Privacy policy

1. Who processes your data

The data controller is Monolit Ecom Distribution FZCO (Dubai Airport Freezone (DAFZA), Dubai, UAE).

Send data protection enquiries to logistics@monolit.ae marked "Personal data" — we are required to respond within the period set by law.

2. What data we process

What we hold depends on what you do.

• Website enquiry: name, phone number, subject, message text, interface language, date and time, and IP address as a technical record that the form was sent.
• Shipment intake: sender and recipient names and contact details, the recipient’s delivery address, a description of the contents (document type and what it is), and the declared weight.
• Customs clearance: details of the goods and their value, plus any document required by the customs authority of the destination country. What is required here is determined by customs, not by us.
• Online payment: amount, currency, payment status and payment session identifier. Card details are entered with the payment provider and never reach this website — we do not see or store them.
• Tracking: booking reference and shipment status history, received from our logistics partner once the shipment has been handed to carriage.
• Pickup-point search: the city you type on the "Locations" page is sent to our partner pickup-point directory to search it — without linking it to your name or any other data you have entered on the site.

3. Why, and on what legal basis

We process data only for the purposes below.

• Performing the contract of carriage — intake, transport, customs clearance and delivery. Basis: performance of a contract with you.
• Answering your enquiry. Basis: your consent, given when you submit the form.
• Meeting legal obligations — customs declaration, accounting and tax records, responding to lawful requests from authorities. Basis: legal obligation.
• Handling claims and disputes, including proof of delivery. Basis: the Company’s legitimate interest and performance of the contract.
• Protecting the website from automated abuse through request rate limiting. Basis: the Company’s legitimate interest.

We do not use personal data for profiling or automated decision-making, and we do not sell it to third parties.

4. Who we share data with

Data is shared only with those without whom the service cannot be delivered, and only to the extent needed.

• The customs broker — an official customs partner of the Company — to declare the shipment.
• Our logistics partner in the destination country — once a Company staff member has confirmed intake of your shipment, the sender’s and recipient’s name and phone number, and the delivery address, are passed to the partner to create the actual carrier waybill, transport the shipment and hand it over. Before intake is confirmed, this data is not shared with the partner — the booking is held by us alone.
• The payment provider — to take an online payment.
• Government authorities in the UAE and the destination country — to the extent required by law.
• OpenStreetMap Foundation — a non-profit mapping service that renders the map on the "Locations" page. Your IP address is visible to OpenStreetMap when map images load, the same as loading any image from an external site; none of the data you enter on this site (name, phone, address) is sent to it. See the Cookie Policy, section 4, for detail.

Carriage by definition means transferring recipient data outside the UAE, to the destination country. Delivery is impossible without it, and by sending a shipment you acknowledge this.

5. Cookies

This website uses no analytics, advertising or third-party tracking cookies. We load no external counters and no advertising pixels.

There is one technical cookie: a login session for the internal area used by Company staff. It is set only after successful authentication, is not readable by JavaScript, and has nothing to do with website visitors.

This is why there is no cookie consent banner: strictly necessary technical cookies do not require consent. If analytics are ever added, a banner and a real choice will be added with them. See the separate Cookie Policy.

6. How long we keep data

Shipment and payment data is kept for as long as needed to deliver the service, handle any claim, and satisfy mandatory retention requirements for customs and accounting records in the UAE.

Enquiries sent through the website are kept until the correspondence is closed and for a reasonable period afterwards, so context can be recovered if you contact us again.

Once retention periods expire, data is deleted or anonymised.

The specific retention period for each data category is subject to review by legal counsel and will be stated here — mandatory customs and accounting retention periods are set by law and cannot be shortened on request.

7. Your rights

In relation to your own data you may:

• find out what data about you is being processed;
• have inaccurate data corrected;
• withdraw consent where processing is based on consent — for example, a website enquiry;
• request deletion where there is no legal obligation to retain;
• object to processing based on legitimate interest;
• complain to the competent UAE data protection authority.

Withdrawing consent does not affect the lawfulness of processing already carried out, and cannot recall information already submitted to customs authorities as part of clearing a shipment.

8. Security

Only staff who need access for their work have it. Traffic between your browser and this website is encrypted.

No set of measures is absolute. If a breach affecting your data occurs, we will notify you and the competent authority in the manner and within the timeframes required by law.

9. Children’s data

These services are not intended to be ordered independently by anyone under 18. We do not knowingly collect children’s data. If a child’s data has reached us, tell us and we will delete it unless we are legally required to retain it.

10. Changes to this policy

The current version is always published on this page with its update date and version number. Substantive changes are reflected in the version number.