Privacy Policy

PRIVACY POLICY

Last updated: 2 August 2026

1. Introduction

Hidro+ respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store, share and protect personal information when you:

  • visit or use our website;

  • create a customer account;

  • purchase products through our online store;

  • request a quotation, consultation or water test;

  • arrange a delivery, installation, maintenance service or repair;

  • subscribe to our communications;

  • contact us; or

  • otherwise interact with Hidro+.

This Privacy Policy applies to the website located at www.hidroplus.co.za, together with any related online store, enquiry form, customer portal or electronic service operated by Hidro+.

We process personal information in accordance with the Protection of Personal Information Act 4 of 2013, commonly referred to as POPIA, and other applicable South African laws.

2. Responsible party

The responsible party for personal information processed through this website is:

Registered company name: Hidroplus Water Wellness (Pty)Ltd
Trading name: Hidro+ Water Wellness
Company registration number: 2019/451101/07
Physical address: The Village, 1221 Wekker Road, Moreleta Park, Pretoria, South Africa
Postal address: The Village, 1221 Wekker Road, Moreleta Park, Pretoria, South Africa
Telephone: +27 12 997 1386
General email address: info@hidroplus.co.za
Information Officer: Pieter Botes
Information Officer email address: pieter@hidroplus.co.za

In this Privacy Policy, “Hidro+”, “we”, “us” and “our” refer to the legal entity identified above.

3. Meaning of personal information

“Personal information” means information relating to an identifiable natural person or, where applicable under POPIA, an identifiable juristic person such as a company or organisation.

Personal information may include:

  • names and surnames;

  • identity or registration numbers;

  • contact details;

  • physical and delivery addresses;

  • email addresses;

  • telephone numbers;

  • account and order details;

  • payment and transaction information;

  • online identifiers;

  • location information;

  • correspondence;

  • photographs;

  • technical information; and

  • opinions, preferences or other information connected to an identifiable person.

Information that has been permanently anonymised so that it can no longer reasonably identify a person is not regarded as personal information.

4. Personal information we collect

Depending on how you interact with Hidro+, we may collect the following categories of personal information.

4.1 Identification and contact information

This may include your:

  • name and surname;

  • business or organisation name;

  • identity or company registration number, where reasonably required;

  • email address;

  • telephone or mobile number;

  • billing address;

  • delivery address; and

  • installation or service address.

4.2 Customer-account information

Where you create an online account, we may collect:

  • your username;

  • your encrypted or protected password;

  • account preferences;

  • saved addresses;

  • order history;

  • communication preferences; and

  • account activity.

You are responsible for keeping your login details confidential.

4.3 Order and transaction information

When you purchase a product or service, we may collect:

  • products or services ordered;

  • quantities;

  • purchase dates;

  • transaction values;

  • payment status;

  • invoices;

  • delivery instructions;

  • collection details;

  • returns;

  • refunds;

  • warranties; and

  • customer-support records.

4.4 Payment information

Payments may be processed through an independent payment-service provider.

Depending on the payment method used, Hidro+ or its payment provider may process:

  • the cardholder’s name;

  • a payment reference;

  • a transaction identifier;

  • the payment amount;

  • payment status;

  • the payment method used; and

  • limited card information, such as the card type and last four digits.

Hidro+ does not ordinarily receive or store your complete payment-card number, security code or online-banking password where payment is processed by an authorised third-party payment provider.

The payment provider’s own terms and privacy policy may also apply.

4.5 Delivery and collection information

To fulfil an order, we may process:

  • your name and contact number;

  • the delivery or collection address;

  • delivery instructions;

  • access information;

  • the identity of an authorised recipient;

  • proof of delivery;

  • courier tracking information; and

  • delivery-related communications.

