Privacy Policy

Last Reviewed: April 2026

info@imelatoursandtravel.com | +254 793 916 707

ℹ Your Privacy Matters to Us This Privacy Policy explains what personal information Imela Tours & Travel collects, why we collect it, how it is used and protected, and the rights you have over your data. We are committed to handling your information responsibly and in compliance with the Kenya Data Protection Act, 2019.

1. Who We Are

Imela Tours & Travel is a travel and safari company registered and operating in Nairobi, Kenya. We specialise in safari packages, wildlife tours, cultural experiences, and custom travel services across Kenya and East Africa.

For the purposes of this Privacy Policy, Imela Tours & Travel is the Data Controller – meaning we determine the purposes and means by which your personal data is processed.

Contact details:

• Email: info@imelatoursandtravel.com

• Phone: +254 793 916 707

• Location: Nairobi, Kenya

2. Scope of This Policy

This Privacy Policy applies to all personal information collected by Imela Tours & Travel through:

• Our website and online enquiry or booking forms

• Email and telephone communications

• In-person consultations and office visits

• Social media interactions (Facebook, Instagram, WhatsApp, etc.)

• Third-party platforms or travel agents who refer clients to us

By engaging with us in any of the above ways, you acknowledge that you have read and understood this Privacy Policy. If you are providing information on behalf of another person (e.g., a group booking), you confirm that you have their consent to share their personal data with us.

3. Personal Information We Collect

We collect only the information necessary to provide our travel services and fulfil our legal obligations. The categories of personal data we may collect include:

3.1 Identity & Contact Information

• Full name and title

• Date of birth and nationality

• Passport number and expiry date

• Email address and telephone number

• Physical or postal address

3.2 Booking & Travel Information

• Travel dates, destinations, and itinerary preferences

• Accommodation and dietary preferences

• Special requests (e.g., mobility requirements, medical conditions relevant to travel)

• Emergency contact details (name and phone number)

• Travel insurance details (where provided)

3.3 Payment Information

• Bank account or mobile money details (for payment processing only)

• Transaction references and payment confirmations

Note: We do not store full credit/debit card numbers. Card payments are processed through secure third-party payment providers.

3.4 Communications Data

• Records of emails, WhatsApp messages, or calls between you and our team

• Enquiry forms and feedback submitted via our website or social media

3.5 Technical & Usage Data (Website Visitors)

• IP address and browser type

• Pages visited and time spent on our website

• Device type (desktop, mobile, tablet)

• Referring website or search terms used to find us

This data is collected via cookies and analytics tools (see Section 10 on Cookies).

3.6 Sensitive Information

In some cases, we may collect health-related information you voluntarily provide (e.g., dietary needs, mobility limitations, medical conditions relevant to safari activities). This information is collected solely to ensure your safety and comfort during travel, and is handled with the highest level of care.

4. How We Collect Your Information

We collect personal information in the following ways:

• Directly from you – when you make a booking, send an enquiry, fill in a form, or communicate with us by any means.

• From third parties – such as travel agents, referral partners, or online travel platforms that book on your behalf.

• Automatically – through our website using cookies and analytics tools when you visit or interact with our site.

• From publicly available sources – such as your public social media profile if you tag or contact us online.

5. How We Use Your Personal Information

We process your personal data only for legitimate purposes. These include:

5.1 To Deliver Our Travel Services

• Processing and confirming your booking

• Arranging accommodation, transportation, park permits, and activities

• Communicating your itinerary and travel documentation

• Sharing necessary details with lodges, airlines, guides, and other service providers

5.2 To Process Payments

• Issuing invoices and receipts

• Processing deposits and balance payments

• Managing refunds and cancellations

5.3 To Communicate With You

• Responding to enquiries and requests

• Sending booking confirmations and pre-travel information

• Providing updates on itinerary changes or important travel notices

5.4 For Marketing Purposes (With Your Consent)

• Sending newsletters, safari inspiration, or promotional offers

• Sharing destination guides, travel tips, or seasonal deals

You may opt out of marketing communications at any time by clicking “Unsubscribe” in any email, or by contacting us directly. Opting out of marketing will not affect your ability to receive essential booking communications.

5.5 To Improve Our Services

• Analysing website usage to enhance user experience

• Reviewing feedback and complaints to improve our operations

• Conducting internal reporting and business planning

5.6 To Comply With Legal Obligations

• Maintaining financial records as required by Kenyan tax and business law

• Responding to lawful requests from regulatory or government authorities

• Enforcing our Terms & Conditions and protecting our legal rights

6. Legal Basis for Processing

Under the Kenya Data Protection Act, 2019, we process your personal data on the following legal grounds:

• Contractual necessity – processing is required to fulfil or enter into a booking contract with you.

• Legal obligation – processing is required to comply with applicable laws and regulations.

• Legitimate interests – processing is in our legitimate business interest (e.g., improving services, preventing fraud), where this does not override your rights.

• Consent – for marketing communications and the use of non-essential cookies, we rely on your explicit consent, which you may withdraw at any time.

