At Unravel Africa (Pty) Ltd, trading as 9 on Drommedaris, we are committed to protecting your privacy and handling your personal information responsibly.

This Privacy Policy explains how we collect, use, store and protect personal information provided to us through our website, booking enquiries, email communication, telephone or WhatsApp communication, reservation platforms, payment processes and guest registration procedures.

Information we may collect

We may collect and process personal information such as:

• Your name and surname

• Contact details, including email address and telephone number

• Booking and stay details

• Guest names and occupancy information

• Payment and billing information

• Special requests or information you choose to provide

• Communication records between you and 9 on Drommedaris

• Website usage information, including cookies and analytics data where applicable

We do not intentionally collect personal information from children unless it is provided by a parent, guardian or responsible adult as part of a guest reservation.

How we use your information

We use your personal information for purposes related to the operation of 9 on Drommedaris, including:

• Responding to enquiries

• Processing reservations and payments

• Communicating booking confirmations, arrival details and guest information

• Managing check-in, check-out and guest services

• Keeping records for administrative, accounting and legal purposes

• Handling refunds, cancellations, complaints or disputes

• Sending relevant service-related information

• Improving our website, services and guest experience

• Complying with applicable laws and regulatory requirements

We may use your contact details for marketing communication only where permitted by law or where you have agreed to receive such communication. You may ask us to stop sending marketing communication at any time.

Sharing of personal information

We do not sell your personal information.

We may share personal information only where necessary for legitimate business, operational, legal or reservation purposes. This may include sharing information with:

• Approved booking platforms

• Payment gateway providers

• Accounting or administrative service providers

• IT, website, hosting or email service providers

• Legal, insurance or professional advisers

• Authorities, regulators or law enforcement where required by law

Where we use third-party service providers, we take reasonable steps to ensure that they treat personal information securely and only process it for the required purpose.

Payment information

Payments may be processed through third-party payment gateways or reservation platforms. We do not store full credit card details on our website. Payment processing is subject to the terms, privacy policies and security practices of the relevant payment provider or reservation platform.

Security of personal information

We take reasonable and appropriate measures to protect personal information from loss, unauthorised access, misuse, disclosure, alteration or destruction.

However, internet and email communication cannot be guaranteed to be completely secure. Guests should avoid sending highly sensitive information by unsecured email.

Retention of personal information

We retain personal information only for as long as reasonably required for the purposes for which it was collected, or as required by applicable law, accounting requirements, tax requirements, dispute resolution or legitimate business purposes.

Your rights

You may contact us to:

• Ask what personal information we hold about you

• Request correction of inaccurate or outdated personal information

• Request deletion of personal information where legally permitted

• Object to certain processing of your personal information

• Ask questions about how your personal information is handled

To make a privacy-related request, please contact us at:

Email: reservations@9ondrommedaris.co.za

If you are not satisfied with how your personal information has been handled, you may contact the Information Regulator of South Africa.

Unravel Africa (Pty) Ltd, trading as 9 on Drommedaris, processes personal information in accordance with the Protection of Personal Information Act, 4 of 2013.

We process personal information lawfully, fairly and only for specific, legitimate purposes connected to the operation of 9 on Drommedaris and the provision of guest accommodation services.

Purpose of processing personal information

We may process personal information for the following purposes:

• Accommodation enquiries and reservations

• Guest registration and stay management

• Payment processing and account administration

• Communication before, during and after a stay

• Cancellation, refund and dispute management

• Safety, security and access control

• Cleaning, maintenance and operational planning

• Record-keeping, accounting and tax purposes

• Legal and regulatory compliance

• Guest feedback and service improvement

• Marketing communication where permitted or consented to

Children’s personal information

We may process children’s personal information only where it is provided by a parent, guardian or responsible adult as part of a family booking, or where otherwise permitted by law.

Special personal information

We do not intentionally collect special personal information unless it is necessary for a specific lawful purpose, such as where a guest voluntarily provides health, accessibility or special assistance information relevant to their stay.

Safeguarding of information

We take reasonable measures to protect personal information in our possession. Access to guest information is limited to persons who require it for booking, operational, administrative, accounting, legal or guest service purposes.

Information Officer

For privacy and POPIA-related requests, please contact:

Information Officer: Martin Heunis
Deputy Information Officer: Erica Heunis
Email: reservations@9ondrommedaris.co.za
Telephone: +27 72 758 0882

If we do not resolve your request to your satisfaction, you may lodge a complaint with the Information Regulator of South Africa.

These Website Terms of Use apply to your use of the 9 on Drommedaris website.

By using this website, you agree to these terms. If you do not agree with these terms, please do not use this website.

Bookings, payments, cancellations and stays at 9 on Drommedaris are also subject to our Reservation Terms & Conditions.

Use of this website

• You may use this website to view information about 9 on Drommedaris, including our rooms, facilities, location, policies and reservation information.

