Who we are

TimorGetaway, Lda., company registration number 1439292, registered at Travessa Lis Mutin, Delta 2, Comoro, Dom Aleixo, Dili, Timor-Leste, is responsible for the personal information collected through timorgetaway.tl and through our booking process.

For any question about your privacy, contact us at info@timorgetaway.tl or write to the address above.

Our approach

Timor-Leste does not yet have comprehensive data protection legislation. We have chosen to apply internationally recognised data protection principles anyway, because most of our travellers come from countries where those protections are expected, and because it is the right way to handle information that people trust us with.

What we collect

Information you give us

• Name, email address, phone number and country of residence.
• Booking details: travel dates, party size, package selected, and the names of everyone in your party.
• Dietary requirements, accessibility needs and any medical or health information you choose to disclose so that we can arrange your trip safely.
• Proof of payment. Where you pay by bank transfer, you may upload or send us a transfer receipt. These documents often show a bank account number and account name. We receive them only to confirm your payment, we do not use them for any other purpose, and we delete them once the booking is settled and our accounting obligations are met.
• Messages you send us by email, through the website contact form, or on WhatsApp.
• Reviews, comments and photographs you choose to share with us or post on our social media pages.
  
  

Information collected automatically

• IP address, browser and device type, pages visited, referring site and time of visit, collected through cookies and analytics tools. Our Cookies Policy explains this in detail and how to control it.

We do not store full payment card details on our website, and we do not process card payments online.

Why we use it

• To arrange and confirm your booking and to communicate with you about it. This is necessary to perform our agreement with you.
• To pass essential details to the host or provider looking after you, so they can prepare for your arrival.
• To keep you safe, where you have told us about a medical, dietary or accessibility need. We rely on your consent for this, and we share it only with the provider who needs to act on it.
• To confirm and reconcile payments, and to process refunds where they are due.
• To send newsletters and offers, where you have subscribed. You can unsubscribe at any time using the link in every email.
• To respond to enquiries and to handle any complaint.
• To improve the website and understand how visitors use it.
• To meet legal, tax and accounting obligations in Timor-Leste.
  
  

Who we share it with

We share your information only where it is necessary:

• The host or provider looking after you. Guesthouses, homestays, guides, boat operators and transport partners receive only what they need to deliver your booking: usually your name, arrival date, party size, and any dietary or accessibility requirement. They do not receive your payment details, and they do not receive your contact details unless it is necessary for them to reach you.
• Our bank and payment partners, to receive your payment, transfer funds to your hosts, and process refunds.
• Service providers who act on our instructions, including our website host, email and form tools, and analytics providers.
• Authorities, where we are required by law to disclose information.

We do not sell your personal information, and we do not share it with advertisers for their own marketing.

Messaging and social media

If you contact us on WhatsApp, your messages are carried by WhatsApp, which is operated by Meta and hosted outside Timor-Leste. We use WhatsApp because it is how most of our travellers and hosts prefer to communicate, but please avoid sending sensitive documents through it where email would do. Whatever you send us there is handled under this policy once we receive it.

If you comment on or message our Facebook or LinkedIn pages, those platforms process your information under their own privacy policies, which we do not control.

Reviews and photographs

We publish traveller reviews on our website, including the reviewer’s name as it appeared when the review was given, usually sourced from our Facebook page. Our galleries and social media may also include photographs taken during trips, which can show guests.

If you would prefer your name, review or image not to appear, email info@timorgetaway.tl and we will remove it. You do not need to give a reason.

Sending information outside Timor-Leste

Some of the services we rely on, including website hosting, email, messaging and analytics, are operated by companies based outside Timor-Leste. This means your information may be stored or processed abroad. We choose established providers and take reasonable steps to ensure your information remains protected to a standard consistent with this policy.

How long we keep it

• Proof of payment documents: deleted once the booking is settled and the accounting period is closed.
• Health, dietary and accessibility information: deleted 12 months after your travel date, as we no longer need it.
• Enquiries that do not lead to a booking: 24 months.
• Newsletter subscriptions: until you unsubscribe.
• Messages and correspondence: 24 months, unless connected to a booking or a complaint.
  
  

Your rights

You may ask us to:

• give you a copy of the information we hold about you;
• correct anything that is wrong or out of date;
• delete information we no longer need to keep;
• stop sending you marketing;
• restrict how we use your information, or object to a particular use;
• remove your name, review or photograph from our website.

Email info@timorgetaway.tl and we will respond within 30 days. There is no charge. We may need to confirm your identity first, and we may need to keep some records where the law requires it, in which case we will explain why.

Keeping your information secure

We use reasonable technical and organisational measures to protect your information, including secure hosting, encrypted connections and restricted staff access. Only team members who need your details in order to arrange your trip can see them.

No system is completely secure, and we cannot guarantee the security of information sent over the internet. If a breach occurs that is likely to affect you, we will tell you promptly and explain what happened and what we are doing about it.

Children

Our services are not directed at children, and we do not knowingly collect information from anyone under 18 directly. Where children travel as part of a family booking, we collect only what the responsible adult provides and only what is needed to arrange the trip safely. If you believe we hold information about a child that we should not, contact us and we will delete it.

If you are unhappy

Please contact us first at info@timorgetaway.tl. We would rather hear from you directly and put things right. If you are not satisfied with our response, you may raise the matter with the data protection or consumer authority in your country of residence.

Changes to this policy

We may update this policy from time to time. The current version is always published here with its last updated date. We will highlight material changes on the website.

Contact us

TimorGetaway, Lda.
Travessa Lis Mutin, Delta 2, Comoro, Dom Aleixo, Dili, Timor-Leste
Email: info@timorgetaway.tl
Phone and WhatsApp: (+670) 7603 0555 or (+670) 7689 3333