Privacy Policy

PRIVACY POLICY

Effective Date: 25 September 2026
Last Updated: 25 September 2026

1. Introduction

Welcome to 34 On Milkwood Guesthouse (“34 On Milkwood”, “we”, “us”, or “our”).

We respect your privacy and are committed to protecting the personal information you provide to us when you visit our website, make an enquiry, communicate with us, or make or manage a reservation.

This Privacy Policy explains how we collect, use, store, protect and disclose personal information and the rights you have in relation to that information.

This Privacy Policy applies to information collected through:

  • our website at https://34onmilkwood.co.za;

  • our website contact and enquiry forms;

  • communications with us by email, telephone, WhatsApp or other communication channels;

  • accommodation enquiries and reservations;

  • your stay at 34 On Milkwood;

  • third-party booking platforms or reservation systems used to make bookings with us; and

  • other interactions between you and 34 On Milkwood.

We process personal information in accordance with applicable South African privacy laws, including the Protection of Personal Information Act 4 of 2013 (“POPIA”), where applicable, and other applicable legislation.

2. Who We Are

Responsible Party: 34 On Milkwood Guesthouse

Physical Address:
34 Milkwood Drive
Herrwood Park
uMhlanga
4319
South Africa

Email: info@34onmilkwood.co.za

Telephone: +27 73 709 2875

Website: https://34onmilkwood.co.za

Where information concerning the responsible party or Information Officer changes, this Privacy Policy may be updated accordingly.

3. What Is Personal Information?

For purposes of this Privacy Policy, “personal information” means information relating to an identifiable, living natural person and, where applicable, an identifiable existing juristic person.

Depending on how you interact with us, personal information may include:

  • your name and surname;

  • email address;

  • telephone or mobile number;

  • physical or postal address;

  • booking and reservation information;

  • check-in and check-out information;

  • information relating to guests accompanying you;

  • identification or passport information where legally required for accommodation or regulatory purposes;

  • payment and transaction information;

  • correspondence and enquiries;

  • information you provide through our website contact forms;

  • preferences or special requests relating to your stay;

  • information relating to complaints or customer service matters;

  • information contained in reviews or feedback;

  • technical information concerning your use of our website;

  • IP address;

  • browser and device information;

  • approximate location information derived from technical data, where applicable;

  • information collected through cookies or similar technologies; and

  • any other information you voluntarily provide to us.

We will generally only request information that is reasonably necessary for the purpose for which it is collected.

4. Personal Information We Collect

4.1 Information You Provide Directly

You may provide personal information when you:

  • complete our website contact form;

  • ask us a question or request information;

  • enquire about availability;

  • make or amend a reservation;

  • communicate with us by telephone, email or messaging services;

  • request assistance before, during or after your stay;

  • provide feedback or submit a review;

  • request special accommodation arrangements;

  • communicate a complaint or concern; or

  • otherwise voluntarily communicate personal information to us.

Our website contact form currently requests a person’s name, email address, telephone number and message, together with consent to the collection of the submitted information.

4.2 Information Collected Automatically

When you visit our website, certain technical information may be collected automatically by our website, hosting provider, security systems, analytics tools or other service providers.

This may include:

  • IP address;

  • browser type and version;

  • operating system;

  • device type;

  • pages visited;

  • time and date of visits;

  • referring website;

  • approximate geographic information;

  • website interaction information; and

  • technical information necessary for website security and operation.

This information may be used for security, troubleshooting, website administration, performance monitoring and statistical purposes.

5. How We Use Your Personal Information

We may process personal information for the following purposes:

5.1 Accommodation and Reservations

We may use your information to:

  • process accommodation enquiries;

  • process and administer reservations;

  • communicate booking confirmations;

  • manage check-in and check-out;

  • communicate changes to reservations;

  • process cancellations;

  • respond to special requests;

  • provide guest services;

  • administer payments;

  • communicate information relevant to your stay; and

  • provide customer support.

5.2 Responding to Enquiries

If you submit an enquiry through our website, we may use your contact information to respond to your enquiry and provide the information or assistance requested.

5.3 Customer Service

We may use your information to:

  • respond to questions;

  • resolve complaints;

  • investigate incidents;

  • provide assistance during your stay; and

  • improve our guest services.

5.4 Business Administration

Personal information may be processed for legitimate business purposes, including:

  • accounting;

  • invoicing;

  • financial administration;

  • record keeping;

  • fraud prevention;

  • security;

  • legal compliance;

  • insurance;

  • dispute resolution; and

  • enforcing our contractual rights.

