Privacy Policy
Website: twalumba.com
Business: Twalumba Resort & Lodges
Contact: reservations@twalumba.com •
bookings@twalumba.com •
+260 779 920 018 (voice & WhatsApp)
1) Who we are
Twalumba Resort & Lodges (“Twalumba”, “we”, “us”, “our”) operates twalumba.com and provides accommodation, dining, events, and related guest services. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information.
2) Information we collect
You provide it directly
- Booking requests: name, email, phone, dates of stay, number of guests, room type, special requests.
- Contact forms / WhatsApp / phone: name, email/phone, and message content.
- Event & group enquiries: organization details, event dates, headcount, preferences.
Automatically
- Usage data & cookies: pages viewed, device/browser type, approximate location (from IP), and similar metrics (if analytics are enabled).
- Server logs & security: IP address, timestamps, user-agent, error logs.
Special categories: We do not intentionally collect sensitive information. If you share such details (e.g., accessibility or dietary needs), we use them only to serve your request and then retain them as described below.
3) How we use your information
- Provide services: process and confirm bookings; respond to enquiries; manage your stay and requests.
- Communicate: send booking confirmations, updates, or important notices.
- Operate & improve the site: maintain security, troubleshoot, enhance user experience.
- Legal & compliance: keep necessary records, prevent fraud, comply with applicable laws.
Legal bases (where applicable): performance of a contract; legitimate interests (security, support, basic analytics); consent (optional marketing/cookies); legal obligation.
4) How we share information
- Service providers: secure hosting, email delivery, basic analytics, and similar vendors under confidentiality and security obligations.
- Payments (if enabled): processed by payment gateways; we do not store full card details.
- Legal/protection: to comply with law or protect rights, guests, staff, or property.
- Business changes: data may transfer with appropriate safeguards.
We do not sell your personal information.
5) International transfers
Our service providers may be located in other countries. Where data is transferred internationally, we take appropriate measures to ensure a comparable level of protection (e.g., contractual safeguards).
6) Retention
- Bookings: kept as long as needed to provide your stay and for a reasonable period afterward for accounting and legal requirements.
- Enquiries (no booking): retained up to 24 months for follow-up and service quality, unless you ask us to delete sooner.
- Server logs & security: typically 3–12 months, longer if needed to investigate issues.
- Marketing (if any): retained until you unsubscribe or request deletion.
7) Your rights
Depending on your location, you may have rights to access, correct, delete, object to or restrict processing, withdraw consent (where applicable), and request a copy of your data (portability). To exercise these rights, contact reservations@twalumba.com or bookings@twalumba.com. We may need to verify your identity.
8) Cookies & similar technologies
- Essential cookies: needed for core functionality (e.g., security, form protection).
- Analytics cookies (optional): help us understand site usage and improve services.
- Marketing cookies (optional): only if we run campaigns.
You can manage cookies in your browser. If we add analytics/marketing tools, we will update this section and provide consent options where required.
9) Communications via WhatsApp & phone
If you contact us at +260 779 920 018 (voice or WhatsApp), we use your number and message content solely to respond to your enquiry or manage your booking. WhatsApp is subject to WhatsApp’s own privacy terms. Please avoid sharing payment card details over WhatsApp or SMS.
10) Security
We implement appropriate technical and organizational measures to protect personal information (e.g., TLS encryption, access controls, secure hosting). No method is 100% secure; please use caution when sharing information online.
11) Children’s privacy
Our services are not directed to children under 16. If you believe a child has provided us personal information, contact us and we will take appropriate steps to delete it.
12) Third-party links
Our website may link to third-party sites (e.g., maps, social media, payment gateways). We are not responsible for their content or privacy practices. Review their policies before providing information.
13) Changes to this policy
We may update this Privacy Policy from time to time. The effective date above shows the latest revision. Significant changes will be posted on the website.
14) Contact us
Email: reservations@twalumba.com, bookings@twalumba.com
Phone & WhatsApp: +260 779 920 018
Address: Adjacent to Karan Fueling Station, 11 Miles, Off Great N Rd, 10101