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Privacy policy

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Privacy Policy for 12to12 Market

This Privacy Policy explains how 12to12 Market (“12to12 Market”, “we”, “us” or “our”) collects, uses, stores, shares and protects personal information when you use our website, mobile applications and related services (collectively referred to as the “Platform”).

12to12 Market is an online marketplace that connects customers with participating restaurants, grocery stores, pharmacies, retailers and other sellers. Products ordered through the Platform may be delivered by independent or affiliated delivery partners or collected from the relevant seller.

This Privacy Policy applies to customers, sellers, delivery partners and other individuals who interact with the Platform. By using 12to12 Market, you acknowledge that your personal information will be processed as described in this Privacy Policy.

We process personal information in accordance with applicable data-protection legislation, including South Africa’s Protection of Personal Information Act 4 of 2013 (POPIA). POPIA establishes minimum requirements for the lawful processing of personal information. South African Government – POPIA

1. Information We Collect

1.1 Information You Provide

When you register for an account, place an order, register as a seller or delivery partner, contact customer support or otherwise use the Platform, we may collect:

  • Your full name

  • Email address

  • Mobile number

  • Physical, delivery and billing addresses

  • Account login details

  • Profile information

  • Order and transaction history

  • Delivery instructions

  • Communication preferences

  • Reviews, ratings and feedback

  • Communications with our support team

  • Business and registration information supplied by sellers

  • Identification or verification information, where required

  • Any other information you voluntarily provide

You are responsible for ensuring that the information you provide is accurate, complete and current.

1.2 Location Information

With your permission, our website or mobile application may collect your approximate or precise location. We use this information to:

  • Identify sellers and services available near you

  • Confirm delivery or collection locations

  • Calculate delivery fees and estimated delivery times

  • Help delivery partners complete deliveries

  • Improve the accuracy and quality of our services

You may control access to your location through your browser or device settings. Disabling location services may limit certain Platform features.

1.3 Information Collected Automatically

When you access the Platform, we may automatically collect technical information such as:

  • Your Internet Protocol address

  • Browser type and language

  • Device type and operating system

  • Software and hardware characteristics

  • Date and time of your visit

  • Pages viewed and time spent on those pages

  • The website or link that referred you to our Platform

  • App activity, clicks and interactions

  • General geographic location associated with your IP address

  • Error logs and performance information

Some of this information may be aggregated or anonymised so that it does not directly identify you.

2. Payment Information

When you make an online payment, you may be required to provide information such as your:

  • Debit or credit card details

  • Bank account information

  • Mobile-payment details

  • Billing address

  • Transaction reference information

Payments may be processed by authorised third-party payment service providers. Where possible, 12to12 Market does not directly store your complete payment-card details. Payment providers process this information according to their own terms, security standards and privacy policies.

You should review the privacy policy of the applicable payment provider before completing a transaction.

3. How We Use Your Information

We may process your personal information to:

  • Create, verify and manage your account

  • Process and fulfil orders

  • Facilitate payments, refunds and transactions

  • Connect customers with sellers and delivery partners

  • Deliver products to the correct location

  • Provide order confirmations and status updates

  • Respond to questions, complaints and support requests

  • Detect and prevent fraud, abuse and unlawful activity

  • Verify sellers and delivery partners

  • Improve the Platform, products and user experience

  • Analyse Platform usage and performance

  • Personalise content, services and recommendations

  • Send service-related notifications

  • Send marketing communications where permitted

  • Comply with legal, tax, accounting and regulatory obligations

  • Enforce our terms, policies and agreements

  • Protect the rights, safety and property of our users and business

We will only use personal information for legitimate purposes and in accordance with applicable law.

4. Cookies and Similar Technologies

4.1 Session and Persistent Cookies

Cookies are small text files stored on your device when you visit a website. We may use cookies and similar technologies to make the Platform function correctly, remember your preferences and understand how users interact with our services.

We may use:

  • Session cookies, which expire when you close your browser

  • Persistent cookies, which remain on your device for a specified period or until you delete them

Cookies may help us:

  • Keep you signed in

  • Remember your selected location and preferences

  • Maintain your shopping cart

  • Enable important Platform features

  • Understand Platform traffic and usage

  • Identify technical problems

  • Measure the effectiveness of marketing campaigns

  • Improve the performance and security of the Platform

You may block or delete cookies through your browser settings. However, disabling essential cookies may prevent certain parts of the Platform from functioning properly.

