Effective Date: 1 January 2026

1. Introduction

Handover Heroes (handoverheroes.ae) is a property inspection and snagging service operated by Property Observer LLC, a company registered and licensed in the Emirate of Dubai, United Arab Emirates. Our registered address is 108 White Swan Building, Trade Center First, Sheikh Zayed Road, Dubai, UAE.

This Privacy Policy explains how we collect, use, store, and protect your personal information when you visit our website, use our services, or communicate with us through any channel including WhatsApp, email, telephone, or our online booking forms.

We are committed to safeguarding the privacy of our clients, website visitors, and partners in compliance with UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data and any applicable regulations issued by the UAE Data Office.

By using our website or services, you consent to the practices described in this Privacy Policy.

2. Information We Collect

2.1 Information You Provide Directly

When you book an inspection, submit a contact form, use our instant quote tool, request a callback, or communicate with us via WhatsApp, email, or telephone, we may collect:

  • Full name
  • Email address
  • Phone number (including WhatsApp number)
  • Property address and details (type, size, number of bedrooms, developer, community)
  • Preferred inspection dates and times
  • Payment information (processed securely through third-party payment providers; we do not store card details on our servers)
  • Any additional information you choose to share in correspondence with us

2.2 Information We Collect Automatically

When you visit our website, we may automatically collect certain technical information through cookies and similar technologies, including:

  • IP address and approximate geographic location
  • Browser type, version, and operating system
  • Device type (desktop, mobile, tablet)
  • Pages visited, time spent on each page, and navigation patterns
  • Referring website or source (how you found us, e.g. Google search, social media, direct)

2.3 Information from Third Parties

We may receive limited information about you from third parties, including:

  • Real estate agents or brokers who refer you to our services
  • Property developers who coordinate access for inspections on your behalf
  • Advertising platforms (Meta and Google) that provide anonymised, aggregated data about how users interact with our advertisements

3. How We Use Your Information

We use the information we collect for the following purposes:

  • Processing and fulfilling inspection bookings
  • Preparing and delivering inspection reports, walkthrough videos, and developer documentation
  • Communicating with you about your booking, inspection progress, and report delivery
  • Providing complimentary de-snagging follow-up and developer liaison on your behalf
  • Sending appointment confirmations, reminders, and post-inspection support correspondence
  • Responding to enquiries submitted through our website, WhatsApp, email, or phone
  • Processing payments and issuing invoices
  • Sending you relevant property maintenance tips, DLP reminders, or service updates (only with your consent)
  • Improving our website, services, and overall client experience
  • Running advertising campaigns on Meta and Google and measuring their effectiveness
  • Conducting internal analytics to understand service demand and performance across the UAE
  • Complying with legal and regulatory obligations under UAE law

4. How We Share Your Information

We do not sell, rent, or trade your personal information to third parties for their marketing purposes. We may share your information only in the following limited circumstances:

  • Service Providers: We work with trusted third-party providers who assist us with website hosting, email delivery, payment processing, CRM, and analytics. These providers are contractually obligated to protect your data and use it only for the purposes we specify.
  • Property Developers: Where you have instructed us to submit your inspection report to a developer for defect rectification, or where de-snagging follow-up requires developer communication, we will share the relevant report and your contact details necessary to facilitate that process.
  • Legal Requirements: We may disclose your information if required to do so by UAE law, court order, or government authority, or if we believe in good faith that disclosure is necessary to protect our rights, the safety of our clients, or the public.
  • Business Transfers: In the event of a merger, acquisition, or sale of all or part of our business, your information may be transferred to the acquiring entity as part of that transaction. We will notify affected clients of any such transfer.

