---
title: "Privacy Policy — DualLine"
description: "How DualLine collects, uses, shares, retains and deletes personal data across its mobile application and website."
canonical: "https://dualline.co/privacy"
---

Privacy

# Privacy Policy

This policy identifies the DualLine data controller and explains what we process, where it comes from, why it is needed, which providers receive it and how to exercise your rights.

Effective   October 1, 2026

On this page

## 1. Scope and data controller

This policy applies to the DualLine mobile application, the website at  [dualline.co](https://dualline.co/)  and support interactions relating to those services. The data controller is  THA MOTORS TRADING - FZCO , Dubai Digital Park, Dubai Silicon Oasis, Building A1, Dubai, United Arab Emirates. "DualLine", "we", "us" and "our" refer to that company.

Privacy questions and requests can be sent to  [support@dualline.co](mailto:support@dualline.co)  or by post to the address above. The website provides public information and account access for eSIM purchases; the same DualLine account works in the mobile app. This policy should be read with the  [Terms of Use](https://dualline.co/terms) .

## 2. Sources of information

We receive information:

- directly from you when you register, choose a service, send a message or contact support;
- automatically from the app or device when it authenticates, requests a service, receives a notification or reports a failure;
- from the sign-in provider you choose, selected during sign-in;
- from app stores and payment/subscription processors about purchases, subscription status, refunds and transaction security; and
- from communications and eSIM service providers about number assignment, routing, delivery, activation details, usage, status and abuse signals.

We do not obtain data from data brokers. To choose a recipient for a call or message, you can tap the contact picker. Only after that action does the app request optional contacts permission. Once permission is granted, the native picker lets you select one contact. The app locally reads only that selected contact's phone numbers. If the contact has multiple phone numbers, you choose one. Only the final number you select fills the existing call or message field. The app does not enumerate your address book in the background or sync, store or upload it. You can always enter a phone number manually. When you use the eSIM features, the app may ask for location access to place plans for your current country first. It uses one low-accuracy lookup while the app is open and keeps neither coordinates nor a location history in DualLine or on our servers. The operating system’s geocoding service may process coordinates to return a country code. It does not request photos, files or advertising identifier. Any other new optional permission or category of data is disclosed before collection.

## 3. Information we handle

### Account and preferences

We handle your account identifier, email address, sign-in method and, where supplied by Google or another authentication provider, your name. We also handle app language, theme and notification choices. We do not receive the clear-text password used for account authentication.

### Numbers, messages and counterparties

We handle assigned DualLine numbers, country, line status and renewal information. For messages, we handle the other party's phone number, message content, direction, status, timestamps, cost, provider identifiers and spam or abuse indicators. A message may contain personal data about both you and its sender or recipient.

For voice calls, we handle the other party’s number, call direction and outcome, start and end times, duration and cost to provide call history and billing.  We do not record, listen to or store call audio and do not produce transcripts.

### One-time verification codes

When you buy a one-time code, we handle the selected service and country, the temporary number rented from the code provider, the code received on that number, price, order status and provider operation identifier. The number is temporary and returned to the provider. We do not send your DualLine account identifier, email or identity data to the temporary-number service.

### Purchases and balance

We handle subscription status, product and transaction identifiers, purchase and refund events, in-app balance and ledger entries needed to deliver entitlements and reconcile charges. Our subscription processor receives a DualLine account identifier and store-transaction data for store purchases. For a travel eSIM order, we handle the selected package, order and delivery status, activation details and limited payment and refund identifiers. Our payment processor handles the eSIM payment and our connectivity partners deliver the eSIM. DualLine does not receive or store a complete payment-card number.

### Device, security, diagnostics and support

We handle device platform, app version, push-notification token, app-integrity and authentication events, rate-limit and security signals, crash reports and diagnostics. Crash reports may include technical identifiers and device state associated with a failure. We also handle information you choose to include in a support request. Do not send passwords, full payment-card details or unnecessary third-party message content.