• You may not use this website in any way that may damage, disable, overload, interfere with or compromise the website, its security, or its normal operation.

• You may not use this website to distribute unlawful, offensive, defamatory, harmful or misleading material.

Website content

• All website content, including text, images, icons, graphics, layout, logos, trade names and other material, is owned by or licensed to Unravel Africa (Pty) Ltd trading as 9 on Drommedaris, unless otherwise stated.

• You may not copy, reproduce, distribute, modify, publish or use any website content for commercial purposes without prior written permission.

• You may share links to this website for normal personal, travel, booking or informational purposes.

Accuracy of information

• We take reasonable care to ensure that the information on this website is accurate and up to date. However, information may change from time to time, including room details, facilities, rates, availability, policies and third-party services.

• 9 on Drommedaris reserves the right to update, amend, correct or remove website content at any time without prior notice.

• If there is a difference between general website information and the details confirmed in writing for a specific reservation, the written reservation confirmation will apply.

Third-party links and platforms

• This website may contain links to third-party websites, booking platforms, payment gateways, maps, social media pages or other external services.

• These third-party websites and services are not controlled by 9 on Drommedaris. We are not responsible for their content, availability, accuracy, privacy practices, terms, fees or policies.

• When you use a third-party website or platform, you do so at your own risk and subject to that third party’s own terms and conditions.

Website availability and security

• We make reasonable efforts to keep this website available and functioning properly. However, we do not guarantee that the website will always be available, uninterrupted, secure or error-free.

• We do not warrant that this website, its server, downloads or emails sent from us will be free from viruses, malware or harmful components. You are responsible for using appropriate protection on your own devices.

Limitation of liability

• To the extent permitted by South African law, Unravel Africa (Pty) Ltd trading as 9 on Drommedaris will not be liable for any direct, indirect, incidental or consequential loss, damage, expense or claim arising from your use of this website, reliance on information on this website, inability to access the website, or use of any third-party website linked from this website.

• Nothing in these terms excludes or limits liability where such exclusion or limitation is not permitted by law.

Email communication

• Email communication over the internet may not always be secure, confidential, error-free or successfully delivered.

• While we take reasonable care when communicating with guests, we cannot guarantee that every email sent to us will be received or that every email sent from us will be free from delay, interception or technical error.

Changes to these terms

• We may update these Website Terms of Use from time to time. Any changes will apply from the date they are published on this website.

• Continued use of this website after changes are published means that you accept the updated terms.

Governing law

• These Website Terms of Use are governed by the laws of the Republic of South Africa.

• By using this website, you agree to the jurisdiction of the South African courts in respect of any dispute arising from your use of this website or these terms.

This website may use cookies and similar technologies to help the website function properly, improve user experience, understand website traffic and support marketing or analytics activities where applicable.

What are cookies?

Cookies are small data files placed on your browser or device when you visit a website. They help websites remember certain information and understand how visitors use the site.

Why we use cookies

We may use cookies and similar technologies to:

• Allow the website to function correctly

• Improve website performance and usability

• Understand how visitors use the website

• Measure the effectiveness of marketing or online campaigns

• Support embedded third-party services such as maps, booking links, social media features or analytics tools

Third-party cookies

Third-party services used on or linked from this website may use their own cookies. These may include services such as Google Analytics, Google Maps, booking platforms, payment gateways, social media platforms or advertising services.

These third-party services are subject to their own privacy and cookie policies.

Managing cookies

You can manage or disable cookies through your browser settings. If you disable cookies, some parts of the website may not function properly.

Please refer to your browser’s help section for instructions on managing cookies.

Rates and Payment

• Rates are quoted in South African Rand per room, per night, or per unit as specified at the time of booking.

• All rates are subject to change without prior notice; however, confirmed reservations will be honoured at the rate confirmed in writing.

• The accommodation price applicable is the price confirmed at the time of booking.

• Unless otherwise agreed in writing, prepayment is required for all accommodation bookings.

• Reservations made within 30 days of arrival require full payment at the time of booking.

• Reservations made more than 30 days before arrival require a 70% deposit to confirm the booking. The balance is payable no later than 30 days before arrival.

• All accounts must be settled in full before arrival.

• 9 on Drommedaris does not accept cheques or cash payments. Payment must be made by approved electronic payment method, credit card payment link, or through the applicable reservation platform.

• Where payment is made by credit card or through a payment gateway, any transaction, processing or service fees charged by the payment provider are non-refundable. In the event of a cancellation or refund, these fees will be deducted from the refundable amount.

• The invoice amount will reflect the full accommodation cost as confirmed by 9 on Drommedaris or the relevant reservation platform.

• Only one payment reminder will be sent. If payment is not received by the required due date, 9 on Drommedaris reserves the right to cancel the reservation without further notice.

Cancellations and Refunds

• All cancellations must be made in writing and emailed to reservations@9ondrommedaris.co.za. Only cancellations received by email will be accepted.

