Privacy Policy
1) Introduction and Scope
This Privacy Policy explains how we collect, use, share, and protect personal information when you visit our website, contact us, place an order, request a quote, apply for an account, or use any of our services in South Africa.
This policy is intended to align with the Protection of Personal Information Act, 2013 (POPIA) and other applicable South African privacy laws. If there is any conflict between this policy and mandatory legal requirements, the legal requirements will apply.
By using our website or submitting personal information to us, you acknowledge that your information will be handled as described in this policy.
2) Information We Collect
We may collect personal information directly from you, automatically through your use of the website, or from authorised third parties where lawful.
2.1 Information You Provide
Depending on your interaction with us, we may collect:
- Identity and contact details: name, surname, email address, phone number
- Business details: company name, job title, VAT number (where relevant), delivery site information
- Account and order information: order history, invoices, delivery addresses, returns and warranty claims
- Enquiry details: messages submitted via forms, email, phone, WhatsApp, or support tickets
- Technical information for support: machine model/serial reference, parts lists, fault descriptions (where applicable)
2.2 Information Collected Automatically
When you browse our website, we may collect:
- IP address, browser type, device information, and operating system
- Usage data (pages visited, time spent, links clicked, referral sources)
- Cookie identifiers and similar tracking data (see Section 5)
2.3 Information from Third Parties
Where lawful and relevant, we may receive information from:
- Delivery/courier partners (delivery status and proof of delivery)
- Payment service providers (payment confirmations and fraud-prevention results; not your full card details)
- Credit bureaus or verification services (where you apply for account terms, and where permitted)
- Manufacturers or authorised service agents (warranty processing and technical assessments)
3) How We Use Personal Information (Purpose and Legal Grounds)
We use personal information only where we have a lawful basis to do so under POPIA and applicable law. Typical purposes include:
3.1 Providing Products and Services
- Processing orders, payments, delivery, collections, returns, and refunds
- Issuing invoices, statements, and other transaction communications
- Supplying parts, equipment, and related support services
3.2 Support, Warranty, and Service Administration
- Responding to enquiries and technical support requests
- Managing RMAs, warranty claims, inspections, and service bookings
- Improving our support processes and product guidance
3.3 Business Operations and Security
- Operating, maintaining, and improving our website and systems
- Preventing fraud, unauthorised access, and misuse
- Maintaining audit trails and records required for legal or operational reasons
3.4 Marketing and Communications (Where Permitted)
- Sending service updates, product information, or promotions where you have consented or where permitted by law
- You may opt out of marketing communications at any time using the unsubscribe option or by contacting us
4) Sharing Personal Information (Operators, Third Parties, and Cross-Border Transfers)
We do not sell personal information. We may share information only as necessary for legitimate business purposes, to perform services, or to comply with law.
4.1 Who We May Share Information With
- Delivery and logistics providers for shipping and tracking
- Payment processors to complete transactions and manage fraud prevention
- IT service providers (hosting, email, analytics, security, backup) acting as “operators” under POPIA
- Manufacturers/authorised agents where needed for warranty assessment, product verification, or technical support
- Professional advisers (auditors, attorneys, insurers) where required
- Regulators or law enforcement where we are legally required to do so
4.2 Cross-Border Processing
Some of our service providers or systems (e.g., cloud hosting, email, support tools) may process data outside South Africa. Where cross-border transfers occur, we take reasonable steps to ensure appropriate safeguards are in place consistent with POPIA requirements (for example, contractual protections and security controls).
5) Cookies, Analytics, and Tracking Technologies
We may use cookies and similar technologies to improve website performance, user experience, and security, and to understand how visitors use our website.
Cookies may include:
- Essential cookies (required for site functionality and security)
- Performance/analytics cookies (to measure website usage and improve content)
- Preference cookies (to remember settings such as language or region)
You can control cookies via your browser settings and, where available, via our cookie banner or preference tool. Disabling certain cookies may affect the website’s functionality.
6) Data Retention, Security, and Your Rights (POPIA)
6.1 Retention
We keep personal information only for as long as necessary to fulfil the purposes set out in this policy, including legal, accounting, warranty, and audit requirements. Retention periods may vary depending on the type of record and applicable legal obligations.
6.2 Security Safeguards
We apply reasonable technical and organisational safeguards to protect personal information against loss, misuse, unauthorised access, disclosure, alteration, or destruction. No system is completely secure; however, we continually review and improve our safeguards.
6.3 Your Rights
Subject to POPIA and other applicable law, you may request to:
- Access the personal information we hold about you
- Correct or update inaccurate information
- Object to certain processing (including direct marketing, where applicable)
- Request deletion or restriction where legally appropriate
- Withdraw consent where processing is based on consent
6.4 Contact and Complaints
To exercise your rights or ask questions about this policy, contact us using the details on our Contact Us page.
If you believe we have not handled your personal information lawfully, you may also lodge a complaint with the Information Regulator (South Africa).