Privacy Policy

At PLAKA, we respect your privacy and are committed to protecting your personal information in line with applicable data protection laws, including the Protection of Personal Information Act, 2013 (POPIA).

This Privacy Policy explains what personal information we collect, why we collect it, how we use it, who we share it with, how long we keep it, and what rights you have.

1. Who we are
Responsible Party: Queen Plaka (PTY) Ltd
Trading name: PLAKA
Website: www.plakaonline.co.za
Email: info@plakaonline.co.za
Phone: +27 79 214 0441

2. Personal information we collect
We may collect the following categories of personal information:

Identity and contact details: name, surname, email address, phone number.
Account details: username, password hash, account preferences.
Order and delivery details: billing address, delivery address, order history, transaction references.
Payment-related details: payment status and payment references from payment providers. We do not store full card numbers or CVV.
Communications: messages sent via contact forms, email, chat, or customer support.
Technical and usage data: IP address, browser type, device information, pages viewed, timestamps, referral URLs.
Marketing preferences: consent and opt-out preferences for email/SMS/WhatsApp marketing.
3. How we collect your information
We collect information:

Directly from you when you place an order, create an account, sign up for updates, or contact us.
Automatically through cookies and similar technologies when you browse our website.
From service providers (for example payment gateways, fraud prevention tools, and shipping partners) when needed to process orders.
4. Why we process your information
We process personal information to:

Create and manage your account.
Process, fulfill, and deliver your orders.
Handle payments, refunds, returns, and customer support.
Send transactional communications (order confirmations, delivery updates, service notices).
Send marketing communications where permitted and/or where you have consented.
Improve website performance, security, and user experience.
Detect and prevent fraud, abuse, or unauthorised activity.
Meet legal, tax, accounting, and regulatory obligations.
5. Legal grounds for processing
Where required, we process your information based on:

Your consent.
Performance of a contract with you (for example, processing your order).
Compliance with legal obligations.
Legitimate business interests, provided your rights are not overridden.
6. Cookies and tracking technologies
We use cookies and similar technologies to:

Keep the website functional (for example, cart/session functionality).
Remember your preferences.
Understand traffic and usage.
Improve performance and content relevance.
You can control cookies through your browser settings. Disabling some cookies may affect website functionality.

7. Sharing your personal information
We may share your personal information with trusted operators/service providers, including:

Website hosting and infrastructure providers.
Payment gateways and payment processors.
Courier and logistics partners.
Email/SMS/CRM communication platforms.
Security, fraud prevention, and analytics providers.
Professional advisers and auditors where required.
We only share what is necessary for the relevant purpose and require appropriate confidentiality and security measures.

8. International transfers
Some service providers may process data outside South Africa. Where this happens, we take reasonable steps to ensure appropriate protection and lawful transfer safeguards.

9. Data retention
We keep personal information only for as long as necessary for the purposes described in this policy, including legal, tax, accounting, and dispute-resolution requirements.

Typical retention approach:

Account information: while account is active, then for a reasonable period after closure.
Order/transaction records: retained for required compliance and financial record periods.
Marketing records: until you opt out or withdraw consent.
Support communications: for service quality, legal, and operational purposes for a limited period.
When information is no longer required, we securely delete, anonymize, or de-identify it.

10. Security safeguards
We apply reasonable technical and organizational safeguards to protect personal information against loss, unauthorized access, alteration, disclosure, or destruction.
No online system is completely risk-free, but we continuously review and improve our controls.

11. Your rights
Subject to applicable law, you may request to:

Access your personal information.
Correct inaccurate or incomplete information.
Delete information where we are not required to keep it.
Object to certain processing.
Withdraw consent where processing is based on consent.
Request restriction of processing in specific circumstances.
Opt out of direct marketing at any time.
To exercise your rights, contact us at: info@plakaonline.co.za.

12. Direct marketing
We may send marketing communications where legally permitted. You can opt out at any time by:

Clicking unsubscribe in email communications.
Replying STOP where supported.
Contacting us directly at info@plakaonline.co.za
13. Children’s privacy
Our website and products are not intended to knowingly collect personal information from children without lawful basis and required authorisation. If you believe a child has provided personal information unlawfully, contact us and we will investigate and act appropriately.

14. Third-party links and services
Our website may include links to third-party websites or tools. Their privacy practices are governed by their own policies, not this policy.

15. Changes to this Privacy Policy
We may update this policy from time to time. The latest version will always be published on this page with the updated effective date.

16. Contact us
For privacy questions, requests, or complaints, contact:

Information Officer / Privacy Contact: Puseletso Laka
Email: info@plakaonline.co.za
Phone: +27 79 214 0441

If you are not satisfied, you may lodge a complaint with the Information Regulator (South Africa):

Website: https://inforegulator.org.za
General enquiries: enquiries@inforegulator.org.za
POPIA complaints: POPIAComplaints@inforegulator.org.za
Phone: 010 023 5200 / 0800 017 160