Privacy Policy

True Living Rental respects your privacy and is committed to protecting the personal information entrusted to us.

This Privacy Policy applies when you browse our website, submit an enquiry, make a booking, complete a payment, contact our support team or otherwise interact with our services.

We process personal information in accordance with applicable South African privacy and electronic communications laws, including the Protection of Personal Information Act, 2013.

The personal information we collect depends on how you use our website and services. It may include:

• Your full name.
• Your email address and telephone number.
• Your residential or billing address where required.
• Booking details, including the selected property, move-in date, length of stay and number of guests.
• Payment details such as the amount paid, payment status, transaction reference and payment date.
• Identification information where reasonably required for check-in, verification, fraud prevention or legal compliance.
• Enquiries, messages, complaints and communications sent to our team.
• Technical information such as your browser, device type, IP address and website activity where collected by our hosting, security or analytics services.

We do not intentionally collect information that is not reasonably necessary for our services.

We may collect information when you:

• Complete a booking or enquiry form.
• Contact us by email, telephone or WhatsApp.
• Make a payment through our payment provider.
• Request support or submit a complaint.
• Visit or interact with our website.
• Provide information to a property representative involved in your booking.

We may also receive limited information from payment processors, property providers, fraud-prevention services or other service providers involved in completing your booking.

We may use personal information to:

• Respond to enquiries and provide customer support.
• Create, confirm and manage bookings.
• Process payments and maintain payment records.
• Communicate booking confirmations, payment updates, check-in instructions and important service notices.
• Verify identities where reasonably necessary.
• Prevent fraud, unauthorised transactions, abuse and security threats.
• Resolve disputes, cancellations and refund requests.
• Comply with legal, accounting, regulatory and tax requirements.
• Improve our website, services and customer experience.

Depending on the circumstances, we may process personal information because:

• You have given consent.
• Processing is necessary to take steps requested by you before entering into a booking.
• Processing is necessary to perform or manage a booking agreement.
• Processing is required to comply with a legal obligation.
• Processing protects your legitimate interests or those of another person.
• Processing supports our legitimate business interests, provided those interests do not unfairly override your privacy rights.

Payments may be processed by an authorised third-party payment provider. Payment information entered on the provider's secure payment page is handled according to that provider's privacy and security practices.

True Living Rental does not intentionally store your full bank card number, card verification code or online banking credentials.

We may retain limited payment records such as the payment amount, transaction reference, payment status, date and booking reference for accounting, booking management and dispute-resolution purposes.

We do not sell or rent your personal information.

We may share information only where reasonably necessary with:

• Property owners, managers or representatives responsible for the selected property.
• Payment processors and financial service providers.
• Website hosting, database, email, communication and technical-support providers.
• Professional advisers such as accountants, lawyers or auditors.
• Government authorities, regulators, courts or law enforcement where required or permitted by law.
• Fraud-prevention or security providers where necessary to protect users and our business.

Service providers are expected to use personal information only for the services they provide and to protect it appropriately.

Some technology, hosting, database, communication or payment providers may process information outside South Africa.

Where personal information is transferred internationally, we will take reasonable steps to ensure that the transfer is permitted and that the information receives an appropriate level of protection.

We retain personal information only for as long as it is reasonably required for the purpose for which it was collected, or for a longer period where required or permitted by law.

Booking, payment and transaction records may be kept for accounting, tax, contractual, fraud-prevention and dispute-resolution purposes.

When information is no longer required, we will take reasonable steps to delete, destroy or de-identify it.

We use reasonable technical and organisational safeguards designed to protect personal information against loss, unauthorised access, misuse, alteration, disclosure or destruction.

These measures may include access controls, secure hosting, password protection, encrypted connections, restricted administrative access and the use of reputable service providers.

No internet-based service can guarantee complete security. You should also protect your devices, passwords and booking information and notify us if you suspect unauthorised use.

If we become aware of a security compromise involving personal information, we will investigate the incident and take reasonable steps to limit possible harm.

Where required by applicable law, we will notify affected individuals and the relevant regulatory authority.

Our website may use cookies or similar technologies necessary for security, website functionality, performance and user experience.

Cookies are small files stored on your device. You may restrict or delete cookies through your browser settings, although doing so may affect certain website features.

Where optional analytics or advertising cookies are added in future, we will update this policy and provide an appropriate notice or consent option where required.

We may send service-related messages necessary to manage your enquiry, booking or payment.

Promotional messages will only be sent where permitted by law. You may ask us to stop sending promotional messages at any time.

Opting out of marketing will not prevent us from sending essential booking, payment, safety or customer-service communications.

Subject to applicable law and any lawful limitations, you may have the right to:

• Ask whether we hold personal information about you.
• Request access to your personal information.
• Request correction or updating of inaccurate or incomplete information.
• Request deletion or destruction where the information is no longer lawfully required.
• Object to certain processing of your personal information.
• Withdraw consent where processing is based on consent.
• Ask us to stop sending direct marketing communications.
• Lodge a complaint with the Information Regulator of South Africa.

We may need to verify your identity before responding to a privacy request.

Bookings must be made by an adult who is legally capable of entering into an agreement.

We do not knowingly request children to submit booking or payment information directly. Information about minors may be provided by a parent, guardian or responsible adult where necessary for a booking.

Our website may contain links to payment providers, maps, social platforms or other third-party services.

Those third parties operate independently and may have their own privacy policies. We recommend reviewing their policies before submitting personal information.

Please ensure that the personal information you give us is accurate, complete and current.

Notify us as soon as possible if your contact details, booking information or other relevant information changes.

We may update this Privacy Policy when our services, technology, business practices or legal obligations change.

The latest version will be published on this page with the updated effective date.

You may contact True Living Rental to ask a question about this policy, update your information or submit a privacy request.

Email: support@truelivingrentals.co.za