Privacy Policy

Effective date: 30 July 2026
Last updated: 30 July 2026

1. Introduction

Kholiwe on Kruger respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how Kholiwe on Kruger, referred to as “Kholiwe”, “we”, “us” or “our”, collects, uses, stores, shares and protects personal information when you:

Visit our website
Contact us by email, telephone, WhatsApp, social media or an online form
Request a quotation
Make or manage a booking
Stay at our accommodation
Book a safari, activity, transfer or package
Communicate with us through a travel agent, tour operator or booking platform
Subscribe to marketing communications
Otherwise interact with our business

This policy applies to the Kholiwe website, accommodation operations, guest communications and services arranged by or through Kholiwe.

We process personal information in accordance with the Protection of Personal Information Act 4 of 2013, commonly known as POPIA, and other applicable South African laws.

2. Responsible party

For purposes of POPIA, Kholiwe on Kruger is the responsible party for personal information processed in connection with its website, accommodation and services.

Our contact details are:

Kholiwe on Kruger
4088 and 4089 Leeu Road
Marloth Park
South Africa

Telephone: +27 78 963 1435
Email: reservations@kholiwe.com

Privacy-related requests may be sent to reservations@kholiwe.com with the subject line “Privacy Request”.

3. What is personal information?

Personal information is information relating to an identifiable person or, where applicable under South African law, an identifiable organisation.

Personal information may include a person’s:

Name and surname
Contact details
Identity or passport information
Residential address
Nationality
Date of birth or age
Travel details
Booking information
Payment and transaction information
Online identifiers
Preferences and special requests
Correspondence with Kholiwe
Photographs or video recordings
Health, dietary, accessibility or mobility information

Information that cannot reasonably be linked to an identifiable person is not treated as personal information.

4. Personal information we collect

The information we collect depends on how you interact with us.

4.1 Enquiry and contact information

When you contact us or submit an enquiry, we may collect:

Your name and surname
Email address
Telephone or WhatsApp number
Country of residence
Preferred travel dates
Number of guests
Room or package preferences
Questions, requests and information included in your message
The source of your enquiry
Records of our communication with you

4.2 Booking and guest information

When you make or manage a booking, we may collect:

Lead guest’s name and contact details
Names of accompanying guests
Guest ages or dates of birth
Nationality and country of residence
Identity or passport details where required
Arrival and departure dates
Accommodation preferences
Room allocation
Safari, activity and transfer selections
Flight or transport information
Emergency contact details
Billing address
Payment status and transaction references
Travel agent or tour operator details
Special occasions or celebration requests
Records of changes, cancellations and refunds

We may require additional information where a booking involves cross-border travel, including travel into Eswatini, or where information must be provided to transport operators, activity providers, accommodation partners or government authorities.

4.3 Payment information

When you pay for a booking, we may collect or receive:

Payment amount
Payment date
Payment method
Transaction reference
Billing information
Deposit and outstanding balance information
Refund information

Card and banking details may be processed directly by banks, payment gateways or booking platforms. Kholiwe does not necessarily receive or store complete card details.

Payment providers process information in accordance with their own legal and security requirements.

4.4 Special requests and sensitive information

You may choose to provide information about:

Dietary requirements
Food allergies
Medical conditions relevant to your stay or activity
Accessibility or mobility requirements
Religious or cultural meal requirements
Emergency assistance requirements

We only request or use this information where it is reasonably necessary to provide a safe and suitable service.

Access to sensitive information is restricted to people who need it to arrange or provide the requested service. It may be shared with a relevant accommodation, catering, safari, transport or activity provider where necessary.

Guests should not provide detailed medical records unless specifically requested and necessary.

Kholiwe is not a medical service provider. Guests remain responsible for obtaining appropriate medical advice before travelling or participating in safari and outdoor activities.

4.5 Website and device information

When you use our website, certain technical information may be collected automatically, including:

Internet Protocol address
Browser type and version
Device type
Operating system
Approximate location based on an IP address
Pages visited
Time spent on the website
Referring website or search engine
Links and buttons selected
Date and time of access
Website errors and performance information
Cookie and consent preferences

This information may be collected through server logs, cookies, analytics services and similar technologies.

