Scope of this Policy
This Abuse Policy applies to all users of 118 Dubai products and services, including 118 PMS, 118 Accounting, 118 CRM, and all associated web services and APIs operated by 118 Technology FZE.
Abuse refers to any use of our services that violates these policies, our Terms of Service, applicable UAE law, or that is intended to harm other users, third parties, or our infrastructure.
Prohibited Activities
The following activities are strictly prohibited and constitute abuse of 118 Dubai services:
- Spam & Unsolicited Communications — Sending bulk unsolicited emails, SMS, or WhatsApp messages through our platform. See our Anti-Spam Policy for details.
- Phishing & Fraud — Impersonating 118 Dubai or other legitimate entities to deceive users or obtain sensitive information
- Malware & Exploits — Distributing viruses, ransomware, or other malicious code through our systems
- Unauthorised Access — Attempting to access accounts, data, or systems without authorisation
- Data Scraping — Systematically extracting data from our platforms using automated tools without permission
- Denial-of-Service Attacks — Attempting to overwhelm our systems or services
- Illegal Content — Storing or distributing content that violates UAE Federal Law
- Harassment — Using our communication features to harass, threaten, or intimidate other users
- Circumvention — Attempting to bypass usage limits, security controls, or billing systems
Reporting Abuse
If you believe that 118 Dubai services are being abused, or if you have received unsolicited communications originating from our platform, please report it immediately:
When reporting abuse, please include as much detail as possible: timestamps, email headers, screenshots, IP addresses, or any other relevant information that will help us investigate.
Our Response Process
Upon receiving an abuse report, our Trust & Safety team follows this process:
- 1Acknowledgement of report within 24 hours
- 2Initial triage and severity classification within 48 hours
- 3Investigation and evidence collection
- 4Remedial action (suspension, termination, or legal referral) as appropriate
- 5Reporter notification of outcome where legally permissible
We treat all abuse reports confidentially. The identity of reporters will not be shared with the subject of the investigation.
Consequences of Abuse
Depending on the severity and nature of the abuse, consequences may include:
- Immediate suspension of the affected account pending investigation
- Permanent account termination without refund
- Restriction of specific features or capabilities
- Reporting the activity to UAE law enforcement authorities (Federal Cybercrime Law, UAE Federal Law No. 34 of 2021)
- Civil legal action to recover damages
Abuse Contact
Our dedicated abuse contact is abuse@118dubai.com. This address is monitored 24/7 by our Trust & Safety team. For urgent security matters, please also contact security@118dubai.com.