Privacy Policy

Talking Trees respects your privacy and is committed to handling personal information responsibly and in accordance with applicable South African data-protection laws.

This Privacy Policy explains what information we collect, why we collect it, how it may be used or shared and what rights you have in relation to your personal information.

1. Who we are

For the purposes of this Privacy Policy:

Property: Talking Trees Clarens
Website: talkingtrees.co.za
Address: 474 Swart Street, Clarens, Free State, South Africa
Email: info@talkingtrees.co.za
Telephone: 082 924 8934

Please confirm that the address, email address and telephone number remain current before publishing this policy.

Talking Trees is the responsible party for personal information collected directly through this website or through direct communication with us.

2. Scope of this policy

This policy applies to personal information collected when you:

• Visit the Talking Trees website
• Submit an enquiry or contact form
• Contact us by email or telephone
• Click a booking link
• Make or manage a reservation
• Subscribe to communications, where available
• Interact with our social-media pages
• Submit feedback or a review
• Communicate with us before, during or after a stay

The policy does not replace the separate privacy terms of external platforms such as NightsBridge, Google, Facebook, Instagram or other third-party services.

3. Information we may collect

Depending on how you interact with us, we may collect:

• Your name and surname
• Email address
• Telephone number
• Residential or billing address
• Arrival and departure dates
• Number of guests
• Bedroom or bed-configuration requests
• Booking reference
• Payment or transaction confirmation
• Messages, enquiries and special requests
• Information concerning your stay
• Feedback, complaints and reviews
• Communications sent to or received from you
• Website usage and device information
• Internet Protocol address
• Browser type and device type
• Referring website or advertising source
• Cookie and analytics information
• Any other information that you choose to provide

Please do not submit sensitive personal information unless it is reasonably necessary for us to respond to your request or provide the accommodation service.

4. How we collect information

We may collect information:

• Directly from you
• Through website forms
• Through email, telephone or messaging services
• Through NightsBridge when you make or manage a booking
• From accommodation agents or booking platforms used by you
• From website analytics and cookies
• From social-media platforms when you communicate with us
• From a person making a booking on behalf of a group
• From service providers assisting with the administration of your stay

When making a booking for other guests, you confirm that you are authorised to provide the information required to administer their stay.

5. Why we use personal information

We may process personal information to:

• Respond to questions and enquiries
• Check availability
• Create, manage and confirm reservations
• Communicate booking and payment information
• Provide check-in and access instructions
• Prepare the property for guests
• Arrange requested bed configurations
• Communicate during and after a stay
• Process cancellations, amendments or refunds
• Maintain financial and booking records
• Prevent fraud, misuse and security incidents
• Protect guests, employees and the property
• Respond to complaints or legal claims
• Improve the website and guest experience
• Measure website and advertising performance
• Comply with tax, accounting and legal obligations
• Send marketing communications where legally permitted
• Exercise or defend legal rights

We aim to collect only information that is reasonably necessary for a defined purpose, keep it accurate and protect it against unauthorised access or disclosure. These principles reflect the lawful-processing and security requirements of POPIA.

6. Legal grounds for processing

Depending on the circumstances, personal information may be processed because:

• It is necessary to respond to your request
• It is necessary to conclude or perform a booking agreement
• You have provided consent
• Processing is required by law
• Processing protects a legitimate interest
• Processing is necessary to protect the rights or safety of a person
• Talking Trees has a legitimate business reason that does not unfairly interfere with your privacy

You may withdraw consent where processing is based on consent. Withdrawal will not invalidate processing that lawfully occurred before consent was withdrawn.

7. NightsBridge bookings

Talking Trees uses NightsBridge as its external online booking system.

When you select Check Availability or another booking button, you may be directed away from talkingtrees.co.za to a NightsBridge booking page.

Information entered on the NightsBridge platform may be collected and processed by NightsBridge and made available to Talking Trees for the purpose of managing your reservation.

NightsBridge is a South African booking and accommodation-management service and publishes its own privacy policy explaining its processing of guest and booking information.

Talking Trees does not intentionally collect or store full payment-card details through this website. Payment information entered on an external booking or payment platform is handled according to that provider’s security and privacy practices.

8. Sharing personal information

We may share relevant personal information with trusted parties where reasonably necessary, including:

• NightsBridge
• Payment-processing providers
• Website hosting and maintenance providers
• Email and communication providers
• Accountants, auditors and professional advisers
• Cleaning, maintenance or property-management personnel
• Security or emergency services
• Analytics and advertising providers
• Government bodies or regulators where legally required
• Law-enforcement authorities where disclosure is lawful
• A prospective purchaser or successor if the business or property changes ownership

Service providers should only receive information reasonably required to perform their services.

We do not sell personal information to advertisers.

9. International processing

Some website, analytics, communication or technology providers may process information outside South Africa.

Where personal information is transferred internationally, we will take reasonable steps to ensure that the transfer is permitted and that appropriate protections are applied.

