سياسة الخصوصية والاستخدام

🔒 Privacy & Usage Policy of "Natural Palace" 🌿


1. 📝 Introduction & Commitment

Welcome to Natural Palace, a store specializing in frozen food products within the Kingdom of Saudi Arabia.

Our goal — with God’s grace — is to provide you with a safe and convenient shopping experience that protects your privacy and ensures the quality of our products in every detail.

✨ Consent & Terms ✨

By using our website or completing any purchase, you confirm your trust and agreement to all our policies and terms, including shipping, delivery, privacy, warranty, quality, payments, and returns.

2. 📖 Key Definitions

To make things clear, here are the definitions of key terms used in our store:

  • 🛍️ Store: Refers to the "Natural Palace" website and all its digital channels.
  • 👤 Customer / Consumer: Anyone who purchases a product or uses the store’s services.
  • ❄️ Frozen Product: Any food product requiring storage between -3°C and -15°C to maintain its quality and freshness.
  • 📜 Agreement: Includes all terms and policies governing the relationship between the store and the customer, including privacy, shipping & delivery, payments, warranty, and returns.

3. 📲 Information Collection (Only What’s Necessary)

We only collect essential information required to fulfill your orders and provide better service, including:

  • Full Name
  • Mobile Number
  • Detailed Address (City, Neighborhood, Street)
  • Payment Information (processed only via secure gateways; never stored by the store)

4. 🎯 Use of Information (For Your Service Only)

We use your information solely to serve you and deliver your orders efficiently, including:

  • Processing and completing orders
  • Communicating about your order status or inquiries
  • Sending offers and updates
  • Improving your shopping experience and optimizing our logistics

🚫 Important Note: Your data is never used for external marketing or shared with unauthorized parties.


5. 🛡️ Data Protection & Security (Our Top Priority) — Salla Platform

We take your privacy and data security seriously, relying on high digital security standards via the Salla platform, which provides a secure, encrypted infrastructure for customer data protection.

  • 🔒 Encryption: All operations use SSL protocols to secure sensitive information.
  • 💾 Secure Storage: Data is stored in protected systems on Salla; only authorized personnel can access it.
  • 💳 Payment Data: The store does not store any card or banking details; all payments are processed directly through secure, approved gateways.
  • 📢 Immediate Notification: Any technical or security issues are communicated promptly via our official channels.

6. 💳 Secure Payments (via Trusted Salla Platform)

All payments are processed through Salla, using officially approved and trusted gateways in Saudi Arabia.

Available Payment Methods:

  • Mada, Visa, Mastercard, Apple Pay
  • Bank transfers (if available)
  • Installments via Tabby, Tamara, and Imkan (subject to their policies)

🔒 Transaction Security:

All payments are processed through encrypted, certified systems; no payment information is stored in the store.

⚙️ Error Handling:

If a technical error occurs or the amount is deducted without confirming the order, we contact you immediately, and refunds are processed within 3–10 business days based on the payment gateway’s policy.

🕓 Order Cancellation:

Any order not completed with payment is automatically canceled after the platform-specified period.

🛡️ Store Rights:

The store reserves the right to reject or cancel any order suspected of fraudulent or unauthorized payments, to protect customers and ensure transaction safety.

🏷️ Prices:

All displayed prices include VAT (if applicable), and shipping fees are clearly indicated at checkout.

7. 🚨 Disclosure of Information (Minimal & Necessary Only)

We may share essential information only in specific and mandatory cases, including:

  • Requests from official authorities within Saudi Arabia
  • Protecting the rights of the store or users from fraud or misuse
  • With trusted logistics/shipping companies for proper delivery

🔒 Important: Outside these cases, no data is ever shared with third parties under any circumstances.


8. 👤 Customer Rights (Guaranteed)

Each customer has guaranteed rights, including:

  • 📝 Access & Modification: You can view and update your data at any time before placing an order.
  • 🗑️ Permanent Deletion: You can request your account or data to be permanently deleted from the Salla system at any time.

9. 🛠️ Complaints & Feedback

For any complaint or feedback regarding your data protection, you can contact us directly via customer support, and we will address it as quickly as possible.


10. 🔄 Policy Updates & Modifications

  • 🔹 Right to Update: The store reserves the right to update or modify this policy as needed, to align with new technological developments or regulatory requirements.
  • 🔹 Implicit Consent: Continued use of the website after updates implies your acceptance of the new policy version.

11. ⚖️ Legal Responsibility

The store operates under Saudi Arabia’s e-commerce laws and regulations, fully committed to consumer protection and rights.

⚖️ Judicial Reference:

  • We always aim to resolve disputes amicably through customer service or official store channels.
  • If the transaction is through Salla, the platform’s procedures for dispute resolution are applied first.
  • If a disagreement persists — God forbid — it will be referred to competent Saudi courts according to applicable laws.