Privacy Policy

Effective date: 16 August 2026

1. Introduction

Jacaranda Bush Camp respects your privacy and is committed to protecting the personal information collected through our website, booking system, communications and guest services.

This Privacy Policy explains:

  • The personal information we collect.
  • Why we collect it.
  • How we use and protect it.
  • Who may receive it.
  • How long we retain it.
  • The rights available to you.

This policy applies to website visitors, guests, prospective guests and people making reservations on behalf of others.

  • 2. Data controller

    For information collected through this website and direct reservations, the data controller is:

    Jacaranda Bush Camp
    Maasai Mara, Narok County, Kenya
    Website: jacarandabushcamp.com
    Privacy email: info@jacarandabushcamp.com

    The registered legal name of the business should replace “Jacaranda Bush Camp” above if the Camp operates under a separate registered company.

  • 3. Information we collect

    Identity information

    We may collect:

    • Full name.
    • Nationality.
    • Date of birth or age where necessary.
    • Passport or identification details where legally or operationally required.
    • Names and ages of accompanying guests.
    • Child and infant age categories.

    Contact information

    This may include:

    • Email address.
    • Telephone number.
    • Postal or physical address.
    • Emergency contact information.
    • Preferred communication method.

    Booking information

    We may collect:

    • Check-in and check-out dates.
    • Accommodation category.
    • Number of adults, children and infants.
    • Selected activities and transfers.
    • Meal and dietary requests.
    • Special requests.
    • Booking reference.
    • Cancellation and amendment history.
    • Travel-agent or tour-operator details.

    Payment information

    We may process or receive:

    • Amount paid.
    • Payment date.
    • Transaction reference.
    • Payment status.
    • Payment method.
    • Billing information.
    • Refund information.

    Card, bank and mobile-money transactions may be processed by an authorised payment provider. Jacaranda Bush Camp should not retain full payment-card details where these are processed securely by a payment gateway.

    Health and accessibility information

    Where voluntarily provided and necessary for guest service or safety, we may collect:

    • Dietary restrictions.
    • Allergies.
    • Accessibility requirements.
    • Relevant health information.
    • Emergency assistance needs.

    Health information is treated as sensitive personal data and receives additional protection.

    Website and device information

    When you use our website, we may collect:

    • IP address.
    • Browser type.
    • Device type.
    • Operating system.
    • Pages visited.
    • Date and time of access.
    • Referring website.
    • Cookie identifiers.
    • Booking-form interactions.
    • Website error and performance information.

    Communications

    We may retain:

    • Emails.
    • Website enquiries.
    • Messages.
    • Telephone-call notes.
    • Complaints.
    • Feedback.
    • Reviews.
    • Refund or chargeback communications.

    Security information

    Where security cameras are installed and appropriate notices are displayed, CCTV images may be processed for guest safety, property protection and incident investigation.

  • 4. How we collect information

    We collect personal information when you:

    • Visit our website.
    • Submit an enquiry.
    • Search for accommodation.
    • Complete a reservation.
    • Make or receive a payment.
    • Request a refund.
    • Change or cancel a booking.
    • Contact our reservations team.
    • Check in or stay at the Camp.
    • Book an activity or transfer.
    • Submit a complaint or review.
    • Subscribe to marketing communications.
    • Provide information through a travel agent or tour operator.

    We may also receive information from:

    • A person making a reservation on your behalf.
    • Travel agents and tour operators.
    • Payment processors.
    • Transfer and activity providers.
    • Online booking platforms.
    • Government or park authorities where legally necessary.

    Anyone providing another guest’s information should ensure they are authorised to do so and that the guest has access to this Privacy Policy.

  • 5. Why we use personal information

    We may use personal information to:

    • Search availability.
    • Calculate accommodation rates.
    • Apply child and occupancy policies.
    • Create and confirm reservations.
    • Process payments and refunds.
    • Communicate booking information.
    • Arrange accommodation, meals, transfers and activities.
    • Respond to enquiries.
    • Manage check-in and check-out.
    • Provide emergency or accessibility assistance.
    • Prevent fraud and payment abuse.
    • Maintain accounting and tax records.
    • Meet legal and regulatory obligations.
    • Protect guests, employees, wildlife and property.
    • Investigate complaints and incidents.
    • Improve our website and guest services.
    • Send marketing where permitted.

