Privacy Policy for Surf n Sea Beachfront Holiday Home

Who Is Responsible for Your Personal Information?

Surf n Sea Beachfront Holiday Home is jointly owned and operated by:

• Tyron Hulley

• Daniel Hulley

• Sanet Hulley

They trade together as Surf n Sea Beachfront Holiday Home and are jointly responsible for deciding why and how personal information collected through the direct website and direct guest communications is used.

An independent booking platform, payment provider or technology provider may also process information under its own legal responsibilities and privacy terms.

Information Officer

Information Officer:
Tyron Hulley

The Information Officer handles:

• POPIA requests

• Privacy questions

• Personal-information corrections

• Deletion requests

• Marketing objections

• PAIA record requests

• Privacy complaints

• Communication with the Information Regulator

Contact Details

Owners and responsible parties:
Sanet Hulley and Daniel Hulley trading as Surf n Sea Beachfront Holiday Home

Information Officer:
Tyron Hulley

Physical and postal address:
9 Plane Street, Wavecrest, Jeffreys Bay, 6330, Eastern Cape, South Africa

Privacy and booking email:
bookings@surfnseajbay.co.za

Telephone and WhatsApp:
+27 63 917 5046

Website:
surfnseajbay.co.za

PAIA Manual:
View the Surf n Sea PAIA Manual

Do not send complete payment-card details, passwords or unnecessary identity documents through ordinary email or WhatsApp.

Information You Give Us

This may include:

• First name and surname

• Email address

• Telephone and WhatsApp number

• Home, billing or postal address

• Booking dates

• Number and type of guests

• Adult and child guest numbers

• Relevant accompanying-guest details

• Pet number, type, breed, size and approval information

• Vehicle and arrival information

• Special requests

• Accessibility information voluntarily supplied

• Emergency or next-of-kin details voluntarily supplied

• Email and WhatsApp messages

• Feedback and review information

• Complaint, refund or damage correspondence

• Consent and marketing preferences

Identity Information

Where reasonably necessary for check-in, security, fraud prevention or legal purposes, Surf n Sea may request limited identity or passport information.

Identity documents are not requested as a routine marketing requirement.

Where identity verification is necessary, guests should use the approved process rather than sending documents through an unsecured general contact form.

Booking and Transaction Information

This may include:

• Booking reference

• Quoted and confirmed rate

• Amount paid

• Outstanding balance

• Payment date

• Peach Payments transaction reference

• Deposit status

• Refund or cancellation information

• Selected rate plan

• Minimum-stay information

• Booking platform used

• Promotion or repeat-guest code

• Breakage-deposit records

• Records showing that booking conditions were accepted

Website and Technical Information

Depending on the website configuration and your cookie choices, this may include:

• IP address

• Device type

• Browser type

• Approximate location derived from technical information

• Pages visited

• Referral source

• Date and time of website use

• Links and buttons selected

• Booking-engine interactions

• Cookie identifiers

• Analytics information

• Campaign-attribution data

• Website error and security logs

Information Received from Other Parties

Surf n Sea may receive relevant information from:

• RoomRaccoon

• Peach Payments

• Banks and financial institutions

• Booking.com

• LekkeSlaap

• Expedia

• Agoda

• Travel agents or booking partners

• Website hosting and security providers

• Google website services

• A person booking for other guests

• Insurers or professional advisers

• Authorities where disclosure is lawfully required

Directly from You

We collect information when you:

• Submit an enquiry

• Use the direct booking engine

• Contact Surf n Sea by email

• Contact Surf n Sea through WhatsApp

• Telephone the property

• Request pet approval

• Complete a reservation

• Make a payment

• Submit feedback or a review

• Report a problem

• Communicate before, during or after a stay

• Join an optional promotional list

Automatically Through the Website

Technical information may be collected through:

• Essential cookies

• Analytics cookies where permitted

• Website security logs

• RoomRaccoon booking-engine technology

• Embedded maps and media

• Tag-management tools

• Referral and campaign parameters

• Website-performance tools

Through OTAs and Travel Partners

When you book through an OTA or travel partner, the platform may send Surf n Sea the information required to manage the reservation.

