AFRI ESCAPES / LEGAL
Terms & Policies
Please read these terms, booking policies and privacy information before arranging your Afri Escapes stay.
EFFECTIVE 10 SEPTEMBER 2024
Welcome to Afri Escapes. These Website Terms and Conditions (“Terms”) govern your access to and use of the Afri Escapes website (the “Website”), including browsing accommodation listings, submitting enquiries, making booking requests, and any related services offered through the Website.
Please read these Terms carefully before using the Website. By accessing or using the Website, you agree to be bound by these Terms. If you do not agree, please do not use the Website.
• “Afri Escapes”, “we”, “us”, “our” — refers to Afri Escapes Group (Pty) Ltd, registration number 2026/685514/07.
• “Website” — the Afri Escapes website and any associated digital platforms.
• “Property Owner/Operator” — the owner, manager, or operator of an accommodation property listed or marketed on the Website.
• “Guest”, “you”, “your” — any person using the Website, submitting an enquiry, or making a booking request.
• “Booking Request” — a request submitted through the Website to reserve accommodation, which is subject to confirmation as described in Section 11.
• “Confirmed Booking” — a booking that Afri Escapes or the relevant Property Owner/Operator has confirmed in writing, following verification of availability and, where applicable, receipt of payment.
• “Property-Specific Terms” — additional booking, cancellation, house or payment terms that apply to a specific property and are disclosed to you before booking.
By accessing or using the Website, submitting an enquiry, or making a Booking Request, you confirm that you have read, understood, and agree to be bound by these Terms, together with our Privacy Policy, and any applicable Property-Specific Terms disclosed to you.
4. Eligibility to Use the Website
You must be at least 18 years old, or accessing the Website under the supervision of a parent or legal guardian, to submit an enquiry, Booking Request, or payment through the Website. By using the Website, you confirm that you have the legal capacity to enter into a binding agreement.
Afri Escapes is a curated luxury travel and accommodation platform showcasing premium stays and experiences, primarily in South Africa and, where applicable, other African destinations. We work with independent Property Owners and Accommodation Operators to market their properties and to facilitate booking enquiries and requests on their behalf.
6. Nature of the Platform and Intermediary Role
Afri Escapes may act, in whole or in part, as a marketing, booking facilitation and/or intermediary platform between Guests and Property Owners/Operators. Afri Escapes does not necessarily own or directly operate every property displayed on the Website.
Where Afri Escapes acts in an intermediary capacity:
• The accommodation service itself is provided by the relevant Property Owner/Operator, who is responsible for the property, its condition, amenities, and the guest experience during the stay, subject to Section 25 below.
• Afri Escapes is responsible for the accuracy of the booking process, the information reasonably available to it, and facilitating communication between Guests and Property Owners/Operators, subject to Section 26 below.
This intermediary structure does not remove or diminish any consumer protection rights that you are entitled to under the Consumer Protection Act 68 of 2008 or other applicable South African law. Where Afri Escapes is itself the supplier of a service to you (for example, in respect of the booking facilitation service itself), the CPA will apply to that service accordingly.
Properties displayed on the Website are curated based on information provided by Property Owners/Operators and, where reasonably possible, verified by Afri Escapes. Listings may include descriptions, photographs, amenities, indicative rates, and availability.
8. Property Information, Photographs and Descriptions
We take reasonable steps to ensure that property information and photography accurately represent each property. However:
• Property information is primarily supplied by the relevant Property Owner/Operator.
• Minor differences may occur between photographs/descriptions and the actual property at the time of your stay (for example, due to seasonal changes, renovations, or minor updates to furnishings).
• Availability and amenities may change from time to time and cannot be guaranteed to be available at all times.
If you identify a material inaccuracy in a listing, please contact us so we can investigate and, where appropriate, correct it.
Rates displayed on the Website are indicative and subject to change until a booking is confirmed. Rates may be affected by applicable taxes/VAT, seasonal pricing, service fees, cleaning fees, additional guest fees, security deposits, and other property-specific charges, where applicable. Any such charges will be disclosed to you before your booking is confirmed. Afri Escapes does not guarantee the availability of any property until a Confirmed Booking has been issued.
Submitting an enquiry through the Website allows you to express interest in a property and request further information or availability. An enquiry does not constitute a Booking Request or a Confirmed Booking.
