CAFVY Privacy Policy

Introduction

Last Updated: JUN 01, 2024

Welcome to CAFVY! We're based in the residential complex in Dubai, at DAMAC Hills 2, City Hind 4. This Privacy Policy explains what information we collect about you when you use our website or mobile app (collectively called the "Site") and how we share this information when you interact with our site or contact our customer service via email or chat. Below is a summary of our privacy practices. You can find our full privacy policy further down.

1. Information We Collect

When you use our site, we collect the information you provide, such as your name, the guest’s name, address, phone number, credit card details, email address, length of stay, and your CAFVY account password to make reservations. As you browse our site, we may automatically gather certain information, such as your IP address, geographical data, country, search preferences related to specific searches, browser type, device operating system, app version, language settings, and the pages you viewed. Suppose you’re using a mobile device to access our site. In that case, we may collect information identifying your device, like the device ID, location (with your consent), and specific device settings and features. We’ll collect any information you provide during this interaction if you contact our customer support team or through other channels (like social media or messaging apps). When you write reviews or comments about your travel experiences or other services on our site, we collect that information, including your name and country of residence. If you choose to participate in any promotions, you’ll provide us with your data. You can also send feedback or requests for help using our various communication platforms. When you make a booking (for accommodations or any other services) that includes other guests, and you provide their details, or if you book on behalf of someone else, please ensure you inform those individuals about your actions. They should know you’re providing their personal information and understand and accept how CAFVY will use it (as outlined in this policy). If you’re subscribed to CAFVY, we may gather additional information about your stay at the property. For example, when you make a booking, we collect details about how the booking was made and the platform you used to complete it. We also gather certain information through cookies, tags, and similar technologies.

2. Special Categories of Personal Information

Certain types of personal data, like religious beliefs or health information, are considered sensitive and may require extra protection under applicable laws. While we typically don't collect sensitive personal data as part of regular bookings, there might be occasions when this information is needed. For example, this could include details on a government-issued ID or a medical certificate if they support a transaction, such as canceling or modifying a booking. You might also share this information voluntarily during your interactions with CAFVY, such as specifying dietary needs that suggest religious or health-related data. Collecting and processing such sensitive data will always comply with this privacy policy. When required by law, we might rely on the following legal grounds to process your data:

• Processing your data is essential for us to serve you, fulfill your booking requests, respond to your questions, and provide customer support.
• Our legitimate interests include processing your information to ensure security and safety, collecting outstanding debts, detecting and preventing fraud, protecting the rights and property of others and our own, and for analysis, improvement, and personalization purposes. This also includes providing related services or communicating with you when necessary to deliver the requested services and responding to law enforcement requests, court orders, and legal procedures.
• Compliance with legal obligations requires us to process your information to adhere to relevant laws and regulatory requirements.
• Consent is needed to collect sensitive personal data and send marketing communications.

• Protecting vital interests means we might need to process your information in emergencies related to an individual's life or health.

3. How We Use the Information We Collect

We may use the information we collect through the site to:

•  Providing Services: We use the information to provide the services you request, such as creating a user account, processing booking confirmations, communicating with you regarding the services you've asked for (e.g., customer support before or after booking through various channels like our website, email, phone, social messaging apps like WhatsApp, Instagram, etc.), and handling special requests, cancellations, and rewards.

