Privacy Policy

1. Introduction

SKY PALACE TOURISM L.L.C. ("we", "us", "our"), a company licensed in Dubai, United Arab Emirates, operates dubaivisitvisaonline.com (the "Website"). We are the data controller responsible for the personal data described in this policy.

Because we assist with visa applications, we necessarily handle sensitive identity documents. We take that responsibility seriously and collect only what is genuinely required to prepare and submit your application.

This policy should be read together with our Terms & Conditions and Cookie Policy.

2. Information We Collect

We group the personal data we process into the following categories:

• Identity data — full name, gender, date and place of birth, nationality, marital status, and your photograph.
• Passport and document data — passport number, issue and expiry dates, country and place of issue, and scans or photographs of your passport and supporting documents.
• Contact data — email address, telephone/WhatsApp number, and residential or mailing address.
• Travel data — intended travel dates, purpose of visit, accommodation and flight details, and previous UAE visa history where relevant.
• Financial data — limited payment details as described below. We do not hold your full card number.
• Transaction data — records of the services you purchased, amounts, dates and references.
• Account data — your email address and a securely hashed password if you register.
• Technical data — IP address, browser type and version, device type, operating system, language and time zone.
• Usage data — pages viewed, links clicked, time spent, referring page, and how far you progressed through an application.
• Communications data — your messages, support tickets, attachments and notes of conversations with our team, including call recordings.
• Marketing data — your preferences for receiving marketing from us.
• Aggregated data — statistical or demographic data derived from the above. It is not personal data because it cannot identify you; if combined so that it can, we treat it as personal data.

How we obtain it

• Directly from you — when you register, complete an application, upload documents, contact support or respond to a survey;
• Automatically — through cookies and similar technologies as you use the Website; and
• From third parties — our analytics provider, and our payment processor for the outcome of a transaction.

Payment information

Card payments are processed directly by Stripe. Your full card number, expiry date and security code are entered on their secure PCI-DSS compliant systems and are never stored on our servers. We receive only a transaction reference, the amount, the payment status and limited details such as the card brand and last four digits. See our Payment Guidelines.

3. How We Use Your Information

We use your personal data to:

• Prepare, review, submit and track your visa application with the relevant UAE authorities;
• Verify your identity and check your documents for completeness and consistency;
• Process payments and issue receipts and invoices;
• Communicate with you about your application, including status updates and document requests;
• Deliver your issued e-Visa and related documentation;
• Provide customer support and respond to your enquiries;
• Maintain your account and application history so you can resume or review an application;
• Detect, prevent and investigate fraud, misuse and security incidents;
• Improve the Website and our services through aggregated analytics;
• Enforce our terms and establish, exercise or defend legal claims; and
• Comply with our legal, regulatory, tax and record-keeping obligations.

4. Legal Basis for Processing

Where data-protection law requires a legal basis, we rely on the following:

• Performance of a contract — to deliver the visa assistance service you requested and paid for.
• Consent — for non-essential cookies and marketing. You may withdraw consent at any time without affecting processing already carried out.
• Legal obligation — to comply with UAE law, financial record-keeping and lawful requests from authorities.
• Legitimate interests — to secure our systems, prevent fraud, defend legal claims and improve our services, balanced against your rights.

Passport and identity data may constitute sensitive personal data in some jurisdictions. Where that is the case we process it on the basis of your explicit consent, given when you submit it, and because it is necessary to perform the service you requested. If you are located in the EEA or UK, we handle your data consistently with the GDPR principles.

5. Who We Share Your Information With

We also share data with the following categories of recipient, only as necessary:

• Payment processors (Stripe) — to take payment and handle refunds, chargebacks and fraud checks.
• Cloud hosting, database and storage providers — to host the Website and securely store application data and uploaded documents.
• Communication providers — to send transactional email, SMS and WhatsApp messages.
• Analytics providers (Google Analytics) — to understand aggregate Website usage. We do not share passport or identity documents with analytics providers.
• Insurance providers — only where you purchase optional travel insurance.
• Professional advisers — auditors, accountants and lawyers, where required.
• Authorities and law enforcement — where legally required, or to establish, exercise or defend legal claims.
• A successor entity — in the event of a merger, acquisition or restructuring, subject to this policy.