    We will not use personal information for an incompatible purpose without an appropriate legal basis or additional notice.

  • 6. Legal grounds for processing

    Depending on the circumstances, we process information because:

    It is necessary for a contract

    We need certain information to:

    • Process a reservation.
    • Calculate the correct price.
    • Provide the booked accommodation.
    • Arrange selected services.
    • Process payments, cancellations and refunds.

    It is required by law

    We may process or retain information to comply with:

    • Tax and accounting obligations.
    • Tourism and hospitality requirements.
    • Immigration or guest-registration requirements.
    • Court orders.
    • Lawful requests from public authorities.
    • Data-protection obligations.

    We have a legitimate interest

    This may include:

    • Protecting the website and booking system.
    • Preventing fraud.
    • Maintaining service records.
    • Responding to complaints.
    • Improving operations.
    • Protecting guests and property.

    We will consider your rights before relying on legitimate interests.

    You have provided consent

    Consent may be requested for:

    • Direct marketing.
    • Certain cookies.
    • Optional use of sensitive personal information.
    • Other processing where consent is legally required.

    You may withdraw consent without affecting processing that was lawful before withdrawal.

    It is necessary to protect vital interests

    In an emergency, relevant information may be used or disclosed where reasonably necessary to protect someone’s life, health or safety.

7. Children’s information

We collect children’s information only where necessary to:

  • Determine the correct accommodation rate.
  • Apply the child and occupancy policy.
  • Prepare suitable room arrangements.
  • Provide requested services.
  • Protect the child’s safety.

The person making the booking must be an adult authorised to provide the child’s information.

We do not knowingly use children’s personal information for direct marketing.

8. Automated booking calculations

Our booking system uses selected dates, room categories, guest numbers and age categories to:

  • Calculate seasonal rates.
  • Apply child pricing.
  • Check room occupancy.
  • Identify unsupported guest combinations.
  • Display availability.

For example, the system may prevent four adults from occupying a room with a maximum of three adults.

If you believe the system has incorrectly rejected or priced a booking, contact Jacaranda Bush Camp and request a manual review.

9. Sharing personal information

We may share only the information reasonably required with:

  • Website and hosting providers.
  • Booking-system providers.
  • Payment processors and banks.
  • Email and communication providers.
  • Accountants and auditors.
  • Professional advisers.
  • Travel agents and tour operators.
  • Transfer providers.
  • Activity and excursion operators.
  • Insurance providers.
  • Government, court, police, immigration, tax, park or regulatory authorities where legally required.

Service providers acting on our behalf should use personal information only for the agreed service and maintain appropriate confidentiality and security.

We do not sell or rent guest personal information.

10. Payment processing

Payments may be handled by an independent payment gateway, bank, card network or mobile-money provider.

These providers may collect information directly and process it under their own privacy policies and legal obligations.

Jacaranda Bush Camp may receive transaction information such as:

  • Payer’s name.
  • Amount.
  • Currency.
  • Transaction reference.
  • Payment status.
  • Limited account or card information.

Guests should review the payment provider’s privacy information before completing a transaction.

11. International transfers

Some service providers may store or process information outside Kenya.

Where personal information is transferred internationally, we will take reasonable steps to ensure that:

  • The transfer is legally permitted.
  • The recipient provides appropriate safeguards.
  • The information is used only for authorised purposes.
  • Contractual and security protections are applied where required.

12. Cookies and analytics

Our website may use cookies and similar technologies to:

  • Operate the booking system.
  • Remember booking selections.
  • Maintain website security.
  • Measure website traffic.
  • Diagnose technical problems.
  • Understand how visitors use the website.
  • Improve performance.

Essential cookies may operate because they are necessary for the website and booking process.

Non-essential analytics or advertising cookies should be activated only where permitted and after any required consent.

Visitors can adjust cookies through the website’s consent tool or browser settings. Blocking essential cookies may prevent the booking system from functioning correctly.