5.5 Website Operation and Security

Technical information may be processed to:

  • maintain and operate our website;

  • detect malicious activity;

  • prevent unauthorised access;

  • protect our systems;

  • troubleshoot technical problems;

  • monitor website performance; and

  • improve website functionality.

5.6 Marketing

Where permitted by law and where required, with your consent, we may use your contact information to send you information about:

  • accommodation offers;

  • promotions;

  • special rates;

  • services;

  • events; or

  • other information relating to 34 On Milkwood.

You may unsubscribe from direct marketing communications at any time.

6. Legal Basis for Processing

We will process personal information only where there is a lawful basis for doing so.

Depending on the circumstances, processing may be necessary because:

  • you have provided consent;

  • processing is necessary to perform or enter into a contract with you;

  • processing is necessary to comply with a legal obligation;

  • processing is necessary to protect your legitimate interests;

  • processing is necessary to protect the legitimate interests of 34 On Milkwood or another party; or

  • processing is otherwise permitted by applicable law.

Where processing is based on consent, you may withdraw your consent, subject to any legal or contractual limitations.

Withdrawal of consent does not affect the lawfulness of processing that took place before your withdrawal.

7. Booking and Third-Party Reservation Platforms

Our website may direct visitors to third-party booking or reservation platforms.

The website currently provides a “Book Now” facility which links to an external booking platform.

When you use a third-party booking platform, the information you provide may be collected and processed by that third party under its own privacy policy and terms.

The third party may collect information such as:

  • your name;

  • contact details;

  • reservation information;

  • payment information;

  • guest information;

  • dates of travel;

  • accommodation preferences; and

  • other information necessary to process your reservation.

You should review the privacy policy of the relevant booking platform before submitting personal information through it.

Where a third-party provider processes personal information on behalf of 34 On Milkwood, we will take reasonable steps to ensure that appropriate confidentiality and security requirements apply.

8. Payment Information

Where payment is made through a third-party payment processor or booking platform, payment information may be collected and processed directly by that provider.

Unless expressly stated otherwise, 34 On Milkwood does not intend to store complete credit card numbers, CVV numbers or other sensitive payment credentials on its website.

Payment providers may have their own privacy policies and security measures. You should review the applicable provider’s privacy documentation before making a payment.

9. Cookies and Similar Technologies

Our website may use cookies and similar technologies.

Cookies are small text files placed on your device when you visit a website.

Cookies may be used for purposes including:

  • essential website functionality;

  • remembering preferences;

  • website security;

  • improving website performance;

  • understanding website usage;

  • analytics;

  • measuring website traffic; and

  • supporting marketing or advertising functionality, where applicable.

Some cookies may be placed by third-party service providers.

You can configure your browser to refuse or delete cookies. However, disabling certain cookies may affect the functionality of some parts of the website.

Where legally required, appropriate consent mechanisms will be used for non-essential cookies.

10. Third-Party Services

We may use third-party service providers to assist us in operating our business and website.

These may include providers of:

  • website hosting;

  • website security;

  • email services;

  • booking and reservation systems;

  • payment processing;

  • analytics;

  • website maintenance;

  • customer communications;

  • cloud storage;

  • IT support; and

  • other business services.

Third-party service providers may process personal information on our behalf.

Where appropriate, we require such service providers to:

  • process information only for authorised purposes;

  • maintain confidentiality;

  • implement reasonable security safeguards; and

  • comply with applicable privacy and data protection requirements.

  • 11. Sharing of Personal Information

    We will not sell your personal information.

    We may disclose personal information where reasonably necessary to:

    • process or manage your reservation;
    • provide accommodation and related services;
    • process payments;
    • respond to enquiries;
    • provide customer support;
    • maintain our website;
    • provide IT or technical support;
    • comply with legal or regulatory obligations;
    • prevent fraud or unlawful activity;
    • protect the rights, property or safety of 34 On Milkwood, our guests or other persons;
    • obtain professional advice;
    • enforce contractual rights; or
    • facilitate a business transaction involving 34 On Milkwood.

    We will endeavour to limit disclosures to information that is reasonably necessary for the relevant purpose.

    12. International Transfers of Personal Information

    Some of our service providers may store or process information outside South Africa.

    Where personal information is transferred outside South Africa, we will take reasonable steps to ensure that the transfer is permitted under applicable law and that appropriate safeguards are in place.

    This may include circumstances where:

    • a booking platform operates internationally;
    • cloud hosting infrastructure is located outside South Africa;
    • email or software services process information internationally; or
    • technical service providers use international infrastructure.

    Where applicable, we will consider the requirements of POPIA relating to cross-border transfers of personal information.

