Privacy Policy

Introduction

Drain Masters (“we,” “us,” or “our”) is committed to protecting your privacy and personal information. This Privacy Policy explains how we collect, use, store, and protect your personal information in accordance with the Protection of Personal Information Act (POPIA) and other applicable South African laws.

By using our services or visiting our website, you consent to the collection and use of your information as described in this Privacy Policy.

Information We Collect

Personal Information

We collect personal information that you voluntarily provide when you:

• Request a quote or service
• Schedule an appointment
• Contact us via phone, email, or website
• Create an account on our website
• Sign service agreements or contracts
• Make payments for services

This information may include:

• Full name
• Physical address
• Email address
• Phone number
• Property details
• Payment information
• Company name and VAT number (for business clients)

Service-Related Information

During service delivery, we may collect:

• Property access information
• Details about your drainage and plumbing systems
• Photos and video footage from CCTV pipe inspections
• Service history and maintenance records
• Technical specifications of work performed
• Site condition observations

Automatically Collected Information

When you visit our website, we may automatically collect:

• IP address
• Browser type and version
• Device information
• Pages visited and time spent on pages
• Referring website
• Date and time of visit
• Operating system

Location Information

We collect property location information to:

• Provide accurate service quotes
• Schedule technicians efficiently
• Navigate to your property
• Determine service coverage area

How We Use Your Information

We use your personal information for the following purposes:

Service Delivery

• Processing service requests and appointments
• Providing drainage and plumbing services
• Communicating about scheduled services
• Following up on completed work
• Maintaining service records

Business Operations

• Generating quotes and invoices
• Processing payments
• Managing customer accounts
• Maintaining accurate business records
• Complying with accounting and tax requirements

Communication

• Responding to inquiries and requests
• Sending appointment confirmations and reminders
• Providing service updates and notifications
• Sharing maintenance recommendations
• Sending service-related information

Legal Compliance

• Meeting legal and regulatory obligations
• Responding to lawful requests from authorities
• Protecting our legal rights
• Enforcing our terms and conditions
• Preventing fraud and misuse

Business Improvement

• Analyzing service quality and customer satisfaction
• Improving our services and operations
• Training staff
• Developing new services
• Understanding customer needs

Legal Basis for Processing

We process your personal information based on:

• Consent: You have given explicit consent for specific processing activities
• Contract: Processing is necessary to fulfill our service agreement with you
• Legal Obligation: Processing is required to comply with South African laws
• Legitimate Interests: Processing is necessary for our legitimate business interests while respecting your privacy rights

Information Sharing and Disclosure

We do not sell, rent, or trade your personal information to third parties. We may share your information in the following limited circumstances:

Service Providers

We may share information with trusted third-party service providers who assist with:

• Payment processing
• Accounting and bookkeeping
• IT services and website hosting
• Communication services
• Scheduling and dispatch systems

These providers are contractually obligated to protect your information and use it only for specified purposes.

Legal Requirements

We may disclose information when required by law or in response to:

• Court orders or legal processes
• Government or regulatory requests
• Protection of our rights, property, or safety
• Prevention or investigation of suspected illegal activities
• Enforcement of our terms and conditions

Business Transfers

In the event of a merger, acquisition, or sale of business assets, customer information may be transferred to the acquiring entity, subject to the same privacy protections.

With Your Consent

We may share information for purposes not listed here if we obtain your explicit consent.

CCTV Pipe Inspection Footage

Video footage from camera inspections is collected for:

• Diagnosing drainage problems
• Documenting pipe condition
• Providing evidence for recommended repairs
• Creating service records

Footage is provided to you as part of the service. We retain copies for our records and quality assurance purposes. Footage may contain images of your property’s internal pipe systems but not living spaces or personal areas.

Data Security

We implement reasonable technical and organizational measures to protect your personal information from unauthorized access, disclosure, alteration, or destruction.

