Privacy Policy
Privacy Policy
Special Solution Company
Effective Date: 04 July 2026
Last Updated: 04 July 2026
Special Solution Company (“Special Solution,” “we,” “our,” or “us”) respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, store, disclose, and protect personal data when you use our websites, mobile applications, maintenance application, smart home services, support channels, and related services.
This Privacy Policy applies to:
- Our websites, including Special Solution websites and landing pages.
- Our mobile applications and maintenance application.
- Smart home, CCTV, Wi-Fi, intercom, access control, electrical, AC, and maintenance services.
- Customer support channels, including phone, WhatsApp, email, chatbot, ticketing systems, and social media.
- Field visits, technical inspections, installation, maintenance, and after-sales services.
By using our services, websites, applications, or support channels, you acknowledge that you have read and understood this Privacy Policy.
1. Who We Are
Company Name: Special Solution Company
Commercial Registration: 7032187655
Location: Riyadh, Kingdom of Saudi Arabia
Contact Email: Support@ss.sa
For privacy-related requests, you may contact us using the email above and include “Privacy Request” in the subject line.
2. Personal Data We Collect
We may collect personal data directly from you, automatically through our digital platforms, or through our technicians, support team, service providers, or communication channels.
2.1 Account and Contact Information
We may collect:
- Full name
- Mobile number
- Email address
- National address, city, district, or service location
- Customer account details
- Login details, OTP verification records, and authentication information
- Company name, if you are requesting services on behalf of a business
2.2 Service and Maintenance Information
When you request installation, inspection, or maintenance services, we may collect:
- Type of requested service
- Appointment date and time
- Property type, such as villa, apartment, office, or commercial site
- Service address and location details
- Notes, comments, or special instructions
- Photos or videos uploaded by you or taken by our technician for service documentation
- Device details, such as smart switches, sensors, cameras, access points, routers, intercoms, locks, AC controls, or related equipment
- Warranty, invoice, quotation, and service history
- Technician reports, inspection notes, and completion confirmations
2.3 App Data and Device Information
When you use our maintenance app or mobile application, we may collect:
- Device type and operating system
- App version
- IP address
- Device identifiers
- Language settings
- Login activity
- Push notification token
- Approximate or precise location, if you allow location permission
- Usage logs, error logs, and app performance information
2.4 Payment and Billing Information
We may collect information related to:
- Orders
- Invoices
- Payment status
- Transaction references
- Refund records
- Subscription or maintenance package details
We do not intentionally store full card numbers. Online payments may be processed through approved third-party payment gateways, and those providers may process payment data according to their own privacy and security standards.
2.5 Website and Cookie Data
When you visit our website, we may collect:
- Browser type
- Pages visited
- Time spent on pages
- Referral source
- IP address
- Cookie identifiers
- Analytics data
- Marketing campaign data
We may use cookies, pixels, analytics tools, and similar technologies to improve our website, measure performance, personalize content, and evaluate marketing campaigns.
2.6 Communication Records
When you contact us through phone, WhatsApp, chatbot, email, social media, forms, or support tickets, we may collect:
- Message content
- Call or chat history
- Support ticket details
- Attachments you provide
- Feedback, ratings, complaints, or survey responses
Where calls are recorded or AI-assisted tools are used, we will process such data only for service quality, training, support, documentation, and service improvement purposes, subject to applicable law.
3. How We Use Personal Data
We use personal data for legitimate business and service purposes, including:
- Creating and managing customer accounts
- Verifying identity through OTP or other authentication methods
- Receiving and processing service requests
- Scheduling appointments and assigning technicians
- Performing installation, inspection, repair, maintenance, and support services
- Providing quotations, invoices, warranties, and service records
- Communicating with you about your order, appointment, ticket, or request
- Sending service updates, reminders, and notifications
- Processing payments and managing refunds
- Improving our website, application, services, and customer experience
- Handling complaints, quality checks, ratings, and after-sales support
- Preventing fraud, misuse, unauthorized access, or security incidents
- Complying with legal, regulatory, accounting, tax, and contractual obligations
- Sending promotional offers, campaigns, or updates where permitted by law or based on your consent where required
We will not use your personal data for purposes that are unrelated to the purpose for which it was collected unless permitted by applicable law or with your consent where required.
