DOCUMENT CONTROL
| Document | Privacy Policy |
| Company | Live The Journey Holdings (Pty) Ltd |
| Last Updated | July 2026 |
| Approved By | Information Officer |
1. INTRODUCTION
Live The Journey Holdings (Pty) Ltd (“Live The Journey”, “we”, “our”, or “us”) is committed to protecting your privacy and ensuring that your personal information is processed responsibly, lawfully, and transparently.
As a travel company specialising in guided hiking tours, overland expeditions, and international travel experiences, we collect and process personal information to provide our services, manage bookings, communicate with our travellers, comply with legal obligations, and continually improve our customer experience.
We recognise the importance of protecting the personal information entrusted to us and are committed to complying with the Protection of Personal Information Act, 2013 (POPIA), the Promotion of Access to Information Act, 2000 (PAIA), and all other applicable South African legislation relating to privacy and information security.
This Privacy Policy explains:
- what personal information we collect;
- how we collect it;
- why we process it;
- who we share it with;
- how we protect it;
- how long we retain it; and
- the rights you have regarding your personal information.
By accessing our website, submitting an enquiry, subscribing to our communications, or booking one of our tours, you acknowledge that you have read and understood this Privacy Policy.
2. Definitions
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, as defined in the Protection of Personal Information Act, 2013 (POPIA).
- “Processing” means any operation concerning personal information, including the collection, recording, storage, updating, use, sharing, disclosure, destruction or deletion of such information.
- “Data Subject” means the individual or juristic person to whom the personal information relates.
- “POPIA” means the Protection of Personal Information Act, 2013 (Act No. 4 of 2013).
- “PAIA” means the Promotion of Access to Information Act, 2000 (Act No. 2 of 2000).
- “Information Officer” means the person appointed by Live The Journey Holdings (Pty) Ltd in terms of POPIA and PAIA.
3. WHO WE ARE
Live The Journey Holdings (Pty) Ltd is a South African travel company that designs, markets and operates guided adventure travel experiences throughout Southern Africa and various international destinations.
Our services include, but are not limited to:
- Guided Slack-pack tours
- Multi-day expeditions
- Guided overland tours
- International travel packages
- Custom group travel
- Tour planning and reservations
To provide these services, we work with accommodation providers, transport operators, airlines, local guides, activity providers, national parks, and other carefully selected travel partners.
4. SCOPE OF THIS POLICY
This Privacy Policy applies to all personal information processed by Live The Journey, including information obtained through:
- our website;
- online enquiry forms;
- booking forms;
- email correspondence;
- telephone enquiries;
- social media platforms;
- marketing campaigns;
- travel documentation;
- competitions and promotions;
- surveys and feedback forms;
- in-person meetings; and
- any other interaction with Live The Journey.
This Policy applies to:
- prospective customers;
- travellers;
- previous travellers;
- website visitors;
- suppliers;
- contractors;
- business partners; and
- any individual whose personal information we process.
5. THE PERSONAL INFORMATION WE COLLECT
The information we collect depends on the nature of your interaction with us and the services you request.
5.1 Personal Identification Information
We may collect:
- Full name
- Surname
- Identity number
- Passport number
- Passport copy
- Nationality
- Date of birth
- Gender (where required for travel arrangements)
5.2 Contact Information
We may collect:
- Email address
- Mobile number
- Telephone number
- Residential address
- Postal address
- Country of residence
5.3 Travel Information
When you enquire about or book a tour, we may collect:
- Tour preferences
- Travel dates
- Previous travel history with Live The Journey
- Room-sharing preferences
- Flight information
- Visa requirements
- Arrival and departure details
- Special travel requests
- Emergency contact information
- Next of kin details
5.4 Medical and Dietary Information
Certain tours require us to collect limited health-related information where reasonably necessary to help ensure your safety and the safety of others during travel.
Depending on the tour, we may collect:
- Medical conditions relevant to travel
- Allergies
- Dietary requirements
- Medication information
- Physical limitations
- Fitness information
- Medical emergency details
We only request health-related information that is reasonably necessary to arrange your travel safely and responsibly and to comply with applicable legal or operational requirements.
5.5 Financial Information
Where applicable, we may collect:
- Payment confirmations
- Banking details for refunds
- Transaction references
- Billing information
- VAT information (where applicable)
Live The Journey does not store your credit card details.
Payments are processed through authorised payment providers or banking institutions.
5.6 Marketing Information
If you choose to receive marketing communications, we may collect:
- Marketing preferences
- Newsletter subscriptions
- Tour interests
- Previous enquiries
- Previous bookings
- Responses to marketing campaigns
You may unsubscribe from marketing communications at any time.