A Booking Request submitted through the Website is subject to verification of availability by Afri Escapes and/or the relevant Property Owner/Operator, and, where applicable, receipt of any required payment or deposit.
A booking is only binding once Afri Escapes has issued a written Confirmed Booking (for example, by email), setting out the relevant dates, rates, and applicable Property-Specific Terms. Until a Confirmed Booking has been issued, Afri Escapes cannot guarantee that a property will remain available.
Payments in connection with a booking may be processed through third-party payment service providers, currently Paystack and/or PayPal, depending on the payment method you select. By making a payment, you agree to comply with any additional terms imposed by the relevant payment provider. Applicable rates, taxes, service fees, and other charges will be disclosed to you before payment is required. Afri Escapes does not invent or apply undisclosed fees.
Certain bookings may require payment of a deposit to secure a Confirmed Booking, with the balance payable by a specified date. Deposit amounts and payment schedules will be disclosed as part of the applicable Property-Specific Terms before your booking is confirmed.
Cancellation terms vary by property and will be disclosed to you, as part of the applicable Property-Specific Terms, before your booking is confirmed. Cancellation rights and any applicable cancellation fees depend on factors such as the specific property, the timing of your cancellation relative to your stay dates, and the amount already paid.
Nothing in these Terms, or in any Property-Specific Terms, is intended to unlawfully limit any cancellation or refund rights you may have under applicable South African consumer law.
Where a refund is due in accordance with the applicable cancellation policy, applicable law, or at Afri Escapes’ or the Property Owner/Operator’s discretion, refunds will be processed within a reasonable time, using the original payment method where reasonably possible, less any non-refundable amounts disclosed to you at the time of booking. We do not apply a blanket “no refunds under any circumstances” policy; refund outcomes depend on the applicable cancellation terms and the circumstances of the booking.
Requests to amend a Confirmed Booking (such as changing dates or guest numbers) are subject to availability and the applicable Property-Specific Terms, and may result in a rate adjustment or additional charges. We will endeavour to assist with reasonable change requests but cannot guarantee that changes will always be possible.
By making a booking, you agree to:
• Provide accurate and complete information when submitting enquiries, Booking Requests, and payment details
• Comply with the property rules of the relevant accommodation
• Treat the property, its staff, and other guests with respect
• Be responsible for the conduct of all members of your travel party
Check-in and check-out times, and any related procedures, are set by the relevant Property Owner/Operator and will be communicated to you as part of your Confirmed Booking or Property-Specific Terms.
Each property may have its own house rules (for example, relating to smoking, pets, noise, or additional guests), which will be disclosed to you before or at check-in. You agree to comply with these rules during your stay.
You may be held responsible for damage, loss, excessive cleaning requirements, or missing items caused by you or a member of your travel party during your stay, subject to reasonable evidence and applicable law. Where a security deposit or payment method has been disclosed and authorised for this purpose (see Section 22), applicable charges may be deducted from it, or otherwise charged to you, in accordance with the Property-Specific Terms.
Additional charges (such as extra guest fees, late check-out fees, or amenity usage fees) may apply at certain properties and will be disclosed as part of the applicable Property-Specific Terms.
Where a property requires a security deposit, this will be disclosed to you before your booking is confirmed, together with the method of collection (for example, a pre-authorisation on a payment card) and the basis on which deductions may be made. Security deposits will only be used or withheld in accordance with the disclosed terms and applicable law.
23. Travel Documentation and Guest Responsibilities
You are responsible for ensuring that you and your travel party hold valid identification, passports, visas, travel insurance, and any other documentation required for your trip. Afri Escapes and Property Owners/Operators are not responsible for losses arising from a Guest’s failure to hold required travel documentation.
We will pass on reasonable special requests (such as dietary requirements or accessibility needs) to the relevant Property Owner/Operator, but cannot guarantee that all requests will be fulfilled.
