Privacy policy


Information you provide to us. We ask for and collect the following personal information about you when you use our Platform. This information is necessary for the adequate performance of the contract between you and us and to allow us to comply with our legal obligations. Without it, we may not be able to provide you with access to the Platform.

(a) Account Information. For an account to be officially registered at Urban, we require your email address only. You will then be asked to create a password.

(b) Profile and Listing Information. To use certain features of the Platform (such as reserving or visiting a Property), we may ask you to provide additional information, which may include your address, phone number, and a profile picture.

(c) Identity Verification Information. To comply with applicable laws, and create a more trusted environment, we may request and collect identity verification information (such as images of your government issued ID (e.g. Emirates ID), passport, household income, or bank records, as permitted by applicable laws and to process rent reservations) or other authentication information.

(d) Payment Information. To process any payments on the Platform (such as reserving or making rent payments), we may require you to provide certain financial information (like your bank account or credit card information) in order to facilitate the processing of payments (via Urban Platform or the relevant payment 3rd parties – e.g. Banking Institutions).

(e) Communications with Urban. When you communicate with Urban or use the Urban Platform to communicate preferences etc., we collect information about your communication and any information you choose to provide.

Additional information you may choose to share. You may choose to provide us with additional personal information in order to obtain a better user experience when using Urban. This additional information will be processed based on our discretion or when applicable, your consent.

(a) Additional Profile Information. You may choose to provide additional information as part of your Urban profile (such as gender, preferred language(s), city, and a personal description). Some of this information as indicated in your Account settings is part of your public profile page and will be publicly visible to Urban third-party service providers.

(b) Personal Interests contacts, and other Information. You may choose to provide the address of your current work, relatives, or other points of interest manually to access certain features of the Platform, like inviting them to use Urban.

(c) Other Information. You may otherwise choose to provide us information when you fill in a form, update or add information to your Urban Account, respond to surveys, post to community forums, participate in promotions, communicate with our customer care team, share your experience or reviews with us or use other features of the Urban Platform.

(d) Third Party Providers. You may choose to provide information (such as preferences, service requests, national ID, passport copy, Tenancy Agreements) with third party providers to facilitate the provision of the Services. Alternatively, we may do so on your behalf where you subscribe to such Services via the Platform.


(a) When you use the Platform, we automatically collect personal information about you, your use of the Platform and any Services. This information is necessary for the adequate performance of the contract between you and us, to enable us to comply with legal obligations and given our legitimate interest in being able to provide and improve the functionalities of the Urban Platform.

(b) Geo-location Information. When you use certain features of the Urban Platform, we may collect information about your precise or approximate location as determined through data such as your IP address or mobile device's GPS to offer you an improved user experience. Most mobile devices allow you to control or disable the use of location services for applications in the device's settings menu. Urban may also collect this information even when you are not using the application if this connection is enabled through your settings or device permissions.

(c) Usage Information. We collect information about your interactions with the Urban Platform such as the pages or content you view, your searches for Listings, reservations you have made, and other actions on the Platform.

(d) Log Data and Device Information. We automatically collect log data and device information when you access and use the Platform, even if you have not created an Urban Account or logged in. That information includes, among other things: details about how you've used the Platform (including if you clicked on links to third party applications), IP address, access dates and times, hardware and software information, device information, device event information, unique identifiers, crash data, cookie data, and the pages you've viewed or engaged with before or after using the Platform.

(e) Cookies and Similar Technologies. We use cookies and other similar technologies when you use our platform, use our mobile app, or engage with our online ads or email communications. We may collect certain information by automated means using technologies such as cookies, web beacons, pixels, browser analysis tools, server logs, and mobile identifiers. In many cases the information we collect using cookies and other tools is only used in a non-identifiable without reference to personal information. For example, we may use information we collect to better understand website traffic patterns and to optimize users experience. In some cases, we associate the information we collect using cookies and other technology with your personal information. Our business or technology partners may also use these tracking technologies on the Platform or engage others to track your behavior on our behalf.

(f) Pixels and SDKs. Third parties, including Facebook, may use cookies, web beacons, and other storage technologies to collect or receive information from our websites and elsewhere on the internet and use that information to provide measurement services and target ads. For third party apps, including Facebook, may collect or receive information from your app and other apps and use that information to provide measurement services and targeted ads. Users can opt-out of the collection and use of information for ad targeting by updating their Facebook account ad settings and by contacting our Customer Care with a description of your request and validation information. Users can access a mechanism for exercising such choice by going to and For more information on our use of these technologies, see our Cookie Policy.

