Nestiva (Pty) Ltd Privacy Policy

Last Updated: June 17, 2025

1. Introduction and Your Privacy

Nestiva (Pty) Ltd (“Nestiva”, “the Company”, “we”, “us”, “our”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you access and use our website (www.nestiva.co.za), related mobi-sites, software applications, and all services provided by Nestiva (collectively, the “Services”).

We adhere to the principles of the Protection of Personal Information Act, 4 of 2013 (“POPIA”), which governs the processing of personal information in South Africa. By using our Services, you consent to the collection, use, and disclosure of your personal information as described in this Policy. If you do not agree with the terms of this Policy, please do not use our Services.

2. What Personal Information Do We Collect?

We collect various types of personal information depending on your interaction with Nestiva. This may include:

• Contact Information: Your name, surname, email address, phone number, and physical address (for service delivery).
• Account Information: If you create an account, we collect your username, password, and any other information you provide to set up and manage your account.
• Service Booking Details: Information related to the cleaning services you book, including property size, specific cleaning requirements, preferred dates and times, access instructions, and any special requests (e.g., pet-friendly cleaner, eco-conscious products).
• Payment Information: Details required for processing payments, such as credit/debit card information. Please note that we use secure third-party payment gateways (e.g., PayFast, Subscriptionbay), and Nestiva does not store your full credit/debit card numbers on our servers.
• Communication Data: Records of your communications with us, including emails, phone calls, WhatsApp messages, and online chat interactions.
• Feedback and Reviews: Any feedback, reviews, or complaints you provide about our services or service providers.
• Technical Data: Information about your device and how you interact with our website and applications, including IP address, browser type and version, operating system, pages viewed, time spent on pages, and referring URLs. This is often collected through cookies and similar technologies (see Section 5).
• Identity Verification (for Service Providers/Employees): For individuals applying to be Nestiva service providers or employees, we may collect identification numbers (e.g., ID or passport numbers), criminal record checks (where legally permissible and necessary for vetting), qualifications, work history, and references.

3. How Do We Collect Your Personal Information?

We collect personal information through various channels:

• Directly from You: When you fill out forms on our website (e.g., booking forms, newsletter sign-ups, contact forms), communicate with us via phone, email, or chat, or provide information during the service booking process.
• Automatically: When you use our website or applications, we may collect technical information through cookies, web beacons, and similar technologies.
• From Third Parties: In certain cases, we may receive information from third-party partners, such as background check service providers (for vetting service providers/employees, with consent) or analytics providers.

4. How Do We Use Your Personal Information?

We use your personal information for the following primary purposes:

• Service Delivery: To provide and manage the cleaning and related property care services you request, including:
  • Matching you with suitable service providers.
  • Scheduling and managing your bookings and appointments.
  • Communicating service-related information (confirmations, reminders, updates).
  • Facilitating property access instructions.
• Payment Processing: To process payments for services rendered and manage billing.
• Communication: To respond to your inquiries, provide customer support, and send you important service-related notifications.
• Account Management: To manage your Nestiva account, if applicable.
• Service Improvement: To understand how our Services are used, analyse trends, and gather feedback to improve our website, applications, and service offerings.
• Marketing and Promotions: To send you newsletters, promotional offers, and updates about Nestiva’s services, if you have opted in to receive such communications or if we have a legitimate interest to do so. You can opt-out at any time.
• Security and Fraud Prevention: To protect against fraud, abuse, and unauthorised access to our Services and to ensure the safety of our users and service providers.
• Legal Compliance: To comply with applicable laws, regulations, and legal processes (e.g., tax, employment laws).
• Internal Operations: For internal record-keeping, auditing, reporting, and statistical analysis.
• Vetting and Recruitment: To process applications for service providers and employees, including conducting background checks and verifying credentials.

5. Cookies and Similar Technologies

Our website uses “cookies” and similar technologies (e.g., web beacons, pixels) to enhance your browsing experience, analyse website traffic, and deliver personalised content.

• What are Cookies? Cookies are small text files placed on your device when you visit a website. They are widely used to make websites work more efficiently and to provide information to the website owners.
• How We Use Them: We use cookies for:
  • Essential Functionality: To enable core website features, such as remembering your preferences or keeping you logged in.
  • Analytics: To understand how users interact with our website, identify popular pages, and improve website performance.
  • Personalisation: To provide content and offers relevant to your interests.
• Your Choices: Most web browsers automatically accept cookies, but you can usually modify your browser settings to decline cookies or to notify you when a cookie is being placed. Please note that blocking cookies may affect the functionality of our website and Services.