The platform’s own privacy policy also applies to information it collects and controls.

To Answer Enquiries and Manage Bookings

We may use information to:

• Provide rates and availability

• Prepare a quotation

• Create and confirm a reservation

• Process deposits and balances

• Manage changes and cancellations

• Process refunds

• Confirm guest numbers

• Confirm property suitability

• Manage pet approval

• Provide arrival information

• Respond to guest requests

• Apply booking conditions

To Support Your Stay

We may use information to:

• Prepare for arrival

• Provide access and parking information

• Assist with Wi-Fi or backup power

• Explain pool, braai and house use

• Respond to maintenance issues

• Manage service interruptions

• Address complaints

• Assist in an emergency

• Communicate about lost property

For Safety and Property Protection

Information may be processed where reasonably necessary to:

• Prevent fraud

• Investigate misuse

• Investigate theft or damage

• Manage security incidents

• Respond to neighbour complaints

• Maintain appropriate access records

• Resolve disputes

• Support an insurance claim

• Establish or defend a legal claim

To Meet Legal and Financial Duties

Information may be processed or retained for:

• Accounting

• Tax

• Insurance

• Consumer-protection obligations

• Legal proceedings

• Lawful authority requests

• POPIA obligations

• PAIA obligations

• Other applicable South African legal duties

To Improve the Website

Where permitted, analytics may help Surf n Sea understand:

• Which pages visitors find useful

• How visitors reach the website

• Whether the booking journey functions correctly

• Which devices visitors use

• Where technical problems occur

• Which campaigns result in enquiries or bookings

For Optional Direct Marketing

Where lawful and permitted, Surf n Sea may send:

• Repeat-guest reminders

• Seasonal availability

• December and school-holiday updates

• Pet-friendly weekend information

• Surf-season availability

• Private return-guest offers

Optional marketing is not a condition of making a booking.

Depending on the circumstances, Surf n Sea may process information because:

• You have asked us to take steps before entering into a booking

• Processing is necessary to create or perform the booking agreement

• Processing is required by law

• Processing protects a legitimate interest of Surf n Sea, a guest or another person

• You have consented to a specific optional activity

• Processing is required to establish or defend a legal claim

• Another lawful ground under South African law applies

Consent is not treated as the basis for every activity.

For example, Surf n Sea may need to retain booking, accounting, payment, security or damage records even when a guest has withdrawn marketing consent.

RoomRaccoon Booking Engine

Surf n Sea uses RoomRaccoon to support its direct booking process.

RoomRaccoon may help to:

• Display live availability

• Calculate rates

• Record guest details

• Process reservation requests

• Create booking confirmations

• Manage payment status

• Send transactional booking messages

• Record selected extras

• Manage stay preferences

Information entered into the direct booking engine may therefore be processed through RoomRaccoon’s systems.

View the RoomRaccoon Privacy Policy

Peach Payments

Surf n Sea uses Peach Payments as its direct payment provider.

Peach Payments may process:

• Payer name

• Contact details

• Billing information

• Payment-card or payment-method information

• Transaction amount

• Payment date

• Transaction status

• Fraud-prevention information

• Refund information

• Technical and security information

Peach Payments generally acts as an operator when processing payment transactions on Surf n Sea’s instructions. It may also process information for its own legal, regulatory, fraud-prevention and financial-services obligations.

Peach Payments states that it maintains safeguards aligned with PCI DSS requirements and that its systems process payment information on behalf of merchants.

View the Peach Payments Privacy and Cookie Policy

What Surf n Sea Receives

Surf n Sea may receive:

• Confirmation that payment succeeded or failed

• Amount paid

• Date of payment

• Payment reference

• Refund status

• Outstanding balance

• Limited payer or billing information required to reconcile the reservation

Surf n Sea’s policy is not to request or retain complete payment-card details in ordinary guest correspondence.

