Privacy Policy

Privacy Policy

Effective Date: 14 September 2026

Plumber-Plumbers.co.za respects your privacy and is committed to protecting personal information in accordance with applicable South African law, including the Protection of Personal Information Act 4 of 2013 (“POPIA”).

This Privacy Policy explains how we collect, use, store, disclose and protect personal information when you visit our website, request a quotation, contact us, make a booking, purchase products or use our plumbing services.

By using this website or providing personal information to us, you acknowledge that your information may be processed as described in this Privacy Policy, subject to your rights under applicable law.

1. Who We Are

This Privacy Policy applies to the website:

Plumber-Plumbers.co.za

and to plumbing services, enquiries, quotations, bookings and customer communications associated with the website.

References in this policy to “we”, “us” or “our” mean Plumber-Plumbers.co.za and the business operating the plumbing services promoted through this website.

2. What Is Personal Information?

For purposes of this policy, “personal information” has the meaning given to it under POPIA.

Personal information may include information relating to an identifiable person, such as:

• Full name

• Telephone number

• Email address

• Physical address

• Service or property address

• Billing address

• Identity or company information

• Payment-related information

• Communications with us

• Information submitted through website forms

• IP address

• Device and browser information

• Website usage information

• Photographs or videos relating to plumbing work

• Invoice, quotation or job information

• Any other information that can reasonably identify you

3. Information We May Collect

We may collect personal information when you:

• Complete a contact or quotation form;

• Request a plumbing service;

• Call us;

• Contact us through WhatsApp;

• Send us an email;

• Request emergency plumbing assistance;

• Purchase a product;

• Make a payment;

• Submit a complaint or warranty claim;

• Request a refund or return;

• Subscribe to communications, where available;

• Browse or interact with our website; or

• Communicate with our staff, plumbers or service representatives.

4. Information You Provide Directly

Depending on the nature of your enquiry or service, you may provide information such as:

• Your name;

• Your telephone number;

• Your email address;

• Your physical or service address;

• Details of the plumbing problem;

• Property access information;

• Preferred appointment times;

• Photographs or videos;

• Details relating to products, installations or repairs;

• Payment or billing information;

• Company details;

• VAT information;

• Invoice details; and

• Communications or instructions relating to a job.

Please only provide information that is reasonably necessary for us to assist you.

5. Information Collected Automatically

When you visit our website, certain technical information may be collected automatically.

This may include:

• IP address;

• Browser type;

• Device type;

• Operating system;

• Pages visited;

• Time spent on pages;

• Referring website;

• Approximate geographic region;

• Date and time of visits;

• Interaction with buttons, links or forms; and

• Other website usage information.

This information may be collected through server logs, cookies, analytics services or similar technologies.

6. Why We Process Personal Information

We may process personal information for purposes including:

• Responding to enquiries;

• Providing quotations;

• Scheduling plumbing services;

• Dispatching plumbers;

• Performing plumbing repairs or installations;

• Contacting customers about bookings;

• Providing emergency assistance;

• Processing orders;

• Issuing invoices;

• Processing payments;

• Managing warranties;

• Handling refunds or returns;

• Resolving complaints;

• Maintaining service records;

• Communicating about completed or ongoing work;

• Improving our website and services;

• Detecting fraud or misuse;

• Protecting our business and customers;

• Complying with legal obligations;

• Maintaining accounting and tax records;

• Establishing, exercising or defending legal claims; and

• Providing customer support.

7. Legal Grounds for Processing

Where required by law, we process personal information on an appropriate legal basis.

Depending on the circumstances, processing may be necessary because:

• You have requested a service from us;

• Processing is necessary to perform a contract;

• Processing is necessary before entering into a contract;

• We are required to comply with a legal obligation;

• Processing protects a legitimate interest of ours or another person;

• You have consented to the processing; or

• Processing is otherwise permitted under POPIA.

We will not process personal information in a manner that is incompatible with the purpose for which it was collected unless permitted by law.

8. Quotations and Service Requests

When you request a quotation or plumbing service, we may collect information needed to understand the work required.

