Masar Privacy Policy

Effective date: 2026-11-16, and for new users from its publication on 2026-11-09 — Version 7

Who we are

«Masar» is an app operating in the Hashemite Kingdom of Jordan that connects shops (merchants) with independent delivery drivers (captains). In this policy it is called «Masar» or «we». The app is currently operated by its founder, Hussam Khaled, until the operating entity is formally registered, and he is responsible for processing your personal data under the Personal Data Protection Law No. 24 of 2023.

• Operator: Hussam Khaled, founder of the Masar app (until the operating entity is formally registered)
• Address: Hashemite Kingdom of Jordan
• Contact email: support@maasarjo.com

This policy explains what data we collect, why we collect it, who can see it, how long we keep it, what happens to it when you delete your account, and the rights the law gives you.

Data we collect

From all users:

• Your phone number, used to create your account and to sign you in with a one-time code.
• Your account type (merchant, captain or both) and its status.
• Technical data: device identifier, type and model, operating system, app version, push notification token, IP address, sign-in and usage times and when the app was last used. On Android: where the app was installed from as the app store records it (an ad, the store itself, or another link), so we know where our users come from.
• Crash reports: if the app stops unexpectedly, technical information about the crash is sent automatically (device type, system and state at the time such as memory and battery, app version, the app's installation identifier, and where in the code the error happened). It does not include your name, phone number or location.
• Reports you file or that are filed about you, including what you write in a report yourself, and your messages to us.
• Our team's notes on your account, such as the outcome of reviewing reports and any amount we paid you of our own will.
• Ad measurement data: the app sends Meta, the company that runs the platforms we advertise on, events about its installation, its opening and how long it stays open, your sign-up as a merchant or a captain, a captain sending his application, and a merchant posting an order, together with technical data about the device (its type, model, screen size and storage, operating system, mobile carrier, language and time zone, the app version, and a random identifier of the app's installation). On Android only, also: the device's advertising identifier, the app store install source, and an advertising attribution identifier if one exists on the device. It does not include your name, phone number, location or the content of your orders.

From merchants:

• The shop's name and area, and its location on the map as the app finds it from your device inside the shop (or that it has no fixed place), and the address note if you added one in an earlier version of the app.
• The outcome of the shop's review, and whether it is verified («Verified shop»).
• If you join the «Masar partner» program: your request and its outcome, the «My earnings» balance and its history, and your withdrawals with the CliQ account details you type (the holder's four-part name, the alias or mobile number, and the bank) and the transfer reference.
• The orders you post: the order text, delivery fee, pickup and drop-off areas, the order's status and its edit and cancellation history.
• Your rating of the captain who delivered your order (one to five stars).

From captains:

• Full name and vehicle type.
• A selfie, a photo of the national ID, a photo of the driving licence, a photo of the vehicle, a photo of the vehicle's registration and a photo of the certificate of no criminal record.
• The outcome of the review of your application, your account status, and the areas you chose to get orders from.
• Commission wallet data: balance, transaction history, and top-up requests with the transfer receipt photo and its reference number.
• The orders you accepted and what happened to them.
• Your location while you carry out each order you accept, from the moment you accept it until it is delivered or cancelled, even when the app is in the background (from app version 1.0.7), and also, if your vehicle breaks down with the goods, until another captain collects them (24 hours at the most); whether the device reports the position as coming from a location-faking app, and your attempts at entering the delivery code.

Customer data in the order text: a merchant may write the customer's name, phone number and address in the order text. We process this data only to complete the delivery, and the merchant is responsible for being allowed to share it for that purpose.

What we do not collect:

• We do not show ads inside the app. We use the ad measurement tool described above only to measure our ads outside the app, and no other analytics tools.
• We do not track your location in the background, except a captain's location while delivering an order he accepted (see «Location»).
• We do not access your contacts or photo library; we only receive the photos you choose to upload yourself.
• We do not collect payment card data: the wallet is topped up by a CliQ transfer straight from your own account.