Our service providers act on our documented instructions under contract and may not use your data for their own purposes.

6. International Transfers

We are based in the UAE, but some of our service providers operate servers in other countries. Your data may therefore be transferred to, stored in, or accessed from jurisdictions whose data-protection laws differ from those where you live. Where we make such a transfer we take reasonable steps to ensure an appropriate level of protection, including contractual safeguards with our providers. By using the Website and submitting an application, you acknowledge these transfers.

7. Data Retention

We keep personal data only as long as necessary for the purposes in this policy, including to satisfy legal, accounting and reporting requirements.

• Application and identity data — for the duration of processing and afterwards for as long as needed to handle queries, re-applications and disputes, and to meet legal obligations.
• Financial and transaction records — for the period required by UAE tax and commercial law.
• Account data — while your account remains active.
• Analytics and cookie data — for a limited period in line with the provider's settings.

When data is no longer needed we delete it or irreversibly anonymise it. You may request earlier deletion as described in section 9, subject to our legal retention obligations.

8. Cookies and Similar Technologies

We use strictly necessary, functional and analytics cookies. Full details of each category, the third parties involved, retention periods and how to control or withdraw consent are set out in our Cookie Policy.

Blocking strictly necessary cookies will prevent parts of the Website — including the application form — from working correctly.

9. Your Rights

Subject to applicable law, you may request to:

• Access the personal data we hold about you and receive a copy;
• Correct data that is inaccurate or incomplete;
• Delete your data where we no longer have a lawful reason to keep it;
• Restrict or object to certain processing, including direct marketing;
• Withdraw consent where processing is based on consent; and
• Portability — receive certain data in a structured, machine-readable format.

You can update much of your information directly in your account. To exercise any other right, email info@skypalacetourism.com from the address associated with your application.

We may ask you to verify your identity before we act, to protect your data. We aim to respond to all legitimate requests within one month; if a request is complex we will tell you and may take longer. There is normally no fee, but we may charge a reasonable fee — or decline — where a request is manifestly unfounded, repetitive or excessive.

10. Security

We use appropriate technical and organisational measures to protect your data, including encryption in transit (HTTPS/TLS), access controls restricting application data to authorised personnel, secure cloud storage for uploaded documents, and a PCI-DSS compliant payment provider so card details never reach our servers.

No method of transmission or storage is completely secure and we cannot guarantee absolute security. You are responsible for keeping your password confidential and for not sending sensitive documents through insecure channels. If we become aware of a breach that materially affects you, we will notify you and the relevant authorities where required by law.

11. Children's Privacy

The Website is not intended for use by children and we do not knowingly allow anyone under 18 to create an account. We do process the personal data of minors where a parent or legal guardian submits an application on their behalf; the adult submitting it is responsible for that data and confirms they are authorised to provide it.

12. Third-Party Websites

The Website may link to third-party sites, including official government portals. We are not responsible for their privacy practices or content. We encourage you to read their privacy policies before providing them with personal data.

13. Changes to this Policy

We may update this policy from time to time. The current version is always published on this page and the "Last updated" date will change. Where a change materially affects how we use your data, we will take reasonable steps to notify you. Continued use of the Website after publication constitutes acceptance.

14. Contact and Complaints

If you have a question, request or complaint about how we handle your personal data, please contact us first — we will always try to resolve it directly.

SKY PALACE TOURISM L.L.C.
Al Mankhool, CBD Bank Building, Dubai, United Arab Emirates
Email: info@skypalacetourism.com
Phone / WhatsApp: +971 52 681 4645

If you remain dissatisfied, you may have the right to lodge a complaint with the data-protection authority in your country of residence.