Privacy Policy

1. Introduction

Welcome to the NaturesFarmacy Customer Portal App ("App"), operated by NaturesFarmacy (Pty) Ltd ("NaturesFarmacy", "we", "us", or "our"). We are committed to protecting the privacy and security of your personal information in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA) and all other applicable South African legislation.

This Privacy Policy explains how we collect, use, store, share, and protect your personal information when you use our App to browse products, place orders, manage your account, or interact with our customer services at https://naturesfarmacy.co.za/.

By downloading, accessing, or using the NaturesFarmacy Customer Portal App, you acknowledge that you have read, understood, and agree to the terms of this Privacy Policy. If you do not agree, please discontinue use of the App.

2. Information We Collect

We collect personal information to provide and improve our services. The categories of information we may collect include:

2.1 Information You Provide Directly

Full name, email address, phone number, and password when you register an account
Billing and shipping address(es)
Payment information (processed securely via third-party payment gateways; we do not store full card details)
Order history, returns, and product preferences
Communications you send to us, including support queries and feedback

2.2 Information Collected Automatically

Device information (device type, operating system, unique device identifiers)
Usage data (pages viewed, search queries, items added to cart, time spent in-app)
IP address and approximate geographic location (country/city level)
App crash reports and performance diagnostics
Cookies and similar tracking technologies (see Section 7)

2.3 Information From Third Parties

Social login data if you choose to sign in via a third-party provider (e.g., Google or Facebook)
Payment verification data from our payment processing partners
Fraud prevention signals from security service providers

3. How We Use Your Information

We process your personal information only for lawful purposes. Specifically, we use your information to:

Create and manage your customer account
Process, fulfil, and deliver your orders
Send order confirmations, shipping updates, and delivery notifications
Process payments and prevent fraudulent transactions
Respond to your queries, complaints, and support requests
Send you promotional communications and personalised offers (only with your consent)
Improve the App's functionality, design, and product recommendations
Comply with legal obligations, including tax and consumer protection laws
Detect, investigate, and prevent security incidents or abuse

We will not use your personal information for purposes incompatible with those listed above without obtaining your prior consent.

4. Legal Basis for Processing

Under POPIA, we process your personal information on the following grounds:

Contractual necessity – to fulfil orders and deliver services you have requested
Legal obligation – to comply with applicable South African laws and regulations
Legitimate interest – to improve our App, prevent fraud, and ensure security
Consent – for marketing communications and optional personalisation features

Where we rely on your consent, you may withdraw it at any time by contacting us or adjusting your in-app preferences. Withdrawal of consent does not affect the lawfulness of processing carried out prior to withdrawal.

5. Sharing Your Information

We do not sell, rent, or trade your personal information. We may share it with trusted third parties only in the following circumstances:

5.1 Service Providers

We engage reputable third-party service providers who process data on our behalf, including:

Payment processors (e.g., PayFast, Peach Payments, or similar) for secure transaction processing
Logistics and courier partners for order delivery
Cloud hosting and infrastructure providers
Customer support and communication platforms
Analytics and marketing tools

All service providers are contractually required to handle your data securely and only for the purposes we specify.

5.2 Legal and Regulatory Disclosures

We may disclose personal information where required by law, court order, or regulatory authority, or where necessary to protect the rights, property, or safety of NaturesFarmacy, our customers, or the public.

5.3 Business Transfers

In the event of a merger, acquisition, or sale of assets, your personal information may be transferred as part of that transaction. We will notify you via email or prominent in-app notice before your information is transferred and becomes subject to a different privacy policy.

6. Data Retention

We retain your personal information for as long as necessary to fulfil the purposes described in this Policy, unless a longer retention period is required or permitted by law. In general:

Account data is retained for the duration of your account and for up to 5 years thereafter
Transaction and order records are retained for a minimum of 5 years to comply with tax and consumer law obligations
Marketing preferences are retained until you withdraw consent or request deletion
Support communications are retained for up to 3 years

When personal information is no longer required, we securely delete or anonymise it.

7. Cookies and Tracking Technologies

Our App and associated website use cookies and similar technologies (such as pixels and local storage) to enhance your experience, remember preferences, and analyse App usage. Types of cookies we use include:

Essential cookies – required for the App to function correctly (e.g., session management, shopping cart)
Analytics cookies – used to understand how users interact with the App so we can improve it
Marketing cookies – used to deliver relevant promotional content (only with your consent)

You may control cookie preferences through your device settings or our in-app cookie consent tool. Disabling essential cookies may affect App functionality.

8. Data Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, loss, destruction, or disclosure. These measures include:

Encryption of data in transit using TLS/SSL protocols
Secure storage with access controls and authentication requirements
Regular security assessments and vulnerability testing
Staff training on data protection and security practices

While we take every reasonable precaution, no method of transmission over the internet is 100% secure. If you suspect a security incident involving your account, please contact us immediately.

9. Your Rights Under POPIA

As a data subject under the Protection of Personal Information Act 4 of 2013, you have the following rights:

Right of access – to request a copy of the personal information we hold about you
Right to rectification – to request correction of inaccurate or incomplete information
Right to erasure – to request deletion of your personal information, subject to legal obligations
Right to object – to object to the processing of your personal information on legitimate interest grounds
Right to withdraw consent – to withdraw previously given consent for marketing or other optional processing

To exercise any of these rights, please contact our Information Officer (see Section 13). We will respond to verified requests within 30 days.

10. Children's Privacy

The NaturesFarmacy Customer Portal App is not intended for use by persons under the age of 18. We do not knowingly collect personal information from minors. If we become aware that we have inadvertently collected information from a person under 18 without appropriate parental consent, we will take steps to delete that information promptly.

If you believe a minor has provided us with personal information, please contact us immediately.

11. Cross-Border Data Transfers

Some of our service providers may be located outside South Africa. Where personal information is transferred across borders, we ensure that the recipient country or organisation provides an adequate level of protection, or we implement appropriate safeguards such as data processing agreements with standard contractual clauses, as required under POPIA.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make material changes, we will:

Update the "Last Updated" date at the top of this document
Post the revised Policy within the App
Notify you via email or in-app notification for significant changes

Your continued use of the App after the effective date of any revised Policy constitutes your acceptance of the changes.

13. Contact Us – Information Officer

For any questions, concerns, or requests relating to this Privacy Policy or the processing of your personal information, please contact our designated Information Officer:

NaturesFarmacy (Pty) Ltd
Website: https://naturesfarmacy.co.za/
Email: privacy@naturesfarmacy.co.za