Anti-spam Policy

What is Spam

For the purposes of this policy, "spam" refers to unsolicited bulk electronic communications including emails, SMS messages, and WhatsApp messages sent without the explicit prior consent of recipients. This includes, but is not limited to:

• Commercial email sent to people who did not opt in to receive it
• Messages with misleading subject lines or sender information
• Messages that fail to include a functioning unsubscribe mechanism
• Phishing messages impersonating legitimate entities
• Bulk messaging using harvested, purchased, or scraped contact lists

Prohibited Sending Practices

The following practices are strictly prohibited when using any 118 Dubai communication feature:

• Sending unsolicited commercial email, SMS, or WhatsApp messages
• Using purchased, rented, or third-party email lists without verifiable opt-in consent
• Harvesting email addresses from websites, social media, or public directories for bulk sending
• Disguising the origin of messages or falsifying header information
• Sending messages that contain false or misleading claims
• Operating relay or proxy servers to obscure the origin of messages
• Sending messages to addresses that have previously unsubscribed or opted out

Permitted Sending Requirements

All email, SMS, and WhatsApp communications sent through 118 Dubai products must:

• Be sent only to recipients who have given clear, prior, explicit consent to receive communications from you
• Include your accurate company name and registered address in the email footer
• Include a clear, functional, and easy-to-find unsubscribe link or opt-out mechanism
• Have an accurate and non-deceptive subject line
• Honour unsubscribe requests within 5 business days
• Not include misleading sender information or "From" names

Unsubscribe & Opt-out

All bulk communications sent through 118 Dubai must include a clear and functional mechanism for recipients to unsubscribe. When a recipient unsubscribes:

1. 1The unsubscribe request must be processed within 5 business days
2. 2The recipient must not receive further commercial communications after that period
3. 3Unsubscribe data must be maintained and honoured indefinitely
4. 4Transactional messages (receipts, booking confirmations) may continue if the underlying service relationship continues

Enforcement

We actively monitor sending patterns on our platform for signs of spam activity. Our automated systems flag unusual sending volumes, high bounce rates, and elevated spam complaint rates.

If your account is flagged, our Trust & Safety team will investigate. Accounts confirmed to be sending spam may be:

• Suspended pending investigation
• Required to implement double opt-in and list hygiene before reinstatement
• Permanently terminated for repeated violations
• Reported to the UAE TRA or international anti-spam bodies (e.g., Spamhaus)

Applicable Laws

Our anti-spam practices are designed to comply with the following regulations:

• UAE Federal Law No. 1 of 2006 — Electronic Transactions and Commerce
• UAE TRA Anti-Spam Regulations — UAE Telecommunications Regulatory Authority
• UAE Federal Cybercrime Law (No. 34 of 2021)
• EU GDPR — For communications to EU residents
• US CAN-SPAM Act — For communications to US recipients
• Canada CASL — For communications to Canadian recipients

Reporting Spam

If you have received unsolicited communications that appear to originate from 118 Dubai products, please report them to us immediately: