Privacy Policy

Who we are and what this policy covers

The website mandolin-travel.com is operated by شركة ماندولين للسياحة (its registered name, in Arabic), commercial registration no. 42630, which offers its travel services under the Mandolin Travel (ماندولين ترافيل) brand. The company is responsible for the information collected through the website, and "we" in this policy means the company.

Registered address: 11th floor, 16 El Yemen Street, off Lebanon Street, Mohandessin, Giza, Arab Republic of Egypt.

This policy covers the information we receive through the website: the "Plan a trip" form and the contact form. If you go on to book a trip or another service with us, the information exchanged for that booking is governed by the booking documents and the terms that apply to it.

Information you give us

When you plan a trip: your name, phone number and, if you choose, email address; the number of adults and children travelling; and, if you add them, the service you are interested in, destination, departure and return dates, and notes.

When you use the contact form: your name, your email address or phone number (at least one of them) and your message, a subject if you add one, and whether your message is a request about your personal data.

Each form shows which fields are required. Please send only what your inquiry needs: do not include passport or national ID numbers, payment card details, health information, or the names and details of the children travelling. If a booking later needs such details, we will ask for them through a separate channel.

Information recorded automatically

• With each submission: your IP address, browser type (user agent) and the language of the page, which we use to protect the forms against abuse and spam.
• While you browse: a temporary session record that includes your IP address and browser type, deleted after it expires.
• To prevent abuse: a count of form submissions per IP address, kept for no more than an hour.
• When a technical error occurs: details of the error, kept in the website's error logs, which are deleted automatically after 14 days.
• By our hosting provider: standard access logs (IP address, date and time, page requested and browser type), which the provider keeps for a limited period under its own policies to deliver and secure the website.

Cookies

The website uses only two cookies, both needed for it to work:

• mandolin-travel-session: keeps your browsing session.
• XSRF-TOKEN: protects the forms against forged requests.

Both expire two hours after you last use the website. We do not use analytics, advertising or tracking cookies, and the website loads no analytics, advertising or social-media scripts. You can delete cookies in your browser settings, but the forms may not work without them. Staff who sign in to the website's admin panel use additional sign-in cookies; visitors do not receive them.

How we use information

• To review and answer your inquiry or message.
• To understand your travel plans and prepare a suggestion or price offer for you.
• To contact you about that inquiry by phone, email or another channel you used to reach us.
• To protect the website and its forms against abuse and to fix technical problems.

We do not sell your information, send you marketing messages, or give it to others for their own purposes.

Why we process it

We process the information you send because you ask us to respond to your inquiry and to consider a trip or service you may book with us. We process technical information because it is needed to run and protect the website.

Who sees it

Submissions arrive in the website's admin panel, which only staff we authorize can open. Our inquiry inbox also receives an email alert for each new submission with a short summary: for a trip inquiry, its reference number, the service, destination, travel dates and number of travellers; for a contact message, its reference number, the sender's name, the beginning of the message and whether it is a request about personal data.

The website does not send you automatic emails. When you submit a trip inquiry, a reference number is shown on screen; please quote it when you contact us about it.

Service providers and transfers outside Egypt

• Hostinger hosts the website and its database, delivers it through its content delivery network, and provides the email service that receives our internal alerts. The servers the website currently runs on are in the United States, and the delivery network carries every request to the website, including your IP address, through its servers in other countries.
• CodeMind for Software and AI Solutions, the website's technical developer, maintains and secures the website and may access its systems for that purpose only.

Each provider handles information only as far as needed to provide its service to us. We may also disclose information when the law requires it or a competent authority requests it.

How long we keep information

• Trip inquiries and contact messages: we keep them for 24 months from their last meaningful activity: the date they were sent or the last time our staff changed their handling status. Simply opening, reading or assigning a record in our system does not extend this period. You can ask us to delete yours sooner at any time (see "Your rights").
• Monthly review: nothing is deleted automatically when that period ends. At the start of each month an authorized administrator is reminded to review the records that have reached it, and either approves their permanent deletion or, where there is a documented legitimate reason to keep a record longer, postpones its review by six months, after which it is reviewed again.
• What is deleted: when deletion is approved, we permanently delete the record, its status history and the related staff alerts in the admin panel, and we erase from the admin system's internal change log the record's details and the IP address and browser type recorded when it was sent. The log then keeps only that the record existed, which staff members handled it and who approved its deletion. Our staff then delete the alert emails about it from our inquiry inbox by hand, by searching for its reference number; the admin panel lists each such cleanup until it is marked as done.
• Exceptions: An inquiry that leads to a booking, one the law requires us to keep, or one connected with a complaint, a dispute, a legal claim or a legal hold is not part of this review. We keep it for as long as that purpose or the applicable law requires.
• Session records: deleted after they expire.
• Technical error logs: deleted automatically after 14 days.
• Internal alerts that could not be sent: their records are deleted automatically after 30 days.

Copies of deleted information may remain for a limited time in our hosting provider's backups until they are replaced in its regular backup cycle.

How we protect it

Connections to the website are encrypted (HTTPS), the admin panel is open only to staff accounts we authorize and each of them must use two-factor authentication, passwords are stored only in hashed form, and system files and the database are not publicly accessible. No method of transmission or storage is completely secure, however, so we cannot guarantee absolute security.

Your rights

You can ask us to:

• tell you what information we hold about you and let you see it;
• correct or complete information that is inaccurate;
• delete your information, unless the law requires us to keep it;
• stop or restrict processing your information.

Send your request through the contact form and tick "Request about my personal data" (requests sent this way are flagged for our authorized administrators in the admin panel), or by email to info@mandolin-travel.com, and include contact details that let us confirm the request comes from you. We will reply as soon as we can and within any time limits set by law. Once we have confirmed that a deletion request comes from you, we act on it directly, without waiting for the monthly review described above, unless the law, a contract or a pending dispute requires us to keep the information. Our staff handle requests to correct or restrict information directly, as the website has no self-service tool for them. You may also complain to Egypt's Personal Data Protection Center.

Questions about privacy

If you have a question about this policy or how we handle your information, contact us through the contact form on this website, email info@mandolin-travel.com, or write to us at the registered address given at the start of this policy.

Children

The website is meant for adults planning travel. We ask only for the number of children travelling, to plan the trip; please do not send their names or other details through the website. We do not knowingly collect information from children.

Changes to this policy

We may update this policy when the website or the way we handle information changes. The published version applies from the "last updated" date shown at the bottom of this page.

Language

This policy is published in Arabic and English. If the two versions differ, the Arabic version prevails, without prejudice to any right the law gives you that cannot be waived.