Partner terms: contract, confidentiality and data protection

Do

Hold a signed partner agreement and a current fee schedule before you market our inventory or introduce an owner.
Treat every rate we send you as a quotation until we confirm the booking in writing.
Send all booking requests, amendments and cancellations through the channel named in your agreement, so there is a written record.
Tell us in writing within 7 days if your company name, ownership, licence status or billing entity changes.
Limit access to confidential information to the specific employees who need it to deliver the booking or the introduction.
Bind those employees to confidentiality obligations at least as strict as these.
Return or destroy confidential information on request, and in any event when the agreement ends.
Tell us in writing without delay if confidential information is disclosed by accident.
Route repeat bookings from a guest you introduced through the agreed channel, so commission is recorded correctly.
Route any owner you introduced to us through us, including any second or third property that owner brings.
Ask us in writing first if you are unsure whether a contact is covered.
Confirm the lead guest is 18 or over. Guests under 18 may stay only when accompanied by an adult.
Have the guest's consent to pass their details to us as the operator before you send them.
Tell the guest, at the point of booking, that their details will be shared with the operator for identification and mandatory registration.
Send guest data through the channel named in your agreement — our booking system or the email address we gave you.
Send corrections immediately if a name, passport detail or contact number changes.
Store guest and owner data on access-controlled systems, with individual logins and no shared accounts.
Encrypt devices and databases holding personal data, and use multi-factor authentication on email accounts used to transmit it.
Keep data only as long as you have a lawful reason to hold it, then delete it. Booking, invoice and statement records are kept for 5 years, as UAE tax law requires; guest identity data is deleted within 30 days of check-out unless the law requires longer. Both periods are set by the partner agreement, not by your own policy.
Keep a record of what you hold, where it is and who can see it, so you can answer a guest's access or deletion request.
Apply the same rules to owner personal data received through owner-side introductions.

Don’t

Do not represent yourself as Deluxe Holiday Homes, an agent of Deluxe Holiday Homes, or the operator of the property.
Do not publish our rates, availability or property addresses on public channels without our written approval.
Do not confirm a booking, a discount, an upgrade, an early check-in or a late check-out to a guest before we have confirmed it to you in writing.
Do not use our brand name, logo, photography or DET (formerly DTCM) permit numbers outside the uses approved in your agreement.
Do not share net rates or commission terms with guests, owners, competitors or any third party.
Do not share property access codes or unit numbers with anyone other than the confirmed guest, and only after we release them to you.
Do not use confidential information for any purpose other than performing your obligations under the agreement.
Do not approach a property owner we introduced to you, or whose details you learned through us, to contract with them directly or through another operator.
Do not approach a guest we introduced to you to book them outside the agreement.
Do not encourage a guest or owner to cancel a booking or contract with us and rebook elsewhere, including with you.
Do not pass owner or guest contacts obtained through us to a third party operator, agency or broker.
Do not substitute your own staff details for the guest's contact details.
Do not send us passport scans, ID photographs or payment card details by WhatsApp or unsecured email. Send only the guest's name, nationality and ID number; each guest uploads their ID through our secure pre-arrival link.
Do not send special-category data — health conditions, religious observance, and similar — unless the guest has explicitly asked us to be told, and then only what is operationally necessary.
Do not send us data about people who are not travelling.
Do not store guest identity documents, card numbers or CVVs on shared drives, in chat threads, in spreadsheets or on personal devices.
Do not export guest lists to personal email accounts or personal cloud storage.
Do not sell, rent or otherwise trade guest or owner data.
Do not market to a guest or owner using contact details obtained through this relationship unless that person gave you marketing consent directly.

This policy applies to every commercial partner of Deluxe Holiday Homes: travel agencies, concierge services, travel partners, corporate partners and real-estate brokers — whether you send us guests or you send us property owners. It sits alongside your signed partner agreement. Where the two differ, your signed agreement governs the commercial terms; this policy governs conduct, confidentiality and data handling.

1. The contractual framework

No partner relationship exists until a partner agreement has been signed by both parties. A quotation, a rate sheet, an email exchange or a WhatsApp conversation does not create one.

Signed partner agreement — identifies the parties, the partner type (guest-side or owner-side), and the commercial basis of the relationship.
Commission or fee schedule — the rates, the events that trigger payment, and any deductions. Standard guest-side commission is 10% of net accommodation revenue on commissionable (gross) bookings; partners who invoice their own client work on net rates.
Payment terms — invoicing cadence, settlement period and accepted payment methods. Monthly statements, payment within 30 days of a valid invoice, by bank transfer.
Term and termination — duration, renewal and notice required by either side. The agreement renews automatically until either party cancels it in writing.
This policy — confidentiality, non-circumvention and data protection, incorporated by reference.

