1 Scope of This Privacy Policy

This Privacy Policy applies to personal information that we collect through our website and in connection with enquiries, quotations, bookings, payments, safaris, excursions, transfers and other travel services arranged by Felessy Tours & Safaris.

It also applies to communications made through email, telephone, WhatsApp or other authorised communication channels used in connection with our services.

Third-party websites, payment services and other external services may operate under their own privacy policies. Where you interact directly with such a third party, its own privacy practices may also apply.

2 Information We May Collect

The information we collect depends on how you interact with us and the services you request.

Personal information may include:

• Full name and title
• Email address
• Telephone or WhatsApp number
• Country of residence or nationality where relevant to the booking
• Travel dates and itinerary preferences
• Number and ages of travellers
• Accommodation preferences
• Arrival, departure and flight information
• Passport or identification details where genuinely required for a booked service
• Booking and invoice information
• Payment status and transaction references
• Correspondence and communications with us
• Special travel requirements voluntarily communicated to us
• Website and technical information described later in this policy

We seek to collect only information that is reasonably necessary for the relevant enquiry, booking, payment, travel service, legal requirement or legitimate business purpose.

3 How We Collect Information

We may collect personal information directly from you when you submit an enquiry, request a quotation, make a booking, communicate with us, complete an online form, make a payment or participate in a safari, excursion or other travel service.

Information may also be supplied by a lead traveller, family member, travel companion or authorised representative who is arranging travel on behalf of other members of a booking.

We may receive limited information from travel or payment providers where reasonably necessary to confirm, administer or reconcile a transaction or service.

4 How We Use Personal Information

We may use personal information to:

• Respond to safari, tour and travel enquiries
• Prepare quotations and proposed itineraries
• Create and administer bookings
• Reserve accommodation and activities
• Arrange transport, transfers and guiding services
• Purchase or arrange tickets and permits where requested
• Communicate booking updates and operational information
• Process, verify and reconcile payments
• Manage amendments, cancellations and refunds
• Provide customer support
• Respond to complaints or payment disputes
• Maintain appropriate financial and booking records
• Protect against fraud, misuse and security threats
• Comply with applicable legal, regulatory and tax requirements
• Improve our services and website experience

We do not use personal information for purposes that are materially incompatible with the reason it was collected unless there is an appropriate lawful basis for doing so.

5 Basis for Processing Personal Information

Depending on the circumstances, personal information may be processed because it is necessary to take steps requested by you before a booking, to administer or perform a confirmed booking, to comply with a legal obligation, or for a legitimate business purpose that does not improperly override your privacy interests.

In circumstances where consent is the appropriate basis for a particular use of information, we may request that consent.

Where processing is based on consent, that consent may generally be withdrawn for future processing, subject to any lawful reason that permits or requires us to retain or continue processing particular information.

6 Payment & Card Information

Where card or online payment facilities are made available, transactions may be processed through an authorised bank, card network, hosted payment gateway or other payment-service provider.

When a payment is made through a hosted payment facility, sensitive card information entered into that facility may be transmitted directly to the relevant payment provider rather than being stored by Felessy Tours & Safaris.

We may receive and retain transaction-related information necessary to administer the booking and maintain appropriate business records. This may include the amount paid, transaction status, date, payment method, transaction reference and limited payment information made available by the payment provider.

Payment providers, banks and card networks may process personal information according to their own legal obligations, security requirements and privacy policies.

7 When We May Share Personal Information

We do not sell personal information to third parties.

We may share relevant information with third parties where reasonably necessary to arrange, administer or provide services requested by the client.

Depending on the booking, these parties may include:

• Hotels, safari lodges and camps
• Professional guides and authorised transport providers
• Airlines and aviation providers
• Railway operators
• National parks, conservancies and relevant authorities
• Marine parks and activity providers
• Tour and excursion suppliers
• Banks, payment gateways and payment processors
• Professional advisers where reasonably necessary
• Government, regulatory or law-enforcement authorities where legally required

We seek to limit information shared with service providers to what is reasonably necessary for the relevant purpose.

8 International Travel & Data Transfers

Travel services frequently involve providers located in different countries. Where a client's itinerary requires services outside Kenya, relevant personal information may need to be shared with suppliers or authorities in those destinations.

Payment, communications, website hosting or other technology providers may also process information through infrastructure located in other jurisdictions.

Where personal information is transferred or made accessible across borders, we seek to handle such transfers in a manner consistent with applicable data-protection requirements and the practical requirements of providing the requested travel service.

9 Special Travel Requirements

A client may voluntarily provide information concerning dietary, mobility, accessibility or other requirements where that information is relevant to arranging the requested travel service.

We request that clients provide only information reasonably necessary for us or the relevant supplier to understand and accommodate the practical travel requirement.

Where such information needs to be communicated to an accommodation provider, guide, transport provider or other supplier, we will seek to share only what is reasonably necessary to make the requested arrangements.

10 Children's Information

Family safari bookings may require limited information about children, such as their names and ages, because accommodation rates, park fees, transport arrangements and activity eligibility may depend on age.

Where information concerning a child is provided to us, it should be supplied by a parent, legal guardian or another person authorised to arrange the child's travel.

