Legal Documents

Privacy Policy

Effective Date: 1 January 2025Last Updated: 27 June 2025

This Privacy Policy describes how Enaya Vehicle Care ("Enaya," "we," "our," or "us") collects, uses, protects, and retains personal information when you use our mobile vehicle care subscription services operating in Cairo and New Cairo, Egypt.

1. Who We Are

Enaya (operated as Enaya Vehicle Care, a registered commercial entity in the Arab Republic of Egypt) is a mobile vehicle care subscription service. Our services are exclusively limited to the exterior and interior surface maintenance of motor vehicles delivered to our clients' locations in Cairo and New Cairo.

Our domain, enaya.care, reflects our operational philosophy. "Enaya" (عناية) is the Arabic word for care, attention, and meticulousness — a name chosen for its alignment with the precision our service demands. The ".care" top-level domain denotes our commitment to attentive vehicle maintenance, not any affiliation with health or medical care.

2. Information We Collect

We collect personal and vehicle information through multiple interactions with our service:

2.1 Registration Information

When you create an Enaya account or request service, we collect your full name, mobile telephone number, email address, residential district (for service zone validation), and preferred contact method.

2.2 Vehicle Information

To provide accurate, paint-safe service, we collect details about each vehicle enrolled in your account: make, model, model year, trim level, exterior paint color and finish type, approximate mileage, any known prior paint repairs or modifications, and your vehicle identification number (VIN) if voluntarily provided for care record precision.

2.3 Location and Service Delivery Data

We collect your service address (including compound name, building number, and parking area description) for the purpose of scheduling and completing your session. Our technicians' devices record GPS confirmation of their arrival location, which is timestamped to the session record. We do not track your personal location outside of session scheduling.

2.4 Session Documentation

Before, during, and after each service session, our technicians capture structured photographic records of your vehicle's exterior and, where applicable, interior surfaces. These photographs are geolocated and timestamped. Their purpose is to document the vehicle's condition upon arrival, record any pre-existing damage, and provide post-session verification of service completion. These images are stored in your vehicle's permanent care record.

2.5 Communication Records

We retain records of communications conducted through our service channels, including WhatsApp messages (where used for session scheduling or support), in-application messages, and email correspondence. These records support service quality review, dispute resolution, and regulatory compliance.

2.6 Payment Information

We collect transaction records including subscription tier, billing cycle, payment date, and confirmation references. Full payment card details are processed exclusively by our certified third-party payment processor and are never stored on Enaya systems.

2.7 Device and Usage Data

If you access our services through a web or mobile interface, we may collect device type, operating system version, browser type, IP address, and interaction logs. This data is used solely for service improvement and security monitoring.

3. Legal Basis for Processing

We process your personal data in accordance with Egypt's Personal Data Protection Law (Law No. 151 of 2020) on the following grounds:

Contractual necessity — to deliver the vehicle care services you have subscribed to or requested, including scheduling, session delivery, and documentation.
Legitimate interests — to maintain service quality, conduct internal audits, develop technician training protocols, and improve our platform through analysis of aggregated, anonymised usage patterns.
Legal compliance — to satisfy record-keeping obligations under Egyptian commercial law and consumer protection regulations.
Consent — for optional communications such as service updates, care tips, and promotional offers. You may withdraw consent at any time.

All session documentation involving photographs of your vehicle and property is collected under contractual necessity and disclosed to you at the time of service initiation via QR session authentication. You retain the right to request a copy of all session documentation associated with your account at any time.

4. How We Use Your Information

4.1 Service Delivery

Your registration, vehicle, and location data are used to schedule your sessions, assign certified technicians, route our team to your service address, and execute your chosen service tier. Vehicle information is used to select appropriate chemicals, tools, and correction techniques for your specific paint type and finish.

4.2 Longitudinal Care Record Maintenance

Enaya maintains a permanent digital care record for each enrolled vehicle. This record stores all session reports, photographic documentation, product application logs, and technician observations across the vehicle's entire service history with Enaya. This longitudinal record enables technicians to apply contextually informed care decisions on each subsequent visit, rather than treating each session as an isolated event.

4.3 Quality Assurance and Internal Audit

Session data, photographic records, and client feedback are reviewed by our operations team to assess technician performance, verify protocol compliance, and identify service quality deviations. Audit access is restricted to senior operations staff and is never shared with technicians not associated with your account.

4.4 Client Communication

We use your contact information to deliver session confirmations, technician arrival notifications, post-session reports, subscription renewal reminders, and responses to support enquiries. With your consent, we may also send care tips, service announcements, and promotional offers.

4.5 Legal and Regulatory Compliance

We retain session records and account data as required to comply with Egyptian commercial law, respond to lawful requests from regulatory authorities, and protect our legal interests in any dispute relating to a service delivered.

