Privacy Policy

Effective date: 24 September 2026 · Last updated: 24 September 2026

1. Who is responsible for your data?

شركة هيلب إكسبرس (HELP EXPRESS), also referred to as Helpex, is the controller responsible for the personal data described in this policy.

Website: helpex.sa. General support: support@helpex.sa. Submit privacy and account-deletion requests by emailing support@helpex.sa. Agents may also submit requests through their Helpex supervisor.

2. Information we collect

• Appointment and task data: address, date and time are required to schedule and manage work.
• Account and contact details: name, telephone number and email address.
• Task records: customer or recipient details, photos and signatures entered or uploaded in connection with a task.
• Location: the agent’s GPS location during working hours or active tasks, subject to device permissions and tracking controls.
• Technical information: device identifiers and crash logs generated when the app is used.

Other than required address, date and time fields, information entered into task records is optional and depends on the features used. Device identifiers and crash logs may be generated automatically. Location access is needed for tracking and location-based features. Provide only the information needed for the assigned work.

3. How we use information

We use personal data to administer agent accounts, schedule and manage appointments, assign and track tasks, support navigation, record task completion, provide support and diagnose technical problems. HELP EXPRESS creates agent accounts through its dashboard.

Processing must have a lawful basis under Saudi Arabia’s Personal Data Protection Law (PDPL), such as implementing an agreement with the individual, fulfilling a legal obligation, or consent where required. Where processing relies on consent, you may withdraw that consent. Withdrawing consent does not affect processing lawfully carried out before withdrawal.

4. GPS and background location

The app collects GPS location for operational tracking and location-based task features. If you grant “Always Allow” or the equivalent background-location permission, collection can continue while the app is in the background, including when its screen is closed, during working hours or active tasks.

Tracking is limited to working hours or active tasks. Agents can stop tracking in the app, and authorized company staff can manage it through the dashboard. Stopping tracking also stops background location collection. You can change location permissions in your device settings; disabling access will limit location-dependent features.

5. Access, navigation and service providers

Company personnel use the dashboard to manage agents and tasks. The app uses the Tookan service supplied by Jungleworks. Within the service provider’s environment, access to agent and customer data is restricted to authorized Jungleworks personnel and systems that require it to provide, maintain, secure and support Tookan. Access is controlled through authentication, user permissions and business requirements. Amazon Web Services (AWS) provides the underlying hosting infrastructure.

The agent app supports Google Maps, Waze and Apple Maps for navigation. The dashboard supports Google Maps or Mappr, the GPS solution supplied with the service. Using a navigation provider may involve sending destination or location information to that provider; its own privacy terms also apply.

Information may also be disclosed where required by applicable law or a lawful request from a competent authority.

For more information about the published data-processing commitments of our platform provider, see the Jungleworks Data Processing Addendum and Jungleworks Privacy Policy. These documents supplement the information about the provider; this Helpex policy explains our handling of data in the agent app.

Security measures

According to Tookan/Jungleworks, data transmitted between the Tookan platform, applications and users is protected using HTTPS/TLS encryption. Stored data is protected using encryption mechanisms provided by the underlying AWS infrastructure. Authentication and access controls restrict access to relevant systems.

6. Storage outside Saudi Arabia

The Tookan SaaS environment used for the app is hosted on Amazon Web Services (AWS) in the US West (Oregon) region, us-west-2, United States. This involves processing personal data outside Saudi Arabia. Such transfers remain subject to the Saudi PDPL and the Regulation on Personal Data Transfer outside the Kingdom, including applicable transfer conditions and safeguards. You may request information about the arrangements applicable to your data by emailing support@helpex.sa or, for agents, through their Helpex supervisor.

7. Retention and account deletion

We retain each record for one year from the date it is created. If you request deletion earlier, we delete the associated data, including backups, within one month of receiving your request, with nothing retained. Parking or suspending an account is different from requesting permanent deletion.

9. Policy updates

We will update this page when our data practices change. The date above identifies the latest version. Changes requiring additional notice or consent will be handled in accordance with applicable requirements.