25. Property Owner/Operator Responsibilities
The relevant Property Owner/Operator is responsible for:
• The condition, safety, and maintenance of the property
• The accuracy of information they supply about the property
• Delivering the accommodation service in accordance with the Confirmed Booking and Property-Specific Terms
• Compliance with applicable health, safety, and regulatory requirements relating to the property
26. Afri Escapes’ Responsibilities
Afri Escapes is responsible for:
• Operating the Website and facilitating the enquiry and booking process
• Taking reasonable steps to ensure listing information available to it is accurate
• Facilitating communication between Guests and Property Owners/Operators
• Processing or facilitating payments through appropriate third-party payment providers
• Handling personal information in accordance with our Privacy Policy
Afri Escapes is not the operator of every property listed on the Website and, other than in respect of the booking facilitation service itself, does not guarantee the acts or omissions of independent Property Owners/Operators, save where required by applicable law.
27. Third-Party Suppliers and Service Providers
The Website may facilitate bookings involving other third-party suppliers (for example, activity providers, transfer services, or additional experiences). Afri Escapes is not responsible for the acts or omissions of independent third-party suppliers, except to the extent required by applicable law.
We aim to keep the Website available and functioning correctly but do not guarantee uninterrupted or error-free access. We may suspend or restrict access to the Website, in whole or in part, for maintenance, updates, or reasons beyond our reasonable control.
While we take reasonable care to ensure that information on the Website is accurate and up to date, we do not warrant that all content is free from errors or omissions. Where reasonably possible, we will correct known inaccuracies promptly.
All content on the Website — including but not limited to the Afri Escapes name, logo, branding, website design, photography, written content, videos, graphics, booking technology, and underlying database — is owned by or licensed to Afri Escapes and is protected by applicable intellectual property laws.
You may not copy, reproduce, scrape, distribute, or commercially exploit any content from the Website without our prior written consent.
Where the Website allows you to submit content (such as reviews, comments, or enquiry details), you grant Afri Escapes a non-exclusive, royalty-free licence to use, reproduce, and display such content for purposes connected with operating the Website, subject to applicable privacy obligations. You must not submit content that is unlawful, defamatory, misleading, or infringes the rights of any third party.
32. Prohibited Use of the Website
You agree not to:
• Use the Website for any unlawful purpose
• Attempt to gain unauthorised access to any part of the Website or its systems
• Scrape, harvest, or extract data from the Website without authorisation
• Submit false, misleading, or fraudulent information
• Interfere with the proper functioning of the Website
33. Fraudulent or Abusive Activity
Afri Escapes reserves the right to refuse, cancel, or suspend any enquiry, Booking Request, or Confirmed Booking reasonably suspected of being fraudulent, abusive, or in breach of these Terms, and to take appropriate action, including reporting such activity to relevant authorities where required by law.
34. Privacy and Personal Information
Your personal information is handled in accordance with our Privacy Policy, available on the Website, which forms part of these Terms by reference. Please review our Privacy Policy to understand how we collect, use, and protect your personal information.
To the maximum extent permitted by applicable South African law:
• Afri Escapes shall not be liable for losses arising from matters outside its reasonable control, including but not limited to property conditions, injuries occurring on a property, theft or loss, travel delays, adverse weather, natural disasters, utility interruptions, property closures, or the acts or omissions of independent Property Owners/Operators or third-party suppliers.
• Afri Escapes’ liability for its own acts or omissions in connection with the booking facilitation service is limited to direct losses that are reasonably foreseeable and directly attributable to our negligence or breach, and, where applicable law permits a monetary limitation, shall not exceed the service fees (if any) paid to Afri Escapes in connection with the relevant booking.
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under South African law, including under the Consumer Protection Act, such as liability for gross negligence, wilful misconduct, or harm arising from defective or unsafe goods or services where the CPA imposes strict liability.
To the extent permitted by applicable law, you agree to indemnify and hold Afri Escapes harmless against reasonable losses, claims, or damages arising directly from your breach of these Terms, your misuse of the Website, or your unlawful conduct, save where such losses arise from Afri Escapes’ own negligence, breach, or unlawful conduct, or where such indemnification would be inconsistent with the Consumer Protection Act or other applicable law.
Neither Afri Escapes nor the relevant Property Owner/Operator shall be liable for any failure or delay in performance caused by circumstances beyond their reasonable control, including natural disasters, extreme weather, pandemics, government action, power or utility failures, or other similar events.
38. Complaints and Dispute Resolution
If you have a complaint relating to a booking, the Website, or these Terms, please contact us first at bookings@afriescapes.com so that we can attempt to resolve the matter promptly and fairly.
