Privacy Notice

1. Responsible party

K2026530858 (South Africa) (Pty) Ltd, trading as Rawh Foods, is the responsible party for personal information processed through this website under the Protection of Personal Information Act 4 of 2013 (“POPIA”).

The responsible party’s full details are set out under Responsible party details at the foot of this page.

Registration of the Information Officer with the Information Regulator is in progress. This does not affect your rights below, which you may exercise at any time using the contact details above.

2. Personal information we collect

Depending on how you interact with us, we may collect:

• Your name, email address and telephone number.
• Your street address, city, province and postal code.
• Order requests, products, quantities, totals, payment and refund records, delivery status, correspondence and complaints.
• Information you send through email, telephone, social media or WhatsApp.
• Technical information ordinarily recorded by our hosting systems, such as IP address, date, time, requested page, browser and security events.
• Cart product identifiers stored in your own browser.

We collect most information directly from you. We may receive delivery or payment-status information from a courier, bank or payment service involved in your transaction.

3. Why and on what basis we use information

We process information only where reasonably necessary to:

• Take steps at your request, prepare a quotation, conclude and perform a sale.
• Verify stock, process payment records, arrange delivery, handle returns, refunds, safety issues and complaints.
• Communicate transactional information you expect.
• Comply with tax, accounting, consumer-protection, food-safety, access-to-information and other legal duties.
• Protect customers, prevent fraud, secure the website and establish or defend legal claims.
• Send electronic marketing only where POPIA permits it and you have not opted out.

Our lawful justification may be your consent, performance of or steps connected with a contract, compliance with law, protection of a legitimate interest, or pursuit of our legitimate interests where your rights do not override them.

4. Voluntary and required information

Browsing and marketing consent are voluntary. Contact, order and delivery details become contractually necessary if you ask us to quote and deliver. If you do not provide them, we cannot process the request or deliver products. Information required by law must be retained even if you later request deletion.

5. Who may receive information

We do not sell personal information. We may share only what is reasonably necessary with authorised staff, hosting and IT providers, couriers, payment or banking providers, professional advisers, insurers, fraud-prevention services, regulators, law-enforcement bodies where lawfully required, and a purchaser or successor during a properly managed business transaction.

Service providers processing information for us must be subject to appropriate confidentiality, security and processing terms.

6. WhatsApp and social platforms

If you choose “Send order to Rawh on WhatsApp,” the website prepares a message containing your order reference, products, subtotal, name, phone number, email address and delivery address. The information is sent to WhatsApp/Meta only when you choose to open and send that message.

WhatsApp and other social platforms also process information under their own terms and privacy notices. Do not use those channels for card credentials, passwords, PINs or one-time passwords.

7. Processing outside South Africa

Some technology providers, including WhatsApp/Meta, web-hosting infrastructure and the Google Fonts service currently used by the site, may process technical or message information outside South Africa. We will use providers and safeguards that meet POPIA’s cross-border transfer requirements and will identify material destinations or safeguards when final provider arrangements are confirmed.

8. Cookies, local storage and fonts

The storefront currently uses browser localStorage to remember product identifiers in your cart on that device. It is functional storage and contains no name, email, telephone number or address. You can remove it by clearing site data in your browser.

No advertising or behavioural-analytics tracker is intentionally configured in this version. Google Fonts may receive ordinary connection information when your browser downloads fonts. If non-essential analytics or advertising technology is added, this notice and any required preference control will be updated before activation.

9. How long we keep information

• Cart identifiers remain on your device until you clear the cart or browser storage.
• Uncompleted enquiries and non-binding requests are ordinarily retained for up to 24 months unless needed for a complaint, safety matter or legal claim.
• Confirmed order, payment, delivery, tax and accounting records are ordinarily retained for at least five years or any longer period required by law.
• Complaint, return and food-safety records are kept until the matter and relevant legal or recall period ends.
• Marketing records are kept until you opt out, after which minimal suppression information may be retained to honour the opt-out.
• Routine security logs are kept only for a proportionate security period unless an incident requires longer preservation.

We securely delete, destroy or de-identify information when it is no longer needed.

10. Security

We use reasonable technical and organisational safeguards appropriate to the information and risks, including access restriction, credential management, secure transport, backups, system maintenance, staff confidentiality, provider oversight and incident response. No internet system is risk-free.

If there are reasonable grounds to believe unauthorised access or acquisition has occurred, we will investigate, mitigate and notify the Information Regulator and affected people as soon as reasonably possible where POPIA requires.

11. Direct marketing

Submitting an order request does not subscribe you to marketing. Any marketing checkbox must be separate, optional and unchecked. Electronic marketing will identify the sender and provide a simple way to opt out. You may object or opt out at any time without charge.

12. Your rights

Subject to POPIA, PAIA and applicable exceptions, you may ask whether we hold information about you, request access, request correction or deletion, object to processing, withdraw consent where consent is the basis, request evidence of authorisation, and complain about processing.

Email hello@rawhfoods.co.za. We may verify your identity before disclosing or changing information. Access to records is also addressed in our PAIA Manual.

13. Complaints and updates

Please give us an opportunity to address a privacy concern. You may also complain to the Information Regulator (South Africa) through its current official complaint channels.

We may update this notice when processing changes or the law requires. The new version and effective date will be displayed here before material new processing begins.

14. Getting a copy of this notice

You may ask us for a copy of this notice at any time, free of charge. Email hello@rawhfoods.co.za or call 078 695 0571 and we will send it to you in a form you can store, reproduce and print. You do not have to give a reason for asking.

If you need it in a different format, such as large print or read to you over the telephone, tell us what would suit you and we will accommodate a reasonable request.

You may also ask which version of this notice applied on a particular date, for example the date you submitted an order request. We keep superseded versions and will provide the relevant one on request. Our PAIA Manual explains how to request access to other records we hold.