This may include:

• Contact details;

• Property address;

• Description of the plumbing problem;

• Photographs or videos;

• Building or access information;

• Information about previous work; and

• Product or installation requirements.

This information may be shared with plumbers, technicians, suppliers or service providers where reasonably necessary to provide the requested service.

9. Emergency Plumbing Services

Where emergency plumbing assistance is requested, we may process information necessary to:

• Identify the property;

• Contact the customer;

• Dispatch a plumber;

• Assess the urgency of the problem;

• Determine the likely equipment or materials required; and

• Maintain records of the work performed.

Where necessary to prevent serious property damage or address an urgent plumbing hazard, information may be processed promptly in order to provide assistance.

10. Payment Information

Where payments are made electronically, payment information may be processed by banks, card processors, payment gateways or other financial service providers.

We may receive information such as:

• Payment confirmation;

• Transaction reference;

• Amount paid;

• Payment status; and

• Limited payment method information.

We do not intend to store full bank card details unless this is specifically required and permitted by an authorised payment service arrangement.

Customers should never send full card details, PIN numbers or online banking passwords through ordinary website forms, email or WhatsApp.

11. WhatsApp Communications

If you contact us through WhatsApp, your personal information may be processed through WhatsApp and its associated service infrastructure.

Information may include:

• Your mobile number;

• Profile information made available through WhatsApp;

• Messages;

• Photographs;

• Videos;

• Voice notes; and

• Documents sent to us.

Your use of WhatsApp is also subject to WhatsApp’s own privacy terms and policies.

You should avoid sending unnecessary sensitive information through WhatsApp.

12. Email Communications

If you contact us by email, we may retain the correspondence where reasonably necessary for customer service, business records, quotations, dispute resolution or legal compliance.

Email communication may include personal information contained in the message, attachments and email metadata.

13. Website Contact Forms

Information submitted through website forms may be sent to us by email, stored temporarily by the website or processed through a hosting, security or form-delivery provider.

We endeavour to collect only information reasonably necessary to respond to your request.

14. Cookies

Our website may use cookies and similar technologies.

Cookies are small files placed on a user’s device that can help a website function, remember settings, improve usability or measure website performance.

Cookies may include:

• Essential cookies;

• Functional cookies;

• Analytics cookies;

• Security cookies; and

• Marketing or advertising cookies, where applicable.

Some cookies may be created by third-party services used on the website.

15. Essential Cookies

Essential cookies may be necessary for:

• Website security;

• Form functionality;

• Session management;

• Fraud prevention;

• User preferences; or

• Other basic website functions.

These cookies may be used where necessary for the website to operate correctly.

16. Analytics

We may use analytics tools to understand how visitors interact with our website.

Analytics information may include:

• Pages visited;

• Duration of visits;

• General traffic source;

• Device type;

• Browser type;

• Approximate location; and

• Website interactions.

We use this information to improve website performance, usability, content and marketing effectiveness.

Where third-party analytics tools are used, those providers may process information in accordance with their own privacy policies.

17. Google Services

Our website may use services provided by Google, including services such as:

• Google Analytics;

• Google Search-related services;

• Google Maps;

• Google Ads; or

• Other Google website services.

These services may use cookies, device information or identifiers in accordance with Google’s own terms and privacy practices.

The specific services used on the website may change over time.

18. Advertising and Conversion Tracking

Where online advertising is used, we may use advertising or conversion tracking technologies to understand whether an advertisement resulted in:

• A telephone call;

• Website enquiry;

• Contact form submission;

• WhatsApp interaction; or

• Other conversion event.

Information used for advertising measurement may be processed in aggregated, pseudonymised or identifiable form depending on the relevant service and settings.

19. Telephone Calls

Where you telephone us, your telephone number and details of the enquiry may be recorded in our customer or job records.

Calls may also be recorded where permitted by law and where appropriate notice is provided.

Telephone information may be used for:

• Customer support;

• Booking management;

• Quality assurance;

• Dispute resolution; or

• Service records.

20. Photographs and Videos

Customers may send photographs or videos to help us assess plumbing problems.