Where a complaint cannot be resolved directly, you may be entitled to refer the matter to applicable South African consumer protection bodies or alternative dispute resolution mechanisms, including the National Consumer Commission or an accredited consumer protection ombud, as applicable, without prejudice to your right to pursue legal action.
These Terms are governed by the laws of the Republic of South Africa. Any disputes arising from these Terms or your use of the Website shall, subject to applicable consumer protection mechanisms, be subject to the jurisdiction of the South African courts.
We may update these Terms from time to time to reflect changes in our business, services, or legal requirements. Updated Terms will be posted on the Website with a revised effective date. Continued use of the Website after changes take effect constitutes acceptance of the updated Terms.
If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision shall be severed, and the remaining provisions shall continue in full force and effect.
These Terms, together with our Privacy Policy and any applicable Property-Specific Terms, constitute the entire agreement between you and Afri Escapes relating to your use of the Website and any bookings made through it, and supersede any prior agreements or understandings on the same subject matter.
If you have questions about these Terms, please contact us:
Afri Escapes Afri Escapes Group (Pty) Ltd 29 Copacobana, Cape Town, Western Cape, 7130, South Africa General enquiries: bookings@afriescapes.com Complaints/disputes: bookings@afriescapes.com
Effective Date: 2 September 2024
Guest responsibilities
The booking guest is responsible for ensuring that all visitors observe the property rules, respect the home and its surroundings, and provide accurate guest details. Any damage, loss or breach of property rules may result in additional charges.
Bookings & payments
A booking is confirmed only once Afri Escapes has issued written confirmation and the required deposit has cleared. Remaining balances, due dates and any applicable security deposit will be shown in your booking confirmation.
REFUND & CANCELLATION POLICY
Afri Escapes Group (Pty) Ltd
Effective Date: 10 September 2026
Afri Escapes Group (Pty) Ltd (“Afri Escapes”, “we”, “us” or “our”) facilitates bookings for selected villas, private stays, hideaways and accommodation experiences across Southern Africa.
Because each property and accommodation provider may have its own cancellation and refund conditions, the specific cancellation terms applicable to a booking will be communicated to the guest before the booking is confirmed and/or will form part of the applicable booking confirmation.
1. Booking Deposits
A deposit may be required to secure a booking.
Unless otherwise stated in writing, payment of a deposit does not automatically guarantee a refund if the guest subsequently cancels. Refund eligibility will depend on the cancellation terms applicable to the specific property and booking.
2. Guest Cancellations
If a guest wishes to cancel a confirmed booking, the guest must notify Afri Escapes in writing as soon as reasonably possible.
Any refund will be determined according to the cancellation policy applicable to that particular booking.
Where a property owner, accommodation provider or supplier has imposed a non-refundable deposit or cancellation charge, Afri Escapes may be required to retain or deduct the applicable amount from any refund.
3. Refund Processing
Where a guest is entitled to a refund, Afri Escapes will process the applicable refund after confirmation of the cancellation and any amounts refundable by the relevant accommodation provider or supplier.
Refunds will generally be made using the original payment method, unless otherwise agreed.
Processing times may vary depending on the payment provider and the guest's bank or financial institution.
4. Cancellation by Afri Escapes or the Accommodation Provider
In the unlikely event that Afri Escapes or the relevant accommodation provider is required to cancel a confirmed booking for reasons within their control, Afri Escapes will work with the guest to provide an appropriate alternative or refund, subject to the circumstances and applicable supplier terms.
Where cancellation results from circumstances outside Afri Escapes' reasonable control, including events of force majeure, the refund or alternative arrangements available will depend on the applicable property, supplier and booking terms.
5. Changes to Bookings
Requests to change dates, guest numbers, accommodation or other booking details are subject to availability and may result in additional charges.
A change to a booking may also be treated as a cancellation and rebooking where required by the accommodation provider.
6. No-Show
If a guest fails to arrive at the accommodation on the scheduled check-in date without providing prior notice, the booking may be treated as a no-show.
Unless the applicable booking terms provide otherwise, no refund will be due for a no-show.
7. Early Departure
Guests who leave their accommodation before the scheduled departure date are generally not entitled to a refund for unused nights or services, unless otherwise agreed in writing or required under the applicable booking terms.
