Privacy Policy

Privacy Policy for Sereni Travel Studio (PTY) LTD

At Sereni Travel Studio, we understand and respect the importance of your privacy. This Privacy Policy outlines how we collect, use, protect, and share your personal data, ensuring transparency and compliance with applicable laws. By submitting your data or using our services, you agree to the collection, storage, and processing of your data as outlined below. If you are submitting data on behalf of others, you are responsible for ensuring they are aware of and consent to this policy.

Introduction

Sereni Travel Studio (Pty) Ltd, a South African travel company registered under company registration number 2025/273474/07, with its address at The Old Foundry, 1 Sand Hill Rd, Green Point, Cape Town, 8001, is committed to protecting your privacy. We collect and process personal data through our website (“www.serenitravel.com”), email communications, phone calls, text messages as well as any communication related to our travel services. If you do not agree with the Policy outlined below, we cannot accept your enquiry or booking and you should please refrain from using our website or any related communication or marketing channels. As a South African-based travel company, we are aware of our obligations under the General Data Protection Regulation (GDPR), which applies to visitors from the European Union (EU). This Privacy Policy outlines how we collect, use, store, and protect your personal data when you visit our website and interact with our services.

1. Important Information and Who we Are

This Privacy Policy is intended to provide transparency about how Sereni Travel Studio handles your personal data and to ensure we comply with applicable privacy laws, including the Protection of Personal data Act (POPIA) in South Africa and the GDPR. It is important that you read this Privacy Policy together with any other privacy policy or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you, so that you are fully aware of how and why we are using your personal data. This Privacy Policy supplements the other notices and is no intended to override them. Due to the nature of our services, we may process the data of minors and special categories of personal data. In this regard we will always ensure that we process such data in accordance with our Privacy Policy and our Terms and all applicable security measures.

Controller and Processor

Sereni Travel is the “Controller” and is responsible for your personal data when we decide the processing operations of your personal data. In certain instances, we operate as an “Processor” of personal data on behalf of a Controller who use our services. In that case, that Controller’s privacy policy will apply to your use of their services.

Third-Party Links on Website

The Website may include links to third-party websites, plug-ins, and applications. Clicking on those links or enabling those connections may allow third parties to collect or share information about you. We do not control these third-party websites and are not responsible for their privacy statements or terms. When you leave our Website, or engage with such third parties, we encourage you to read the distinct privacy policy of every third-party you engage with.

2. Personal Data We Collect

Personal data, or personally identifiable information, means any information about an individual, both natural and juristic entities (people and companies), from which that entity can be identified. It does not include information where the identity has been removed (anonymous data).

We may collect, use, store, and transfer (“process”) different kinds of personal data about you which we have grouped together as follows:

• ‍Contact Information: Name, email address, phone number, and postal address.‍
• Booking Information: Travel details such as destination, dates, preferences, interests, and special requests.‍
• Payment Information: Billing address, payment method details, and transaction history (handled securely through payment providers).‍
• Sensitive Personal data: Medical conditions, disabilities, special dietary requirements, or religious beliefs (for the purpose of ensuring your comfort and safety).‍
• Payment Information: Credit card details (e.g., cardholder name, card number, expiry date, CVC code), banking details, and other payment-related data.‍
• Data Automatically Collected: Geo-location data (e.g., IP address), usage data (e.g., pages viewed, session duration), and device-specific data (e.g., mobile device type).‍
• Location Information: Country of residence.‍
• Trip Reviews Given: Notes about reviews, complaints and how these potential issues were dealt with.‍
• Website Usage Data: Information about how you interact with our website, including IP addresses, browser type, pages visited, and the duration of your visit. This data is collected using cookies and other tracking technologies.‍
• Communication Data: Correspondence between you and Sereni Travel Studio,

including emails and messages sent via our contact forms. We may also collect, use, and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this Privacy Policy.

Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with services or allow you to provide us with your services). In this case, we may have to cancel your access to our services, but we will notify you if this is the case at the time.

3. How Is Your Personal data Collected?

We use different methods to collect personal data from and about you, including through:

Direct interactions: You may give us your personal data by using our services, or by corresponding with us through the Website, by email or otherwise. This includes personal data you provide when you:

• use our Services;
• use our Website;
• contract with us;
• provide any services to us as a service provider or independent contractor on contract with us;
• request information to be sent to you;
• give us some feedback.

