Privacy Policy

1. Our commitment

Planet24 respects your privacy and processes personal information in line with the Protection of Personal Information Act 4 of 2013 (POPIA). Planet24 is the responsible party for personal information collected on the Platform.

2. Information we collect

We collect only what we need:

• Account details: name, email address, phone number and password (stored only as a secure hash).
• Delivery details: addresses and delivery instructions.
• Order details: items bought, order history, returns and support messages.
• Seller details: business name, registration and VAT numbers, contact details and, once payouts are enabled, bank details.
• Technical data: IP address, browser type and essential cookies used to keep you signed in and secure.

3. Why we use it

We use personal information to:

• create and manage your account;
• process, deliver and support your orders, returns and refunds;
• verify Sellers and pay them for completed sales;
• prevent fraud and keep the Platform secure;
• send service emails such as order updates and password resets;
• send marketing only if you have opted in — you can unsubscribe at any time.

4. Who we share it with

We never sell your personal information. We share it only as needed with:

• the Seller fulfilling your order (name, delivery address and contact number);
• courier partners delivering your parcel;
• our payment provider, to process payments and refunds;
• hosting and email service providers bound by confidentiality;
• authorities where required by law.

5. Where it is stored

Our Platform and database are hosted on dedicated servers we manage. Where a service provider processes data outside South Africa, we ensure an adequate level of protection as required by section 72 of POPIA.

6. How we protect it

We use encrypted connections (HTTPS), hashed passwords, access controls by role, audit logs and regular encrypted backups. No system is perfectly secure; if a breach affects you, we will notify you and the Information Regulator as POPIA requires.

7. How long we keep it

We keep account information while your account is active, and order and financial records for at least 5 years as required by tax and financial law. After that, information is deleted or anonymised.

8. Your rights

Under POPIA you may:

• ask what personal information we hold about you and receive a copy;
• ask us to correct or delete inaccurate or unnecessary information;
• object to processing, including direct marketing;
• withdraw consent where processing relies on consent;
• lodge a complaint with the Information Regulator (inforeg.org.za).

9. Privacy requests

Use the official contact channels on our Contact Us page for a privacy request or question and clearly mark your enquiry as a Planet24 privacy request.