Privacy Policy

1. Introduction

RoborockSA (“we”, “us”, “our”) is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store and protect your personal information when you visit roborocksa.co.za or make a purchase from us.

We comply with the Protection of Personal Information Act 4 of 2013 (POPIA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). By using our website, you consent to the collection and use of your personal information as described in this policy.

2. Information We Collect

We collect the following categories of personal information:

Information you provide directly:

• Full name
• Email address
• Delivery address and billing address
• Phone number (if provided)
• Payment information (processed securely by PayFast — we do not store card details)
• Messages and enquiries submitted via our contact form

Information collected automatically:

• IP address and browser type
• Pages visited and time spent on site
• Referring website
• Device type and operating system

We do not collect sensitive personal information such as identity numbers, race, religion, health information, or biometric data.

3. How We Use Your Information

• We use your personal information for the following purposes:
• Processing and fulfilling your orders
• Sending order confirmations and delivery updates
• Responding to your enquiries and support requests
• Processing returns, refunds and warranty claims
• Improving our website and customer experience
• Complying with legal obligations
• Preventing fraud and ensuring website security

We will only send you marketing communications if you have opted in to receive them. You may unsubscribe at any time by clicking the unsubscribe link in any marketing email or by contacting us via our contact form.

4. Legal Basis for Processing

We process your personal information on the following legal grounds:

• Contract performance — to fulfil orders you have placed with us
• Legal obligation — to comply with South African law
• Legitimate interests — to improve our services and prevent fraud
• Consent — for marketing communications (where applicable)

5. Sharing Your Information

We do not sell, rent or trade your personal information to third parties. We may share your information with:

• PayFast — to securely process your payment. PayFast’s privacy policy is available at payfast.io
• Courier and logistics companies — to deliver your order (name and address only)
• Our hosting provider (Vander.host) — who stores website data on secure South African servers
• Law enforcement or regulatory authorities — if required by law

All third parties we work with are required to handle your personal information in accordance with applicable privacy laws.

6. Cookies

Our website uses cookies to improve your browsing experience. Cookies are small text files stored on your device. We use:

• Essential cookies — required for the website and shopping cart to function
• Analytics cookies — to understand how visitors use our site (anonymised data)
• Preference cookies — to remember your settings and preferences

You can control cookies through your browser settings. Disabling essential cookies may affect your ability to use our shopping cart and checkout.

7. Data Security

We take reasonable technical and organisational measures to protect your personal information against unauthorised access, loss, or misuse. These include:

• SSL encryption (HTTPS) on all pages of our website
• Secure payment processing through PayFast (we never store your card details)
• Regular security scans and malware monitoring via Wordfence
• Access controls limiting who can access customer data

No method of transmission over the internet is completely secure. While we do our best to protect your information, we cannot guarantee absolute security.

8. Data Retention

We retain your personal information for as long as necessary to fulfil the purposes outlined in this policy and to comply with our legal obligations:

• Order records — 5 years (for tax and legal compliance)
• Contact form submissions — 12 months
• Website analytics data — 26 months (anonymised)
• Marketing preferences — until you unsubscribe

After the applicable retention period, your personal information is securely deleted or anonymised.

9. Your Rights Under POPIA

As a South African data subject, you have the right to:

• Access — request a copy of the personal information we hold about you
• Correction — request that we correct inaccurate or incomplete information
• Deletion — request that we delete your personal information (subject to legal obligations)
• Objection — object to the processing of your personal information
• Withdraw consent — withdraw consent for marketing communications at any time
• Complaint — lodge a complaint with the Information Regulator of South Africa

To exercise any of these rights, please contact us via the contact form at roborocksa.co.za/contact. We will respond within 30 days.

The Information Regulator of South Africa can be contacted at: inforeg.org.za

10. Children’s Privacy

Our website is not directed at children under the age of 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us immediately and we will delete it.

11. Links to Third-Party Websites

Our website contains links to third-party websites including the official Roborock global website (global.roborock.com) and PayFast (payfast.io). We are not responsible for the privacy practices of these websites and encourage you to review their privacy policies.

12. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated effective date. Your continued use of our website following any changes constitutes acceptance of the updated policy. We recommend reviewing this page periodically.

13. Contact Us & Information Officer

For any questions, requests or complaints regarding your personal information or this Privacy Policy, please contact us:
Via our contact form: roborocksa.co.za/contact

As required by POPIA, RoborockSA has designated an Information Officer who is responsible for ensuring compliance with data protection obligations. Contact details are available via the contact form above.

If you are not satisfied with our response, you have the right to lodge a complaint with the Information Regulator of South Africa at inforeg.org.za.