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Channel policy
Our ground rules. Simple and clear.
Written commitments that shape your interactions with the NUA team — every channel has its rules, and every message gets our full attention.
01
Response times
We commit to replying to all messages within 24 hours on business days (Sunday — Thursday). Messages sent over the weekend are processed Sunday morning.
02
Formal complaint
If you're not satisfied with the first response, you can escalate via complaints@nua.fit. It will be handled within 7 business days by an independent specialist team.
03
Confidentiality
All your messages are treated with full confidentiality. Only the relevant support team members see them — never shared with any third party, under any circumstance.
04
Data deletion requests
You can request deletion of your data at any time. We process the request within 30 days and send you a formal confirmation, in line with the Saudi Personal Data Protection Law (PDPL).
05
What we don't offer
The NUA team does not provide individual medical or nutrition advice. For health questions, please consult your physician or wait for the launch of NUA Coach.
06
Languages
We communicate in Modern Standard Arabic and English. Local dialects are welcome — our team is happy to understand and respond in a tone that works for you.
