Active Games Group

Switchboard Privacy Policy

Last updated 8 August 2026

Switchboard is the internal application our reservations and customer support teams use to read and answer messages that guests send to our venues’ social accounts. It is a staff tool. It is not a product offered to the public and it has no consumer sign-up.

Who is responsible

Switchboard is operated by Active Games Group, which runs the Chaos Karts, Hyper Tag, PAC-MAN Live and Active Games venues in the United Arab Emirates. Contact us at info@activegames.ae.

What we collect, and only when you message us first

We receive information about you only after you send a message to one of our own social accounts. We do not buy contact lists and we do not message people who have not contacted us.

• Your message. The text you send, any attachments, and the time it was sent.
• A scoped account identifier. The platform gives us an identifier that is unique to you for our application only. It cannot be used to find you elsewhere.
• Your public display name and profile picture, so staff can see who they are talking to rather than a number.
• Our replies, and which staff member sent them.

We do not collect your password, payment details, contact list, or anything from your account beyond the conversation you started.

Why we hold it

To answer your question, take or amend a booking, resolve a complaint, and keep a record of what was agreed so a different member of staff can pick the conversation up without asking you to repeat yourself.

Automated assistance

We use an AI model to draft replies and to route your message to the right team. The conversation text is redacted before it is sent for analysis.

Some WhatsApp replies are sent automatically. Where that is switched on, the assistant may answer routine questions such as opening hours, pricing and availability without a person reading your message first. On Instagram and email a member of staff writes or approves every reply before it is sent.

You can ask to speak to a person at any time and we will hand the conversation to our team. No automated system makes a decision about you that has a legal or similarly significant effect: refunds, complaints, safety matters and anything involving payment are always handled by a person.

Who else sees it

Your conversation is visible to the members of staff assigned to that venue’s inbox. We do not sell personal information and we do not share it for advertising. We use a small number of service providers who process data strictly on our instructions:

• a hosting provider, to run the application;
• a managed database provider, to store it;
• an AI provider, to produce the draft replies described above.

Conversations from one venue are never combined with another organisation’s data.

How long we keep it

Conversations are retained while they are operationally useful and then deleted. Raw delivery records from the messaging platform are held briefly for reliability and are purged automatically. You can ask us to delete your conversation sooner at any time.

Your choices

You can ask us for a copy of your conversation, ask us to correct it, or ask us to delete it. See our data deletion instructions. You can also stop the conversation at any time by telling us so, or by blocking the account in the messaging app you used — we will receive nothing further.

Children

Our venues welcome children, but Switchboard is intended for correspondence with adults making bookings and enquiries. We do not knowingly solicit messages from children.

Changes

If we change how we handle your messages we will update this page and the date above.