App analytics is separate from website analytics. Where the app’s optional usage analytics is available, it stays off until you opt in in the app and can be turned off there. The website analytics setting described below is a separate browser preference, separate from the app setting.

## 4. Purposes and legal bases

Depending on the data and your location, we rely on the following bases:

- Contract:  to create and secure an account, assign a number, route messages and codes, provide history, operate subscriptions and balance, and deliver support you request;
- Legitimate interests:  to prevent fraud, spam and abuse, secure accounts and networks, diagnose failures, maintain service reliability and establish or defend legal claims, after considering the effect on your rights;
- Legal obligation:  to meet telecommunications, numbering, sanctions, accounting, tax, consumer-protection, app-store and lawful authority requirements; and
- Consent:  where law requires it for an optional permission or communication, such as enabling device notifications. You may withdraw consent without affecting earlier lawful processing.

We do not use message content or communication details for targeted advertising. We do not sell personal information, rent it, or share it for cross-context behavioral advertising. The current app has no advertising SDK.

## 5. Service providers and other disclosures

We disclose only the data reasonably needed for the stated role:

- Cloud infrastructure and optional app analytics:  authentication, database, cloud functions, app integrity, push notifications, crash diagnostics and, only after app opt-in where available, app analytics;
- Number and communications providers:  number search and assignment, SMS routing and delivery, provider status, network security and abuse prevention;
- Temporary-number providers:  temporary number rental and delivery of separately purchased one-time codes, without your DualLine account identifier;
- Subscription processors:  store-entitlement, subscription, purchase and refund processing;
- Apple and Google:  sign-in where selected, app distribution, store billing, refund decisions and store integrity; and
- Payment and eSIM service providers:  respectively, payment processing and fulfilment for travel eSIM orders in the app or on the website; and
- professional advisers and support, security or infrastructure vendors bound by confidentiality and data-protection duties.

When you ask a store to refund a purchase, the store may ask us about it before deciding. We answer with facts about that purchase only — delivery, how much of it had been used, account age, and that account’s purchase and refund history. The  [Refund and Cancellation Policy](https://dualline.co/refund-cancellation)  explains the information relevant to a store request and the separate eSIM route.

Participating carriers, networks, senders and recipients necessarily receive routing and communication data. We may also disclose information where required by a valid legal request or reasonably necessary to protect users, networks, rights or safety, and to a successor during a merger, financing, reorganization or sale subject to applicable law and continued protection. We review legal demands and disclose only what we reasonably believe the law requires.

## 6. Retention and deletion

We use different periods because a message, a security event and a paid transaction serve different purposes. Account, assigned-number, conversation and code-order data is kept while needed to provide the active service. In-app deletion removes the active authentication account and primary account data straight away; a support request is actioned without undue delay. Any remaining operational copies are handled under the limited exceptions below.

- Message content, counterpart numbers and conversation references are erased during account deletion; only scrubbed message-accounting information may remain where needed to close or prove a transaction. Records used to look up the account’s messages and code orders are also deleted.
- Account access disconnects when deletion runs. An assigned number is submitted for closure. If needed, the closure request is retried until the provider confirms it; closure is not immediate.
- Records of service-status updates received from communications providers are kept only as needed to process those updates.
- Purchase identifiers, ledger entries and limited accounting records may remain for store reconciliation, refunds, disputes and the period required by tax or accounting law.
- Security counters, fraud-prevention records, deletion-request evidence, protected backups and infrastructure logs expire on separate schedules or remain for the period reasonably necessary to prevent repeated abuse, demonstrate compliance or meet law.

A remaining record can still be linkable through an account identifier, assigned line, transaction or provider identifier, or deletion-request identifier. While linkable, we treat it as pseudonymous personal data, not anonymous, and limit it to settlement, provider closure, legal, tax, claims or abuse-control criteria, as applicable.