Never send complete card information by:

• Email

• WhatsApp

• SMS

• An ordinary contact form

Enter payment information only through the authorised payment interface presented during the booking process.

OTA Reservations

When you book through Booking.com, LekkeSlaap, Expedia, Agoda or another travel partner:

• The platform collects information under its own privacy policy

• It may share reservation information with Surf n Sea

• It may process payment or refund information

• Changes and cancellations may need to be handled through that platform

• Surf n Sea uses received information to manage the reservation and meet operational or legal duties

External privacy terms apply to each independent platform.

What Cookies Are

Cookies and similar technologies are small files or identifiers used to:

• Make websites work

• Remember choices

• Protect sessions

• Support forms

• Operate booking tools

• Understand website use

• Measure booking performance

Essential Cookies

Essential cookies may be required for:

• Website security

• Session management

• Form operation

• RoomRaccoon booking functionality

• Remembering privacy choices

• Fraud prevention

• Reliable website performance

Essential cookies cannot always be disabled without affecting core website functions.

Analytics Cookies

Where enabled and permitted, Surf n Sea may use Google Analytics and related Google tools to understand website and booking performance.

Analytics may measure:

• Page visits

• Referral sources

• Device types

• Website navigation

• Booking-button interactions

• Technical errors

• General campaign performance

Functional Technologies

Functional technologies may support:

• Google Maps

• Booking widgets

• Embedded media

• Review displays

• WhatsApp links

• Other enhanced website tools

These third parties may receive technical information under their own privacy terms.

Marketing and Attribution Technologies

Where installed and enabled, these technologies may measure whether a visitor arrived through:

• An advertisement

• A social campaign

• A promotional email

• A referral link

Marketing technologies should not be treated as essential website functionality.

Managing Your Choices

You should be able to:

• Accept optional cookies

• Reject optional cookies

• Choose specific categories

• Reopen your preferences later

• Delete or block cookies through your browser

CTA:
Manage Cookie Preferences

Booking and Service Messages

Surf n Sea may use email, telephone or WhatsApp to:

• Answer an enquiry

• Provide availability

• Send a quotation

• Confirm a reservation

• Request payment

• Request guest information

• Manage pet approval

• Send check-in instructions

• Communicate essential stay information

• Respond to a problem

• Manage a cancellation

• Process a refund

• Address damage or lost property

These messages are used to manage the enquiry, reservation or stay.

Optional Marketing

Surf n Sea may separately send optional marketing relating to:

• Future availability

• Seasonal stays

• Repeat-guest benefits

• December dates

• Pet-friendly weekends

• Surf-season dates

Promotional messages should:

• Identify Surf n Sea

• Include an opt-out

• Respect withdrawal requests

• Remain separate from essential booking communication

WhatsApp Privacy

When you contact Surf n Sea on WhatsApp:

• Your telephone number is visible

• Profile details you make available may be visible

• Relevant messages may be retained as part of the enquiry or booking record

• WhatsApp’s own privacy terms apply

• You should avoid sending unnecessary sensitive information

• Deleting a chat from your device does not necessarily delete a booking record held by Surf n Sea

How to Stop Marketing

Reply STOP or ask Surf n Sea not to send promotional messages.

This will not prevent necessary communication about:

• An active enquiry

• A confirmed reservation

• Payment

• Arrival

• Safety

• A current stay

• A refund

• A complaint

Children’s Information

Surf n Sea may receive limited information about children because:

• The booking form asks for the number of children

• Occupancy must be confirmed

• Sleeping arrangements may need to be discussed

• Safety questions may be relevant

• A parent or guardian supplies the information

Surf n Sea communicates primarily with the adult lead guest.

We do not request unnecessary identity documents, medical information or exact dates of birth about children without a clear and lawful reason.

Pet Information

Pet approval may require:

• Number of pets

• Animal type

• Breed

• Approximate size

• Age

• Behaviour or house-training information

• Relevant stay requirements

Pet details become part of the booking and approval record.

Other Guests

The lead guest should provide only information that is accurate and reasonably necessary for the booking.

