Privacy policy

1. Who we are

This policy explains what personal information Pluto Travels LLC ("Pluto", "we", "us"), Office 2805, Prism Tower, Business Bay, Dubai, UAE, collects when you use this website or our services, why we collect it, who we share it with, and the rights you have.

We decide why and how your information is used, so we are the "controller" of it. You can contact us at support@plutotravels.ae, by phone on +971 4 392 0930, or by post at the address above.

2. What we collect

Details you give us

• Your name, email address and mobile number.
• For each traveller: full name, date of birth, nationality, sex, place of birth, passport number, issue and expiry dates, and a scan or photo of the passport page.
• Documents needed for a visa application, such as photographs, residence visa, Emirates ID, bank statements, salary slips, employment letters, trade licences, flight and hotel reservations, insurance, invitation letters and similar papers.
• Your trip details, travel dates, previous visa history, and answers to the questions on the visa form (for example employer name and any earlier refusal).
• Anything you tell us when you call, message us on WhatsApp, request a callback, or write to us.

Details about other people. When you order for family or colleagues, we ask for their information too. Please get their agreement first. We use it only for their order.

Details we collect automatically

• Technical details such as your IP address, browser type, device and pages viewed, to keep the website secure and working.
• A small amount of information is kept in your browser, for example to keep you signed in or to remember a step in the form. See "Cookies" below.

Partly filled forms. If you start an order and stop, we may save the contact details and trip information you already typed (for example your name, email or phone) so that one of our executives can contact you and help you finish. You can ask us to delete this at any time.

Payment details. Card payments are taken by our payment provider on its secure page. We do not see or store your full card number. We keep a record that a payment was made, the amount and the date.

3. How we use your information

• To carry out your order: prepare, check and submit your visa application, book appointments, and arrange hotels, transfers or other services you ask for.
• To contact you about your order: updates, requests for documents, appointment details, payment links and your visa.
• To take payment, issue invoices and keep our accounts.
• To answer your questions and callback requests, and to follow up on enquiries you started.
• To keep the website and our business safe: preventing fraud and misuse, fixing faults, and enforcing our terms.
• To improve our service, using summaries that do not identify you where possible.
• To meet our legal duties.
• To send you offers and news, only where you have agreed or the law allows it. You can say no at any time.

4. Reading your passport automatically

To save you typing, the website can read a passport photo or scan you upload using an automated reading tool provided by Anthropic, PBC. The image is sent securely to that tool to read the details on it. We do not keep the uploaded image for this step. You can still type your details yourself. Please always check the details the tool fills in.

5. Who we share it with

We share information only as needed to do what you asked, and only with:

• Embassies, consulates, immigration authorities and visa application centres (for example VFS Global or similar), because they process your application.
• Hotels, transfer providers, airlines and other suppliers you ask us to book with.
• Our payment provider Geidea, to take your payment.
• Companies that provide our website and systems, such as hosting, database, email, text message and messaging services, who may only use the information to provide that service to us (for example Supabase for our database, Vercel for the website, and our email and messaging providers).
• Your employer or company, if you place an order through a company account, so that they can see their own orders and statements.
• Our professional advisers, auditors, banks and insurers, where necessary.
• Authorities and courts, where the law requires it or to protect our legal rights.

We do not sell your personal information.

6. Where your information is stored

Our systems are hosted with cloud providers in India (Mumbai). Embassies, visa centres and suppliers are in other countries, so your information may be sent abroad as part of your application. When we send information outside the UAE we do so only as needed for your order or with suitable safeguards, as the law requires.

7. How long we keep it

• Application documents and passport copies: securely stored while your order is open. They are deleted 90 days after your order is completed or closed, unless the law requires us to keep them longer or you ask us to delete them sooner.
• Order, invoice and payment records: kept for 5 years (or as UAE accounting and tax law requires).
• Callback requests and unfinished enquiries: kept for 12 months, then deleted.
• Website technical logs: kept for a short period for security.

8. How we protect it

• Information is sent over encrypted connections.
• Passport numbers and sensitive details are protected, and uploaded documents are held in private storage, not on public web pages.
• Only authorised staff can open orders, and each person signs in with their own account. We record important actions.
• Your order tracking page is protected by a long private link that is hard to guess.
• We test and update our systems and limit access to what each person needs.

No system is perfectly secure. If something goes wrong that puts your information at risk, we will tell you and the authorities as the law requires.

9. Your rights

Under UAE data protection law (Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data) and our own commitment, you can ask us to:

• tell you what information we hold about you and give you a copy;
• correct information that is wrong or incomplete;
• delete your information, or stop using it, where we no longer need it;
• stop sending you marketing; and
• move your information to another provider where this applies.

To use these rights, email support@plutotravels.ae. We may ask you to prove who you are first. We will reply within the time the law allows. Some information we must keep by law (for example invoices), and some is needed to complete a visa application you asked for.

10. Cookies and similar technologies

We use only the small files and browser storage needed to run the website: to keep you signed in, protect forms from misuse, and remember a step in your application. We do not use advertising cookies.

You can block cookies in your browser settings, but some parts of the site (such as signing in) may then stop working.

11. Marketing messages

We will send you messages about your order whether or not you agree to marketing. We send offers and news only if you agreed or the law allows. Every message tells you how to stop.

12. Children

Our services are for adults. A parent or guardian can include a child as a traveller on their own order. We use a child's information only for that order.

13. Links to other websites

Our website may link to other websites, such as embassy or visa centre sites. They have their own privacy practices, which we do not control.

14. Changes to this policy

We may update this policy from time to time. The date of the latest update is shown at the top. If we make an important change, we will tell you on the website or by email.

15. Contact and complaints

If you have a question or complaint about your information, contact us first: support@plutotravels.ae, +971 4 392 0930, Office 2805, Prism Tower, Business Bay, Dubai, UAE. You also have the right to complain to the UAE Data Office or the relevant data protection authority.