This Privacy Policy explains how Dwab (“Dwab”, “we”, “us”, or “our”) collects, uses, discloses, and protects personal data when you use the Dwab rider application, the Dwab driver application, our website, and related services (together, the “Services”) in the Kingdom of Saudi Arabia. It applies to riders, drivers, and visitors to our website.

Dwab is committed to protecting your privacy in accordance with the Saudi Personal Data Protection Law (Royal Decree No. M/19, as amended) and its Implementing Regulations (“PDPL”), as administered by the Saudi Data & Artificial Intelligence Authority (“SDAIA”), as well as other applicable laws and regulations, including those of the Transport General Authority (“TGA”) and its WASL dispatching platform operated in cooperation with Elm Information Security Company (“ELM”).

Who we are

Dwab [alriaya alqoswa Company For maintenance shakhs wahid], a company registered in the Kingdom of Saudi Arabia, is the Data Controller responsible for the personal data described in this Policy, unless stated otherwise.

If you have questions about this Policy or how we handle your personal data, you can contact us at:

Email: info@dwab.org

Scope and Who This Policy Covers

This Policy applies separately, and where relevant jointly, to three groups of individuals:

  • Riders — people who create an account and book trips through the Dwab rider app.
  • Drivers — people who register, undergo onboarding checks, and provide trips through the Dwab driver app.
  • Website visitors — people who browse dwab.com or contact us without creating an account.

Where a section applies only to one group, it is labeled accordingly.

Personal Data We Collect

Information you provide to us

  • Account details: full name, mobile number, email address, password, and profile photo.
  • Rider payment information: card details or digital wallet references (processed by our licensed payment processor; Dwab does not store full card numbers).
  • Driver onboarding information: national ID or Iqama number, date of birth, nationality, driving license details, vehicle registration (Istimara) and vehicle details, bank account/IBAN for payouts, and a photograph or scan of your ID/Iqama and license used for identity verification and document OCR during signup.
  • Driver eligibility and compliance information: results of background and standing checks required to register you on the WASL platform (see Section 6), and status information such as Absher-linked identity verification and TGA permit or dispatch authorization status.
  • Communications: messages you send through in-app support chat, calls to our support line, emails, and any attachments you share with us.
  • Survey and feedback responses, and ratings you give or receive.

Information collected automatically

  • Location data: for riders, pickup/drop-off location and route during a trip; for drivers, continuous background location while online and on-duty, sent from the driver app to our backend at regular intervals so trips can be dispatched, tracked, and reported to TGA/WASL as required by law.
  • Trip data: trip time, distance, route, duration, fare, payment method, cancellations, and in-app safety events (e.g. SOS button use, unexpected route deviation, prolonged stops).
  • Device and usage data: device model, operating system, app version, IP address, general network information, crash logs, and diagnostic/performance data.
  • Cookies and similar technologies on our website, used for functionality, analytics, and (where you consent) marketing purposes. See Section 11.

Information from third parties

  • Identity and licensing verification results from government platforms (e.g. Absher, TGA/WASL/ELM) used to confirm a driver’s eligibility to operate.
  • Payment confirmation data from payment processors and banking rails used for fares and driver payouts.
  • Information from Google Workspace or other business tools where you communicate with our support or corporate team using a linked account.

How We Use Personal Data

We process personal data for the following purposes:

  • Providing the Services: creating and managing your account, matching riders with drivers, calculating routes and fares, processing payments and driver payouts, and enabling in-app communication between riders and drivers.
  • Driver onboarding and regulatory compliance: verifying driver identity and eligibility, registering drivers and vehicles with WASL/TGA, and submitting the trip and location reports required under Saudi transportation regulations.
  • Safety and trust: detecting fraud, verifying identity, investigating complaints or incidents, enforcing our terms of use, and supporting emergency response during a trip.
  • Customer support: responding to inquiries, resolving disputes, and improving our support chat and help resources.
  • Service improvement: analyzing usage patterns and performance to improve app reliability, features, and localization (English/Arabic).
  • Legal compliance: responding to lawful requests from courts, regulators (including SDAIA and TGA), or law enforcement, and meeting record-keeping obligations.
  • Marketing (only with your consent, where required): sending promotions, offers, or service updates, which you may opt out of at any time.

Sharing and Disclosure of Personal Data

We do not sell personal data. We share personal data only as needed, with the following categories of recipients:

  • Riders and drivers, with each other: limited details needed to complete a trip safely (e.g. driver name, photo, vehicle details, and approximate location; rider name, pickup location, and rating).
  • Government and regulatory bodies: driver identity, vehicle, and trip data submitted to the TGA via the WASL dispatching platform (operated with ELM) as required for licensed ride-hailing dispatch, and identity verification data exchanged with Absher-linked government verification services during driver onboarding.
  • Payment and payout processors: transaction data shared with our licensed payment gateway and banking partners (e.g. for SARIE-based driver payouts) solely to process payments.
  • Service providers: cloud hosting, communications (including Google Workspace for business email), customer support tooling, and analytics providers who process data on our behalf under contractual confidentiality and security obligations.
  • Legal and safety authorities: police, courts, or regulators when required by law, to protect the rights, safety, or property of Dwab, our users, or the public, or in connection with an emergency.
  • Corporate transactions: a successor entity in the event of a merger, acquisition, or sale of assets, subject to continued protection of your data under this Policy or an equivalent standard.

Your Rights

Subject to the PDPL, you have the right to:

  • Be informed about how your personal data is collected and used (this Policy).
  • Access the personal data we hold about you.
  • Request correction of inaccurate or incomplete personal data.
  • Request destruction or deletion of your personal data, where legally permissible (noting that some driver and trip records must be retained to meet TGA/WASL regulatory obligations).
  • Withdraw consent at any time for processing based on consent, such as marketing.
  • Object to certain processing carried out on the basis of legitimate interest.
  • Lodge a complaint with SDAIA if you believe your personal data has been processed unlawfully.

To exercise these rights, contact us using the details in “Who we are” section. We may need to verify your identity before actioning a request, and we will respond soon.

Data Security

We apply technical and organizational measures designed to protect personal data against unauthorized access, disclosure, alteration, or destruction, including encryption of data in transit, access controls limiting who at Dwab can view sensitive driver and rider data, and regular review of our systems. No method of transmission or storage is completely secure, and we encourage you to also protect your own account credentials.

Cookies and Similar Technologies (Website)

Our website uses cookies and similar technologies to operate core functionality, remember preferences, and, where you consent, measure traffic and marketing performance. You can control cookies through your browser settings; disabling some cookies may affect site functionality.

Location Data in the Driver App

The Dwab driver app collects location data in the background while you are online and available for trips, so that we can dispatch trips, calculate routes and fares, support rider safety features, and submit the periodic location and trip reports required by TGA/WASL. You can stop location collection by going offline in the app, though this will prevent you from receiving trip requests.

Children’s Privacy

The Services are not directed to individuals under the age of 18, and riders and drivers must meet the minimum age required under Saudi law to hold a national ID/Iqama, driving license, or payment account. We do not knowingly collect personal data from children. If we learn that we have inadvertently collected such data, we will take steps to delete it.