The Border Concierge Limited respects your privacy. We handle personal information to answer enquiries, provide visa and travel consultancy, coordinate requested travel arrangements and meet applicable legal obligations. This policy describes our approach when you use our website or communicate with our team.
Who we are
The Border Concierge Limited (“The Border Concierge”, “we”, “our” or “us”) provides visa consultancy, travel documentation guidance, flight arrangements, accommodation coordination, travel planning and related services. For personal information collected directly through our website or for our own business purposes, we act as the data controller as applicable.
For privacy questions or requests, email [email protected]. We operate from Oniru, Victoria Island, Lagos, and MM2, Lagos.
Information we collect
The details we collect depend on how you interact with us and what assistance you request. They may include:
- Contact information: your name, email address, telephone number, WhatsApp number, preferred office and preferred contact method.
- Travel enquiry information: intended destination, departure point, travel dates, number and ages of travellers, travel purpose, budget preferences, accommodation preferences and other itinerary requirements.
- Visa-related enquiry information: nationality, country of residence, intended visa category, purpose of travel, previous refusal information and the type of assistance requested.
- Service and transaction records: our communications, quotations, payment confirmations, invoices, booking references and records necessary to administer a requested service.
- Website information: device, browser and approximate technical usage information generated through necessary website functions, security logs or analytics tools where used.
If you later engage us for a service requiring passport information, supporting financial records or other sensitive documentation, we will explain the information required and request it through an appropriate separate process. Do not submit passport numbers, bank statements or sensitive documents through an ordinary public enquiry form.
How we use information
We use relevant personal information to:
- Respond to enquiries, arrange consultations and provide the services you request.
- Assess travel requirements and prepare suitable travel options and quotations.
- Coordinate bookings, documentation support and communication with suppliers or authorised service partners.
- Maintain service records, handle payments, complaints and refund requests.
- Protect our website, prevent misuse and maintain operational security.
- Comply with laws, regulatory requests and record-keeping requirements.
- Send marketing communications where we have a lawful basis to do so, including consent when required.
Legal basis for processing
We process personal information only where we have a valid basis under applicable data protection law, including the Nigeria Data Protection Act, 2023. Depending on the activity, our basis may be your consent; steps taken at your request before entering a contract; performance of a contract; compliance with a legal obligation; or a legitimate interest that does not override your rights.
Where we rely on consent, you may withdraw it. Withdrawal does not affect the lawfulness of processing already completed, and some information may still need to be retained or processed where another lawful basis applies.
International transfers
Travel services often involve organisations outside Nigeria. When information needs to be transferred internationally, we take account of the applicable data protection requirements and use an appropriate legal basis or safeguards for the transfer as required by law. The destination country's privacy laws may differ from those in Nigeria.
How long we keep information
We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and for any applicable legal, accounting, tax, dispute-resolution or regulatory requirements. The period may differ between an unanswered enquiry, an active service arrangement and a completed booking.
When information is no longer required, we take reasonable steps to delete it, anonymise it or securely archive it where continued retention is legally necessary.
Security and sensitive documents
We use appropriate organisational and technical measures intended to protect information against unauthorised access, alteration, loss and misuse. No method of electronic transmission or storage can be guaranteed completely secure.
To reduce unnecessary exposure, our public enquiry forms are designed for initial contact details and travel requirements, not uploads of passports, identity records or financial statements. If those documents become necessary later, please use only the submission method communicated directly by our team.
Your privacy rights
Subject to applicable law and any lawful exceptions, you may have the right to receive information about processing, request access to information held about you, request correction of inaccurate data, request deletion in appropriate circumstances, object to certain processing, request data portability, withdraw consent and raise concerns about automated decision-making.
To exercise a right, write to [email protected] with enough detail for us to identify the relevant records. We may need to verify your identity before disclosing or changing personal information. You may also lodge a complaint with the Nigeria Data Protection Commission where appropriate.
Children and other travellers
Where an enquiry concerns children or other travellers, the person making the enquiry should have the authority to provide their details and to act for them where required. Please provide only information that is necessary to discuss the proposed trip. Any further verification or documentation requirements will be explained during the service process.
Updates and contact
We may update this policy to reflect changes in our services, technology or legal obligations. The date at the top of the page indicates the latest version published here. Material changes will be communicated where the law requires.
For questions, complaints or privacy requests, email [email protected].