1. INTRODUCTION
The Key Concierge (“we”, “us”, “our”) is a South African-based concierge and lifestyle management company that provides personalised services, including travel coordination, hospitality bookings, event access, itinerary planning, and other related services (“Services”). We are committed to protecting your privacy and ensuring that your personal information is collected, processed, and stored in compliance with the Protection of Personal Information Act, 4 of 2013 (POPIA).
By engaging with The Key Concierge, visiting our website, or using our Services, you agree to the terms outlined below.
THE KEY CONCIERGE
POPIA INFORMATION NOTICE
AND
TERMS & CONDITIONS
Last updated: November 2025
2. COLLECTION OF PERSONAL INFORMATION
We may collect personal information directly from you when you:
- Register or enquire about our Services
- Make bookings or reservations through us
- Communicate via email, phone, or our digital platforms
- Subscribe to our newsletters or marketing communications
- This information may include:
- Full name, identity/passport number, and contact details
- Payment or billing information
- Travel preferences and itineraries
- Special requests or personal preferences relevant to service delivery
3. USE OF PERSONAL INFORMATION
We use your personal information to:
- Provide and manage the Services you request
- Process payments and confirm reservations
- Communicate updates, itineraries, and service changes
- Improve our client experience and service offering
- Comply with legal and regulatory obligations
- We will not use your personal information for any other purpose without your consent.
4. SHARING OF INFORMATION
Your personal information may be shared with:
- Our approved service providers (such as hotels, restaurants, transport operators, or event partners) to fulfil your bookings
- Third-party partners who assist us in delivering our Services (subject to confidentiality and data protection agreements)
- Regulatory authorities where required by law
- We do not sell or rent personal information to any third party.
5. SECURITY AND STORAGE
We take reasonable, appropriate technical and organisational measures to protect your personal information against loss, damage, unauthorised access, or disclosure. Your information is stored securely and retained only for as long as is necessary for the purposes described above or as required by law.
6. YOUR RIGHTS UNDER POPIA
You have the right to:
- Access, correct, or update your personal information
- Request deletion of your information, where applicable
- Withdraw consent to the processing of your personal information
- Lodge a complaint with the Information Regulator (www.inforegulator.org.za) if you believe your information is being misused
Requests can be directed to our Information Officer at: privacy@keyhospitality.africa
7. TERMS AND CONDITIONS OF SERVICE
7.1 Service Scope
The Key Concierge acts as an intermediary between clients and third-party service providers. All bookings, reservations, and arrangements are made in good faith based on supplier availability and accuracy of information at the time of confirmation.
7.2 Fees and Payments
All fees are quoted in South African Rand (ZAR) and are payable prior to service delivery unless otherwise agreed in writing. Additional costs or third-party charges will be communicated transparently.
7.3 Cancellations and Refunds
Cancellations must be submitted in writing. Refunds, where applicable, are subject to the policies of the relevant service providers (e.g., hotels, airlines, event organisers). The Key Concierge is not responsible for costs incurred due to cancellation or non-performance by third parties.
7.4 Liability Disclaimer
While The Key Concierge exercises due care in the selection and recommendation of service providers, we do not accept liability for:
- Loss, damage, injury, or delay arising from the acts or omissions of third-party suppliers
- Changes to itineraries or events beyond our control
- Force majeure events (including natural disasters, strikes, pandemics, or government restrictions)
- Clients are encouraged to obtain suitable travel or event insurance.
7.5 Client Responsibilities
Clients must ensure that all personal, booking, and payment details provided are accurate. The Key Concierge shall not be liable for delays or service issues resulting from incomplete or inaccurate information.
8. MARKETING COMMUNICATIONS
By providing your contact details, you consent to receiving updates and promotional material from The Key Concierge. You may unsubscribe at any time by following the opt-out link in our emails or contacting us directly.
9. CHANGES TO THIS NOTICE
The Key Concierge reserves the right to update or amend this Privacy Notice and Terms & Conditions at any time. Updates will be published on our official platforms with the revised effective date.
10. CONTACT DETAILS
For enquiries regarding our Privacy Policy or Terms & Conditions:
privacy@thekeyhospitality.africa
www.thekey.africa
+27 (0)21 xxx xxxx
Cape Town, South Africa