7. Sharing Your Personal Information

We do not sell, rent, or trade your personal information. We may share your data only in the following circumstances:

7.1 With Service Providers

To fulfil your booking, we share relevant personal details with trusted third-party providers, including:

• Safari lodges, tented camps, and hotels

• Domestic and international airlines

• Ground transport operators and safari guides

• National park and conservancy authorities (for permit applications)

• Visa and immigration facilitation agencies (where applicable)

These providers receive only the minimum information necessary and are required to handle it securely and in accordance with applicable data protection laws.

7.2 With Payment Processors

Payment transactions are handled through secure third-party processors. Your financial information is not stored on our systems beyond what is necessary for transaction records.

7.3 With Professional Advisors

We may share information with our legal, financial, or insurance advisors where necessary to protect our business interests or fulfil legal obligations.

7.4 When Required by Law

We may disclose personal information to government bodies, law enforcement agencies, or courts where required by law or a valid legal order.

7.5 Business Transfers

In the event of a merger, acquisition, or sale of our business, your personal data may be transferred as part of that transaction. You will be notified in advance if this occurs and if your rights are affected.

8. International Data Transfers

Some of our service providers – such as international airlines, cloud-based software platforms, or booking systems – may be based outside Kenya. Where personal data is transferred internationally, we take reasonable steps to ensure it is protected to a standard equivalent to Kenyan data protection law, including using contractual safeguards with the receiving party.

9. How Long We Keep Your Information

We retain personal data only for as long as is necessary for the purposes for which it was collected, or as required by law. Our general retention guidelines are:

• Booking and travel records: 7 years (for tax and financial compliance purposes)

• Marketing preferences and consent records: Until you withdraw consent or request deletion

• Complaints and correspondence: 3 years from resolution

• Website analytics data: Up to 26 months (anonymised thereafter)

When personal data is no longer required, it is securely deleted or anonymised.

10. Cookies & Website Tracking

Our website uses cookies – small text files placed on your device – to improve your experience and help us understand how visitors use our site. We use the following types of cookies:

• Essential cookies – necessary for the website to function (e.g., session management). These cannot be disabled.

• Analytics cookies – help us understand visitor behaviour (e.g., Google Analytics). These are only set with your consent.

• Marketing cookies – used to deliver relevant advertisements or track referral sources. These are only set with your consent.

When you first visit our website, you will be presented with a cookie consent banner. You may accept all cookies, manage your preferences, or reject non-essential cookies. You can also manage or delete cookies at any time through your browser settings.

11. Your Data Protection Rights

Under the Kenya Data Protection Act, 2019, you have the following rights in relation to your personal data:

• Right of Access – You may request a copy of the personal data we hold about you.

• Right to Rectification – You may ask us to correct inaccurate or incomplete information.

• Right to Erasure – You may request that we delete your personal data, subject to our legal retention obligations.

• Right to Restrict Processing – You may ask us to limit how we use your data in certain circumstances.

• Right to Data Portability – Where technically feasible, you may request that your data be transferred to another service provider.

• Right to Object – You may object to processing based on legitimate interests or for direct marketing purposes.

• Right to Withdraw Consent – Where processing is based on consent, you may withdraw it at any time without affecting the lawfulness of prior processing.

To exercise any of these rights, please contact us at info@imelatoursandtravel.com. We will respond to your request within 21 days. We may need to verify your identity before processing your request.

⚠ If you believe your data protection rights have been violated, you have the right to lodge a complaint with the Office of the Data Protection Commissioner of Kenya (ODPC). ODPC Website: www.odpc.go.ke

12. Data Security

Imela Tours & Travel takes the security of your personal information seriously. We implement appropriate technical and organisational measures to protect your data against unauthorised access, loss, alteration, or disclosure. These measures include:

• Password-protected systems and email accounts

• Restricted access to client data (accessible only to authorised staff)

• Secure email protocols for sensitive communications

• Regular review of our data handling practices

While we take all reasonable precautions, no method of electronic transmission or storage is 100% secure. We cannot guarantee absolute security, but we are committed to promptly notifying affected individuals in the event of a data breach, in accordance with applicable law.

13. Children’s Privacy

Our services are not directed at children under the age of 18. We do not knowingly collect personal data directly from minors. Where a booking includes minors, all personal data relating to them is collected from and managed by the parent or legal guardian making the booking, who is responsible for their consent.

If you believe we have inadvertently collected personal data from a child without appropriate parental consent, please contact us immediately and we will take steps to delete it.

14. Third-Party Links & Platforms

Our website or communications may contain links to third-party websites, social media platforms, or booking systems. This Privacy Policy does not apply to those external sites. We encourage you to review the privacy policies of any third-party platforms before providing your personal information.

We are not responsible for the privacy practices or content of third-party websites.

15. Marketing Communications

With your consent, we may send you marketing emails, newsletters, or promotional messages about our tours, special offers, and travel inspiration. You can withdraw your consent and unsubscribe at any time by:

• Clicking the “Unsubscribe” link in any marketing email

• Emailing us at info@imelatoursandtravel.com with the subject line “Unsubscribe”

• Contacting us by phone

Please allow up to 10 business days for your unsubscribe request to take effect. Unsubscribing from marketing will not affect your receipt of essential service-related communications (e.g., booking confirmations, itinerary updates).

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or the services we offer. Any changes will be posted on our website with an updated effective date at the top of this page.

For significant changes, we will notify you directly by email (if you are an existing client) or by a prominent notice on our website. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

17. Contact Us

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