Automated technologies or interactions: As you interact with our Website, we may automatically collect Technical Data and Usage Data about your equipment, browsing actions and patterns. We may collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other Websites employing our cookies.

Third parties: We may receive personal data about you from various third parties such as:

• airlines;
• accommodation providers;
• travel tour providers;
• analytics providers;
• marketing websites;
• messaging websites;
• search information providers; and
• payment service providers.

4. How We Use Your Personal Data

We process your personal data for the following purposes:

• ‍To provide our services: To complete bookings, process payments, and deliver travel packages or related services.‍
• To communicate with you: To send booking confirmations, invoices, updates, and marketing communications (where consent has been given).‍
• To improve our services: To analyse your usage of our Website and tailor content to enhance your experience.‍
• To prevent fraud and ensure security: To protect our Website and services from unauthorised access and misuse.
• To Fulfil Your Booking: We process your personal data to manage bookings, communicate itinerary details, and facilitate travel services (e.g., flights, accommodation, transfers etc.).‍
• Customer Support and Communication: We communicate changes to your booking, respond to enquiries, and assist in resolving any travel issues.‍
• Marketing and Personalisation: With your consent, we may send you tailored promotions, travel offers, and relevant updates based on your preferences.‍
• Data Analytics: We aggregate and anonymise data for analysis to improve our services, customer experience, and marketing strategies.‍
• Legal and Regulatory Compliance: We may use your personal data to comply with legal obligations, such as for fraud detection, tax reporting, or responding to law enforcement requests.

5. How do we handle personal data about children?

For individuals under the age of 18, or the age of consent within their country of residence the use of our services is only permitted with the explicit consent of a parent or guardian. If a minor is included in a booking, we will only collect and use the minors personal data as provided by the parent or guardian, and with their consent. In the event that we discover personal data has been provided to us for a minor under the age of consent without the lawful consent of a parent or guardian, we reserve the right to delete such data immediately.

6.Legal Basis for Processing Your Data

We process your personal data based on the following legal grounds:

• Consent: Where we have your explicit consent to process your data, such as for marketing communications or using cookies.

• Contractual Necessity: To fulfil our contractual obligations, such as when processing travel bookings and payments.

• Legal Obligation: Where we are required to process your data to comply with legal obligations.

• Legitimate Interests: To pursue our legitimate interests in enhancing our Website’s functionality, preventing fraud, and improving our services, as long as these interests do not override your privacy rights.

7. Marketing

We strive to provide you with choices regarding how we use your personal data, particularly around marketing and advertising. To manifest your rights attached to any marketing sent to you as an existing client, please use the in-built prompts provided on those communications, or contact us. You will receive marketing communications from us if you have requested our services, requested information from us, or provided us with your details in any other circumstance and, in each case, have not opted-out of receiving that marketing. You can ask us to stop sending you marketing messages at any time by using the built-in prompts or contacting us and requesting us to cease or change your marketing preferences. Where you opt-out of receiving marketing messages, this opt-out will not apply to other personal data of yours which we process for another lawful basis.

Third-Party Marketing

Whilst we may use your personal data within our company, we will get your express opt-in consent before we share your personal data publicly with any entity outside of Sereni Travel Studio for marketing.

8. Change of Purpose

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us. If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so. Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules and where required or permitted by law.

9. Your Data Protection Rights

As the owner of your personal data, you have specific rights regarding how we process and manage your information. To exercise these rights, we may request additional information from you to verify your identity and ensure security, especially before providing access to your data.

• ‍Right to Access: You have the right to request access to the personal data we hold about you.‍
• Right to Rectification: You can request that we correct any inaccurate or incomplete personal data we hold about you.‍
• Right to Erasure: You have the right to request that we delete your personal data under certain circumstances (e.g., when the data is no longer needed or you withdraw consent).‍
• Right to Restriction of Processing: You may request that we limit the processing of your personal data in specific situations.‍
• Right to Data Portability: You can request that we provide your personal data in a structured, commonly used, and machine-readable format for transfer to another data controller.‍
• Right to Object: You can object to the processing of your personal data in certain situations, such as where we rely on legitimate interests.‍
• Right to Withdraw Consent: If we process your data based on consent, you have the right to withdraw that consent at any time.

