Privacy Policy

1. Cloud Storage of User Data

IMPORTANT: User data is stored in a cloud database. This includes account information, reservation details, contact data, and photographic proof of payment uploaded for reservation verification. We do not process card or bank payments directly on the platform; payment-related records currently consist of reservation invoices and client-uploaded payment proof images.

We protect client information by encrypting passwords and certain credentials. Additional safeguards are described in the Security section below.

2. Information We Collect

We may collect the following categories of information:

• Identity and contact data: name, email address, phone number (including country code), and account credentials.
• Booking data: cruise date, guest counts (adults/juniors/kids), occasion, ramp access needs, allergies, special requests, and reservation status.
• Payment-proof data for reservation invoices: selected payment method references, amounts, currency, and uploaded photographic proof of payment (the platform does not process payments directly).
• Communications: messages sent via email, WhatsApp, website forms, reviews, and support requests.

3. How We Use Your Information

We use personal information to:

• User authentication and verification.
• Process, verify, confirm, modify, or cancel reservations.
• Verify photographic proof of payment associated with reservation invoices.
• Communicate booking updates, receipts, reminders, and operational notices (including WhatsApp/email where applicable).
• Accommodate allergies, accessibility, and guest safety needs.
• Prevent fraud, abuse, and unauthorized access; maintain security and audit trails.
• Improve our website, Services, and customer experience.
• Comply with legal, tax, accounting, and regulatory obligations.
• Respond to inquiries, reviews, and disputes.

4. Payments and Third-Party Channels

The platform does not make or process payments directly. For the time being, reservation billing is managed through a reservation invoice and photographic proof of payment uploaded by the client. Commercial payment platforms currently do not offer an available API for a fully integrated payment flow; therefore payments are handled in this manner.

The Pergola is not responsible for third-party payment services when those services are down, delayed, or unavailable. Refunds remain subject to The Pergola refund policy as stated in the Terms of Service.

5. Sharing

We do not sell your personal information. We may share information with trusted service providers who process data on our behalf under appropriate safeguards, including:

• Cloud infrastructure and authentication providers that host the database and related services.
• Messaging and notification channels (e.g., WhatsApp, email/notification services).
• Banks, mobile-money, or other payment channels you choose outside our platform for completing payment.
• Professional advisors, insurers, or authorities when required by law or to protect rights and safety.

6. International Transfers

Your information may be processed in Guyana and in other countries where our cloud and service providers operate. Where required, we take reasonable steps to ensure appropriate protections for cross-border transfers.

7. Retention

We retain personal information for as long as needed to fulfill the purposes described in this Policy, including reservation history, payment-proof verification, legal compliance, dispute resolution, and legitimate business records. Retention periods vary by data type and legal requirements. When no longer needed, we delete or anonymize data where reasonably practicable.

8. Security

We protect client information by encrypting passwords and certain credentials, and by implementing reasonable technical and organizational measures designed to protect personal information against unauthorized access, loss, misuse, or alteration. No method of transmission or storage is completely secure; you use the Services at your own risk regarding residual security risks.

9. Cookies and Local Storage

We use essential cookies/local storage to operate authentication sessions and remember preferences such as language and theme. We do not use these technologies to sell your data. You can clear browser storage, but doing so may affect login state and preferences.

10. Children's Privacy

Our booking accounts are intended for adults. We may collect limited information about minors only as provided by the adult booking on their behalf (e.g., guest count or allergy notes). If you believe we have collected a child's data improperly, contact us and we will take appropriate steps.

11. Changes to This Policy

We may update this Privacy Policy periodically. The "Last updated" date will change when we do. Continued use of the Services after an update constitutes acknowledgment of the revised Policy.

12. Contact

For privacy questions, requests, or complaints:

• Email: thepergolacruise@gmail.com
• Phone / WhatsApp: +592 734-4622
• Location: Sealand Surveys, Georgetown, Guyana