Secure
We hold your data securely, using industry-standard encryption and rigorous access controls.
Selective
We share only where you agree, and only with trusted partners essential to your journey.
Your Control
You may update, delete, and access your data at any time by contacting us directly.
This policy covers how Zambia Luxury Lodge Collection Pty Ltd and all associated groups collect, use, disclose, transfer and store your data. We are Zambia Luxury Lodge Collection Pty Ltd of 9th Street, Houghton Estate, Johannesburg, 2198. Our official website is zambialuxurylodges.com.
Introduction
Please read the following information carefully. If you book on behalf of others, you are responsible for ensuring that they are aware of the content of this Privacy Policy and agree with you supplying their personal data to us to make a booking or enquiry.
By making a booking or enquiry, you agree to the transfer, storage and processing of your data as necessary. We will take all reasonable steps to ensure your data is treated securely and in accordance with this policy.
Important: If you do not agree with this policy, we cannot accept your booking, and you should not use this website. Your continued use of our services constitutes acceptance of this policy in its entirety.
The Personal Information We Collect
The personal data we collect will include your name, address, email address, telephone number, date of birth, and personal travel arrangements. In addition, we may also be required to obtain your ID or passport details to pass to overseas authorities which require Advanced Passenger Information.
We will need to collect this information to arrange the travel and other services you request. In some cases, we may also need to collect more sensitive personal data, such as information concerning medical conditions, disabilities and special requirements such as dietary requests which may disclose your religious beliefs, so as to be able to consider your particular needs in relation to a booking.
| Data Type | Examples | Purpose |
|---|---|---|
| Identity Data | Name, date of birth, passport/ID number | Booking confirmation, immigration requirements |
| Contact Data | Address, email, telephone number | Communication, itinerary delivery |
| Travel Data | Flight details, preferences, travel history | Arrange and manage your safari arrangements |
| Sensitive Data | Medical conditions, dietary needs, disabilities | Meet special requirements; handled with extra care |
| Financial Data | Banking details (refunds only) | Process refunds; retained 7 years for audit purposes |
We do not collect or store credit cards or banking details when clients pay for our product or service. Banking details may be collected only if a refund is required. No other records of your banking details will be stored.
How We Use Our Travellers' Personal Information
We use your personal information to:
Fulfil our contract with you and deal with your booking or intended booking, including processing your booking, sending you your itinerary or other details relating to your booking.
Update you on changes to your travel itinerary — for example, if there is a change to your booking pre-travel, or if a flight is delayed or cancelled.
Manage your wider travel or services requirements, including liaising with and transferring your data to airlines, service providers and travel facilitators so that they can facilitate your booking and minimize any disruption.
Personalize the service and offers you receive, by being aware of previous travel experiences, transactions or preferences, and tailoring the way we provide our products or services to you based on your profile.
Communicate and interact with you at different times throughout your journey.
Communicate with airlines, transfer providers, accommodation providers and other parties regarding your experience, preferences, compliments or complaints.
Improve the products and services we offer or help us to create new ones.
Conduct customer satisfaction surveys to obtain a better understanding of how we can continue to improve. During these surveys we may collect personal information relating to your thoughts and comments about your experience with us.
We do not generally collect special categories of personal information from you, but where we do, we seek to minimize the collection and use of it and handle it with extra care. Where you or any passenger provides us with special categories of personal information, you agree that you have voluntarily provided such information and consent for us to use it for the purposes for which it was collected.
How We Use Consumers' Personal Information
In addition to the uses described in Section 03, we also use personal information to:
Market our products and services to you in accordance with your stated preferences.
Personalize the service and offers you receive, tailoring the way we provide our products or services based on your preferences, previous travel experiences and profile.
Legal, Compliance & Crime Prevention
We process your personal information to meet our legal, compliance and regulatory obligations, to respond to valid legal claims, summons or regulatory orders, and to protect our property, rights and interests as well as those of other persons.
We also process your personal information for crime prevention and detection purposes, including the prevention of fraud for online payments, for identity verification, and for accounting or audit purposes. In each case, we do so in compliance with applicable laws.
Personal Information from Third Parties
We collect personal information from third parties who you have authorized to provide your personal information to us — for example, your travel agent, travel companion, travel coordinator, our promotion partners, social media and other digital websites. We also collect personal information from individuals who may refer you as a friend to our products or services, and we ask these individuals to confirm that you are happy to hear from us.
Legal Basis for Using Your Personal Information
We will only collect, process, use, share and store your personal information where we are satisfied that we have an appropriate legal basis to do so. This may be because:
Contract performance: We need to use your personal information to perform a contract or take steps to enter into a contract with you — for example, to manage your booking, process payment, or complete your travel arrangements.
Legitimate interests: We need to use your personal information for our legitimate interests as a commercial organization. For example, we may capture your interactions with our website to identify errors and ensure your customer experience meets expectations. In all such cases, we will look after your information in a way that is proportionate and respects your privacy rights.
