3. Personal Information We Collect

We collect only the information reasonably necessary for our business purposes, subject to applicable law.

3.1 Personal Identification Information

When you contact us or make a reservation, we may collect:

• Full name.
• Email address.
• Telephone number or WhatsApp contact details.
• Country of residence and nationality, where relevant.
• Preferred language.
• Other identification details required for a particular booking, permit, or lawful travel arrangement.

We will request passport details or copies only when necessary for a legitimate purpose, such as a specific permit or travel requirement, and where permitted by law.

3.2 Booking and Travel Information

To organize your tour, we may collect:

• Requested tour package and travel dates.
• Number of participants.
• Arrival and departure details.
• Accommodation and transportation preferences.
• Dietary requirements.
• Relevant accessibility requirements.
• Equipment or assistance requests.
• Special arrangements agreed during booking.
• Communications concerning your reservation, itinerary, or travel experience.

This information helps us plan your trip and coordinate the services you have requested.

3.3 Health and Safety Information

Some activities, including multi-day jungle trekking, remote camping, and river tubing, may require limited information relevant to participant safety.

Where necessary and lawful, we may collect information such as:

• Allergies or dietary restrictions relevant to safe meal preparation.
• Mobility limitations that affect trekking arrangements.
• Relevant medical or emergency information voluntarily provided by you.
• Emergency contact details, where appropriate.

Health information may be sensitive personal data. We will handle it with appropriate safeguards and process it only where a lawful basis exists, such as valid consent or another applicable legal basis.

Please do not send detailed medical records or other sensitive information unless it is reasonably necessary for arranging your trip or protecting your safety.

3.4 Payment Information

We may maintain records of payments, deposits, balances, refunds, invoices, and transaction references associated with your booking.

Where payment is processed through a bank, payment provider, or other third party, that provider may collect and process additional financial information under its own privacy policy.

We do not intentionally request your online banking password, payment card PIN, or other authentication credentials through ordinary booking communications.

3.5 Website and Technical Information

When you visit our website, certain technical information may be collected by our hosting provider, website software, analytics services, or other technologies, depending on the website configuration.

This information may include:

• Internet Protocol (IP) address.
• Browser type and version.
• Device and operating system information.
• Pages visited and links accessed.
• Date, time, and duration of visits.
• Referring website addresses.
• General usage and diagnostic information.

We use this information, where applicable, to maintain website functionality, monitor performance, improve user experience, and help protect the website against security threats.

3.6 Communications and Feedback

We may retain communications you send to us through email, WhatsApp, contact forms, social media, or other official channels.

These may include booking questions, tour requests, customer feedback, complaints, reviews, and information necessary to respond to your enquiry.

3.7 Photographs and Videos

During a tour, photographs or videos may be taken by customers, guides, or other participants.

If we intend to use an identifiable customer’s photograph or video for advertising, social media, or other promotional purposes, we will obtain consent where required by applicable law.

You may decline promotional photography consent without being required to purchase or participate in a tour, unless a particular image is essential to a separately agreed service and the arrangement is lawful.

4. How We Collect Personal Information

We may collect information through the following methods:

Directly from you: When you complete a booking form, send an email, contact us by telephone or WhatsApp, request a quotation, or provide information during trip planning.

Through website technologies: When you browse our website, where cookies, server logs, analytics tools, or similar technologies are enabled.

Through service providers: From payment providers, accommodation providers, transport operators, booking platforms, or other partners involved in fulfilling your reservation, where lawful and necessary.

During your tour: When information is needed to coordinate activities, manage an emergency, respond to a request, or provide the services you have booked.

From authorized representatives: When a travel companion, group organizer, or authorized booking representative provides information on your behalf. Such representatives should ensure that they have the authority or other lawful basis to share the information.

5. Why We Use Your Personal Information

We may process your personal information for the following purposes:

5.1 Booking and Customer Service

• Responding to enquiries and quotation requests.
• Confirming reservations and tour dates.
• Preparing itineraries and organizing travel arrangements.
• Communicating meeting points, schedules, and tour requirements.
• Managing changes, cancellations, and refunds.
• Providing assistance before, during, and after your trip.

5.2 Tour Operations and Safety

• Arranging national park permits and other necessary permissions.
• Coordinating guides, trekking assistants, accommodation, and transportation.
• Planning meals and addressing relevant dietary requirements.
• Assessing activity-related safety requirements.
• Responding to accidents, emergencies, or other safety incidents.

5.3 Payments and Business Administration

• Processing payments and deposits.
• Maintaining transaction and accounting records.
• Managing refunds and payment disputes.
• Preventing fraud and investigating suspicious transactions.
• Meeting applicable tax, accounting, and legal obligations.