8. Third-Party Suppliers
Afri Escapes may facilitate bookings with independent property owners, accommodation operators, experience providers and other third-party suppliers.
Where a refund is dependent on a third-party supplier, Afri Escapes will assist the guest in communicating with the relevant supplier and processing any applicable refund.
9. Refund Disputes
If you believe you are entitled to a refund that has not been correctly processed, please contact Afri Escapes at bookings@afriescapes.com with your booking details and the reason for your request.
We will review the matter and respond within a reasonable period.
10. Acceptance of This Policy
By making a booking through Afri Escapes, the guest acknowledges that they have reviewed and accepted the cancellation and refund terms applicable to their booking.
Where the terms applicable to an individual booking differ from this general policy, the specific booking terms communicated to the guest will apply.
Afri Escapes Group (Pty) Ltd
Website: www.afriescapes.com
Email: bookings@afriescapes.com
This policy should be read together with Afri Escapes' Terms & Conditions and the specific booking terms applicable to each property or supplier.
Afri Escapes (“Afri Escapes”, “we”, “us” or “our”) is a luxury travel and accommodation platform that showcases curated stays, properties and experiences, primarily located in South Africa and, where applicable, other African destinations.
This Privacy Policy explains how we collect, use, share, store and protect personal information when you visit our website, submit an enquiry or booking request, communicate with us, subscribe to our marketing communications, or otherwise interact with Afri Escapes.
We are committed to protecting your privacy and handling your personal information responsibly, in accordance with the Protection of Personal Information Act 4 of 2013 (“POPIA”), and, where relevant, the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”) and the Consumer Protection Act 68 of 2008 (“CPA”).
By using our website or providing personal information to us, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with this Policy, please do not use our website or provide us with your personal information.
• “Personal information” has the meaning given to it in POPIA, and includes any information relating to an identifiable, living natural person, and, where applicable, an identifiable, existing juristic person.
• “Processing” means any operation performed on personal information, including collection, storage, use, disclosure, or deletion.
• “Data subject” means the person to whom personal information relates (for example, you, as a website user, guest or enquirer).
• “Responsible party” means the entity that determines the purpose and means of processing personal information — in most cases, Afri Escapes.
• “Operator” means a third party that processes personal information on behalf of Afri Escapes, such as a service provider.
• “Property Owner/Operator” means the owner, manager or operator of an accommodation property listed or marketed on the Afri Escapes platform.
• “Website” means the Afri Escapes website and any associated digital platforms through which this Policy is made available.
• “You” or “user” means any person who accesses or uses our website, submits an enquiry, makes a booking request, or otherwise provides personal information to us.
3. Who Is Responsible for Your Personal Information
Afri Escapes, Afri Escapes Group (Pty) Ltd, registration number 2026/685514/07, with its registered address at 29 Copacobana, Cape Town, Western Cape, 7130, South Africa, is the “responsible party” as defined under POPIA for personal information collected through this website, unless otherwise stated in this Policy.
Our appointed Information Officer can be contacted at:
Information Officer: Luxolo Makwedini Email: bookings@afriescapes.com
Where a Property Owner or Accommodation Operator independently determines how your information is used in connection with your stay (for example, house rules compliance, on-property registers, or their own marketing), that Property Owner/Operator may also act as a separate responsible party for that specific processing. This is explained further in Section 10 below.
Depending on how you interact with us, we may collect the following categories of personal information:
4.1 Information you provide directly
• Name, surname and title
• Email address and telephone/WhatsApp number
• Postal or billing address (where relevant to a booking)
• Travel preferences, party size, special requests or dietary/accessibility needs you choose to share
• Enquiry, booking request or contact form content
• Correspondence you send us (email, WhatsApp, contact forms, telephone notes)
• Marketing/newsletter subscription preferences
• Identity or travel-document information, only where reasonably required to facilitate a specific booking (see Section 8)
4.2 Information collected automatically
• IP address, device type, browser type and operating system
• Website usage data, such as pages viewed, referral source, and time spent on pages
• Cookie and similar tracking data (see Section 12)
4.3 Information received from third parties
• Information provided by Property Owners or Accommodation Operators relevant to your enquiry or booking (for example, availability confirmations or booking-specific communications)
• Limited transaction or payment-status information received from third-party payment service providers (see Section 9)
• Information from marketing or analytics platforms used to understand website performance (see Sections 12–13)
We do not knowingly collect special personal information (such as health, religious belief, or biometric data) unless you voluntarily provide it to us — for example, disclosing a dietary requirement or accessibility need for a booking — in which case we process it solely for the purpose of facilitating your stay.
