Privacy Policy

1. Scope of this Policy

This Privacy Policy explains how Arab National Tourist Facilities Management Co. ("Marafiq", "we", "us" or "our") handles information when you use the Marafiq mobile application and related mobile services.

The application is designed to allow tenants, occupants and other authorized users of Marafiq-managed facilities to submit facility maintenance and service requests, identify the relevant facility or location, attach supporting information, and review previously submitted requests.

2. Information We Collect

Depending on how you use the application, we may process the following information:

• Profile and contact information: name, email address and phone number.
• Service request information: service category, facility/location, address details, asset or QR code reference, problem description, submission date and related request status information.
• Location information: your device coordinates when you actively use the Retrieve Location function, and the coordinates/details of the nearest Marafiq-managed facility identified for your request.
• Optional attachments: photographs, documents and voice recordings that you choose to attach to a service request.
• Camera input: camera access may be used when you take a photograph or scan a location/asset QR code.

The application is not designed to collect advertising identifiers for advertising purposes and does not include third-party advertising or behavioral advertising features.

3. Local Profile Storage and Request History

No conventional account registration or password-based sign-in is required. If you choose to save your profile, your name, email address and phone number are stored locally on your device. This allows the application to pre-fill service request fields.

Your saved phone number and email address are also used when you open the History/Reports area so the application can request your previously submitted service requests from Marafiq's service management systems. Saving a local profile by itself does not create a public user account.

You may remove the locally saved profile from within the application. Removing the application or clearing its local storage may also remove locally stored information from the device.

4. Service Requests

When you submit a service request, the information required to process that request is transmitted securely to Marafiq's backend and facilities/service management systems. This may include your name, email address, phone number, selected service type, facility/location, address, asset reference, problem description, and any attachments you choose to submit.

We use this information to create, route, process, monitor and complete your service request, communicate with you where necessary, and maintain operational records relating to the requested service.

5. Location and Maps

The Retrieve Location feature is optional. When you tap this function and permit location access, the application obtains your current device coordinates and sends them to Marafiq's backend service to identify the nearest Marafiq-managed building or facility. The purpose is to speed up facility and address selection for a user who is at or near the location where service is required.

You may choose not to use the Retrieve Location function and enter the relevant location/address information manually or by using an available QR code.

The application does not use continuous background location tracking. Google Maps Platform is used for map display and address/geocoding functionality. Google may process information in accordance with its own privacy terms when its mapping services are used.

6. Photos, Files, Audio and QR Codes

Camera, photo, file and microphone functionality is used only when you choose the related feature. Photographs, documents and voice recordings that you attach are submitted as part of the relevant service request and may be retained with that request in Marafiq's service management systems.

The camera may also be used to scan QR codes for a facility/location or asset. The scanned value can be included in the service request so that the correct facility or asset can be identified.

7. How We Use Information

We process information collected through the application for purposes including:

• creating and processing maintenance and facility service requests;
• identifying and routing a request to the appropriate Marafiq team or service provider;
• identifying the nearest Marafiq-managed facility when requested by the user;
• displaying request history and request status information;
• communicating with the requester about a submitted request;
• protecting the security, integrity and operation of the application and related systems;
• meeting applicable legal, regulatory, contractual and record-keeping requirements.

8. Sharing of Information

Information may be accessible to authorized Marafiq personnel and to service teams or contractors who need it to process and complete the requested facility service. We may also use technology and hosting/service providers that support the operation of the application and Marafiq's service management environment.

We may disclose information where required by applicable law, regulation, court order or lawful request from a competent authority, or where reasonably necessary to protect the rights, property, systems or safety of Marafiq, our users or others.

Marafiq does not sell or rent personal information submitted through this application to advertisers.

9. Data Retention and Deletion

Information associated with submitted service requests is retained for as long as reasonably necessary to process the request, maintain service and operational records, meet contractual obligations, resolve disputes, and satisfy applicable legal or regulatory requirements.

The application provides a function to request removal of user data associated with the saved phone number and email address. You may also contact Marafiq using the details below to request access, correction or deletion of personal information, subject to applicable legal and legitimate record-retention requirements.

10. Security

Marafiq uses reasonable administrative, technical and organizational measures intended to protect information processed through the application. Data transmitted between the application and Marafiq services is sent over secured network connections. No electronic system can, however, be guaranteed to be completely secure.

11. Your Choices and Permissions

You can control optional device permissions through your device settings. If you do not grant a permission, the related optional feature may not work, but other app functions may remain available. For example, you can avoid location access by entering the facility/address manually.

12. Children's Privacy

The application is intended for users of Marafiq-managed facilities and is not directed to children under the age of 13. We do not knowingly use the application to solicit personal information from children under 13.

13. Third-Party Services and Links

The application may open third-party services or applications when you choose features such as Google Maps, WhatsApp, email, telephone calling, or external website links. Those services are governed by their own privacy policies and terms, and Marafiq does not control their independent data practices.

14. Changes to this Policy

We may update this Privacy Policy when the application, our services or applicable requirements change. The revised version will be published at this location with an updated revision date.