Privacy Policy

Who we are

Sahel provides home cleaning, deep cleaning, furniture and carpet cleaning, and car wash and care in Amman, Jordan. Bookings are made only through the Sahel app. Sahel also runs the website trysahel.life.

Sahel is operated by Al Sahl Al Saab Home Cleaning Services / Limited Liability Company, registered in Jordan and based in Amman. In this policy, “Sahel”, “we” and “us” mean this company.

Sahel decides why and how your personal data is processed, so Sahel is the controller of that data within the meaning of the Personal Data Protection Law No. 24 of 2023.

The Sahel app is coming soon. The parts of this policy about the app apply from the day it launches.

The data we collect

We collect only what we need to provide the service:

• Your account: your name, your mobile number, and a record of your acceptance of our terms and this policy. You sign in with a one-time code, with no password.
• If you sign in with Apple or Google: the name and email address that Apple or Google shares with us. We never see your Apple or Google password.
• Your saved addresses: the map pin, building, floor, and any notes you add for the crew.
• Your phone's location: only when you place the map pin, and only with your permission.
• Your saved cars: make, model, colour and plate number. Our system sets the car's size from its make and model.
• Your bookings: the service and its details (such as the number of cleaners and hours), the address, the car, the date and start time, any extra time requested on site, any change of time or cancellation, and the price, fees and receipts.
• Booking for someone else's home: that person's name and phone number. Please tell them, and make sure they agree, before you give us their details.
• Payments: the amount, the payment result, refunds, credits added to your account, and tips. Your card details go straight to HyperPay and never reach Sahel's servers. Of your card, we keep only a reference code (token) from HyperPay, the last four digits and the expiry date.
• Car wash photos: before each wash, the crew take 8 set photos around your car, and 8 more after it. The time and place of each photo are recorded with it. If the crew find on arrival that your car's recorded size is wrong, they take a photo to show it.
• Chats and calls: the messages in your chats in the app, and the time and length of calls made through the app. Your number stays hidden from the crew, and the crew's number from you.
• Ratings and reports: your ratings of the crew and of the service, and the contents of your problem reports and damage claims.
• Support: your chats with the support assistant in the app, your requests to our team, and the emails you send to support@trysahel.life.
• Referral and promo codes: the codes used on your account, and who invited you to Sahel.
• Your device: device type, operating system, app version, language, the token we need to send you notifications, and crash and error reports.
• On our website: technical data, such as your IP address and browser type, which our hosting provider processes to show you the site and keep it secure.

We do not ask for sensitive data, such as health information. Please put in notes and chats only what the crew need to know.

Why we use your data

We use your data to:

• create your account and sign you in;
• take and carry out your bookings, get the crew to the right address on time, and send the same crew to repeat bookings where possible;
• take payments, charge repeat bookings 24 hours before they are due, remind you a month before your saved card expires, give refunds and credits, and pass tips to the crew;
• issue your e-invoice receipts through the national e-invoicing system (JoFotara);
• tell you about every change to your booking, ask for your rating after each job, and remind you to book again a week later;
• let you message and call your crew and our team;
• apply the rules in our terms, such as the cancellation rules, a price change when your car's size is corrected, the credit added automatically when the crew are late, and your choices when a cleaner is off sick;
• handle problem reports and damage claims, using the car photos as a record of the car's condition;
• keep our customers and crew safe, and prevent misuse of the service, such as hiring Sahel crew privately, which our terms do not allow; for this, we look at booking patterns;
• keep the app working properly and fix faults;
• meet our legal duties, such as issuing and keeping tax invoices.

We will not use your data for a new purpose without telling you first, and asking for your consent where needed.

The legal basis for using your data

We use your personal data based on your consent, which you give in the app when you create your account, and when you allow a permission on your phone.

Where the law allows, we may use data without your consent, for example to meet a legal duty such as issuing and keeping tax invoices.

You can withdraw your consent at any time by deleting your account or writing to us. This does not affect what was done before. But we cannot take or carry out your bookings without the data a booking needs.

Automatic steps and the support assistant

Our system does some things automatically, by fixed rules, such as assigning crew to your booking, adding the credit when the crew are late, and charging repeat bookings. Crew are assigned by these rules, and AI is never used to assign them.

