Privacy Policy

1. Who we are

Active Games Group operates Active Games Dubai and its attractions, including Chaos Karts, PAC-MAN Live, Hyper Tag, and Titanic VR, from Al Quoz 1, Dubai, United Arab Emirates. In this policy, “Active Games”, “we”, “us”, and “our” refer to this business.

This policy covers personal information handled through our websites, booking and enquiry forms, email, telephone, website chat, and business messaging accounts on services such as Facebook, Instagram, and WhatsApp.

2. Information we collect

Depending on how you contact or book with us, we may collect:

• Your name, email address, telephone number, social-media username, and preferred language.
• Enquiry, booking, event, attendance, and customer-support information, including dates, group size, age information where relevant, and booking references.
• Your messages, attachments, call details, and our responses when you communicate with us.
• Payment status and transaction references. Payment-card details are handled by our authorised payment providers and are not stored in our customer messaging system.
• Marketing preferences, campaign source, and consent records.
• Technical information such as IP address, device and browser information, cookie identifiers, and website usage data.
• Information supplied by booking partners, social platforms, advertising lead forms, and other services you choose to use to contact us.

3. How we use information

We use personal information to:

• Respond to enquiries and provide customer service through the channel you used.
• Arrange and manage bookings, parties, group visits, corporate events, school visits, changes, cancellations, and refunds.
• Send service messages about your enquiry, booking, visit, or support request.
• Route conversations to the appropriate Active Games team while preserving the attraction and communication channel involved.
• Protect customers, staff, systems, and venues; prevent fraud and misuse; and manage safety or legal incidents.
• Improve our services, website, campaigns, and customer communications through reporting and analytics.
• Send marketing where we have an appropriate basis to do so. You can opt out of direct marketing at any time.
• Meet accounting, tax, regulatory, legal, and dispute-resolution obligations.

4. When we share information

We do not sell your personal information. We may share only the information reasonably needed with trusted service providers that help us operate, including:

• Our self-hosted customer communications platform and its controlled hosting infrastructure.
• Google Workspace and other email, productivity, and identity services.
• Meta services, including Facebook, Instagram, and WhatsApp, when you communicate with us through those platforms.
• Website hosting, analytics, booking, ticketing, payment, CRM, telephone, and integration providers.
• Professional advisers, insurers, regulators, courts, law-enforcement bodies, or government authorities where disclosure is required or reasonably necessary.

Our providers are expected to protect personal information and use it only for the services they provide to us. Some providers may process information outside the UAE; where that happens, we use appropriate contractual and organisational safeguards.

5. Retention and security

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, to provide services, maintain business and safety records, resolve disputes, and meet legal or regulatory requirements. Retention periods vary according to the type of record and the reason it is held.

We use administrative, technical, and physical safeguards designed to protect information from unauthorised access, loss, misuse, alteration, or disclosure. No online system can be guaranteed completely secure, but we review and improve our protections as our systems develop.

6. Your choices and rights

Subject to applicable law and legitimate exceptions, you may ask us to access, correct, update, delete, restrict, or provide information we hold about you, or object to certain uses. You may withdraw consent where our processing relies on consent. You can also unsubscribe from marketing using the option in a message or by contacting us.

To request deletion, follow our Data Deletion Instructions. We may need to verify your identity before acting on a request. We may retain limited records where required by law or needed to establish, exercise, or defend legal claims.

7. Children and family bookings

Our experiences serve families and children, but our website and business messaging channels are intended for adults making enquiries or bookings. A parent, guardian, school, or responsible organiser should provide any information necessary for a child’s booking. Please do not send sensitive information about a child unless we specifically request it and it is necessary for safety or service delivery.

8. Cookies, social platforms, and external links

The Privacy choices control lets you allow or decline optional website and campaign measurement. Declining does not prevent ticket purchases or enquiries. We save your choice for up to 180 days. If you allow measurement, a random first-party visit reference lasts up to 30 minutes and approved campaign tags may be retained for up to 30 days. We record observed pages, the experience selected when you click Buy tickets, and accepted enquiries. A ticket click is an expression of interest, not confirmation of a purchase.

Brandalf receives these measurement events without your enquiry name, email, phone number or message. Enquiry details go to the Active Games events system so the team can respond. If delivery is interrupted, the website keeps an encrypted pending copy for up to seven days, removes that copy after the events system accepts it, and retries safely. Your enquiry may still be recorded without campaign attribution if optional measurement is declined.

You can withdraw optional measurement through Privacy choices. This clears the website’s stored visit and campaign information and stops new measurement using that visit. Information already recorded may remain in reports under the retention policy. Ticket links open Fever, which handles its checkout and information under its own privacy policy. We do not observe Fever payment completion through this website.

Optional Google advertising measurement. This has its own choice in Privacy choices. Neither website measurement nor Meta permission enables it. If configured and you allow it, Brandalf can send Google your ticket-interest events and accepted enquiries with a genuine Google ad-click reference (gclid, gbraid or wbraid). This feature does not send contact details or contact hashes to Google, does not load a Google browser tracker and does not enable ad personalisation. A ticket click is not a purchase. Google permission lasts up to 180 days; matching data stays encrypted in the private delivery queue for at most seven days or until the grant expires, and is removed locally after acknowledgement or withdrawal. Declining leaves enquiries and tickets available. Withdrawal immediately stops new preparation and is delivered to Brandalf with retries; previously accepted Google events may already have been processed, so this is not a promise of remote deletion.

Optional Meta advertising measurement. This is a separate choice in Privacy choices; allowing ordinary website measurement does not turn it on. If available and you explicitly allow it, Brandalf can send Meta ticket-interest events and accepted enquiries. Fever ticket clicks are not purchases. The website hashes your supplied email or an internationally formatted phone number before this optional use; hashes and a genuine ad-click reference may let Meta match activity to an account. We do not send enquiry names, messages, raw contact details, IP addresses in this feedback. Meta also requires the actual browser user agent (browser type/version); this is collected only with your separate advertising permission and encrypted with matching data in our private delivery queue. No Meta browser pixel is installed by this feature.

The advertising preference lasts up to180 days. Consent-associated matching data is kept encrypted privately for up to7 days while the original event and feedback are delivered, and the local matching copy is removed after acknowledgement. We remove local pending matching data on withdrawal and send a withdrawal notice to Brandalf. Requests already in flight or accepted by Meta may already have been processed. A failed withdrawal connection is retried; the website stops preparing new feedback immediately. Enquiries and tickets remain available if you decline. Advertising feedback is disabled until Active Games explicitly configures and enables it.

If you contact us through Facebook, Instagram, WhatsApp, or another third-party platform, that platform separately handles information under its own terms and privacy policy. Our website may also link to third-party booking or payment services whose privacy practices we do not control.

9. Changes to this policy

We may update this policy when our services, providers, or legal obligations change. The current version and its update date will always be published on this page.