• Marketing Communications: We send marketing communications about products, services, news, and offers that may be relevant to you.
• Feedback and Surveys: We conduct surveys or gather feedback about the services we provide on the site or other sites you may visit.
• Site Maintenance and Personalization: We maintain and improve the site, personalize the user experience (including suggesting or presenting advertisements for CAFVY or third-party products and services that may be relevant to or of interest to users), and for internal training.
• Security: We protect your security and the security of the site.
• Legal Obligations: We exercise a right or obligation granted or imposed by law, including responding to legal requests.
• Booking Information: When you make a booking on one of our partner websites, we may also receive some information, such as your name and booking details, including the travel booked, to process your booking and identify the channel through which your booking was made.
• Customer Service Calls: During calls with our customer service team, we may listen to or record calls for quality and reference purposes, including using the recordings to handle claims, train, and detect fraudulent activities. If you prefer not to have your call recorded, you can request this during the call or hang up. Call recordings are retained for a limited period. They are automatically deleted afterward unless CAFVY has a legitimate interest in maintaining the recording longer (e.g., investigating fraudulent activities or for legal purposes).
• Booking Reminders: Please complete your booking online to ensure we send you a reminder to finalize your booking. This service is beneficial if you want to complete your booking without searching for your travel again or re-entering your booking details from scratch. These reminders are one-time communications, and the booking information used for these reminders will be deleted from our systems according to our data retention policy detailed below.
• Non-Marketing Communications: Confirmation emails and text messages sent after booking are not marketing communications. These messages are part of your booking process and include information for checking into your booking and a separate invitation to complete a review form. You will continue to receive these messages even if you opt out of marketing communications. Similarly, subscribing to price alerts will not affect your other choices regarding our communications. If you choose to receive price alerts, you can unsubscribe anytime by clicking "stop receiving price alerts" or a similar message in the price alerts sent to you.
• Social Media Integration: We may create and manage our social media accounts (beware of fake accounts!) and integrate them with available social media services (e.g., messaging apps like WhatsApp, Instagram, etc.) to communicate with you about your bookings, trips, and services. Whenever you communicate with us through these apps, you can request that the service provider send us information about you, such as your username, phone number, or other information from your profile, according to what the service provider allows or based on the privacy settings you have enabled. Service providers should inform you about the information they will share, so please review their privacy policies and cookie statements carefully.
• Sensitive Personal Data: We recommend not sharing your sensitive personal data (including credit card numbers) through our customer service channels. If you disclose this information, CAFVY will consider it as your explicit consent to use it, as outlined in our privacy policy.
• Supplier Communications: We may also provide you and certain travel suppliers with various means to communicate about existing bookings through directing communications via the site. You can contact us to ask questions about your booking through the site and other channels we may provide. We reserve the right to access, review, scan, and analyze communications that take place on any platform we provide for security purposes, to prevent fraud, comply with legal and regulatory requirements, investigate potential misconduct, develop and improve products, conduct research, engage customers in site activities (including providing you with information and offers we believe may interest you), and for customer or technical support. We may block or review communications that we believe, in our sole discretion, contain harmful content or spam or pose a risk to you, our travel partners, or others. We will accept and store all communications sent or received using our site's communication tools. Our partners or travel suppliers may choose to send you direct messages via email or other channels that are not under our control when you make bookings on their platforms.

• Algorithms and Machine Learning: We may use specific algorithms and machine learning tools to provide and enhance our services (including predictive analytics tools and tools that use generative AI algorithms to create new content). These tools may use your information. Sometimes, we request that you not enter personally identifiable details when these tools are applied. When applying and using these tools, we consider the applicable legal requirements and other relevant factors.

4. Mobile Devices

With your consent, we may send you push notifications containing information about your booking, guest reviews, potential future stays, or as part of any CAFVY programs you participate in, including vouchers. You can allow us to access your location information or contact details to provide the services you requested. When you upload a photo from your mobile device, it may also include location information. Please refer to your mobile device’s instructions to understand how to change the settings and enable sharing this information or receiving push notifications (or opting out). Default settings may vary depending on the different operating systems of mobile devices, so please familiarize yourself with such settings that manage pop-up notifications.

5. Sharing Your Data

Regarding your visit to our site and the use of our services, we may share your data as follows:

•  Suppliers: We may share your data with accommodation providers (e.g., the specific accommodations you requested us to book) and/or third-party accommodation suppliers (e.g., Booking.com), insurance providers, activity providers for booking tours or similar activities, or anything related to completing your booking. Service providers may contact you as necessary in their capacity as independent data controllers to obtain additional information about you or facilitate your booking, including communication before your arrival regarding your upcoming stay or responding to a review you may write according to their independent privacy policies.

• As Permitted by Law: To protect ourselves from legal liability, or in response to subpoenas, legal processes, or legitimate requests, search warrants, or equivalent by authorities or law enforcement officers, to investigate fraud or other illegal activities, or as otherwise required or necessary to comply with applicable laws, or to protect our legitimate rights. This may include related buyers in any sale or transfer of our business or company, whether wholly or partially. Additionally, in compliance with applicable laws, we may disclose your data to enforce or apply the terms and conditions to our services or protect the rights, property, or safety of CAFVY, our users, or others.

