Velvet Experience
Last Updated: October 16, 2025
Effective Date: October 16, 2025
1. INTRODUCTION
Welcome to Velvet Experience. We are committed to protecting your privacy and personal data. This Privacy Policy explains how we collect, use, store, and protect your information when you use our website at www.velvetexperience.world and our services.
Data Controller:
Velvet Experience
Duom Palm Road, Nairobi, Kenya
Email: travel@velvetexperience.world
Phone: (+254) 768 743873
This Privacy Policy complies with the Kenya Data Protection Act, 2019 and applicable international data protection regulations.
2. INFORMATION WE COLLECT
2.1 Information You Provide Directly
When Using Our AI Trip Planner:
Travel preferences and interests
Budget range
Travel dates and duration
Number of travelers
Special requirements or requests
When Booking Consultations:
Full name
Email address
Phone number
Preferred consultation date/time
When Making Bookings:
Full name (as on travel documents)
Email address
Phone number
Payment information (processed by third-party providers)
Passport/ID number (if required by Partner Hotels)
Emergency contact information
Special requests (dietary restrictions, accessibility needs, celebrations)
When Communicating With Us:
Messages sent via email, WhatsApp, phone, or contact forms
Feedback, reviews, and ratings
Customer support inquiries
2.2 Information We Collect Automatically
Website Usage Data:
IP address
Browser type and version
Device type and operating system
Pages visited and time spent
Referring website
Click patterns and navigation paths
Cookies and Tracking Technologies:
Session cookies (for website functionality)
Analytics cookies (to understand user behavior)
Marketing cookies (with your consent)
See our Cookie Policy for detailed information.
2.3 Information from Third Parties
Payment Processors (PayPal, Paystack):
Payment confirmation and transaction details
We do not store full credit card numbers
Partner Hotels:
Check-in/check-out confirmations
Guest feedback (if shared)
Service requests or issues
Social Media:
If you interact with us on social media platforms, we may receive profile information as permitted by platform settings
3. HOW WE USE YOUR INFORMATION
3.1 To Provide Our Services
Process and confirm your bookings
Communicate your reservations to Partner Hotels
Send booking confirmations and travel documents
Provide customer support
Facilitate consultation calls
Process payments and issue receipts
Send trip reminders and updates
3.2 To Improve Our Services
Analyze AI Trip Planner performance and accuracy
Understand user preferences and behavior
Identify technical issues and improve website functionality
Develop new features and services
Train and improve our AI algorithms
3.3 To Communicate With You
Send booking confirmations and updates
Respond to inquiries and support requests
Request feedback and reviews (post-trip)
Send service announcements and important updates
Provide travel tips and destination information
3.4 For Marketing (With Your Consent)
Send newsletters about travel deals and inspiration
Share curated travel content and blog posts
Promote special offers from Partner Hotels
Send personalized recommendations based on your preferences
Invite you to exclusive events or experiences
You can opt out of marketing communications at any time.
3.5 For Legal and Safety Purposes
Comply with legal obligations and regulations
Prevent fraud and unauthorized transactions
Protect our rights and property
Investigate and resolve disputes
Ensure guest and hotel safety
Respond to law enforcement requests
4. LEGAL BASIS FOR PROCESSING (KENYA DATA PROTECTION ACT)
We process your personal data based on:
Consent: You have given clear consent for specific purposes (e.g., marketing communications, cookies)
Contract: Processing is necessary to fulfill our booking services and Terms & Conditions
Legal Obligation: We must process data to comply with Kenyan tax, business, and tourism regulations
Legitimate Interests: We have legitimate business interests (e.g., fraud prevention, service improvement) that do not override your fundamental rights
5. HOW WE SHARE YOUR INFORMATION
5.1 With Partner Hotels
We share necessary booking information with Partner Hotels to fulfill your reservation:
Your name, contact information
Booking dates and room preferences
Number of guests
Special requests (dietary needs, accessibility requirements)
Payment confirmation (not full payment details)
Partner Hotels are independent businesses with their own privacy practices.
We encourage you to review their privacy policies.
5.2 With Service Providers
We work with trusted third-party providers who process data on our behalf:
Payment Processors:
PayPal and Paystack (to process transactions securely)They have their own privacy policies and security measures
Technology Providers:
Webflow (website hosting)
Supabase (database management)
Zapier (workflow automation)
Google Workspace (email and document management)
Communication Tools:
WhatsApp Business (booking confirmations and support)
Calendly (consultation scheduling)
Email service providers
All service providers are contractually required to protect your data and only use it for specified purposes.
5.3 With Analytics ProvidersGoogle Analytics (to understand website traffic and user behavior)
You can opt out via browser settings or Google's opt-out tools
5.4 For Legal Reasons
We may disclose your information if required to:
Comply with legal obligations, court orders, or government requests
Enforce our Terms & Conditions
Protect our rights, property, or safety
Prevent fraud or illegal activities
Protect the rights and safety of our users and Partner Hotels
5.5 Business Transfers
If Velvet Experience is involved in a merger, acquisition, or sale of assets, your information may be transferred. We will notify you before your data is transferred and becomes subject to a different privacy policy.
5.6 With Your Consent
We may share information with other third parties when you explicitly consent or request us to do so.
6. DATA SECURITY
6.1 Security Measures
We implement industry-standard security measures to protect your data:
SSL/TLS encryption for data transmission
Secure servers and encrypted databases
Access controls (only authorized personnel can access data)
Regular security audits and updates
Payment data handled by PCI-DSS compliant processors
Secure WhatsApp Business communication
6.2 LimitationsNo system is 100% secure.
While we take reasonable precautions, we cannot guarantee absolute security of data transmitted over the internet. You are responsible for maintaining the confidentiality of your login credentials (if applicable).
