Privacy Policy

1. Introduction

Crew Up Pty Ltd, registration number K2025281605, trading as Crew Up Travel and Mason & Wild ("we", "us", "our"), respects your privacy and is committed to protecting your personal information in accordance with the Protection of Personal Information Act 4 of 2013 ("POPIA") and other applicable South African laws.

This Privacy Policy explains how we collect, use, store, share, and protect your personal information when you visit the Mason & Wild website, submit an enquiry, join our mailing list, communicate with us through the website, or otherwise engage with us through the website.

2. Who we are

3. What personal information we collect

• identity information, such as your name, surname, title, nationality, and date of birth
• contact information, such as your email address, telephone number, country of residence, and physical address
• enquiry and travel planning information, such as travel preferences, destination interests, accommodation preferences, budget preferences, and special occasion information
• booking and trip administration information, such as passport details, travel companion details, and emergency contact details
• service delivery information, such as dietary requirements, accessibility or mobility requirements, and limited health or medical information where necessary to plan or deliver travel safely
• communications, such as contact form submissions, enquiry details, emails, and related notes
• payment and billing information, such as billing information, payment confirmations, and transaction records
• technical information, such as IP address, browser type, device information, website usage data, and cookie-related information
• marketing preferences, including whether you wish to receive newsletters, updates, and promotional communications

4. How we collect your personal information

• directly from you when you complete an enquiry form, contact form, or newsletter signup form on the website
• when you communicate with us through the website or by email following a website enquiry
• from a person acting on your behalf, such as a travel companion or authorised representative, where appropriate
• automatically through cookies, analytics tools, and similar technologies when you browse the website

5. Why we process your personal information

• to respond to website enquiries and contact requests
• to prepare proposals, quotations, or travel concepts following a website enquiry
• to administer bookings initiated through the website
• to coordinate travel services with relevant suppliers where necessary
• to process or facilitate payments
• to communicate with you before, during, and after your trip where relevant to a website-originated enquiry or booking
• to maintain, secure, and improve the website
• to understand website traffic and performance through analytics
• to send newsletters, updates, and marketing communications where lawful
• to comply with legal, regulatory, accounting, insurance, and tax obligations
• to establish, exercise, or defend legal rights

6. Lawful grounds for processing

• you have consented
• processing is necessary to take steps at your request before entering into a contract
• processing is necessary to perform a contract with you
• processing is required to comply with a legal obligation
• processing protects a legitimate interest of yours
• processing is necessary for pursuing our legitimate interests or those of a third party, provided your rights do not override those interests

7. Cookies and analytics

The Mason & Wild website uses cookies and similar technologies, including Google Analytics where enabled, to:

• remember user preferences
• understand website traffic and visitor behaviour
• improve website functionality and performance
• support website security
• measure the effectiveness of communications and campaigns

The website also uses a cookie banner. You can manage cookies through your browser settings and, where applicable, through the cookie controls made available on the website.

8. Website systems and service providers

We may use third-party systems and service providers to operate the website and support enquiries, administration, and customer management, including:

• Google Analytics for website analytics where enabled
• Odoo for operational, enquiry, customer, or administrative workflows
• Stripe for payment processing through third-party payment links

We do not store your card details on our own website or systems. Card payment information is handled by the relevant third-party payment provider.

9. When we share your personal information

We may share your personal information only where reasonably necessary and lawful, including with:

• accommodation providers, lodges, camps, hotels, guides, transfer providers, activity providers, airlines, insurers, or other travel suppliers relevant to your itinerary
• payment processors and financial service providers
• IT, website hosting, analytics, and administrative service providers acting on our instructions
• accountants, auditors, legal advisers, and insurers where necessary
• regulators, courts, law enforcement, or other third parties where required by law

We do not sell your personal information.

Where supplier sharing is required, we aim to disclose only the information relevant to the service being delivered. For example, if you are staying at a property in Botswana, we may share only the information necessary for that supplier to deliver the booked service.

10. International transfers

Because Mason & Wild arranges travel in destinations outside South Africa, your personal information may be transferred to suppliers in the country or countries to which you are travelling, where this is necessary to deliver your travel arrangements.

Where we transfer personal information cross-border, we will take reasonable steps to ensure that the recipient is subject to laws, binding obligations, or contractual arrangements that provide an adequate level of protection, or that another lawful basis for transfer applies.

11. Security safeguards

We take appropriate, reasonable technical and organisational measures to protect personal information against loss, misuse, unauthorised access, disclosure, alteration, and destruction. These measures may include:

• access controls
• password protection
• secure service providers
• restricted internal access on a need-to-know basis
• contractual confidentiality obligations where appropriate

12. Retention

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

Our general retention approach is as follows:

• general enquiries that do not become bookings: up to 24 months
• client booking records, invoices, and core transaction records: up to 7 years
• passport details and sensitive trip-operation information: only for as long as reasonably necessary for travel administration, operational follow-up, insurance, legal, or compliance purposes
• marketing records: until you opt out, withdraw consent where applicable, or the data is no longer reasonably needed
• technical and cookie-related data: according to the applicable system settings and provider retention periods

When personal information is no longer required, we will securely delete, destroy, anonymise, or de-identify it where appropriate.

13. Direct marketing

We may send marketing communications about Mason & Wild offers, news, updates, and related travel services where lawful.

This may include:

• users who actively subscribe through the newsletter signup process
• users who consent to receive marketing through a website form
• existing clients, where marketing similar services is lawful and they have not opted out

You may opt out of marketing communications at any time by using the unsubscribe link in the communication or by contacting us at private@masonandwild.com.

14. Children

The Mason & Wild website and services are not directed at children, and we do not knowingly market to or contract with children.

If we ever need to process a child's personal information in exceptional circumstances permitted by law, we will do so only where lawful and strictly necessary.

15. Your rights

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

• request access to personal information we hold about you
• request correction, updating, or deletion of inaccurate, incomplete, misleading, excessive, or unlawfully obtained information
• object to certain processing
• withdraw consent where processing is based on consent
• request that we stop sending direct marketing communications
• lodge a complaint with the Information Regulator
• request access to certain records in terms of the Promotion of Access to Information Act, 2000 ("PAIA"), where applicable

16. PAIA

Crew Up Pty Ltd maintains a PAIA manual in accordance with applicable law. Requests relating to access to records may be directed to:

Information Officer
Crew Up Pty Ltd
46 Doordrift Road, Constantia, Cape Town, 7806, South Africa
Email: private@masonandwild.com
Telephone: +27 (0) 87 550 1882

17. Third-party websites

The website may contain links to third-party websites, supplier websites, or third-party tools. We are not responsible for the privacy practices or content of those external sites. You should review their privacy notices before providing personal information to them.

18. Complaints

If you believe that we have processed your personal information unlawfully or in a way that infringes your rights, please contact us first at private@masonandwild.com so that we can try to resolve the issue.

You may also lodge a complaint with the Information Regulator of South Africa.

19. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, website functionality, or business operations. The updated version will be posted on this page with a revised "Last updated" date.

20. Contact us

Crew Up Pty Ltd
Trading as Crew Up Travel and Mason & Wild
Attention: Information Officer
Email: private@masonandwild.com
Telephone: +27 (0) 87 550 1882
Address: 46 Doordrift Road, Constantia, Cape Town, 7806, South Africa