How we use your data

• To create your account, verify your phone number and protect your sign-in sessions.
• To review captains' applications by hand and verify their identity, their vehicles and that they have no criminal record (the certificate the captain uploads himself, for this purpose only), and to review new shops and contact them before they post orders.
• To show orders in the captains' market, deliver an order to the captain who accepts it, and let both sides contact each other to complete it.
• To find the shop's area from its location automatically, and to show captains how far orders are.
• To follow an order while it is delivered: showing the captain's last position to the merchant who posted it, showing the captain's route to our team, alerting the captain and our team when his position stops coming during an order, and looking back at the route in any dispute, report, or suspected fraud or theft of the goods.
• To create a delivery code for each order, which the merchant sends to the customer and the captain asks the customer for, to confirm the order reached its owner, when we switch this feature on.
• To calculate the commission and deduct it from the wallet, and to confirm top-ups against the bank statement.
• To calculate a partner shop's share of every delivered order, review the orders behind it before the transfer to prevent fraud, and transfer its earnings to the CliQ account it gives.
• To send notifications about new orders and changes to an order, the wallet and the account, and messages from the Masar team about the service, its updates and its offers. You can turn update notifications off in the app's settings, and all notifications off in your device's settings.
• To send our team internal alerts (by email) when a new captain or shop signs up, so it can be reviewed quickly, and when a captain's position stops coming during an order, a faked position comes from him, or he keeps entering a wrong delivery code, without your phone number.
• To show the merchant whose order a captain accepts that captain's average rating from merchants, and to review captains whose rating is low.
• To give the «Verified shop» badge to shops whose activity our team has checked, and show it to captains.
• To handle reports, including disputes over money between a merchant and a captain, prevent fake orders, fraud and abuse, and decide on suspensions. Reviewing such a dispute does not mean we bear or compensate any amount between users (see the Terms of Use). For this we keep the app's installation identifier of every device used with the account: if we suspend an account, any other account registered on the same device is suspended automatically.
• To meet legal obligations and answer requests from the competent authorities.
• To fix crashes and keep the app stable.
• To measure the results of our ads, and show them to people likely to be interested in the service.

Our team decides on approving captains and shops, verifying shops and suspending accounts through human review, not an automated system, except the automatic suspension of any other account on the device of a suspended account, which you may contest.

Legal bases

We process your data on the grounds the Personal Data Protection Law allows, including:

• Your consent, given when you sign up and when you grant device permissions such as location and notifications. You may withdraw it at any time; this does not affect what was done before.
• Performing our agreement under the Terms of Use: the service cannot work without your phone number and order details.
• Legal obligations, such as keeping financial records.
• Protecting users and the platform from fraud and abuse, within the limits the law allows.

Who sees your data inside the app

• Registered captains and merchants in the market see the order text with any phone number hidden, the delivery fee, the shop's name and its verification badge if it has one, and the pickup and drop-off areas.
• The captain who accepts an order sees the shop's phone number, location and address note at once; phone numbers written in the order text show to him only after he has picked the order up from the shop or the undo window has passed.
• The merchant sees, about the captain who accepted his order, the verified selfie, name, vehicle type and phone number, and the last position we received from him and its time, only while the order is with him: not after it is delivered or cancelled.
• When the delivery code is switched on, the merchant sees his order's code, to send it to the customer. The captain never sees the code.
• The merchant whose order a captain accepts sees that captain's average rating and the number of ratings. No one but our team sees each merchant's individual rating.
• Once an order is delivered or cancelled, each side's phone number is hidden from the other again.
• No other user ever sees the national ID, the driving licence, the vehicle registration, the certificate of no criminal record or the transfer receipts.
• Authorised members of the admin team see data only as far as their review, support, wallet and report duties require.

Who we share your data with

We do not sell or rent your data. We share it only with the following, only as far as needed; they process it on our behalf, on our instructions and under terms that oblige them to protect it:

• A phone verification provider, to send the verification code by SMS and to verify it. It may process your phone number and technical data about your device for this purpose and to prevent abuse.
• A push notification provider, to deliver notifications to your device using the notification token.
• A crash reporting provider, to receive and analyse crash reports.
• An image storage provider, to store photos (captains' documents and transfer receipts) privately, reachable only through temporary signed links given to their owner and to authorised admins — except the captain's selfie, which is shown to the merchant whose order he accepted.
• A server and database hosting provider.
• An email provider, to deliver the internal alerts to our team (the captain's name and vehicle type, or the shop's name and area, or a captain's name, the order number and the time of his last position when it stops coming during an order, when a faked position comes from him, or when he keeps entering a wrong delivery code), without your phone number.
• Meta, through the ad measurement tool in the app: it receives the ad measurement data described above together with the IP address, reports about crashes inside its tool, and on Android the device's advertising identifier. Third parties, including Meta, may collect information from our app and from other apps and websites, and use it to measure ads and show them to people likely to be interested. On iPhone the app does not ask for tracking permission and does not read the advertising identifier. Meta processes this data under its own privacy policy. You can limit this by deleting or resetting the advertising identifier in your device settings (Ads), and in Meta's Accounts Center («Your activity off Meta technologies») if you have an account there.
• The competent judicial, security and regulatory authorities, when the law or a court order requires it, or to protect someone's safety.
• The operating company once registered, or any entity succeeding us in running the service, provided it honours this policy; we will tell you in the app.

