Privacy Policy

The Holiday Village is responsible for the personal information processed through this listing platform where we determine how and why that information is used.

Independent creators may also receive limited customer information where necessary to fulfil and support an order.

Creators must only use customer information for legitimate order-related purposes and must handle it securely and in accordance with applicable privacy law.

Depending on how you use The Holiday Village, we may collect information such as:

• your name;
• email address;
• telephone number;
• delivery and billing address;
• account details;
• order history;
• products viewed, saved or purchased;
• payment-related information;
• communication and support history;
• reviews or feedback;
• IP address;
• browser and device information;
• website usage information;
• cookie and analytics information; and
• marketing preferences.

We only collect information that is reasonably necessary for the purposes for which it is used.

If you apply for or operate a stall on The Holiday Village, we may also collect:

• your personal or business name;
• business details;
• contact details;
• collection and fulfilment address;
• banking or payout information;
• identity or verification information where required;
• seller application information;
• product and listing information;
• photographs and business content;
• order and fulfilment history;
• payout records;
• courier information; and
• correspondence with The Holiday Village.

We may request additional information where reasonably required to verify a seller, process payments, investigate a dispute or comply with legal obligations.

Payments may be processed through third-party payment providers.

The Holiday Village never stores card details. Card payments are handled by third-party payment providers.

We do store banking account details that creators / sellers give us so we can pay them. Those details are used only for payouts and related stall administration.

Payment providers may collect and process information according to their own privacy policies and security requirements.

We may receive transaction information such as:

• payment status;
• transaction reference;
• amount paid;
• payment method type; and
• fraud or risk information.

We may use personal information to:

• create and manage customer accounts;
• create and manage creator accounts;
• process orders;
• process payments;
• arrange courier collection and delivery;
• provide order updates;
• enable creators to fulfil orders;
• process refunds and returns;
• resolve complaints and disputes;
• manage seller payouts;
• prevent fraud and abuse;
• secure the marketplace;
• provide customer support;
• improve our website and services;
• understand how customers use the marketplace;
• personalise relevant marketplace experiences;
• maintain business and transaction records;
• comply with legal obligations; and
• communicate important information about accounts, orders or marketplace services.

When you purchase from an independent creator, we may provide that creator with information reasonably required to fulfil your order.

This may include:

• your name;
• delivery address;
• telephone number where required for delivery;
• products ordered;
• order instructions; and
• information required to resolve an order issue.

Creators are not permitted to use this information for unrelated marketing or to add customers to their own marketing lists without an appropriate lawful basis or consent.

We may share information with courier and logistics providers where necessary to collect and deliver parcels.

This may include:

• customer name;
• delivery address;
• telephone number;
• collection address;
• parcel information; and
• order or delivery references.

Courier companies may process this information under their own privacy and operational policies.

We may use trusted third-party service providers to operate The Holiday Village.

These may include providers for:

• website hosting;
• cloud infrastructure;
• databases;
• payment processing;
• email;
• customer support;
• courier services;
• analytics;
• fraud prevention;
• advertising;
• search engines;
• accounting; and
• other technical services.

We only provide service providers with information reasonably necessary for them to perform their services.

Where a provider processes information on our behalf, we expect appropriate confidentiality and security measures to be in place.

The Holiday Village may use services such as Google Merchant Center, Google Ads, analytics platforms and advertising tools.

Product information may be supplied to these services to help customers discover products.

Where permitted, website activity may also be used to:

• measure advertising performance;
• understand customer behaviour;
• create audiences;
• personalise advertising; and
• show relevant products to previous website visitors.

This may involve cookies or similar technologies.

You may be able to manage certain advertising or cookie preferences through your browser, our cookie settings or the relevant third-party provider.

The Holiday Village may use cookies and similar technologies to:

• keep the website functioning;
• maintain sessions and account access;
• remember preferences;
• understand website traffic;
• measure performance;
• prevent fraud;
• improve the customer experience; and
• support advertising and remarketing.

Some cookies are necessary for the website to work properly.

Other cookies may be used for analytics or advertising purposes where permitted.

You can control cookies through your browser and any cookie-management tools made available on the website. See our Cookie Policy.

Disabling certain cookies may affect website functionality.

We do not send marketing just because the law would allow it. We only send marketing communications where you have opted in. Those communications may be about:

• new products;
• seasonal collections;
• marketplace updates;
• promotions;
• creators;
• events; and
• similar products or services.

Every electronic marketing communication will include a way to unsubscribe or ask us to stop.

Some communications are necessary to provide the service you requested and are not marketing.

