Customer Privacy Policy

 

Last Updated: June 22, 2026

 

This Customer Privacy Policy explains how Mntom collects, uses, stores, shares, and protects personal information relating to customers who use the Mntom Customer App, website, and related services.

 

Mntom is operated by Turki Oudah Eid AlAtawi Information Technology Establishment in the Kingdom of Saudi Arabia.

 

This policy applies when you:

 

Create or use a customer account.

 

Browse products and stores.

 

Add products to your cart or wishlist.

 

Place, pay for, or receive an order.

 

Communicate with sellers, delivery drivers, or customer support.

 

Submit ratings, reviews, complaints, return requests, or refund requests.

 

Participate in promotions, loyalty programs, or referral programs.

 

Use any other customer-facing Mntom service.

 

 

This policy should be read together with the Mntom Terms and Conditions, Shipping Policy, Return, Exchange, and Refund Policy, and any other applicable platform policies.

 

1. Information We May Collect

 

The information collected depends on how you use Mntom and the services you choose.

 

Account and Identity Information

 

We may collect:

 

Full name.

 

Mobile number.

 

Email address.

 

Encrypted password.

 

Profile photograph, where added.

 

Date of birth, where required.

 

Preferred language.

 

Gender, where voluntarily provided and relevant to personalization.

 

Account verification details.

 

One-time verification code records.

 

Account status and registration date.

 

 

Contact Information

 

We may collect:

 

Mobile number.

 

Email address.

 

Delivery-contact number.

 

Alternative contact number.

 

Information submitted through customer support.

 

Communication preferences.

 

 

Delivery Address and Location Information

 

We may collect:

 

Country.

 

City.

 

District or area.

 

Street name.

 

Building, villa, office, or unit number.

 

Postal code.

 

National address information.

 

Nearby landmark.

 

Delivery instructions.

 

Saved delivery addresses.

 

Map pin or geographic coordinates.

 

Precise device location where permission is granted.

 

 

Location information may be used to:

 

Identify your delivery address.

 

Confirm delivery coverage.

 

calculate delivery distance and fees.

 

show nearby stores or products.

 

guide delivery drivers.

 

track an active delivery.

 

improve delivery accuracy.

 

resolve delivery complaints or failed-delivery issues.

 

 

You may manage location permissions through your device settings. Some features may not function properly if location access is disabled.

 

Order and Purchase Information

 

We may collect:

 

Products viewed.

 

Products added to the cart.

 

Wishlist or favorite products.

 

Order history.

 

Order numbers.

 

Purchased products.

 

Quantities, sizes, colors, models, and variations.

 

Seller information.

 

Order notes.

 

Delivery instructions.

 

Order status.

 

Cancellation history.

 

Return and exchange requests.

 

Refund history.

 

Complaints and dispute records.

 

Product ratings and reviews.

 

Coupon, promotion, or loyalty-program usage.

 

 

Payment and Transaction Information

 

We may collect or process:

 

Selected payment method.

 

Payment status.

 

Transaction reference.

 

Refund status.

 

Amount paid.

 

Delivery and service fees.

 

Discounts and promotional credits.

 

Cash-on-delivery status.

 

Billing information.

 

Limited card information, such as card type or last digits, where provided by the payment processor.

 

 

Mntom does not generally store your full payment-card number, card security code, banking password, or card PIN. Payments may be handled by authorized third-party payment providers.

 

Communication Information

 

We may collect and retain:

 

Chats with sellers.

 

Messages with delivery drivers.

 

Customer-support conversations.

 

Emails and support tickets.

 

Complaint information.

 

Return and refund communications.

 

Call records or recordings where enabled and where appropriate notice is provided.

 

Images, videos, invoices, screenshots, and other evidence submitted by you.

 

Survey responses and feedback.

 

 

Ratings, Reviews, and User Content

 

We may collect:

 

Product ratings.

 

Seller ratings.

 

Delivery-driver ratings.

 

Written reviews.

 

Product photographs.

 

Comments and feedback.

 

Questions submitted about products.

 

Reports of inappropriate or unsafe products.

 

 

Some content may be visible to other users. You should not include unnecessary personal information in a public review or comment.