Legal obligation: We need to use your personal information to comply with a relevant legal or regulatory obligation that we have.
Consent: We have your consent to use your personal information for a particular activity — for example, where you consent to us sharing special offers with you which we think may be of interest.
Sharing Your Personal Information with Others
We share your personal information in the manner and for the purposes described below:
Service providers and business partners: With third parties who help us manage our business and deliver our products and services. These third parties have agreed to confidentiality obligations and use any personal information we share with them solely for the purpose of providing the contracted service. They include IT and back-office system providers, fraud and security detection services, customer support providers, communications managers, marketing and advertising specialists, and payment verification companies.
Banks and payment providers: To authorize and complete payments made in connection with your booking.
Government and regulatory bodies: With governments, government organizations, border control agencies, regulators, law enforcement, and others as permitted or required by law, including in relation to Advanced Passenger Information requirements when travelling to or from a particular country.
Travel suppliers: With third parties whose products or services you are purchasing, such as airlines, tourism agencies, hotels, lodges, transfer companies, and tour and excursion providers. This also includes travel agents, where there is a problem with your booking.
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Marketing & Preferences
Marketing, Profiling & Analytics
We may use personal information to let you know about our products and services that we think may be of interest to you. This may be based on your preferences, derived from cookies, inferred from your interactions with us including on our social media accounts, or from market research.
We also work with social media and other digital websites to provide you with relevant advertisements within those websites. The social media websites will not identify you or share other personal information from your social media account with us.
We will only send you direct marketing in accordance with your marketing preferences. We may contact you by email, social media, or through other communication channels that we think you may find helpful.
Managing Your Marketing Preferences
To protect your privacy and ensure you have control over how we manage marketing:
We will take steps to limit direct marketing to a reasonable level and only send you communications we believe may be of interest or relevance to you.
You can click the "unsubscribe" link at the bottom of any email you receive from us, or contact us directly, to be removed from the relevant marketing list.
If you do not want to receive our advertisements within social media or other digital websites, you can manage your preferences within those websites directly.
Please note: If you unsubscribe from all marketing communications, we may be unable to notify you of tailored offers. However, you will still receive operational and service messages regarding your booking, as well as responses to any enquiries made to us.
Transferring Personal Information Globally
We operate in several countries and work with third parties around the world, which means your personal information may be transferred and stored in countries outside your country of residence. Some of these countries may be subject to different standards of data protection.
We will take appropriate steps to ensure that transfers of personal information are in accordance with applicable law, and we only transfer personal information to another country where:
We are satisfied that adequate levels of protection are in place to protect your information.
The transfers are fully managed to protect your privacy rights and interests and are limited to countries that are recognized as providing an adequate level of legal protection, or where we are satisfied that alternative arrangements are in place to protect your privacy rights.
When we transfer your personal information to third parties, we obtain contractual commitments from them to protect your personal information.
Where we receive requests for information from law enforcement or regulators, we carefully review and validate these requests before any personal information is disclosed.
In the event your personal information is transferred to a foreign jurisdiction, it may be subject to the laws of that jurisdiction, and we may be required to disclose it to the courts, law enforcement or governmental authorities in those jurisdictions. You have a right to contact us for more information about the safeguards we have put in place.
How We Protect & Store Your Personal Information
Protection of Your Personal Information
We are implementing and maintaining appropriate technical and organizational security measures, policies and procedures designed to protect the personal information you share with us and to safeguard the privacy of such information. These measures include:
Placing confidentiality requirements on our staff members and service providers.
Destroying or permanently anonymizing personal information if it is no longer needed for the purposes for which it was collected.
Following security procedures in the storage and disclosure of your personal information to prevent unauthorized access to it.
Using secure communication channels on our website such as SSL (Secure Sockets Layer) for transmitting data sent to us — industry-standard encryption protocols used to protect online transaction channels.
Storage of Your Personal Information
We keep your personal information for as long as it is reasonably necessary for the purposes for which it was collected:
| Data Category | Retention Period | Reason |
|---|---|---|
| Name, email, country of residence | Ongoing (marketing database) | Future marketing communications |
| Passport details, dietary requirements | 3 months after travel | Sensitive data; minimised retention |
| Financial transaction records | 7 years | Audit and bank FICA compliance |
| Complaint or litigation records | Extended as required | Legal claims and accurate dealings record |
In some circumstances we may store your personal information for longer periods of time, for example where we are required to do so in accordance with legal, regulatory, tax, or accounting requirements.
Cookies
A "cookie" is a small computer file which is downloaded to your device. It collects information as to how you navigate our website and the internet and helps us provide better website services to you.
Cookies may collect personal information about you. Cookies help us:
Remember information about your visit to our website, such as your departure point, and other settings and searches.
Understand who has seen which webpages and how frequently, and determine which are the most popular areas of our website.
Operate our website more efficiently and make your next visit easier by customizing your view of the website to reflect your preferences and activities.
Tailor our marketing and advertisements to you on our website, other websites you visit, social media websites, and your other devices.
