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Privacy

Privacy Policy

This policy explains what personal information Whoo-Whoo Home Services collects, why we collect it, how we keep it safe, and the choices and rights you have. We process personal information in accordance with South Africa's Protection of Personal Information Act, 2013 (POPIA).

Effective date: 27 June 2026 Last updated: 27 June 2026

In short: we collect only what we need to look after your home, we keep an accurate record of the work we do for you (your Home Passport), we never sell your personal information, and you can ask to see, correct or delete it at any time.

01Who we are

Whoo-Whoo Home Services (Pty) Ltd ("Whoo-Whoo", "we", "us" or "our") is a home services provider operating in Stellenbosch and the wider Cape Winelands, Western Cape, South Africa. We are the "responsible party" for the personal information described in this policy.

  • Registered name: Whoo-Whoo Home Services (Pty) Ltd
  • Registration number: [company registration number]
  • Registered address: [registered street address], Stellenbosch, Western Cape
  • Information Officer: [Information Officer name]
  • Email: privacy@whoo-whoo.co.za

02Scope of this policy

This policy applies to personal information we process when you visit our website at www.whoo-whoo.co.za, contact us by phone, email or WhatsApp, request a quote or booking, receive services from us, or otherwise interact with us. It does not apply to third-party websites or services that we link to, which have their own privacy practices.

03Information we collect

We collect the following categories of personal information, depending on how you interact with us:

Information you give us

  • Contact details — your name, phone number, email address and the address of the property where work is needed.
  • Property and home information — details about your home and its systems (for example geyser, distribution board, gas installation), the work you request, and any access or scheduling notes you provide.
  • Communications — the content of messages, emails, WhatsApp chats and calls between you and us, including photos or documents you send us.

Information we generate when we serve you

  • Service records — the work performed, parts used, findings, recommendations, photos, compliance certificates issued, and follow-up or maintenance due-dates. Together these form your Home Passport (see section 7).
  • Booking and account information — your booking history, quotes, invoices and payment status.

Information collected automatically

  • Technical and usage data — when you visit our website we may collect limited technical information such as your device type, browser, approximate location and pages viewed, through cookies or similar technologies (see section 13).

Payment information

If you pay us electronically, payment is handled by a third-party payment provider. We do not store your full card details on our systems; we receive only confirmation of payment and limited transaction information.

04How we collect it

  • Directly from you — when you book, request a quote, message us, or speak to our team.
  • Through messaging platforms — for example when you contact us on WhatsApp (see section 6).
  • During service visits — when our team carries out and documents work at your property.
  • Automatically — through cookies and similar technologies when you use our website.

05Why we use your information

We process your personal information for the following purposes, each supported by a lawful basis under POPIA (such as the performance of our agreement with you, our legitimate interests, your consent, or compliance with the law):

  • To respond to your enquiries and provide quotes and bookings.
  • To deliver the home services you request and manage our team's work.
  • To create and maintain your Home Passport — an accurate, ongoing record of your property's systems and service history.
  • To issue compliance certificates and meet our legal, safety and record-keeping obligations.
  • To process payments and keep accounting records.
  • To communicate with you about appointments, follow-ups and maintenance reminders.
  • To improve our services, website and customer experience.
  • To send you service updates and, where you have agreed, occasional information about our services. You can opt out of marketing at any time.
  • To prevent fraud, protect our staff and customers, and comply with applicable law.

06WhatsApp, Facebook & Meta platforms

We may communicate with you through WhatsApp and other Meta platforms (such as Facebook or Instagram messaging). When you contact us this way:

  • We receive the information you choose to share, which may include your name, phone number, profile name and the content of your messages.
  • Meta Platforms processes your data on those platforms under Meta's own Privacy Policy and the WhatsApp Privacy Policy, which apply in addition to this policy. We do not control Meta's processing.
  • We use the messages and details you send only to respond to you and provide our services, as described in this policy.

Tip: messages you send us on WhatsApp are also subject to WhatsApp's end-to-end encryption and Meta's terms. Please don't share sensitive information you wouldn't want stored in a chat history.

07The Home Passport & how long we keep records

A core part of our service is your Home Passport — a longitudinal record of your property's systems, the work we carry out, and the certificates we issue. Because its value comes from being complete and continuous over time, we retain this information for as long as you remain our customer and for a reasonable period afterwards.