 

Device and Technical Information

 

We may automatically collect:

 

Device type.

 

Device model.

 

Operating system.

 

Application version.

 

Browser type.

 

IP address.

 

Device or application identifiers.

 

Language and time zone.

 

Login records.

 

Session information.

 

Push-notification token.

 

Network information.

 

Crash reports.

 

Diagnostic information.

 

App-performance data.

 

Features and pages used.

 

Approximate location derived from technical information.

 

 

Marketing and Preference Information

 

We may collect:

 

Product and category preferences.

 

Favorite stores.

 

Marketing-consent status.

 

Notification preferences.

 

Coupon usage.

 

Responses to promotional campaigns.

 

Referral activity.

 

Loyalty points or wallet balances, where available.

 

Communication engagement, such as whether a notification or email was opened.

 

 

Fraud and Security Information

 

We may collect or generate:

 

Failed login attempts.

 

Account-security events.

 

Suspicious transaction indicators.

 

Payment-risk information.

 

Unusual order or return activity.

 

Device and account-linking indicators.

 

Promotion-abuse indicators.

 

Chargeback information.

 

Account warnings, restrictions, or suspensions.

 

 

2. How We Collect Information

 

We may collect information:

 

Directly from you.

 

When you create or update an account.

 

When you place or pay for an order.

 

When you save an address.

 

Through device permissions.

 

Through your use of the app or website.

 

From sellers and delivery drivers.

 

From payment-service providers.

 

From delivery and logistics providers.

 

From customer-support interactions.

 

From ratings, reviews, surveys, and complaints.

 

From analytics, security, and crash-reporting tools.

 

From third parties authorized by you.

 

From lawful public or verification sources where necessary.

 

 

3. How We Use Your Information

 

We may use customer information to:

 

Create and manage your account.

 

Verify your mobile number and identity.

 

Enable you to browse stores and products.

 

Personalize product and store recommendations.

 

Process and confirm orders.

 

Share necessary order details with sellers.

 

Arrange and manage delivery.

 

Provide delivery tracking.

 

Process payments and refunds.

 

Apply discounts, coupons, and loyalty rewards.

 

Send order, payment, return, and delivery notifications.

 

Enable communication with sellers and delivery drivers.

 

Provide customer support.

 

Process complaints, returns, exchanges, and refunds.

 

Verify proof of delivery.

 

Detect fraud, misuse, or unauthorized account access.

 

Prevent fake orders, false claims, or promotion abuse.

 

Improve the Customer App and website.

 

Analyze customer behavior and platform performance.

 

Improve product availability and delivery coverage.

 

Send promotional messages where permitted.

 

Conduct customer surveys.

 

Comply with legal, tax, accounting, and regulatory requirements.

 

Establish, exercise, or defend legal claims.

 

Respond to valid requests from government, judicial, or regulatory authorities.

 

 

We seek to collect and use only the information reasonably necessary for the purposes described in this policy.

 

4. Legal Bases for Processing

 

Depending on the circumstances, we may process your personal data based on:

 

Your consent.

 

Steps requested before entering into a transaction.

 

Performance of a purchase or service contract.

 

Compliance with legal or regulatory obligations.

 

Protection of vital interests in an emergency.

 

Legitimate interests related to operating, improving, and securing Mntom, provided those interests do not override your rights.

 

Fraud prevention.

 

Establishment or defence of legal claims.

 

Another lawful basis permitted under applicable law.

 

 

Where processing is based on consent, you may withdraw your consent, subject to legal and contractual limitations.

 

Withdrawal does not affect processing lawfully carried out before consent was withdrawn.

 

5. Sharing Your Information

 

We do not sell your personal information to advertisers.

 

We may share the minimum information necessary with the following parties.

 

Sellers

 

To prepare and complete your order, a seller may receive:

 

Your name.

 

Order number.

 

Ordered products and variations.

 

Order notes.

 

Return or complaint information.

 

Limited contact or delivery information where operationally necessary.

 

 

Sellers must use your information only for order fulfilment, after-sales service, returns, warranties, dispute resolution, or related legal obligations.

