used, and machine-readable format, where technically feasible.
• Right to Withdraw Consent
  If the Processing of your Personal Data is based on your Consent (e.g. for marketing communications), you may withdraw your Consent at any time through your account preferences or by contacting us. This does not affect the lawfulness of Processing carried out before such withdrawal.
• Right to Object (Opt Out) to Direct Marketing
  Data subject may object at any time to the Processing of his/her Personal Data for direct marketing purposes, including profiling related to such marketing. Once a Data Subject opts out, Zain will terminate all such Processing activities immediately.
• Right to Submit Complaint Customer has the right to submit a compliant to DPO at Zain KSA or the competent data protection authority. The Competent Authority shall take the necessary measures regarding the complaint submitted to it and inform the complainant of the outcome. Zain will cooperate fully with any investigation or inquiry and seek resolution in line with applicable legal frameworks

How to exercise rights: 

• Email: DPO@sa.zain.com.
• Visit: Any Zain KSA Branch office.

You may request to exercise the rights listed above. We will respond to such requests within 30 days, with a possible extension if needed, as permitted under the PDPL.

We are committed to retaining your Personal Data only for as long as necessary to fulfill the lawful and clearly defined purposes for which it was collected. Our data retention practices are guided by internal retention schedules that consider the nature of the data, applicable legal and regulatory requirements, contractual obligations, operational needs, and your rights and freedoms as a Data Subject. The standard maximum retention period for Personal Data at Zain KSA is 60 months from the date the data was last actively processed, unless an alternative retention period is stipulated in law.

Once no longer needed, data is securely deleted or anonymized in accordance with our internal data disposal procedures designed to prevent unauthorized access or recovery.

Zain KSA is committed to enhancing its effectiveness at safeguarding Personal Data through the established knowledge and competencies of its employees and contractors, supported by ongoing training and awareness programs in applicable privacy and data protection requirements across our footprint.

We are committed to protecting your Personal Data through the implementation of appropriate technical and organizational measures. These include:

• Encryption and access control mechanisms to safeguard data against unauthorized access
• An established incident response process to detect, manage, and resolve security incidents
• Regular security audits and assessments to identify and mitigate potential risks
• Adopt Privacy by Design by embedding data protection requirements into our systems, services, and internal practices from the outset
• Access to Personal Data is strictly limited to authorized personnel based on job responsibilities and need-to-know principles.

Data Breach Notification

In the event of a serious Personal Data breach that causes serious harm to the Data Subject, we are committed to notifying the affected individuals and the relevant data protection authority within the timeframes prescribed by applicable data protection regulations.

Confidentiality and Disclosure of Information

Zain KSA prioritizes the protection of personal data and is committed to taking reasonable technical and organizational precautions to prevent loss, misuse, or alteration of information. Zain will store collected information on secure servers and will only disclose this information as required by applicable laws and regulations in Saudi Arabia, including when disclosure is required by government entities or the Communications, Space and Technology Commission (CST) or the Saudi Data and Artificial Intelligence Authority (SDAIA) or when Zain deems such disclosure necessary for providing services, products, technical support, or analytical purposes.

Zain KSA commits not to sell, share, trade, lease, or disclose any information to any third party outside of Zain KSA or its subsidiaries except where such disclosure is carried out in accordance with an appropriate legal basis for processing under applicable laws and regulations. Third parties are required to maintain the confidentiality of the information and access it only as necessary to provide services and products.

We use cookies and similar technologies on our websites and mobile applications to enhance user experience, analyze usage patterns and traffic, remember your preferences, and deliver relevant content and advertisements. These technologies help us understand how our digital platforms are being used and enable us to improve their functionality and performance.

You have the option to manage your cookie preferences at any time through your browser or device settings. Please note that disabling certain cookies may affect the functionality or performance of some features on our platforms.

Disciplinary Protocols

Zain KSA is committed to safeguarding Personal Data and upholding the highest standards of privacy and data protection. All employees, stakeholders, contractors, suppliers, and third parties acting on behalf of Zain are required to comply with this Data Privacy Policy Statement and all applicable data protection laws. Regular training and awareness programs are provided to ensure that all personnel have the necessary knowledge and capability to handle Personal Data responsibly and lawfully.

In cases of a violation, appropriate disciplinary action will be taken in accordance with applicable laws and regulations and Zain KSA’s policies, along with corrective and preventive measures to mitigate the risk of future breaches. In case of any discrepancies between the provisions of this Policy and applicable laws and regulations, the laws shall prevail.

Updates & Complaints 

This Privacy Policy Statement may be updated from time to time to reflect, for example, changes to our practices or for operational, legal, or regulatory reasons. The last update to this policy statement was in 18-12-2025.

We may update this Privacy Policy Statement, and it will be shared through website and/or channels. 

If you have any concerns or complaints regarding how your Personal Data is handled, you may contact our Data Privacy Officer (DPO) at DPO@sa.zain.com.

If unresolved, you may escalate your complaint to the Saudi Data & AI Authority (SDAIA) or NDMO.