Kreation Kenya — Privacy Policy & Returns/Cancellation Policy

Effective date: 14 August 2025
Who we are: “Kreation Kenya,” “we,” “us,” or “our” refers to the tour company providing in-person safaris and virtual tour experiences.

Part A — Privacy Policy

1) Scope and Purpose

This Privacy Policy explains how we collect, use, share, store, and safeguard personal data when you:

  • browse our website or social pages;
  • inquire about, book, and participate in our safaris and virtual tours;
  • subscribe to our newsletters or marketing communications;
  • contact our customer support team (including via WhatsApp, SMS, email, or phone);
  • interact with us as a B2B partner, supplier, or content creator.

This Policy is intended to comply with Kenya’s Data Protection Act, 2019 and the Data Protection (General) Regulations, 2021, including data subject rights and controller/processor obligations.

2) Key Definitions (plain English)

  • Personal data: Any information that identifies or can reasonably identify you (e.g., name, email, phone, booking details).
  • Processing: Anything we do with personal data (collecting, storing, using, sharing, deleting).
  • Data subject: You—the individual whose data is processed.
  • Data controller: Kreation Kenya—determines why and how your personal data is processed.
  • Data processor: A third party we use to process data on our behalf (e.g., payments, email tools).

3) What Data We Collect

Identity & Contact — Full name, email address, phone number, country of residence, postal address.
Booking & Travel — Booking history, tour preferences, group size, dietary or accessibility needs, accommodation preferences, pickup locations, passport details if required for certain suppliers, emergency contact.
Financial/Transaction — Payment method and status (e.g., Paypal, bank or card payment confirmation), refund details.
Communications & Support — Emails, call notes, chat transcripts, survey responses, reviews/testimonials.
Technical/Cookie Data — IP address, device/browser type, pages viewed, location, and cookie identifiers.
Media & Recordings — Only with prior notice and lawful basis for live virtual tours.
Children’s Data — Processed only via a responsible adult.

4) Where We Get Your Data

From you directly, automatically via our website/app, or from third parties (travel agents, corporate organizers, etc.) with a lawful basis to share it.

5) Lawful Bases for Processing

We process personal data under: consent, performance of a contract, legal obligation, legitimate interests, and public interest where applicable.

6) How We Use Personal Data

  • Deliver services (process bookings, arrange tours, send access links).
  • Process payments and refunds.
  • Send service communications (itineraries, updates).
  • Personalize recommendations.
  • Ensure safety and compliance.
  • Send marketing (with opt-in).
  • Improve services through analytics.

7) Virtual Tours

We inform participants if recording is on, and obtain consent for any use in marketing. Avoid sharing sensitive information in public chat.

8) Sharing Your Data

We share only with staff, service providers, regulators when required, or in business transfers—with contractual safeguards in place.

9) International Data Transfers

If we transfer data outside Kenya, we use contractual safeguards or obtain your consent.

10) Cookies

We use cookies for essential site functionality, analytics, preferences, and marketing. You can adjust browser settings to manage them.

11) Data Retention

We retain data only as long as necessary for its purpose, then securely delete or anonymize it.

12) Data Security

We use access controls, encryption, and supplier vetting to protect your data, while continuously improving our security measures.

13) Your Rights

You have the right to be informed, access, object, correct, and request deletion of false or misleading data. Contact us to exercise these rights.

14) Children’s Privacy

We only process children’s data via a parent/guardian and do not knowingly collect data from children without adult involvement.

15) Marketing Communications

We send marketing only with consent. You can unsubscribe via email link or reply STOP to SMS/WhatsApp.

16) Automated Decision-Making

We do not make legally significant automated decisions. Limited profiling may be used for recommendations.

17) Changes to this Policy

We may update this Policy from time to time. Changes will be posted with a new effective date.

18) Contact Us

For all privacy, booking, and refund inquiries:
Email: support@kreationkenya.com

Part B — Returns, Refunds & Cancellations Policy

1) Scope

Covers bookings and purchases made directly with Kreation Kenya for in-person safaris, virtual tours, and merchandise.

2) Definitions

Booking, deposit, no-show, and force majeure are defined for clarity.

3) Booking & Deposits

Booking is confirmed upon deposit/payment. Balance due as per invoice; failure to pay may result in cancellation.

4) Cooling-Off

We honor a 10-day cooling-off period for qualifying services purchased remotely, where no part has been delivered and no non-refundable costs incurred.

5) Standard Cancellation (Safaris)

  • 60+ days: Full refund minus non-refundable costs and $50 admin fee.
  • 31–59 days: 70% refund minus non-refundable costs and admin fee.
  • 15–30 days: 50% refund minus non-refundable costs and admin fee.
  • 0–14 days or no-show: No refund.

6) Rescheduling (Customer)

31+ days before start: free once, subject to availability.
0–30 days: $50 per traveler plus supplier fees.

7) Virtual Tours

  • Live group: Cancel 48+ hrs before start for full refund.
  • Private live: Cancel 72+ hrs before start for full refund minus platform/setup costs.
  • On-demand: Non-refundable after link issued.

8) Cancellations by Kreation Kenya

We may cancel for safety, closures, supplier failure, low enrollment, etc. Alternatives or full refund offered.

9) Force Majeure

We’ll reschedule or credit where possible; refund recoverable amounts if rescheduling is impossible.

10) Illness, Visas, Insurance

You are responsible for meeting health/visa requirements. We recommend travel insurance.

11) Refund Methods & Timelines

Refunds via original payment method, processed within 10 business days after confirmation.

12) No-Shows & Late Arrivals

No-shows are non-refundable. Late arrivals may reduce experience time without refund.

13) Third-Party Suppliers

We apply their refund/change rules in addition to ours.

14) Gift Vouchers

Non-refundable but transferable before redemption.

15) Merchandise

Unused, unopened items may be returned within 14 days; defective items replaced or refunded.

16) Digital Access

Customer is responsible for having compatible device and internet.

17) Disputes

Please contact us first; disputes governed by Kenyan law.

18) How to Request a Refund

Email: support@kreationkenya.com
Include booking reference, traveler names, service dates, and reason.