A legal hold, fraud investigation, unresolved charge, provider release or lawful retention duty may delay deletion of the affected limited record. Where possible, we remove or separate content and direct identifiers while retaining only what the purpose requires. Providers may also retain limited records under their own legal duties. Data that has been irreversibly anonymized is no longer personal data.

## 7. Your choices and privacy rights

You can change app preferences, withdraw notification permission in device settings, cancel a store subscription through the store and delete your DualLine account in the app. You can also start deletion without reinstalling the app through the  [account deletion page](https://dualline.co/account-deletion) .

Depending on applicable law, you may request access, correction, deletion, restriction, objection, portability or withdrawal of consent. You may object to direct marketing, although DualLine does not currently send promotional marketing through the app. Where applicable, California residents may also request the categories and specific pieces of information handled and receive equal service after exercising a right; we do not sell or share personal information for behavioral advertising. European and UAE users may complain to the competent data-protection authority.

Email  [support@dualline.co](mailto:support@dualline.co) , preferably from the registered address, and describe the request. We may verify identity and authority before acting and may refuse or limit a request only where law permits, including to protect another person's data. We respond within the period required by applicable law; where the GDPR applies, this is normally one month. We do not discriminate against you for exercising a privacy right.

## 8. Website data, cookies and tracking

Website sign-in uses the same account service as the app. It stores the sign-in session in your browser so you can return to your account. An unfinished eSIM purchase stores only the account, package and request identifiers needed to resume the same order. Activation details and payment credentials are not saved in that retry record. Google processes browser and security signals to protect account and purchase requests. Our payment processor handles payment details; DualLine does not receive a complete card number. Account, checkout and private eSIM pages do not run website analytics.

Website analytics is disabled. It does not use advertising cookies, advertising trackers or behavioral analytics. Public information pages store your theme preference in local browser storage when you select a theme. Account and purchase storage is described above. Hosting and security infrastructure may process standard request data such as IP address, browser, requested URL, timestamp and security signals to deliver and protect the site.

If non-essential analytics, advertising technology or a cookie requiring consent is introduced, this policy and any legally required consent control will be updated before that technology is used.

## 9. Security and international transfers

We use measures appropriate to the data and risk, including authenticated service calls, restricted database rules, role-based access, encrypted transport, provider-signature checks, rate limits and logging designed to avoid unnecessary message content. No internet or storage system can be guaranteed completely secure. We will notify affected people and authorities of a personal-data breach where applicable law requires it.

DualLine is based in the United Arab Emirates and its providers and communications networks may process data in the United States, European Union and other countries. Where required, we use contractual protections and lawful transfer mechanisms, such as standard contractual clauses or a provider's approved transfer framework, and assess the service and destination. You may ask us for information about the applicable safeguard.

## 10. Automated safeguards and account review

DualLine uses automated rate limits and risk or spam indicators to protect accounts, communications networks and provider budgets. These controls can delay, block or flag a message, code order, activation or account action. We do not use your data for solely automated decisions that produce legal or similarly significant effects. If you believe a protection incorrectly restricted your account, contact support and request review.

## 11. Children

DualLine is not directed to children and accounts are restricted to people aged 18 or older. We do not knowingly collect personal information from a child. If you believe a person under 18 has created an account or submitted information, contact us so it can be reviewed and removed as appropriate.

## 12. Changes, questions and complaints

We may update this policy when the product, providers or law changes. The effective date will change. Material changes will be announced in advance through the app, email or another prominent channel where required, and consent will be requested when the law requires it. The policy applicable when data was collected continues to govern earlier processing unless a lawful update applies.

For a privacy request, question or complaint, email  [support@dualline.co](mailto:support@dualline.co) , visit  [DualLine Support](https://dualline.co/support) , or write to THA MOTORS TRADING - FZCO, Dubai Digital Park, Dubai Silicon Oasis, Building A1, Dubai, United Arab Emirates. We will investigate privacy complaints and explain the outcome, subject to legal restrictions.

 [Account and data deletion options](https://dualline.co/account-deletion)