We collect personal information:
• Directly from you, when you complete an enquiry, booking or contact form, subscribe to marketing communications, or correspond with us
• Automatically, through cookies and similar technologies as you browse our website
• From Property Owners/Accommodation Operators, where relevant to processing your enquiry or booking
• From payment service providers, limited to information necessary to confirm and administer a booking
• From publicly available sources, where reasonably necessary (for example, verifying a property listing)
6. Why We Collect and Process Information
We process personal information for the following purposes:
• To respond to enquiries and process booking requests
• To communicate with you about your booking, stay, or enquiry
• To facilitate bookings and payments through relevant service providers
• To liaise with Property Owners/Accommodation Operators on your behalf
• To personalise and improve your experience of our website
• To send marketing and promotional communications, where you have consented or as otherwise permitted by law (see Section 14)
• To analyse and improve website performance and content
• To detect, prevent and investigate fraud, misuse or unlawful activity
• To comply with legal, regulatory, tax and accounting obligations
• To enforce our Terms and Conditions and protect our legal rights
7. Lawful Basis for Processing
We rely on one or more of the following lawful bases, as required by POPIA, to process your personal information:
• Consent — for example, when you subscribe to marketing communications
• Performance of a contract or pre-contractual steps — for example, processing your booking enquiry or request
• Legitimate interests — for example, improving our website, preventing fraud, or maintaining business records, provided this does not unjustifiably infringe your privacy
• Compliance with a legal obligation — for example, retaining certain records for tax purposes
• Protection of a legitimate interest of the data subject — where relevant, such as responding to a health or safety concern you raise in connection with a booking
Where we rely on consent, you have the right to withdraw that consent at any time, as explained in Section 21.
8. Booking and Enquiry Information
When you submit an enquiry or booking request, we collect the information reasonably necessary to process it, which may include your name, contact details, preferred property, travel dates, number of guests, and any special requests.
Please note:
• Submitting an enquiry does not automatically create a confirmed or binding booking; a booking is only confirmed once communicated to you in writing, in accordance with our Terms and Conditions.
• We may share relevant booking details with the applicable Property Owner/Accommodation Operator so that your enquiry or request can be assessed and actioned (see Section 10).
• Where a booking requires identity or travel-document information (for example, for certain properties, insurance purposes, or cross-border travel), we will only request the minimum information reasonably necessary, and will explain why it is needed at the time.
9. Payment Information and Third-Party Payment Providers
Where payments are facilitated through the Afri Escapes website or in connection with a booking, such payments are processed by independent, third-party payment service providers.
We do not store your full card numbers, CVV codes or online banking credentials on our systems. Payment card and banking details are submitted directly to, and processed by, the relevant third-party payment provider in accordance with their own security standards and privacy practices.
We may receive limited transaction information from our payment providers — such as confirmation of payment, transaction reference numbers, or the amount paid — solely to the extent necessary to administer your booking, issue confirmations, process refunds, or resolve payment queries.
We encourage you to review the privacy policy of any third-party payment provider used at the time of booking. Payments in connection with your booking may currently be processed via Paystack and/or PayPal, depending on the payment method you select and the property or booking route concerned.
10. Information Shared with Property Owners/Accommodation Operators
Because Afri Escapes markets properties and facilitates bookings on behalf of independent Property Owners and Accommodation Operators, we may share relevant personal information with the applicable property partner, including:
• Your name and contact details
• Booking dates, party size, and special requests
• Information reasonably necessary for check-in, on-property registers, or compliance with property-specific requirements
Property Owners/Accommodation Operators are independently responsible for how they handle your personal information once it is shared with them for purposes of your stay (for example, statutory guest registers required at the property). We encourage you to direct any privacy queries relating to on-property handling of your information to the relevant property directly, where applicable. Afri Escapes will share only what is reasonably necessary to facilitate your enquiry, booking, or stay.
