Huawei Tech Investment Saudi Arabia Co,. Ltd, operates and manages this website from its headquarters in Riyadh, Kingdom of Saudi Arabia. (hereinafter referred to as "Huawei", "we", "us", or "our").
The Privacy Policy was last updated on [October 31st, 2024].
We understand the importance of your privacy. Please take the time to read this Privacy Notice carefully to understand how we will use your personal data.
This statement describes:
What data we collect
How do we collect your Personal Data
How we use your data
How we share your data
How long we retain your data
Your rights and choices
Updates to this notice
1. What data we collect
We may collect and process the following personal data about you, depending on the types of services you use on this website:
(1) HUAWEI ID account information: If you log in using your HUAWEI ID, the username, email address, phone number and profile picture registered with that HUAWEI ID account is shared with us from our Huawei affiliated company Huawei Services (Hong Kong) Co., Limited.
(2) Contact details: Name, email address, delivery address, postcode and postal address, to contact you and as necessary to arrange device delivery/collection.
(3) Device detail: Device model, device identifier (SN), device fault information.
(4) Customer services information: Your contact details, and a record of your Huawei Support query by email, live chat, hotline or social media direct message.
(5) Usage Information and Browsing History, such as usage metrics (including usage rates, occurrences of technical errors, settings preferences, API calls, and other logs), user journey history (including clickstreams and page navigation, URLs, timestamps, content viewed or searched for, page response times, page interaction information (such as scrolling, clicks, and mouse-overs)), and similar data.
2. How do we collect your Personal Data
We may collect personal data in different ways, including:
(1) Product and Services – When you register or apply to use one of our products or services.
(2) Direct online Interactions – When you complete a form and send it to us via our website, mobile apps, by email or via a phone call to our call center. This includes any personal data you provide to us when making an enquiry or taking part in a promotion.
(3) Direct offline Interactions – When you visit one of our service centers, and provide our employee with your data to get the required products or services.
(4) Social Media Interactions – Any posts and interactions you have directly with us on social media channels.
(5) Browsing – Data about how you are using our web site, including the date and time of your visit, the type of Internet Browser you use and how you were referred to our web site.
(6) Web Surveys – Our online web surveys enable us to gather specific data regarding issues such as your feedback on the look and feel of our website and mobile apps. Additionally, we may also request information on several elements of our Customer Service, as well as your comments and feedback about our products and services. Your feedback is vital, appreciated and enables us to enhance the quality of Customer Service we provide.
3. How we use your data
3.1 To provide you with requested services and to fulfil our contractual obligations to you, we process the following data for the associated purposes. Unless otherwise stated in this Statement, you will no longer be able to enjoy the relevant service(s) if you refuse the collection and processing of your personal data for these services due to our inability to fulfill our obligations.
(1) HUAWEI ID log-in: If you choose to log-in using your HUAWEI ID, we process your HUAWEI ID account information in order to provide logged-in services to you.
(2) Warranty-Query: To check your device is within the vendor legal warranties and repair in-warranty devices, we process your device details and customer services information.
(3) Repair Status Inquiry and Spare Part Price Query: We process your device details (SN/SR/mobile phone) to enable you to track your repair Status online or to check product's spare part price.
(4) Postal Repair Service: We process your contact details and device details information to enable you to collect and deliver devices from your home address or selected collection point.
(5) Appointment Service: We process your contact details and device details information to check your rights and interests, quickly contact with you, and recommend service centers.
(6) Customer service: We use your contact details to contact you when tracking problems, we collect interactive messages for service backtracking and quality improvement.
(7) Artificial intelligence (AI) Bot: We process your device details and contact details to provide you with the AI Bot service. Please do not provide personal information that is irrelevant to your enquiries.
We also process your usage information for better AI Bot consulting experience. If you do not want your usage information to be collected, unselect the Join the User Experience Improvement Program button at the bottom of the chat box. Note that this may affect the improvement of your AI Bot consulting experience.
3.2 On the basis of our legitimate interests, we process the following data for the associated purposes:
Customer inquiries: we process your HUAWEI ID account information, your contact details and
customer services information to assist you with your questions and queries, orders, returns,
troubleshooting, FAQs, and all other customer inquiries, whether that inquiries is by hotline,
email, live chat, AI Bot or social media.
If you consult our live chat or AI Bot after you login to the website using your HUAWEI ID, your
HUAWEI ID account information, including your profile picture, username and cookies data will be
used and displayed in the chat box. If you did not login to the website using your HUAWEI ID
when using our live chat or AI Bot service, your HUAWEI ID profile picture and username will not
be used and displayed in the chat box.
3.3 On the basis of your consent, we process the following data for the associated purposes:
Marketing: With your consent, we process your email and/or phone number and cookie data for marketing purposes, including customer satisfaction feedback surveys. You can object to the use of your personal data for marketing purposes at any time. For further details how, please see Section 5: Your rights and choices. For further details on our use of cookies, please see our Cookies Notice. You have the right to withdraw your consent at any time, without affecting the lawfulness of processing based on consent before your withdrawal.