 

Delivery Drivers and Logistics Providers

 

To deliver an order, a delivery driver or logistics provider may receive:

 

Your name.

 

Mobile number or app-based contact method.

 

Delivery address.

 

Map location.

 

Delivery instructions.

 

Order number.

 

Cash-on-delivery amount.

 

Limited package information.

 

Access or gate instructions.

 

 

Drivers must not use your information for unrelated contact, marketing, or personal purposes.

 

Payment Providers

 

Payment providers may process:

 

Payment details.

 

Transaction amount.

 

Billing information.

 

Fraud-screening information.

 

Refund requests.

 

Transaction references.

 

 

Their processing may also be governed by their own privacy policies.

 

Technical Service Providers

 

We may use third-party providers for:

 

Cloud hosting.

 

Databases.

 

Authentication.

 

SMS verification.

 

Push notifications.

 

Maps and location.

 

Analytics.

 

Crash reporting.

 

Cybersecurity.

 

Customer support.

 

Payment processing.

 

Accounting and electronic invoicing.

 

Delivery and logistics integrations.

 

 

Depending on the services enabled, these providers may include Firebase, Google services, mapping providers, payment gateways, SMS providers, accounting services, and logistics platforms.

 

Professional Advisers

 

We may share information where necessary with:

 

Lawyers.

 

Accountants.

 

Auditors.

 

Insurers.

 

Investigators.

 

Compliance advisers.

 

Technical consultants.

 

 

Government and Regulatory Authorities

 

We may disclose information where required by:

 

Applicable law.

 

A valid court order.

 

Law-enforcement authorities.

 

Tax authorities.

 

Consumer-protection authorities.

 

Regulatory authorities.

 

Another authorized public body.

 

 

Business Transfers

 

If Mntom or its operating establishment undergoes a merger, restructuring, sale, financing, or transfer of assets, customer information may be transferred as part of that transaction, subject to applicable confidentiality and privacy safeguards.

 

6. Information Shared During an Order

 

Because Mntom is a multi-vendor marketplace, limited information must be shared between parties involved in completing an order.

 

This may include:

 

Order details shared with the seller.

 

Delivery details shared with the assigned driver.

 

Order-status updates shared between the customer, seller, driver, and Mntom.

 

Complaint or return information shared with the responsible seller.

 

Delivery evidence reviewed by Mntom, the seller, or delivery provider where necessary.

 

 

Only information reasonably required for the transaction should be shared.

 

7. Location and Delivery Tracking

 

Where enabled, the Customer App may use your location to:

 

Detect your current area.

 

Help you save an address.

 

confirm whether delivery is available.

 

calculate delivery fees.

 

show nearby stores.

 

guide the delivery driver.

 

support live delivery tracking.

 

resolve location-related complaints.

 

 

During an active delivery, you may be able to view the driver’s approximate or real-time location.

 

You must not misuse driver-location information, attempt to track a driver outside the active order, or use location information for harassment or another unauthorized purpose.

 

8. Payment Security

 

Payment information may be transmitted directly to a payment-service provider.

 

Mntom will not ask you to provide:

 

Your online banking password.

 

Card PIN.

 

Full card security code through chat.

 

One-time banking verification code.

 

Access credentials for your payment account.

 

 

You should report any suspicious payment request immediately.

 

9. Marketing Communications

 

Where permitted, we may send:

 

Promotional offers.

 

Discount codes.

 

New-store announcements.

 

Product recommendations.

 

Loyalty-program updates.

 

Referral offers.

 

Seasonal campaigns.

 

Surveys.

 

 

You may opt out of non-essential marketing through:

 

App settings.

 

Device notification settings.

 

An unsubscribe option where available.

 

Customer support.

 

 

You may continue to receive essential communications relating to:

 

Account verification.

 

Orders.

 

Payments.

 

Delivery.

 

Refunds.

 

Security.

 

Policy changes.

 

Customer support.

 

 

10. Personalization and Recommendations

 

We may use information such as:

 

Browsing activity.

 

Purchase history.

 

Favorite products.

 

Saved stores.

 

Search history.

 

General location.

 

Coupon usage.

 

Previous interactions.

