Policies

Who are we?

We are a safe space where you are heard, understood, and supported on your journey to inner peace. 

Our certified consultants offer professional psychological and family counseling with full respect for your privacy and circumstances.

Your privacy is our priority.  We keep your data completely confidential and never share it with any external party.

We’re here for you—with respect and without judgment.

We believe that change begins with a small decision, and we are proud to be a part of that decision

Please review our [Website Policies] before using our services.

Terms and Conditions

Eligibility for Services

You acknowledge and warrant the following:

You have not previously been suspended or prohibited from using Basira’s services at any time.
Any misuse of the service by the user outside the defined scope of the relationship may result in immediate account suspension.
You are at least 18 years old in order to be eligible to receive services through the Basira application.
Medications will not be dispensed through the application to individuals under 18 years of age without parental or guardian consent.

Representations and Warranties

Compliance with Notifications

I commit to reviewing and complying with all notifications sent by Basira regarding my use of the service.

Personal Use Only 

I agree to use the app, services, and any information obtained through them solely for personal purposes. I will not use them for commercial purposes, nor will I share or sell them to any third party.

Proper Conduct 

I commit not to use the app or service to harm, harass, or annoy any individual in any form.

Non-Interference with Service 

I agree not to interfere with or disrupt the proper functioning of the Basira application.

Prevention of Harm 

I acknowledge that I will not attempt to cause any harm to the application or its services by any means.

Protection of Login Credentials 

I bear full responsibility for maintaining the confidentiality of my account credentials, such as the password or any identification method provided by Basira.

Understanding Service Availability 

I understand that Basira makes every effort to maintain stable and smooth service availability but is not liable for temporary disruptions due to technical reasons beyond its control.

Counselor Competence 

I acknowledge that Basira strives to provide qualified counselors and high-quality services. However, the effectiveness of the service depends on personal factors and cannot be guaranteed or precisely measured.

Intellectual Property Rights

All intellectual property rights to these services and all related materials, or those appearing within the application, are the exclusive property of Basira—whether registered or unregistered. All content and design information presented on the application is considered our property, including but not limited to: texts, graphics, software, images, videos, music, audio, and their selection and arrangement, as well as all software compilations, source codes, and core programs.
You must not allow anyone, for any reason, to use your account in order to obtain a hearing from any Baseera Company service.

Price policy

Payment policy

Appointment cancellation policy

Appointments can be canceled with a 100% refund to the wallet if the cancellation is made more than 24 hours before the session time.
If canceled between 24 hours and 3 hours before the session, 70% of the amount will be refunded.
If canceled less than 3 hours before the session, only 50% of the amount will be refunded.
In case the client fails to attend the session, 50% of the amount will be refunded to the wallet.
If the appointment is on hold for more than 30 days from the booking date, it will be automatically canceled, and only 50% will be refunded.
The specialist has the right to cancel the session if the client does not show up within 15 minutes of the scheduled time.
Likewise, the client has the right to cancel the session if the specialist fails to attend within 15 minutes of the scheduled time.

Return policy

The client is entitled to a full refund if the cancellation is made 24 hours before the session time.
He is entitled to a 70% refund if the cancellation is made between 24 hours and 3 hours before the appointment.
In the event of a technical glitch in the application, the full amount will be refunded.
The amount cannot be refunded if the session is completed in full.
There is no refund if the client requests to end the session early.
When canceling a package after using one or more sessions, the sessions performed will be charged at their original price without adiscount, and the remainder will be returned to the wallet.

Appointment expiration policy

If the client does not attend, the specialist has the right to cancel the appointment according to the cancellation policy.
If the specialist does not attend, the client has the right to cancel the appointment according to the same policy.
If no action is taken by both parties within 30 days of the hearing date, the appointment will be deemed expired and automatically canceled from the system.
In this case, the amount paid cannot be refunded or the appointment can be rescheduled.

Wallet balance expiration policy

Services credit:

When canceling a paid service, its value is transferred to a wallet balance according to the cancellation policy, and its validity is 30 days from the date of addition. 
After the expiration of the period, the balance turns into “expired”, and the customer can reactivate it through the application by pressing a dedicated button to convert it to “active balance”.

Compensation and Gift Credit:

The credit added as a compensation or gift is only valid for 21 days. 
After it expires, it cannot be returned or used.

Legal liability

The information, recommendations, and services provided through the website or application are offered solely for the purpose of fulfilling the service upon the user's request.
Basira strives to maintain the accuracy and currency of the content on the website and application as much as possible, while acknowledging that the platform is subject to ongoing development.
Basira shall not be held liable for any damages arising from the use or inability to use the website or application, including damages caused by malicious software or viruses.
Basira is not responsible for the inaccuracy or incompleteness of the information, unless such damage results from gross negligence or intentional misconduct on its part.
Basira is not liable for any damages resulting from the beneficiary’s sharing of their contact information with the specialist.

