Privacy Policy & Data Protection Framework.

1. Data Governance & Intermediary Capacity

Under applicable privacy laws, the subscribing client (the enterprise, clinic, or business organization) acts as the primary "Data Controller" deciding the purpose, scope, and means of processing caller and customer personal data.

Mujawib acts strictly as a "Data Processor" processing call data on behalf of and under the contractual instructions of the subscriber, in compliance with the Saudi Personal Data Protection Law (PDPL - Royal Decree No. M/19) and counterpart international privacy statutes.

2. Categories of Personal Data Collected & Processed

Telephony Metadata: Caller telephone number (Caller ID), call initiation and termination timestamps, duration, and routing status.

Speech Transcripts: Automated speech-to-text transcriptions of the dialogue conducted between the caller and the AI voice agent for operational verification and portal records.

Voice Audio Recordings: Strictly optional audio recordings captured only upon explicit enterprise activation and accompanied by mandatory caller disclosure.

Transactional & Scheduling Records: Caller names, requested booking dates, selected service items, and operational notes volunteered during the conversation.

Technical Audit Trails: IP addresses, access logs, and administrative event logs utilized to safeguard workspace security against unauthorized access.

3. Lawful Basis for Processing

Data processing is carried out pursuant to: (a) Performance of the service contract with the subscribing organization, (b) Explicit caller consent manifested by proceeding with the call after hearing the automated recording and AI notification, and (c) Legitimate operational interest in authenticating business transactions and preventing dropped appointments.

4. Google API Services User Data Policy & Limited Use Disclosure

Mujawib’s use and transfer to any other app of information received from Google APIs (including Google Calendar) will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Exclusive Functional Scope: Google Calendar access is restricted strictly to checking schedule availability (free/busy slots) and creating, modifying, or canceling appointments directly requested by the caller on behalf of the subscriber.

Zero Data Brokering or Advertising: Mujawib explicitly guarantees that Google user data will NEVER be sold, NEVER transferred to data brokers, NEVER used for targeted advertising, and NEVER utilized for general AI/ML foundation model training.

Strict Prohibition on Human Review: Human personnel are strictly barred from viewing Google user data, with narrow exceptions only where explicitly authorized in writing by the subscriber for technical support, required by lawful subpoena, or necessary to remediate documented cybersecurity breaches.

5. Meta & WhatsApp Business Data Privacy & Anti-Spam Safeguards

Mujawib preserves the rigorous confidentiality of recipient phone numbers and message content transmitted via WhatsApp Business integrations.

Outbound WhatsApp messages are confined strictly to transactional notifications directly requested by the caller (such as appointment confirmations, branch directions, invoices, and reminders) within the authorized 24-hour service window.

Mujawib guarantees immediate opt-out compliance: if a recipient responds with "STOP" or "إلغاء", messaging is ceased instantaneously and permanently.

6. Zero AI Model Training on Private Customer Data

Mujawib makes an irrevocable legal commitment that customer voice audio, call transcripts, business knowledge bases, and caller dialogues will NEVER be utilized to train, tune, or improve public generative AI or large language models (LLMs).

All inference processes operate within private, ephemeral compute pipelines that isolate and discard runtime activations upon transaction completion.

7. Multi-Tenant Security & Enterprise Encryption Architecture

Logical Multi-Tenant Isolation: Each enterprise functions within a cryptographically isolated tenant boundary, preventing any cross-tenant data visibility.

Comprehensive Encryption: All data in transit is protected using TLS 1.3 protocol. All persistent database records, transcripts, and voice audio files are encrypted at rest using industry-standard AES-256 encryption.

Credential Vaulting: Third-party integration credentials (API keys, OAuth tokens) are stored in hardware-secured cryptographic vaults and never exposed in cleartext in operational interfaces.

8. Data Retention & Automated Purging Lifecycle

The subscribing enterprise maintains granular control over its data retention lifecycle.

Default Lifecycle Schedules: Call metadata and transcripts are retained for 180 days; audio voice recordings (where enabled) are retained for 30 days only. Upon expiration, records are automatically and permanently purged from active systems and backups.

Subscribers may initiate on-demand early deletion of any specific call, transcript, or caller profile directly through the management console.

9. Data Subject Rights (Saudi PDPL & GDPR)

Callers and data subjects enjoy enforceable legal rights under applicable privacy laws, including:

• Right to Information: To be informed of the legal basis and purpose of data collection.

• Right of Access: To request and receive a readable copy of personal data maintained by the platform.

• Right to Rectification: To request correction or completion of inaccurate or obsolete personal data.

• Right to Erasure / Destruction: To request destruction of personal data when the original processing purpose has elapsed.

• Right to Withdraw Consent: To revoke prior consent to recording or transactional messaging at any time.

10. Data Protection Officer (DPO) & Regulatory Contact

Mujawib prioritizes data privacy and regulatory compliance. You may reach our Data Protection Officer directly at: info@mujawib.com

We are committed to adjudicating all verified data subject access and privacy requests within a maximum statutory timeframe of thirty (30) calendar days.