Privacy Policy

1. Introduction

Best Appliances ("we", "us", "our") respects your privacy and is committed to protecting the personal information you share with us through our website bestappliances.co.za, by phone, by WhatsApp, by email, or in person during a service call. This Privacy Policy explains what information we collect, how we use it, with whom we share it, and the rights you have over your data. By using our website or requesting a repair from us, you agree to the practices described in this policy.

2. Information We Collect

We only collect the personal information we need to schedule, perform and follow up on appliance repairs. The categories of information we collect include:

• Identification details, your name, surname and (where relevant) ID number for warranty claims.
• Contact details, your phone number, WhatsApp number, email address and physical service address.
• Appliance details, the make, model, serial number and reported fault of the appliance to be repaired.
• Service records — quotes issued, parts used, work performed, payment status and warranty information.
• Website usage data — IP address, browser, device, pages visited and approximate location, gathered through cookies and analytics tools.

3. How We Use Your Information

We use the personal information you provide for the following lawful purposes:

• To respond to enquiries submitted via our contact form, phone, WhatsApp or email.
• To dispatch a technician to your address and complete the repair.
• To prepare quotations, invoices and warranty documentation.
• To communicate appointment confirmations, ETAs, follow-ups and aftercare reminders.
• To process payments and keep accounting records as required by South African law.
• To improve our website, services and customer experience.
• To comply with legal, regulatory and tax obligations.

4. Lawful Basis for Processing

In line with the Protection of Personal Information Act, 4 of 2013 ("POPIA"), we only process your personal information where one of the following lawful bases applies: your consent, the performance of a contract with you, our legitimate business interest, compliance with a legal obligation, or to protect your vital interests.

5. Sharing Your Information

We do not sell, rent or trade your personal information. We may share limited information with trusted third parties strictly to deliver our service:

• Our certified field technicians and dispatch team.
• Authorised parts suppliers when ordering replacement components.
• Payment processors and accounting providers.
• Hosting, analytics and email service providers that support our website and communications.
• Regulatory and law-enforcement authorities where compelled by law.

Every third-party processor we work with is bound by confidentiality obligations and is required to handle your information in accordance with POPIA.

6. Cookies & Website Analytics

Our website uses small text files called cookies to remember your preferences, measure traffic and improve performance. You can disable cookies through your browser settings, but some parts of the site may not function as intended. We may use Google Analytics or similar tools, which collect anonymised information about how visitors use our pages.

7. Data Security

We apply reasonable, industry-standard technical and organisational measures to protect your personal information from loss, unauthorised access, alteration, disclosure or destruction. This includes secure hosting, restricted internal access, encrypted form submissions where possible, and regular review of our security practices. No method of transmission over the internet is 100% secure, however, and we cannot guarantee absolute security.

8. How Long We Keep Your Information

We retain personal information only for as long as necessary to fulfil the purpose for which it was collected, to honour any active warranty, and to comply with our legal, accounting and tax obligations under South African law (typically a minimum of five years for tax records). Once that period lapses, we either securely delete or anonymise the information.

9. Your Rights Under POPIA

You have the right to:

• Request access to the personal information we hold about you.
• Request that we correct or update inaccurate information.
• Object to the processing of your information for direct marketing purposes.
• Request deletion of your information, subject to our legal retention obligations.
• Lodge a complaint with the Information Regulator of South Africa (inforegulator.org.za).

10. Marketing Communications

We may occasionally send you service updates, special offers or seasonal maintenance reminders. You can opt out of any of these messages at any time by replying "STOP" via WhatsApp/SMS, by clicking the unsubscribe link in our emails, or by emailing sales@bestappliances.co.za.

11. Children's Privacy

Our services are intended for adults aged 18 and over. We do not knowingly collect personal information from minors without parental or guardian consent. If you believe a child has submitted personal information to us, please contact us so we can remove it.

12. Third-Party Links

Our website may contain links to third-party websites such as WhatsApp, social platforms and manufacturer pages. We are not responsible for the privacy practices or content of those external sites. We recommend reviewing the privacy policy of every site you visit.

13. International Transfers

Some of our service providers (such as cloud hosting or email tools) may store data outside South Africa. Where this happens, we ensure adequate protection through contractual safeguards in line with POPIA's cross-border transfer requirements.

14. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology or legal requirements. The latest version will always be available on this page, and the "Last Updated" date at the top will reflect when changes were made. Continued use of our services after changes are posted constitutes acceptance of the updated policy.

15. Contact Us

For any privacy-related question, request or complaint, please contact our Information Officer:

Please also review our Terms & Conditions for the rules that govern the use of our website and our repair services.