4. Information We Collect Automatically

When you use our website, certain technical information may be collected automatically by our website, hosting provider, security systems, analytics tools or similar technologies.

This may include:

• Internet Protocol (IP) address
• Browser type and version
• Device type
• Operating system
• Referring website or page
• Pages visited
• Date and time of access
• Approximate geographic information derived from your IP address
• Website interactions
• Session and technical information
• Cookie or similar technology identifiers

We use this information to operate and secure our website, understand how visitors use it, identify technical problems, improve performance and improve the customer experience.

5. How We Collect Your Information

We may collect personal information:

• directly from you;
• through our website;
• through enquiry and booking forms;
• by telephone;
• through WhatsApp or other messaging platforms;
• by email;
• through social media;
• when you visit our office;
• from a person booking travel on your behalf;
• from travel agents or corporate clients;
• from hotels, airlines, tour operators or other travel suppliers;
• from payment providers;
• from insurance providers;
• from booking platforms or travel technology providers; or
• from other third parties involved in arranging or delivering your requested travel services.

6. Why We Use Your Personal Information

We may use personal information to:

Process enquiries and bookings

We use your information to respond to enquiries, prepare quotations and itineraries, make reservations and administer your travel arrangements.

Protecting customer information throughout this process is an important part of our Kenya safari booking privacy practices.

This may include arranging:

• flights;
• hotels and other accommodation;
• safaris;
• tours and excursions;
• transfers;
• transport;
• travel insurance;
• activities;
• conference or corporate travel services; and
• other services included in your itinerary.

Communicate with you

We may use your contact information to:

• respond to enquiries;
• send quotations;
• confirm bookings;
• provide invoices and receipts;
• send travel documents;
• communicate itinerary changes;
• provide important pre-departure information;
• inform you of cancellations or disruptions;
• provide customer support;
• respond to complaints or feedback; and
• contact you in an emergency.

Process payments

We may use information necessary to process deposits, balance payments, refunds and other transactions relating to your booking.

Payments may be processed through banks, card-processing companies, mobile-money services, payment gateways or other financial-service providers.

Where payments are handled by a third-party payment provider, that provider may process your financial information under its own privacy and security terms.

Deliver and manage travel services

We use relevant information to coordinate with the hotels, airlines, transport operators, guides, tour operators, insurance providers and other suppliers responsible for delivering your trip.

Protect travellers

Where appropriate, information may be used to assist with health, safety, emergency or security situations during your trip.

Meet legal and regulatory requirements

We may process information where necessary to:

• comply with applicable laws;
• comply with immigration or border requirements;
• meet airline or accommodation registration requirements;
• fulfil tax or accounting obligations;
• respond to lawful requests from courts, regulators or law-enforcement authorities;
• prevent or investigate fraud; or
• protect our legal rights.

Improve our services

We may analyse enquiries, bookings, website activity, customer feedback and aggregated information to understand customer needs and improve our tours, services, website and customer experience.

7. Legal Bases for Processing Your Information

Depending on the circumstances and applicable law, Crystal Tours Kenya may process your information because:

Performance of a contract

Processing may be necessary to take steps at your request before a booking or to perform our contractual obligations after you book with us.

For example, we need your identity and contact details to make and administer a travel reservation.

Consent

We may rely on your consent for activities such as:

• certain marketing communications;
• processing certain sensitive personal information;
• optional cookies;
• photographs or promotional material where appropriate; and
• other activities for which consent is required.

Where we rely on consent, you may withdraw it, subject to applicable law.

Legal obligation

We may process information where required to comply with Kenyan law or the laws and requirements applicable to a destination or travel service.

Legitimate interests

We may process information where reasonably necessary for legitimate business purposes, provided those interests do not improperly override your privacy rights.

Examples may include:

• responding to customers;
• preventing fraud;
• securing our website;
• maintaining business records;
• improving our services; and
• handling complaints or legal claims.

Vital interests

In exceptional situations, personal information may be processed where necessary to protect someone’s life, health or safety, including during a medical or travel emergency.

8. Sharing Your Information

Travel involves multiple independent service providers. To arrange and deliver your trip, we may need to provide relevant personal information to third parties.

These may include:

• Airlines
• Hotels, resorts, lodges and camps
• Tour operators
• Safari operators
• Driver-guides and transport providers
• Airport transfer companies
• Excursion and activity providers
• Destination management companies
• Travel agents
• Insurance providers
• Visa or immigration service providers
• Payment processors and financial institutions
• Booking and reservation technology providers
• Website, email, hosting and IT providers
• Professional advisers such as accountants or lawyers
• Government agencies, regulators, immigration authorities or law-enforcement authorities where legally required

We seek to disclose only the information reasonably necessary for the recipient to provide the relevant service or fulfil the applicable legal requirement.

