Privacy Policy

Privacy Policy

Client's Personal Data Protection Policy

Kayacool Holidays SDN. BHD. (hereafter referred to as “Kayacool Holidays” or “we”) is a licensed travel agency based in Malaysia. The website www.kayacool.com belongs to our company – Kayacool Holidays SDN. BHD.

Kayacool Holidays values the Personal Information (defined below) that you share with us. This document, hereby known as the “Privacy Policy,” contains the purpose of the collection, use, disclosure, and management of the information provided by you. The Personal Information Kayacool Holidays uses will be in line with the Malaysian Personal Data Protection Act (PDPA) 2010 and the EU General Data Protection Regulation (GDPR) 2016 as our commitment to protecting your privacy and confidentiality.

As our client, please take a moment to review our Privacy Policy document. By interacting with us, submitting information, using our travel services, purchasing travel packages, or signing up for any marketing materials, you consent to Kayacool Holidays (including its suppliers and/or agents) collecting, using, disclosing, and sharing your Personal Information, and disclosing such information to our authorized service providers and relevant third parties in the manner set forth in this Privacy Policy. Your continued use of our website will be regarded as acceptance of our practices around privacy and personal information.

Should you have any questions regarding our Privacy Policy, please contact us via email at service@kayacool.com

Kayacool Holidays reserves all rights to make changes and updates to this Privacy Policy so that it remains consistent with future industry developments, legal standards, or regulatory requirements without prior notice.

Personal Data That We May Collect From You

1. During Tour Enquiries / Tour Booking

We will collect certain information from you when you make an enquiry or book a trip with us. Depending on your interaction with us, we may collect information you enter on our website or provide through telephone calls, emails, sales office visits, SMS, or other platforms. The Personal Data includes but is not limited to:

  1. Identity & Contact Details: Your full name, gender, age, date of birth, occupation, nationality, passport details, identity card number, email, phone number, home address, and next of kin.
  2. Travel & Health Preferences: Dietary requirements, height and weight, travel insurance details, travel preferences, and medical requirements.
  3. Travel Itinerary Details: Flight information, arrival and departure times, travel periods, check-in/out dates, requested rooms, and passenger details.

For personal information relating to another person: When making a reservation on behalf of a travel companion, you must obtain their consent prior to providing their Personal Information to us.

2. During Payment

To make a payment via credit card, debit card, or online banking, you will use our secured online payment gateway. Your payment card details are not recorded, stored, or retained by Kayacool Holidays (we use a third-party vendor to process these payments). If we need to process a refund, your bank account details may be collected and stored.

3. During the Tour

When travelling with us, photos or videos may be taken by our tour guides, drivers, employees, professional photographers, or other passengers. We ask that all media be taken with permission and respect for the individual. If you do not wish to be included in photos or videos, please inform your group leader or the photographer.

4. After the Tour

We may contact you for post-trip feedback, surveys, or reviews to rate your experience. We may collect your name, email, and booking details to link to your comments.

Why Does Kayacool Holidays Need My Personal Information?

We require this information to understand your needs and provide you with better service. We use your Personal Information to:

  1. Provide you with the products and services you request.
  2. Send travel confirmations, updates, and news.
  3. Manage your account, transactions, and billing.
  4. Communicate with you and respond to your queries and feedback.
  5. Measure interest in and improve our products, services, and website.
  6. Notify you about special offers and travel-related services.
  7. Resolve disputes, collect fees, troubleshoot problems, and maintain internal records.
  8. Enforce our Terms and Conditions and prevent prohibited or illegal activities.

How Is My Personal Information Disclosed & Shared?

Kayacool Holidays will share your information with external suppliers (such as tour guides, transportation companies, hotels, insurance providers, and payment processors) who perform services on our behalf. Certain information must be provided to these third-party suppliers to facilitate your bookings and deliver the services you requested. These partners are primarily located in Malaysia, though some international suppliers may process data in their respective headquarter countries.

How Is Your Personal Data Protected?

Kayacool Holidays is dedicated to keeping your personal information secure. We do not share our clients' personal data publicly or with unrelated third parties, except when required by law.

We have implemented various physical, electronic, and managerial security procedures to protect your information from loss, misuse, unauthorized access, modification, and disclosure. Access to your personal data is restricted to authorized employees and necessary third-party suppliers.

(Please note: While we take every step to protect your data, information transmitted over the internet cannot be guaranteed to be 100% secure. Please take caution when transmitting data online.)

What If I Fail To Provide My Personal Data?

By not providing the necessary Personal Data, we may be unable to deliver the requested services, complete your transactions, or process your bookings. If you have paid a deposit but later refuse to provide essential information (e.g., passport details for a booked tour), we may be forced to cancel your booking, and you may not be entitled to a refund for that service.

Accessing Your Information & Contacting Us

You can request access to view, update, or correct your Personal Data, subject to certain limitations, by writing to us. You may also withdraw your consent for us to use your Personal Data at any time for reasonable purposes. However, if withdrawing consent prevents us from executing our service contract with you, we will not be able to continue providing the requested services, and refunds may not apply.

If you booked through a third-party agent, you must contact that agency directly regarding the access, amendment, or deletion of your data.

Terms Specific to Our Website

Our Website Uses Cookies

A cookie is a file containing an identifier sent by a web server to a browser. We use tools like Google Analytics to track user website activities (e.g., page views, time spent). This information is depersonalized and cannot track back to individuals. You can choose to configure your web browser to refuse cookies, though blocking all cookies may have a negative impact on the usability of certain features on our website.

Links to Other Websites

Our website may contain links to third-party websites of interest. If you use these links to leave our site, please note that we do not have control over those external websites and they are not governed by this Privacy Policy. We recommend examining the privacy statements of those specific websites.