The lead guest is responsible for informing accompanying guests that relevant booking and stay information may be processed.

Service Providers

Surf n Sea may share appropriate information with:

• RoomRaccoon

• Peach Payments

• Banks and financial institutions

• Website hosting providers

• Email and communication providers

• IT and security providers

• Accountants and bookkeepers

• Professional advisers

• Cleaning and maintenance providers where necessary

• Pool and garden service providers where necessary

• Insurers

• OTAs and travel partners

• Analytics providers where lawfully configured

Providers should receive only the information reasonably needed for their role.

Legal, Safety and Property Protection

Information may be shared where reasonably necessary to:

• Comply with law

• Respond to a lawful authority request

• Protect a guest or another person

• Investigate fraud or theft

• Investigate property damage

• Enforce booking conditions

• Support an insurance claim

• Establish or defend a legal claim

Change of Ownership or Operation

If ownership or operation of Surf n Sea changes, relevant business, booking and operational records may form part of the transaction, subject to applicable privacy requirements.

We Do Not Sell Guest Information

Surf n Sea does not sell personal information to unrelated advertisers or data brokers.

RoomRaccoon, Peach Payments, Google services, cloud providers and OTAs may use infrastructure or service providers located outside South Africa.

Information may therefore be transferred to or processed in another country.

Where this occurs, Surf n Sea takes reasonable steps, within its control, to use established providers and require appropriate legal, contractual or organisational safeguards.

Surf n Sea does not claim that every item of guest information remains exclusively inside South Africa.

Peach Payments states that its infrastructure may process information internationally and that it applies safeguards to cross-border transfers.

How We Protect Information

Surf n Sea uses reasonable administrative, organisational, physical and technical safeguards.

These may include:

• Secure website connections

• Strong account passwords

• Multi-factor authentication where available

• Restricted access to booking systems

• Device and network security

• Software updates

• Specialist booking and payment interfaces

• Controlled access to guest records

• Appropriate backups

• Secure disposal

• Incident-response procedures

• Security obligations for service providers

These measures are consistent with the security categories already described in the Surf n Sea PAIA Manual, including physical security, device protection, restricted access, provider obligations and incident response.

No System Is Risk-Free

No website, messaging service, email account or booking platform can be guaranteed completely secure.

Guests should:

• Use trusted devices and networks

• Protect booking references

• Avoid sending payment details by ordinary email or WhatsApp

• Check that payment requests use the authorised payment process

• Contact Surf n Sea if a message appears suspicious

Security Incidents

Where a security incident creates a legal notification duty, Surf n Sea will take appropriate steps in accordance with applicable law.

Standard Retention Period

Surf n Sea’s approved standard maximum retention period for core booking, payment, financial, legal and operational records is:

Seven years

The seven-year period will generally run from:

• Completion or cancellation of the reservation

• Completion of the relevant transaction

• Closure of a refund, complaint or damage matter

• Completion of a legal or insurance matter

• The date on which the record is no longer actively used

Records That May Be Retained for Seven Years

These may include:

• Confirmed booking records

• Payment and refund records

• Invoices and receipts

• Booking correspondence

• Accepted booking conditions

• Guest and occupancy records

• Pet approvals linked to bookings

• Damage and breakage records

• Complaint records

• Insurance-related records

• Security-incident records

• Material WhatsApp and email communication

• Records required for tax, accounting or legal purposes

Shorter Retention May Apply

Information should be deleted, anonymised or securely disposed of earlier where:

• It is no longer needed

• No booking was completed

• There is no legal or operational reason to retain it

• A valid deletion request applies

• Retention would be excessive in relation to the purpose

Marketing Records

Optional marketing details may be retained until:

• You opt out

• Consent is withdrawn

• The marketing purpose ends

• The information is no longer current or necessary

A limited suppression record may be retained after an opt-out so that Surf n Sea can respect the request not to send further marketing.

Longer Retention

Information may be retained for longer than seven years where reasonably required by:

• Law

• A court order

• Tax or regulatory obligations

• An active insurance matter

• An unresolved dispute

• A legal claim

• Fraud or security investigation

Subject to applicable law, you may have the following rights.