For example, if you book a flight through Crystal Tours Kenya, information necessary to issue or administer your ticket may be provided to the relevant airline.

If you book accommodation, necessary reservation information may be provided to the hotel, lodge, resort or other accommodation provider.

This sharing of information is performed as part of our broader Crystal Tours and Travel data protection responsibilities and should be limited to what is reasonably necessary to arrange or provide the relevant travel service.

We are not responsible for the independent privacy practices of third-party airlines, hotels, payment companies, insurers, booking platforms or other travel providers acting as separate data controllers. We recommend reviewing their privacy policies where appropriate.

9. We Do Not Sell Personal Information

Crystal Tours Kenya does not sell or rent your personal information to third parties for monetary consideration.

Where we provide information to airlines, hotels, tour operators, payment providers or other travel suppliers, we do so because it is necessary to arrange or provide a requested service, meet a legal obligation, protect legitimate interests, or for another lawful purpose.

10. International and Cross-Border Transfers

Travel is international by nature.

Where you book travel outside Kenya, we may need to transfer your personal information to airlines, hotels, tour operators, immigration authorities, travel suppliers or other recipients located in the country you are visiting or another country involved in providing the service.

Some technology or service providers may also process or store information outside Kenya.

Where required by applicable data protection law, we will take reasonable steps to ensure that cross-border transfers are made using appropriate safeguards, lawful transfer mechanisms, contractual protections or your consent where required.

By requesting international travel services, you acknowledge that some information may necessarily need to be provided to suppliers in the relevant destination in order to fulfil your booking.

11. Marketing Communications

Where permitted by law, we may send you information about:

• Safari packages
• Holiday offers
• Flight offers
• Hotel offers
• Travel deals
• New destinations
• Special promotions
• Other Crystal Tours Kenya travel products and services

Where consent is required, we will seek it before sending marketing communications.

You may opt out of marketing communications at any time by using the unsubscribe mechanism provided, contacting us, or asking us to stop sending promotional messages.

Stopping marketing communications will not prevent us from sending essential messages relating to an existing enquiry, booking or travel service.

12. Cookies and Similar Technologies

Our website may use cookies and similar technologies to:

• operate essential website functionality;
• remember preferences;
• keep the website secure;
• understand website traffic and usage;
• improve website performance;
• measure the effectiveness of content or campaigns; and
• provide relevant advertising where applicable and permitted.

Some cookies are necessary for the website to work correctly. Other cookies, such as analytics or advertising cookies, may require your consent depending on applicable law.

You can manage cookies through your browser settings and, where available, through the cookie consent controls displayed on our website.

Disabling certain cookies may affect the functionality of some parts of the website.

Please refer to our Cookie Policy for more information about the cookies and similar technologies used on our website.

13. Third-Party Websites and Services

Our website may contain links to websites, services or booking platforms operated by third parties.

These may include airlines, hotels, insurers, payment providers, tourism authorities, social networks or other travel-related websites.

When you leave our website or use an independent third-party service, that organization’s own privacy policy applies.

Crystal Tours Kenya does not control and is not responsible for the privacy practices of independent third-party websites or services.

We recommend reviewing their privacy policies before providing personal information.

14. Social Media

Crystal Tours Kenya may maintain pages or profiles on social networks and messaging services.

If you interact with us through these platforms, the platform may separately collect and process information about you according to its own privacy policy.

Information you choose to make publicly available on social media may be visible to other users.

15. Photographs, Videos and Testimonials

From time to time, customers may voluntarily provide photographs, videos, reviews or testimonials about their travel experience.

Where appropriate, we will seek permission before using identifiable customer photographs, videos or testimonials for promotional purposes.

You may contact us if you have concerns regarding material featuring you that has been published through our channels.

16. Children’s Privacy

Crystal Tours Kenya provides family travel services and may therefore need to process limited personal information about children travelling with a parent, guardian or responsible adult.

Under Kenyan data protection requirements, personal information relating to a child should be processed with appropriate parental or guardian authorization and in a manner that protects the child’s rights and best interests.

Where necessary for a child’s travel arrangements, information may include:

• Name
• Date of birth or age
• Passport information
• Flight information
• Accommodation information
• Dietary requirements
• Medical or accessibility information where necessary
• Other information reasonably necessary for the trip

We do not intentionally request children to independently provide personal information for marketing purposes.

Parents and guardians should provide children’s information to us only where necessary for legitimate travel arrangements.