5. Session Documentation and Visual Records

Enaya's documentation protocol is a fundamental and disclosed component of our service standard, not an ancillary activity. The following applies specifically to all photographic and video records created during sessions:

Photographs capture your vehicle's exterior panels, wheel arches, glass surfaces, and trim elements. Interior documentation is performed only where interior detailing is explicitly included in the session scope.
Photography is confined exclusively to the vehicle and its immediate surface condition. We do not capture, store, or transmit images of your home interior, personal possessions beyond the vehicle, or identifiable individuals.
All session photographs are timestamped and geolocated at the service address recorded for that session.
Photographic records are stored in our secure cloud infrastructure and linked exclusively to your account and vehicle record. They are not used in any marketing materials, social media, or public-facing content without your explicit written consent.
You may request the deletion of session photographs at any time, subject to our obligation to retain records for any active or foreseeable dispute resolution period (typically 12 months from session date).

6. Data Retention

We retain different categories of your data for different periods, based on legal obligation and operational necessity:

Account registration data — retained for the duration of your active account plus 24 months following account closure.
Vehicle care records and session documentation — retained while your account remains active to support longitudinal care continuity. Following account closure, retained for 24 months then deleted or anonymised.
Payment records — retained for 7 years in accordance with Egyptian commercial and tax record-keeping requirements.
Communication records — retained for 12 months from the date of the communication, unless relevant to an active support case or dispute.
Device and usage data — retained for 12 months and used only in aggregated, anonymised form beyond 3 months.

7. Third-Party Service Providers

We share data with trusted third-party providers solely to the extent necessary to deliver our services. Current categories of third-party processors include:

Cloud storage and infrastructure — for secure hosting of session records, photographic documentation, and account data. All providers are contractually bound to process data solely on our instruction and to maintain appropriate security measures.
Payment processing — your payment card details are transmitted directly to our PCI-DSS compliant payment processor. Enaya retains only transaction confirmation references and billing records.
Communication platforms — we use WhatsApp Business for session scheduling and client support communications. WhatsApp's privacy practices are governed by Meta Platforms' terms of service.
Analytics — aggregated, anonymised usage data may be processed by analytics tools to support platform improvement. No personally identifiable data is shared for analytics purposes.

We do not sell, rent, or trade your personal information to any third party for commercial purposes. We do not share your data with advertising networks.

8. Your Rights Under Egyptian Law

Under Egypt's Personal Data Protection Law (Law No. 151 of 2020), you have the following rights with respect to your personal data held by Enaya:

Right of access — to request a copy of all personal data we hold about you and your vehicle.
Right to rectification — to request correction of any inaccurate or incomplete personal data.
Right to erasure — to request deletion of your personal data, subject to our obligations to retain records for legal compliance and dispute resolution.
Right to restriction — to request that we limit the processing of your data in specific circumstances.
Right to data portability — to request your care records and session documentation in a structured, machine-readable format.
Right to object — to object to processing based on our legitimate interests, including processing for direct marketing.
Right to withdraw consent — to withdraw consent for any processing activities based on consent (such as marketing communications) at any time without affecting the lawfulness of prior processing.

To exercise any of these rights, contact us using the details in Section 13. We will respond to all verifiable requests within 30 days. Where requests are complex or numerous, we may extend this period by a further 60 days with notice.

9. Data Security

Enaya employs technical and organisational measures designed to protect your personal data against unauthorised access, accidental loss, destruction, or disclosure. Our security framework includes:

Encryption of data in transit (TLS 1.2 or higher) and at rest for all stored session records and personal data.
Role-based access control limiting access to personal data to the specific team members whose role requires it.
Session authentication via QR code that creates a tamper-evident, time-bound access record for each service event.
Regular security assessments of our cloud infrastructure and third-party integrations.
Technician device management policies requiring password protection and remote wipe capability for all devices used during sessions.

No system is immune to breach. In the event of a personal data breach that poses a risk to your rights and freedoms, we will notify you and the relevant Egyptian regulatory authority in accordance with Law No. 151 of 2020.

10. Children's Privacy

Our services are intended for adults (18 years and older) who are the registered owners or authorised operators of motor vehicles. We do not knowingly collect personal data from individuals under the age of 18. If you believe we have inadvertently collected data from a minor, please contact us immediately and we will delete such data promptly.

11. Cross-Border Data Transfers

Our primary data infrastructure is hosted within or through providers operating in compliance with international data protection standards. Where data is transferred outside Egypt, we ensure appropriate safeguards are in place, including contractual clauses requiring the recipient to apply data protection standards equivalent to those required by Egyptian law. We will provide further detail on transfer mechanisms upon request.

12. Changes to This Policy

We may update this Privacy Policy to reflect changes to our services, legal obligations, or data processing practices. When we make material changes, we will notify you via a prominent notice through our service interface at least 14 days prior to the changes taking effect. The "Last Updated" date at the top of this document will reflect the date of the most recent revision. Continued use of our services after the effective date of any revision constitutes acceptance of the updated policy.

13. Contact Us

For all privacy-related enquiries, data subject rights requests, or complaints regarding our handling of your personal data, please contact Enaya's Data Protection contact:

Enaya Vehicle Care
New Cairo, Cairo Governorate
WhatsApp: 010 09159175
Business Hours: Everyday, 09:00 AM – 05:00 PM

If you are not satisfied with our response to a data-related complaint, you have the right to escalate the matter to the Egyptian Personal Data Protection Centre (PDPC) established under Law No. 151 of 2020.