5.4 Website Operation and Improvement

• Maintaining website security and functionality.
• Diagnosing technical problems.
• Understanding website usage and visitor preferences, where lawful.
• Improving website content and the booking experience.
• Protecting our business, customers, and systems from misuse.

5.5 Marketing and Promotions

Where permitted by law and subject to any required consent, we may use your contact details to send information about new tours, seasonal offers, special packages, or other travel-related services.

You may opt out of promotional communications at any time.

We will not treat consent to marketing as a condition of purchasing a tour when that consent is not necessary for the requested service.

5.6 Legal Claims and Compliance

We may process or retain information where reasonably necessary to comply with legal obligations, respond to lawful requests, establish or defend legal claims, or protect the rights and safety of our customers, staff, business, or other persons.

7. Sharing Personal Information with Third Parties

We do not sell your personal information to third parties.

We may share limited information with trusted recipients when necessary to operate our business, fulfil your booking, or comply with legal obligations.

These recipients may include:

Tour guides and trekking assistants: For itinerary coordination, participant management, and relevant safety arrangements.

National park authorities and government agencies: Where information is required for permits, lawful access, registration, or compliance with applicable regulations.

Accommodation and transport providers: To arrange confirmed hotel stays, transfers, and other travel services.

Restaurants and activity providers: To communicate relevant booking, dietary, or safety requirements.

Payment and banking providers: To process transactions, deposits, balances, and refunds.

Website hosting and technology providers: To maintain our website, communication systems, and technical infrastructure.

Professional advisers: Such as accountants, insurers, legal advisers, or other professionals where reasonably necessary.

Authorities and other parties: Where disclosure is required by law, necessary to respond to lawful proceedings, or otherwise permitted by applicable law.

We aim to disclose only the information necessary for the relevant purpose. Third-party recipients may process information under their own privacy policies or contractual obligations.

8. International Transfers of Personal Information

Because we welcome international visitors, some information may be accessed or processed outside Indonesia.

For example, international customers may contact us through overseas messaging services, or our website, email, cloud storage, analytics, and payment providers may operate servers in other countries.

Where personal information is transferred internationally, we will take steps required by applicable law to ensure that the transfer has a valid legal basis and that appropriate safeguards are in place.

These safeguards may include contractual protections, appropriate security measures, or other legally recognized transfer mechanisms.

If you require more information about an international transfer relevant to your booking, you may contact us using the details provided in this policy.

9. Data Security

We take reasonable technical and organizational measures to protect personal information against unauthorized access, disclosure, alteration, loss, destruction, or misuse.

Depending on the information and systems involved, these measures may include:

• Restricting access to personal information to authorized persons.
• Using appropriate password and account security practices.
• Maintaining reasonable safeguards for electronic records.
• Using reputable website hosting and service providers.
• Limiting the collection of sensitive information.
• Reviewing how customer information is shared with service providers.
• Taking appropriate steps to investigate suspected security incidents.

No method of electronic transmission or data storage can be guaranteed to be completely secure. We therefore cannot promise absolute security, but we will take reasonable steps to protect information in accordance with applicable law.

If a personal data breach occurs, we will assess the incident and make any notifications required by applicable law.

10. How Long We Retain Personal Information

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, unless a longer period is required or permitted by law.

Retention periods depend on the type of information and the reason it was collected.

For example:

• Booking records: Retained as necessary to manage reservations, customer enquiries, and disputes.
• Payment and accounting records: Retained for the periods required by applicable financial, tax, and accounting laws.
• Health and safety information: Retained only as necessary for trip planning, safety management, incident handling, or other lawful purposes.
• Marketing information: Retained until you withdraw consent, unsubscribe, or the information is no longer required for the relevant purpose, subject to applicable law.
• Website logs and technical data: Retained according to operational, security, and service-provider requirements.
• Legal and complaint records: Retained as reasonably necessary to address complaints, claims, or legal obligations.

When personal information is no longer required, we will take appropriate steps to delete it, anonymize it, or otherwise dispose of it securely, subject to legal retention requirements and legitimate recordkeeping needs.

11. Cookies and Similar Technologies

Our website may use cookies or similar technologies to support website functionality, remember preferences, understand website usage, and improve performance.

Depending on the website configuration, these technologies may include:

Essential cookies: Used for basic website functions, security, or other necessary technical operations.

Preference cookies: Used to remember selected settings or preferences, where available.

Analytics cookies: Used to understand how visitors interact with our website, where enabled and lawfully configured.

Advertising or marketing cookies: Used to support advertising or marketing measurement, if such tools are implemented and permitted by applicable law.

You may be able to manage cookies through your browser settings or a cookie preference tool displayed on our website.

Disabling certain cookies may affect website functionality. Where required, we will obtain consent before using non-essential cookies or similar technologies.

The actual cookies used depend on the website’s technical configuration and the third-party services installed.