Our plumbers may also take reasonable photographs of work, installations, damage, components or completed repairs for purposes such as:

• Job records;

• Quotations;

• Technical assessment;

• Warranty claims;

• Supplier claims;

• Quality control; or

• Dispute resolution.

We will not intentionally publish photographs that identify a customer or private property for marketing purposes without an appropriate legal basis or permission where required.

21. CCTV and Property Security

Customers are responsible for informing us where plumbers attending a property may be subject to CCTV, access-control or other surveillance systems operated by the property owner or building management.

We are not responsible for surveillance systems operated independently by a customer, complex, estate, landlord, body corporate or third party.

22. Children

Our plumbing services are intended for adults who are legally able to request or authorise services.

We do not intentionally collect personal information from children unless it is necessary and permitted by law.

If a child has submitted personal information to us without appropriate authority, a parent or guardian may contact us to request that the information be reviewed or deleted where applicable.

23. Special Personal Information

We do not ordinarily require special personal information such as health information, biometric data, religious beliefs or political opinions.

Customers should avoid submitting special personal information unless it is genuinely necessary for the matter being dealt with.

If such information is provided, we will process it only where permitted by law.

24. Sharing Personal Information

We may share personal information with third parties where reasonably necessary to provide services or operate our business.

These parties may include:

• Plumbers and technicians;

• Employees and contractors;

• Product suppliers;

• Geyser manufacturers;

• Plumbing wholesalers;

• Delivery providers;

• Payment processors;

• Banks;

• Accountants;

• Attorneys;

• Insurers;

• Website hosting providers;

• Email service providers;

• IT service providers;

• Security providers;

• Analytics providers;

• Marketing service providers; and

• Government, regulatory or law enforcement authorities where legally required.

We aim to share only the information reasonably necessary for the relevant purpose.

25. Contractors and Service Providers

Certain plumbing work may involve employees, subcontractors or independent service providers.

Where a contractor or service provider requires customer information in order to perform a job, we may provide the relevant information, such as:

• Customer name;

• Telephone number;

• Service address;

• Job details; and

• Access instructions.

Such information should be used only for the relevant service or lawful business purpose.

26. Suppliers and Manufacturers

Where a warranty, replacement part, technical query or special-order product is involved, we may provide relevant information to a supplier or manufacturer.

This may include:

• Product details;

• Installation date;

• Serial number;

• Photographs;

• Invoice information;

• Fault description; and

• Customer contact information where necessary.

27. Legal Disclosure

We may disclose personal information where reasonably necessary to:

• Comply with law;

• Respond to a court order;

• Respond to a lawful request from an authority;

• Investigate fraud;

• Protect our legal rights;

• Recover unpaid amounts;

• Defend a legal claim;

• Protect the safety of customers, plumbers or third parties; or

• Comply with regulatory requirements.

28. International Processing

Some website, analytics, communications, cloud or technology service providers may process information outside South Africa.

Where personal information is transferred across borders, we will endeavour to ensure that the transfer is conducted in accordance with applicable POPIA requirements.

Different countries may have different data-protection laws.

29. Information Security

We take reasonable technical and organisational measures intended to protect personal information against:

• Loss;

• Unauthorised access;

• Misuse;

• Alteration;

• Disclosure;

• Destruction; and

• Unlawful processing.

Measures may include:

• Password protection;

• Access controls;

• Website security measures;

• SSL/TLS encryption;

• Server security;

• Software updates;

• Malware protection;

• Account access restrictions; and

• Reasonable staff or contractor controls.

No website, email system or electronic storage method can be guaranteed to be completely secure.

30. Data Breaches

If we become aware of a security compromise involving personal information, we will take reasonable steps to investigate and address the incident.

Where required by POPIA, affected parties and/or the Information Regulator may be notified in accordance with applicable legal requirements.

31. How Long We Keep Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected or as required by law.

Retention periods may depend on:

• Contractual requirements;

• Tax obligations;

• Accounting requirements;

• Warranty periods;

• Insurance requirements;

• Dispute periods;

• Legal claims;

• Regulatory obligations; and

• Legitimate business record-keeping needs.

When information is no longer required, it may be securely deleted, destroyed or de-identified.

32. Customer Records

Records relating to plumbing jobs may be retained for legitimate business purposes.

