Privacy Policy

This policy explains how we collect, use, share and protect your personal data when you use mova.ae, the TruMortgage app, our WhatsApp and email channels, and our mortgage advisory and TruValue valuation services (together, the Services). Please read it together with our Terms of Use.

1. Who we are

MOVA Mortgage Consultancy L.L.C (trading as MOVA, Dubai DET trade licence no. 1635365, Office 2507, Westburry Tower 1, Business Bay, Dubai, United Arab Emirates) provides the Services and decides why and how your personal data is processed. MOVA is part of the Wise Networks group, which operates related products such as PropAtlas and DXB Inspector; where those products support the Services, they act on MOVA's instructions.

In this policy, "MOVA", "we", "us" and "our" mean MOVA Mortgage Consultancy L.L.C. "You" means any person who uses the Services, including customers, co-applicants and visitors.

2. The law we follow

We process personal data in line with the UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL) and its implementing rules as they apply to us, and with the record-keeping and customer due diligence duties that apply under UAE anti-money laundering law (Federal Decree-Law No. 20 of 2018, as amended, and its regulations).

3. Personal data we collect

Data you give us

  • Identity and contact: name, date of birth, nationality, phone number, email address, emirate and area of residence, preferred language.
  • Identity documents: passport, UAE residence visa and Emirates ID, including document numbers and expiry dates.
  • Employment and income: employer, job title, start date, salary and allowances, salary certificates, payslips, trade licences for self-employed applicants.
  • Financial information: bank statements, existing loans and credit card limits, other liabilities you declare, and the amount you wish to borrow.
  • Property information: title deeds, Oqood certificates, sale and purchase agreements, property details and photos.
  • Household information you choose to share for an application, such as marital status, number of dependants and details of a co-applicant (you must have their permission to share their data with us).
  • Communications: messages, calls, emails, survey answers and reviews you send us.

Data created when you use the Services

  • Information we read from your documents (see section 5), calculator inputs and reports, pre-approval results, application stage and notes made by your advisor.
  • Bank pre-approval and offer letters that lenders send to us about your application.
  • App and device data needed to run the app securely: device type, operating system, app version, push notification token, sign-in sessions, and security logs. We do not use advertising identifiers and we do not track you across other apps or websites.
  • Message delivery status from messaging providers (for example sent, delivered, failed).

Data from others

  • A real estate agent or partner who introduces you to us, with your agreement.
  • Banks and lenders, about the status and outcome of an application you asked us to submit.
  • Public property records and market data, used to value a property.

We only collect special category data, such as health information, if a lender requires it for an application you ask us to make (for example life insurance), and only with your explicit consent.

4. Why we use your data and our legal grounds

  • To provide the Services you request (assessing eligibility, comparing lenders, preparing and submitting applications, valuations, calculators and reports): to perform our agreement with you and take steps you ask for before entering into it.
  • To share your application with the lenders you choose: your consent, which you give for each submission.
  • To verify your identity, prevent fraud and meet legal duties (anti-money laundering checks, record keeping, responding to authorities): legal obligation and our legitimate interest in protecting customers, lenders and MOVA.
  • To keep you informed about your application, documents that are about to expire and rate alerts you set: performance of our agreement and your settings.
  • To improve and secure the Services (quality checks, analytics in aggregated form, fixing errors): our legitimate interests, balanced against your rights.
  • Marketing and personalised offers, including offers about a property you added: only with your consent, which you can withdraw at any time in the app or by contacting us.

5. Document reading, automation and your control

When you upload a document, we use automated document-reading technology, including artificial intelligence services provided by our processors, to read details such as names, document numbers, dates, employer, salary and property data. We use these details to check that documents are valid, recent and consistent with each other, to suggest updates to your profile and to prepare your application.

Automated checks may flag a document for review, but decisions that matter to you (for example confirming a property as yours when the check is not conclusive, or advising which lenders to approach) are reviewed by a person at MOVA. Information read from a document is only added to your profile after you confirm it. Final credit decisions are made by the lenders, not by MOVA.

