Kwiczy Privacy Policy

Last Updated: January 15, 2025

Introduction

Welcome to Kwiczy, South Africa's trusted service marketplace connecting Clients with local Fixers (plumbers, electricians, and other skilled professionals). Your privacy is important to us, and we are committed to protecting your personal information in accordance with South Africa's Protection of Personal Information Act (POPIA) and other applicable data protection laws.

This Privacy Policy explains how Kwiczy (Pty) Ltd ("Kwiczy", "we", "us", or "our") collects, uses, stores, protects, and shares your personal information when you use our platform, website, mobile application, and related services (collectively, the "Platform").

By using Kwiczy, you acknowledge that you have read, understood, and agree to this Privacy Policy. If you do not agree with this policy, please do not use our Platform.

Important: This Privacy Policy forms part of our Terms & Conditions. Please read both documents carefully.

Who We Are

Kwiczy (Pty) Ltd is a South African company operating a service marketplace platform. We act as the data controller for personal information collected through our Platform.

Contact Information:

• Email: support@kwiczy.com
• Address: Namib Park, Erasmuskloof
• Phone: +27 72 903 6399

Information We Collect

We collect personal information that you provide directly to us and information that is automatically collected when you use our Platform. The types of information we collect depend on whether you are a Client, Fixer, or both.

Information You Provide Directly

For All Users:

• Account Information:

  • Full name
  • Email address
  • Phone number
  • Password (encrypted and stored securely)
  • Profile photo (if uploaded)

• Identity Verification:

  • South African ID number or valid work permit details (for Fixers)
  • Proof of identity documents (for Fixers during vetting)

For Clients:

• Booking Information:

  • Service location and address
  • Service description and requirements
  • Preferred dates and times
  • Special instructions or access details

• Payment Information:

  • Payment method details (processed securely through Paystack)
  • Billing address
  • Transaction history

• Communication:

  • Messages sent to Fixers through the Platform
  • Reviews and ratings submitted
  • Support requests and communications

For Fixers:

• Professional Information:

  • Professional qualifications and certifications
  • Business registration details (if applicable)
  • Service categories and specializations
  • Hourly rates and call-out fees
  • Bio and professional description
  • Skills and experience

• Vetting Information:

  • Background check information
  • Reference details
  • Insurance information (where applicable)
  • License numbers (where applicable)

• Banking Information:

  • Bank account details (for payouts)
  • Banking verification documents
  • Tax information (if required)

• Availability Information:

  • Availability status and schedule
  • Service area and location

• Communication:

  • Messages sent to Clients through the Platform
  • Responses to reviews
  • Support requests and communications

Information Collected Automatically

When you use our Platform, we automatically collect certain information:

• Device Information:

  • Device type (mobile, tablet, desktop)
  • Operating system
  • Browser type and version
  • Device identifiers

• Usage Information:

  • Pages visited and features used
  • Time spent on the Platform
  • Actions taken (bookings, searches, clicks)
  • Navigation patterns

• Location Information:

  • General location (city, area) based on IP address
  • Precise location (if you enable location services and provide permission)

• Technical Information:

  • IP address
  • Log files
  • Error reports
  • Performance data

• Cookies and Similar Technologies:

  • Session cookies (for Platform functionality)
  • Preference cookies (to remember your settings)
  • Analytics cookies (to understand Platform usage)
  • Advertising cookies (if applicable)

How We Use Your Information

We use your personal information for the following purposes:

Platform Operations

• Account Management:

  • Create and manage your account
  • Verify your identity
  • Authenticate your login
  • Process account changes and updates

• Service Delivery:

  • Connect Clients with Fixers
  • Process bookings and service requests
  • Facilitate communication between Clients and Fixers
  • Manage job status and completion
  • Process payments and payouts

• Vetting and Verification:

  • Conduct background checks on Fixers
  • Verify qualifications and credentials
  • Approve or reject Fixer applications
  • Maintain platform safety and quality

Payment Processing

• Payment Operations:

  • Process payments through Paystack
  • Place authorization holds on payment methods
  • Capture payments upon service completion
  • Process refunds and cancellations
  • Manage payout requests and transfers

• Financial Management:

  • Calculate fees and charges
  • Generate invoices and receipts
  • Track earnings and transactions
  • Handle disputes and chargebacks

Communication

• Service Communications:

  • Send booking confirmations
  • Notify about job status changes
  • Deliver messages between Clients and Fixers
  • Send service-related updates

• Platform Communications:

  • Send important policy updates
  • Provide customer support
  • Respond to inquiries and requests
  • Send security alerts

• Marketing Communications (with your consent):

  • Send promotional offers and updates
  • Share new features and services
  • Provide newsletters (you can opt-out at any time)

Platform Improvement

• Analytics and Research:

  • Analyze Platform usage and performance
  • Identify trends and user preferences
  • Improve Platform functionality and user experience
  • Conduct research and development

• Quality Assurance:

  • Monitor service quality
  • Review and moderate content
  • Detect and prevent fraud
  • Ensure compliance with Terms & Conditions

Legal and Safety

• Compliance:

  • Comply with legal obligations
  • Respond to legal requests and court orders
  • Enforce our Terms & Conditions
  • Protect our rights and property

• Safety and Security:

  • Detect and prevent fraud
  • Protect against security threats
  • Investigate suspicious activity
  • Maintain Platform security

Data Storage and Protection

Where Your Data is Stored

Your personal information is stored securely using:

• Supabase: Our primary database provider, which stores your account information, bookings, messages, and Platform data. Supabase uses secure cloud infrastructure with data centers that comply with international security standards.

• Paystack: Payment information is processed and stored by Paystack, our payment processor, in accordance with PCI DSS (Payment Card Industry Data Security Standards) requirements.

• Local Storage: Some information may be temporarily stored on your device (e.g., preferences, session data) to improve your experience.

Data Security Measures

We implement appropriate technical and organizational measures to protect your personal information:

• Encryption:

  • Data in transit: All data transmitted between your device and our servers is encrypted using SSL/TLS protocols
  • Data at rest: Sensitive information (such as banking details) is encrypted using industry-standard encryption methods

• Access Controls:

  • Limited access: Only authorized personnel have access to personal information, and only on a need-to-know basis
  • Authentication: Strong authentication requirements for staff accessing personal data
  • Audit logs: We maintain logs of who accesses personal information and when

• Security Infrastructure:

  • Secure servers: Our data is stored on secure servers with regular security updates
  • Firewalls and intrusion detection: We use firewalls and monitoring systems to detect and prevent unauthorized access
  • Regular security assessments: We conduct regular security audits and assessments

• Incident Response:

  • Security monitoring: We continuously monitor for security threats and vulnerabilities
  • Incident response plan: We have procedures in place to respond to security incidents
  • Breach notification: In the event of a data breach, we will notify affected users and relevant authorities as required by POPIA

Data Retention

We retain your personal information only for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law:

• Active Accounts: We retain your information while your account is active and for a reasonable period afterward
• Inactive Accounts: If your account is inactive for an extended period, we may delete or anonymize your information
• Legal Requirements: We may retain certain information longer if required by law, legal proceedings, or to resolve disputes
• Financial Records: Financial and transaction records are retained as required by tax and financial regulations (typically 5-7 years in South Africa)

Deletion: You can request deletion of your account and personal information at any time (subject to legal retention requirements). See "Your Rights" below for more information.

Payments and Financial Information

Payment Processing

• Paystack Integration: All payments are processed securely through Paystack, a PCI DSS compliant payment processor. Kwiczy does not store your full payment card details.

• Information Collected:

  • Payment method type (card, bank transfer, etc.)
  • Last 4 digits of payment cards (for identification purposes)
  • Transaction references and payment history
  • Billing address

• Authorization Holds: We place authorization holds on your payment method (funds are reserved but not immediately charged) until service completion.