Your Legal Rights
You have certain rights in relation to your personal information. In order to exercise your rights, we may ask you for additional information to confirm your identity and for security purposes. You can exercise your rights by emailing us at reservations@zambialuxurylodges.com. We will make every reasonable effort to honour your request within 30 days.
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Right to access
You have a right to request a copy of the personal information we hold about you and to be informed of: the source of your data; the purposes, legal basis and methods of processing; the data controller's identity; and the businesses to whom your data may be transferred.
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Right to erase
You have a right to request that we rectify inaccurate personal information. You may also request erasure where data is no longer needed for its original purpose, you have withdrawn consent, it has been processed unlawfully, or erasure is legally required.
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Right to object
You can object to any processing based on our legitimate interests if you believe your fundamental rights and freedoms outweigh those interests. You can also request that we stop contacting you for marketing purposes or transferring your data to unaffiliated third parties for direct marketing.
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Right to safeguards
You can ask to obtain a copy of, or reference to, the safeguards under which your personal information is transferred outside of the European Union. We may redact data transfer agreements to protect commercial terms.
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Right to restrict processing
You can ask us to restrict processing of your personal information where its accuracy is contested; processing is unlawful, but you do not want it erased; it is no longer needed for its original purpose; or you have exercised your right to object and verification is pending.
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Right to lodge a complaint
You have a right to lodge a complaint with the Information Commissioner's Office (or the relevant supervisory authority in your jurisdiction) if you have concerns about how we are processing your personal information.
We may not always be able to fully address your request — for example, if it would impact on the duty of confidentiality we owe to others, or if we are legally entitled to deal with the request in a different way.
DATA PROCESSING SCHEDULE
Definitions
Data Protection Legislation means all applicable data protection and privacy legislation in force from time to time including the General Data Protection Regulation ((EU) 2016/679); the Data Protection Act 2018; the Privacy and Electronic Communications Regulations 2003; and any other applicable legislation and guidance relating to the use of Personal Data.
GDPR means the General Data Protection Regulation (EU 2016/679).
1. General
1.1 Both parties will comply with all applicable requirements of the Data Protection Legislation. This Schedule 2 is in addition to, and does not relieve, remove or replace, a party's obligations under the Data Protection Legislation.
1.2 The parties acknowledge that for the purposes of the Data Protection Legislation, the Client is the Data Controller and Zambia Luxury Lodge Collection is the Data Processor.
1.3 Zambia Luxury Lodge Collection shall process Personal Data only for the purposes of complying with its obligations under the Agreement.
1.4 To the extent that the Client collects and passes Personal Data to Zambia Luxury Lodge Collection, it represents and warrants that: (a) it has obtained appropriate authority from all Data Subjects; and (b) the data is accurate and up to date.
2. Sub-Processors
2.1 The Client hereby authorises Zambia Luxury Lodge Collection to pass data to its suppliers, sub-contractors and other third parties (Sub-Processors) as necessary for the performance of Zambia Luxury Lodge Collection's obligations.
2.2 Zambia Luxury Lodge Collection shall inform the Client of any changes to its Sub-Processors and ensure any Sub-Processor agrees in writing to comply with obligations at least equivalent to those imposed on Zambia Luxury Lodge Collection.
3. Technical & Organisational Measures
3.1 Zambia Luxury Lodge Collection shall ensure that it has in place appropriate technical and organisational measures to protect against unauthorised or unlawful processing of Personal Data and against accidental loss or destruction of, or damage to, Personal Data.
4. Transfer of Data Outside the EEA
4.1 Zambia Luxury Lodge Collection shall be permitted to transfer Personal Data to countries outside of the EEA only where appropriate safeguards are in place, including EU model contractual clauses, adequacy decisions, Binding Corporate Rules, or other approved mechanisms.
5. Assistance & Notification
5.1 Zambia Luxury Lodge Collection shall assist the Client in relation to any Data Subject requests for access, rectification or erasure of Personal Data.
5.2 Zambia Luxury Lodge Collection shall notify the Client without undue delay if any Personal Data has been disclosed in breach of this Schedule 2.
5.3 On expiry or termination of this Agreement, Zambia Luxury Lodge Collection shall, at the Client's cost and option, either return all Personal Data or securely dispose of it.
6. Indemnity
6.1 Each party (the 'indemnifying party') shall indemnify the other party (the 'indemnified party') against: (a) any fines imposed by the Information Commissioner or any equivalent regulator as a result of the indemnifying party's breach of this Schedule; and (b) all amounts paid or payable to a third party which would not have been paid if the indemnifying party's breach had not occurred.
Get in Touch
For any questions regarding this Privacy Policy or your personal data, please contact us.
Zambia Luxury Lodge Collection Pty Ltd
104 Oxford Road, 11, 9th Street, Houghton Estate, Gauteng, 2198 | reservations@zambialuxurylodges.com | zambialuxurylodges.com
© 2025 Zambia Luxury Lodge Collection Pty Ltd. All rights reserved.