We seek to collect only the information reasonably necessary to arrange and provide the child's travel services.

11 Website & Technical Information

When a visitor uses our website, certain technical information may be generated automatically by the visitor's browser, device, hosting infrastructure or website services.

This information may include:

• IP address
• Browser type
• Device type
• Operating system
• Pages visited
• Date and approximate time of visits
• Referring website or source
• General interaction and diagnostic information

Such information may be used for website operation, security, diagnostics, analytics and improvement of the user experience.

12 Cookies & Similar Technologies

Our website or services integrated into it may use cookies or similar technologies to support website functionality, remember preferences, improve performance, understand website usage or help protect the website against misuse.

Some cookies may be necessary for the operation or security of the website, while others may be associated with analytics or other optional functionality.

Visitors can generally control cookies through their browser settings. Disabling certain cookies may affect the operation of some website features.

Where applicable law requires specific consent for non-essential cookies or similar technologies, appropriate consent mechanisms should be used before those technologies are activated.

13 Booking & Service Communications

We may contact clients using the contact information provided to us where reasonably necessary to respond to enquiries, prepare quotations, confirm bookings, request information, provide payment instructions, communicate itinerary changes or otherwise administer the requested travel services.

These operational communications form part of providing the requested service and are distinct from optional promotional marketing.

14 Marketing Communications

We may occasionally communicate information about our travel services, safari offers or related updates where permitted by applicable law and where there is an appropriate basis for doing so.

Where consent is required for a particular form of marketing, we will seek that consent.

Recipients may request to stop receiving optional promotional communications. Such a request will not prevent us from sending communications reasonably necessary to administer an existing enquiry, booking, payment or travel service.

15 Information Security

We take reasonable administrative, organisational and technical measures designed to protect personal information under our control against unauthorised access, loss, misuse, alteration or inappropriate disclosure.

These measures may include access controls, use of reputable service providers, secure payment interfaces, appropriate website security measures and limiting access to information according to legitimate business needs.

No internet transmission, electronic storage system or communication method can be guaranteed to be completely secure. We therefore cannot promise absolute security, but we take reasonable steps to protect information appropriate to the circumstances.

16 Data Retention

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected and for legitimate business, contractual, accounting, tax, dispute-resolution and legal requirements.

Retention periods may therefore differ according to the type of information and the nature of the booking or transaction.

When information is no longer reasonably required and there is no lawful reason to retain it, it may be securely deleted, anonymised or otherwise disposed of as appropriate.

17 Your Privacy Rights

Subject to applicable law and the circumstances of the request, individuals may have rights concerning personal information held about them.

These may include the right to:

• Request information about personal data held about you
• Request access to personal information
• Request correction of inaccurate or incomplete information
• Request deletion of information in appropriate circumstances
• Object to or request restriction of certain processing
• Withdraw consent where processing is based on consent
• Request portability of information where applicable
• Raise a concern about the handling of personal information

These rights are not necessarily absolute. For example, we may need to retain certain records to comply with legal, tax, accounting, contractual or dispute-resolution obligations.

18 Privacy Requests

A person wishing to exercise an applicable privacy right or ask a question about personal information may contact us using the details provided at the end of this policy.

To protect personal information, we may need to take reasonable steps to verify the identity of the person making a request before disclosing, correcting or deleting information.

We will endeavour to respond to legitimate privacy requests within the period required by applicable law.

19 Third-Party Websites & External Links

Our website may contain links to third-party websites or services, including accommodation providers, tourism resources, social-media platforms or payment services.

A link to an external website does not mean that Felessy Tours & Safaris controls that website's privacy practices.

Visitors should review the privacy information provided by the relevant third party before providing personal information directly to it.

20 Fraud Prevention & Payment Disputes

Personal and transaction information may be used where reasonably necessary to prevent or investigate suspected fraud, payment misuse, unauthorised transactions or other security concerns.

Where a payment dispute, chargeback or refund investigation occurs, we may share relevant booking and transaction information with the authorised bank, card issuer, card network, payment processor or other institution handling the dispute.

Information disclosed for this purpose will be limited, where reasonably practicable, to information relevant to establishing the nature of the transaction, booking, cancellation, refund or services provided.

21 Legal & Regulatory Disclosure

We may disclose personal information where reasonably necessary to comply with applicable law, a lawful court order, regulatory requirement or legitimate request from an authorised public authority.

Information may also be used or disclosed where reasonably necessary to establish, exercise or defend legal rights or to protect the safety, rights or property of our clients, staff, business or other persons.

22 Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, website, payment arrangements, technology, operational practices or applicable requirements.

The current version will be published on this page and identified by the “Last Updated” date displayed above.

Where a change is material and additional notice is appropriate or legally required, we may take reasonable steps to provide such notice.

23 Contact Us About Privacy

If you have a question, concern or request relating to this Privacy Policy or the way personal information is handled by Felessy Tours & Safaris, please contact us using our official contact details.

To help us respond efficiently, please provide sufficient information to identify the relevant enquiry, booking or privacy matter, but please do not send sensitive card credentials such as a card security code through ordinary email or messaging applications.