11. Third-Party Service Providers
We may share personal information with trusted third-party service providers who assist us in operating our business, including (as applicable):
• Website hosting and IT service providers
• Payment service providers
• Analytics and website performance providers
• Email/SMS/WhatsApp marketing platforms
• Customer relationship management (CRM) tools
• Professional advisors (legal, accounting, or auditing), where necessary
These service providers act as “operators” under POPIA and are only permitted to process your personal information on our instructions, for the purposes we specify, and subject to appropriate confidentiality and security obligations. Specific providers will be named or updated in this Policy as our vendor relationships are finalised.
We do not sell personal information to third parties.
12. Cookies and Similar Technologies
Our website may use cookies and similar tracking technologies to operate effectively and to improve your browsing experience. Cookies are small text files stored on your device.
We may use the following categories of cookies:
• Essential cookies — necessary for the website to function correctly (for example, enabling core navigation and security features). These cannot typically be disabled without affecting website functionality.
• Analytics cookies — help us understand how visitors use our website, so we can improve content and performance.
• Functional cookies — remember your preferences to enhance your browsing experience.
• Marketing/advertising cookies — may be used to deliver more relevant advertising and measure the effectiveness of marketing campaigns.
We currently use Google Analytics and the Meta Pixel to help us understand website usage and measure the performance of our marketing. Where required by law, we will obtain your consent before activating non-essential cookies through an appropriate cookie consent mechanism on our website.
Managing cookies: Most browsers allow you to control or disable cookies through their settings. Please note that disabling certain cookies may affect the functionality of our website. Where legally required, we will provide a cookie consent mechanism allowing you to manage your preferences on our website.
We may use analytics tools to understand how visitors interact with our website, including pages visited, time spent on the site, and general browsing patterns. This information helps us improve our website, content and services. We currently use Google Analytics and the Meta Pixel for this purpose. Analytics data is generally used in aggregate or pseudonymised form. Where a provider offers an opt-out mechanism (such as the Google Analytics opt-out browser add-on, or advertising preference controls offered by Meta), we will make this available to you or point you to it.
14. Marketing and Direct Communications
We may send you marketing communications, such as newsletters, curated travel inspiration, promotions or updates about properties and offers, via email, and, where applicable, WhatsApp or SMS.
14.1 Consent-based marketing Where required by POPIA, we will only send you direct marketing communications if you have given your consent, such as by subscribing to our newsletter or opting in during an enquiry or booking process.
14.2 Existing customer communications Where permitted under POPIA (for example, where you have previously enquired about or booked accommodation through us), we may send you direct marketing relating to similar products or services, provided we give you a reasonable opportunity to opt out, free of charge, both at the time your details were collected and on each subsequent communication.
14.3 WhatsApp/SMS marketing We may use both WhatsApp and SMS to send you marketing communications where you have consented to this. Our WhatsApp marketing number is 081 504 3080. Where we use WhatsApp or SMS for marketing purposes, we will only do so in accordance with applicable consent requirements, and you may opt out at any time using the methods described below.
15. How You Can Unsubscribe From Marketing
You can opt out of marketing communications at any time by:
• Clicking the “unsubscribe” link included in our marketing emails
• Replying “STOP” (or similar instruction) to SMS/WhatsApp marketing messages, including messages sent from our WhatsApp marketing number (081 504 3080), where applicable
• Contacting us directly at bookings@afriescapes.com
Please note that even if you opt out of marketing communications, we may still send you essential, non-marketing communications relating to an existing enquiry or booking (for example, booking confirmations or important service updates).
We retain personal information only for as long as reasonably necessary to fulfil the purposes described in this Policy, including to satisfy any legal, accounting, tax, or reporting requirements.
Retention periods vary depending on the nature of the information and the purpose of processing — for example, booking and transaction records may need to be retained for longer periods to comply with financial recordkeeping obligations, while marketing consent records may be retained until you withdraw consent or object.
Once information is no longer required, we will take reasonable steps to securely delete, destroy, or anonymise it. [Specific retention periods will be confirmed and inserted here once internal record-keeping practices are finalised.]
We implement reasonable technical and organisational measures designed to protect personal information against loss, unauthorised access, alteration, disclosure or destruction, in accordance with POPIA’s security safeguards requirements.
While we take data security seriously, no method of transmission over the internet or electronic storage is completely secure, and we cannot guarantee absolute security. We encourage you to take reasonable steps to protect your own information, such as safeguarding login credentials where applicable.