These may include:

• order confirmations;
• payment confirmations;
• delivery updates;
• refund information;
• security alerts;
• password resets;
• seller application updates;
• payout information; and
• important account or policy notices.

You may not be able to opt out of essential service communications while maintaining an active account or order.

If you submit a review, seller profile, photograph, comment or other content intended to appear publicly, that information may be visible to other marketplace users.

Please avoid including private personal information in public reviews or other public-facing content.

We may moderate or remove public content where reasonably necessary.

Information intentionally provided by creators for publication may be displayed publicly.

This may include:

• creator name;
• business name;
• logo;
• seller story;
• location or region;
• product photographs;
• listings; and
• other promotional content.

Seller contact details, residential addresses, banking information and other private account information will not ordinarily be displayed publicly unless specifically intended or required.

We retain personal information only for as long as reasonably necessary for:

• the purpose for which it was collected;
• fulfilling orders;
• maintaining transaction records;
• resolving disputes;
• preventing fraud;
• complying with accounting, tax or legal requirements; and
• establishing, exercising or defending legal rights.

Different types of information may be retained for different periods.

When information is no longer reasonably required, it may be securely deleted, destroyed or de-identified.

We take reasonable technical and organisational measures to protect personal information against:

• loss;
• unauthorised access;
• misuse;
• alteration;
• disclosure; and
• destruction.

These measures may include access controls, authentication, secure infrastructure, restricted staff access and appropriate technical safeguards.

No online system can guarantee absolute security, but we take reasonable steps appropriate to the nature of the information we process.

If we become aware of a security compromise involving personal information, we will investigate the incident and take reasonable steps to contain and address it.

Where required by POPIA, affected individuals and the Information Regulator may be notified.

The Information Regulator provides a formal service for reporting personal-information security compromises.

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

• ask whether we hold personal information about you;
• request access to your personal information;
• request correction of inaccurate or incomplete information;
• request deletion or destruction where appropriate;
• object to certain processing;
• withdraw consent where processing is based on consent;
• object to direct marketing;
• request information about how your data is processed; and
• lodge a complaint with the Information Regulator.

Some requests may be subject to legal limitations or record-retention requirements.

You can update certain account information through your account where functionality is available.

For information that cannot be changed directly, you may contact us and request correction.

We may need to verify your identity before providing access to or changing personal information.

The Holiday Village has no control over cross-border payment transactions. That is determined by the credit card provider (or other payment provider you use at checkout), according to their own terms and privacy policy.

We never store your card details. Card data is handled by the payment provider.

The Holiday Village is intended primarily for adults who are able to enter into purchases and marketplace agreements.

We do not knowingly collect personal information from children where parental or guardian involvement is legally required.

If we become aware that personal information has been collected from a child inappropriately, we may take steps to remove it.

We may process information where reasonably necessary to:

• detect fraudulent transactions;
• investigate suspicious accounts;
• prevent abuse;
• protect customers and creators;
• enforce marketplace rules; and
• maintain the security and integrity of The Holiday Village.

This may include reviewing account, order, payment, device or technical information.

We may disclose personal information where reasonably necessary to:

• comply with applicable law;
• comply with a lawful court order or regulatory request;
• investigate fraud or unlawful conduct;
• protect our legal rights;
• protect customers, creators or other persons; or
• establish, exercise or defend a legal claim.

We will not sell personal information to third parties.

If the ownership or structure of The Holiday Village changes, personal information may form part of a business transfer, restructuring, merger or similar transaction.

Where this occurs, the information will remain subject to appropriate privacy protections and applicable law.

We may update this Privacy Policy when:

• our services change;
• new functionality is introduced;
• our service providers change;
• legal requirements change; or
• our privacy practices develop.

Material changes may be communicated through the website, marketplace account or email where appropriate.

The updated version will apply from the effective date shown on the policy.

Privacy requests or concerns may be directed to The Holiday Village using the contact page.

Where required, requests will be handled by or referred to the appropriate Information Officer or Deputy Information Officer.

We may ask you to verify your identity before responding to certain privacy requests.

If you believe your personal information has been handled in breach of POPIA, you have the right to lodge a complaint with the Information Regulator (South Africa).

The Information Regulator currently provides a POPIA complaints process and lists:

• POPIA complaints: POPIAComplaints@inforegulator.org.za
• General enquiries: enquiries@inforegulator.org.za
• Telephone: 010 023 5200
• Toll-free: 0800 017 160

The Regulator also provides an online eServices and iSupport system.

For questions about this Privacy Policy, your personal information or a privacy request, please contact The Holiday Village through the contact page.