Privacy Policy

1. Who We Are

City Axis Mortgage Broker L.L.C is a licensed mortgage brokerage registered and operating in Dubai, United Arab Emirates.

• Trading name: CityMortgage
• RERA ORN: 58708
• Licence Number: 1566956
• Registered address: Unit 1902, Latifa Tower, Sheikh Zayed Road, Trade Center 1, Dubai, UAE
• Email: info@citymortgage.ae
• Phone / WhatsApp: +971 50 925 5050

As the data controller, we are responsible for the personal information you share with us and for ensuring it is handled lawfully, fairly, and transparently.

2. Information We Collect

We collect personal information that you provide to us directly, and certain information automatically when you visit our website.

Information you provide directly

• Contact details — your name, email address, phone number, and WhatsApp number
• Financial information — income details, employment status, nationality, and residency status that you provide when requesting a mortgage assessment
• Property information — details of the property you are considering purchasing, including its value and location
• Identity documents — copies of your passport, Emirates ID, visa, and other documents you submit as part of a mortgage application
• Communication records — records of your correspondence with us by email, WhatsApp, phone, or through our website contact form

Information collected automatically

• Usage data — pages visited, time spent on the website, and referring URLs
• Device and browser information — IP address, browser type, operating system, and device identifiers
• Cookie data — as described in Section 9 below

3. How We Use Your Information

We use the personal information we collect for the following purposes:

• Providing mortgage advisory services — to assess your eligibility, compare lenders, and support your mortgage application process
• Communicating with you — to respond to enquiries, send updates on your application, and provide information relevant to your request
• Processing applications — to submit your information to UAE banks and lenders on your behalf, with your consent
• Regulatory compliance — to comply with our legal obligations under UAE law, including RERA licensing requirements and anti-money laundering regulations
• Improving our services — to understand how our website is used and to improve the quality of our advisory service
• Marketing communications — to send relevant mortgage market updates and information about our services, where you have consented to receive these

We will not use your information for any purpose incompatible with the purposes stated above without obtaining your prior consent.

4. Legal Basis for Processing

We process your personal information on the following legal bases under the UAE Federal Personal Data Protection Law (Decree-Law No. 45 of 2021):

• Consent — where you have given us clear consent to process your information, such as when you submit an enquiry or opt in to marketing communications
• Contractual necessity — where processing is necessary to provide the services you have requested, including mortgage assessment and application support
• Legal obligation — where processing is required to comply with UAE laws and regulations applicable to our licensed brokerage operations
• Legitimate interests — where processing is necessary for our legitimate business interests, such as improving our website and services, provided these interests are not overridden by your rights

5. Sharing Your Personal Information

We may share your personal information with the following categories of recipients, strictly for the purposes set out in this policy:

• UAE banks and lenders — we submit your personal and financial information to selected UAE banks and Islamic finance institutions on your behalf, with your explicit consent, as part of the mortgage application process
• Regulatory bodies — we may share information with RERA, CBUAE, or other UAE regulatory authorities where required by law
• Professional advisors — including lawyers and compliance consultants who assist us in meeting our regulatory obligations
• IT and technology service providers — companies that provide our website hosting, email, and CRM systems, acting as data processors under our instructions
• WhatsApp (Meta Platforms) — when you contact us via WhatsApp, your communication is handled by WhatsApp’s platform, which is subject to Meta’s own privacy policy

International transfers

Some of our service providers may process data outside the UAE. Where this occurs, we ensure that appropriate safeguards are in place in accordance with the UAE PDPL and any applicable cross-border data transfer requirements.

6. How Long We Keep Your Information

We retain your personal information for as long as necessary to fulfil the purposes described in this policy, unless a longer retention period is required by UAE law.

• Enquiry records — retained for up to 2 years from your last contact with us
• Active client records — retained for the duration of your mortgage and for 5 years after its conclusion, to meet UAE regulatory and anti-money laundering requirements
• Marketing preferences — retained until you withdraw your consent or request erasure
• Website usage data — retained for up to 12 months in anonymised or aggregated form

When your information is no longer required, we will securely delete or anonymise it.

7. Data Security

We take the security of your personal information seriously and implement appropriate technical and organisational measures to protect your data against unauthorised access, disclosure, alteration, or destruction.

• Encrypted email and secure file sharing for document transmission
• Access controls limiting who within our organisation can access your personal data
• Regular review of our security practices and procedures
• Secure storage of physical documents at our Dubai office

No method of transmission over the internet is entirely secure. If you have concerns about the security of information you have shared with us, please contact us at info@citymortgage.ae.

8. Your Data Protection Rights

Under UAE data protection law, you have the following rights regarding your personal information:

• Right of access — you may request a copy of the personal information we hold about you
• Right to correction — you may request that we correct inaccurate or incomplete information
• Right to erasure — you may request that we delete your personal information where it is no longer necessary for us to retain it, subject to our legal obligations
• Right to withdraw consent — where processing is based on your consent, you may withdraw it at any time without affecting the lawfulness of processing carried out prior to withdrawal
• Right to object — you may object to processing of your personal information for direct marketing purposes at any time
• Right to data portability — where applicable, you may request your information in a structured, machine-readable format

To exercise any of these rights, please contact us using the details in Section 12. We will respond within 30 days and may need to verify your identity before processing your request.

9. Cookies and Tracking Technologies

Our website uses cookies and similar technologies to improve your browsing experience and understand how the site is used.

Types of cookies we use

• Essential cookies — necessary for the website to function correctly; cannot be disabled
• Analytics cookies — help us understand how visitors use our website (e.g. Google Analytics); data is collected in aggregated, anonymised form
• Functional cookies — remember your preferences and settings to improve your experience

You can control cookie settings through your browser. Disabling certain cookies may affect the functionality of our website. By continuing to use our website, you consent to our use of cookies in accordance with this policy.

10. Third-Party Websites and Links

Our website may contain links to third-party websites, including UAE banks, property portals, and regulatory bodies. This Privacy Policy applies only to citymortgage.ae. We are not responsible for the privacy practices of any third-party websites and encourage you to review their privacy policies before submitting personal information to them.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services, or applicable law. We will post the updated policy on this page with a revised “Last updated” date at the top.

For significant changes, we will notify active clients by email where we hold your contact details. We encourage you to review this policy periodically.

12. Contact Us

If you have any questions about this Privacy Policy, wish to exercise your data protection rights, or have a concern about how we handle your personal information, please contact us: