Last updated: 22 August 2026
This policy explains what personal data FE First Elite collects through the FE First Elite mobile app (iOS and Android, bundle id com.fe.firstelite) and this website, why we collect it, who we share it with, and how you can control or delete it. We keep this deliberately short and specific. If something is not described here, we do not collect it.
FE First Elite (home appliance and AC maintenance) is the data controller for the information described in this policy. Unified National Number: 7050214498 Email: info@first-elite.com Phone: 0556633938 (+966 55 663 3938) Address: Markaz Al Ameen, Sharee Al Kayyal, Al Rawdah District, Jeddah, Saudi Arabia You can contact us at any of the above about anything in this policy.
When you create an account in the app we collect: • Email address — used to sign you in and to send you the one-time codes and order updates. • Username — the name shown on your account. • Password — stored only as a salted hash. We never store or see your password in plain text, and we cannot recover it for you; we can only help you reset it. • Full name — so the technician knows who the visit is for. • Phone number — optional. If you provide it, the technician can call you about the visit. • Preferred language — Arabic or English, so the app and our messages reach you in the right language. We also record the orders you place: the service selected, the appointment time, your notes, the address and the price at the time of booking.
Sign-up and password reset use a one-time code sent to your email address. The code is short-lived and single-use. These emails are delivered on our behalf by an email delivery and verification service acting as our processor. It receives your email address and the content of the message only in order to deliver it.
To send a technician to the right place we need a location for each order. • You can save addresses in your account and reuse them. • Each order carries the coordinates of the address you chose. • With your permission, the app can read your device location to place the map pin for you. The location permission is optional. If you deny it, the app keeps working normally — you simply place the pin on the map yourself or type the address. We use this data only to dispatch a technician to you. We do not track your location in the background and we do not build any movement history. The map inside the app is drawn by the mapping service built into your device's platform — Apple Maps on iOS and Google Maps on Android. When the map is displayed, that provider receives the requests needed to render it, under its own privacy policy.
You may optionally attach photos of the appliance to an order, taken with your camera or picked from your photo library, so the technician arrives prepared with the right parts. Photos are kept in private storage that is not publicly accessible. They can only be viewed through temporary, time-limited links issued to the people handling your service request. We do not use your photos for anything other than that service request, and we never publish them or share them for marketing.
If you allow notifications, we store a device push token so we can tell you when your order is confirmed, when the technician is on the way, and when the job is complete. Delivery is handled by a push notification service acting on our behalf and, from there, by the notification service operated by your device's platform — Apple on iOS, Google on Android. Your push token and the notification text pass through these services in order to reach your device. You can turn notifications off at any time in your device settings. The rest of the app continues to work.
We use a small number of trusted service providers that act on our behalf and only on our instructions. They fall into the following categories: • cloud infrastructure and secure data storage — for your account data, orders and uploaded photos; • email delivery and verification services — for one-time sign-in codes and order emails; • push notification services — to deliver order updates to your device; • maps and location-related services — to display the map and locate the service address; • other technical service providers necessary to operate and maintain the app. Depending on the provider, the information involved may include your account information, order and service information, photos you upload, contact details where these are needed to reach you, notification-related information such as your device push token, and limited technical or device information needed for the service to work. We share with each provider only what it needs to perform its function. Providers are required to process that information solely to deliver the service they provide to us and in line with applicable privacy requirements, and are not permitted to use it for their own purposes. Some of these providers operate outside the Kingdom of Saudi Arabia, including in the United States and Europe, which means your data may be processed there.
• We do not sell or rent your personal data, and we do not share it with third parties for their own purposes. The service providers described in section 7 act only on our behalf. • We do not show advertising in the app and we do not work with advertising networks. • We do not use analytics or tracking SDKs, and we do not track you across other apps or websites. • We do not send third-party marketing, and we do not pass your details to marketers. • We do not build advertising profiles or use your data for automated decisions about you.
• Order records — including the service, the date, and the price at the time of booking — are kept for accounting purposes and to honour the repair warranty. • Account data is kept for as long as your account exists. When you ask us to delete your account, the personal details in it are anonymised (see the next section). • Appliance photos stay attached to their order for as long as your account exists, and are deleted when you delete your account. • One-time sign-in codes expire within minutes and are not retained.
You can delete your account from inside the app: Profile → Delete account. Deletion anonymises your personal data. Your email address, phone number, username, full name and password hash are removed from our systems, along with any appliance photos you uploaded, and your account can no longer be used to sign in. Your past order records are kept in anonymised form — no longer linked to you — because we are required to retain transaction records for accounting purposes and need them to honour any warranty still running. If you cannot access the app or can no longer sign in, email info@first-elite.com from the address on the account, or call 0556633938, and ask us to delete it. We will verify the request and complete it within 30 days. See also our data deletion page at first-elite.com/en/data-deletion.
Under the Saudi Personal Data Protection Law you have the right to: • be informed about how your personal data is collected and used; • access the personal data we hold about you and obtain a copy of it; • have inaccurate or incomplete data corrected or updated; • request deletion of your personal data; • object to, or ask us to restrict, a particular use of your data. To exercise any of these, email info@first-elite.com or call 0556633938. We respond within 30 days. We may ask you to confirm your identity first so that we do not disclose your data to someone else. If you are not satisfied with our response, you may lodge a complaint with the Saudi Data & Artificial Intelligence Authority (SDAIA), the supervisory authority for personal data in the Kingdom, at sdaia.gov.sa.
The app and our services are not directed at children under 18. We do not knowingly collect personal data from anyone under 18. If you believe a child has given us personal data, contact us at info@first-elite.com and we will delete it.
If we change this policy we will update the date at the top of this page and publish the new version here. When a change materially affects how we use your personal data, we will also tell you in the app — and by email where the change requires it — before it takes effect.
