Privacy Policy

Havenluxe is a boutique vacation rental management and concierge company based in Cape Town, South Africa. We manage a curated portfolio of luxury short-stay homes on behalf of property owners, and we arrange stays and concierge services for guests. This policy applies to our website, our enquiry and booking process, our owner portal, and any other way you interact with us.

Depending on how you deal with us, we may collect the following personal information:

• Contact details you give us, such as your name, email address and phone number.
• The nature of your enquiry, for example whether you are interested in a reservation, homeowner services, concierge experiences or a partnership, and the content of your message.
• Information needed to arrange and manage a stay or a concierge service, which may include your travel dates, the number of guests, and any preferences or requirements you share with us.
• For property owners, the information needed to manage your property and your owner account, including your name, contact details, login details and property information.
• Any review or feedback you choose to give us.
• Technical information collected automatically when you use our website, such as your device and browser type, IP address and how you use the site, gathered through cookies and similar technologies.

We only collect information that is relevant to the service you are asking for. You do not have to give us the information we request, but if you do not, we may not be able to respond to your enquiry or provide the service.

We collect personal information directly from you when you complete a form on our website, email or call us, make or manage a booking, create or use an owner account, or leave a review. We also collect some information automatically through cookies when you browse our website.

We use your personal information to:

• respond to your enquiries and communicate with you;
• arrange, confirm and manage your stay and any concierge services you request;
• manage properties and owner accounts on behalf of the owners we work with;
• provide, maintain and improve our website and our owner portal;
• keep proper records and meet our legal, tax and regulatory obligations;
• protect our guests, owners and business against fraud and misuse.

We process your personal information where the law allows, which includes: where you have given your consent; where it is necessary to take steps at your request before entering into, or to perform, a contract with you; where we have a legitimate interest in running our business, provided your rights do not override that interest; and where we are required to process it to comply with the law.

Our website uses cookies and similar technologies to help the site work, to remember your preferences, to understand how the site is used so that we can improve it, and to measure our advertising. You can control or disable cookies through your browser settings, although some parts of the site may not work as well if you do.

We use the Meta pixel, a small piece of code from Meta Platforms, the company behind Facebook and Instagram. When you visit our website, it tells Meta which pages you viewed, along with your device’s internet address and browser details. We use this to measure how our advertising on Facebook and Instagram performs and to show our advertising to people who have visited our site. Meta handles this information under its own privacy policy. You can manage the advertising you see in your Facebook and Instagram settings.

We also use Google Analytics, a service from Google, to understand how visitors use our website, such as which pages are viewed and for how long. Google handles this information under its own privacy policy.

We do not sell your personal information. We share it only where it is necessary to provide our services or where the law requires it, including with:

• trusted service providers who help us run our business and arrange your stay, such as concierge and lifestyle partners, private chefs, transfer and other suppliers, and our IT, hosting and email providers;
• Meta, through the Meta pixel described above, to measure and show our advertising;
• Google, through Google Analytics described above, to understand how our website is used;
• the owner of a property, or a guest, where this is necessary to arrange or manage a stay;
• professional advisers and authorities where we are required to disclose information by law.

Where we use service providers to process information on our behalf, known as operators under POPIA, we require them to protect your information and to use it only for the purpose we have agreed.

We take reasonable steps to store your information securely. Some of the service providers we use, including certain website, hosting or email services, may store or process information in other countries. Where personal information is transferred outside South Africa, we take reasonable steps to ensure it is protected in a manner consistent with POPIA.

We take appropriate technical and organisational measures to protect your personal information against loss, unauthorised access and misuse. Access is limited to people who need it to do their work, and our owner portal is protected by individual accounts and passwords. While we work hard to protect your information, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

We keep your personal information only for as long as we need it for the purposes set out in this policy, or for as long as the law requires us to keep it. When we no longer need it, we take reasonable steps to delete it or make it anonymous.

Under POPIA, you have the right to:

• ask what personal information we hold about you and request access to it;
• ask us to correct or update information that is inaccurate or incomplete;
• ask us to delete or destroy information where we no longer have a lawful reason to keep it;
• object to the processing of your information in certain circumstances;
• withdraw any consent you have given, without affecting processing that has already taken place;
• complain to us and to the Information Regulator.

To exercise any of these rights, please contact us at info@havenluxe.co.za. We may need to confirm your identity before we act on your request.

If you have any questions about this policy or about how we handle your personal information, please contact our Information Officer:

Havenluxe
Email: info@havenluxe.co.za
Cape Town, South Africa

If you are not satisfied with how we have handled your personal information, you have the right to lodge a complaint with the Information Regulator of South Africa:

Information Regulator (South Africa)
Website: inforegulator.org.za
Email: POPIAComplaints@inforegulator.org.za
Address: JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001

Our services are intended for adults. We do not knowingly collect personal information from children under the age of 18 without the consent of a parent or guardian. If you believe we have collected information about a child, please contact us so that we can remove it.

We may update this policy from time to time to reflect changes in our practices or in the law. The latest version will always be available on this page, with the date it was last updated shown above.