1. Scope and controller
This Privacy Policy applies to the Shakwate website, user and entity accounts, complaint and follow-up services, public profiles, communications, and related notification services. “Shakwate,” “we,” “us,” and “our” refer to the operator of the Shakwate platform. This policy applies whether you browse public content, create an account, submit or interact with a complaint, represent an entity, contact support, or opt in to receive notifications.
2. Information we collect
Information you provide
- Account details such as name, username, email address, mobile number, password credentials in protected form, language, and account preferences.
- Complaint information, messages, comments, reports, supporting files, and choices about whether information is public, private, or sensitive.
- Entity profile, representative, contact, and verification information when you act for a business or organization.
- Identity verification information when you voluntarily request verification. Original documents are restricted and subject to defined retention controls.
- Communication and consent records, including when, where, and how you opted in to SMS or other notifications.
Information collected automatically
We may collect device, browser, IP address, session, security, diagnostic, page interaction, and approximate location information. We use this information to operate the service, prevent abuse, protect accounts, diagnose errors, and understand platform performance.
3. How we use information
- Provide accounts, complaint submission, case follow-up, entity responses, comments, reports, and support.
- Deliver requested service notifications and account security alerts.
- Verify identity or entity control when requested, prevent impersonation, and maintain trust and safety.
- Moderate content, investigate abuse, enforce platform rules, resolve disputes, and protect users and entities.
- Improve accessibility, localization, reliability, search, and the overall experience.
- Comply with applicable law, valid legal requests, and necessary recordkeeping obligations.
4. SMS notifications and mobile information
Users may voluntarily opt in through a Shakwate web form by providing a mobile number and actively selecting an unchecked consent box. SMS consent is optional and is not a condition of purchasing goods or using the core platform.
Program: Shakwate transactional account and complaint notifications.
Content: Complaint status updates, entity responses, requests for information, interaction alerts, verification updates, and account security notices.
Frequency: Message frequency varies based on account and complaint activity.
Charges: Message and data rates may apply.
Opt out: Reply STOP to unsubscribe at any time.
Help: Reply HELP for assistance or email [email protected].
We record consent status and related evidence such as timestamp, source, and the phone number provided. We use mobile information only to provide requested platform communications, maintain consent records, prevent abuse, and comply with messaging requirements. We do not sell mobile information. We do not share mobile numbers or SMS opt-in data and consent with third parties or affiliates for their own marketing or promotional purposes. We may use communications providers solely to deliver messages on our behalf under confidentiality and data-protection obligations.
6. Retention and deletion
We retain information for as long as needed to operate the service, maintain case integrity, protect users, resolve disputes, meet legal obligations, and enforce agreements. Retention differs by data type. Private attachments, sensitive fields, sessions, consent records, identity documents, audit logs, and public case records may follow different schedules. Original identity documents are removed according to the applicable retention setting unless a documented dispute or legal obligation requires a temporary hold. When an account is deleted, personal identifiers are removed or anonymized where appropriate, while limited integrity, safety, transaction, and audit records may remain where necessary.
7. Your rights and choices
Depending on applicable law and account status, you may access, correct, download, restrict, or request deletion of personal information; change public profile and anonymity settings; withdraw optional consent; manage notification preferences; and appeal certain moderation or verification decisions. Withdrawing SMS consent does not affect the lawfulness of prior processing. Replying STOP prevents further messages to that number unless you later provide valid consent again.
8. Security and international processing
We use administrative, technical, and organizational safeguards designed to protect information, including access controls, restricted storage, audit logging, session protections, and secure transport. No online system is completely risk-free. Service providers may process information in countries other than yours; where applicable, we use contractual and operational safeguards appropriate to the information and service.
9. Children and changes
Shakwate is not intended for children who cannot legally consent to use the service in their jurisdiction. We may update this policy as the service develops. Material changes will be communicated through the website, account, or another reasonable channel, and the effective date will be updated.
10. Contact us
For privacy questions, rights requests, or SMS consent concerns, contact [email protected]. Please do not send passwords, verification codes, payment credentials, or identity documents by ordinary email.
ملخص عربي
تجمع شكوتي البيانات اللازمة لتشغيل الحسابات والشكاوى والمتابعة وحماية المنصة. الاشتراك برسائل SMS اختياري، وقد تختلف وتيرة الرسائل حسب نشاط الحساب والشكوى، وقد تطبق رسوم الرسائل والبيانات. يمكنك الرد بكلمة STOP لإيقاف الرسائل أو HELP للمساعدة. لا نبيع أرقام الهواتف، ولا نشارك بيانات الاشتراك والموافقة على الرسائل مع أطراف أو شركات تابعة لأغراض التسويق أو الترويج الخاصة بهم. للاستفسارات: [email protected].