Security measures include:

• Secure storage of physical records
• Password-protected digital systems
• Encrypted transmission of sensitive data
• Access controls limiting who can view information
• Regular security assessments
• Staff training on data protection

Despite our efforts, no security system is completely impenetrable. We cannot guarantee absolute security of information transmitted over the internet or stored in our systems.

Data Retention

We retain your personal information for as long as necessary to:

• Fulfill the purposes for which it was collected
• Meet legal, accounting, and regulatory requirements
• Resolve disputes and enforce agreements
• Maintain service history for warranty purposes

Specific retention periods:

• Active customer records: Duration of business relationship plus 5 years
• Service records and invoices: 5 years from service date (tax requirement)
• CCTV inspection footage: Up to 3 years
• Payment records: 5 years (tax requirement)
• Communication records: 2 years from last contact

After retention periods expire, we securely delete or anonymize personal information.

Your Rights Under POPIA

You have the following rights regarding your personal information:

Right to Access

You may request confirmation of what personal information we hold about you and obtain copies of that information.

Right to Correction

You may request correction of inaccurate, incomplete, or outdated information.

Right to Deletion

You may request deletion of your personal information, subject to legal retention requirements and legitimate business needs.

Right to Object

You may object to certain processing activities, including marketing communications.

Right to Restrict Processing

You may request that we limit how we use your information in certain circumstances.

Right to Data Portability

You may request a copy of your information in a structured, commonly used format.

Right to Lodge a Complaint

You may lodge a complaint with the Information Regulator if you believe we have violated your privacy rights.

Exercising Your Rights

To exercise any of these rights, contact us using the details provided at the end of this policy. We will respond to requests within 30 days as required by POPIA.

We may require verification of your identity before processing requests to protect your information from unauthorized access.

Some requests may be subject to legal limitations or business requirements that prevent immediate compliance.

Marketing Communications

We may send you information about:

• Special offers and promotions
• New services
• Maintenance reminders
• Seasonal tips and advice

You can opt out of marketing communications at any time by:

• Clicking the unsubscribe link in emails
• Contacting us directly
• Updating your communication preferences

Opting out of marketing does not affect service-related communications necessary for fulfilling our obligations to you.

Cookies and Website Tracking

Our website may use cookies and similar technologies to:

• Remember your preferences
• Analyze website traffic and usage
• Improve website functionality
• Provide relevant content

You can control cookie settings through your browser. Disabling cookies may affect website functionality.

We do not use cookies to collect personally identifiable information without your consent.

Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of these external sites. We encourage you to review their privacy policies before providing any information.

Children’s Privacy

Our services are not directed to individuals under 18 years of age. We do not knowingly collect personal information from children. If we become aware that we have collected information from a child, we will delete it promptly.

Information Accuracy

We rely on you to provide accurate and complete information. Please notify us of any changes to your contact details or other personal information to ensure we can serve you effectively.

Cross-Border Data Transfers

Your information is stored and processed in South Africa. We do not routinely transfer personal information outside South Africa. If international transfers become necessary, we will implement appropriate safeguards to protect your information.

Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices, services, or legal requirements. Changes become effective upon posting to our website.

We will notify you of significant changes through:

• Email notification to registered customers
• Prominent notice on our website
• Direct communication for material changes affecting your rights

Continued use of our services after changes indicates acceptance of the updated policy.

Information Regulator Contact

If you have concerns about our privacy practices that we have not adequately addressed, you may contact:

Information Regulator (South Africa) JD House, 27 Stiemens Street Braamfontein, Johannesburg, 2001

P.O Box 31533 Braamfontein, Johannesburg, 2017

Complaints email: complaints.IR@justice.gov.za General inquiries: inforeg@justice.gov.za

Contact Us

For questions, concerns, or requests regarding this Privacy Policy or your personal information, contact:

Drain Masters Johannesburg, Gauteng, South Africa

We are committed to addressing your privacy concerns promptly and transparently.

Consent

By using our services or providing your personal information to us, you consent to the collection, use, and disclosure of your information as described in this Privacy Policy.

You may withdraw consent at any time by contacting us, subject to legal and contractual restrictions.