Referral system policies

Referral credit cannot be withdrawn for cash or transferred to another account within the app.
The balance is automatically canceled if the customer deletes his Basira account.
The referral credit is valid for 12 months from the date it is obtained.
The referral code can only be used once when registering, and once when booking an appointment.
Baseera reserves the right to set an upper limit on the value of the referral credit used when booking appointments.

Medical reporting policy

The customer has the right to request a medical report, based on the health care system in Saudi Arabia.
The report is issued only by a licensed physician
The period between the last visit to the doctor and the date of requesting the report must not exceed 30 days.
If it is the only session with a doctor, it must be longer than 45 minutes to qualify the client for the report.

Limitation of liability

Security policy

Modification of the Service and User Terms

Baseera reserves the right to modify or replace any of the Terms of Use, or to change, suspend or discontinue any part of the Service or the Application (including features, content or databases) at any time, by notice published through the Site or sent to you via the Application or email
Baseera may impose limits on certain features or services or restrict access to parts or all of the Service, without prior notice or liability.

Notification

Applicable law and dispute resolution

Policy for dealing with the Baseera team

The Baseera work team must be treated with respect, and any abuse directed at the team may lead to administrative and legal measures being taken according to the regulations in force in the Kingdom (Assault on Health Practitioner Law “Any verbal or physical assault on a health practitioner is a crime punishable by law with imprisonment for a period of up to 10 years and a fine of up to one million riyals, – Anti-Harassment Law).
The specialist has the right to ban the client if he encounters any type of abuse by the client.

Privacy policy, confidentiality of information, and data use legislation document

Article (1): Definitions

Baseera Platform: Baseera Medical Care Company, which includes all the services it provides through its official applications and platforms.
Research and Development Unit: The specialized unit of Baseera Medical Care Company.
Scientific research: Any systematic investigation related to mental health, aimed at developing knowledge using beneficiary data, as approved by this document.
The system: The personal data protection system in the Kingdom of Saudi Arabia and its executive regulations.
Competent authority: The authority designated by a decision of the Council of Ministers.
Personal data: Any statement that leads to identifying an individual directly or indirectly, such as name, identity, addresses, accounts, photos...etc.
Sensitive data: data related to an individual’s origin, beliefs, health condition, genetic traits, security or other private information.
Genetic data: Data related to the genetic or biological characteristics of an individual.
Health Data: Any information related to an individual's physical, psychological, or mental condition, or their healthcare services.
Health Services: Services including prevention, treatment, rehabilitation, hospitalization, or the provision of medications.
Credit Data: Information related to obtaining financing, the ability to repay, or an individual's credit history.
Data Subject: The individual to whom the personal, health, or sensitive data is related.
Public Entity: Ministries, authorities, or official government bodies within the Kingdom.
Data Controller: The entity that determines the purposes and means of processing the data, whether it processes the data itself or through another entity.
Data Processor: The entity that processes the data on behalf of the Data Controller.
Processing: Any operation performed on data such as collection, storage, modification, transfer, erasure, destruction, etc.
Collection: Obtaining data from the subject, their representative, or a legitimate source.
Disclosure: Enabling an external party to access or use personal data.
Transfer: Moving data from one place to another for processing purposes.
Publishing: Broadcasting personal data through any media outlet.
Destruction: Making data unrecoverable or unlinkable to its owner.
Encoding (Pseudonymization): Converting identifiers into codes that make it difficult to determine the data subject's identity without additional securely stored data.
Anonymization: Removing all identifiers that make it permanently impossible to identify the data subject.
Pseudonym: Hiding the individual’s identity using codes that cannot be directly linked back without extra information.

Article (2): Purpose of this Document

Article (3): Objectives of the Document

Compliance with Local Regulations

Ensure that Baseera adheres to the Personal Data Protection Law (PDPL) and its implementing regulations in the Kingdom of Saudi Arabia.

Protection of Data Subjects' Rights

Empower individuals to exercise their rights to access, correct, or delete their personal data whenever necessary.

Implementation of Security Standards

Safeguard data against unauthorized access, loss, or damage through effective technical and organizational measures.

Response to Data Incidents

Establish a mechanism for managing and reporting data breaches in a timely manner, in accordance with legal requirements.

Regulation of Data Use in Research

Ensure that the collection and use of personal data within the Research & Development department aligns with legal frameworks and follows safe and responsible practices that foster innovation while respecting individual privacy.

Support for Mental Health Research

Encourage research and development initiatives in the field of mental health, contributing to the creation of effective, data-driven solutions.