Access

You may ask whether Surf n Sea holds personal information about you and request access where permitted.

Correction

You may ask Surf n Sea to correct inaccurate or incomplete information.

Deletion or Destruction

You may request deletion or destruction where legally available.

Some records may need to be retained for:

• Booking administration

• Tax

• Accounting

• Insurance

• Security

• Disputes

• Legal claims

• The approved retention period

Objection

You may object to certain processing in circumstances recognised under applicable law.

Marketing Withdrawal

You may unsubscribe from optional marketing at any time.

Consent Withdrawal

Where processing depends on consent, you may withdraw that consent.

Withdrawal does not invalidate processing already completed lawfully.

Complaint

You may raise a privacy concern with the Surf n Sea Information Officer.

You may also have the right to complain to the South African Information Regulator.

Identity Verification

Surf n Sea may need to verify your identity before:

• Disclosing information

• Correcting important records

• Deleting records

• Processing a formal access request

Do not upload or email identity documents through an ordinary unsecured form unless a secure verification method has been arranged.

Submit a Privacy Request

Contact:

Information Officer:
Tyron Hulley

Email:
bookings@surfnseajbay.co.za

Telephone or WhatsApp:
+27 63 917 5046

Include:

• Your full name

• Contact information

• Booking reference where applicable

• Type of request

• Clear description of what you need

• Preferred response method

CTA:
Submit a Privacy Request

Surf n Sea PAIA Manual

The Surf n Sea PAIA Manual explains:

• Categories of records held

• Records available without a formal request

• How to request access

• Applicable forms

• Applicable fees

• Grounds on which access may be refused

• How and when a decision will be communicated

View or download the Surf n Sea PAIA Manual

How to Submit a PAIA Request

A requester should:

1. Review the PAIA Manual.

2. Complete the prescribed Form 2.

3. Identify the requested record clearly.

4. Explain the right to be exercised or protected.

5. Explain why the record is required.

6. Submit the form to the Information Officer.

7. Pay any prescribed request or access fee where applicable.

The PAIA Manual provides for a decision within 30 days, subject to a lawful extension where the request is extensive or requires a substantial search. It also includes the prescribed request forms and fee schedule.

Submit a PAIA Request To

Information Officer:
Tyron Hulley

Email:
bookings@surfnseajbay.co.za

Telephone or WhatsApp:
+27 63 917 5046

Postal and physical address:
9 Plane Street, Wavecrest, Jeffreys Bay, 6330, Eastern Cape, South Africa

Fees may apply as set out in the current PAIA Manual and applicable regulations.

Contact Surf n Sea First

We encourage guests to contact the Surf n Sea Information Officer first so that the concern can be understood and addressed.

Information Officer:
Tyron Hulley

Email:
bookings@surfnseajbay.co.za

Telephone and WhatsApp:
+27 63 917 5046

Address:
9 Plane Street, Wavecrest, Jeffreys Bay, 6330, Eastern Cape, South Africa

Please include enough information for the relevant booking, enquiry or communication to be identified.

Information Regulator Complaints

A person may also lodge a complaint with the South African Information Regulator.

The Regulator currently provides an online eServices complaint process and separate routes for POPIA and PAIA complaints.

POPIA complaints:
POPIAComplaints@inforegulator.org.za

PAIA complaints:
PAIAComplaints@inforegulator.org.za

General enquiries:
enquiries@inforegulator.org.za

Telephone:
010 023 5200

Toll-free:
0800 017 160

External CTA:
Visit the Information Regulator Complaints Service

Surf n Sea may update this policy when:

• Website tools change

• RoomRaccoon functionality changes

• Peach Payments services change

• Other booking or payment providers change

• New communication channels are introduced

• Legal requirements change

• Ownership or business operations change

• Privacy practices are improved

The current version will be published on this page.

Material changes will be communicated where legally required or practically appropriate.

Effective date:
24 July 2026

Last reviewed:
24 July 2026

Version:
2.0