Your Privacy Matters

1. About this Privacy Policy

Builders City is a hardware and building materials business serving customers through its physical store and online services.

We aim to handle personal information responsibly and in accordance with applicable South African privacy requirements, including the Protection of Personal Information Act 4 of 2013 (POPIA), where applicable.

2. Information we may collect

Depending on how you interact with Builders City, we may collect different types of information.

Information you provide directly

• Name and surname.
• Email address.
• Telephone or mobile number.
• Account login information.
• Delivery and collection information.
• Quotation and purchasing information.
• Information submitted when contacting customer support.
• Information contained in messages or enquiries sent to us.

Order and transaction information

When you purchase products or request services, we may process information relating to the products ordered, quantities, prices, delivery or collection details, quotations, order status and transaction records.

Technical information

When you use our website, technical information may be collected automatically by the website or its service providers. This may include information such as IP address, browser type, device information, pages visited, approximate usage information and technical logs.

3. How we use personal information

Builders City may use personal information for purposes including:

• Creating and managing customer accounts.
• Processing online orders and quotations.
• Preparing products for collection or delivery.
• Communicating with customers about orders.
• Responding to enquiries and support requests.
• Processing payments and maintaining transaction records.
• Managing returns, refunds and product-related issues.
• Maintaining website and account security.
• Preventing fraud, abuse or unauthorised activity.
• Improving our website, products and customer services.
• Sending relevant business communications where permitted.
• Meeting applicable legal, regulatory or accounting requirements.

Lawful processing

Depending on the circumstances, processing may be based on your consent, the performance of a contract or steps taken at your request, a legal obligation, or another lawful justification recognised by applicable law.

4. When information may be shared

Builders City does not treat customer information as something to be freely distributed. Information may, however, need to be shared with appropriate parties where this is necessary to operate our business.

These parties may include:

• Payment service providers involved in processing transactions.
• Delivery or logistics providers where delivery is requested.
• Technology and hosting providers supporting our website.
• Service providers assisting with website maintenance or security.
• Professional advisers where reasonably necessary.
• Government authorities or regulators where disclosure is legally required.

Where third parties process information on our behalf, we seek to use appropriate arrangements and safeguards consistent with applicable requirements.

5. Payments and financial information

Payments may be processed through third-party payment services or other payment channels made available by Builders City.

Where a third-party payment provider handles the actual payment transaction, payment information may be processed directly by that provider according to its own privacy and security practices.

6. WhatsApp and other communications

Customers may contact Builders City through WhatsApp, telephone, email, the website or other communication channels we make available.

Information you choose to send through these channels may contain personal information. We may use that information to respond to your enquiry, assist with a quotation, discuss an order, arrange delivery or provide customer support.

WhatsApp and other third-party communication services are operated by their respective providers and may be subject to their own terms and privacy practices.

7. Cookies and website technology

Our website may use cookies, sessions and similar technologies to provide essential functionality and improve the user experience.

These technologies may help the website remember information such as login sessions, shopping activity, preferences and other functionality required for the website to operate.

Some third-party services integrated into the website may also use their own technologies in accordance with their respective policies.

8. How long we keep information

We retain personal information only for as long as it is reasonably necessary for the purpose for which it was collected, or for longer where required or permitted by applicable law.

The appropriate retention period may depend on the type of information, the nature of the customer relationship, outstanding transactions, legal requirements and legitimate business needs.

9. Security of personal information

Builders City takes reasonable measures to protect personal information against unauthorised access, disclosure, alteration, loss or misuse.

Security measures may include access controls, authentication mechanisms, secure hosting practices, system monitoring, backups and other technical or organisational safeguards appropriate to the nature of the information.

No online system can be guaranteed to be completely secure. Customers should also take reasonable steps to protect their account credentials and devices.

10. Your privacy rights

Subject to applicable law and any lawful limitations, you may have rights relating to your personal information, including the right to:

• Request access to personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion where the law permits or requires it.
• Object to certain forms of processing where applicable.
• Object to or manage direct marketing communications where applicable.
• Raise concerns about how your personal information is being handled.

Requests may be subject to reasonable verification requirements and applicable legal limitations.

Direct marketing

Where applicable, customers may choose not to receive certain marketing communications. This does not necessarily affect essential transactional or service communications relating to an order, quotation, account or support request.

Information Regulator

If you have a privacy concern that cannot be resolved directly with us, you may have the right to approach the South African Information Regulator in accordance with applicable law and its procedures.

11. Children

Our online shopping services are intended for customers who are legally able to enter into the relevant transactions.

We do not knowingly seek to collect personal information from children where such collection is prohibited by applicable law.

12. Third-party websites and services

Our website may contain links, payment services, communication tools or integrations operated by other organisations.

Once you leave our website or interact directly with a third-party service, that organisation's own terms and privacy policy may apply. Builders City is not responsible for the privacy practices of independent third-party websites.

13. Cross-border processing

Some technology or service providers used by online businesses may process information outside South Africa. Where personal information is transferred across borders, Builders City will take the steps required by applicable law for such transfers.

14. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, technology, business practices or applicable legal requirements.

When changes are made, the updated version will be published on this website with its revised content.

15. Contact Builders City about privacy

If you have a question about this Privacy Policy or would like to make a privacy-related enquiry, contact Builders City using the details below.