NATS Pets Courier (Pty) Ltd, Reg. 2024/611248/07 ("NATS", "we", "our", "us") is committed to protecting your privacy in accordance with the Protection of Personal Information Act, 4 of 2013 (POPIA). This policy explains how we collect, use, store, and protect your personal information when you use our platform.
Account information: When you register, we collect your name, email address, and optionally your phone number.
Booking information: When you make a booking, we collect pickup and drop-off addresses, contact details for the pickup and drop-off parties, animal details (type, breed, name), and travel preferences.
Payment information: Payments are processed by PayFast. We do not store your card details. We receive confirmation of payment status and a PayFast transaction reference.
Usage data: We collect standard web analytics data including pages visited, session duration, and device type to improve our platform.
Communications: If you contact us via WhatsApp or email, we retain those communications to resolve queries and improve our service.
Service delivery: To process and fulfil your bookings, communicate collection and delivery details, and send trip updates via WhatsApp and email.
Account management: To maintain your account, process authentication, and allow you to view your booking history.
Communications: To send booking confirmations, dispatch notifications, and service-related updates. We do not send unsolicited marketing without your consent.
Legal compliance: To comply with applicable South African law, including tax and business record-keeping requirements.
Service improvement: To analyse usage patterns and improve our platform, routes, and service quality.
Drivers and operators: We share pickup and drop-off contact details and animal information with our drivers and transport operators solely for the purpose of fulfilling your booking.
Payment processor: We share necessary transaction data with PayFast to process payments securely.
Service providers: We use Supabase (database), Vercel (hosting), Resend (email), and Pindo (WhatsApp notifications) as infrastructure providers. These providers process data on our behalf and are contractually bound to protect it.
Legal requirements: We may disclose information where required by law, court order, or government authority.
No sale of data: We do not sell, rent, or trade your personal information to third parties for marketing purposes under any circumstances.
Booking records: We retain booking records for a minimum of five years for legal and tax compliance purposes.
Account data: Your account data is retained while your account is active. You may request deletion of your account at any time.
Communications: Support communications are retained for up to two years.
Access: You have the right to request a copy of the personal information we hold about you.
Correction: You have the right to request correction of inaccurate or incomplete information.
Deletion: You have the right to request deletion of your personal information, subject to legal retention requirements.
Objection: You have the right to object to the processing of your personal information for direct marketing purposes.
Complaint: You have the right to lodge a complaint with the Information Regulator of South Africa at inforeg.org.za.
Technical measures: We use industry-standard security measures including encrypted connections (HTTPS), row-level security on our database, and access controls.
Payment security: All payment data is handled exclusively by PayFast, which is PCI DSS Level 1 certified.
Breach notification: In the event of a data breach that poses a risk to your rights, we will notify you and the Information Regulator as required by POPIA.
Essential cookies: We use session cookies necessary for authentication and booking flow. These cannot be disabled without affecting functionality.
Analytics: We may use anonymised analytics to understand usage patterns. No personally identifiable information is shared with analytics providers.
We may update this privacy policy from time to time. Material changes will be communicated via email or a notice on our platform. Continued use of our service after changes constitutes acceptance.
For any privacy-related queries, requests, or complaints, contact us at support@natspetscourier.co.za or via WhatsApp. Include "Privacy" in your message subject.