6.3 Data Breaches
In the unlikely event of a data breach affecting your personal information, we will:
Notify you within 72 hours (as required by Kenya Data Protection Act)
Report the breach to the Office of the Data Protection Commissioner
Take immediate steps to mitigate harm
Provide guidance on protective measures you can take
7. DATA RETENTION
7.1 How Long We Keep Your Data
Active Users:
Booking information: 7 years (for tax and legal compliance)
Communication records: 5 years
Marketing consent records: Until you withdraw consent
Website analytics: 26 months (Google Analytics default)
Inactive Users:
If you haven't interacted with us for 3 years, we will delete or anonymize your data (except records we're legally required to keep)
7.2 Deletion Requests
You can request deletion of your data at any time (see Section 8). We will delete your information except where we have legal obligations to retain it.
8. YOUR RIGHTS (KENYA DATA PROTECTION ACT)
You have the following rights regarding your personal data:
8.1 Right to Access
Request a copy of all personal data we hold about you. We will provide this within 30 days free of charge.
8.2 Right to Rectification
Request correction of inaccurate or incomplete information. We will update your data within 7 days.
8.3 Right to Erasure ("Right to Be Forgotten")
Request deletion of your personal data, unless we have legal grounds to retain it (e.g., tax records, ongoing contracts).
8.4 Right to Restrict Processing
Request that we limit how we use your data while we investigate your concerns or update information.
8.5 Right to Data Portability
Request your data in a structured, machine-readable format to transfer to another service provider.
8.6 Right to Object
Object to processing based on legitimate interests or for direct marketing purposes. We will stop unless we have compelling legitimate grounds.
8.7 Right to Withdraw Consent
Withdraw consent for marketing communications or cookies at any time. This does not affect the lawfulness of processing before withdrawal.
8.8 Right to Lodge a Complaint
If you believe we've violated your privacy rights, you can complain to:
Office of the Data Protection Commissioner (Kenya)
Website: www.odpc.go.ke
Email: info@odpc.go.ke
8.9 How to Exercise Your Rights
Contact us at:
Email: travel@velvetexperience.world
Subject line: "Data Rights Request - [Your Name]"
Include: Your full name, email, and specific request
We will respond within 30 days.
9. COOKIES AND TRACKING
We use cookies and similar technologies to enhance your experience.
See our detailed Cookie Policy for more information.
Essential Cookies: Required for website functionality (cannot be disabled)
Analytics Cookies: Help us understand how you use our site (can be disabled)
Marketing Cookies: Used for personalized advertising (requires consent)You can manage cookie preferences through your browser settings or our cookie consent tool.
10. INTERNATIONAL DATA TRANSFERS
10.1 Data Storage
Your data is primarily stored on servers located in US .
Some service providers may process data outside Kenya.
10.2 Safeguards
When we transfer data internationally, we ensure appropriate safeguards:
Standard contractual clauses
Adequacy decisions by the Office of the Data Protection Commissioner
Service providers with strong data protection frameworks
11. CHILDREN'S PRIVACY
Our services are not directed to individuals under 18. We do not knowingly collect personal data from children.If we discover we have collected data from a child under 18 without parental consent, we will delete it immediately.
If you are a parent/guardian and believe your child has provided us with personal information, contact us at travel@velvetexperience.world.
12. THIRD-PARTY LINKS
Our website may contain links to Partner Hotels, tourism boards, or other third-party websites. We are not responsible for their privacy practices. We encourage you to read their privacy policies before providing any information.
13. CHANGES TO THIS PRIVACY POLICY
13.1 Updates
We may update this Privacy Policy to reflect changes in our practices, legal requirements, or services.
13.2 Notice of Changes
For material changes, we will:
Update the "Last Updated" date at the top
Send email notification to registered users
Display a prominent notice on our website
Provide at least 30 days' notice before changes take effect
13.3 Continued Use
Your continued use of our services after changes take effect constitutes acceptance of the updated Privacy Policy.
14. MARKETING COMMUNICATIONS
14.1 Opt-In
We will only send marketing emails if you:
Subscribe to our newsletter
Opt in during booking
Consent through our website
14.2 What We Send
Travel inspiration and destination guides
Exclusive deals from Partner Hotels
New feature announcements
Curated itineraries and seasonal recommendations
14.3 Opt-Out
Unsubscribe at any time by:Clicking "Unsubscribe" in any marketing email
Emailing travel@velvetexperience.world with "Unsubscribe" in the subject
Managing preferences in your account (future feature)
Note: You will still receive transactional emails (booking confirmations, customer support) even if you opt out of marketing.
15. CONTACT US
For Privacy Questions or Data Rights Requests:
Email: travel@velvetexperience.world
Phone: (+254) 768 743873
Address: Velvet Experience, Duom Palm Road, Nairobi, Kenya
For General Inquiries:
Email: travel@velvetexperience.world
WhatsApp: (+254) 768 743873
For Data Protection Officer:
Email: travel@velvetexperience.world
We aim to respond to all privacy inquiries within 30 days.
16. CONSENT
By using Velvet Experience, you acknowledge that you have read, understood, and consent to the collection, use, and disclosure of your personal information as described in this Privacy Policy. You can withdraw consent at any time by contacting us, though this may limit your ability to use certain services.
Thank you for trusting Velvet Experience with your travel dreams and personal information. We take your privacy seriously and are committed to protecting your data.Live the Velvet life—securely. Last Updated: October 16, 2025
Version: 1.0© 2025 Velvet Experience. All rights reserved.