4.6 WhatsApp, telephone and social media

When you communicate with us through WhatsApp, telephone or social media, we may receive:

Your profile name
Telephone number
Profile image, depending on your privacy settings
Username or social media account details
Message content
Images, documents or other information you send
Date and time of communications

Messages sent through third-party platforms are also processed by the platform concerned and are subject to that platform’s privacy terms.

4.7 Photographs and recordings

Kholiwe may take photographs or video recordings of the lodge, activities, wildlife and general guest experiences.

We will not intentionally use an identifiable guest’s image for advertising or promotional purposes without permission.

Where photography or filming is taking place for promotional purposes, we will seek consent or provide reasonable notice where appropriate.

Security cameras may be used in public, access or security-sensitive areas of the property where reasonably necessary. Cameras will not be placed in guest bedrooms, bathrooms or other areas where guests reasonably expect complete privacy.

5. How we collect personal information

We may collect personal information:

Directly from you
From the person making a booking on your behalf
From an accompanying guest or group organiser
From a travel agent, tour operator or destination management company
From an accommodation or booking platform
From payment providers
From safari, transfer and activity operators
From publicly available sources
Through website cookies and analytics tools
Through email, telephone, WhatsApp and social media
During your stay at Kholiwe

Where another person provides information about you, that person is responsible for ensuring that they are authorised to do so and that you are made aware of this policy.

6. Why we process personal information

We may use personal information to:

Respond to enquiries
Prepare quotations and itineraries
Confirm availability
Create and manage bookings
Process deposits, balances and refunds
Provide accommodation
Arrange meals, safaris, transfers, activities and excursions
Communicate arrival and departure information
Coordinate services with suppliers
Manage booking changes and cancellations
Provide customer support
Respond to complaints
Protect guest and staff safety
Verify identity where necessary
Prevent fraud, misuse and unlawful activity
Keep financial and booking records
Comply with tax, accounting, immigration, tourism and other legal obligations
Improve our website and services
Measure website traffic and performance
Maintain the security of our website and systems
Send marketing communications where permitted
Establish, exercise or defend legal claims
Protect the rights, property and legitimate interests of Kholiwe, its guests, staff and service providers

We will not use personal information for a materially different purpose without an appropriate legal reason or further notice.

7. Grounds for processing

Depending on the circumstances, we process personal information because:

It is necessary to respond to your request before entering into a booking
It is necessary to perform or manage a booking or agreement with you
You have consented to the processing
We must comply with a legal or regulatory obligation
The processing protects your legitimate interests or those of another person
The processing is necessary for our legitimate business interests
The information has deliberately been made public
The processing is necessary for the establishment, exercise or defence of a legal right

Our legitimate interests may include operating the lodge, providing customer service, improving our services, maintaining security, preventing fraud and managing business records.

We will consider your rights and reasonable expectations before relying on a legitimate interest.

8. Information that is required

Some information is voluntary, while other information is required to process an enquiry or provide a booked service.

For example, we may be unable to confirm or provide a booking without:

A guest name
Contact information
Arrival and departure dates
The number of guests
Payment information
Information required by a safari, transfer or activity provider
Passport or identity information required for cross-border travel
Safety-related information necessary for a particular activity

Where information is mandatory, we will explain this where reasonably practical.

Failure to provide required information may mean that we cannot respond fully, complete a booking or provide a requested service.

9. Sharing personal information

We do not sell or rent personal information.

We may share relevant information with trusted third parties where necessary to operate our business or provide a requested service.

These parties may include:

Kholiwe employees and authorised representatives
Accommodation and booking platforms
Banks and payment processors
Website hosting and information technology providers
Email and communication providers
Website analytics and security providers
Safari and game-drive operators
Tour guides
Activity providers
Transfer companies and drivers
Catering and hospitality suppliers
Travel agents and tour operators
Accommodation partners
Professional advisers, including accountants, auditors, insurers and legal advisers
Government departments, regulators, law-enforcement authorities or courts
Emergency, medical or security services
A purchaser, successor or adviser involved in a legitimate sale, restructuring or transfer of the business

Only information reasonably necessary for the relevant purpose will be shared.