Transfers outside Jordan

Some of your data may be stored or processed outside the Hashemite Kingdom of Jordan: our servers are in Germany, and some of the providers above work in the United States and other countries. We follow the conditions the law sets for transferring personal data abroad and choose providers that offer an adequate level of protection.

Location

• The app asks for location permission only while you use it, and never reaches your location in the background or after it is closed, except a captain's location while delivering an order, as below.
• We use your current location to show the distance between you and orders, and to find the shop's location and area.
• If you are an approved captain and you granted location permission, the app sends your current location only while it is open, so it shows to the Masar operations team on an internal map to follow deliveries and see where captains are available. Merchants and other captains do not see it.
• A captain's location during an order (from app version 1.0.7): when you accept an order, the app sends your location about every 15 seconds from the moment you accept it until it is delivered or cancelled, even when the app is in the background, and your phone shows that it does (the blue indicator on iPhone, a fixed notification on Android). The merchant who posted the order sees your last position and its time while the order is with you; the Masar team sees your route during the order and your position on the internal map. Sharing stops by itself once the order is delivered or cancelled, and you are never tracked outside orders. If you close the app completely during an order, an iPhone stops sending your location. If your vehicle breaks down with the goods, sharing goes on until another captain collects them (24 hours at the most), and our team sees your position meanwhile. Orders cannot be accepted without precise location permission, and if your position stops coming while you hold an order you accepted, we tell you and our team. If your device says the position comes from a location-faking app, we record that and tell our team.
• If you are a merchant, the app sends your phone's location when you register the shop and each time you post an order, so the Masar team can confirm where the shop is and protect captains from fake orders, together with whether the device reports the position as coming from a location-faking app. Captains and other merchants do not see it. A shop cannot be registered without location permission; an order is posted without it if none is available.
• We keep only the shop's location, the merchant's phone location at the shop's registration and at each order, a captain's last position while the app is open for a few minutes, and a captain's route while he carries out the orders he accepts. Beyond that we keep no record of your movements.
• We do not record the location sent for distance calculations in our servers' technical logs.
• You can refuse or withdraw location permission in your device settings: captains can still browse the market without distances, but accepting orders needs it (from version 1.0.7), while a merchant needs it to register the shop.

Notifications

• We send notifications through a push notification provider, and for this keep your device's notification token with its system type and the app version.
• You can turn update notifications off in the app's settings and all notifications off in your device's settings; a captain may then miss new orders. Notifications stay visible on the app's notifications page.
• When you sign out or delete your account, notifications linked to your account stop being sent to your device.

How long we keep data

We keep your data as long as needed for the purposes it was collected for, or as long as the law requires, then delete it or make it no longer linked to you:

• Account and profile data: for as long as the account exists, then one year in the encrypted archive after it is deleted.
• Captains' documents: for as long as the account exists, then one year in the encrypted archive after it is deleted (see «Deleting your account»); the documents of a rejected application stay so you can fix and resend them, and move to the encrypted archive for one year when the account is deleted, or are deleted earlier if you ask at support@maasarjo.com while the account exists.
• Orders and reports: five years from when they were closed, together with the merchant's phone location when the order was posted.
• Our team's notes on an account: five years from when they were written.
• The shop's location and the merchant's phone location at its registration: for as long as the account exists, then one year in the encrypted archive after it is deleted.
• Financial records (wallet transactions, top-up requests and their receipts, «My earnings» transactions and withdrawals with the CliQ details written in them): as long as Jordanian law requires, and at least five years.
• The app installation identifiers of your devices: for as long as the account exists, then one year in the encrypted archive after it is deleted — except the device identifier of a suspended account, which stays for as long as the suspension and is deleted when it is lifted; if the suspended account is deleted, it stays permanently so no new account can be opened on the same device.
• Technical logs: deleted automatically by rotation when they reach a set size, and within 90 days at the most, backups included; they do not contain your location.
• Crash reports: kept by the provider for 90 days, then deleted.
• Ad measurement data: kept by Meta under its own policy; we do not store it on our servers, except the Android install source, which we keep with your account for as long as it exists, then one year in the encrypted archive after it is deleted.
• A captain's last position on the internal map: deleted automatically within 6 minutes of the last update the app sent, and within an hour while he is delivering an order.
• A captain's route during orders: 180 days from when it was recorded, then deleted automatically, except the route of an order someone reported, kept for as long as the report is kept.
• Wrong delivery code attempts: deleted automatically within 7 days.
• Captain ratings: with the order records, five years from the order.
• The encrypted archive of deleted accounts: one year from the deletion, then deleted permanently, unless needed longer for an ongoing dispute or an authority's request.
• Database backups: protected and replaced automatically, so deleted data disappears from them within 45 days at the most.
• Internal email alerts (the captain's name and vehicle type, or the shop's name and area, or a captain's name, the order number and the time of his last position when it stops coming during an order, when a faked position comes from him, or when he keeps entering a wrong delivery code): kept in our team's mailbox and by the email provider until we delete them; they do not contain your phone number.
• The phone number of a suspended account that was deleted: we keep a keyed hash of it that does not reveal the number, permanently, so it cannot sign up again.