Banking Information (Fixers)

• Payout Processing: Fixers provide banking details for receiving payouts
• Security: Banking information is encrypted and stored securely
• Verification: We verify banking details before processing payouts
• Access: Banking information is only accessible to authorized personnel on a need-to-know basis

Financial Records

• Transaction History: We maintain records of all transactions for accounting and tax purposes
• Retention: Financial records are retained as required by South African tax and financial regulations
• Access: You can access your transaction history through your account dashboard

Information Sharing

We do not sell your personal information. We may share your information in the following circumstances:

Service Providers

We share information with trusted third-party service providers who assist us in operating our Platform:

• Supabase: Database and backend services
• Paystack: Payment processing services
• Cloud Services: Hosting and infrastructure services
• Analytics Providers: Platform usage analytics (data is anonymized where possible)
• Communication Services: Email and messaging services
• Support Services: Customer support and helpdesk services

These service providers are contractually obligated to:

• Use your information only for the purposes we specify
• Implement appropriate security measures
• Comply with applicable data protection laws
• Not share your information with third parties (except as necessary to provide services)

Between Users

To facilitate service delivery, we share certain information between Clients and Fixers:

• For Clients: Fixers can see your booking details, service location, contact information, and messages
• For Fixers: Clients can see your profile, ratings, reviews, availability, contact information, and messages

This sharing is necessary for the Platform to function and is limited to information required for service delivery.

Legal Requirements

We may disclose your information if required by law or in response to:

• Court orders or legal processes
• Government requests or regulatory inquiries
• Law enforcement requests (where legally required)
• Protection of rights, property, or safety
• Prevention of fraud or illegal activity

Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity, subject to the same privacy protections.

With Your Consent

We may share your information with third parties when you explicitly consent to such sharing.

Your Rights Under POPIA

Under the Protection of Personal Information Act (POPIA), you have the following rights regarding your personal information:

Right to Access

You have the right to request access to the personal information we hold about you. You can:

• View your information through your account dashboard
• Request a copy of your personal information
• Request information about how we use your data

Right to Correction

You have the right to request correction of inaccurate, incomplete, or outdated personal information. You can:

• Update your information directly through your account settings
• Request correction of information you cannot update yourself
• We will correct information promptly upon verification

Right to Deletion

You have the right to request deletion of your personal information, subject to:

• Legal retention requirements (e.g., financial records must be kept for tax purposes)
• Ongoing legal proceedings or disputes
• Legitimate business interests (e.g., preventing fraud)

To request deletion:

• Contact us at support@kwiczy.com
• We will process your request within 30 days (or as required by POPIA)

Right to Object

You have the right to object to processing of your personal information for:

• Direct marketing purposes (you can opt-out at any time)
• Legitimate interests (we will consider your objection and may stop processing if justified)

Right to Restrict Processing

You can request that we restrict processing of your information in certain circumstances, such as:

• While we verify the accuracy of information you dispute
• When processing is unlawful but you don't want deletion
• When we no longer need the information but you need it for legal claims

Right to Data Portability

You have the right to receive your personal information in a structured, commonly used format that allows you to transfer it to another service provider (where technically feasible).

Right to Withdraw Consent

If processing is based on your consent, you can withdraw consent at any time. Withdrawal does not affect the lawfulness of processing before withdrawal.

How to Exercise Your Rights

To exercise any of these rights:

1. Through Your Account: Many rights can be exercised directly through your account settings
2. Contact Us: Email us at support@kwiczy.com with your request
3. Verification: We may need to verify your identity before processing certain requests
4. Response Time: We will respond to your request within 30 days (or as required by POPIA)

Complaints

If you believe we have not handled your personal information in accordance with POPIA, you have the right to:

1. Contact Us First: Reach out to us at support@kwiczy.com to resolve the issue
2. File a Complaint: If unsatisfied, you can file a complaint with the Information Regulator of South Africa:
   • Website: https://www.justice.gov.za/inforeg/
   • Email: inforeg@justice.gov.za
   • Phone: 012 406 4818

Cookies and Analytics

What Are Cookies?