 

 

This information may be used to personalize:

 

Product recommendations.

 

Store suggestions.

 

Promotions.

 

Search results.

 

App content.

 

Notifications.

 

 

You may have options to manage some personalization settings through the app.

 

11. Cookies and Similar Technologies

 

The Mntom website and some application features may use cookies or similar technologies to:

 

Keep you signed in.

 

Save preferences.

 

remember cart items.

 

secure sessions.

 

measure performance.

 

detect fraud.

 

analyze platform use.

 

improve content and services.

 

 

Disabling cookies may affect some website or app functions.

 

12. Ratings and Reviews

 

Reviews and ratings may be visible to sellers, other customers, and the public.

 

You must not include:

 

Your mobile number.

 

Home address.

 

Payment details.

 

Identity documents.

 

Another person’s private information.

 

Unnecessary delivery-driver details.

 

Confidential order information.

 

 

Mntom may remove or restrict content that violates platform policy, privacy rights, or applicable law.

 

13. Customer Support and Complaint Handling

 

When you contact support, we may use your information to:

 

Verify your account.

 

identify the relevant order.

 

investigate a complaint.

 

review payment or delivery records.

 

contact the seller or driver.

 

process a return or refund.

 

prevent fraud.

 

improve customer service.

 

 

We may request reasonable evidence, such as:

 

Product photographs.

 

Packaging photographs.

 

Invoice details.

 

Screenshots.

 

Delivery information.

 

Payment reference.

 

A description of the issue.

 

 

You should avoid sending unnecessary sensitive information.

 

14. Fraud Prevention and Account Protection

 

We may use automated and manual controls to detect:

 

Unauthorized account access.

 

Fake orders.

 

Payment fraud.

 

Promotion abuse.

 

Repeated false refund claims.

 

Chargeback abuse.

 

Multiple-account misuse.

 

Suspicious device activity.

 

Unusual delivery or location behavior.

 

 

Where suspicious activity is detected, we may:

 

Request additional verification.

 

Delay or cancel an order.

 

restrict payment methods.

 

limit promotional access.

 

suspend the account.

 

investigate transactions.

 

notify relevant authorities where legally required.

 

 

15. Automated Assessments

 

We may use automated systems to help assess:

 

Product relevance.

 

Promotion eligibility.

 

Fraud risk.

 

Payment risk.

 

Unusual account behavior.

 

delivery availability.

 

customer-support priority.

 

order verification requirements.

 

 

These systems may affect recommendations, payment options, promotions, or account reviews.

 

Where appropriate or required, significant decisions may be reviewed by an authorized person.

 

16. Data Retention

 

We retain customer information only for as long as reasonably necessary to:

 

Maintain your account.

 

complete orders.

 

process payments and refunds.

 

handle returns and warranties.

 

provide support.

 

resolve complaints and disputes.

 

prevent fraud.

 

maintain transaction and accounting records.

 

comply with legal, tax, and regulatory obligations.

 

protect legal rights.

 

 

After account closure, some information may be retained where required or permitted for:

 

Completed transactions.

 

tax or accounting records.

 

fraud prevention.

 

legal claims.

 

warranty obligations.

 

regulatory compliance.

 

security investigations.

 

 

When information is no longer required, it may be securely deleted, destroyed, or anonymized.

 

17. Data Security

 

We use reasonable administrative, organizational, and technical safeguards designed to protect customer information, including:

 

Encryption of data in transit.

 

Password protection.

 

Authentication controls.

 

Access restrictions.

 

Security monitoring.

 

Fraud-detection tools.

 

Secure backups.

 

Employee and contractor confidentiality requirements.

 

Incident-response procedures.

 

Service-provider security controls.

 

 

No electronic platform can guarantee complete security.

 

You are also responsible for protecting your account, device, password, and verification codes.

 

18. Customer Security Responsibilities

 

You should:

 

Use a strong and unique password.

 

Keep passwords and verification codes confidential.

 

Avoid sharing your account.

 

Keep your device secure.

 

Log out from shared devices.

 

Keep the app updated.

 

Report unauthorized access immediately.

 

Review order and payment activity.

 

Avoid suspicious links.