• We provide appropriate protections for such sharing as required under applicable law to prohibit third parties from using your data for their purposes and to ensure the security and confidentiality of your data. Except as disclosed in this privacy policy or as required or permitted by applicable law, we will not disclose your data to third parties without your consent.

6. Cookies

Our site may use cookies and allow third parties to place cookies (both session and persistent), pixels/tags, software development kits (SDKs), application program interfaces (APIs), and other technologies on our site to collect and store certain information about you. Some cookies are essential to provide and secure the site’s basic functions, such as keeping you logged in during your visit, while others are used to enhance your user experience. For example:

•  We may personalize the site by saving information about your activities (e.g., your chosen language or log-in details). We may also use cookies alongside automatically collected usage information to recognize users across devices, sessions, or browsers (even when not logged in) and provide customized information tailored to user needs.
• We conduct non-essential website analytics, such as reporting impressions, demographics, and interests. This may include recording mouse clicks, movements, page browsing, and keystrokes entered into our forms via selected third parties. Still, we will take precautions to ensure personal data is not collected during these recordings (e.g., through irreversible data masking). Website analytics are used to improve our site and services.

• We are providing you with ads tailored to your interests.

Interest-Based Advertising

We may allow certain third parties to place non-functional cookies on our site to collect information about your online activities over time and across different websites you visit. This information is used to display ads tailored to your interests on our site (via email, on our site, and other sites you see) and to analyze the effectiveness of such ads. We may also share encrypted information with third parties (e.g., Facebook), who may combine the encrypted data with other identifiers to display CAFVY personalized ads on other sites or mobile apps based on your previous visits to our site. CAFVY does not endorse or support the goals, issues, or statements of any websites or apps displaying our ads.

Cross-Device Tracking

We may combine information collected through non-functional cookies and certain usage information from a particular browser or mobile device with a computer or other device linked to you (cross-device tracking) to enhance our services and provide you with CAFVY communications and ads tailored to you.

Your Choices

Please review your internet browser settings, usually found in the "help" or "internet options" section, to apply your preferences for certain functional and non-functional cookies. Suppose you disable or delete certain functional or non-functional cookies in your internet browser settings. In that case, you may not be able to access some important features or functions of this site, and you may be required to re-enter your login details. When choosing your preferences for interest-based ads, you may still receive ads. Also, logging out of your account does not mean you are opting out of personalized ads. You may need to set such preferences on each browser and device to apply your choice regarding certain functional and non-functional cookies. Finally, the site is not currently configured to respond to "Do Not Track" signals from browsers, except as applicable law requires.

7. Marketing Channels and Unsubscribing from Our Marketing Communications

Depending on your preferences, the marketing channels we may use to communicate with you include email, SMS, mobile messaging apps (such as WhatsApp, Instagram, and Messenger), CAFVY app notifications when downloaded on your device, and interest-based ads displayed on social media platforms (such as Facebook). The marketing channels we use to reach you will depend on your choices, such as your social media platforms and whether you choose to follow CAFVY on those channels (where applicable). Additionally, our ability to contact you through any of these channels may depend on your settings for that particular channel. You can unsubscribe from receiving CAFVY marketing communications at any time by using the "unsubscribe" link or other opt-out mechanisms provided in our marketing messages and related channels or through your personal CAFVY account (depending on the channel you wish to unsubscribe from).

8. International Transfers

For the purposes outlined above, your data may be stored in locations outside your country, which may have data protection standards different from those in your home country. We provide appropriate safeguards for cross-border transfers as the law requires for international data transfers, including information transferred to third parties. When necessary, we may also obtain your consent.

9. Information from Other Partners

Occasionally, affiliated entities, business partners, or other third-party suppliers may share information with us. For example, suppose you log into our site or register through social media platforms like Facebook Connect. In that case, we may collect information from you, such as your username and other information made available through these services. Additionally, your credit card issuer, such as Visa or Mastercard, might provide us with updated card details when your current card on file is replaced. Generally, this information is provided through the service provider, and you can change these settings in your account settings with the respective service provider. We also work with our partners to enhance your experience on our site and personalize it according to this policy. We recommend reviewing third-party services' privacy and cookie policies that provide these features.