13. Direct marketing

We may send offers, news or updates where:

  • You have expressly subscribed;
  • You have otherwise consented; or
  • Applicable law permits the communication.

Every electronic marketing message should provide a clear unsubscribe method.

You may withdraw from marketing at any time without affecting service-related communications about an existing reservation.

We may still send necessary messages concerning:

  • Booking confirmations.
  • Payment status.
  • Changes to a reservation.
  • Safety or travel information.
  • Cancellation or refund requests.

14. Data retention

We retain personal information only for as long as reasonably necessary for:

  • Providing the booking or service.
  • Responding to enquiries.
  • Maintaining reservation records.
  • Processing refunds and disputes.
  • Meeting accounting, tax and legal obligations.
  • Preventing fraud.
  • Establishing or defending legal claims.

Retention periods may differ according to the type of information.

When information is no longer required, it will be securely deleted, anonymised or destroyed, subject to legal and technical limitations.

15. Information security

We use reasonable administrative, physical and technical measures to protect personal information against:

  • Unauthorised access.
  • Accidental loss.
  • Improper disclosure.
  • Alteration.
  • Destruction.
  • Fraudulent use.

Measures may include:

  • Access restrictions.
  • Password controls.
  • Secure website connections.
  • Payment-gateway security.
  • Staff confidentiality obligations.
  • Software updates.
  • Backups.
  • Secure record disposal.

No online system can be guaranteed completely secure. Guests should protect their passwords, payment credentials and booking references.

16. Personal-data breaches

If a personal-data breach occurs, we will:

  • Investigate the incident.
  • Take reasonable steps to limit harm.
  • Restore security where possible.
  • Document the incident.
  • Notify the relevant authorities and affected individuals where required by law.

Suspected security concerns should be reported using the privacy contact information above.

17. Your data-protection rights

Subject to applicable law, you may have the right to:

  • Be informed about how your information is used.
  • Request access to your personal information.
  • Request correction of inaccurate information.
  • Object to certain processing.
  • Request deletion of information that is no longer lawfully required.
  • Request restriction of processing.
  • Request data portability where applicable.
  • Withdraw consent.
  • Object to direct marketing.
  • Request human review of an automated outcome.
  • Submit a complaint to the Office of the Data Protection Commissioner.

These rights arise under Kenya’s Data Protection Act and related regulations. Data Protection Act, Data Protection (General) Regulations.

18. Exercising your rights

To submit a privacy request, contact us with:

  • Your full name.
  • Contact information.
  • Description of the request.
  • Relevant booking reference, where applicable.
  • Information reasonably necessary to verify your identity.

We will not request more identification information than reasonably necessary.

We will respond within the period required by applicable law. Where a request cannot be fulfilled, we will provide an explanation unless prohibited from doing so.

19. Complaints to the ODPC

If you believe your personal information has been handled unlawfully, please contact Jacaranda Bush Camp first so we can investigate.

You also have the right to submit a complaint to Kenya’s Office of the Data Protection Commissioner:

Office of the Data Protection Commissioner
Britam Towers, 12th Floor
Hospital Road, Upper Hill
P.O. Box 30920-00100
Nairobi, Kenya
Website: www.odpc.go.ke
Email: complaint@odpc.go.ke

20. Third-party websites

Our website may contain links to:

  • Payment providers.
  • Park authorities.
  • Travel operators.
  • Activity providers.
  • Social-media platforms.
  • Other external websites.

Jacaranda Bush Camp does not control the privacy practices of independent third parties. Guests should review the privacy policy of each external service.

21. Changes to this policy

We may update this Privacy Policy to reflect:

  • Legal changes.
  • New booking features.
  • New service providers.
  • Operational changes.
  • Security improvements.

The updated version will be published on the website with a revised effective date.

Material changes affecting existing personal information will be communicated where required.

22. Contact us

Questions, concerns and privacy requests may be submitted to:

Jacaranda Bush Camp
Maasai Mara, Narok County, Kenya
Website: jacarandabushcamp.com
Privacy email: info@jacarandabushcamp.com