4.6 Water tests, quotations and consultations

Where you request a water test, filtration recommendation, quotation, consultation or system design, we may collect information including:

  • your name and contact details;

  • the address of the property;

  • the type of property;

  • the source of the water;

  • the intended use of the water;

  • photographs of the site or existing equipment;

  • water-test results;

  • borehole, municipal, rainwater or other water-source information;

  • water-pressure and flow information;

  • technical requirements;

  • plumbing, drainage or electrical information;

  • the number of people or facilities to be supplied;

  • product and capacity requirements; and

  • information necessary to prepare a quotation or recommendation.

Water-test results may be linked to the property or customer for whom the test was conducted.

4.7 Installation, maintenance and repair information

Where Hidro+ performs an installation, maintenance service or repair, we may collect:

  • property and access details;

  • appointment information;

  • equipment serial numbers;

  • system specifications;

  • service and maintenance history;

  • photographs of equipment or installations;

  • warranty information;

  • technician notes;

  • fault reports;

  • replacement-component information; and

  • signatures or acknowledgements confirming completion.

4.8 Communications

We may retain communications sent through:

  • website contact forms;

  • email;

  • telephone;

  • SMS;

  • WhatsApp;

  • social-media platforms;

  • online chat services; or

  • other communication channels.

These records may include the content of your message, the date and time of the communication and any attachments you provide.

4.9 Marketing preferences

We may record:

  • whether you consented to receive marketing;

  • when and how consent was obtained;

  • the types of communications selected;

  • whether you opened or interacted with a communication;

  • your product interests; and

  • whether and when you unsubscribed.

4.10 Website and device information

When you use the website, certain technical information may be collected automatically, including:

  • your Internet Protocol address;

  • browser type;

  • device type;

  • operating system;

  • approximate location derived from an IP address;

  • referring website;

  • pages visited;

  • links selected;

  • date and time of access;

  • session information;

  • website errors;

  • shopping-cart activity; and

  • cookie or similar identifiers.

4.11 Reviews and testimonials

Where you submit a product review or testimonial, we may process:

  • your name;

  • the content of the review;

  • your rating;

  • photographs or videos supplied by you;

  • the product or service reviewed; and

  • information necessary to confirm that the review relates to a genuine customer experience.

We will obtain appropriate permission before publishing personally identifiable photographs or detailed testimonials for promotional purposes.

5. Special personal information

Hidro+ does not ordinarily require special personal information such as medical, health, religious or biometric information to provide standard website and online-store services.

You should not submit medical or health information unless it is reasonably relevant to a specific enquiry and you are comfortable providing it.

Where you voluntarily provide health-related information in connection with a product enquiry, Hidro+ will process it only where:

  • you have consented to the processing;

  • processing is otherwise permitted by law; and

  • the information is reasonably necessary for the purpose for which it was supplied.

Information provided to Hidro+ is not a substitute for advice from a qualified healthcare practitioner.

6. Information about children

Our online products and services are not primarily directed at children.

A person younger than 18 years should only place an order or provide personal information with the involvement and consent of a parent or legal guardian.

Where we knowingly process the personal information of a child, we will do so only with the consent of a competent person or where another lawful basis permits the processing.

A parent or legal guardian may contact our Information Officer regarding personal information submitted by or concerning a child.

7. How we collect personal information

We may collect personal information:

7.1 Directly from you

For example, when you:

  • create an account;

  • place an order;

  • complete a form;

  • request a quotation;

  • request a water test;

  • book an installation or service;

  • contact us;

  • subscribe to marketing;

  • submit a review; or

  • communicate with our staff.

7.2 Automatically through the website

Certain technical and usage information may be collected through cookies, server logs, analytics services and similar technologies.

7.3 From third parties

We may receive information from:

  • payment-service providers;

  • banks;

  • courier and delivery companies;

  • installers and technicians;

  • business partners;

  • referral partners;

  • social-media platforms;

  • fraud-prevention providers;

  • website, hosting and technology providers;

  • public registers; or

  • another person acting with your authority.

Where reasonably practicable, we will inform you when personal information is collected from a source other than you.

8. Why we process personal information

We may process personal information for the following purposes.

8.1 Operating the website

To:

  • provide access to the website;

  • maintain website functionality;

  • manage customer accounts;

  • remember preferences;

  • operate the shopping cart and checkout;

  • diagnose technical problems; and

  • improve website usability and performance.