• Cancellations made more than 30 days before the arrival date may qualify for a refund, subject to a 20% handling fee.

• Where payment was made by credit card or through a payment gateway, any non-refundable transaction, processing or service fees charged by the payment provider will also be deducted from the refund amount.

• Cancellations made within 30 days of arrival are non-refundable, and the full booking amount will be charged.

• No-shows and cancellations on the day of arrival will be charged at 100% of the total booking value.

• Final payment is required 30 days before arrival.

• In the event of premature departure, the full stay as originally booked and confirmed will be charged.

• Cancellation fees apply regardless of whether the required deposit or payment has been received.

• Approved refunds will be processed within 48 hours of confirmation of cancellation, subject to banking and payment platform processing times.

Guest Liability and Property

• All guests enter and use the premises at their own risk.

• Vehicles are parked on the premises at the owner’s risk.

• The owners and management of 9 on Drommedaris do not accept responsibility for loss, theft or damage to guests’ personal belongings, vehicles or property.

• Guests are responsible for any damage, loss, breakages or excessive cleaning caused during their stay. Any damage noticed on arrival must be reported to management immediately. If damage is not reported on arrival, guests may be held liable for the cost of repair or replacement.

• Only toilet paper may be flushed down the toilets. Guests will be held responsible for any plumbing blockages caused by flushing inappropriate items.

• Smoking is not permitted inside any rooms, bathrooms, common areas, shared spaces, or near open doors or windows. Guests may smoke only in the designated smoking areas.

Safety and Security

• The safety of our guests is very important to us. Guests are required to follow all safety and security procedures during their stay.

• The front pedestrian gate must be kept closed and locked at all times.

• The motor gates are fitted with motion sensors, but guests remain responsible for ensuring that gates close properly when entering or leaving the property.

• All outside and patio doors, including the front door, kitchen door, dining room door and security gates, must be locked when not in use, during the day and especially at night.

• Unauthorised visitors or persons are not permitted on the premises.

• Only guests whose names appear on the booking form are allowed to stay on the premises. Any additional person not originally booked and paid for will be charged at R520 per person per night, subject to management approval.

• Failure to comply with the safety and guest access rules may result in immediate termination of the stay, without refund. In such cases, the full account remains payable.

Noise and Consideration for Others

• Guests are requested to respect the peaceful nature of the property and the surrounding neighbourhood.

• Noise levels must be kept to a minimum at all times and will be monitored by management.

• Quiet hours are from 22:00. No loud noise, music or disruptive behaviour is permitted after 22:00.

• Should guests cause a disturbance or fail to comply with the noise policy, management reserves the right to terminate the stay without refund. In such cases, the full account remains payable.

House Rules

• 9 on Drommedaris is a non-smoking guest house.

• Pets are not allowed.

• Parties, events and unauthorised gatherings are not permitted.

• Guests are expected to use the property, rooms, facilities and shared spaces with care and respect.

• Shared areas must be left clean and tidy after use.

Insurance

• We strongly recommend that guests arrange suitable travel insurance to cover possible cancellation, medical expenses, personal accident, loss, theft or damage to personal belongings, and any other unforeseen circumstances.

Acceptance of Terms

• By confirming a reservation with 9 on Drommedaris, guests acknowledge that they have read, understood and accepted these Reservation Terms & Conditions.

At 9 on Drommedaris, we are committed to reducing our environmental impact and encouraging responsible, sustainable guest house operations.

As part of this commitment, we do not provide single-use bathroom amenities or bottled water. Guests are encouraged to bring their own preferred bathroom amenities and reusable water bottles.

Energy efficiency

We aim to reduce unnecessary energy use by:

• Using energy-efficient lighting and appliances where practical

• Encouraging guests to switch off lights, heating and cooling when not in use

• Managing lighting and energy use in common areas responsibly

Water conservation

We aim to conserve water by:

• Maintaining plumbing to prevent leaks and unnecessary water waste

• Encouraging responsible water use by guests

• Using water-conscious practices in cleaning and daily operations where practical

Waste reduction

We aim to reduce waste by:

• Reducing single-use items where possible

• Encouraging reusable alternatives

• Recycling where facilities are available

• Managing waste responsibly

Sustainable purchasing

Where practical, we aim to:

• Use environmentally responsible cleaning products

• Source supplies locally where possible

• Choose durable, reusable and sustainable products

Garden and natural environment

We value the peaceful garden setting of 9 on Drommedaris and aim to maintain the outdoor areas in a way that supports a calm and welcoming guest environment.

Guest participation

Guests can support our environmental efforts by:

• Switching off lights and air conditioning when leaving the room

• Using water responsibly

• Reusing towels where possible

• Avoiding unnecessary waste

• Respecting the garden and outdoor areas

Continuous improvement

We aim to review and improve our environmental practices over time and welcome constructive feedback from guests.