Our Privacy Policy

The Protection of Personal Information Act

Customer Privacy Notice

We Take Your Privacy Seriously

This policy explains how The Frozen Food Courier (Blue Sage Distribution (Pty) Ltd, Registration No: 2015/398273/07, VAT No: 4960272567) collects, uses, and protects your personal information when you use our temperature-controlled courier services.

Our contact details:

We comply with South Africa’s Protection of Personal Information Act (POPIA) and the new 2025 regulations. This means we handle your information properly, legally, and transparently.

QUICK REFERENCE SUMMARY (The full terms below apply)

  • What we collect: Names, addresses, phone numbers, emails (especially mobile numbers and emails for recipients)
  • Why we collect it: To deliver your frozen goods and send you delivery updates
  • Who we share it with: Only delivery partners and service providers (never sold)
  • Your rights: Access, correct, delete, object, complain – all free
  • How to contact us: Phone, email, SMS, WhatsApp, post, in person – your choice
  • Marketing: Only with permission. Say no anytime.
  • Security: Multiple layers of protection for your information
  • Questions: Contact our Information Officer on +27 82 575 0085 or hello@thefrozenfoodcourier.co.za

1. WHO LOOKS AFTER YOUR INFORMATION?

Our Information Officer is responsible for protecting your data.

Contact our Information Officer:

If you have any questions or concerns about your personal information, contact our Information Officer using any method above.

2. YOUR RIGHTS – WHAT YOU CAN DO

Under POPIA, you have the following rights:

You can:

  • Know what information we have about you
  • Get a copy of your information
  • Fix incorrect information
  • Ask us to delete your information
  • Object to how we use your information
  • Say no to marketing messages
  • Complain to the Information Regulator if you’re unhappy

All of these rights are FREE. We won’t charge you anything.

3. HOW TO EXERCISE YOUR RIGHTS – LOTS OF OPTIONS!

The new 2025 regulations say you can contact us ANY way that works for you, completely free:

Important about phone calls: If you call us to give consent or object to something, we’ll record the call. We’re required to do this by law. If you want a copy of the recording or a written transcript, just ask – it’s free.

We’ll respond within 30 days.

4. WHAT INFORMATION DO WE COLLECT?

We’re a courier service, so we need certain information to deliver your goods successfully.

Information About the Sender (the person booking the delivery):

  • Your name
  • Your address
  • Your phone number and email address
  • Company name and registration number (for businesses)
  • VAT number (for invoicing)

Information About the Recipient (the person receiving the delivery):

This is essential – we can’t deliver without it:

  • Full name
  • Complete delivery address (including street, suburb, gate codes)
  • Mobile phone number (we MUST have this)
  • Email address (we MUST have this)

Why do we need the recipient’s mobile and email?

We send SMS, WhatsApp, and email notifications at every stage:

  • “Your delivery is scheduled”
  • “We’ve dispatched your delivery”
  • “We’re on our way”
  • “Delivered!” (or if there was a problem)

Without a mobile number and email, we can’t coordinate delivery, contact the recipient if there’s an access problem, or confirm successful delivery. No mobile and email = no delivery service.

Information About Your Delivery:

  • What you’re sending (description of goods)
  • Weight and number of parcels
  • Any special instructions (gate codes, delivery notes)
  • Temperature requirements
  • Insurance details (if requested)

Information We Collect Automatically:

When you visit our website:

  • Your IP address and location (to estimate shipping costs)
  • What browser you’re using
  • What pages you visit
  • When you visit

Communication Records:

  • Emails, SMS, and WhatsApp messages between us
  • Phone call recordings (when you give consent or exercise your rights)
  • Forms you fill in on our website

What we DON’T collect:

  • Credit card details (we don’t process online payments)
  • Bank account information
  • Passwords or sensitive financial data

5. HOW WE USE YOUR INFORMATION

We only use your information for clear purposes:

To Deliver Your Goods:

  • Process your booking
  • Plan our delivery routes
  • Send you delivery updates (SMS, WhatsApp, email)
  • Contact you if there’s a delivery issue
  • Get proof that we delivered successfully
  • Monitor temperature during transport (for frozen goods)

To Run Our Business:

  • Send invoices to account customers
  • Keep delivery records (required by law)
  • Improve our service
  • Respond to your questions

Marketing (Only With Your Permission):

  • Send you special offers or service updates
  • Newsletter subscriptions

You can say “no” to marketing at any time. Just email, call, text, or WhatsApp us. We’ll stop within 3 business days.

6. WHY WE’RE ALLOWED TO USE YOUR INFORMATION

We process your information because:

  1. You hired us to deliver goods – we need your information to do the job
  2. You gave us permission – like agreeing to receive marketing
  3. We have legitimate business reasons – like preventing fraud or keeping records
  4. The law requires it – like tax and accounting obligations

You can withdraw permission (consent) at any time, but we may still need some information to complete deliveries or meet legal requirements.

7. WHO WE SHARE YOUR INFORMATION WITH

We never sell your information. Ever.

We share information only when necessary:

Service Providers Who Help Us:

  • Twilio – sends SMS and WhatsApp notifications
  • Google – handles emails and data storage
  • WPMU DEV – hosts our website
  • Cloudflare – protects our website from spam

Delivery Partners:

  • Sub-contracted couriers (for areas we don’t cover directly)
  • Freight partners (Fridge Freight, LMC Express, Safe Fly Express)
  • Cold storage facilities

All partners must protect your information and follow POPIA.

When Required By Law:

  • Court orders
  • Government requests
  • Tax authorities
  • To prevent fraud or protect our rights

To the Recipient:

We share the sender’s name and contact details with recipients so they know who sent the goods and can contact them if needed.