    13. Security of Personal Information

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

    • loss;
    • damage;
    • unauthorised access;
    • unauthorised disclosure;
    • unlawful processing;
    • alteration;
    • destruction; and
    • other reasonably foreseeable risks.

    Security measures may include:

    • access controls;
    • password protection;
    • system security;
    • network security;
    • malware protection;
    • secure website technologies;
    • restricted access to personal information;
    • confidentiality obligations;
    • backups; and
    • regular review of security practices.

    However, no internet transmission or electronic storage system can be guaranteed to be completely secure.

    You acknowledge that information transmitted over the internet is provided at your own risk.

    14. Data Breaches

    If we become aware of a security compromise involving personal information, we will take reasonable steps to investigate, contain and remedy the incident.

    Where required by applicable law, affected data subjects and/or the Information Regulator will be notified of a security compromise.

    We may also take steps to mitigate potential harm, including resetting credentials, restricting access, securing affected systems and providing relevant information to affected individuals.

    15. Retention of Personal Information

    We will retain personal information only for as long as reasonably necessary for the purpose for which it was collected, unless:

    • applicable law requires longer retention;
    • the information is required for legal proceedings;
    • the information is necessary for legitimate business records;
    • a contractual obligation requires retention; or
    • another lawful reason permits or requires continued retention.

    Different categories of information may therefore be retained for different periods.

    When personal information is no longer required, we will take reasonable steps to securely delete, destroy or anonymise it.

    16. Accuracy of Personal Information

    We take reasonable steps to ensure that personal information in our possession is accurate, complete and up to date where necessary.

    You are responsible for providing accurate information and notifying us when information changes.

    You may request that inaccurate or incomplete information be corrected.

    17. Your Rights Under POPIA

    Subject to applicable legal limitations, you may have the right to:

    • request confirmation of whether we hold personal information about you;
    • request access to personal information we hold about you;
    • request correction or updating of inaccurate information;
    • request deletion or destruction of personal information where legally permissible;
    • object to certain processing of your personal information;
    • object to processing for direct marketing purposes;
    • withdraw consent where processing is based on consent;
    • request information about how your personal information is processed; and
    • lodge a complaint with the Information Regulator where you believe your privacy rights have been infringed.

    Requests may be subject to applicable legal requirements and verification of your identity.

    18. Direct Marketing

    We respect your right to control direct marketing communications.

    Where applicable, electronic direct marketing will be conducted in accordance with POPIA and other applicable laws.

    You may request that we stop sending marketing communications to you.

    Every marketing communication should provide an appropriate means of opting out where required.

    Opting out of marketing communications will not prevent us from sending essential service communications, such as reservation confirmations, booking changes, payment information, safety notices or other communications necessary to administer your stay.

    19. Children’s Personal Information

    Our services may be used by families and guests travelling with children.

    We do not knowingly use our website to independently solicit personal information from children.

    Where information concerning a child is required for a legitimate accommodation, safety, legal or administrative purpose, we will process such information in accordance with applicable law and appropriate safeguards.

    Parents or lawful guardians should ensure that information provided concerning children is accurate and appropriate.

    20. Special Personal Information

    Certain information may constitute “special personal information” under POPIA.

    We generally do not require special personal information to use our website.

    However, in limited circumstances, a guest may voluntarily provide information relating to health, dietary requirements, accessibility requirements, religious requirements or other special requests in order to facilitate their stay.

    Where such information is provided, it will be processed only where there is a lawful basis for doing so and only to the extent reasonably necessary for the relevant purpose.

    21. Information Obtained Through Communications

    If you contact us by email, telephone, WhatsApp or another communication channel, we may retain records of that communication where reasonably necessary for:

    • customer service;
    • reservation administration;
    • dispute resolution;
    • legal compliance;
    • security;
    • business administration; or
    • improving our services.

    You should avoid sending unnecessary sensitive or confidential information through ordinary email or messaging channels.

    22. Third-Party Websites and Links

    Our website may contain links to external websites, including booking platforms and other websites that may be useful to our guests.

    We are not responsible for the privacy practices, security, content or policies of third-party websites.

    When you leave our website, the third party’s privacy policy and terms may apply.

    We recommend reviewing the relevant third party’s privacy policy before providing personal information.

    23. Website Content and Images

    Our website may contain photographs and other visual material relating to the guesthouse, rooms, facilities and surrounding area.

    We endeavour to use website content appropriately and to respect privacy.

    Guests should not assume that photographs or other website content provide permission to reproduce, distribute or commercially use such material.

    24. Social Media

    Where 34 On Milkwood operates or links to social media profiles, interactions with those platforms may be subject to the privacy policies and terms of the relevant social media providers.

    Information that you voluntarily make public through social media may be visible to others.

