Privacy
Policy.

About this notice

This Privacy Policy applies to personal information processed through houseofpalay.co.za and information you provide when contacting or buying from House of Palay.

Personal information means information that identifies you or can reasonably be linked to you, such as your name, email address, phone number, delivery details and order information.

Who is responsible for your information

Trading name: House of Palay

Owner / operator: Palisa Tumane

Physical business address: 883 Monamodi Street, Qalabotjha, 9840, South Africa

Privacy / customer email: houseofpalay@gmail.com

Telephone / WhatsApp: 082 488 5007

Information we collect

When you place an order

We may collect your first name, surname, email address, phone or WhatsApp number, delivery area, street address, suburb, postal code, order notes, products selected, quantities, sizes, colours or other product options, order number and order totals.

When you join the Queens List

We collect the email address you submit so that House of Palay can send the store updates you requested.

When you contact us

We may keep information you choose to send by email, WhatsApp or social media where reasonably necessary to answer your question, assist with an order or resolve a complaint.

Technical information

Like most websites, our website and service providers may process standard technical information such as IP address, browser or device information, page requests and security logs needed to operate, protect and troubleshoot the site.

Why we use personal information

We use personal information only where reasonably necessary for purposes such as:

• creating, processing and confirming orders;
• calculating delivery and arranging fulfilment;
• communicating about an order, return, exchange, refund or support request;
• processing or verifying payment through our payment provider;
• preventing duplicate orders, fraud, abuse or technical errors;
• keeping appropriate business and transaction records;
• complying with applicable legal, accounting or regulatory obligations; and
• sending Queens List updates where you have requested them.

Who we share information with

House of Palay does not sell customer personal information. We may share only the information reasonably required with service providers that help us operate the store, process orders and provide the requested service.

Depending on the transaction, these may include PayFast for payment processing, Make.com for order automation, email/form processing services such as FormSubmit, Microsoft or spreadsheet/storage services used for order administration, delivery or courier providers, website hosting providers, and professional or regulatory advisers where required.

We may also disclose information where required by law, a valid legal process, or where reasonably necessary to protect customers, House of Palay or others against fraud or unlawful activity.

Payments

Online payments are handed to PayFast for secure payment processing. House of Palay's checkout is not designed to collect your full bank card number, card PIN or card security code.

PayFast may process payment related information under its own terms and privacy practices. Never send passwords, PINs or full card security details to House of Palay through email, WhatsApp or social media.

Browser storage & website technology

The website uses browser storage, including local storage, to make shopping work smoothly. This may store information such as your shopping bag, a pending checkout, an order number or a recent receipt on the device and browser you are using.

This helps keep your bag available, prevents accidental duplicate order notifications and allows the confirmation page to display your recent order details. Clearing your browser data may remove these locally stored details.

The website also loads certain third party resources, such as web fonts, and connects to service providers needed for checkout, order processing and email submissions. Those providers may receive standard technical information when your browser connects to their services.

Queens List & marketing

When you enter your email address and choose Join the list, you request House of Palay email updates about matters such as new products, restocks, specials or store news.

You may ask us to stop sending these updates at any time by contacting houseofpalay@gmail.com. Transactional messages about an order may still be sent where necessary to complete or support your purchase.

How long we keep information

We keep personal information only for as long as reasonably needed for the purpose for which it was collected, to manage orders and customer service, to meet legal or accounting obligations, or to establish, exercise or defend legal rights.

Different records may therefore be kept for different periods. When information is no longer reasonably required, we aim to delete, de identify or securely dispose of it where appropriate.

Security

House of Palay takes reasonable steps to protect personal information against loss, misuse, unauthorised access, alteration or disclosure. No internet service can promise absolute security, so customers should also protect their own devices, passwords and payment credentials.

If we become aware of a security compromise involving personal information, we will take the steps required by applicable law and cooperate with relevant service providers or authorities where necessary.

Your privacy rights

Subject to applicable law, you may ask House of Palay to confirm whether we hold personal information about you, request access to it, ask for inaccurate or outdated information to be corrected, or request deletion or restriction where the law allows it.

You may also object to certain processing or withdraw consent where processing depends on consent. Withdrawal does not affect processing that was lawful before withdrawal, and some information may still need to be retained where required by law or reasonably necessary for an existing transaction or legal claim.

To make a privacy request, email houseofpalay@gmail.com. We may ask for reasonable information to verify that the request relates to you before disclosing or changing personal information.

Cross border processing

Some technology or service providers may operate systems outside South Africa. Where personal information is transferred or processed across borders, House of Palay will aim to handle the transfer in accordance with POPIA and other applicable requirements.

Changes to this policy

We may update this Privacy Policy when the website, our service providers or legal requirements change. The latest version will be published on this page with an updated date.

Contact & complaints

If you believe your personal information has not been handled appropriately, you may also approach South Africa's Information Regulator. Current regulator details are available at inforegulator.org.za. At the date of this policy, the Regulator lists enquiries@inforegulator.org.za and 010 023 5200 as general contact details.