8.2 Processing orders

To:

  • receive and review orders;

  • verify order information;

  • process or confirm payment;

  • issue invoices;

  • prepare products;

  • arrange collection or delivery;

  • communicate about an order;

  • manage returns and refunds; and

  • maintain transaction records.

8.3 Providing quotations and recommendations

To:

  • respond to enquiries;

  • assess water-treatment requirements;

  • arrange site inspections;

  • conduct or record water tests;

  • recommend products or systems;

  • prepare quotations;

  • design customised systems; and

  • communicate technical or commercial information.

8.4 Providing installation and maintenance services

To:

  • schedule appointments;

  • allocate technicians;

  • arrange site access;

  • install equipment;

  • maintain or repair products;

  • manage warranties;

  • keep service records;

  • issue reminders for filter or component replacements; and

  • communicate about the operation or maintenance of a system.

8.5 Customer service

To:

  • answer questions;

  • respond to complaints;

  • resolve disputes;

  • provide product support;

  • investigate warranty claims;

  • maintain records of customer interactions; and

  • improve our services.

8.6 Security and fraud prevention

To:

  • verify identities and transactions;

  • protect customer accounts;

  • detect suspicious activity;

  • prevent fraud and abuse;

  • secure the website;

  • investigate security incidents; and

  • enforce our legal rights.

8.7 Legal and regulatory compliance

To:

  • comply with tax, accounting and consumer-protection obligations;

  • retain transaction records;

  • respond to lawful requests;

  • comply with court orders;

  • protect legal rights;

  • establish, exercise or defend legal claims; and

  • cooperate with regulators and law-enforcement authorities where legally required.

8.8 Business administration

To:

  • maintain financial and operational records;

  • conduct audits;

  • manage suppliers and service providers;

  • perform business analysis;

  • measure product and service performance; and

  • plan and improve our operations.

8.9 Marketing

Subject to applicable law and your communication preferences, we may use personal information to:

  • send product information;

  • communicate promotions;

  • provide maintenance or replacement reminders;

  • send newsletters;

  • inform customers about new products and services;

  • personalise marketing communications; and

  • measure the effectiveness of marketing campaigns.

You may opt out of direct marketing at any time.

9. Lawful grounds for processing

Depending on the circumstances, Hidro+ may process personal information where:

  • you have consented to the processing;

  • processing is necessary to conclude or perform a contract with you;

  • processing is required by law;

  • processing protects one of your legitimate interests;

  • processing is necessary for the proper performance of a public-law duty; or

  • processing is necessary to pursue the legitimate interests of Hidro+, a customer or a third party, provided that the processing does not unjustifiably interfere with your privacy.

Where processing is based on consent, you may withdraw that consent at any time. Withdrawal will not invalidate processing that occurred lawfully before consent was withdrawn.

Certain information is necessary to process an order, deliver products, provide a quotation or perform an installation. If you do not provide the required information, Hidro+ may be unable to provide the requested product or service.

10. Direct marketing

Hidro+ may send direct-marketing communications by email, SMS, telephone, WhatsApp or another electronic channel where:

  • you have consented to receive the communication;

  • you are an existing customer and the communication relates to Hidro+ products or services similar to those previously supplied to you, as permitted by law; or

  • another lawful basis allows the communication.

Where consent is requested, Hidro+ will not make consent to unrelated marketing a condition of purchasing a product or receiving a service.

Marketing communications will identify Hidro+ and provide a reasonable method for opting out.

You may unsubscribe by:

  • using the unsubscribe link in an email;

  • replying with the applicable opt-out instruction;

  • adjusting your account preferences; or

  • contacting us at [insert privacy or marketing email address].

We will process an opt-out request as soon as reasonably practicable. We may retain limited information on a suppression list to ensure that we do not send further marketing to an address or number that has opted out.

Opting out of marketing will not prevent us from sending necessary transactional or service-related communications concerning an existing order, account, installation, warranty or legal matter.

