Privacy Policy

01

Scope and our POPIA commitment

This policy applies when you visit this website, contact BBC Refrigeration by telephone or WhatsApp, request a quote, make a booking, receive fridge, freezer or air-conditioning repair, servicing or installation, or otherwise interact with us.

We process personal information lawfully and reasonably, for a specific purpose, and only to the extent that it is adequate, relevant and not excessive. We are accountable for the information in our possession or under our control.

02

Information we collect

Depending on how you interact with us, we may collect:

• Contact information: your name, telephone number, email address if supplied, and preferred contact method.
• Location and service information: suburb, service address, access instructions, unit location and information needed to attend the property.
• Equipment and fault information: the brand, model, condition, symptoms, photographs, videos, previous work and parts information you provide.
• Transaction information: quote, booking, job-card, invoice, payment-status, warranty and service-history information. We do not ask you to enter card details on this website.
• Communications: messages, enquiries, complaints, feedback and records of our correspondence. If a call is recorded, we will notify you.
• Website and advertising information: IP address, browser and device type, pages visited, approximate location derived from an IP address, referring page, cookie or similar identifiers, and campaign parameters such as UTM values, GCLID, GBRAID or WBRAID where available.

The website booking form is submitted through MetForm and our website systems. We receive the details when you submit it. WhatsApp is a separate contact option; information you choose to send through WhatsApp is also processed under Meta’s terms.

We do not intentionally request special personal information or information about children. Please do not send it unless it is strictly necessary and we have a lawful basis to process it.

03

How we collect and use information

We collect information directly from you through forms, calls, WhatsApp, service visits and payments. We may also receive limited information from advertising, analytics, website-hosting, referral or payment providers when they are used.

We use personal information to:

• respond to enquiries, confirm service coverage and arrange appointments;
• diagnose faults, prepare quotes and provide authorised fridge, freezer, aircon, installation or related cooling services;
• communicate about attendance, parts, payments, warranties, complaints or follow-up work;
• maintain operational, accounting, tax, warranty and dispute records;
• protect customers, staff, systems and property, and prevent fraud or misuse;
• measure website and advertising performance and improve our service; and
• send marketing only where POPIA permits it and always provide an opt-out.

Our lawful justification may be your consent, steps taken at your request before entering into a service agreement, performance of that agreement, compliance with law, or a legitimate interest that does not unjustifiably override your rights. You may withdraw consent at any time, but withdrawal does not affect processing that was already lawful.

04

Cookies, analytics and Google advertising

Cookies and similar technologies are small identifiers used by a website or its service providers. This website may use:

If enabled on this site, Google Ads, Google Analytics or Google Tag Manager may receive device, browser, IP address, page-interaction, advertising-identifier and conversion information. Google may use _gcl_ cookies for Google Ads conversion measurement. Campaign identifiers such as GCLID, GBRAID and WBRAID may also be stored or passed with an enquiry so we can attribute a conversion.

These services may allow Google to process information collected from this site. Read how Google uses information from partner sites and Google’s Privacy Policy.

Where a consent control is displayed, your selection controls the non-essential technologies covered by that control. This policy itself does not enable or disable cookies. You may also block or delete cookies in your browser. Blocking some technologies may reduce functionality or make advertising measurement less accurate. We seek consent before using non-essential tracking where consent is required by law.

05

Who may receive information

We do not sell or rent personal information. We may share only what is reasonably necessary with:

• authorised technicians, contractors, parts suppliers or service partners involved in your job;
• website, hosting, communications, analytics and advertising providers, including Google where its services are enabled;
• WhatsApp/Meta when you choose to communicate through WhatsApp;
• payment, accounting, professional or insurance providers where relevant; and
• courts, regulators, law-enforcement bodies or other parties where required or permitted by law.

Our service providers act under appropriate instructions or legal duties and should use reasonable safeguards. Some providers may process information outside South Africa. Where POPIA applies to a cross-border transfer, we rely on an adequate level of protection, an appropriate contractual or legal safeguard, your consent, or another basis permitted by section 72 of POPIA.

Links to third-party services are governed by those parties’ privacy terms. We encourage you to review them before sharing information.

06

Retention and security

We retain personal information only for as long as needed for the purpose described in this policy, to provide warranties or follow-up service, and to meet legal, tax, accounting, fraud-prevention or dispute requirements. When information is no longer required, we delete, destroy or de-identify it where reasonably practicable and legally permitted.

We use reasonable technical and organisational measures designed to protect information against loss, unauthorised access, interference, misuse, alteration or disclosure. No website or transmission method is completely secure. Where we have reasonable grounds to believe personal information has been accessed or acquired by an unauthorised person, we will notify the Information Regulator and affected people as soon as reasonably possible, subject to any lawful direction or applicable exception under POPIA.

07

Direct marketing

We send unsolicited electronic marketing only with consent or where the limited existing-customer exception under POPIA applies. We provide an identity and a contact method for requesting that marketing stop. You may object to direct marketing at any time.

To stop marketing, reply STOP to the relevant SMS or WhatsApp message, use the unsubscribe method provided, or contact us on 068 889 3059. We will process the opt-out without charging a fee. Essential messages about an active enquiry, booking, payment, safety matter or service are not marketing.

08

Your privacy rights

Subject to POPIA and any lawful limitations, you may:

• ask whether we hold personal information about you and request access to it;
• ask us to correct, update, delete or destroy inaccurate, irrelevant, excessive, outdated, incomplete, misleading or unlawfully obtained information;
• object to processing where POPIA gives you that right;
• withdraw consent and opt out of direct marketing;
• ask about the identity of third parties who had access to your information; and
• complain to the Information Regulator or institute civil proceedings where permitted.

To protect you, we may ask for enough information to verify your identity and locate the relevant record. Some information may need to be retained where the law requires it or a lawful exemption applies. We will explain a lawful refusal.

09

Contact us or lodge a complaint

For access, correction, objection, deletion, consent withdrawal or another privacy request, contact the responsible party through BBC Refrigeration:

If you are not satisfied with our response, you may lodge a complaint with South Africa’s Information Regulator:

10

Changes to this policy

We may update this policy when our services, technology, providers or legal obligations change. The effective date at the top identifies the current version. Material changes will be brought to your attention where reasonably required.