(g) Do Not Track Signals. While you may disable the usage of cookies through your browser settings, the Urban Platform currently does not respond to a “Do Not Track” signal in the HTTP header from your browser or mobile application due to lack of standardization regarding how that signal should be interpreted.

(h) Payment Transaction Information. Urban collects information related to your payment transactions through the Urban Platform, including the payment instrument used, date and time, payment amount, payment instrument expiration date and billing postcode, email address, IBAN information, Swift Code, your address and other related transaction details. This information is necessary for the adequate performance of the contract between you and Urban. In the event that you, the user, prompts a rental payment installments through a loan plan, Urban will share information with the selected financial institution or bank to facilitate the rental loan process.Information We Collect from Third Parties.

(a) 20.4.1 Urban may collect information, including personal information, that others provide about you when they use the Urban Platform and the Payment Services, or obtain information from other sources and combine that with information we collect through the Urban Platform. We do not control, supervise or respond for how the third parties providing your information process your Personal Information, and any information request regarding the disclosure of your personal information to us should be directed to such third parties.

(b) Third Party Services. If you link, connect, or login to your Urban Account with a third-party service (e.g. Google, or Facebook), the third-party service may send us information such as your registration, friends list, and profile information from that service. This information varies and is controlled by that service or as authorized by you via your privacy settings at that service.

(c) Background Information. Urban may obtain reports from public records of criminal convictions or sex offender registrations as part of the Tenant vetting procedures that are prompted following the request to book a property. To the extent permitted by applicable laws and with your consent where required, Urban may obtain the local version of police, background or registered sex offender checks. We may use your information, including your full name and date of birth, to obtain such reports.

(d) Referrals. If you are invited to Urban, the person who invited you may submit personal information about you such as your email address or other contact information.

(e) Other Sources. To the extent permitted by applicable law, we may receive additional information about you, such as demographic data or information to help detect fraud and safety issues, from third party service providers and/or partners, and combine it with information we have about you. For example, we may receive background check results (with your consent where required) or fraud warnings from service providers like identity verification services for our fraud prevention and risk assessment efforts. We may receive information about you and your activities on and off the Platform through partnerships, or about your experiences and interactions from our partner ad networks.ELIGIBILITY & PERMISSIONSChildren's Data. We do not knowingly collect any data from children under 18. Our websites and applications are not intended for use by children under the age of 18 years. We verify that to be eligible for usage of our websites and applications, users are required to be above the age of 18. If you believe that we are processing the personal information pertaining to a child inappropriately, we take this very seriously and urge you to contact us. To learn more, contact our Urban Support Team.Users Eligibility. All our users have willfully consented to the terms of our privacy policy, and therefore acknowledge our data collection, processing, and sharing procedures and terms. Features of our websites and applications are contingent of our data collection and sharing policies. Users may choose to opt out of specific data collection and sharing processes. To learn more, contact our Urban Support Team.You consent to permit Urban to conduct credit checks on you with the Etihad Credit Bureau, or such other credit bureau or third party that may be considered necessary by Urban from time to time.You authorize Urban to share your information and contact data with Urban's partners for participation in partner's services and programs from time to time.RESPONDING TO LEGAL REQUESTS, PREVENTING HARM AND COMPLYING TO THE LAWUrban may disclose your information, including personal information, to courts, law enforcement, governmental authorities, tax authorities, or authorized third parties, if and to the extent we are required or permitted to do so by law or if such disclosure is reasonably necessary: (i) to comply with our legal obligations, (ii) to comply with legal process and to respond to claims asserted against Urban, (iii) to respond to valid requests relating to a criminal investigation or alleged or suspected illegal activity or any other activity that may expose us, you, or any other of our users to legal liability, (iv) to enforce and administer our Terms & Conditions or (v) to protect the rights, property or personal safety of Urban, its employees, its users, or members of the public.These disclosures may be necessary to comply with our legal obligations, for the protection of your or another person's vital interests or for the purposes of our or a third party's legitimate interest in keeping the Platform secure, preventing harm or crime, enforcing or defending legal rights, facilitating the collection of taxes and prevention of tax fraud or preventing damage.


Urban reserves the right to modify or update this Privacy Policy at any time. It is the responsibility of the User to ensure that they are up to date with the recent provisions and terms of our Privacy Policy. This Privacy Policy is effective 5 days from the time it is published on our Platform. In the event that a user disagrees with the Privacy Policy, the user shall have the right to cancel their Urban Account and inform our Urban Support Team of concerns or disagreement with the terms of the new Privacy Policy.

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