10. Protecting Your Data

All credit/debit cards details and personally identifiable information will NOT be stored, sold, shared, rented or leased  to any third parties.

We employ physical, electronic, and organizational measures to protect your data against accidental or unlawful destruction, loss, alteration, unauthorized disclosure, or access. You can save your credit card details in your account for faster bookings and more manageable payments. Your card details are encrypted, and you can always log into your account to delete, modify, or add specific credit card details. For security reasons, the card number cannot be modified (but card details can be deleted). Only the last four digits of the card number will be visible when viewing your details. Please note that we will securely store the last four digits of your credit card number when you complete a booking (this is required to manage any refunds for that booking).

Data Retention

We will retain your data, including sensitive personal data, as long as necessary to provide and secure our sites and services, exercise our legal rights, protect our interests or the interests of others, and comply with our legal or regulatory obligations. We determine the duration for which we need the information on a case-by-case basis. When CAFVY no longer needs to use your information, we will, unless we need to retain your information to comply with applicable legal or regulatory obligations or to perform our duties and conduct our business, remove it from our systems and records where feasible and take steps to anonymize it properly so that it can no longer be used to identify you.

11. Exercising Your Data Rights

You can quickly correct the account holder's name, the booking holder's name (subject to the cancellation policy attached to the booking), and the phone number at any time by logging into your account on the website. Alternatively, you can contact us or message us using WhatsApp or email to do the following:

• Access: You can access your data stored with us at any time, by applicable laws, without charge. In some exceptional cases, you may need to pay a fee before we provide the requested data if permitted by applicable laws.

• Data Correction: You can request to correct any incomplete or inaccurate personal data.
• Deletion: You can delete your account.
• Processing Restrictions: You can request that we stop processing your data if you object to how we process it and legitimate grounds are still under consideration.
• Objection: You have the right to object at any time to our processing of your data for direct marketing purposes.
• Right to Withdraw Consent: You can withdraw your consent at any time without affecting the legality of our processing based on that consent before its withdrawal.
•  Data Portability: You can request that we send you the data that we store (where feasible) in a commonly used and machine-readable format, which will be determined at our sole discretion.

To protect your privacy and security, we will verify your identity before granting access to or changing your data. Your request will be processed within a reasonable timeframe. In some instances, we may not be able to grant you access to specific personal data, for example, if your data is linked to others' data or for legal reasons. In such cases, we may also refuse your request to delete or correct your data if you have current/future services with us due to legal provisions, especially those affecting our accounting processes, claims processing, fraud detection or prevention, and mandatory data retention, which may prohibit deletion or anonymization. This includes retaining your data to address booking-related issues, such as complaints or claims, fraud prevention, trade sanctions, legal claims, and general requests.

12. Updates to the Privacy Policy

CAFVY may revise this privacy policy occasionally to reflect changes in laws, CAFVY’s data collection and use practices, site features, or technological developments. If we change how we collect or use your data, we will post those changes here in the CAFVY Privacy Policy and update the date at the beginning of the policy. Therefore, you should review this policy periodically for our latest updates. CAFVY will highlight these changes when they are posted and before they are implemented. Your consent will be sought if required by law.

13. Links to Third-Party Websites

We may provide links to other websites that we do not own or operate. When you use an online link to visit a third-party site, you will be subject to that site’s privacy and security practices, which may differ from ours. You should review the privacy policy, terms of use, and security practices of the third-party site before providing any information on that site.

14. Additional Considerations

Special Note Regarding Minors

Our site is not intended for minors (under 18 years of age). Where applicable law requires, we may request certain information about children from parents or guardians to process a booking or provide other services. If you are a parent or guardian and believe we may have inadvertently collected personal data from a minor, please notify us, and we will delete such personal data and unsubscribe the minor from any of our electronic marketing lists. Minors may accompany parents or guardians who have booked accommodations unless prohibited by the travel supplier’s policies.

Language

The original version of this policy is drafted in Arabic. An English translation has been provided to ensure ease of access to information.

Terms of Use

Please review CAFVY’s Terms of Use for more information about using the site. This privacy policy is an integral part of those Terms.

15. Contact Us

If you have any questions about this policy or our privacy practices, please get in touch with CAFVY’s Data Management Officer at dg.cafvy@gmail.com / WhatsApp number is +971551901818.