Privacy Policy

The Royal Countess processes personal information to create and manage bookings, deliver tickets, communicate with guests, provide venue services, meet legal obligations and protect legitimate business and security interests.

Processing is carried out in line with the Protection of Personal Information Act, 2013 (POPIA), and related South African privacy requirements.

Information may include names, email addresses, mobile numbers, booking references, guest counts, seating information, dietary notes, accessibility requests, payment status, ticket activity and communication history.

Corporate enquiries may include company details, event requirements, bar tab selections, add-ons, location acknowledgement and operational notes.

Personal information is used to manage bookings, process payments, issue digital tickets, support check-in, send service communications, respond to enquiries, manage corporate requests and keep accurate operational records.

The Royal Countess may also process limited staff information for admin access, role management and platform security.

The platform may process limited browser and device information through essential technologies needed for security, session handling, service operation, preferences and platform reliability.

Where optional analytics or marketing technologies are implemented, related browser information is processed only in accordance with the visitor's applicable consent choice. The Cookie Policy explains the categories and how preferences can be changed.

The Royal Countess may use trusted service providers for hosting, database storage, authentication, payment processing, email delivery, push notifications and platform operations.

These providers may process information only as required to provide their services and support the guest experience.

Booking, payment, ticket and communication records are retained for as long as reasonably needed for guest service, accounting, legal, security, operational and reporting purposes.

Where information is no longer required, The Royal Countess will take reasonable steps to delete, anonymise or restrict it according to operational and legal requirements.

Guests may request access to, correction of or deletion of their personal information, subject to legal and operational limitations.

Requests should be directed to Guest Services using the contact details published in the Contact & Company Information decree.

Guests may contact The Royal Countess first so that privacy concerns can be reviewed and resolved.

If a guest remains dissatisfied, they may lodge a complaint with the Information Regulator of South Africa using the official channels published by the Regulator.

The Royal Countess uses reasonable technical and organisational safeguards to protect personal information, including secure hosting, controlled staff access, encrypted transport where available and role-based operational access.