Privacy policy
Last Updated - 1st October
1. Who we are and what this policy covers
This policy explains how Online Retail Management ("ORM", "we", "us") collects, uses and protects your personal information when you visit ormpartner.com, buy from us, open a trade account or contact us. We process personal information in line with the Protection of Personal Information Act 4 of 2013 (POPIA).
For the purposes of POPIA, ORM is the responsible party for the personal information described here.
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Sales@ormpartner.com |
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Phone and WhatsApp |
+27 76 165 9135 |
This policy applies to ormpartner.com and to any order, enquiry or account handled through it. It does not cover orders you place with us through Takealot, Leroy Merlin or any other marketplace, which are governed by that marketplace's own privacy policy.
2. What we collect and how
We collect only what we need to sell, deliver and support the products you buy. Most of it comes directly from you; some is collected automatically when you use the site.
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Category |
Examples |
How we get it |
|---|---|---|
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Identity and contact |
Name, email address, phone number |
Checkout, account sign-up, contact forms, email, WhatsApp, calls |
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Delivery and billing |
Delivery address, billing address, delivery instructions |
Checkout |
|
Order and transaction |
Products bought, order value, order history, returns and warranty claims |
Your orders and our records |
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Payment |
Confirmation that payment succeeded, payment method type |
Our payment provider. We do not see or store your full card details |
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Trade account |
Business name, VAT number, company registration number, trade references, contact person |
Trade account application |
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Communications |
Messages, enquiries, product questions, call notes |
Live chat, email, WhatsApp, phone |
|
Marketing preferences |
Whether you have opted in to email or SMS, and your opt-out choices |
Sign-up forms and checkout |
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Technical and usage |
IP address, device and browser type, pages viewed, products searched, referring site |
Cookies and similar technologies (section 5) |
We do not knowingly collect special personal information as defined in POPIA, such as health, religious or biometric information. Please do not send it to us.
3. Why we use it
We use your personal information only for the purposes below, each with a lawful basis under section 11 of POPIA.
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Purpose |
Lawful basis |
|---|---|
|
Processing and delivering your order, including sharing your address with the courier |
Performance of our contract with you |
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Handling returns, refunds and warranty claims |
Performance of our contract with you |
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Answering your enquiries and product or specification questions |
Performance of a contract, or steps you asked us to take before one |
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Opening and managing trade accounts and bulk quotes |
Performance of a contract, or steps you asked us to take before one |
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Keeping accounting, tax and VAT records |
Legal obligation |
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Preventing fraud and keeping the site secure |
Our legitimate interest and yours |
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Understanding how the site is used so we can improve it |
Our legitimate interest, and your consent for non-essential cookies |
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Sending marketing emails, SMS or WhatsApp messages |
Your consent, or the existing-customer rule in section 69 |
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Showing you relevant adverts on other platforms |
Your consent for marketing cookies |
Direct marketing
We will only send you marketing if you have opted in, or if you have bought from us and the message is about similar products we sell. Every marketing message includes a free way to unsubscribe, and we will stop as soon as you do. Opting out of marketing does not affect order, delivery or warranty messages, which we must send to fulfil your purchase.
We do not sell, rent or trade your personal information to anyone.
4. Who we share it with
We share personal information only with service providers (operators) who need it to do work for us, and only under written agreements that require them to keep it secure and confidential.
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Provider type |
Why they receive it |
|---|---|
|
Shopify |
Hosts the website, checkout and order records |
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Payment providers, including [ORM: payment gateway] and our buy now, pay later partner |
Process payments and instalment applications |
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Couriers, including Fastway, The Courier Guy and MDS |
Deliver your order and contact you about delivery |
|
Sage |
Accounting, invoicing and tax records |
|
Email and SMS platform (Klaviyo) |
Sends order updates and, if you opted in, marketing |
|
Analytics and advertising (Google, Meta) |
Measure site use and ad performance, subject to your cookie choices |
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Customer support tools (Shopify Inbox, WhatsApp) |
Let us answer your messages |
|
Our professional advisers and website agency |
Accounting, legal and website maintenance |
We may also disclose information where the law requires it, to protect our rights or to prevent fraud, or if ORM's business is sold or restructured, in which case the new owner will be bound by this policy.
Transfers outside South Africa
Some of these providers, including Shopify, Google, Meta and Klaviyo, store information on servers outside South Africa. We only use providers that are bound by laws, binding agreements or corporate rules giving a level of protection substantially similar to POPIA, as section 72 requires.
5. Cookies, retention and security
Cookies
Cookies are small files stored on your device. We use three kinds:
- Essential cookies keep your cart, checkout and login working. The site cannot function without them.
- Analytics cookies tell us which pages and products people use, so we can improve the site.
- Marketing cookies let Google and Meta measure our adverts and show you relevant ones elsewhere.
Analytics and marketing cookies are only set once you accept them in the cookie banner. You can change your choice at any time through the cookie settings link in the website footer, or by clearing cookies in your browser.
How long we keep it
|
Information |
Kept for |
|---|---|
|
Orders, invoices and payment records |
5 years after the transaction, as tax law requires |
|
Trade account records |
The life of the account, then 5 years |
|
Customer account details |
Until you close your account |
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Support conversations |
2 years after the last message |
|
Marketing contact details |
Until you unsubscribe, then only a suppression record so we do not contact you again |
|
Analytics data |
Up to 26 months |
When information is no longer needed, we delete it or anonymise it so it can no longer identify you.
Security
The site runs on encrypted HTTPS connections, and card payments are handled by PCI-compliant payment providers, so we never hold your full card number. Access to customer information is limited to staff and providers who need it. If we become aware of a breach that affects your information, we will notify you and the Information Regulator as section 22 of POPIA requires.
6. Your rights and how to contact us
Under POPIA you have the right to:
- Ask whether we hold personal information about you, and request a copy of it
- Ask us to correct information that is inaccurate, incomplete or out of date
- Ask us to delete information we no longer have a lawful reason to keep
- Object to us processing your information on the basis of legitimate interest
- Withdraw your consent at any time, including to marketing and non-essential cookies
- Lodge a complaint with the Information Regulator
To use any of these rights, email Sales@ormpartner.com with the subject line "POPIA request". We may ask you to confirm your identity before acting, and we will respond within 30 days. Requests are free, except where the law allows a prescribed fee for copies of records, which we will tell you about first.
Children
The site is intended for people aged 18 and over. We do not knowingly collect information from anyone under 18. If you believe a child has given us their information, contact us and we will delete it.
Changes to this policy
We may update this policy when our services or the law change. The date at the top shows when it was last updated, and we will email account holders about any significant change.
Contact us
Email: Sales@ormpartner.com Phone and WhatsApp: +27 76 165 9135 Information, Johannesburg
The Information Regulator
If you are unhappy with how we have handled your information, you can complain to the Information Regulator (South Africa).
Website: inforegulator.org.za Complaints: POPIAComplaints@inforegulator.org.za General enquiries: enquiries@inforegulator.org.za Address: JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001