6. Who we share your data with

  • Lenders you choose: we share your application and documents only with the banks and finance providers you approve for a submission.
  • Valuation and property service providers needed for a valuation or a transaction you ask us to handle.
  • The agent or partner who referred you, limited to the status of your application (for example "submitted" or "approved"); we do not share your documents or financial details with them.
  • Service providers (processors) who work for us under contract and only on our instructions: cloud hosting and network security, email and messaging (including Meta's WhatsApp Business platform), push notification services (Apple, Google, Huawei and Expo), electronic signature, and artificial intelligence document-reading services (such as Google and OpenAI).
  • Other Wise Networks companies that support the Services, under the same protections as this policy.
  • Authorities, courts and regulators where the law requires it, and professional advisers such as auditors and lawyers.
  • A buyer or successor of all or part of our business, under the same protections.

We do not sell your personal data. Advertisers in the app never receive your personal data; they only receive totals such as impressions and clicks.

7. International transfers

Some of our service providers process data outside the UAE (for example in the European Union or the United States). When we transfer personal data outside the UAE, we do so only as permitted by the PDPL, for example to countries with adequate protection, under contractual safeguards, or with your consent, and we require providers to protect it to the standard described in this policy.

8. How long we keep your data

  • Application files and identity records: for as long as our relationship continues and for at least five years after it ends or after the transaction, as required by UAE anti-money laundering law, or longer if a legal claim requires it.
  • Documents in your app document vault: while your account is active. If you delete a document or your account, we remove it from the vault; copies that form part of a submitted application are kept for the period above.
  • Marketing preferences and consent records: while they are valid and for as long as needed to prove them.
  • Calculator report links expire after 30 days; security logs are kept for a limited period.

When data is no longer needed, we delete it or anonymise it.

9. How we protect your data

We use encryption in transit, access controls based on role, secure storage for documents, time-limited signed links for documents, and logs of who accessed customer records. In the app, your sign-in is kept in your device's secure storage. Your documents are visible only to authorised MOVA staff working on your file; partners and agents cannot see them. No system is completely secure, so please keep your phone and verification codes safe and tell us straight away if you think your account has been misused.

10. Your rights

Subject to the conditions and exceptions in the PDPL, you have the right to:

  • receive information about how we process your data and obtain a copy of it;
  • ask us to correct inaccurate or incomplete data;
  • ask us to erase your data, or to restrict or stop processing it, where we have no legal reason to keep it;
  • object to processing based on our legitimate interests, and to direct marketing at any time;
  • withdraw your consent at any time, without affecting processing that took place before;
  • ask for a review by a person of a decision made solely by automated processing that significantly affects you;
  • request your data in a structured, commonly used format where the law allows; and
  • complain to the UAE Data Office.

You can update most of your details yourself in the app under Profile, turn personalised offers and ads off, and delete your account from the app. For anything else, email [email protected]. We may need to verify your identity before acting on a request, and we will reply within the time the law allows. See also our data deletion instructions.

11. The TruMortgage app: notifications, surveys and ads

The app sends push notifications about your application, documents, pre-approvals, rate alerts you set, promotions such as valuation coupons, and an optional one-question weekly survey. You can switch notifications off in your phone's settings.

The app shows a small ad area with MOVA offers and sponsored offers from partners, clearly labelled as sponsored. Ads may be personalised using data we already hold about you in MOVA: your application stage, whether you have an open application, residency, the purpose of your application and your language. We do not use outside data or advertising identifiers. While you have an open application we do not show you ads from banks. You can turn personalised ads off at any time under Profile; you will then only see ads that are not personalised.

12. Children

The Services are intended for adults who can enter into a mortgage or financial agreement in the UAE. We do not knowingly collect data from children. If you believe a child has given us personal data, please contact us and we will delete it.

13. Changes to this policy

We may update this policy as our Services or the law change. We will show the date of the latest version below and, if the changes are significant, we will tell you in the app or by email before they take effect.

14. Contact us

MOVA Mortgage Consultancy L.L.C, Office 2507, Westburry Tower 1, Business Bay, Dubai, UAE · Email: [email protected] · Web: mova.ae

If this policy is translated, the English version prevails in case of any difference.

Last updated: 18 October 2026