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Privacy Policy

Table of Contents

UDEI recognizes that privacy is important. This privacy policy sets out how UDEI uses and protects information relating to users of the Site who are not registered on the Site (each, a “Visitor“) and registered users (each, an “Authorized User“) who make use of the various services offered by UDEI  (collectively, the “Services“).

We will comply with the provisions of Law No. (13) of 2016 regarding personal data privacy protection (the “Data Privacy Law”) and will use our reasonable efforts to meet our obligations under the Data Privacy Law.


For the purpose of business communications, administration and effecting transactions, we may collect your personal information.

Use of Information ​

We may use the information you provide us for a range of reasons in connection with our business, which includes: (1) processing your payments or applications, (2) providing you with services, (3) billing you or administering your account, (4) dealing with requests, enquiries or complaints and other customer care related activities, (5) carrying out market and product analysis and marketing our services generally, (6) contacting you about our services, (7) in connection with the restructuring of UDEI’s business, (8) carrying out any activity in connection with a legal, governmental or regulatory requirement on us or in connection.

with legal proceedings, crime (including electronic crime), fraud, detection or prosecution, and (9) to customize the Site.

We will not use your information for purposes other than described above unless we have your consent or to comply with the provisions of the Data Privacy Law.

We may monitor or record of your calls, e-mails or SMS’s for business purposes to the extent permitted by law, such as for example quality control and training for the purposes of marketing and improving the services. However, in these situations, we will not disclose information that could be used to personally identify you.

Sharing of Information ​

We reserve the right to share information about our Visitors and Authorized Users with: (1) our affiliates and subsidiaries (who may use and disclose your information for the same purposes as us), (2) if someone else pays your bill (e.g. your employer), that person, (3) any of our service providers for purposes related to providing you with district cooling services, and (4) any Governmental body or regulatory authority in order to comply with the provisions of the Data Privacy Law. We also offer the opportunity to “opt out” of receiving information or being contacted by us. Visitors and Authorized Users may opt out of receiving unsolicited information from or being contacted by us by responding to emails as instructed in the relevant email or advertisement.

We will not disclose without your consent your personal information to third parties, other than those who have contracted with UDEI to keep the information confidential, or who are subject to obligations to protect your personal information.

Acceptance and Withdrawal ​

By visiting our Site and/or providing us with your personal information, you have consented to the collection, use or disclosure of information as set out above. Should you wish to withdraw consent for the use or disclosure of this information you must so advise UDEI .

Access to Personal Information ​

You may make a written request to UDEI using the email address provided below for access to your personal information and the purpose it has or is being used. UDEI will advise whether it has your personal information record, whether it is providing access to all or part of the record and when and how access will be given, if applicable. An estimate of any cost for access will be provided.

Correction of Personal Information ​

We endeavor to maintain accurate, up to date information on you. You may make a written/email request to our Customer Service Department for the correction of your personal information.

Security of Personal Information ​

We will take reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete, up-to-date and stored in a secure environment protected from unauthorized access, modification or disclosure.

Upon your request, UDEI will provide access to your personal information we hold, except in certain prescribed circumstances, including emergency situations, specified business imperatives and law enforcement or other situations referred to in the Data Privacy Law. To seek copies of your personal information, you can visit one of our Customer Service offices or contact Customer Service on the number indicated below. There may be a charge imposed for accessing copies of your information.

Online Security ​

Upon the first registration on the Site, Authorized Users will be able to generate a unique username and password to be used by the Authorized Users to log into their personal account in order to process payment for any of the services provided by UDEI. Authorized Users are advised to keep their log-in details secret and not disclose or communicate them to any person.

To ensure secure online payment and all other transactions of personal data, our website uses a technology called SSL (Secure Socket Layer). SSL encrypts all communications between your computer and our server so that the information can only be read and understood by us.

A closed lock in your browser window shows a secure connection. For further information, please consult your browser’s security specifications. If your browser is equipped with SSL your transaction will automatically be secured.

The common standard in the Internet to signal a secure site is a closed lock of the browser. As long as the lock is displayed closed your information is secure and encrypted to avoid abuse.

Cookies are used for a variety of reasons. We use Cookies to obtain information about the preferences of our Visitors. We also use Cookies for security purposes to protect our Authorized Users.

We audit our security systems and processes on a regular basis. Sensitive information is protected by encryption protocols, in place to protect information sent over the Internet. While we take commercially reasonable measures to maintain a secure site, electronic communications and databases are subject to errors, tampering and break-ins, and we cannot guarantee or warrant that such events will not take place and we will not be liable to Visitors or Authorized Users for any such occurrences.


Records pertaining to a Complaint are the property of UDEI and shall be retained in compliance with applicable law and subject to any required safeguard that ensure your confidentiality and, when applicable, your anonymity.

Changes to Privacy Policy ​

We reserve the right to amend or modify this Privacy Policy at any time to comply with any implementation regulation or amendment to the Data Privacy Law or the enactment of new legislation.

If you have any questions or concerns about this Privacy Policy please feel free to contact Customer Service by calling +974 4496 0544 or emailing at