We may keep some data longer if it is needed for an ongoing dispute, investigation or a request from a competent authority, until it is over.

Deleting your account

• You can delete your account from the app at any time (Account → Delete account), or by a request from the account deletion page on our website maasarjo.com, once any order in progress is finished.
• The encrypted archive of deleted accounts: before any account is deleted we move a copy of the data that identifies it (the phone number, the name, the shop's name and location and its CliQ payout details, the captain's documents and photos, device data, app installation identifiers and sign-in devices, and the history of number changes) to an encrypted archive that only the operator of the app can open, every opening recorded. We keep it for one year from the deletion, for legal purposes only: preventing fraud and its repetition, handling disputes and claims, and answering requests from the competent authorities. It is then deleted permanently together with the documents, unless it must be kept longer for an ongoing dispute or an authority's request, until that ends. This copy never appears in the app and is used for nothing else.
• Deletion is final: it cannot be undone and the account cannot be restored. If you sign up again with the same number, it will be a brand-new account.
• Wallet balance: any balance left in a captain's wallet — from top-ups, gifts or corrections — is forfeited for good when the account is deleted. It is not refunded in cash, not moved to another account and not restored after deletion, unless the law requires otherwise. We advise you to use your balance before deleting the account. An account with a top-up awaiting review cannot be deleted until it is settled.
• «My earnings» balance: a partner shop's earnings balance is forfeited too when the account is deleted, so withdraw your earnings first; an account with a withdrawal waiting for the transfer cannot be deleted until it is settled. The CliQ details saved for the next withdrawal are deleted from the app (a copy stays in the encrypted archive for one year), and those written in withdrawals that were not transferred are deleted; they stay in the records of transferred withdrawals as financial records.
• What we delete from the app and our working systems, or unlink from you, at once: your name; the shop's name, location, address note and the phone location at its registration; the captain's documents and photos; your phone number from the account; app installation identifiers; device data, last use and install source (a copy of these stays in the encrypted archive above for one year); notification tokens; your notifications; fingerprint or face sign-in keys; and all sign-in sessions (the archive keeps only their dates and device type). Your orders still in the market are cancelled.
• What we keep because the law requires it or to protect users, never shown under your name and not used for anything else: completed order records (their owner shows as «Deleted account», and the phone numbers you wrote in them are removed), financial records and top-up receipts, reports and our team's notes on the account, a captain's route during orders until its period ends (180 days), the log of admin actions (with phone numbers removed from it), and the device identifier and a keyed hash of the phone number if the account was suspended.
• After deletion, your deleted data disappears from backups within 45 days at the most; the encrypted archive copy is deleted after one year, as above.

Data security

We take reasonable technical and organisational measures to protect your data, including:

• Encrypting the connection between the app and our servers.
• Storing documents and receipts privately, reachable only through temporary signed links.
• Limiting the admin team's access by role and need, and logging sensitive admin actions.
• A financial ledger that cannot be edited or deleted.

No protection is perfect. If a breach affects your data, we will notify you and the competent authority as the law requires.

Your rights

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

• Know about the processing of your data, access it and get a copy.
• Correct, update or complete your data.
• Ask for your data to be erased, subject to what the law requires us to keep.
• Object to the processing or ask for it to be restricted.
• Withdraw your consent at any time.
• File a complaint with the competent personal data protection authority in Jordan.

You can edit some of your data and delete your account from the app; for the other rights, contact us at support@maasarjo.com. We may need to verify your identity first, and we answer within the time the law sets. Customers whose data appears in order texts can exercise these rights too.

Children

The service is for people aged 18 and over. We do not knowingly collect data from anyone younger; if we find an account belonging to a minor, we suspend it and delete its data as the law requires.

Changes to this policy

We may update this policy from time to time. We will tell you in the app about any material change before it takes effect, update the effective date and version number at the top, and ask for your consent again if the change requires it.

Language and contact

This policy was written in Arabic; if the Arabic text and its English translation differ, the Arabic text prevails. For any question or request about your data:

• Email: support@maasarjo.com
• Address: Hashemite Kingdom of Jordan