6. Disclosure of Personal Information

Nestiva will not sell, rent, or lease your personal information to third parties. We may share your personal information with:

• Our Service Providers (Operators): To facilitate the delivery of the services you have booked. This includes sharing necessary information (e.g., your name, address, contact number, service requirements) with the independent cleaner or specialist contractor assigned to your booking. These Operators are contractually bound to protect your information.
• Third-Party Service Providers: We engage trusted third-party service providers who perform functions on our behalf, such as payment processing (e.g., PayFast, Subscriptionbay), IT infrastructure, analytics, background checks, and marketing services. These providers have access to personal information only to the extent necessary to perform their functions and are obligated to protect it.
• Legal and Regulatory Authorities: We may disclose personal information if required to do so by law, court order, or if we believe it’s necessary to protect our rights, property, or safety, or that of our users or the public.
• Business Transfers: In the event of a merger, acquisition, or sale of all or a portion of our assets, your personal information may be transferred to the acquiring entity.
• With Your Consent: We may share your personal information with other third parties when we have your explicit consent to do so.

7. Security of Your Personal Information

Nestiva is committed to protecting your personal information. We implement robust technical and organisational security measures to safeguard your data against unauthorised access, alteration, disclosure, loss, or destruction. These measures include:

• Data Encryption: Encrypting sensitive data during transmission and, where appropriate, at rest.
• Access Controls: Restricting access to personal information to authorised employees and contractors based on a “need-to-know” basis.
• Network Security: Utilising firewalls, intrusion detection systems, and conducting regular vulnerability assessments.
• Physical Security: Implementing physical safeguards at our premises where data is processed and stored.
• Regular Security Reviews: Continuously reviewing and updating our security practices to adapt to evolving threats.
• Employee Training: Ensuring all Nestiva staff receive regular training on data protection and privacy best practices.

While we strive to protect your personal information, no method of transmission over the Internet or electronic storage is 100% secure. Therefore, we cannot guarantee its absolute security.

8. Retention of Your Personal Information

We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, including for the provision of our Services, to comply with legal and regulatory obligations, to resolve disputes, and to enforce our agreements. When your personal information is no longer required, we will securely destroy or de-identify it.

9. Your Rights as a Data Subject (POPIA Rights)

As a Data Subject, you have specific rights regarding your personal information under POPIA:

• Right to Access: You have the right to request confirmation from us as to whether we hold personal information about you, and if so, to request access to that information.
• Right to Correction/Deletion: You may request that we correct, destroy, or delete personal information that is inaccurate, irrelevant, excessive, out of date, incomplete, misleading, or was obtained unlawfully.
• Right to Object: You have the right to object, on reasonable grounds relating to your particular situation, to the processing of your personal information.
• Right to Withdraw Consent: Where we process your personal information based on your consent, you have the right to withdraw that consent at any time, subject to legal or contractual restrictions. Withdrawal of consent will not affect the lawfulness of processing based on consent before its withdrawal.
• Right to Lodge a Complaint: If you believe we have not complied with POPIA, you have the right to lodge a complaint with the Information Regulator.

To exercise any of these rights, please contact our Information Officer in writing using the details provided in Section 11.

10. External Links

Our website may contain links to other websites that are not operated by us. We have no control over and assume no responsibility for the content, privacy policies, or practices of any third-party sites or services. We encourage you to review the privacy policies of any third-party websites you visit.

11. Information Officer Contact Information

For any questions, concerns, or requests regarding this Privacy Policy or the processing of your personal information by Nestiva, please contact our Information Officer:

Information Officer: [Insert Name of Information Officer Here, e.g., The Legal Department] Email: support@nestiva.com Telephone: 087-711-0573 Postal Address: 113 Loop Street, Cape Town City Centre, Cape Town, South Africa, 8001

12. Changes to This Privacy Policy

Nestiva may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will post any changes on this page, and the “Last Updated” date at the top of the Policy will indicate when the most recent changes were made. We encourage you to review this Policy periodically.