4. Legal Basis for Processing
We process personal data based on one or more lawful grounds, including:
- Your consent, where consent is required.
- Performance of a contract or service requested by you.
- Compliance with legal or regulatory obligations.
- Protection of our rights, property, systems, customers, technicians, and business operations.
- Legitimate business interests, provided such interests do not override your rights under applicable law.
You may withdraw your consent where processing is based on consent, subject to legal, contractual, and operational limitations.
5. App Permissions
Our maintenance app may request certain permissions to provide the service properly.
Location
We may request location access to:
- Confirm service location
- Help technicians reach the correct address
- Improve appointment coordination
- Provide location-based service availability
You may disable location access from your device settings. Some app features may not work correctly without location access.
Camera and Photos
We may request camera or photo access to:
- Allow you to upload issue photos
- Allow technicians to document installation or maintenance work
- Attach before-and-after service evidence
- Support warranty, quality, and dispute resolution
Notifications
We may use push notifications to send:
- Appointment updates
- Technician status updates
- Order status updates
- OTP messages or security alerts
- Offers or announcements, where permitted
You can disable notifications from your device settings.
6. Photos, Videos, and Site Documentation
During installation, inspection, or maintenance, we may take photos or videos of the work area, devices, wiring, network equipment, panels, smart home components, CCTV setup, or completed work.
These materials may be used for:
- Service documentation
- Technician reporting
- Quality assurance
- Warranty verification
- Internal training
- Technical troubleshooting
- Customer support
- Dispute resolution
We will not intentionally publish photos or videos of your property for marketing purposes without your permission. We also recommend that you avoid including unnecessary personal items, faces, IDs, documents, or sensitive information in uploaded photos.
7. Smart Home, CCTV, and Connected Devices
Some services may involve connected devices such as cameras, smart locks, intercoms, sensors, routers, access points, switches, automation hubs, or cloud-based systems.
Depending on the service, we may process:
- Device model and serial number
- Device configuration
- Network settings needed for setup
- Installation location
- Maintenance logs
- Connectivity status
- User-provided access credentials, when necessary for support
We will use access credentials only for the requested service and recommend that you change passwords after installation or maintenance when appropriate.
For CCTV, smart locks, intercoms, and similar devices, you are responsible for ensuring that your use of the devices complies with applicable laws and respects the privacy of others.
8. Sharing Personal Data
We may share personal data only when necessary and in accordance with applicable law.
We may share data with:
- Our employees and authorized technicians
- Service contractors or installation partners
- Payment processors
- Cloud hosting providers
- SMS and OTP service providers
- Customer support and ticketing platforms
- Delivery or logistics providers
- Analytics and marketing service providers
- Professional advisors, such as auditors, accountants, or legal consultants
- Government, regulatory, judicial, or law enforcement authorities when required by law
We require service providers to process personal data only for authorized purposes and to apply reasonable security and confidentiality measures.
We do not sell your personal data.
9. International Data Transfers
Some of our systems, service providers, hosting platforms, analytics tools, communication tools, or cloud services may process or store personal data outside the Kingdom of Saudi Arabia.
Where personal data is transferred outside the Kingdom, we will take appropriate measures required by applicable law, such as contractual safeguards, security controls, and transfer assessments where required.
10. Data Retention
We keep personal data only for as long as necessary for the purposes described in this Privacy Policy, unless a longer period is required by law, contract, accounting, tax, warranty, dispute resolution, or legitimate business needs.
Retention periods may vary depending on the type of data, for example:
- Account data may be kept while your account remains active.
