PRIVACY POLICY
META PLAY SERVICES - FZCO
Effective date: 01 October 2026
This Privacy Policy explains how META PLAY SERVICES - FZCO (the “Company”, “we”, “us” or “our”) collects, uses, stores, transfers and protects personal data of website visitors, customers, travellers, customer representatives and other persons who interact with the Company in connection with travel services. This Policy has been prepared with regard to UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (the “UAE PDPL”), applicable UAE consumer protection, electronic transactions and marketing communications legislation, and implementing regulations and requirements of competent authorities as amended from time to time.
- Who is the data controller
1.1. The Data Controller is META PLAY SERVICES - FZCO, an FZCO entity registered in Dubai, United Arab Emirates.
1.2. Trade License No. 53338. Issuing authority: Dubai Integrated Economic Zones Authority (DIEZA). Licensed activities: Out Bound Tour Operator and In Bound Tour Operator.
1.3. Registered office: IFZA Business Park, DDP, PO Box 342001, Dubai, United Arab Emirates.
1.4. Director / General Manager: ALEKSANDR KHON.
1.5. For personal data questions or to exercise your rights, please contact us through the website contact form at https://mix-trip.com or by email at sales@mix-trip.com.
- Scope of this Policy
2.1. This Policy applies to website visitors, persons making enquiries, Customers, Travellers, participants in group and individual trips, representatives of corporate clients and other persons whose data is processed by the Company in connection with booking or providing travel services.
2.2. If a Customer provides us with personal data of other Travellers, the Customer confirms that they are authorised to provide such data and, where required by law, have informed the relevant persons or obtained the necessary permissions or consents.
2.3. Personal data relating to minors is generally provided by a parent, legal guardian or other authorised adult. The Company does not intend to collect personal data directly from children without the involvement of a parent or legal guardian where such involvement is required by law.
- Personal data we may collect
3.1. Identification data: first name, surname, date of birth, gender where necessary for a service, nationality, passport or other identification document details.
3.2. Contact data: telephone number, email address, messenger contact details, correspondence address and preferred communication language.
3.3. Travel and booking data: itinerary, dates, flight and rail information, accommodation, excursions, transfers, group composition, preferences and special requests.
3.4. Data required for visas, permits and entry formalities where the relevant service is included in the Tour or requested separately.
3.5. Health data or other special requirements, such as mobility needs, allergies or dietary requirements, only where voluntarily provided and necessary for safe and proper service delivery. Such information may constitute sensitive personal data and is handled with enhanced safeguards.
3.6. Payment and accounting data: amount, currency, payment status, payer information, transaction identifier and other information required for payment and accounting records. Full bank card details may be processed directly by a bank or payment provider and may not be received by the Company.
3.7. Communications: email and messenger correspondence, enquiry records, reviews, support requests and complaints.
3.8. Website technical data: IP address, device and browser type, language, date and time of visit, pages and actions on the website, cookies and similar identifiers to the extent permitted by applicable law and the user’s selected settings.
- Sources of personal data
4.1. We obtain data directly from you, from a Customer booking services for a group or another Traveller, and from a corporate client or its authorised representative.
4.2. To the extent necessary to perform the Tour, data may also be received from hotels, carriers, destination management companies, payment providers, travel agents, excursion suppliers and other service participants.
4.3. Technical data may be generated automatically when you use the website, where the relevant technologies are permitted by your settings and applicable law.
- Purposes and legal bases of processing
5.1. We process personal data only for specific, clear and lawful purposes and limit the data to what is reasonably necessary for those purposes.
5.2. Main purposes include: preparing an offer; arranging and confirming a booking; forming and performing a travel package; booking hotels, transport, tickets and excursions; coordinating with guides and destination organisations; arranging visas and permits; customer support; payments and refunds; accounting and tax compliance; complaint handling; protection of the rights of the Company and Travellers; information security and fraud or abuse prevention.
5.3. Where processing is necessary to enter into, perform, amend or terminate a contract with the data subject, we rely on the contractual necessity basis available under the UAE PDPL.
5.4. Where UAE law or another applicable law requires us to retain or disclose information, processing is carried out to comply with the relevant legal obligation.
5.5. Where consent is required by law, it will be requested separately in a clear and accessible form. Consent may be withdrawn; withdrawal does not affect the lawfulness of processing carried out before withdrawal.
5.6. We do not use data supplied for booking and service delivery for direct marketing without separate consent or another basis expressly permitted by law.
- Recipients of personal data
6.1. To perform a Tour, data may be shared, only to the extent necessary, with the following categories of recipients: hotels and other accommodation providers; airlines, rail and other carriers; transport companies; guides and interpreters; destination management or receiving travel organisations; excursion venues; insurers; visa/immigration service providers; banks and payment providers; IT, CRM, hosting and communications providers; and professional advisers.
6.2. Data may be disclosed to governmental, judicial, law-enforcement, tax, immigration and other competent authorities where required by applicable law or a lawful mandatory request.
6.3. We seek to select suppliers capable of implementing appropriate technical and organisational safeguards and to put in place required contractual data-protection terms.
- Cross-border transfers
7.1. Travel services by their nature may require personal data to be transferred outside the UAE, including to a destination country, transit country or a country where a supplier, cloud infrastructure or booking service is located.