5.7 Website Information
When you visit our website, certain technical information may automatically be collected, including:
- IP address
- Browser type
- Device type
- Operating system
- Website pages visited
- Date and time of access
- Referring website
- General geographic location based on IP address
This information helps us improve the performance, security and usability of our website.
6. HOW WE COLLECT YOUR INFORMATION
We collect personal information directly from you whenever reasonably possible.
Information may be collected when you:
- complete an enquiry form;
- request a quotation;
- make a booking;
- communicate with us by email or telephone;
- subscribe to our newsletter;
- participate in promotions or competitions;
- submit travel documentation;
- communicate through social media;
- complete surveys or feedback forms;
- attend one of our events; or
- interact with our website.
In certain circumstances, we may receive information from third parties where this is necessary to provide our services, including:
- travel companions making bookings on your behalf;
- travel agents;
- airlines;
- accommodation providers;
- insurance providers;
- visa service providers;
- authorised representatives; or
- public sources where legally permitted.
7. WHY WE PROCESS YOUR PERSONAL INFORMATION
Lawful Basis for Processing
Live The Journey processes personal information only where permitted by applicable law. Depending on the circumstances, personal information may be processed:
- to fulfil or prepare to enter into a contract with you;
- to comply with legal or regulatory obligations;
- where you have provided your consent;
- where processing is necessary to protect your legitimate interests or those of Live The Journey; or
- where otherwise permitted by POPIA.
Your information may be processed for purposes including:
- responding to enquiries;
- preparing travel quotations;
- confirming reservations;
- managing tour bookings;
- arranging accommodation;
- arranging transport;
- arranging activities;
- coordinating international travel;
- providing customer support;
- communicating important travel updates;
- processing payments;
- issuing invoices;
- complying with legal obligations;
- managing supplier relationships;
- improving our services;
- conducting internal reporting and business analysis;
- maintaining security;
- preventing fraud; and
- sending marketing communications where you have consented or where otherwise permitted by law.
We will not process your personal information for purposes that are incompatible with the purpose for which it was originally collected unless required or permitted by law.
8. SHARING YOUR PERSONAL INFORMATION
Live The Journey respects the confidentiality of your personal information and will not sell, rent or trade your personal information to third parties.
We will only share your personal information where it is necessary to provide our services, where you have consented to such disclosure, or where we are legally required or permitted to do so.
Depending on your booking, we may share relevant personal information with:
- Accommodation providers;
- Airlines and other transport operators;
- Local guides and tour leaders;
- Ground handling agents and destination management companies;
- National parks and conservation authorities;
- Activity providers;
- Vehicle rental companies;
- Travel insurance providers;
- Visa application service providers;
- Payment service providers and financial institutions;
- Professional advisers, including accountants, auditors and legal advisers;
- Technology service providers that support our business operations; and
- Government departments, regulators or law enforcement authorities where required by law.
Only the information necessary for the specific purpose will be shared.
We do not authorise third parties to use your personal information for their own marketing purposes unless you have expressly consented to such use.
Where third-party service providers process personal information on our behalf, we take reasonable steps to ensure that they maintain appropriate security measures and comply with applicable privacy legislation.
9. INTERNATIONAL TRANSFERS OF PERSONAL INFORMATION
As an international travel company, Live The Journey regularly arranges travel outside South Africa.
In order to fulfil your booking, it may be necessary to transfer your personal information to organisations located outside South Africa.
These organisations may include:
- Overseas accommodation providers;
- International airlines;
- Foreign ground operators;
- Tour guides;
- Transport companies;
- National parks;
- Government authorities;
- Immigration or visa authorities;
- Emergency medical providers; and
- Other travel suppliers necessary for your itinerary.
Some countries may not have data protection laws equivalent to those of South Africa.
Where personal information is transferred internationally, Live The Journey will take reasonable steps to ensure that appropriate safeguards are in place and that your information is only used for the purpose of providing the travel services you have requested.
By booking international travel with Live The Journey, you acknowledge that certain personal information must be shared with overseas travel suppliers in order to fulfil your booking.
10. HOW WE PROTECT YOUR INFORMATION
Protecting your personal information is important to us.
Live The Journey has implemented reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, disclosure, alteration or destruction.
These measures include, where appropriate:
- Secure Microsoft 365 systems;
- Controlled access to company information;
- Password protection and multi-factor authentication;
- Secure SharePoint document storage;
- Regular data backups;
- Antivirus and endpoint security software;
- Firewalls and network protection;
- Access controls based on employee responsibilities;
- Confidentiality obligations for employees; and
- Security monitoring and incident response procedures.