Article (4): Scope of Application

Article (5): Privacy Policy, Information Confidentiality, and Lawful Scope of Data Usage

Privacy and Information Confidentiality Policy

Baseera maintains a privacy and information confidentiality policy that is prepared in accordance with relevant laws and regulations, and aligned with the provisions of this document.

Data Subject Consent

Users are required to review and agree to the Privacy Policy and the Data Usage Authorization Document before using Baseera’s services.

Lawful Use of Data

This document defines the scope of personal data usage strictly for lawful purposes and ensures that access is limited to authorized personnel only.

Processing Records

Accurate records are maintained, including categories of data, processing purposes, and retention periods, to ensure legal compliance and effective data management.

Data Retention Period

Retention periods align with the guidelines set by relevant ministries and regulatory bodies, in accordance with the approved policies for each sector.

Data Breach Reporting

In the event of a breach, the competent authority must be notified within 72 hours, and affected individuals must be informed as soon as possible, in line with the Personal Data Protection Law (PDPL) requirements.

Impact and Risk Assessments

Impact assessments are conducted when handling sensitive data or deploying new technologies. Controls are reviewed and appropriate procedures are implemented to ensure compliance and protect privacy.

Complaints and Objections

Clients may submit complaints regarding the handling of their data within 90 days of becoming aware of the incident. Complaints are investigated and corrective actions are taken accordingly.

Payment Information

Payment and credit data are treated as highly sensitive and are subject to the regulations of the Saudi Central Bank. These data are not processed or shared without explicit consent and are deleted once no longer needed.

Acceptance of the Document

Beneficiaries must accept this document within 60 days of its presentation as part of the usage policy. Consent will be deemed valid unless an objection is raised, provided this does not conflict with Article (12) of this document.

Article (6): Purposes of Data Use and Processing

Article (7): Rights of the Personal Data Subject

In its commitment to protecting customer privacy and in full compliance with the provisions of the Personal Data Protection Law (PDPL) in the Kingdom of Saudi Arabia, Baseera affirms its full adherence to the rights of data subjects, which include the following:

Right to Be Informed

Clients have the right to be clearly informed of the legal basis for collecting their personal data and the specific purpose of its collection, with full transparency.

Right of Access

Clients may request to access their personal data stored by Baseera, in accordance with approved procedures and regulations, without prejudice to the provisions of Article (9) of the PDPL.

Right to Obtain a Copy

Baseera enables clients to obtain a clear and readable copy of their personal data upon request, in accordance with applicable regulations.

Right to Rectification and Update

Clients have the right to correct, complete, or update their personal data held by Baseera to ensure its accuracy.

Right to Erasure

Clients may request the erasure of their personal data when it is no longer needed, provided this does not conflict with Article (18) of the PDPL.

Right to Restrict Processing

Clients have the right to request restriction of the use of their data in certain circumstances. Baseera is committed to refraining from using the data during the restriction period, while it may continue to store it as needed.

Right Not to Be Subject to Automated Decision-Making

Baseera ensures that clients are not subject to decisions made solely based on automated processing of their data, without human intervention.

Article (8): Collection and Processing of Data Without the Data Subject’s Consent

Baseera Medical Care Company may collect or process personal data for scientific, research, statistical purposes, or for the purpose of delivering a specific service without the need for the data subject’s consent, in the following cases:In its commitment to protecting customer privacy and in full compliance with the provisions of the Personal Data Protection Law (PDPL) in the Kingdom of Saudi Arabia, Baseera affirms its full adherence to the rights of data subjects, which include the following:

If the personal data does not contain information that directly identifies the data subject.
If any identifiers of the data subject are destroyed during the processing phase and before sharing with any third party, provided that the data is not of a sensitive nature.
If the collection or processing of the data is based on another applicable regulation or in execution of a prior agreement in which the data subject is a party.

In such cases, Baseera is committed to the following:

Clearly and precisely defining the scientific, research, or statistical purposes in the processing activity records.
Limiting data collection to the minimum necessary to achieve the specified purposes.
Pseudonymizing personal data whenever possible, without compromising the intended purpose of processing.
Ensuring that the processing does not result in any adverse impact on the rights or interests of the data subject

Article (9): Direct Collection of Personal Data from the Data Subject

If Baseera Medical Care Company collects personal data directly from the data subject, it is committed to taking the necessary measures to inform the data subject of the following information, either prior to or during the data collection process:

Company’s Legal Name and Contact Information

The data subject shall be provided with the official name of Baseera, along with its contact details and any approved communication channels related to personal data protection.

Data Protection Officer’s Information (if applicable)

The company shall provide the contact details of the appointed Data Protection Officer, if one exists.

