Data Deletion Instructions

This page explains how to ask us to delete the personal data we hold about you, what we will delete, what we have to keep, and how long it takes.

Solstice is operated by Qumm Shams for Trips Company (Commercial Registration 1009050995, tourism licence 73105500), registered in Riyadh, Kingdom of Saudi Arabia. Our Privacy Policy explains what we collect and why.

Who can ask

Anyone whose personal data we hold. You do not need an account, and you do not need to be signed in.

That includes customers who booked as guests, guides who applied whether or not they were approved, and people whose contact details were entered on a booking by someone else.

How to make a request

Email info@oursolstice.com with the subject line "Data deletion request".

Tell us:

• the mobile number and/or email address you used with Solstice;
• whether you are a customer, a guide, or both;
• whether you want everything deleted, or only a specific booking, review or record.

If you booked as a guest, use the contact details you entered at checkout — those are what the booking is held against.

You do not have to give a reason.

How we check it is really you

Before we delete anything, we need to be reasonably confident the request comes from the person the data belongs to. Otherwise deletion becomes a way to attack someone else's account.

We will normally send a confirmation code to the mobile number or email address on the record you are asking about, and ask you to send it back to us. If neither is reachable any more, we may ask for something else that only you would know, such as a booking reference together with details of that trip.

We will never ask you by email for a password, a card number, or a copy of your national identity document. If you receive a message claiming to be us and asking for those, it is not from us.

How long it takes

We acknowledge every request when it arrives, and complete it within 30 days. If a request turns out to be complicated enough to need longer, we will tell you before those 30 days are up and explain why.

There is no charge for making a request.

What we delete

Where we have no continuing legal reason to keep it, we delete:

• your name, contact details and language preference;
• your marketing preferences;
• trips you saved;
• reviews you wrote, or the identity attached to them if the review itself has to stay;
• for guides: your profile photo, biography, emergency contact, health information and uploaded certification documents;
• the message and email records held against your account.

What we have to keep, and why

Some records cannot be deleted on request, either because the law requires us to keep them or because we need them to defend a legal claim:

• Booking, payment, refund and invoice records — kept for the period required by Saudi tax, accounting and commercial law. Where we can, we reduce these to what the law requires and remove the rest.
• Records relating to a trip that has already run — kept for as long as a claim arising from it could still be brought.
• Anything we are under a legal order to preserve.

If there is something we cannot delete, we will tell you which record it is and why, rather than simply refusing.

Asking for part of it

You do not have to choose between everything and nothing. You can ask us to remove a single review, take down your public guide profile, correct something that is wrong, or stop marketing, and leave everything else alone. Tell us which in your email.

If you are a guide

If you have led trips with us, your verification records are part of our obligations as a licensed tour operator, so they are kept for the period described above.

We can still close your account and take your public profile down straight away. If that is what you want most urgently, say so in your email and we will do that first rather than making you wait for the rest of the request.

Stopping messages without deleting anything

If you only want the messages to stop, you do not need a deletion request. Reply STOP to any WhatsApp message we send you, use the unsubscribe link in a marketing email, or email info@oursolstice.com.

We will still send you messages about a booking you actually hold — a confirmation, a change, a cancellation — because those are part of the service you paid for, not marketing.

Deleting your data ends messaging altogether, since we will no longer hold anything to send to.

What happens to a booking you still have

If you have an upcoming trip, tell us what you want to happen to it. Deleting your data does not automatically cancel a booking or produce a refund, and cancelling is governed by the Refund Policy that applied when you booked. We will explain your options before we do anything irreversible.

If you are not satisfied

Tell us first — write to info@oursolstice.com and we will look at it again. If you remain dissatisfied, you have the right to complain to the Saudi Data and Artificial Intelligence Authority (SDAIA).

Contact

Qumm Shams for Trips Company Riyadh, Kingdom of Saudi Arabia info@oursolstice.com