Cookies are small text files stored on your device when you visit our Platform. They help us provide, improve, and personalize your experience.

Types of Cookies We Use

• Essential Cookies: Required for the Platform to function (e.g., authentication, security). These cannot be disabled.

• Functional Cookies: Remember your preferences and settings (e.g., language, location). These improve your experience but are not essential.

• Analytics Cookies: Help us understand how you use the Platform (e.g., pages visited, features used). Data is anonymized and aggregated.

• Marketing Cookies (if applicable): Used to deliver relevant advertisements. You can opt-out of these cookies.

Managing Cookies

You can control cookies through:

• Browser Settings: Most browsers allow you to block or delete cookies. Note: Blocking essential cookies may affect Platform functionality.

• Platform Settings: Some cookie preferences can be managed through your account settings.

• Opt-Out Tools: You can use browser extensions or opt-out tools for analytics and advertising cookies.

Analytics

We use analytics tools to understand Platform usage and improve our services. Analytics data is:

• Aggregated and anonymized where possible
• Used for internal purposes only
• Not shared with third parties except service providers bound by confidentiality

Children's Privacy

Kwiczy is not intended for users under the age of 18. We do not knowingly collect personal information from children under 18. If we become aware that we have collected information from a child under 18, we will:

• Delete the information immediately
• Close the account if one exists
• Notify parents or guardians if possible

If you believe we have collected information from a child under 18, please contact us immediately at support@kwiczy.com.

International Data Transfers

Your personal information may be processed and stored outside of South Africa:

• Service Providers: Some of our service providers (e.g., Supabase, Paystack) may process data in other countries
• Safeguards: We ensure appropriate safeguards are in place, including:
  • Contracts with service providers requiring data protection
  • Compliance with applicable data protection laws
  • Security measures equivalent to those required in South Africa

Third-Party Links

Our Platform may contain links to third-party websites or services. This Privacy Policy does not apply to third-party sites. We encourage you to read the privacy policies of any third-party sites you visit.

We are not responsible for the privacy practices or content of third-party websites.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

• Changes in our practices
• Legal or regulatory requirements
• Platform improvements
• User feedback

How We Notify You

When we make significant changes:

• Notice on Platform: We will post a notice on the Platform
• Email Notification: We will email you (if you have an account) about significant changes
• Updated Date: We will update the "Last Updated" date at the top of this policy

Your Continued Use

Your continued use of the Platform after changes are posted constitutes acceptance of the updated Privacy Policy. If you do not agree with the changes, you should stop using the Platform and may delete your account.

Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our handling of your personal information, please contact us:

• Email: support@kwiczy.com
• Address: Namib Park, Erasmuskloof
• Phone: +27 72 903 6399
• Business Hours: Monday - Friday, 9:00 AM - 5:00 PM SAST

We aim to respond to all inquiries within 48 hours.

Data Protection Officer

For data protection inquiries, you can contact us at the above email address with "Data Protection" in the subject line.

Related Documents

This Privacy Policy should be read in conjunction with:

• Kwiczy Terms & Conditions
• Kwiczy Refund Policy
• Paystack Privacy Policy
• Supabase Privacy Policy

Acknowledgment

By using the Kwiczy Platform, you acknowledge that:

1. You have read and understood this Privacy Policy
2. You consent to the collection, use, and sharing of your information as described
3. You understand your rights under POPIA and how to exercise them
4. You agree to our use of cookies and similar technologies
5. You understand that information may be shared between Clients and Fixers as necessary for service delivery

If you do not agree with this Privacy Policy, please do not use the Kwiczy Platform.

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Questions or Concerns?

If you have any questions about this Privacy Policy or how we handle your personal information, please don't hesitate to contact us. We're committed to protecting your privacy and being transparent about our practices.

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This document is a legal policy of Kwiczy. For the most current version, please visit www.kwiczy.com/privacy-policy.

Last Updated: January 15, 2025