Privacy Policy

The Terra Resort website, https://www.terraresortsl.com/, is operated by Momento Holdings (Pvt) Ltd, a company registered in Sri Lanka under registration number PV 00221256, trading as Terra Resort ("Terra", "we", "us", "our").

Registered address: Guru Kanda Watta, Kabalana, Ahangama, Sri Lanka
Privacy questions and requests: terraresortsl@gmail.com · +94 74 131 9304

Momento Holdings (Pvt) Ltd is responsible for the personal information described in this policy.

This policy explains how we handle personal information through this website: our enquiry forms, our analytics and cookies, and the external services the website links to.

Two services are provided on separate websites, each with its own technology and settings:

• Room bookings are made on our booking engine, provided by Preno (section 7).
• Wellness classes are booked on Terra Wellness, terraresortwellness.com (section 8).

Your cookie choice on this website applies only to this website.

Sending us an enquiry is voluntary. We ask for these details so we can reply to you. Fields such as your name and email address are required: without them, the form can't be sent and we can't reply.

Retreat and group enquiries:

• first and last name, email address, phone number;
• group size, arrival and departure dates, the activities you're interested in;
• anything you add under "Special requests".

Event enquiries for Hidden:

• name, email address, and optionally a WhatsApp or phone number;
• type of occasion, approximate number of guests, preferred date and time;
• anything you add in your message.

We also record which form you used and when you sent it. We don't attach your IP address or browser details to your enquiry.

How your enquiry reaches us:

1. Your submission is processed by Make, an automation service.
2. Make saves it in Monday.com, the system we use to manage and follow up enquiries.
3. Make also sends the enquiry details by email to our team's Gmail inbox.

Only authorised members of the Terra team can access enquiries: in Monday.com, only managers, each with their own account; in our Gmail inbox, only reception staff.

How we use enquiry details: to reply to you, and to plan and coordinate the services you ask about, such as a stay, retreat, event or activities. We don't send unsolicited marketing emails or WhatsApp messages to guests.

Dietary, allergy, health or other sensitive details. "Special requests" and the message box are general free-text fields: you decide what to include, and we don't ask for medical information there. If you choose to tell us about dietary needs, allergies, health or accessibility needs, or similar information, we use it only to plan what you've asked for. Only authorised members of our team can access it. Please share only what you're comfortable sharing and what's needed to plan your request.

Families and children: Terra welcomes families. If your enquiry includes information about children in your group, such as their ages or needs, we use it only to plan the services you request. Parents or other adults make enquiries and bookings on behalf of their families.

If you email us, call us, or message us on WhatsApp, we receive what you send and the contact details you use. We use them to reply and to arrange what you ask for. WhatsApp is provided by Meta, and its own terms and privacy policy apply when you use it.

We use Google Analytics 4 to understand how visitors explore our website, so we can improve it.

Only with your consent. When you first visit, we ask for your choice. Until you allow analytics, Google Analytics isn't loaded and no analytics cookies are set. If you allow it, Google Analytics collects information such as:

• the pages you view and the page you came from;
• approximate location, device and browser type, screen size, language;
• interactions such as clicking "Book Your Stay", following our WhatsApp or class-schedule links, or sending an enquiry form.

What you type into our forms is never sent to Google Analytics. Google's advertising-related consent signals always remain "denied".

You can change your choice at any time with "Cookie settings" at the bottom of every page. Our Cookie Policy explains the cookies involved.

Our Google Analytics settings:

• Event data is kept for 2 months.
• Google Signals is off.
• Sharing with other Google products and services is off.
• Modelling contributions and business insights is on. Google may use measurement data, in aggregated form, for features such as modelled data and benchmarking.
• Technical support is on. Google support staff may access our Analytics account when needed to help us.
• Recommendations for your business is on. Google may use the data to provide recommendations to us.

Our website is hosted by Netlify. To deliver and protect the site, Netlify processes technical information such as your IP address and request details. That includes limiting repeated form submissions from the same connection.