Rates quoted to you are confidential and valid only for the period stated in the quotation. Availability is never guaranteed until we issue a written booking confirmation.

Committing a guest or an owner to anything we have not confirmed in writing is a breach of this policy. You carry the cost of putting it right, and repeated breaches are grounds for termination.

2. Who is responsible for what

Area	Partner	Deluxe Holiday Homes
Guest sourcing and their own booking terms	Yes	No
Collecting payment from the guest (where the booking is made on your own terms)	Yes	No
Cancellation and refund outcome for a booking made through you	Yes — your own policy applies	Applies our Refund Policy only to bookings made directly with us
Property operation, check-in, housekeeping, maintenance	No	Yes
Guest identification and registration with the authorities	No	Yes
Security deposit handling	No	Yes
Owner-side contracting and payouts	No	Yes

Where a guest books through you or through an OTA you operate, that booking is governed by your own cancellation and refund policy, not ours. Where a guest books directly with us, the Refund Policy published on our website applies. Do not describe our policy to a guest as if it applied to a booking you sold under your own terms.

3. Confidentiality

Confidential information means anything we disclose to you that is not already public, in any form, whether or not it is marked confidential. It includes at minimum:

Net rates, commission rates, fee schedules and any pricing logic.
Availability, occupancy and performance data.
Property addresses, unit numbers, access codes, key-safe codes and building access arrangements.
Owner names, owner contact details and the terms of any owner arrangement.
Guest names, contact details, itineraries and stay history.
Contract drafts, correspondence and commercial proposals between us.

Confidentiality survives termination of the agreement for 3 years.

4. Non-circumvention

Non-circumvention protects the introductions each side makes. The rule is simple: an introduction made under the agreement stays inside the agreement.

Non-circumvention applies during the agreement and for 12 months after termination. Where a booking or owner contract is signed in breach of this clause, compensation is owed on the basis set out in your agreement. That is the commission or fee that would have been payable under the agreement on the circumvented booking or owner contract, plus our reasonable costs.

Exception. A contact you can demonstrate, with dated records predating our introduction, was already a client of yours is not covered by non-circumvention. Raise it with us in writing as soon as the overlap appears — not after the booking is made.

5. Personal data: what you may send us

We are the operator of record. That means we are legally required to identify every guest and register the stay with the relevant authorities, including DET (formerly DTCM). To do that we need real guest data, not placeholders.

For each confirmed booking, send only what is needed:

Lead guest full name, exactly as it appears on their travel document.
Lead guest nationality and date of birth.
Lead guest mobile number and email address — a reachable one, not your own agency inbox.
Number of guests, and the name and age of each additional guest.
Arrival and departure dates, flight or arrival time if known.
Any accessibility requirement or other operational note the guest has agreed we may know.

Incomplete or false guest identity data blocks check-in. If we cannot identify and register the guest, the guest does not get the keys — and the resulting cost sits with the party that supplied the bad data.

6. Personal data: how you must hold it

Each of us is an independent controller of the personal data we hold. You are responsible for the lawful basis, notice and security on your side; we are responsible for ours. Neither of us processes personal data on the other's instructions.

7. If personal data is lost or exposed

Contain it — revoke the access, disable the account, recall the message.
Notify us immediately by phone or WhatsApp on +971 (4) 392-0202 and confirm in writing to partners@deluxehomes.com. Confirm in writing within 24 hours.
Tell us what happened, whose data was affected, how many records, and when you discovered it.
Cooperate with our assessment and with any notification we are required to make to a regulator or to affected individuals.
Send us a short written account of the root cause and the fix once the incident is closed.

Do not notify guests or owners about an incident involving our bookings on your own initiative. Coordinate the message with us first, so a single accurate account goes out.

8. Termination and what happens to data

On termination or expiry of the agreement, for any reason:

Stop marketing our inventory and remove our brand, photography and permit numbers from your channels.
Honour bookings already confirmed for stays after the termination date, and confirm in writing that you will. Commission on them is paid on the normal cycle once each stay completes, provided your invoicing details stay valid; no commission is earned on bookings made after the end date.
Settle outstanding invoices in both directions.
Delete or return all confidential information and all personal data received from us, except records you are legally required to retain, and confirm deletion in writing.
Continue to observe confidentiality and non-circumvention for the survival periods above.

9. Escalation and contact

For contract, commission and data questions, write to partners@deluxehomes.com so there is a record. For anything time-critical relating to a live booking, call or WhatsApp +971 (4) 392-0202.

In an emergency involving a guest — medical, fire, police — contact local emergency services first, then tell us.

The agreement is governed by the laws of the Emirate of Dubai and applicable UAE federal law, and disputes are heard exclusively by the Dubai courts.

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