11. Cookies and similar technologies

11.1 What cookies are

Cookies are small data files placed on a device when a person visits a website.

The website may also use pixels, tags, local storage, software development kits or similar technologies.

11.2 Types of cookies we may use

Strictly necessary cookies

These cookies are required for essential website functions such as:

  • website security;

  • account login;

  • shopping-cart functions;

  • checkout;

  • payment processing;

  • fraud prevention; and

  • remembering privacy choices.

The website may not function properly without these cookies.

Preference cookies

These cookies remember choices such as:

  • language;

  • region;

  • login preferences; and

  • other website settings.

Analytics cookies

These cookies help us understand:

  • how visitors use the website;

  • which pages are viewed;

  • how visitors navigate;

  • whether errors occur; and

  • how the website can be improved.

Advertising and marketing cookies

Where used and lawfully permitted, these cookies may:

  • measure advertising performance;

  • limit repeated advertising;

  • record interactions with campaigns;

  • create audience groups; and

  • support more relevant advertising.

11.3 Managing cookies

Where required, non-essential cookies will be used only after the appropriate consent has been obtained.

You may manage cookies through:

  • the website’s cookie-consent tool;

  • your browser settings; or

  • the privacy settings of the relevant third-party service.

Blocking certain cookies may affect website functionality.

Further details may be provided in a separate Cookie Policy.

12. Automated decision-making

Hidro+ does not ordinarily make decisions that produce legal or similarly significant effects based solely on automated processing.

The website or service providers may use automated tools for:

  • fraud screening;

  • payment verification;

  • spam detection;

  • website security;

  • product recommendations; or

  • marketing segmentation.

Where an automated decision has a significant legal or practical effect on you, Hidro+ will apply the protections required by applicable law.

13. Sharing personal information

Hidro+ does not sell personal information.

We may share personal information with selected third parties where reasonably necessary for the purposes described in this Privacy Policy.

These parties may include:

13.1 Payment-service providers

To process, confirm, refund or investigate payments.

13.2 Delivery and courier providers

To deliver products, communicate delivery information and obtain proof of delivery.

13.3 Installers, technicians and contractors

To conduct site visits, installations, repairs, testing or maintenance.

13.4 Technology providers

Including providers of:

  • website hosting;

  • domain services;

  • WordPress or WooCommerce functionality;

  • cloud storage;

  • website security;

  • backup services;

  • analytics;

  • customer management systems;

  • email delivery;

  • communication tools; and

  • technical support.

13.5 Professional advisers

Including accountants, auditors, attorneys, insurers and other professional advisers.

13.6 Business and referral partners

Where necessary to fulfil a request, provide a joint service or manage an authorised referral.

13.7 Regulatory and public authorities

Where disclosure is:

  • required by law;

  • necessary to respond to lawful legal process;

  • necessary to protect rights or safety; or

  • required by a regulator, court or law-enforcement authority.

13.8 Business transfers

Personal information may be disclosed as part of a proposed or completed merger, acquisition, restructuring, financing or sale of all or part of the business.

Any recipient will be required to use the information consistently with applicable law and the purpose for which it was originally collected.

Where a service provider processes personal information on our behalf as an operator, we will take reasonable steps to require appropriate confidentiality, security and data-protection obligations.

14. Cross-border transfers

Some of Hidro+’s service providers, software systems, cloud services or technical infrastructure may be located outside South Africa or may store information in another country.

Where personal information is transferred outside South Africa, Hidro+ will take reasonable steps to ensure that the transfer is permitted under POPIA.

This may include ensuring that:

  • the recipient is subject to a law, binding agreement or corporate rules that provide an adequate level of protection;

  • the transfer is necessary for the performance of a contract;

  • the transfer benefits you and obtaining consent is not reasonably practicable;

  • you have consented to the transfer; or

  • another lawful basis permits it.

The privacy and data-protection laws of another country may differ from those of South Africa.

