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Privacy Policy

Last updated: February 2026

1. Introduction

HomeSorted (Pty) Ltd ("HomeSorted", "we", "us", or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our platform, in compliance with the Protection of Personal Information Act (POPIA) of South Africa.

2. Information We Collect

Personal Information

  • Full name and contact details (email, phone number)
  • Physical address for service delivery
  • Government-issued ID (for provider verification)
  • Bank account details (for provider payouts)
  • Profile photos

Usage Information

  • Device information and IP address
  • Browser type and settings
  • App usage patterns and interactions
  • Location data (with your consent)

3. How We Use Your Information

  • To create and manage your account
  • To facilitate service bookings and payments
  • To verify provider identities and qualifications
  • To communicate about jobs and platform updates
  • To improve our services and user experience
  • To prevent fraud and ensure platform security
  • To comply with legal obligations

4. Information Sharing

We share your information with:

  • Service Providers/Clients: Necessary contact information to complete jobs
  • Payment Processors: PayFast for secure payment processing
  • Cloud Services: AWS for data storage and authentication
  • Legal Authorities: When required by law or to protect rights

We do not sell your personal information to third parties.

5. Data Security

We implement industry-standard security measures including:

  • Encryption of data in transit and at rest
  • Secure authentication through AWS Cognito
  • Regular security audits and monitoring
  • Access controls and employee training

6. Your Rights Under POPIA

Under the Protection of Personal Information Act 4 of 2013 ("POPIA"), you have the right to:

  • Access — request a copy of the personal information we hold about you (POPIA s.23)
  • Correction — request correction of inaccurate, misleading, outdated or incomplete information (POPIA s.24)
  • Deletion — request destruction of your personal information subject to our retention obligations below (POPIA s.24)
  • Object — object to the processing of your personal information on reasonable grounds (POPIA s.11(3))
  • Withdraw consent — at any time, without affecting the lawfulness of processing based on consent before withdrawal
  • Opt out of direct marketing — refuse marketing SMS/email/WhatsApp at first contact and on every subsequent communication (POPIA s.69)
  • Data portability — request your data in a commonly-used electronic format
  • Complain — lodge a complaint with the Information Regulator (South Africa) — see section 11

To exercise any of these rights, email privacy@homesorted.co.za. We will respond within 30 days.

7. Data Retention Periods

We retain your personal information only for as long as necessary for the purpose it was collected, or as required by law:

  • Account & profile data — for the lifetime of your account, plus 12 months after deletion for account recovery
  • Job history, bids, chat messages — 5 years after job completion (for dispute resolution and legal compliance)
  • Financial records (invoices, payouts, cash-collection logs) — 5 years after transaction (SARS requirement per the Tax Administration Act 28 of 2011)
  • Provider verification documents (ID, bank proof, police clearance, selfie) — for the lifetime of your provider account, then 3 years after deletion
  • Dispute records — 7 years (Consumer Protection Act limitation period)
  • Analytics & marketing data — anonymised after 24 months
  • Cookies & session data — up to 12 months, controllable via your browser

Once retention periods expire, data is permanently deleted from our systems within 90 days.

8. Cookies & Tracking Technologies

We use cookies and similar technologies to:

  • Essential: Keep you logged in (AWS Cognito session cookies)
  • Preferences: Remember your language selection (EN/AF/ZU/XH)
  • Analytics: Google Analytics 4 (aggregated usage, IP-anonymised)
  • Marketing: Meta Pixel (conversion measurement for paid ads on Facebook/Instagram)

You can control cookies through your browser settings or opt out of analytics/marketing cookies via the settings link in the footer. Blocking essential cookies will prevent you from logging in.

9. Cross-Border Data Transfers

Some of our infrastructure providers process data outside South Africa. Where this occurs, we ensure adequate protection through contractual safeguards (Data Processing Agreements) that meet POPIA s.72 requirements:

  • Amazon Web Services (USA) — DynamoDB storage, Cognito auth, S3 file storage (region: us-east-1)
  • SendGrid (USA) — transactional email delivery
  • Google Cloud (USA/EU) — Gemini AI for the concierge chat, Google Analytics 4
  • Meta Platforms (Ireland) — Meta Pixel conversion tracking (marketing cookies only)
  • Vercel (USA) — application hosting
  • OneSignal (USA) — push-notification delivery

All transfers are covered by standard contractual clauses. You may object to any cross-border transfer by contacting our Information Officer.

10. Children's Privacy

Our services are not intended for and may not be used by anyone under the age of 18. We do not knowingly collect personal information from children under 18. If we become aware that a child under 18 has provided personal information, we will delete it immediately. Parents or guardians who believe their child has provided information should contact privacy@homesorted.co.za.

11. Complaints & Regulatory Escalation

If you are not satisfied with how we have handled your personal information or a complaint, you have the right to escalate to the Information Regulator of South Africa:

Information Regulator (South Africa)
JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001
PO Box 31533, Braamfontein, Johannesburg, 2017
Email: enquiries@inforegulator.org.za
Complaints: complaints.IR@inforegulator.org.za
Website: inforegulator.org.za

12. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be notified via email and/or a prominent notice on our platform at least 14 days before taking effect. The "Last updated" date at the top of this page always reflects the current version.

13. Contact — Information Officer

For any privacy-related enquiry, to exercise your POPIA rights, or to submit a Personal Information Request (PIR):

Information Officer
HomeSorted (Pty) Ltd (Reg. No. 2026/189269/07)
Email: privacy@homesorted.co.za
Support: support@homesorted.co.za
WhatsApp: +27 73 033 0676
Address: Johannesburg, Gauteng, South Africa

This Privacy Policy is provided in good faith and complies with POPIA to the best of our current knowledge. It does not constitute legal advice — we recommend consulting a South African attorney for advice specific to your situation before relying on it in a legal proceeding.