Balustrader respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, and share information in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA) and other applicable South African legislation.

1. Who We Are

Balustrader is a South African supplier of stainless steel balustrade components, operating from Cape Town and Johannesburg. This Privacy Policy applies to all customers, visitors, and individuals who interact with us through our website (www.balustrader.co.za), by telephone, email, or in person.

2. What Personal Information We Collect

We may collect the following categories of personal information:

  • Contact details — name, phone number, email address, and physical or delivery address.
  • Order information — products purchased, quantities, order history, and payment records.
  • Communication records — emails, WhatsApp messages, or phone calls between you and our team.
  • Technical data — IP address, browser type, device information, and website usage data collected via cookies.
  • Financial information — payment method details processed securely by our payment gateway (we do not store full card details).

3. How We Collect Your Information

We collect personal information in the following ways:

  • When you place an order on our website or in person.
  • When you contact us by phone, email, or WhatsApp.
  • When you subscribe to our newsletter or mailing list.
  • Automatically through cookies and website analytics tools when you visit our website.

4. Why We Collect & Use Your Information

We use your personal information for the following lawful purposes:

  • To process, fulfil, and deliver your orders.
  • To communicate with you about your order status, tracking, and any queries.
  • To provide technical support and product guidance.
  • To comply with our legal and regulatory obligations.
  • To improve our website, products, and customer service.
  • To send you relevant marketing communications, where you have consented to receive them.

5. Sharing Your Information

We do not sell, rent, or trade your personal information. We may share your data with trusted third parties only where necessary, including:

  • Courier and logistics partners — to fulfil and deliver your order.
  • Payment processing providers — to handle your payment securely.
  • IT and website service providers — to maintain and improve our website and systems.

All third parties with whom we share data are required to handle it securely and in accordance with applicable privacy legislation.

6. Cookies

Our website uses cookies to improve your browsing experience and to analyse website traffic. Cookies are small text files stored on your device. You may disable cookies in your browser settings; however, this may affect the functionality of certain parts of our website.

7. Data Security

We take reasonable technical and organisational measures to protect your personal information from unauthorised access, disclosure, alteration, or destruction. Our payment processing is handled by a PCI-DSS compliant gateway. However, no method of transmission over the internet is 100% secure, and we cannot guarantee absolute security.

8. Data Retention

We retain personal information for as long as is necessary to fulfil the purposes outlined in this policy, or as required by South African law. Order and financial records are typically retained for a minimum of five years in accordance with tax and accounting legislation.

9. Your Rights Under POPIA

Under the Protection of Personal Information Act (POPIA), you have the right to:

  • Access the personal information we hold about you.
  • Request correction of inaccurate or outdated information.
  • Request deletion of your personal information, subject to legal retention requirements.
  • Object to or withdraw consent for marketing communications at any time.
  • Lodge a complaint with the Information Regulator of South Africa if you believe your rights have been violated.

To exercise any of these rights, please contact us using the details below.

10. Direct Marketing

We will only send you marketing communications if you have opted in to receive them. You may unsubscribe from marketing emails at any time by clicking the unsubscribe link in the email, or by contacting us directly. We will process your opt-out request promptly.

11. Children’s Privacy

Our website and services are not directed at children under the age of 18. We do not knowingly collect personal information from minors. If you believe a minor has submitted personal information to us, please contact us immediately.

12. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be published on this page with an updated revision date. We encourage you to review this policy periodically.

13. Contact Us

If you have any questions, please don’t hesitate to get in touch with our team.

📧  Email: sales@balustrader.co.za
📞  Phone / WhatsApp: +27 64 044 1440
🌐  Website: www.balustrader.co.za
📍  Showroom: Cape Town

Business hours: Monday – Friday, 08:00 – 17:00 (SAST)