15. Information security

Hidro+ will take appropriate, reasonable technical and organisational measures to protect personal information against:

  • loss;

  • damage;

  • unauthorised destruction;

  • unlawful access;

  • unauthorised disclosure;

  • interference; and

  • misuse.

Measures may include, where appropriate:

  • access controls;

  • password protection;

  • encryption;

  • secure payment processing;

  • firewalls;

  • anti-malware measures;

  • software updates;

  • restricted administrative access;

  • backups;

  • employee confidentiality obligations;

  • operator agreements;

  • security monitoring; and

  • incident-response procedures.

Although reasonable safeguards are used, no website, electronic communication or data-storage system can be guaranteed to be completely secure.

You should:

  • use a strong and unique password;

  • keep account credentials confidential;

  • log out after using a shared device;

  • avoid sending sensitive information through insecure channels; and

  • notify us promptly if you suspect unauthorised account activity.

16. Security compromises

Where there are reasonable grounds to believe that personal information has been accessed or acquired by an unauthorised person, Hidro+ will investigate the incident and comply with its notification obligations under POPIA.

Where legally required, Hidro+ will notify:

  • the Information Regulator; and

  • affected data subjects.

A notification may include:

  • a description of the possible consequences;

  • the measures taken or planned;

  • recommendations on steps the affected person can take; and

  • available information about the unauthorised person, where known and lawful to disclose.

Notification may be delayed where a law-enforcement authority or the Information Regulator determines that notification would impede a criminal investigation.

17. Retention of personal information

Hidro+ will retain personal information only for as long as reasonably necessary to:

  • fulfil the purpose for which it was collected;

  • perform a contract;

  • provide warranties or after-sales support;

  • maintain service and maintenance records;

  • comply with tax, accounting, consumer-protection or other legal obligations;

  • resolve disputes;

  • prevent fraud;

  • enforce agreements; or

  • establish, exercise or defend legal claims.

Different categories of information may be retained for different periods.

In determining an appropriate retention period, we may consider:

  • the nature and sensitivity of the information;

  • the purpose of processing;

  • contractual requirements;

  • warranty periods;

  • prescribed legal retention periods;

  • the risk of harm from unauthorised use or disclosure; and

  • whether the purpose can be achieved in another way.

When personal information is no longer lawfully required, it will be deleted, destroyed or anonymised in a manner that reasonably prevents reconstruction.

Information may remain temporarily in secure backups until those backups are overwritten or deleted in accordance with normal retention cycles.

18. Accuracy of information

We will take reasonably practicable steps to ensure that personal information is complete, accurate, not misleading and updated where necessary.

You should notify Hidro+ when your:

  • contact details;

  • billing information;

  • delivery address;

  • account information; or

  • other relevant details

change.

You may be able to update certain information directly through your customer account.

19. Your rights

Subject to POPIA, PAIA and other applicable laws, you may have the right to:

19.1 Be informed

You have the right to know when Hidro+ collects personal information and how it will be used.

19.2 Request confirmation

You may ask whether Hidro+ holds personal information about you.

19.3 Request access

You may request access to personal information held about you, subject to lawful grounds for refusing or limiting access.

Access requests may be dealt with under POPIA and PAIA.

19.4 Request correction

You may request the correction or updating of inaccurate, incomplete, excessive, misleading or outdated personal information.

19.5 Request deletion or destruction

You may request deletion or destruction where Hidro+ is no longer authorised to retain personal information, subject to legal or contractual retention obligations.

19.6 Object to processing

You may object, on reasonable grounds relating to your particular situation, to processing based on certain lawful grounds.

19.7 Withdraw consent

Where processing is based on consent, you may withdraw that consent.

Withdrawal will not affect the lawfulness of processing performed before the withdrawal.

19.8 Object to direct marketing

You may object to the processing of personal information for direct-marketing purposes at any time.

19.9 Complain

You may raise a complaint with Hidro+ or lodge a complaint with the Information Regulator.

19.10 Challenge certain automated decisions

Where applicable, you may challenge a decision based solely on automated processing where that decision has legal or similarly significant consequences.

