Privacy Policy

Last Updated: April 2026

At Sepilok Nature Lodge, we believe that privacy is the foundation of a premium experience. As you embark on an odyssey through the Sandakan frontier, we are committed to protecting the personal information you entrust to us. This policy outlines how we collect, use, and safeguard your data across our digital platforms and physical sanctuaries.

1. Information We Collect

To curate your bespoke expedition, we collect information that allows us to provide a seamless and personalized service:

• Identity Data: Full name, passport details (required for park permits and island manifests), and date of birth.
• Contact Data: Email address, phone number, and billing address.
• Travel Preferences: Dietary requirements, physical health considerations for trekking, and specific wildlife interests (e.g., birding targets).
• Technical Data: IP address, browser type, and usage patterns on our website to improve your digital experience.

2. How We Use Your Information

Your data is utilized strictly to enhance your journey and manage our operations:

• Booking & Logistics: Securing permits for protected areas, arranging private transits, and managing resort check-ins at KWR, SNL, or Lankayan.
• Personalization: Tailoring our "Bespoke Journey Curation" to your specific needs and interests.
• Communication: Providing essential travel updates, itinerary changes, and, with your consent, exclusive insights into the Sandakan frontier.
• Legal Compliance: Adhering to Malaysian regulatory requirements, including the PDPA 2010.

3. Data Stewardship & Security

We treat your data with the same level of care as we treat the ecosystems we protect.

• Protection: We implement high-level encryption and secure server protocols to prevent unauthorized access or disclosure.
• Retention: We only store your personal information for as long as necessary to fulfill the purposes for which it was collected or to comply with legal obligations.

4. Third-Party Disclosures

SNL Sandakan does not sell or trade your personal data. We only share information with trusted partners essential to your expedition, such as:

• Official wildlife and marine park authorities for mandatory permits.
• Authorized payment gateways for secure financial transactions.
• Specialized conservation partners when required for "Impact Travel" initiatives.

5. Your Rights

Under the Malaysian PDPA, you have the right to:

• Access: Request a copy of the personal data we hold about you.
• Correction: Update any inaccurate or incomplete information.
• Withdrawal: Withdraw your consent for marketing communications at any time.

6. Cookies & Digital Experience

Our website uses "cookies" to analyze traffic and optimize your browsing experience. This allows us to understand which parts of the frontier interest you most, helping us refine our digital storytelling. You may choose to disable cookies through your browser settings, though some site features may be limited.

7. Contact Us

For any inquiries regarding your privacy or to exercise your data rights, please contact our stewardship team:

Email: sepiloknaturelodgeborneo@gmail.com

Location: Sandakan, Sabah, Malaysia

 

Reservation & Payment Policy:

 

1. A non-refundable deposit of 30% of the total invoice amount is required to secure your reservation at the time of booking.
2. Full balance payment must be made strictly sixty (60) days prior to the departure date. For reservations made within 60 days of the departure date, 100% full payment is required immediately at the time of booking.
3. All payments must be settled within 14 days from the date of invoice issuance. Failure to receive the required payment by the stated deadline will result in automatic cancellation of the reservation, and any deposit paid will be forfeited entirely.

 

Cancellation & Refund Policy:

 

1. All deposits paid are strictly non-refundable under any circumstances.
2. For cancellations made more than 60 days prior to the departure date, the maximum refundable amount shall not exceed 50% of the total invoice amount.
3. For cancellations made between 31 and 60 days prior to the departure date, the maximum refundable amount shall not exceed 25% of the total invoice amount.
4. For cancellations made 30 days or less prior to the departure date, strictly NO refunds will be issued (100% cancellation fee applies).
5. Notwithstanding the above, the Company reserves the ultimate right to make the final decision regarding any refund requests. Otherwise, the strict non-refundable principle shall always prevail.

 

General Disclaimer & Force Majeure:

 

1. Unforeseen Circumstances (Force Majeure): The Company and the Resort shall not be held liable for any delay, cancellation, additional expense, or inconvenience caused directly or indirectly by events outside of our control. This includes, but is not limited to, late arrival of flights, civil disturbance, unusually severe weather, rough and dangerous sea conditions, acts of God, or government actions. In such events, the Resort reserves the right to cancel or delay boat departures for safety reasons without any obligation for a refund.
2. Unused Services & Health Conditions: After the commencement of the service, strictly no refund (in part or in full) will be made for any unused services or activities due to the traveler's voluntary modification, free choice, or ill health. For instance, if a guest fails to complete a dive or aborts a booked package due to personal health issues (e.g., inability to equalize), they will still be fully charged for the package.
3. Travel Insurance: We strongly recommend that all guests purchase comprehensive travel insurance prior to the trip. This insurance should adequately cover accidents, medical expenses, personal property loss, and weather-related disruptions or activity cancellations. Guests are advised to claim any financial losses incurred from the aforementioned unforeseeable circumstances directly through their respective insurance providers.