17. How Long We Keep Personal Information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected.

Retention periods may depend on:

• the duration of your enquiry or booking;
• completion of your trip;
• ongoing customer-service needs;
• accounting, tax and financial-record requirements;
• insurance requirements;
• legal and regulatory obligations;
• fraud prevention;
• dispute resolution;
• contractual requirements;
• potential legal claims; and
• the sensitivity and nature of the information.

When information is no longer reasonably required, we may securely delete, destroy or anonymize it, subject to applicable legal requirements.

Some records may need to be retained longer where required by law or where necessary for a legitimate legal claim.

18. How We Protect Your Information

The protection of personal information Crystal Tours Kenya receives from travellers, customers and website visitors is an important part of our privacy practices.

Crystal Tours Kenya takes reasonable administrative, technical and organizational measures designed to protect personal information against:

• unauthorized access;
• accidental loss;
• misuse;
• alteration;
• unauthorized disclosure;
• destruction; and
• other unlawful processing.

Depending on the systems involved, safeguards may include:

• password-protected systems;
• access restrictions;
• secure website connections;
• security software;
• controlled access to customer records;
• backups;
• staff confidentiality requirements; and
• limiting access to information to persons who reasonably require it.

Where we use external service providers to process personal information on our behalf, we seek to use providers capable of applying appropriate privacy and security safeguards.

However, no internet transmission, electronic system or method of storage can be guaranteed to be completely secure.

19. Data Breaches

If we become aware of a personal-data breach, we will assess the circumstances and take reasonable steps to contain and address the incident.

Where notification is required by applicable data protection law, we will notify the relevant authority and/or affected individuals as required.

20. Your Privacy Rights

Subject to applicable law and any lawful limitations, you may have the right to:

• Be informed about how your personal information is used;
• Access personal information we hold about you;
• Request correction of inaccurate, incomplete, false or misleading information;
• Request deletion or erasure of personal information where legally appropriate;
• Object to certain processing of your personal information;
• Request restriction of certain processing;
• Request data portability where applicable;
• Withdraw consent where processing is based on your consent; and
• Complain about the way your personal information is being processed.

Withdrawal of consent does not affect the lawfulness of processing that occurred before consent was withdrawn.

Some information cannot immediately be deleted where we are legally required to retain it or need it for the establishment, exercise or defence of legal claims.

21. How to Exercise Your Privacy Rights

To make a privacy request, contact us at:

Email: info@crystaltourskenya.com
Telephone / WhatsApp: +254 727 039 513

Postal/Office Address:
Crystal Tours Kenya
Vision Towers, Muthithi Road
Westlands, Nairobi, Kenya

To protect customer information, we may need to verify your identity before responding to a request.

Where a request concerns another person, we may also require evidence that you are authorized to act on that person’s behalf.

22. Complaints

If you have a concern about how Crystal Tours Kenya has collected, used, stored or disclosed your personal information, please contact us first so that we can investigate and attempt to resolve your concern.

You may also have the right to lodge a complaint with the Office of the Data Protection Commissioner (ODPC), Kenya, or another competent data-protection authority where applicable.

23. Additional Rights for International Travellers

Crystal Tours Kenya serves travellers from different countries.

Where another data-protection law applies to our processing of your personal information, including applicable European or United Kingdom data-protection requirements, you may have additional rights under that law.

These rights may include additional rights relating to:

• access;
• rectification;
• erasure;
• restriction;
• objection;
• portability;
• consent;
• international transfers; and
• certain types of automated processing.

Such rights apply only to the extent required by the relevant law.

24. Changes to This Privacy Policy

We may update this Crystal Tours Kenya privacy policy from time to time to reflect:

• changes in applicable law;
• changes in our services;
• new technology;
• changes in the way we process personal information; or
• improvements to our privacy practices.

The latest version will be published on our website with the updated revision date.

Where changes are material and applicable law requires additional notice, we may provide notice through the website, email or another appropriate communication channel.

25. Contact Crystal Tours Kenya

If you have questions about this Privacy Policy, our Kenya safari booking privacy practices, or how we handle your personal information, please contact:

Crystal Tours Kenya / Crystal Tours and Travel Ltd.

Office: Vision Towers, Muthithi Road, Westlands, Nairobi, Kenya
Telephone / WhatsApp: +254 727 039 513
Email: info@crystaltourskenya.com

Our goal is to maintain responsible Crystal Tours and Travel data protection practices while providing safe, reliable and memorable travel experiences in Kenya, East Africa and destinations around the world. 

For more information about bookings, payments, cancellations, refunds, traveller responsibilities and the terms that apply when using our travel services, please review our Terms & Conditions.