Access to personal information within Afri Escapes is limited to personnel and service providers who reasonably require it to perform their functions, and is subject to confidentiality obligations.
In the event of a security compromise that has, or is reasonably believed to have, resulted in unauthorised access to or acquisition of personal information, Afri Escapes will:
• Investigate the incident promptly
• Take reasonable steps to contain and remediate the breach
• Notify the Information Regulator, as required under POPIA
• Notify affected data subjects, as soon as reasonably possible, unless the identity of the data subject cannot be established, providing sufficient information to allow them to take protective measures
• Document the breach and our response, in accordance with our internal data breach procedures
19. International/Cross-Border Transfers
As a platform showcasing South African and, where applicable, other African destinations, we may receive enquiries from users located outside South Africa, and may work with service providers or property partners located in other countries. In particular, in addition to South Africa, we currently work with, or may work with, property partners and service providers based in Zimbabwe and Namibia.
Where personal information is transferred outside South Africa, we will take reasonable steps to ensure that such transfers comply with POPIA’s cross-border transfer requirements, including, where applicable, ensuring that:
• The recipient is subject to a law, binding corporate rules, or binding agreement that provides an adequate level of protection substantially similar to POPIA; or
• The transfer is necessary for the performance of a contract between you and us (for example, facilitating a booking with an internationally located service provider); or
• You have consented to the transfer.
If you are accessing our website from outside South Africa, please be aware that your personal information may be processed in South Africa, where data protection laws may differ from those in your home jurisdiction.
Our website and services are not directed at, or intended for use by, children under the age of 18 without the involvement of a parent or legal guardian. We do not knowingly collect personal information directly from children without appropriate consent. If we become aware that we have inadvertently collected personal information from a child without appropriate consent, we will take reasonable steps to delete such information.
Where a booking includes minors as part of a travel party, relevant information about a minor may be processed strictly for purposes of facilitating that booking, based on the consent and instruction of the accompanying parent or legal guardian.
Subject to applicable legal requirements and exceptions, you have the right to:
• Access the personal information we hold about you
• Request correction of personal information that is inaccurate, incomplete, misleading, or outdated
• Request deletion or destruction of personal information that we are no longer authorised to retain, subject to applicable legal, contractual, or record-keeping requirements
• Object to the processing of your personal information, on reasonable grounds relating to your particular situation, unless legislation provides for such processing
• Object to direct marketing, at any time and free of charge
• Withdraw consent, where processing is based on consent, without affecting the lawfulness of processing carried out before withdrawal
• Complain to us or to the Information Regulator if you believe your personal information has been processed unlawfully
22. How to Request Access, Correction or Deletion
To exercise any of the rights described above, please contact us at:
Email: bookings@afriescapes.com Attention: Luxolo Makwedini, Information Officer
We may need to verify your identity before actioning a request, to protect your personal information from unauthorised access. We will respond to legitimate requests within a reasonable time and in accordance with POPIA’s requirements. Certain requests may be subject to limitations permitted by law (for example, where information must be retained for legal or regulatory purposes).
23. Complaints and Regulatory Rights
If you believe that we have not handled your personal information in accordance with POPIA, we encourage you to contact us first at bookings@afriescapes.com so that we can attempt to resolve your concern.
You also have the right to lodge a complaint with South Africa’s Information Regulator:
The Information Regulator (South Africa) Website: https://inforegulator.org.za Email: complaints.IR@justice.gov.za Physical Address: JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001
24. Third-Party Websites and Links
Our website may contain links to third-party websites, including property partner websites, payment providers, or social media platforms. This Privacy Policy does not apply to third-party websites, and we are not responsible for their privacy practices. We encourage you to review the privacy policies of any third-party website you visit.
25. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or business operations. Any changes will be posted on this page with an updated effective date. We encourage you to review this Policy periodically. Where required by law, we will notify you of material changes in an appropriate manner.
If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:
Afri Escapes Afri Escapes Group (Pty) Ltd 29 Copacobana, Cape Town, Western Cape, 7130, South Africa Email: bookings@afriescapes.com Information Officer: Luxolo Makwedini
Effective Date: 2 September 2024
Questions
For any questions about these terms or our policies, please contact Afri Escapes before confirming your stay.
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