The support assistant in the app uses AI to answer your questions. You can also call our team.

If you think an automatic step got something wrong, you can report a problem in the app.

Permissions on your phone

• Location: the app asks for it only to help you place the map pin when you add an address. If you say no, you can place the pin by hand.
• Notifications: they keep you updated on your bookings. You can manage them in the app's notification settings or in your phone's settings, but if you turn them off you may miss important updates about your booking.
• The app asks for any other permission only when you use a feature that needs it. You can say no, but that feature may not work without it.

Live tracking shows you where your crew are on the way to you. It uses the company phones the crew carry, which are tracked only while the crew are on shift. It does not use your location.

Who we share your data with

We do not sell your personal data. We share it only as far as needed, with:

• The crew assigned to your booking: only what they need for the job, such as your name, the address, map pin, building, floor and your notes, the service and time, and for a car wash your car's make, model, colour and plate. The crew do not see your phone number or your card details.
• Sahel's operations team and management: they see what is needed to run bookings and help you, and every action they take in our systems is logged.
• HyperPay, our payment provider: for payments, refunds and saved cards, together with the banks and card networks involved in each payment.
• WhatsApp and our SMS providers: to send your login codes, by WhatsApp first and by SMS as a backup. We use WhatsApp only for login codes. If our app is down on the day of your booking, we send you an SMS about it.
• Apple and Google: if you sign in with them, and to deliver notifications to your phone.
• Our maps providers: to show the map, place your pin and guide the crew to your address.
• Technology providers that work for us, on our instructions: cloud hosting, app error reports, and the AI service behind the support assistant.
• Government bodies, courts and regulators when the law requires it, including the Income and Sales Tax Department, through the national e-invoicing system (JoFotara), for your receipts.

We give each of them only the data they need for their task.

Sending data outside Jordan

Some of our providers, such as cloud hosting, messaging, maps, sign-in, card networks and the AI service, may store or process data outside Jordan. We transfer personal data outside Jordan only as the Personal Data Protection Law No. 24 of 2023 allows, and only what is needed.

Keeping and deleting your data

We keep your data while your account is open, and only as long as we need it for the purposes in this policy.

You can delete your account in the app, or ask us at support@trysahel.life. When you do, we anonymise your account: we remove the details that identify you, such as your name and phone number.

After deletion, we keep only: tax invoices and the payment records that go with them, where the law requires us to keep them; and, if the account was banned to protect our crew, the details needed to keep that ban in place, as far as the law allows. We keep these only as long as the law requires or allows.

The steps are on the page “Delete your account”.

Your rights

The Personal Data Protection Law No. 24 of 2023 gives you the right to:

• know what personal data we hold about you, why we use it, and who we share it with;
• see your data and get a copy of it;
• correct, update or complete your data;
• ask us to delete your data, as far as the law allows;
• ask us to limit how we use your data, or object to it, as far as the law allows;
• withdraw your consent at any time.

You can edit your saved addresses and cars, and delete your account, directly in the app. For any other request, you can write to support@trysahel.life. We may ask you to show that the account is yours before we act, and we will reply as soon as we can and within any time limit the law sets.

You also have the right to complain to the authority responsible for personal data protection in Jordan.

How we protect your data

We protect your data with technical and organisational measures, including:

• HyperPay holds your card details, which never reach Sahel's servers;
• your phone number stays hidden from the crew in calls and chats;
• our staff's access to our systems depends on their role, and every action is logged;
• before launch, we test our own apps and servers by attacking them the way a real attacker would.

No system is completely secure. If a breach puts your data at risk, we will take the necessary steps and inform you and the competent authority as the law requires.

Children

The Sahel app is not meant for children, and we do not knowingly collect children's personal data. If you know that a child has given us their data, please write to support@trysahel.life so we can delete it.

Changes to this policy

We may change this policy. Before an important change takes effect, we will tell you in the app and on this page, and ask for your consent if the change needs it.

Contact us

For any question or request about your personal data, you can write to support@trysahel.life, or contact us through support in the Sahel app.

Al Sahl Al Saab Home Cleaning Services / Limited Liability Company, Amman, Jordan.