These may include:

• Quotations;

• Invoices;

• Service dates;

• Property addresses;

• Work performed;

• Products installed;

• Warranty information;

• Customer communications; and

• Payment records.

Maintaining these records can assist with future maintenance, warranty claims and dispute resolution.

33. Direct Marketing

We may contact existing or prospective customers about services, offers or relevant business information where this is permitted by applicable law.

Where consent is required, marketing communications will only be sent where the appropriate consent has been obtained.

Customers may opt out of direct marketing communications at any time.

An unsubscribe request does not prevent us from sending necessary operational communications relating to an existing booking, invoice, warranty, complaint or service.

34. Your Rights Under POPIA

Subject to applicable law, you may have the right to:

• Ask whether we hold personal information about you;

• Request access to your personal information;

• Request correction of inaccurate information;

• Request deletion or destruction of information where legally permitted;

• Object to certain processing;

• Withdraw consent where processing is based on consent;

• Object to direct marketing;

• Request information about how your personal information is processed; and

• Lodge a complaint with the Information Regulator.

These rights may be subject to lawful limitations.

35. Requests to Correct Information

If you believe personal information we hold about you is inaccurate or outdated, please contact us with the corrected information.

We may take reasonable steps to verify your identity before making changes.

36. Requests for Access

You may request access to personal information that we hold about you, subject to applicable law.

We may request proof of identity before providing information in order to protect customer privacy.

Certain information may lawfully be withheld where disclosure would affect another person’s rights, reveal legally privileged information or where another legal ground for refusal applies.

37. Deletion Requests

You may request deletion or destruction of personal information where permitted by law.

We may be unable to delete certain information where retention is required for:

• Tax;

• Accounting;

• Legal;

• Contractual;

• Warranty;

• Fraud-prevention; or

• Dispute-resolution purposes.

Where deletion is not possible, we may continue to retain the information only to the extent lawfully required.

38. Identity Verification

Before responding to certain privacy requests, we may request information reasonably necessary to verify the identity of the person making the request.

This is intended to prevent personal information from being disclosed to an unauthorised person.

39. Third-Party Websites

Our website may contain links to websites operated by third parties.

We are not responsible for the privacy practices, security or content of independent third-party websites.

Users should review the privacy policy of any external website they visit.

40. Social Media

If you communicate with us through social media platforms, your information may also be processed by the relevant social media provider.

Your interaction with those platforms is governed by their own terms and privacy policies.

41. Website Security and Abuse Prevention

We may process technical information for website security purposes, including to:

• Detect malicious requests;

• Prevent spam;

• Prevent fraud;

• Block abusive traffic;

• Investigate attacks;

• Protect forms;

• Protect customer information; and

• Maintain website availability.

This information may include IP addresses, request logs, browser information and timestamps.

42. Automated Decision-Making

We do not ordinarily use personal information to make decisions about customers solely through automated processing that produces significant legal or similar effects.

Website security and spam systems may, however, automatically identify or block suspicious activity.

43. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

• Changes in law;

• Changes to our website;

• Changes to our services;

• New technology;

• New service providers; or

• Changes in our business practices.

The latest version published on the website will apply from its stated effective date.

44. Information Officer

In accordance with POPIA, enquiries regarding the processing of personal information may be directed to the person responsible for privacy and information protection within the business.

Where required, details of the applicable Information Officer or Deputy Information Officer may be provided through our published contact information.

45. Complaints

If you believe your personal information has been handled incorrectly, please contact us first so that we can investigate the matter.

You may also have the right to lodge a complaint with the South African Information Regulator.

Information about the regulator is available from the official Information Regulator of South Africa.

46. Contact Us

For privacy-related questions, requests, objections or complaints, please contact us using the contact details published on:

Plumber-Plumbers.co.za

Website: plumber-plumbers.co.za

When submitting a privacy request, please provide sufficient information for us to identify the relevant records and verify your identity where necessary.

47. Governing Law

This Privacy Policy is governed by the laws of the Republic of South Africa.

Nothing in this policy is intended to limit any rights granted to a data subject under POPIA or any other applicable legislation.