1. Personal data operator

The operator of personal data is Strazh-M LLP (hereinafter, the “Operator”).

2. Categories of data processed

The Operator processes the following personal data of Users:

• first name and last name provided at registration;
• mobile phone number;
• email address;
• device data (model, operating system, device identifiers);
• call history (date, time, call status);
• subscription status and payment data (card details are not stored).

3. Purposes of data processing

• registering and authorizing the User in the App;
• passing Calls on to partner Security Companies;
• enabling voice communication with the responding Security Guard;
• processing subscription payments;
• sending notifications about changes to the terms of use;
• providing technical support to Users.

4. Processing and storage of data

Personal data are processed from the moment the User registers until the account is deleted. After the account is deleted, the data are kept in an archive for no more than 3 years, unless otherwise provided by the legislation of the Republic of Kazakhstan.

Data are transferred to third parties only in the following cases:

• to partner Security Companies, to the extent necessary to handle the Call (the User’s name and phone number);
• to payment providers, to process payments;
• to government authorities, at their lawful request.

5. Rights of the personal data subject

The User has the right to:

• obtain information about the data being processed;
• demand that the data be corrected, blocked or destroyed;
• withdraw consent to data processing by deleting their account.

To exercise these rights, send a request to the Operator’s email address.

6. Data protection measures

The Operator takes technical and organizational measures to protect personal data from unauthorized access, loss and destruction, including encryption of data in transit (SSL/TLS) and storage in a secure infrastructure.

1. Nature of the subscription

The subscription provides access to the functions of the App: the ability to send a Call to a security guard. Security services are provided by partner Security Companies and are not included in the price of the subscription to the Platform.

2. Cancelling the subscription

The User may cancel the subscription at any time in the App settings or through the support service. After cancellation:

• access to the functions of the App remains until the end of the paid period;
• no automatic charge is made for the next period;
• no refund is made for the unused part of the current period, unless otherwise provided by this Policy.

3. When refunds are made

Money is refunded in the following cases:

• the App is technically unavailable through the Platform’s fault for more than 72 consecutive hours during the paid period: the refund is calculated in proportion to the period of unavailability;
• an erroneous double charge: the excess amount is refunded in full;
• the subscription is cancelled within 24 hours of the first payment and no Calls have been made: a full refund.

4. How to request a refund

To get a refund, the User must:

• contact the support service through the App or at the Platform’s email address;
• state the reason for the refund and the date and amount of the payment;
• attach proof of payment (a screenshot or the transaction number).

Requests are reviewed within 10 business days. The refund is made to the card used for the payment within 10 banking days after the refund decision.

5. When no refund is made

• The User used the Call function during the paid period.
• The subscription was cancelled more than 24 hours after the first payment.
• The dissatisfaction concerns the quality of a Security Company’s services rather than the operation of the Platform; in this case, claims should be sent directly to the Security Company.

1. Accepted payment methods

The subscription can be paid for using:

• bank cards of the Visa and Mastercard payment systems;
• cards of Kazakhstani banks (Kaspi Bank, Halyk Bank, Forte Bank, Freedom Bank and others);
• other payment methods available in the App.

2. Payment process

• The User selects a subscription plan in the App.
• The User enters the email address to which the electronic payment receipt will be sent and taps the “Pay” button.
• The User enters the payment card details (card number, expiry date, CVV code) directly on the secure page of the payment gateway; card details are not transferred to or stored on the Platform’s servers.
• The payment gateway authorizes the payment with the issuing bank.
• If the authorization succeeds, the subscription is activated automatically, the User is notified of the successful payment, and an electronic receipt (fiscal receipt) for the service is sent to the email address provided.
• For subsequent subscription periods, the charge is made automatically on the date corresponding to the date of the initial payment.

3. Payment security

All transactions are processed in compliance with the PCI DSS security standard. Payment data are transmitted using SSL/TLS encryption. 3D Secure technology (Verified by Visa / Mastercard SecureCode) may be used for additional cardholder authentication. The Platform does not store Users’ full card details.

4. Failed payment

If the issuing bank declines the payment, the subscription is not activated. The User is sent a notification recommending that they check the card details and available funds and, if necessary, contact their bank. The Platform is not responsible for a bank’s refusal to carry out a transaction.

5. Payment currency

All payments are made in tenge (KZT).

6. Electronic payment receipt

When taking out a subscription, the User must provide a valid email address. After each successful payment, an electronic receipt (fiscal receipt) confirming payment for the service is sent to that address.

By making a payment, the User confirms that the email address provided is correct and consents to receiving the receipt for the service in electronic form at that address.

1. Access to the App

The subscription is activated immediately after the payment has been processed successfully. The User receives an activation notification in the App and/or by email.

2. Calling security

• The User opens the App and taps the call button.
• The App sends the call signal to available security guards of partner Security Companies.
• The Security Guard who accepts the Call confirms the response, and the User receives a notification.
• A voice communication channel is established between the User and the responding Security Guard.
• The Security Guard arrives at the location as agreed with the User over voice communication.

3. Arrival times

A Security Guard’s arrival time depends on the User’s location, the guards’ workload and traffic conditions. The Platform does not set a guaranteed arrival time; it is determined by the Security Company. The Security Guard may give an estimated arrival time during the voice call.

4. Service availability

The App’s functions are available 24 hours a day, 7 days a week. Whether guards respond depends on the coverage and working hours of partner Security Companies in the User’s region. The Platform does not guarantee that a guard will be available at any given moment.

5. Technical requirements

To use the App, you need:

• a smartphone running a current version of Android or iOS;
• Internet access (mobile or Wi-Fi);
• permission to use the microphone for voice communication.

What we recommend keeping

• The notification of successful payment that the Platform sends by email after each charge.
• A screenshot of the payment confirmation screen in the App.
• A statement from your mobile banking app or a transaction history showing the amount, date and recipient of the payment.
• The transaction number (payment ID) shown in the App after a successful payment.

Why this matters

Transaction records will allow you to:

• confirm the payment in the event of technical failures;
• request a refund where there are grounds for one;
• resolve disputes with the support service.

How long to keep them

We recommend keeping transaction records for at least 12 months from the date of payment.

1. Technical security measures

Encryption of transmitted data. All data between your device and the Platform’s servers are transmitted using TLS 1.2/1.3 (SSL). Your payment details cannot be intercepted by third parties in transit.

PCI DSS standard. Payments are processed through a certified payment gateway that complies with the PCI DSS international payment card security standard. Your full card details (number, CVV) are not stored on the Platform’s servers.

Card tokenization. When a card is saved for automatic charges, only a token (an encrypted identifier) assigned by the payment gateway is stored; the actual card details are not available to the Platform.

3D Secure. Where necessary, 3D Secure technology is used to confirm a payment, requiring additional cardholder authentication by SMS code or through the bank’s app.

2. Organizational security measures

• Access to Users’ payment data is restricted and granted only to authorized employees within the scope of their job duties.
• Payment data are not transferred to partner Security Companies; they receive only the information needed to identify the caller (name, phone number).
• Personal data are processed in accordance with Law of the Republic of Kazakhstan No. 94-V of 21 May 2013 “On Personal Data and Their Protection”.

3. What you can do to stay safe

For additional protection of your data, we recommend that you:

• do not give third parties access to your account in the App;
• use the latest version of the App;
• if you suspect an unauthorized charge, immediately contact your bank to block the card and contact the Platform’s support service.

4. Contact information

For questions about the security of payment data, contact the support service through the App.