Our own application logs record only which form was used, the outcome and the timing. They don't record names, email addresses, phone numbers or IP addresses.

To protect your information, we use:

• HTTPS for the whole website;
• checks on our server that accept enquiry submissions only from our own website;
• limits on repeated submissions;
• access to enquiries restricted to authorised team members;
• individual Monday.com accounts for the managers who use it;
• password or PIN protection on staff computers.

No method of transmission or storage is completely secure. If you believe your information has been put at risk, please contact us straight away.

The "Book Your Stay" links on our website take you to our booking engine, provided by Preno on its own website. You give your personal information there to make a booking. Preno is also where we manage bookings, guest information, invoices and payment records, and we receive booking details by email.

You're not required to enter credit card details into Preno. Payments are handled separately by Terra.

Payments. We accept cash, bank transfers, card payments through our on-site card terminal, and payment links. Both the card terminal and our payment links use CyberSource. Our authorised staff can see transaction details and the last four digits of a card, but not the full card number.

We use booking and payment details for your booking, to coordinate your stay and the services you've arranged, and for related operational purposes. Without the details needed for a booking, we can't confirm it.

Preno's booking page uses its own technologies, including analytics. The cookie choice you make on terraresortsl.com doesn't apply to Preno's website.

Wellness class schedules and bookings are on Terra Wellness (terraresortwellness.com). It's owned by Terra but is a separate website, with its own tools, including analytics and advertising technologies. This policy and your cookie choice on terraresortsl.com don't apply to that website.

We don't sell personal information, and we don't share customer lists with third parties for their own marketing. We share information with service providers only as needed to provide the services described in this policy:

We may also disclose information where the law requires it.

Our service providers are international companies, and some of them may store or process your information outside Sri Lanka.

• Enquiries in Monday.com, and enquiry and booking emails in our Gmail inbox, are kept while they're needed to respond to you, coordinate the services you requested, and keep a record of our dealings with you. We don't currently delete enquiries on a fixed schedule. We plan to introduce an annual manual review of older enquiries in Monday.com and Gmail, deleting information that's no longer needed, subject to any legal requirement to keep it.
• Booking, guest, invoice and payment records are kept in Preno while they're needed for your booking and our business records, and to meet any legal requirement to keep them. We haven't set a fixed deletion schedule for them.
• Make may keep a temporary record of the enquiry submissions it processes.
• Google Analytics event data is kept for 2 months.

We use personal information on these legal bases:

• Enquiries, messages, bookings and payments: to take the steps you ask for before a booking, and to provide the stay and services you book.
• Analytics: your consent, which you can withdraw at any time.
• Website security, such as limiting repeated form submissions: our legitimate interest in keeping our website and enquiry forms working and secure.
• Legal requirements: where a law requires us to keep or disclose information.

Automated decisions. We don't make decisions about guests based solely on automated processing. Our team reads and replies to enquiries.

You can ask us to access, correct or delete the personal information we hold about you, and you can withdraw your consent to analytics at any time through "Cookie settings".

To make a request, email terraresortsl@gmail.com. We handle requests manually, including for the information we hold in Monday.com and our Gmail inbox, subject to any legal obligations that apply. We may need to confirm your identity, and will respond in line with applicable law. Depending on where you live, you may have further rights under applicable data protection law, including the right to complain to a data protection authority, such as the Data Protection Authority of Sri Lanka.

Our website links to services we don't operate, such as Instagram, Facebook, Google Maps and WhatsApp, as well as to Preno and Terra Wellness. Their own privacy policies apply when you use them.

We'll update this policy when our practices change, and the date at the top will show the latest version.

Momento Holdings (Pvt) Ltd (PV 00221256), trading as Terra Resort
Guru Kanda Watta, Kabalana, Ahangama, Sri Lanka
terraresortsl@gmail.com · +94 74 131 9304