Third parties acting on our instructions are expected to process personal information securely, confidentially and only for authorised purposes.

Some service providers act independently and determine their own processing practices. Their privacy policies will apply to information processed under their control.

10. Safari, activity and transfer providers

Some safaris, activities, transfers and excursions promoted or arranged by Kholiwe may be provided by independent third parties.

To arrange these services, we may share information such as:

Guest names
Number of guests
Ages where relevant
Collection and departure details
Contact information
Dietary or accessibility requirements
Passport details for cross-border travel
Information relevant to guest safety

These providers may contact you directly about the service.

Once information is provided to an independent operator, that operator may also be responsible for how it processes the information.

11. International transfers

Some guests, suppliers, booking services, cloud systems and technology providers may be located outside South Africa.

Your personal information may therefore be stored or processed in another country, including where:

A cloud or email provider uses international servers
An international travel agent makes a booking
A booking or payment platform operates outside South Africa
A cross-border safari or excursion is arranged
A service provider’s technical support team is located abroad

Where personal information is transferred outside South Africa, we will take reasonable steps to ensure that the recipient is subject to appropriate privacy protections, contractual obligations, binding rules, consent or another lawful basis for the transfer.

Privacy laws in another country may differ from South African law.

12. Direct marketing

We may send information about accommodation, safari packages, special offers or other Kholiwe services where:

You have consented to receive it
You are an existing customer and the communication is permitted by law
Another lawful basis applies

Marketing may be sent by email, WhatsApp, SMS, telephone or social media.

Every electronic marketing message will provide a reasonable way to unsubscribe or opt out. You may also ask us to stop marketing at any time by contacting reservations@kholiwe.com.

Opting out of marketing will not stop operational communications relating to an existing enquiry, booking, payment or stay.

We will not sell your contact information to unrelated businesses for their own marketing.

13. Cookies and website analytics

Our website may use cookies and similar technologies.

Cookies are small files stored on a device when a website is visited. They can help a website function, remember preferences, understand traffic and measure marketing performance.

We may use:

Essential cookies

These are required for core website functions, security, forms, consent preferences and navigation.

Functional cookies

These remember selected preferences or improve website features.

Analytics cookies

These help us understand how visitors find and use the website, which pages are popular and whether technical problems occur.

Marketing cookies

Where enabled and accepted, these may help measure advertising performance or display more relevant advertising.

Non-essential cookies should only be activated in accordance with the choices available through our cookie consent system.

You may adjust cookie preferences through the website’s cookie settings or your browser. Blocking certain cookies may affect how parts of the website function.

Further information is available in our Cookie Policy.

14. Third-party websites and platforms

Our website may contain links to:

Booking platforms
Payment services
WhatsApp
Social media platforms
Maps
Safari and activity providers
Other external websites

Selecting an external link may allow that third party to collect or receive information about you.

Kholiwe does not control the security, content or privacy practices of independent third-party websites. You should review the privacy policy of the relevant service before submitting information.

15. Information about children

Bookings for children must be made by a parent, guardian or other competent adult.

We may process a child’s information where necessary to:

Include the child in an accommodation booking
Apply an appropriate child rate
Allocate suitable accommodation
Arrange a transfer, safari or activity
Meet safety requirements
Meet border, immigration or travel requirements
Respond to an emergency
Comply with a legal obligation

This information may include the child’s name, age, date of birth, nationality, passport details, dietary needs and information relevant to safety.

The adult providing the information confirms that they are authorised to do so.

We do not knowingly use children’s information for direct marketing or request more information than is reasonably necessary.

16. Information security

We take reasonable technical and organisational measures to protect personal information against:

Loss
Theft
Unauthorised access
Unlawful processing
Accidental destruction
Alteration
Disclosure
Misuse

Measures may include:

Access controls
Password protection
Secure website connections
Security software
Backups
Restricted staff access
Confidentiality requirements
Reputable hosting and technology providers
Regular software updates
Secure payment providers
Staff awareness and internal procedures

No internet transmission or storage system can be guaranteed to be completely secure. Guests should avoid sending unnecessary sensitive information through unsecured channels.

