This policy covers how Routes Kilimanjaro Adventures Limited collects, uses, discloses, transfers, and stores your data. Please read the following carefully.

By making a booking or an enquiry, you agree to the transfer, storage, and processing of it as necessary. We will take all reasonable steps to ensure your data is treated securely and in accordance with this privacy policy. If you do not agree with this policy, we cannot accept your booking and you need to inform us of the same.

The personal information we collect includes information such as:

• Name, address, email address, and telephone number
• Date of birth and personal travel arrangements
• Passport details (where required for Advanced Passenger Information or specific permits e.g. Gorilla trekking in Rwanda/Uganda, or trips to Tanzania)
• Medical conditions, disabilities, and special requirements (dietary, religious beliefs) — collected only where necessary to arrange suitable services for your booking

We will need to collect this information to arrange the travel and other services you are requesting.

We use your personal information to:

• Fulfil our contract with you and deal with your booking — including processing, sending itineraries, or other booking-related details.
• Update you on changes to your travel itinerary (e.g. flight delays or cancellations).
• Manage wider travel requirements — liaising with airlines, hotels, service providers and travel facilitators to minimise disruptions.
• Process payments, fulfil refund requests, and for accounting or audit purposes.
• Personalise the service and offers you receive, based on previous travel experiences, transactions, or preferences.
• Communicate with you at different stages of your journey.
• Communicate with airlines, accommodation providers and other parties regarding your experience, preferences, compliments, or complaints.
• Improve the products and services we offer, or help us create new ones.
• Conduct customer satisfaction surveys to better understand how we can continue to improve.
• Market our products and services to you (where you have opted in).
• Manage our business — systems testing, IT maintenance, training, benchmarking, and performance measurement.
• Use in connection with your online account as you may authorise from time to time.

We do not generally collect special categories of personal information unless necessary. Where we do, we minimise its collection and handle it with extra care, sharing only with parties involved in managing your booking or journey.

If you have any queries about any of our products or services, compliments or complaints, we will need to collect information from you, including your contact details, in order for us to respond to your query or provide you with assistance. We will collect this information when you send us an email, call our offices, visit a local office, or contact us via another form of communication such as through social media or any other means.

• Login information on our websites is kept securely on our servers.
• Passwords are encrypted and cannot be viewed by any staff member of Routes Kilimanjaro Adventures Ltd.
• No information relating to our agent customers or their clients is posted on any of our websites or social media pages.
• Traveller feedback published on the site only reflects first names — agent or company names are never included.

• Our newsletters are by subscription only — you must complete a subscription request to receive them.
• You are required to verify your subscription to activate it.
• Subscription details are never shared with anyone and are securely stored by our Email Marketing platform.
• Our agreement with the Email Marketing provider prohibits them from ever sharing your information in any way.
• You may unsubscribe at any time by clicking the link on any newsletter received, or by contacting us directly.