 

Use only the official Mntom application and approved payment methods.

 

 

Mntom will not ask for your account password, card PIN, or one-time banking code.

 

19. Personal Data Breaches

 

If Mntom becomes aware of a personal-data incident, we may:

 

Investigate the incident.

 

contain unauthorized access.

 

protect affected accounts.

 

notify affected users where required.

 

notify competent authorities where required.

 

take corrective and preventive action.

 

 

If you believe your account or data has been compromised, contact Mntom support immediately.

 

20. International Data Transfers

 

Some technical providers may host or process information outside Saudi Arabia.

 

Where personal information is transferred internationally, Mntom seeks to apply the safeguards and procedures required by applicable Saudi data-protection requirements.

 

21. Your Privacy Rights

 

Subject to applicable law, legal exceptions, and identity verification, you may have the right to:

 

Know what personal data we collect and why.

 

Access your personal data.

 

Request a copy of your data.

 

Request correction of inaccurate or incomplete information.

 

Request deletion or destruction of eligible information.

 

Withdraw consent where processing is based on consent.

 

Object to certain processing where legally available.

 

Request restriction of certain processing.

 

Submit a complaint concerning the use of your data.

 

Contact the competent data-protection authority.

 

 

Some information may not be deleted immediately where retention is required for orders, payments, refunds, tax records, fraud prevention, legal claims, or regulatory compliance.

 

22. Accessing and Correcting Your Information

 

You may update certain information through the Customer App, including:

 

Name.

 

Contact details.

 

Saved addresses.

 

Profile photograph.

 

Communication preferences.

 

 

For information that cannot be changed directly, you may contact customer support.

 

We may ask you to verify your identity before processing a request.

 

23. Account Closure and Data Deletion

 

You may request closure of your Mntom Customer Account by:

 

1. Using the Delete Account option in the app, where available.

 

 

2. Contacting customer support.

 

 

3. Sending a request to the email address listed below.

 

 

 

Before closing the account, you may be required to:

 

Complete or cancel active orders.

 

resolve pending payments.

 

complete return or refund requests.

 

settle disputes.

 

withdraw or use wallet balances where applicable.

 

complete required account verification.

 

 

Closing an account does not always result in immediate deletion of every record.

 

Mntom may retain information required for legal, financial, fraud-prevention, security, or dispute-resolution purposes.

 

24. Children’s Privacy

 

Mntom is not intended for independent use by children who do not have the legal capacity to enter into electronic transactions.

 

A minor should use Mntom only under the supervision and consent of a parent or legal guardian.

 

If we learn that a child’s personal data was collected without appropriate authorization, we may take steps to delete or restrict it.

 

25. Third-Party Links and Services

 

Mntom may contain links to or integrations with third-party services, such as:

 

Payment providers.

 

Maps.

 

delivery tracking.

 

social-media pages.

 

external websites.

 

digital-wallet services.

 

 

These services may have their own privacy policies.

 

Mntom is not responsible for independent processing performed directly by a third party outside our control, except where responsibility cannot legally be excluded.

 

26. Changes to This Policy

 

We may update this Customer Privacy Policy due to:

 

Changes in customer services.

 

New application features.

 

New payment or delivery providers.

 

Changes in data practices.

 

Legal or regulatory developments.

 

Security requirements.

 

Operational improvements.

 

 

The updated policy will be published through the Customer App, website, or another appropriate channel.

 

The “Last Updated” date will be revised.

 

Where required, we may request new consent before introducing a materially different processing activity.

 

27. Contact Us

 

For privacy questions, requests, complaints, or concerns related to your customer account or personal data, contact us through:

 

Data Controller: Turki Oudah Eid AlAtawi Information Technology Establishment

Platform: Mntom

Email: turkialatawi101@gmail.com

Country: Kingdom of Saudi Arabia

Customer Support: Available through the support section inside the Mntom Customer App

 

Please include enough information to identify your account and explain your request.

 

Do not send passwords, card PINs, card security codes, or banking verification codes.

 

 

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By registering for or using a Mntom Customer Account, you acknowledge that you have read and understood this Customer Privacy Policy.

 

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