We keep personal information only for as long as necessary for the purposes set out in this policy, or as required by law (for example, tax and compliance-certificate record-keeping obligations). When information is no longer needed, we securely delete or de-identify it. You may ask us to delete your records at any time (see section 12), subject to records we are legally required to retain.

08Sharing your information

We do not sell your personal information. We share it only where necessary, and with appropriate safeguards, in the following circumstances:

  • Our tradespeople and operators — vetted service providers who carry out work at your property, and contractors who help us run the business. They are bound to use your information only to provide services on our behalf.
  • Service providers (operators) — trusted suppliers who process information on our instructions, such as hosting, communications, scheduling, payment processing and accounting providers.
  • Professional and regulatory bodies — where we are required to register or report compliance certificates.
  • Legal and safety reasons — where we are required to do so by law, court order or a regulator, or to protect our rights, property or the safety of any person.
  • Business transfers — if our business is sold or reorganised, your information may be transferred as part of that transaction, subject to this policy.
  • With your consent — for any other purpose we explain to you at the time.

09Cross-border transfers

Some of the service providers we use (for example cloud hosting or messaging platforms) may store or process information on servers outside South Africa. Where this happens, we take reasonable steps to ensure your information receives a level of protection consistent with POPIA, including appropriate contractual safeguards as required by section 72 of POPIA.

10How we protect your information

We take the security of your personal information seriously and apply reasonable technical and organisational measures to protect it against loss, unauthorised access, alteration or disclosure, as required by section 19 of POPIA. These include access controls, encryption in transit where appropriate, and limiting access to those who need it to do their work. No system is completely secure, but we work to protect your information and to respond promptly to any security incident.

11Your rights

Under POPIA, you have the right to:

  • Be told what personal information we hold about you and request access to it.
  • Ask us to correct or update information that is inaccurate, irrelevant, excessive, out of date or incomplete.
  • Request that we delete or destroy your personal information, subject to records we must keep by law.
  • Object, on reasonable grounds, to the processing of your personal information.
  • Withdraw consent where we rely on it (this won't affect processing already carried out).
  • Opt out of direct marketing at any time.
  • Lodge a complaint with the Information Regulator (see section 16).

To exercise any of these rights, email us at privacy@whoo-whoo.co.za. We may need to verify your identity before acting on your request.

12Deleting your data

You can ask us to delete the personal information we hold about you, including any data we have received through WhatsApp or other Meta platforms. Here's how:

To request deletion of your data:

  1. Email privacy@whoo-whoo.co.za with the subject line "Data deletion request".
  2. Tell us the name, phone number and/or email address linked to your records so we can identify them.
  3. We will confirm receipt and verify your identity to protect your account.
  4. We will delete the personal information we are not legally required to keep, and confirm once it's done — normally within 30 days.

Please note: we may be required by law (for example tax legislation or compliance-certificate regulations) to retain certain records for a set period. Where that applies, we will delete everything we can and securely retain only what the law requires, until we are permitted to delete it.

13Cookies & website analytics

Our website may use cookies and similar technologies to make the site work, remember your preferences, and understand how the site is used so we can improve it. You can control or delete cookies through your browser settings; disabling some cookies may affect how the site works. Where required, we will ask for your consent before using non-essential cookies.

14Children

Our services are intended for adults (the homeowners and occupiers we work with). We do not knowingly collect personal information about children except where it is provided by a competent adult in the course of arranging services for a household. If you believe we hold information about a child that should not be processed, please contact us.

15Changes to this policy

We may update this policy from time to time to reflect changes in our practices or the law. When we do, we will revise the "Last updated" date at the top of this page, and where the changes are significant we will take reasonable steps to let you know. Please check back periodically.

16Contact & complaints

If you have any questions about this policy or how we handle your personal information, or if you'd like to exercise your rights, please contact our Information Officer:

  • Email: privacy@whoo-whoo.co.za
  • Phone / WhatsApp: [contact number]
  • Post: [registered street address], Stellenbosch, Western Cape

If you are not satisfied with how we have handled your information, you have the right to complain to the regulator: