Who We Are
Chiwo Global Adventures Limited is a tour and destination-management company based in Nairobi, Kenya.
Contact details Pioneer House, 1st Floor, Suite 111, Kenyatta Avenue, Nairobi, Kenya Email: [email protected] Phone: +254 721 885421 Data Protection Officer: [email protected]
In this policy, “we”, “us” and “Chiwo” mean Chiwo Global Adventures Limited.
Information We Collect
We collect information that you provide directly to us, including:
- Name, email address, telephone number and preferred contact method
- Nationality, country of residence and passport-related information where needed for a booking
- Travel dates, destinations, accommodation preferences, budget and travel interests
- Number of travellers, room preferences and children’s ages
- Flight, transfer, accommodation and activity requirements
- Communications with us by website form, email, telephone, WhatsApp or social media
- Payment and transaction information where you make or confirm a booking
- Technical information generated when you use our website, such as IP address, browser type, device information and cookie data
We may also receive information from a person making an enquiry or booking for other travellers. If you provide another person’s information, you should make sure they know you have done so and that they have seen this policy.
Sensitive Information
Some information requested during travel planning may be sensitive personal data. This can include dietary requirements, allergies, mobility needs, medical information, assistance requirements or information relevant to safe travel arrangements.
Providing this information is optional. If you choose to provide it, we use it only where reasonably necessary to:
- Plan suitable accommodation, meals, transfers and activities
- Communicate relevant needs to suppliers involved in your trip
- Help us respond appropriately if an issue arises during travel
- Meet an applicable legal, health or safety requirement
Access to sensitive information is limited to staff and suppliers who need it for these purposes. We ask you to provide only the information that is relevant to your travel arrangements.
Where required, we will seek your explicit consent before collecting, using or sharing sensitive personal data. You may withdraw consent at any time, although this may affect our ability to provide some arrangements safely or appropriately.
Why We Use Your Information
We use personal information to:
- Respond to enquiries and prepare travel proposals and quotes
- Plan, confirm and manage bookings
- Arrange travel services with accommodation providers, airlines, transport providers, guides, parks, insurers and other suppliers
- Process payments and maintain accounting records
- Provide customer support before, during and after travel
- Meet legal, regulatory, immigration, conservation, insurance and safety requirements
- Improve our website, services and client communications
- Send marketing communications where you have agreed to receive them or where otherwise permitted by law
- Handle complaints, disputes, refunds and legal claims
We process information only where we have a lawful reason to do so, including your consent, performance of a contract, compliance with a legal obligation, protection of vital interests or our legitimate business interests.
Who We Share Information With
We share personal information only where necessary to arrange and deliver travel services or comply with law. Depending on your itinerary, this may include:
- Hotels, lodges, camps and accommodation providers
- Airlines, ticketing providers and transport companies
- Driver-guides, activity providers and local ground operators
- National parks, wildlife authorities and permit-issuing bodies
- Visa, immigration, insurance and payment providers
- Technology, website-hosting, email, CRM and accounting providers
- Professional advisers, insurers, banks, regulators and government authorities where required
Some suppliers may be outside Kenya. Where personal data is transferred outside Kenya, we will take reasonable steps to ensure appropriate safeguards are in place and, where required, obtain consent for the transfer of sensitive personal data.
We do not sell personal information.
Marketing
We may send you travel news, offers or updates if you have opted in or where permitted by law.
You can opt out at any time by using the unsubscribe link in an email or by contacting us at [email protected]. Opting out of marketing will not stop essential booking or service communications.
Data Retention
We keep personal information only for as long as necessary for the purpose for which it was collected, unless a longer period is required or permitted by law.
Our retention periods are:
- Enquiries that do not become bookings: 12 months from our last contact with you
- Booking and travel records: 6 years after the end of your trip, so that we can deal with any later questions, claims or disputes
- Financial and tax records: 5 years after the end of the relevant tax period, as required under Kenyan tax law
- Marketing-consent records: for as long as you remain subscribed. If you unsubscribe, we keep only a record of your opt-out so that we do not contact you again
- Sensitive travel information, such as medical, dietary or mobility details and passport copies: deleted or anonymised within 90 days after your trip ends, unless we need it for an incident, claim or legal requirement
At the end of the relevant period, we will securely delete, anonymise or otherwise dispose of information that is no longer needed.
Security
We use reasonable technical and organisational measures to protect personal information against loss, misuse, unauthorised access, alteration and disclosure.
No online system can be completely secure. Please avoid sending unnecessary medical, financial or identity information through unsecured channels.
Your Rights
Subject to applicable law, you may have the right to:
- Be informed about how your personal information is used
- Request access to personal information we hold about you
- Request correction of inaccurate or incomplete information
- Request deletion of information that is false, misleading, excessive or no longer necessary
- Object to certain processing
- Withdraw consent where processing is based on consent
- Request information about recipients of your data
- Lodge a complaint with the Office of the Data Protection Commissioner in Kenya
To make a request, contact [email protected]. We may need to verify your identity before responding.
Cookies and Website Analytics
Our website uses a small number of cookies and similar technologies that it needs to work securely. We do not use analytics tools, advertising pixels or tracking for marketing purposes.
You can manage cookies through your browser settings. Disabling some cookies may affect how the website functions.
The services that may set cookies or receive basic technical information, such as your IP address and browser type, are:
- Cloudflare, which protects the website and checks enquiry forms for spam. It may set cookies that are needed for security.
- Google Maps, which is embedded on our Contact page. Google may set its own cookies when the map loads, under Google’s privacy policy.
- Google Fonts, which supplies the typefaces used on the website. Your browser requests the fonts from Google, which receives your IP address.
If we add analytics or other tools in future, we will update this section before they are used.
Children
We may collect limited information about children where it is needed to plan family travel, accommodation, transport or activities. A parent or legal guardian should provide this information and make booking decisions on a child’s behalf.
Changes to This Policy
We may update this policy from time to time. The latest version will be published on our website with the revised date.
Contact Us
For privacy questions, requests or concerns, contact:
Chiwo Global Adventures Limited Pioneer House, 1st Floor, Suite 111, Kenyatta Avenue, Nairobi, Kenya Email: [email protected] Phone: +254 721 885421