To exercise any of these rights, please contact us using the details provided below. We may be unable to erase your personal data if processing is required for legal obligations or the establishment, exercise, or defence of legal claims. Please Note: If you request erasure, we may retain some data for legitimate business interests such as fraud prevention and safety. Residual data may remain in our backup systems for a short time due to technical limitations.

Objection to Processing: You can object to the processing of your personal data based on our legitimate interests if you believe that your fundamental rights and freedoms outweigh our interests. Lodging a Complaint with a Regulator: If you believe we have not complied with data protection laws, you have the right to lodge a complaint with your local data protection authority. We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response. You can exercise your rights by contacting us at admin@serenitravel.com. We will make every reasonable effort to address your request within 30 days or notify you if we need further information to fulfil your request. In some cases, we may not be able to fully accommodate your request if it conflicts with legal obligations or confidentiality commitments.

10. Data Sharing and Transfers

We do not sell your personal data to third parties. However, we may share your data with trusted service providers who assist in delivering our services, including payment processors, travel partners, and email marketing websites. All such providers are obligated to maintain the confidentiality and security of your personal data. We may therefore share personal information with the following parties:

• ‍Service Providers: Airlines, hotels, car hire companies, travel agents, and other service providers involved in fulfilling your travel arrangements.‍
• Third-Party Service Providers: Companies that assist us with travel services, marketing, customer service, and payment processing.‍
• Government & Regulatory Authorities: We may disclose your personal data to comply with legal obligations or when required by law (e.g., customs, border control, tax authorities).
• ‍Business Transfers: In the event of a merger, acquisition, or sale, we may transfer your data as part of the transaction. We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data in accordance with our instructions and standards. As Sereni Travel Studio is based in South Africa, your personal data may be transferred to and processed in countries outside the European Union. In such cases, we ensure that adequate safeguards are in place to protect your data, such as using Standard Contractual Clauses (SCCs) or relying on other legal mechanisms for cross-border data transfers.

11. Cookies and Tracking Technologies

We use cookies and similar technologies on our website to enhance your browsing experience. These cookies collect information about your preferences, interactions with our website, and help us personalise your experience. For more information about how we use cookies, please refer to our Cookie Policy. You have the right to manage and control the cookies used on our website. You can configure your browser settings to block or delete cookies. Please note that disabling cookies may affect certain website functionalities.

12. Data Retention

We retain your personal data for as long as necessary to fulfil the purposes for which it was collected, including for legal, accounting, or reporting purposes. When your data is no longer required, we will delete or anonymise it.

13. Security of Your Data

We take the security of your personal data seriously and implement appropriate technical and organisational measures to protect it from unauthorised access, alteration, disclosure, or destruction. We implement robust security measures to protect your personal data from unauthorised access, loss, or misuse, including:

• Secure storage and transmission methods (e.g., SSL encryption for online transactions).

• Confidentiality agreements with employees and third-party service providers.

• Regular data audits and monitoring for vulnerabilities.

However, please note that no method of transmission over the internet or method of electronic storage is completely secure. While we strive to use commercially acceptable means to protect your personal data, we cannot guarantee its absolute security.

14. Complaints

If you believe that we have not adequately addressed your concerns or that we have violated your privacy rights, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) or your local supervisory authority in the EU. This policy has been created to ensure Sereni Travel Studio’s compliance with the GDPR for visitors from the EU. By using our website and services, you consent to the collection and processing of your personal data in accordance with this policy.

15. Changes to This Privacy Policy

We reserve the right to amend this Privacy Policy at any time. When updates are made, we will post the revised version on our Website, indicating the date of the revision. By continuing to access our services after the updated Privacy Policy has been published, you acknowledge and agree to the changes.

16. Contact Us

If you have any questions or concerns about this Privacy Policy or how we handle your personal data, please contact us at:

Sereni Travel Studio (PTY) LTD

Email: neil@serenitravel.com

Phone: +27 (0)72 480 2595

Address: The Old Foundry, 1 Sand Hill Rd, Green Point, Cape Town, 8001