Employees receive appropriate guidance on the responsible handling of personal information relevant to their roles.
While we strive to protect all personal information, no method of electronic transmission or storage can be guaranteed to be completely secure.
Accordingly, we cannot guarantee absolute security, although we continually review and improve our security measures.
11. RETENTION OF PERSONAL INFORMATION
We retain personal information only for as long as necessary to:
- fulfil the purpose for which it was collected;
- comply with legal obligations;
- resolve disputes;
- enforce agreements; or
- protect our legitimate business interests.
The retention period depends on the type of information involved and any legal or regulatory requirements applicable to that information.
Once personal information is no longer required, we will securely delete, destroy or anonymise it where reasonably practicable.
Certain records may be retained for longer periods where required or permitted by applicable legislation or where necessary to protect the Company’s legal rights.
12. COOKIES AND WEBSITE TECHNOLOGIES
Our website may use website analytics tools to better understand how visitors interact with our website and to improve the functionality, performance and user experience of our online services.
Where analytics or advertising cookies are used, they will be implemented in accordance with applicable privacy legislation.
Cookies are small text files stored on your device that help websites remember information about your visit.
Cookies may be used to:
- remember website preferences;
- improve website functionality;
- analyse website traffic;
- understand how visitors use our website;
- improve user experience; and
- support marketing and advertising activities.
Most internet browsers allow you to manage or disable cookies through your browser settings.
Please note that disabling certain cookies may affect the functionality of our website.
13. MARKETING COMMUNICATIONS
Where you have chosen to receive marketing communications, Live The Journey may send you:
- travel news;
- tour launches;
- promotional offers;
- newsletters;
- destination information; and
- other information relating to our products and services.
You may unsubscribe from marketing communications at any time by:
- clicking the “Unsubscribe” link contained in our emails;
- contacting us directly; or
- updating your communication preferences.
Choosing not to receive marketing communications will not affect service-related communications regarding existing enquiries or bookings.
14. YOUR RIGHTS
Subject to applicable legislation, you have the right to:
- request access to your personal information;
- request correction of inaccurate or incomplete information;
- request deletion of personal information where legally permissible;
- object to the processing of your personal information in certain circumstances;
- withdraw consent where processing is based on consent;
- lodge a complaint with the Information Regulator; and
- institute civil proceedings where provided for under applicable legislation.
Requests relating to your personal information may be directed to our Information Officer using the contact details below.
15. CHILDREN’S PRIVACY
Certain Live The Journey tours may be suitable for families travelling with children.
Where personal information relating to a child is collected, it will generally be provided by the child’s parent or legal guardian for the purpose of arranging travel services.
We process children’s personal information only where permitted by applicable law and only to the extent necessary for the provision of our services.
16. LINKS TO THIRD-PARTY WEBSITES
Our website may contain links to third-party websites for your convenience.
Live The Journey is not responsible for the privacy practices, security or content of third-party websites.
Visitors are encouraged to review the privacy policies of any external websites they visit.
17. CHANGES TO THIS PRIVACY POLICY
Live The Journey may amend this Privacy Policy from time to time to reflect:
- changes in legislation;
- changes to our services;
- technological developments;
- improvements to our business practices; or
- regulatory guidance.
The latest version of this Privacy Policy will always be published on our website.
We encourage users to review this Privacy Policy periodically to remain informed about how we protect personal information.
18. CONTACT US
If you have any questions regarding this Privacy Policy or the processing of your personal information, please contact us.
Live The Journey Holdings (Pty) Ltd
Physical Address
Oudebrug Farm
R44, Oude Pont Street
Wellington Industrial Park
Wellington
Western Cape
7654
Telephone
+27 (0)21 863 6400
General Email
info@livethejourney.co.za
Website
19. INFORMATION OFFICER
Information Officer
Stephanus Jurgens Schoeman
Chief Executive Officer
Email: jurgens@livethejourney.co.za
Deputy Information Officer
Fanie Schoeman
Financial Manager
Email: fanie@livethejourney.co.za
20. COMPLAINTS
If you believe that Live The Journey has not processed your personal information in accordance with applicable privacy legislation, you are encouraged to contact us so that we can investigate and attempt to resolve your concern.
If you remain dissatisfied after contacting us, you may lodge a complaint with the Information Regulator of South Africa using the contact details available on the Information Regulator’s official website.
APPROVAL
Approved by:
Stephanus Jurgens Schoeman
Chief Executive Officer
Information Officer
Live The Journey Holdings (Pty) Ltd
This Privacy Policy replaces all previous versions of the Live The Journey Privacy Policy.