Privacy Policy

Urban Go Car Rentals L.L.C. (Trade Licence No. 1437302), Dubai, United Arab Emirates ("Urban Go", "we", "us", "our") is the data controller responsible for the personal data collected through our website, WhatsApp channel, phone lines, email and our physical office. You can contact us at info@urbangorentals.com.

Depending on how you interact with us, we may collect the following categories of personal data:

• Identity data — full name, date of birth, nationality, photograph;
• Identification documents — passport, visa, Emirates ID, driving licence;
• Contact data — phone number, email address, residential or delivery address;
• Payment data — credit or debit card details (processed by our payment providers) and billing information;
• Booking & rental data — dates, vehicle rented, pickup and drop-off location, additional drivers, correspondence;
• Vehicle usage data — where a vehicle is fitted with telematics or GPS, location, mileage, speed and operational data;
• Incident data — accident reports, police reports, insurance claims, traffic fines, Salik and toll records;
• Device & analytics data — IP address, device type, browser, operating system, pages visited and referral source;
• Marketing preferences — your consent status and communication preferences.

We collect personal data directly from you when you make an enquiry, request a quote, make a booking, sign a Rental Agreement, contact us on WhatsApp, phone or email, or visit our office. We also collect data automatically when you use our website (via cookies and similar technologies), and from third parties such as insurance providers, payment processors, RTA and Dubai Police (in relation to traffic contraventions), and fraud-prevention agencies.

We use your personal data for the following purposes:

• To provide, process and manage your booking and the Rental Agreement;
• To verify your identity, driving licence and eligibility to rent;
• To take payment, hold the security deposit and process refunds;
• To manage traffic contraventions, Salik, tolls and parking charges incurred during your rental;
• To operate, secure and improve our website and services;
• To respond to your enquiries and provide customer support;
• To comply with our legal, regulatory and insurance obligations;
• To prevent and detect fraud, misuse and unlawful activity;
• To send you service messages relating to your booking;
• To send you marketing communications, where you have consented.

We process your personal data on one or more of the following legal bases under applicable UAE data protection law: (a) performance of the contract with you (your booking and Rental Agreement); (b) compliance with a legal obligation to which we are subject; (c) our legitimate interests in operating our business, preventing fraud and improving our services, provided those interests are not overridden by your rights and freedoms; and (d) your consent, where required (for example, for marketing communications).

We share personal data only where necessary and with the following categories of recipients:

• Insurance providers and claims administrators, in relation to the vehicle rented and any incident;
• Payment processors and card networks, to process payments and deposits;
• The Roads and Transport Authority (RTA), Dubai Police and other competent authorities, where required by law or in relation to traffic contraventions and vehicle registration;
• Roadside assistance, recovery and workshop providers, where the vehicle requires assistance or repair;
• IT service providers, hosting and communication platforms that support our operations, under confidentiality obligations;
• Professional advisors (legal, accounting, audit) under professional duties of confidentiality;
• Any third party in connection with a corporate transaction (such as a merger or sale of assets);
• Any other party where required by law, court order or regulatory request.

We do not sell your personal data.

Some of our service providers may process personal data outside the United Arab Emirates. Where we transfer personal data internationally, we take appropriate measures to ensure the transfer complies with applicable UAE data protection law and that your data continues to be protected to an equivalent standard.

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including to satisfy any legal, accounting, tax, insurance or reporting requirements applicable to us under UAE law, and to enable us to establish, exercise or defend legal claims. Retention periods vary depending on the type of data and the applicable legal obligation.

Subject to applicable UAE data protection law, you have the following rights in relation to your personal data:

• Right of access — to obtain confirmation and a copy of the personal data we hold about you;
• Right of rectification — to have inaccurate or incomplete data corrected;
• Right of erasure — to request deletion of your data where certain grounds apply;
• Right to restrict processing — in certain circumstances;
• Right to object — to processing based on our legitimate interests, and to direct marketing at any time;
• Right to data portability — where the processing is based on consent or contract and carried out by automated means;
• Right to withdraw consent — at any time, where processing is based on consent.

To exercise any of these rights, please contact us at info@urbangorentals.com. We may need to verify your identity before responding. Exercising these rights is free of charge in most cases and we will respond within the timeframe required by applicable law.

Our website uses cookies and similar technologies in the following categories:

• Strictly necessary — required for the website to function (for example, security and session cookies). These cannot be disabled.
• Analytics — help us understand how the website is used so we can improve it.
• Marketing — used to measure the effectiveness of our campaigns and, where applicable, deliver relevant ads.

You can control non-essential cookies through your browser settings. Disabling certain cookies may affect the functionality of the website.

Our services are not directed at children and we do not knowingly collect personal data from persons below the age of legal capacity. If you believe a child has provided us with personal data, please contact us and we will take appropriate steps to delete it.

Where you have consented, we may send you marketing communications about our vehicles, offers and services by email, WhatsApp or SMS. You can withdraw your consent and opt out at any time by using the unsubscribe link in the message or by contacting us. Opting out of marketing does not affect service messages relating to your booking or Rental Agreement.

We implement appropriate technical and organisational measures designed to protect personal data against unauthorised access, alteration, disclosure or destruction. However, no method of transmission over the internet or method of electronic storage is fully secure, and we cannot guarantee absolute security.

In the event of a personal data breach that is likely to result in a risk to your rights and freedoms, we will notify the competent authority and, where required, affected individuals in accordance with applicable UAE data protection law and within the timeframes it prescribes.

If you have a concern about how we handle your personal data, please contact us first at info@urbangorentals.com so we can try to resolve it. You also have the right to lodge a complaint with the competent UAE data protection authority.

We may update this Privacy Policy from time to time to reflect changes in our practices, technology or the law. The updated version will be posted on this page with a new "Last updated" date. Where the changes are material, we will take reasonable steps to bring them to your attention.