Privacy Policy

01 Introduction

This policy applies to the Masraa platform, our websites, and related services (collectively, the "Services"). It is intended to comply with applicable data protection laws, including the UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data and, where relevant, the EU General Data Protection Regulation (GDPR) for partners and users in the European Economic Area.

Masraa is the data controller responsible for personal information processed through the Services unless otherwise stated.

02 Information We Collect

We collect information that you provide directly, information generated through your use of the Services, and information from trusted third parties.

Information you provide

• Account and contact details such as your full name, company or agency name, email address, phone number, city, country, business address, and website.
• Booking and transaction data, including traveller details you submit to make a reservation on behalf of your clients.
• Billing and payment information processed through our payment partners.
• Communications you send to us, including support requests and enquiry forms.

Information collected automatically

• Device and usage data such as IP address, browser type, pages viewed, and timestamps.
• Cookies and similar technologies as described in Section 4.

Information from third parties

• Data from suppliers, channel managers, and verification providers used to fulfil bookings and confirm business credentials.

03 How We Use Information

We use personal information to operate, maintain, and improve the Services, and to meet our legal obligations. Specifically, we use it to:

• Create and manage accounts and verify agency or operator credentials.
• Process bookings, payments, and commissions, and deliver confirmations.
• Provide customer support and respond to enquiries.
• Send service-related and, where permitted, marketing communications.
• Detect, prevent, and address fraud, abuse, and security incidents.
• Comply with legal, regulatory, and contractual requirements.

04 Cookies & Tracking

We use cookies and similar technologies to keep you signed in, remember your preferences, measure traffic, and improve performance. You can control cookies through your browser settings, though disabling some cookies may affect how the Services function.

We may use analytics providers to understand how the platform is used. These providers process data on our behalf under appropriate agreements.

05 Sharing & Disclosure

We do not sell your personal information. We share it only as needed to provide the Services and as described below:

• Suppliers and partners: hotels, airlines, and other travel providers, to fulfil the bookings you make.
• Service providers: hosting, payment processing, analytics, and communications vendors acting under our instructions.
• Legal and compliance: authorities or advisors where required by law or to protect our rights, users, and the public.
• Business transfers: in connection with a merger, acquisition, or sale of assets, subject to this policy.

06 Data Security

We maintain administrative, technical, and physical safeguards designed to protect personal information, including encryption in transit, access controls, and regular security reviews. No method of transmission or storage is completely secure, so we cannot guarantee absolute security, but we work continuously to protect your data.

07 Data Retention

We retain personal information for as long as necessary to provide the Services, comply with legal obligations, resolve disputes, and enforce our agreements. When information is no longer required, we securely delete or anonymise it.

08 Your Rights

Depending on your location, you may have the right to:

• Access the personal information we hold about you.
• Request correction of inaccurate or incomplete data.
• Request deletion of your personal information, subject to legal limits.
• Object to or restrict certain processing, including direct marketing.
• Request a portable copy of data you provided to us.
• Withdraw consent where processing is based on consent.

To exercise any of these rights, contact us using the details in Section 12. We will respond within the timeframe required by applicable law.

09 International Transfers

Masraa operates globally and may transfer personal information to countries other than your own. Where we do so, we apply appropriate safeguards, such as contractual protections, to ensure your data remains protected in line with applicable law.

10 Children's Privacy

The Services are intended for business use and are not directed to children. We do not knowingly collect personal information from individuals under the age of 18. If you believe a minor has provided us with personal information, please contact us and we will take appropriate steps to remove it.

11 Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for legal reasons. We will post the updated version on this page and revise the "Last updated" date above. Significant changes may be communicated directly through the Services or by email.

12 Contact Us

If you have questions about this Privacy Policy or how we handle your information, please reach out to us: