Legal Policies

Sanad is committed to protecting the personal data of its clients. We collect only the information necessary to deliver our services: full name, email address or phone number, and request details. For services that require identity verification (KYC) we also collect identity documents (national ID, passport, or residence permit — front and back where applicable) together with a selfie used to confirm the document belongs to you.

This data is used exclusively to: execute and track field requests on your behalf; verify your identity where required; and communicate with you about your requests and any related updates. We never sell your data, and we never share it with third parties for commercial purposes.

Data is stored on secure infrastructure with encryption at rest and in transit and strict access controls based on least privilege. Only staff members and field agents directly assigned to a specific request can access that request's data, and staff access to identity documents is logged.

Identity documents — retention and disposal: if a verification submission is rejected, its images (ID and selfie) are deleted from our storage immediately and are not retained. When a verification is approved, the images are kept only as long as necessary to maintain your verified status and may be removed once they are no longer needed.

Account data is retained for the duration of your relationship with us. When your account is deleted, your personal data — including any stored identity documents — is removed, and any remaining data is deleted or anonymised within ninety days, unless a longer retention period is required by law.

Deleting your account and data: you can delete your account at any time directly in the Sanad mobile app (Account → Delete account), which permanently removes your profile and associated data, including identity documents. You may also request deletion by contacting us, and we will honour the request.

You have the right at any time to request access to, correction of, or deletion of your personal data. To exercise these rights or for any privacy-related enquiry, please contact us via the contact page or at hello@sanad.example.

Sanad operates a digital platform that enables Sudanese expatriates to request and track the execution of field tasks inside Sudan through a team of verified field agents. Using the platform constitutes express acceptance of these terms.

Users must be at least eighteen years of age and must provide accurate, truthful information when creating an account or submitting requests. Using the platform to request services that are unlawful or contrary to public order is strictly prohibited.

Upon receiving a request, Sanad reviews the details and sends a quote setting out the price and expected delivery timeline. Once the client approves and payment is completed, a qualified field agent is assigned to carry out the task and document every step with photographs and reports that appear in the client's account in real time.

Fees are due as stated in the quote for each service, or in accordance with the chosen subscription plan. Payments are processed through secure channels; payment must be completed before execution begins unless otherwise agreed in writing.

Sanad acts as a documented execution intermediary and makes every effort to complete agreed services. However, the outcomes of certain government procedures or dealings with third-party institutions depend on the decisions and processes of those bodies and cannot be guaranteed in all cases. Sanad bears responsibility for documentation, follow-up, and field execution — not for decisions made by external authorities.

Sanad reserves the right to amend these terms at any time. Clients will be notified of material changes by email or in-platform notification before the changes take effect. Continued use of the service after notification constitutes acceptance of the updated terms.

For any query relating to these terms, please contact us via the contact page or at hello@sanad.example.

You are entitled to a full refund if you cancel your request before a field agent has been assigned and before any work has physically started on the service.

Refunds are not available in the following circumstances: services that have been completed or partially completed with the client's knowledge and consent; government or third-party fees that have already been paid on the client's behalf and cannot be recovered.

To request a refund, please contact our support team via the contact page or at hello@sanad.example, quoting your request number and the reason for the refund. Approved refund requests are processed within seven business days of approval.

For services that were only partially completed and did not meet the agreed scope, a partial refund may be granted following a case review by the Sanad team. The client will be informed of the outcome within seven business days of submitting the request.

For enquiries about the status of a refund or any other question, please contact us via the contact page.