8. HOW WE PROTECT YOUR INFORMATION

We take security seriously:

Physical Security:

  • Secure offices and vehicles
  • Access controls
  • CCTV where appropriate

Digital Security:

  • Encrypted website (look for the padlock in your browser)
  • Password-protected systems
  • Regular security updates
  • Secure backups

Staff Training:

  • All staff trained on data protection
  • Strict confidentiality agreements
  • Access only on a need-to-know basis

No system is 100% secure, but we do everything reasonable to protect your information. If there’s ever a breach, we’ll tell you and the Information Regulator.

9. HOW LONG WE KEEP YOUR INFORMATION

We don’t keep information longer than necessary:

  • Active deliveries: While we’re providing services
  • Completed deliveries: 5 years (required by law for disputes and audits)
  • Financial records: 5 years (required by tax law)
  • Marketing preferences: Until you unsubscribe
  • Website logs: Up to 24 months
  • Call recordings: 3 years from the date of the call

After these periods, we permanently delete your information or make it anonymous so you can’t be identified.

You can ask us to delete your information earlier, but we might have to keep some records for legal reasons.

10. COOKIES – WHAT ARE THEY?

Cookies are small files that remember your preferences when you visit our website.

We Use Cookies To:

  • Remember your settings
  • Understand how people use our website
  • Estimate shipping costs based on your location
  • Prevent spam
  • Make the website work properly

You Can Control Cookies:

Go to your browser settings and:

  • Block all cookies
  • Block certain cookies
  • Delete cookies
  • Get notifications when cookies are used

Note: Blocking cookies might stop some parts of our website from working properly.

For more details, see our Cookie Policy.

11. THIRD-PARTY SERVICES

Our website uses various services to function. Each has its own privacy policy:

Key Services:

We don’t control these services, but we carefully choose providers who take privacy seriously.

12. INTERNATIONAL DATA TRANSFERS

Some of our service providers (like Google, Twilio, Cloudflare) process data outside South Africa.

We ensure they:

  • Have proper security measures
  • Follow international privacy standards
  • Protect your information properly

By using our services, you agree to this international processing, which helps us provide reliable delivery notifications and website services.

13. CHILDREN’S PRIVACY

Our services aren’t for children under 18.

We don’t knowingly collect information from children. If you’re under 18, please don’t give us your information.

If you’re a parent and think your child gave us their information, contact us immediately and we’ll delete it.

14. MARKETING MESSAGES – YOUR CHOICE

We’ll only send marketing if you agree to it.

You Can Say No At Any Time:

  • Click “unsubscribe” in any marketing email
  • Reply “STOP” to any marketing SMS
  • Email, call, or WhatsApp us
  • Use any contact method in Section 3

We’ll stop marketing within 3 business days. This is your absolute right – no questions asked.

Important: If you say no to marketing, you’ll still get essential delivery notifications (like “your package is on the way”). Those aren’t marketing – they’re part of the service.

15. COMPLAINTS – WE’RE HERE TO HELP

Not happy? Here’s what to do:

Step 1: Contact Us First

Reach out to our Information Officer (see Section 1) using any method in Section 3. We’ll:

  • Acknowledge your complaint within 14 days
  • Investigate properly
  • Respond within 30 days

Step 2: Contact the Information Regulator

If you’re still not satisfied, you can complain to:

Information Regulator (South Africa)

You can also take legal action if your rights have been violated.

16. CHANGES TO THIS POLICY

We might update this policy from time to time:

  • To comply with new laws
  • To reflect changes in our services
  • To improve how we protect your information

The date at the top shows when we last updated it.

If we make big changes, we’ll let you know by:

  • Putting a notice on our website
  • Emailing account holders
  • Giving you at least 30 days’ notice (where possible)

If you keep using our services after changes, it means you accept the new policy.

17. YOUR AGREEMENT

By using our courier services or website, you:

✓ Confirm you’ve read and understood this policy
✓ Agree to how we collect and use your information
✓ Understand that we NEED the recipient’s mobile number and email to deliver
✓ Agree to receive delivery notifications (SMS, WhatsApp, email)
✓ Know your rights and how to exercise them

If you don’t agree, please don’t use our services.

You can withdraw your agreement at any time, but this might mean we can’t deliver for you anymore (especially if you won’t provide essential contact details).

18. IMPORTANT DETAILS FOR LEGAL PURPOSES

Definitions:

“Personal Information” means any information that identifies you, including:

  • Names, addresses, phone numbers, emails
  • ID numbers, company registration numbers
  • Delivery instructions and access codes
  • IP addresses and location data

“Processing” means anything we do with your information – collecting it, storing it, using it, sharing it, or deleting it.

“Data Subject” means you – the person whose information we’re processing.

“Information Officer” means the person we’ve appointed to handle data protection (see Section 1).

Legal Basis:

This policy complies with:

  • Protection of Personal Information Act, 2013 (Act No. 4 of 2013)
  • POPIA Amendment Regulations 2025 (Government Notice No. 6126)

Governing Law:

This policy is governed by South African law. Any disputes will be handled by South African courts.

Severability:

If any part of this policy is found to be invalid, the rest remains valid and enforceable.

19. CONTACT US

Questions? Concerns? Requests?

The Frozen Food Courier
Blue Sage Distribution (Pty) Ltd
Registration No: 2015/398273/07
VAT No: 4960272567

Information Officer: Ockert Cameron
Phone: +27 82 575 0085
Email: hello@thefrozenfoodcourier.co.za
Website: www.thefrozenfoodcourier.co.za
Office Hours: Monday to Friday, 08:00 to 17:00

We’re here to help. Contact us anytime using any method that works for you.

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