4.2 Third-Party Cookies

Service providers that assist us with analytics, advertising, security, payment processing or Platform functionality may place cookies on your device. These providers may only process information as required to provide their services and subject to applicable agreements and laws.

5. Web Beacons

We may use web beacons, pixels or similar technologies to understand whether communications have been opened, links have been clicked and advertising campaigns have been effective.

These technologies may be used together with cookies and device information.

6. Advertising and Marketing Cookies

We may work with advertising platforms, including Google and social-media platforms, to display advertisements relating to 12to12 Market.

These providers may use cookies or similar technologies to:

  • Display advertisements relevant to your interests

  • Measure advertising performance

  • Limit how often you see an advertisement

  • Understand whether you visited or used the Platform after seeing an advertisement

You may manage advertising preferences through your device, browser or the relevant advertising provider’s settings.

7. Analytics

We may use Google Analytics or similar analytics services to collect statistical information about how visitors use the Platform.

Analytics information may include pages visited, session duration, general location, device type, traffic source and Platform interactions. We use this information to assess performance, understand user behaviour and improve our services.

Where reasonably possible, analytics information will be aggregated or de-identified. You can learn more about Google’s data practices through the Google Privacy Policy.

8. Sharing of Personal Information

We may share personal information with:

  • Sellers fulfilling your order

  • Delivery partners completing your delivery

  • Payment service providers

  • Hosting, cloud-storage and technology providers

  • Customer-support providers

  • Analytics and advertising providers

  • Fraud-prevention and identity-verification providers

  • Professional advisers, including lawyers and accountants

  • Government authorities, regulators or law-enforcement agencies where legally required

  • A purchaser or successor in connection with a merger, sale or restructuring of our business

We only share information reasonably necessary for the relevant service or lawful purpose. We do not sell your personal information to third parties.

9. Information Security

We implement reasonable technical and organisational safeguards designed to protect personal information against loss, unauthorised access, misuse, alteration, disclosure or destruction.

However, no online platform or electronic transmission method is completely secure. You are responsible for protecting your password and notifying us immediately if you suspect unauthorised access to your account.

10. Retention of Information

We retain personal information only for as long as reasonably necessary to:

  • Provide the requested services

  • Maintain business and transaction records

  • Resolve disputes

  • Prevent fraud

  • Enforce our agreements

  • Meet legal, regulatory, tax and accounting obligations

When personal information is no longer required, we will securely delete, destroy or de-identify it, subject to applicable legal requirements.

11. Your Privacy Rights

Subject to applicable law, you may have the right to:

  • Ask whether we hold personal information about you

  • Request access to your personal information

  • Request correction of inaccurate or incomplete information

  • Request deletion of information we are no longer authorised to retain

  • Object to certain processing activities

  • Withdraw consent where processing is based on consent

  • Opt out of direct-marketing communications

  • Submit a complaint about how your information is processed

To exercise these rights, contact us using the details below. We may need to verify your identity before processing your request.

12. Direct Marketing

Where permitted by law, we may send promotions, offers and marketplace updates by email, SMS, push notification or other electronic channels.

You may opt out at any time by:

  • Selecting the unsubscribe option in a marketing message

  • Changing your account notification settings

  • Contacting us using the information below

You may still receive essential communications concerning your account, orders, payments, security or changes to our services.

13. Children’s Privacy

The Platform is not intended for use by children who are not legally able to enter into binding transactions without the involvement of a parent or legal guardian.

We do not knowingly collect children’s personal information without appropriate consent. If you believe that a child has provided personal information without proper authorisation, please contact us.

14. Third-Party Links

The Platform may contain links to third-party websites, services or applications. We are not responsible for the privacy, security or content practices of those third parties.

We encourage you to review their privacy policies before providing personal information.

15. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes to our services, business practices or legal obligations.

The revised version will be published on the Platform with an updated “Last Updated” date. Material changes may also be communicated through email, an account notification or another appropriate method.

16. Contact Us

For privacy questions, requests or complaints, contact:

12to12 Market
Email: support@12to12.co.za

You may also submit a complaint to South Africa’s Information Regulator if you believe that your personal information has been processed unlawfully.