These rights may be subject to limitations or exceptions permitted by law.

20. Exercising your rights

A request relating to your personal information should be submitted to:

Information Officer: Pieter Botes
Email address: pieter@hidroplus.co.za
Physical address: The Village, 1221 Wekker Road, Moreleta Park, Pretoria, South Africa
Telephone number: +27 12 997 1386

Your request should include sufficient information to:

  • identify you;

  • locate the relevant information;

  • understand the request; and

  • determine whether you are authorised to make the request.

Hidro+ may request reasonable proof of identity before disclosing, correcting or deleting personal information.

This is intended to prevent unauthorised access to another person’s information.

Requests may need to be submitted using a prescribed POPIA or PAIA form.

Hidro+ will respond within the period required by applicable law.

A reasonable fee may be charged where authorised under PAIA. You will be informed of any applicable fee before the requested records are provided.

21. PAIA Manual

Hidro+ maintains or intends to maintain a manual under the Promotion of Access to Information Act 2 of 2000.

The PAIA Manual explains:

  • the categories of records held by Hidro+;

  • how access to records may be requested;

  • which records may be automatically available;

  • the applicable request procedure;

  • the Information Officer’s contact details; and

  • the remedies available if access is refused.

The PAIA Manual should be made available:

  • on the Hidro+ website;

  • from the Information Officer; and

  • at Hidro+’s principal place of business where required.

22. Third-party websites and platforms

The website may contain links to:

  • payment providers;

  • social-media platforms;

  • mapping services;

  • courier tracking services;

  • external websites; or

  • other third-party services.

Hidro+ does not control the privacy practices of independent third parties.

When you leave the Hidro+ website or interact with an independent third-party service, that party’s privacy policy and terms may apply.

You should review the privacy policy of the relevant third party before providing personal information.

23. Social media

If you interact with Hidro+ through a social-media platform, the platform may process information in accordance with its own privacy policy.

Depending on your account settings, Hidro+ may be able to view:

  • your public profile;

  • your username;

  • your comments;

  • reactions;

  • direct messages; and

  • other information you make available through the platform.

Information posted publicly may be visible to other users. You should avoid publishing sensitive personal information in public comments.

24. Changes to this Privacy Policy

Hidro+ may update this Privacy Policy from time to time to reflect:

  • changes in law;

  • regulatory guidance;

  • changes to the website;

  • new products or services;

  • changes to service providers; or

  • changes to our information-processing practices.

The updated Privacy Policy will be published on the website with a revised “last updated” date.

Where a change materially affects how existing personal information is processed, Hidro+ will take reasonable steps to provide appropriate notice.

25. Contacting Hidro+

Questions, requests or complaints about this Privacy Policy or the processing of personal information may be submitted to:

Hidro+ Information Officer

Registered company name: Hidroplus Water Wellness (Pty)Ltd
Information Officer: Pieter Botes
Email: pieter@hidroplus.co.za
Telephone: +27 12 997 1386
Physical address: The Village, 1221 Wekker Road, Moreleta Park, Pretoria, South Africa
Postal address: The Village, 1221 Wekker Road, Moreleta Park, Pretoria, South Africa

Please use the subject line:

Privacy Request – Hidro+

26. Information Regulator

If you believe that Hidro+ has not adequately addressed a privacy complaint, you may contact the Information Regulator of South Africa.

Information Regulator South Africa

Physical address:
Woodmead North Office Park
54 Maxwell Drive
Woodmead
Johannesburg
2191

Telephone: 010 023 5200
Toll-free number: 0800 017 160
General enquiries: enquiries@inforegulator.org.za
POPIA complaints: POPIAComplaints@inforegulator.org.za

A complaint may also be submitted through the Information Regulator’s official website or eServices facilities.

27. Governing law

This Privacy Policy is governed by the laws of the Republic of South Africa.

Nothing in this Privacy Policy limits any right or remedy available under POPIA, PAIA, the Consumer Protection Act, the Electronic Communications and Transactions Act or another applicable law.