12. Third-Party Websites and Services

Our website may contain links to third-party websites, social media platforms, maps, payment services, or other external resources.

When you visit an external website or use a third-party service, that provider may collect information under its own privacy policy and terms.

Sumatra Jungle Explore does not control the privacy practices of all external providers. We encourage you to review their privacy notices before submitting personal information.

A link to an external website does not necessarily mean that Sumatra Jungle Explore endorses all of that provider’s services or privacy practices.

13. Your Privacy Rights

Subject to applicable law, you may have the right to:

• Request information about the personal data we process about you.
• Request access to your personal information.
• Request correction or completion of inaccurate or incomplete information.
• Request deletion or destruction of personal information where legally applicable.
• Withdraw consent for processing based on consent.
• Object to or request restriction of certain processing where the law provides that right.
• Request a copy of certain information or its transfer where legally applicable.
• Request information about the purposes and relevant recipients of processing.
• Submit a complaint to the appropriate data protection authority or pursue another available legal remedy.

These rights are subject to applicable legal conditions and exceptions. We may need to retain certain records to comply with legal obligations, resolve disputes, or protect legitimate rights.

To exercise a privacy right, please contact us at:

Email: sumatratourandtravel@gmail.com

Please describe your request clearly and provide enough information for us to identify the relevant records. We may request reasonable verification of your identity before responding.

We aim to respond within the timeframe required by applicable law. If a request cannot be fulfilled, we will explain the reason where legally required.

We will not unlawfully discriminate against you for exercising a privacy right.

14. Marketing Communications and Opting Out

We may send promotional communications where permitted by law and where any required consent has been obtained.

If you no longer wish to receive marketing messages, you may:

• Follow the unsubscribe instructions included in an email, where available.
• Reply to a promotional message with a request to stop marketing communications.
• Contact us directly at sumatratourandtravel@gmail.com.

We will process your request within the period required by applicable law.

Please note that opting out of marketing will not necessarily stop essential booking communications, payment notifications, safety information, or other service-related messages.

15. Children’s Privacy

Our website and tourism services are intended for customers planning travel experiences. Some tours may permit children when appropriate arrangements have been made.

Where a booking involves a child, a parent or legal guardian may need to provide relevant information and consent as required by applicable law.

We do not knowingly collect children’s personal information for unrelated purposes or use it for targeted marketing in circumstances prohibited by law.

Where information concerning a child has been collected unlawfully or is no longer necessary, we will take appropriate steps to address it in accordance with applicable law.

Parents and guardians may contact us with questions about information relating to a child.

16. Photographs, Videos, and Social Media

We may share photographs or videos of tours, jungle landscapes, wildlife, campsites, and cultural experiences on our website or social media channels.

Where a photograph or video identifies a customer and its promotional use requires consent, we will obtain that consent before publication.

Customers may decline promotional use of their identifiable image. Where applicable, they may also withdraw consent for future use by contacting us.

Withdrawal will not affect processing that was lawful before withdrawal. It may not be possible to remove material already lawfully distributed or independently shared by third parties, but we will take reasonable steps within our control to address a valid request.

We encourage all participants to respect the privacy of fellow travelers and local residents when taking or sharing photographs and videos.

17. Data Breaches and Security Incidents

If we become aware of a personal data breach, we will take reasonable steps to investigate, contain, and address the incident.

Where required by applicable law, we will notify the relevant authority and affected individuals within the prescribed timeframe and provide the information required by law.

We may also take additional steps to prevent further unauthorized access and improve our security measures.

18. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes in our business, website technology, tourism services, data-processing practices, or legal requirements.

The revised version will be published on our website with an updated “Last Updated” date.

Where required by law, we will notify affected individuals or obtain additional consent before implementing a material change.

We encourage visitors and customers to review this policy periodically.

19. Contact Us

If you have questions about this Privacy Policy, wish to exercise your privacy rights, or have concerns about how your personal information is handled, please contact us.

Sumatra Jungle Explore

Website: https://sumatra-jungle-explore.com

Email: sumatratourandtravel@gmail.com

Telephone / WhatsApp: +62 812 4626 4321

Business location: Bukit Lawang, North Sumatra, Indonesia

Please include “Privacy Request” in the subject line of your email where appropriate.

We will review your enquiry and respond within a reasonable period and in accordance with applicable law.

20. Our Commitment to Your Privacy

At Sumatra Jungle Explore, we believe that trust is an essential part of every travel experience.

We are committed to handling personal information responsibly, using it for legitimate purposes, protecting it with appropriate safeguards, and respecting the privacy of our customers and travel partners.

When you explore Sumatra’s rainforests, discover its wildlife, or experience the hospitality of local communities with us, we want you to feel confident that your personal information is treated with care and respect.

Thank you for choosing Sumatra Jungle Explore. We look forward to welcoming you to the rainforest of Sumatra.