5. Data Retention

We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by applicable law. Specifically:

  • Booking and inspection records: Retained for a minimum of 5 years to support warranty claims, DLP follow-ups, and legal obligations.
  • Inspection reports and walkthrough videos: Retained indefinitely in our secure systems to provide ongoing support, re-inspection reference, and DLP readiness documentation for clients.
  • Financial records: Retained for the period required by UAE commercial and tax law.
  • Marketing and communications data: Retained until you withdraw consent or unsubscribe from our communications.
  • Website analytics data: Retained in anonymised form for up to 26 months, in line with Google Analytics default settings.

6. Data Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. These measures include:

  • SSL/TLS encryption on our website to secure data in transit
  • Secure cloud-based storage with access controls for inspection reports and client records
  • Role-based access limiting data visibility to authorised personnel only
  • Regular security reviews and updates to our systems and practices
  • Secure third-party payment processing (we never store credit or debit card details on our own servers)

While we take all reasonable steps to protect your data, no method of electronic transmission or storage is completely secure. We cannot guarantee absolute security but are committed to maintaining industry-standard protections appropriate to the sensitivity of the data we handle.

7. Cookies and Tracking Technologies

Our website uses cookies and similar technologies to enhance your browsing experience and help us understand how our website is used.

7.1 Types of Cookies We Use

  • Essential Cookies: Required for the website to function properly, including session management and security features. These cannot be disabled.
  • Analytics Cookies: We use Google Analytics 4 (GA4) to collect anonymised data about website traffic, page views, and user behaviour. This helps us improve our website and understand which content and services are most valuable to our visitors.
  • Advertising Cookies: We use Meta Pixel and Google Ads conversion tracking to measure the effectiveness of our advertising campaigns and deliver relevant advertisements to potential clients across Meta and Google platforms.

7.2 Managing Cookies

You can control cookies through your browser settings. Most browsers allow you to block or delete cookies. Please note that disabling certain cookies may affect the functionality of our website, including the instant quote tool and booking forms.

8. Your Rights

Under UAE Federal Decree-Law No. 45 of 2021 and applicable data protection regulations, you have the following rights regarding your personal information:

  • Right of Access: You may request a copy of the personal data we hold about you.
  • Right to Correction: You may request that we correct any inaccurate or incomplete personal data.
  • Right to Deletion: You may request that we delete your personal data, subject to our legal retention obligations and any ongoing service commitments.
  • Right to Withdraw Consent: Where we process your data based on your consent (such as marketing communications), you may withdraw that consent at any time without affecting the lawfulness of processing carried out before withdrawal.
  • Right to Object: You may object to the processing of your data for direct marketing purposes at any time.
  • Right to Data Portability: Where technically feasible, you may request your data in a structured, commonly used, machine-readable format.

To exercise any of these rights, please contact us at info@handoverheroes.ae or via WhatsApp at +971 55 835 8857. We will respond to your request within 30 days.

9. Children’s Privacy

Our services are not directed at individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have inadvertently collected data from a minor, we will take immediate steps to delete it from our systems.

10. International Data Transfers

Your data is primarily stored and processed within the UAE. However, some of our third-party service providers (including cloud hosting, analytics, email delivery, and CRM platforms) may process data in jurisdictions outside the UAE. Where this occurs, we ensure that appropriate safeguards are in place to protect your data in accordance with UAE Federal Decree-Law No. 45 of 2021 and any guidance issued by the UAE Data Office regarding cross-border data transfers.

11. Third-Party Links

Our website may contain links to external websites operated by third parties, including social media platforms, developer portals, and partner websites. We are not responsible for the privacy practices or content of those websites. We encourage you to read the privacy policies of any third-party website you visit through links on our site.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or services. Any updates will be posted on this page with a revised effective date. We encourage you to review this page periodically. Continued use of our website or services after any changes constitutes your acceptance of the updated Privacy Policy.

13. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal data, please contact us:

Handover Heroes (Property Observer LLC)

108 White Swan Building, Trade Center First, Sheikh Zayed Road, Dubai, UAE

Email: info@handoverheroes.ae

Website: handoverheroes.ae

© 2026 Handover Heroes (Property Observer LLC). All rights reserved.