    We encourage you to review the privacy settings of your social media accounts.

    25. Fraud Prevention and Security

    We may process personal information to detect and prevent:

    • fraudulent reservations;
    • payment fraud;
    • identity fraud;
    • cyberattacks;
    • unauthorised access;
    • theft;
    • abuse of our facilities; and
    • other unlawful or harmful activity.

    Where reasonably necessary and legally permitted, information may be shared with relevant service providers, financial institutions, insurers, law enforcement agencies or other appropriate parties.

    26. Legal and Regulatory Disclosure

    We may disclose personal information where required or permitted by law.

    This may include disclosures to:

    • courts;
    • law enforcement agencies;
    • government authorities;
    • regulatory authorities;
    • tax authorities;
    • legal advisers;
    • auditors;
    • insurers; or
    • other authorised persons.

    We will endeavour to limit such disclosure to information reasonably required for the applicable purpose.

    27. Business Transfers

    If 34 On Milkwood is sold, transferred, merged, reorganised or otherwise involved in a business transaction, personal information may form part of the business records transferred to the relevant successor or acquiring entity.

    Any such transfer will be handled in accordance with applicable privacy laws.

    28. Complaints

    If you believe that we have processed your personal information unlawfully or have otherwise infringed your privacy rights, we encourage you to contact us first so that we can investigate and attempt to resolve your concern.

    You may contact us using:

    Email: info@34onmilkwood.co.za
    Telephone: +27 73 709 2875
    Address: 34 Milkwood Drive, Herrwood Park, uMhlanga, 4319, South Africa

    Please provide sufficient information for us to investigate your complaint.

    29. Information Regulator

    If you are not satisfied with our response or believe that your rights under POPIA have been infringed, you may lodge a complaint with the South African Information Regulator.

    The Information Regulator is responsible for overseeing compliance with POPIA and PAIA in South Africa.

    Information Regulator – South Africa

    Website: https://inforegulator.org.za/

    For current contact details, complaint procedures and prescribed forms, please refer to the Information Regulator’s official website.

    30. PAIA and Access to Records

    Where applicable, 34 On Milkwood will maintain and make available information required under the Promotion of Access to Information Act 2 of 2000 (PAIA).

    PAIA provides a framework for requesting access to records held by private bodies, subject to the limitations and requirements contained in the Act.

    The PAIA requirements applicable to private bodies include information concerning the categories of records held, processing of personal information, recipients of personal information, cross-border transfers and information security measures.

    A separate PAIA Manual should be maintained where applicable and made available in accordance with legal requirements.

    PAIA Manual: [INSERT LINK TO PAIA MANUAL]

    31. Changes to This Privacy Policy

    We may update this Privacy Policy from time to time.

    Changes may be necessary because of:

    • changes to our services;
    • changes to our website;
    • changes to technology;
    • changes to third-party service providers;
    • changes to applicable laws;
    • regulatory developments; or
    • changes to our privacy practices.

    The updated version will be published on this website with a revised “Last Updated” date.

    We encourage visitors to review this Privacy Policy periodically.

    32. Contact Us About Privacy

    For privacy-related enquiries, requests or complaints, please contact:

    34 On Milkwood Guesthouse

    Address:
    34 Milkwood Drive
    Herrwood Park
    uMhlanga
    4319
    South Africa

    Email:
    info@34onmilkwood.co.za

    Telephone:
    +27 73 709 2875

    Information Officer:
    [INSERT INFORMATION OFFICER NAME]

    Information Officer Email:
    [INSERT INFORMATION OFFICER EMAIL]

    33. Consent and Acknowledgement

    By using our website, submitting information to us, making an enquiry or providing personal information to 34 On Milkwood, you acknowledge that you have had an opportunity to read this Privacy Policy.

    Where consent is required by applicable law, we will obtain consent through an appropriate mechanism.

    Providing personal information may be necessary for us to respond to enquiries, administer reservations, provide accommodation services or comply with legal obligations. Where information is optional, we will endeavour to make this clear.

    34. Important Disclaimer

    This Privacy Policy has been prepared as a comprehensive website privacy notice based on the information publicly displayed on the 34 On Milkwood website and the requirements of South African privacy legislation.

    It should be reviewed against 34 On Milkwood’s actual:

    • legal entity and ownership structure;
    • booking and reservation providers;
    • payment providers;
    • website hosting provider;
    • email provider;
    • analytics services;
    • cookie technologies;
    • marketing platforms;
    • security systems;
    • data retention practices;
    • cross-border data transfers; and
    • internal privacy procedures.

    Policy Version: 1.0

    Effective Date: 25 September 2026