Privacy Policy

Who we are

Serval Tours and Travel Ltd (referred to here as Serval, we or us) is a tour operator based in Nairobi, Kenya. We are responsible for the personal information you share with us through this website, by email, by phone or on WhatsApp.

Our office is at Blessed House, Thika Road, Nairobi (P.O. Box 22122-00100). You can reach us at info@servaltoursandtravel.com or on +254 792 335842.

We handle personal information in line with Kenya’s Data Protection Act, 2019.

Information we collect

Information you give us

• Contact details, such as your name, email address, phone number and country.
• Travel details, such as your dates, group size, budget, preferences and the trips you are interested in.
• Booking information, such as the full names, dates of birth, nationalities and passport details of everyone travelling, which we need for lodges, park entry and permits.
• Special requirements, such as dietary needs, mobility needs or medical conditions you choose to tell us about so we can look after you.
• Messages you send us by email, through our forms or on WhatsApp.

Information we collect automatically

When you visit our website, we and our service providers collect technical information such as your IP address, browser, device, the pages you view and how you found us. This is done using cookies and similar tools, explained below.

Information from others

Sometimes we receive information about you from a travel companion who books on your behalf, or from partners such as lodges and transport providers during your trip.

How we use your information

• To reply to your enquiries and send you quotes and itineraries.
• To book and manage your trip, including lodges, transport, park entry and permits.
• To take payments and keep financial records.
• To look after your safety and wellbeing while you travel with us.
• To improve our website and services.
• To send you news and offers, only if you have agreed to receive them.
• To meet our legal, tax and regulatory obligations.

Our legal reasons for using it

We only use your personal information when the law allows it. In most cases this is because:

• We need it to carry out our contract with you, for example to plan and book your trip.
• You have given your consent, for example to receive marketing or to share health information with us.
• We have a legal obligation, for example to keep accounting records.
• It is in our legitimate interests, for example to keep our website secure and improve our service, as long as this does not override your rights.

Where we rely on your consent, you can withdraw it at any time.

Who we share it with

We never sell your personal information. We only share it when needed to deliver your trip or run our business, including with:

• Lodges, camps, hotels and transport providers that form part of your itinerary.
• Park and wildlife authorities, such as the Kenya Wildlife Service, Tanzania National Parks and the Uganda Wildlife Authority, for entry and permits.
• Partner operators in Tanzania and Uganda when your trip crosses a border.
• Payment providers and banks that process your payments.
• Service providers that host our website, email and records.
• Government or law enforcement bodies when the law requires it.

We ask everyone we share information with to keep it safe and use it only for the purpose we shared it for.

Sending information outside Kenya

Some of the people we work with are based outside Kenya, for example partners in Tanzania and Uganda or online service providers. When we transfer your information abroad, we take steps to make sure it is protected as Kenyan law requires, and we only share what is needed.

How long we keep it

We keep your information only for as long as we need it for the purposes described here. Booking and payment records are kept for as long as tax and accounting rules require. Enquiries that do not lead to a booking are deleted or anonymised once they are no longer needed.

Keeping your information safe

We use reasonable technical and organisational measures to protect your personal information, including secure systems, access limited to staff who need it, and trusted service providers. No online system is completely secure, so please contact us straight away if you think your information has been put at risk.

Your rights

Under Kenya’s Data Protection Act, 2019, you have the right to:

• Be told how your personal information is used.
• Ask for a copy of the information we hold about you.
• Ask us to correct information that is wrong or incomplete.
• Ask us to delete information we no longer need.
• Object to how we use your information, including for marketing.
• Withdraw your consent at any time.

To use any of these rights, email info@servaltoursandtravel.com. We may need to confirm your identity first. If you are not happy with how we handle your request, you can complain to the Office of the Data Protection Commissioner in Kenya.

Cookies and analytics

Cookies are small files stored on your device. We use them to make our website work, remember your preferences and understand how visitors use the site, for example through analytics tools such as Google Analytics. You can block or delete cookies in your browser settings, although some parts of the website may not work as well without them.

Children

Our website is not aimed at children. When a parent or guardian books a trip that includes children, we collect only the details needed to make the booking and keep them safe, and we treat this information with extra care.

Links to other websites

Our website may link to other sites, such as lodges, parks or payment pages. We are not responsible for how those sites handle your information, so please read their own privacy policies.

Changes to this policy

We may update this policy from time to time. The date at the top of this page shows when it was last changed. If we make important changes, we will let you know where appropriate.

Contact us

If you have a question about this policy or your personal information, please get in touch:

• Email: info@servaltoursandtravel.com
• Phone and WhatsApp: +254 792 335842
• Post: Serval Tours and Travel Ltd, Blessed House, Thika Road, P.O. Box 22122-00100, Nairobi, Kenya