Who this policy covers
Remedexa is a Windows diagnostic and repair project based in Riyadh, Saudi Arabia. This policy explains the Remedexa website, enquiries sent to the project, and the data boundaries of its Windows application. Contact the Remedexa team at business@remedexa.com for privacy questions or requests.
The product is in development and is not currently offered for public purchase. Product-specific processing described below applies only when the relevant feature is made available to you. This notice does not mean that paid licensing, cloud support or remote sessions are publicly available.
For website enquiries, Remedexa determines why and how the information is used. On an employer-managed device, your organization may separately determine the purpose of support and act as controller of employee data. Remedexa processes instructed support work within the applicable service agreement; your employer's notice also applies.
Website visits and enquiries
Your browser sends ordinary connection information to the website host to load pages: an IP address, requested URL, browser information and request timing. Hosting infrastructure may process security and access logs to deliver the site, diagnose faults and prevent abuse. Do not place personal or confidential information in page URLs.
Website analytics is optional and depends on your consent as explained below. Language selection uses the page URL, and the time-value calculator runs locally without sending its inputs. Visiting the site does not send a diagnostic bundle or support information.
If you email us or open a Business enquiry form, we receive the details you provide, such as your name, business email, organization, country, approximate device count and enquiry. Contact information is needed to reply; other context should be limited to what is relevant. Do not submit passwords, identity documents, banking credentials, employee records or diagnostic archives through an enquiry.
Local diagnostics, reports and History
The Windows app examines technical information needed for the selected problem: Windows version, device and driver state, services, bounded event information, network configuration, process names and performance measurements. A diagnostic result can include identifiers and sanitized technical context; technical data is not automatically anonymous.
Routine diagnostics do not collect document or email contents, Teams messages, browser history, passwords, authentication tokens or clipboard contents. Issue descriptions used to route a problem are processed locally and are not included in History or support packages.
Reports and troubleshooting History are stored locally in your Windows user profile. Local exports can include your Windows username and computer name under the default export settings; serial-number export is off by default. Review export settings and the file before sharing. Choosing to email or upload a local report shares that copy with your chosen recipient.
History stores bounded summaries, outcomes and timestamps, rather than complete diagnostic evidence. Clearing History removes its records; it does not remove separately saved reports, exported copies or support tickets. The app is not a cloud backup service.
Microphone, camera and input tests
A microphone level test runs only when you start it. It uses transient audio samples to calculate signal levels and clears the buffers; it does not save, transcribe or upload audio.
A camera initialization test activates the selected camera without obtaining frames or recording video. Keyboard and pointer tests operate within the dedicated focused test panel and retain aggregate results, not typed text, key sequences or background input.
These local tests are separate from attended remote support, where a technician can see the screen content you choose to expose during the session.
Licensing and optional Business support
When an available licensing or enrollment flow is used, Remedexa may process the contact and organization information supplied for that flow, installation or licensed-device references, entitlement status, and security or transaction records needed to authorize access. Credentials are used for authentication and must not be included in reports or support attachments.
A Business support request can share the selected issue, target, diagnostic/repair/verification outcomes, case reference and relevant organization/device linkage with the support service. The Business cloud package is a separate minimized export: it suppresses usernames, computer names and serial numbers and excludes document content, screenshots, raw logs and credential material. This does not make the entire support case anonymous.
Attended remote support is a separate, optional action for an eligible active Business service. A session invitation alone does not grant access. Review the session notice, close unrelated or confidential windows, and join only when ready. The technician may see personal information displayed on your screen. You may decline or end the session; declining may limit the help that can be provided.
Optional product-improvement reporting, if available, requires a separate choice after reviewing the specific report; repair or support consent does not authorize it. This policy does not authorize unattended access, session recording, employee surveillance or reuse of support content for AI training. Any materially different feature requires its own notice and applicable authorization before use.
Why information is used
We use enquiry details to respond to the request you make, on the basis of your consent where required. Sending an enquiry does not subscribe you to marketing.
Where you are a party to a service agreement, necessary account and service information is used to provide that agreement. For organization-managed support, the applicable controller must establish the appropriate basis for employee data; a company contract alone is not assumed to be every employee's consent.
Necessary security processing supports protection of the service and prevention of misuse, subject to the applicable legitimate-interest requirements and your rights. Records may also be processed to satisfy an applicable legal obligation or a valid legal claim. We do not treat agreement to these pages as blanket consent to unrelated processing.
Retention and deletion
Local reports remain on your device until you delete them or an applicable local retention setting removes them. Exported copies must be deleted separately. The History view returns up to 100 records from the last 365 days; that display limit does not itself delete older files. Use Clear History to remove records from its dedicated store. Microphone buffers and raw issue-routing text are transient as described above.
For enquiries, retention is determined by whether the conversation remains active, whether you request further follow-up, and whether a record is needed for a specific legal obligation or dispute. An enquiry is not permission for indefinite marketing retention. You may ask us to delete it when the discussion is over.
For an enabled account or support service, retention depends on the active service, resolution of the case, a necessary security investigation and applicable statutory recordkeeping. A service-specific notice or agreement must identify any more precise schedule before that processing begins. You can request a retention explanation or deletion through the contact below.
When there is no continuing lawful need, personal data must be deleted or irreversibly anonymized, including relevant provider-held copies. A legal hold may restrict deletion of particular records; we will explain applicable restrictions when responding to a request. Removing a local file does not recall copies you have already shared.
Security and your choices
The website uses HTTPS. The app separates ordinary diagnostics from privileged repair actions and sanitizes supported exports, with stricter minimization for Business cloud packages. These controls reduce risk but cannot guarantee that every system or user-supplied attachment is free of personal information.
Keep Windows and the app updated, protect your device account, check recipients and attachments, and never send an OTP or password to a technician. Report suspected data exposure to business@remedexa.com without including additional secrets. We will assess incidents and make notifications required by applicable law.
Your rights and how to request them
Under the Saudi Personal Data Protection Law, applicable rights include knowing how your data is handled, access, a readable copy, correction, completion, and destruction of data no longer needed. You may withdraw consent where processing relies on it; withdrawal does not invalidate earlier lawful processing or remove a separate legal basis.
Email business@remedexa.com with the subject “Privacy request”, the relevant service or enquiry, and the right you want to exercise. We may request proportionate information to verify your identity and protect other people. Do not send a password or identity-document copy unless a necessary secure verification method has been agreed.
Requests are handled without undue delay and within 30 days. Where the law permits an extension, we will explain it before expiry; the extension will not exceed a further 30 days. Requests are normally free. Any lawful limitation or refusal will be explained.
For organization-controlled employee records, contact your organization's privacy or IT contact as well. You can also raise a complaint with the Saudi Data & AI Authority through its National Data Governance Platform; contacting us first is not a waiver of that right.
Children and changes to this policy
The service is intended for adults and authorized business users. A person without full legal capacity should use it only with the appropriate lawful guardian's involvement. Do not submit children's personal information in a business enquiry.
The date on this page identifies this version. Material changes to purposes or data handling require updated information and any consent required before the new processing occurs. The Arabic and English versions are intended to provide the same information.