Legal Basis and Purpose of Collection

The legal basis and purpose for collecting and processing personal data shall be explained clearly, accurately, and explicitly.

Data Retention Period

The company shall state the duration for which personal data will be retained, or the criteria used to determine such a period if it cannot be specified in advance.

Data Subject Rights

The data subject shall be informed of their rights as outlined in Article (4) of the PDPL, along with the process for exercising those rights through Baseera.

Withdrawal of Consent

The company shall explain how the data subject may withdraw or revoke previously given consent for the processing of their personal data.

Mandatory or Optional Nature of Data Provision

It shall be indicated whether providing or processing the data is mandatory for receiving a specific service, or if it is optional.

🔔 Exception:
These provisions shall not apply if the aforementioned information has already been provided to the data subject, or if disclosing it would conflict with applicable regulations in the Kingdom of Saudi Arabia.

Article (10): Indirect Collection of Personal Data

Article (11): Consent to Personal Data Processing

As the data controller, Baseera Medical Care Company is committed to obtaining the explicit and prior consent of the personal data subject before initiating any data processing activities. This consent may be obtained through any appropriate means—whether written, verbal, or electronic—provided it aligns with the provisions of the applicable law. 

The consent must meet the following conditions:

Freedom and Transparency

Consent must be given freely, without coercion or deception. It must comply with the provisions of Article (7) of the PDPL when obtained.

Clear Purpose Specification

The purposes of processing must be clearly and specifically explained to the data subject at or before the time of requesting consent, ensuring their full understanding of the processing intent.

Legal Capacity

Consent must be issued by a data subject who has full legal capacity under the law.

Consent Documentation

Baseera shall maintain documented records of all consents obtained from data subjects, including the time and method of consent, to ensure future verifiability.

Independent Consent per Purpose

A separate and independent consent must be obtained for each specific processing purpose. General or blanket consent is not sufficient for multi-purpose processing.

Article (12): Withdrawal of Consent

Baseera Medical Care Company acknowledges the right of the data subject to withdraw their consent to the processing of their personal data at any time prior to its pseudonymization. The data subject may notify the company through any available communication channel, in accordance with Article (8) of the PDPL.

To ensure this right is exercised easily and effectively, Baseera commits to the following:

Clear Procedures for Withdrawal

Prior to obtaining consent from the data subject, Baseera shall establish simplified procedures that allow the individual to withdraw their consent. The company shall also take all necessary steps to ensure the execution of such requests. The withdrawal process will be either equal to or easier than the process of giving consent.

Cessation of Processing Upon Withdrawal

If the data subject withdraws their consent before their data is pseudonymized, Baseera shall immediately cease all data processing activities without undue delay. It is understood that such withdrawal does not affect the legality of any prior processing carried out based on the original consent.

Notification to Data Recipients

Upon withdrawal of consent prior to pseudonymization, Baseera shall take appropriate steps to notify all parties to whom the data has been disclosed—by any means—and request them to destroy the data in accordance with the applicable policy.

Exemption from Withdrawal

Withdrawal of consent shall have no effect on processing activities that are based on other legal or regulatory justifications recognized within the Kingdom of Saudi Arabia.

Article (13): Processing of Data for Marketing Purposes

With the exception of sensitive data, personal data may be processed for marketing purposes, provided that it has been collected directly from the data subject or was previously stored within internal marketing records with the data subject’s prior consent. Such processing must be carried out in accordance with the provisions of the applicable law and the specific regulations set forth in the relevant bylaws.

Article (14): Direct Marketing

As the data controller, Baseera Medical Care Company, when processing personal data for direct marketing purposes, shall comply with the following, without violating the Communications and Information Technology Law or any related regulations:

Obtaining Prior Consent

No direct marketing materials shall be sent without the data subject’s explicit prior consent, in accordance with Article (11) of the Personal Data Protection Law Implementing Regulations.

Simplified Opt-Out Mechanism

The company shall provide data subjects with a clear and easy way to opt out of receiving marketing communications at any time. The opt-out process must be simple, user-friendly, and at least as easy as the method used to give the original consent.

Transparency in Marketing Identity

When sending direct marketing materials, Baseera shall clearly identify itself as the sender, without any attempt to conceal its identity or obscure the source of the communication.

Immediate Cessation Upon Withdrawal

If the data subject withdraws their consent to direct marketing, Baseera shall immediately cease sending any marketing materials to that individual without undue delay.

Article (15): Intellectual Property Rights

Article (16): Personal Data Protection Law (PDPL)

Article (17): Compliance Oversight at Labayh Medical Care Company

These provisions and policies are subject to continuous development and improvement; therefore, beneficiaries are advised to review them periodically.

The complete solution for providing online psychological and family care services through sessions that are easy, secure, and fully confidential.