4. How we share your data
(1) Sharing with service providers: We use intragroup and third-party service providers, including payment services providers, customer service agents and repair companies. They will have access to your personal data only as required to fulfil their contractual obligations to us. Our services providers have been carefully selected and commissioned by us, are bound by contract and will not process your personal data for any other purposes.
(2) Sharing within group companies: To check whether your device is within warranty, we will share your IMEI/SN and proof of purchase with our Chinese manufacturing company Huawei Device Co., Ltd., which records the date of activation of your device. We will also share non-personally identifiable information, such as device model and broken parts, with Huawei Device Co., Ltd., for the purposes of spare parts forecasting and repair supplier settlement. In order to improve Huawei’s AI service technology, on the basis of our legitimate interests we share your anonymised AI Bot chat recordings with our AI team in HUAWEI DEVICE (HONG KONG) CO., LIMITED.,.
(3) Sharing with third parties: We share your personal data with delivery and logistics providers to deliver or collect devices to/from you.
(4) Legal or regulatory disclosures: Huawei may share your personal data to meet requirements of applicable law and regulation, in response to requests from regulators, courts or government agencies, or to establish or defend our legal rights.
(5) Business reorganization: Your personal data may also be disclosed as part of merger, acquisition, sale of assets (such as service agreements) or transition of service to a Huawei group or other company.
5. How long we retain your data
We retain your personal data for no longer than is necessary. In particular:
(1) HUAWEI ID account information: We retain your HUAWEI ID account information until you deregister your account.
(2) Your repair service information: Device identifier (IMEI/SN) will be retained for up to 36 months from the date of your last contact with us. Name, Email address, address, phone number will be retained for up to 24 months from the date of your last contact with us.
(3) Chat record and email content will be retained for 24 months from the date of your last contact with us. Hot line record will be retained for 12 months. Your AI Bot chat record will be retained for up to 24 months from the date of your last contact with us. In other Social media (webapps), chat record will be retained for 12 months.
(4) When you make query on warranty and repair status, the Device Identifier (SN/SR/mobile phone) will be used to check the information. These information will be deleted immediately after use and will not be stored.
In relation to each of the retention periods above you can specifically request for earlier deletion by exercising your rights of objection and erasure under Section 5: You rights and choices. Requests will be handled in accordance with applicable legal requirements.
6. Your rights and choices
| Your right | Description | How to exercise your rights? |
| Right of access | You can receive a copy of personal data we process you. |
(1) Please log in, go to My Account/Account page then click your profile picture or
nickname to User Center to access your account information.
You can access your order information, address information, subscription information, and forum information on My Account/Account page. You can click the shopping cart icon to access your shopping cart. (2) You can exercise your data subject rights here. |
| Right of portability | You can receive certain data that you have provided to us in a machine-readable format. |
If you need to obtain a digital copy of your personal data:
(1) Please log in, and then click Profile on My Account/Account page. After that, choose REQUEST DATA from Profile menu to get your personal data. (2) You can exercise your data subject rights here. |
| Right of destruction | You can have your data erased under certain conditions. |
(1)Please log in, delete order information and the information of recipient for frequent
use on My Account/Account page.
(2) You can exercise your data subject rights here. |
| Right of rectification | You can have your inaccurate data corrected and incomplete data completed. |
(1) Please log in, you can click Profile on My Account/Account page to edit your account
information. You can click Addresses on My Account/Account page to change the
information of recipient.
(2) You can exercise your data subject rights here. |
| Withdraw consent | You can withdraw consents to the processing of personal data based on your consents. |
(1) If you want to unsubscribe from the electronic communications, in the email you
receive, please click the link for un-subscription. You can also go to My
Account/Account page then click Subscriptions for un-subscription.
(2) For notification, please go to your browser settings to withdraw your consent in the respective browser. |
| Right to object | You can object to processing of your data to certain purposes such as direct marketing. | You can exercise your right of objection here. |
| Right to restrict processing | You can restrict processing of your personal data under certain conditions. |
You have the right to request for restriction of processing of your data here under the
following scenarios: • The accuracy of your data is contested by you, and we need a period to verify the accuracy of your data. • Your data is unlawfully processed but you do not want to erase it. • You have a legal claim that you need to establish, exercise, or defend, and you requested us to keep your data when we would not keep it otherwise. • Your request for objection is pending our verification. |
If you have any complaint or query about how Huawei processes your personal data, please submit your query here.
You also have the right to complain to Saudi Data and AI Authority.
7. Updates to this notice
Huawei reserves the right to update this Notice at any time. Should this Notice be updated, Huawei will release the change notice via various channels, including posting the latest version on our official website: https://consumer.huawei.com/sa-en/support/.
The most current version of this Privacy Notice will always be available here. You can check the “effective date” posted at the top to see when this Privacy Notice was last updated.
IMPORTANT: This Privacy Notice applies to this website only. For our privacy commitments in relation to other products and services, please see the applicable privacy notice of those products and services. If you want to learn more about Huawei’s privacy commitments in general, please read our Huawei Consumer Business Privacy Statement.