- Order, invoice, warranty, and maintenance records may be retained for business, legal, tax, and warranty purposes.
- Support tickets and communication records may be retained to improve service quality and resolve disputes.
- Website analytics may be retained in aggregated or anonymized form.
- Photos and technical reports may be retained for warranty, service verification, and quality assurance purposes.
When personal data is no longer needed, we will delete, anonymize, or securely archive it where appropriate.
11. Data Security
We apply reasonable technical, administrative, and organizational measures to protect personal data from unauthorized access, loss, misuse, alteration, disclosure, or destruction.
These measures may include:
- Access controls
- Authentication and OTP verification
- Role-based permissions
- Encryption where appropriate
- Secure hosting environments
- Monitoring and logging
- Backups
- Staff and technician confidentiality obligations
- Security reviews and incident response procedures
No system is 100% secure. You are responsible for keeping your login credentials, OTP codes, devices, and passwords confidential.
12. Your Privacy Rights
Subject to applicable law, you may have the right to:
- Be informed about how your personal data is collected and used.
- Request access to your personal data.
- Request correction of inaccurate or incomplete personal data.
- Request deletion or destruction of personal data where permitted by law.
- Withdraw consent where processing is based on consent.
- Object to or restrict certain processing activities where applicable.
- Request information about sharing or disclosure of your personal data.
- File a complaint with the relevant authority if you believe your data protection rights have been violated.
To exercise your rights, contact us at:
Support@ss.sa
Subject: Privacy Request
We may ask you to verify your identity before processing your request.
13. Marketing Communications
We may send you marketing messages, offers, service updates, maintenance package promotions, or smart home product announcements through email, SMS, WhatsApp, app notifications, or other channels where permitted by law.
You may opt out of marketing communications at any time by following the unsubscribe instructions, replying with an opt-out request, or contacting us.
Even if you opt out of marketing messages, we may still send service-related messages, such as appointment updates, invoices, OTP messages, warranty notices, or important account notifications.
14. Cookies and Tracking Technologies
Our website may use cookies and similar technologies to:
- Enable website functionality
- Remember preferences
- Analyze website traffic
- Improve user experience
- Measure advertising performance
- Support remarketing or campaign tracking
You can manage cookies through your browser settings. Disabling cookies may affect some website features.
15. Third-Party Links and Services
Our website, app, or communications may include links to third-party websites, platforms, payment gateways, maps, app stores, social media pages, or other external services.
We are not responsible for the privacy practices, content, or security of third-party services. You should review their privacy policies before using them.
16. Children’s Privacy
Our services are generally intended for adults, homeowners, tenants, property managers, businesses, and authorized customers.
We do not knowingly collect personal data from children without appropriate parental or guardian consent. If we become aware that personal data of a child has been collected without proper authorization, we will take reasonable steps to delete or limit such data.
17. Customer Responsibilities
When using our services, you agree to:
- Provide accurate and up-to-date information.
- Ensure you are authorized to request services at the provided property or location.
- Avoid uploading unnecessary sensitive information.
- Keep your account credentials and OTP codes confidential.
- Inform us promptly if you suspect unauthorized access to your account.
- Ensure that your use of CCTV, smart locks, intercoms, sensors, and monitoring devices complies with applicable laws and respects the privacy of others.
18. Data Breach and Incident Handling
If a personal data breach occurs, we will assess the incident and take appropriate steps to contain, investigate, and remediate it.
Where required by applicable law, we will notify the competent authority and/or affected individuals within the required timeframe and provide relevant information about the incident, potential impact, and recommended protective measures.
19. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, systems, legal requirements, or business operations.
The updated version will be posted on our website or app with a new “Last Updated” date. Continued use of our services after an update means you acknowledge the updated Privacy Policy.
20. Contact Us
For privacy questions, requests, complaints, or concerns, please contact:
Special Solution Company
Riyadh, Kingdom of Saudi Arabia
Email: Support@ss.sa
Subject: Privacy Request