7.2. Such transfers are made in accordance with the UAE PDPL requirements for cross-border transfers and applicable safeguards, including transfers to jurisdictions providing an adequate level of protection or the use of lawful contractual or other safeguards where required.
7.3. Before processing begins, the data subject may obtain information on categories of recipients and applicable safeguards for cross-border transfers to the extent provided by law.
- Cookies, analytics and website technologies
8.1. The website may use strictly necessary cookies for operation, security, saving settings and processing enquiries.
8.2. Analytics, advertising and other non-essential technologies are used only to the extent permitted by law and the consent or settings selected by the user.
8.3. Users may change available cookie settings or delete cookies in their browser. Disabling strictly necessary technologies may affect certain website functions.
8.4. If third-party analytics or advertising services are enabled, information about them and the relevant cookie categories should be disclosed in the cookie banner or a separate Cookie Policy.
- Marketing communications and telemarketing
9.1. Marketing communications by email, telephone, SMS or messenger are sent only where the required consent and/or another lawful basis expressly permitted by applicable law is available.
9.2. A user may opt out of marketing communications at any time by following the instructions in the message or by contacting the Company.
9.3. When conducting telemarketing, the Company follows applicable UAE telemarketing rules, including requirements concerning protection of consumer personal data and applicable restrictions or do-not-call registers.
- Data retention
10.1. Personal data is not retained longer than necessary for the purposes for which it is processed, unless longer retention is required by applicable law, accounting or tax requirements, security needs, or the establishment, exercise or defence of legal claims.
10.2. Retention periods depend on the data category, the nature of the booking, contractual obligations, supplier requirements and statutory record-retention periods.
10.3. At the end of the applicable retention period, data is deleted, securely destroyed or anonymised so that the data subject can no longer be identified, where retaining anonymised data is permitted by law.
- Personal data security
11.1. The Company applies reasonable technical and organisational measures taking into account the nature of the data and processing risks, including access controls, account controls, secure transmission, backups, system updates and other information-security measures.
11.2. Access to personal data is provided to employees and contractors only to the extent required for their duties.
11.3. No transmission or storage system can guarantee absolute security. If a personal data breach is identified, the Company will take measures to contain and investigate it and will notify the competent authority and/or affected data subjects where and within the time limits required by applicable law.
- Your rights
12.1. Subject to the UAE PDPL and other applicable law, you may request information about the personal data processed about you, the purposes of processing, recipients, retention criteria, cross-border transfers and applicable safeguards.
12.2. You may request correction of inaccurate data or completion of incomplete data.
12.3. Where provided by law, you may request deletion of data, restriction of processing or cessation of processing.
12.4. You may object to processing for direct marketing and in other cases provided by law.
12.5. Where the legal conditions are met, you may obtain data you provided in a structured, machine-readable format and request its transfer to another controller where technically feasible.
12.6. Where provided by law, you may object to decisions based solely on automated processing and request human involvement in the review of such a decision.
12.7. Where processing is based on consent, you may withdraw that consent by an accessible method.
12.8. You may lodge a complaint with the competent UAE personal data protection authority in accordance with the applicable procedure.
12.9. To protect confidentiality, before fulfilling a request we may request reasonable proof of identity and of a representative’s authority. Requests will be handled within the time limits and procedure prescribed by applicable law.
- Automated processing and artificial intelligence
13.1. The Company may use automation to sort enquiries, prepare draft responses, analyse service quality, provide recommendations and support other auxiliary operations.
13.2. We do not intend to make solely automated decisions producing significant legal effects for a Traveller without a lawful basis and appropriate safeguards.
13.3. Where automated processing is subject to UAE PDPL requirements, the data subject will have the rights to information, objection and human review provided by law.
- Third-party websites and services
14.1. The website may contain links to third-party websites, applications and payment services. Their own processing of personal data is governed by their respective privacy policies where they act as independent controllers.
14.2. The Company is not responsible for the content or privacy practices of independent third-party resources, but seeks to select suppliers that meet applicable security and data-protection requirements.
- Additional rules for users in other countries
15.1. Because the Company provides travel services to international clients, certain processing activities may additionally be subject to mandatory rules of the Traveller’s country of residence or another country to which the Company directs its activities.
15.2. If such mandatory law grants additional rights or imposes stricter requirements, the Company will apply them to the extent legally applicable to the relevant processing.
- Changes to this Policy
16.1. The Company may update this Policy when services, technologies, suppliers or laws change.
16.2. The current version will be published at https://mix-trip.com with its effective date. Material changes may also be communicated to users by a reasonable additional method.
16.3. Where processing is based on consent, an amendment to this Policy alone does not replace obtaining new consent if new consent is legally required for a new processing purpose.
- Contacts
META PLAY SERVICES - FZCO
Trade License No. 53338
Issuing Authority: Dubai Integrated Economic Zones Authority (DIEZA)
Registered office: IFZA Business Park, DDP, PO Box 342001, Dubai, United Arab Emirates
Director / General Manager: ALEKSANDR KHON
Privacy / support email: sales@mix-trip.com
Website / contact form: https://mix-trip.com