Privacy Policy

Last updated: 21 September 2026

About this policy

All our websites and app is operated by United Tourist Management Tourism LLC., trading as UTM Travel & Visa (“UTM,” “we,” “us,” or “our”).

This Privacy Policy explains how we collect, use, retain and share personal information through our websites and "Dubai Companion by UTM" app, including their visa application, file-status, payment, event-calendar and customer-support services.

UTM is an independent travel company, not a government agency. Visa decisions are made by the relevant government authorities.

Information we collect

The information we collect depends on the services you use.

Contact information: Your name, email address, telephone number and other contact details you provide.

Traveler and application information: Nationality, date of birth, passport number, passport validity dates, travel plans and other details required for your requested service.

Documents and photographs: Passport copies, traveler photographs and supporting documents uploaded for an application.

Customer communications: Enquiries, support messages and correspondence relating to our services.

Orders and payments: Services ordered, amounts, payment status, transaction references and limited payment details returned by our payment provider, which may include the payment method and the last four digits of a card.

File-status requests: The file number and associated email address entered to retrieve an application’s status.

Technical information: IP addresses, browser and device information, access logs, and referral or advertising-attribution information received through website links.

No account registration is required to browse the event calendar. Some services require personal information to process your request.

Information saved before submission

Information entered into the visa application form may be saved before you complete or submit the application. An incomplete application may create a support record so our team can assist with technical problems or follow up using the contact details supplied.

Closing the page or allowing the session timer to expire does not necessarily delete information already received by our systems.

How we use information

We use personal information to:

• Respond to enquiries and provide customer support.

• Prepare and manage requested visa and travel services.

• Associate travelers, documents and payments with the correct application.

• Provide application updates and file-status results.

• Process and confirm payments.

• Assist with incomplete or interrupted applications.

• Operate, secure and improve our services.

• Maintain service and transaction records.

• Meet applicable legal obligations and resolve disputes.

• Communicate about UTM services and conduct marketing as described below.

Application information may be linked to your contact details, documents, correspondence and transaction history.

AI-assisted document processing

Our visa service uses AI-assisted document extraction to help read passport copies and supporting documents. This processing may involve sending uploaded images or PDFs to OpenAI, a third-party AI service provider.

Documents may contain personal information such as names, photographs, dates of birth, nationalities, passport numbers and passport validity dates. The purpose of this processing is to extract information and assist with application preparation.

AI extraction can make mistakes. Application information should be checked for accuracy before it is used or submitted. AI does not decide whether a visa is approved.

Contact info@utmservices.com before uploading documents if you have questions about AI processing or wish to discuss another way to provide your information. This policy does not replace any separate permission required before sharing information with an AI provider.

Sharing information

We use external providers to support our services. Depending on the service requested, recipients include:

• Freshdesk: Customer enquiries, correspondence and application-related support records.

• Airtable: Application information used for service management.

• PayTabs: Payment processing and transaction confirmations.

• OpenAI: Documents and information used for AI-assisted extraction.

• Hosting and technical providers: Information needed to host, maintain and operate our services.

• Government authorities and authorized visa or travel-processing partners: Information and documents necessary to fulfil your requested application or travel service.

• Meta and Google: Customer email addresses and telephone numbers used for advertising audiences, as described below.

The information shared depends on the recipient’s role and the requested service. We limit access to information needed for the relevant purpose.

We may also disclose information where required by law or where necessary to investigate fraud, address misuse, resolve disputes or protect legal rights.

Payments

Payment details entered at checkout are handled by our payment provider. UTM receives transaction information needed to confirm payment, manage your order, provide support and maintain financial records.

The payment provider’s privacy policy also explains how it handles information collected through its services.

Marketing and advertising

We use customer names and contact information to communicate about UTM services and offers, subject to applicable consent requirements.

We also share customer email addresses and telephone numbers with Meta and Google for customer-audience matching and targeted advertising. These platforms may match the supplied information with their users’ accounts to display UTM advertisements.

You may request that we stop using your contact information for promotional communications and advertising audiences by emailing info@utmservices.com. You may also use unsubscribe options where available and manage advertising preferences through your Meta and Google accounts.

Opting out of marketing does not prevent essential communications about an application, payment or service you requested.

Where separate permission is required for advertising tracking, this policy does not replace that permission.

Cookies and device storage

Our websites and integrated web services may use cookies and similar storage to maintain sessions, remember preferences and support service functionality.

Referral and advertising-attribution information may also be received through the links used to reach our services.

Dubai Companion by UTM app stores saved event favorites on your device. Removing a favorite or clearing the app’s local data removes that locally stored information but does not delete application records held by UTM.

You can manage cookies through your browser settings. Disabling cookies or local storage may affect some features.

How long we keep information

UTM currently retains customer and application records without a fixed deletion date to support returning customers, maintain service history and handle enquiries about previous applications. These records may include contact information, application details, uploaded documents, correspondence and transaction records.

You may request deletion of your personal information by emailing info@utmservices.com. Requests are subject to identity verification and applicable legal, accounting or dispute-related retention requirements. If we cannot delete particular records, we will explain why.

Deleting the app, closing an application page or allowing a session to expire does not delete records already received by UTM.

Your privacy rights and choices

Subject to applicable law, you may request access to your personal information, correction of inaccurate details, deletion, restrictions on certain uses, or withdrawal of consent.

To make a request, email info@utmservices.com with the subject “Privacy Request.” Include your file number where relevant. Please do not send a passport copy unless we request it through an appropriate channel.

We may need to verify your identity or authority to act for another traveler before fulfilling a request.

Withdrawal of consent does not undo processing already carried out. It may affect our ability to continue a service that requires the information concerned.

Children’s information

Our travel and visa application services are intended to be arranged by adults. A parent, guardian or appropriately authorized adult may provide a child’s information and documents where needed for an application.

If you provide another person’s information, you must have the authority to do so.

If you believe a child has supplied personal information without appropriate authorization, contact us so we can investigate and address it.

Security

We use reasonable technical and organizational safeguards to protect personal information against unauthorized access, misuse, loss or disclosure. Access is restricted to authorized personnel and service providers who need information for their work.

No internet transmission or storage system can guarantee absolute security.

International processing

UTM operates in the United Arab Emirates. Our service providers and processing partners may handle information in other countries, where privacy laws may differ from those in your country.

International processing remains subject to applicable data-protection requirements. Use of our services does not replace any separate consent or safeguards required by law.

External websites and services

Our services may link to event organizers, other websites, payment services or communication platforms such as WhatsApp.

When you use an external service, its privacy policy also applies to information it collects. We encourage you to review those policies. This does not remove UTM’s responsibility for information that UTM collects or shares.

Changes to this policy

We may update this policy to reflect changes in our services, practices or legal obligations. The latest version will appear on this page with an updated revision date.

Where required, we will provide additional notice or request consent before introducing materially different uses of personal information.

Contact us

For privacy questions, access or correction requests, deletion requests, withdrawal of consent or marketing preferences, contact:

United Tourist Management Tourism LLC.
UTM Travel & Visa
Email: info@utmservices.com
Postal address: P.O. Box 115984, Dubai, United Arab Emirates

Please use the subject “Privacy Request” and include your file number if applicable.