10. Retention of information

Personal information will be retained only for as long as reasonably necessary to:

• Fulfil the purpose for which it was collected
• Manage the guest relationship
• Maintain tax and accounting records
• Resolve disputes
• Respond to complaints or claims
• Meet legal or regulatory obligations
• Protect legitimate business interests

Information that is no longer required will be deleted, destroyed, anonymised or securely archived where appropriate.

Retention periods may differ depending on the type of information and the legal reason for keeping it.

11. Security

We take reasonable organisational and technical measures to protect personal information against:

• Loss
• Unauthorised access
• Misuse
• Alteration
• Destruction
• Accidental disclosure

Measures may include restricted access, secure passwords, software updates, backups, encrypted connections and the careful selection of service providers.

No internet transmission or electronic-storage system can be guaranteed to be completely secure. Guests should avoid sending payment-card details or highly sensitive information by ordinary email or unsecured messaging.

12. Cookies

The website may use cookies and similar technologies.

Cookies are small files stored on a device that help a website operate, remember preferences or understand how visitors use the site.

Cookies may include:

Essential cookies

These support basic website operation, security, forms and user preferences.

Analytics cookies

These help us understand website traffic, page usage and how visitors find the website.

Functional cookies

These may support embedded maps, videos, social-media features or other external services.

Advertising cookies

These may be used to measure advertising campaigns or display more relevant advertising, but should only be activated where properly configured and legally permitted.

Where required, non-essential cookies will only be enabled after consent has been provided through the website’s cookie settings.

You can also restrict or delete cookies through your browser settings. Some website functions may not operate correctly when essential cookies are blocked.

13. Website analytics

Talking Trees may use analytics tools, such as Google Analytics, to understand:

• Number of website visits
• Pages viewed
• Approximate location
• Device and browser type
• Traffic source
• Booking-button interactions
• General website engagement

Analytics information should be configured to limit unnecessary collection and used to improve website performance, marketing and the booking journey.

Update this section if Google Analytics or another analytics system is not installed.

14. Contact forms and email

When you submit a contact form, the information entered will be used to respond to your enquiry and maintain appropriate communication records.

Form submissions may be delivered through the website’s hosting or email provider.

Do not include identity numbers, banking information, medical information or payment-card details in a general enquiry form.

15. Maps, social media and external links

The website may include links or embedded content from external providers, including:

• Google Maps
• Facebook
• Instagram
• NightsBridge
• Accommodation directories
• Review platforms

External providers may collect technical or usage information according to their own privacy policies.

Talking Trees is not responsible for the privacy practices, availability or content of third-party websites. Visitors should review the applicable third-party policy before submitting information.

16. Marketing communications

We will only send promotional emails or messages where:

• You have requested them
• You have provided appropriate consent
• They are otherwise permitted by law

Marketing communications will provide a reasonable method to unsubscribe.

Service-related messages concerning an existing enquiry or booking are not promotional messages and may still be sent where necessary to manage the booking.

17. Photographs and reviews

Guest photographs, names or testimonials will not intentionally be published for promotional purposes without an appropriate legal basis or permission.

Reviews posted publicly on Google, Facebook or another review platform may be displayed or linked to on the website with an indication of their source.

Guests should avoid including private information about themselves or other people in public reviews.

18. Children’s information

The website and booking service are intended for use by adults who are legally able to make accommodation reservations.

We do not knowingly request children to submit booking or payment information directly.

Where information about a child is reasonably necessary for a family booking, it should be provided by a parent, guardian or authorised adult and limited to what is necessary for the stay.

19. Your rights

Subject to applicable law, you may ask us to:

• Confirm whether we hold personal information about you
• Provide access to your personal information
• Correct inaccurate or incomplete information
• Delete information that is no longer lawfully required
• Object to certain processing
• Withdraw consent where processing depends on consent
• Stop direct-marketing communications
• Explain how your information has been used
• Consider a complaint about the handling of your information

POPIA recognises rights relating to access, correction, deletion, objection and withdrawal of consent, subject to applicable legal limitations.

To submit a request, contact:

Telephone: 082 924 8934

We may need to verify your identity before disclosing, changing or deleting personal information.

20. Complaints

Please contact Talking Trees first so that we can investigate and attempt to resolve your concern.

You may also submit a complaint to the Information Regulator of South Africa. The Regulator is the independent authority responsible for monitoring and enforcing compliance with POPIA.

Information Regulator contact details

Telephone: 010 023 5200
Email: enquiries@inforegulator.org.za

21. Changes to this policy

We may update this Privacy Policy when our website, booking systems, services or legal obligations change.

The revised policy will be published on this page with an updated revision date. Material changes may also be communicated through an appropriate notice on the website.

22. Contact us

Questions about this Privacy Policy or the handling of personal information may be sent to:

Talking Trees Clarens
474 Swart Street
Clarens, Free State
South Africa

Email: info@talkingtrees.co.za
Telephone: 082 924 8934
Information Officer: [INSERT FULL NAME]
Privacy email: [INSERT PRIVACY EMAIL]