17. Security incidents

If we become aware of a security compromise involving personal information, we will investigate the incident and take reasonable steps to contain and remedy it.

Where required by law, we will notify the Information Regulator and affected individuals as soon as reasonably possible.

A notification may include:

The nature of the incident
The information affected
Steps taken by Kholiwe
Measures the affected person can take
Available contact information

We may delay or limit a notification where instructed or permitted by law-enforcement authorities or the Information Regulator.

18. Data retention

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected or as required by law.

The retention period may depend on:

Whether an enquiry resulted in a booking
The nature of the booked service
Contractual requirements
Tax and accounting obligations
Payment disputes
Insurance requirements
Health and safety matters
Complaints
Legal claims
Fraud-prevention requirements
Supplier agreements

As a general approach:

Enquiry information that does not result in a booking may be retained for a reasonable follow-up and record-keeping period.
Booking, invoice, payment and accounting records may be retained for the period required by applicable law.
Communications may be retained where relevant to a booking, complaint or dispute.
Marketing information may be retained until you unsubscribe, withdraw consent or the information is no longer required.
Cookie and analytics information is retained according to the settings of the relevant tool and our operational needs.
Sensitive information will not be kept longer than reasonably necessary.

When information is no longer required, it will be deleted, destroyed, de-identified or securely archived where continued retention is required.

19. Your privacy rights

Subject to applicable law and appropriate proof of identity, you may have the right to:

Ask whether we hold personal information about you
Request access to your personal information
Request correction of inaccurate or incomplete information
Request deletion or destruction of information that we are no longer authorised to retain
Object to certain processing
Withdraw consent where processing is based on consent
Object to direct marketing
Ask us to stop sending marketing communications
Request information about third parties or categories of third parties that have received your information
Lodge a complaint with the Information Regulator
Seek appropriate legal remedies

Withdrawing consent does not affect processing that occurred lawfully before the withdrawal.

Some rights may be limited where we must retain or process information to:

Perform a booking
Comply with a legal obligation
Protect another person’s rights
Prevent fraud
Resolve a dispute
Establish, exercise or defend a legal claim

20. How to submit a privacy request

Privacy requests may be sent to:

Email: reservations@kholiwe.com
Subject: Privacy Request

Please include:

Your full name
Your contact details
Your booking reference, where relevant
A clear description of the request
Details that will help us locate the relevant information

We may request proof of identity before disclosing, changing or deleting personal information.

This protects guests against unauthorised access to their information.

We will respond within a reasonable period and in accordance with applicable legal requirements.

A reasonable fee may apply where permitted by law, particularly for extensive record requests. We will inform you before incurring such a fee.

21. Complaints

Please contact Kholiwe first so that we have an opportunity to investigate and resolve your concern.

Email: reservations@kholiwe.com
Telephone: +27 78 963 1435

You may also lodge a complaint with the South African Information Regulator.

Information Regulator South Africa

Email for POPIA complaints: POPIAComplaints@inforegulator.org.za
General enquiries: enquiries@inforegulator.org.za
Telephone: 010 023 5200
Toll-free telephone: 0800 017 160

Physical address:
Woodmead North Office Park
54 Maxwell Drive
Woodmead
Johannesburg
2191
South Africa

22. Automated decision-making

Kholiwe does not ordinarily use personal information to make decisions that have significant legal or similar effects on guests solely through automated processing.

Website analytics, spam detection, payment security or booking systems may use automated processes to identify patterns, technical problems or possible fraud.

Any final booking decision may still be subject to availability, payment, operational requirements and human review.

23. Changes to this policy

We may update this Privacy Policy to reflect:

Changes to our services
New technology or suppliers
Changes to our website
Changes to legal or regulatory requirements
Changes to our information-handling practices

The latest version will be published on our website with its effective date.

Material changes may also be communicated directly where reasonably necessary.

24. Contact us

Questions about this Privacy Policy or how Kholiwe processes personal information may be sent to: