Privacy Policy

1. Information We Collect

We collect the following categories of personal information from you:

• Contact and identification details: Name, phone number, email address (where provided), and physical or property address.
• Service-related details: Property details (e.g., double-storey access, roof type), quote preferences, add-ons (e.g., window cleaning), and any other information you voluntarily submit through our price calculator, booking forms, quote requests, or communications.
• Technical and usage information: IP address, browser type, device information, and basic analytics data collected automatically when you visit our website (if applicable through cookies or similar technologies — see section on Cookies below).
• Other information: Any additional details you provide when contacting us (e.g., via WhatsApp) or requesting commercial/estate servicing.

We only collect information that is adequate, relevant, and not excessive for the purposes described below.

2. How We Collect Your Information

• Directly from you when you use our instant price calculator, submit a quote or booking request, contact us, or interact with the website.
• Automatically through website technologies (e.g., cookies or server logs).
• From third parties only where necessary and lawful (e.g., if you book through a partner platform, though currently we primarily collect directly).

3. Purpose of Processing Your Personal Information

We process your personal information for the following specific, legitimate purposes:

• To provide an indicative price quote for solar panel cleaning, window cleaning, or bundled services.
• To contact you regarding your quote, booking, or service inquiries (including follow-up, scheduling, and site visits).
• To deliver our services safely and efficiently (e.g., confirming property access and requirements).
• To improve our website, services, and customer experience (e.g., through aggregated analytics).
• For administrative, legal, or regulatory compliance purposes (e.g., record-keeping, dispute resolution, or responding to lawful requests).
• Where you have consented, for direct marketing of our related services (you may opt out at any time).

We will not process your information for any other incompatible purpose without your further consent or as permitted by law.

4. Lawful Basis for Processing

We process your personal information based on one or more of the following grounds under POPIA:

• Your consent (where required, e.g., for certain marketing).
• The performance of a contract or steps prior to entering a contract (e.g., providing a quote or service).
• Our legitimate interests (e.g., operating our business, improving services, and ensuring safety during visits).
• Compliance with legal obligations.

Providing your personal information is generally voluntary, but if you do not provide it, we may not be able to provide you with a quote or deliver our services.

5. Sharing Your Personal Information

We may share your personal information with:

• Our trusted service providers and operators, such as our Customer Relationship Management (CRM) system, booking or scheduling tools, payment processors (if applicable), or technicians/contractors who perform the cleaning services. These parties are bound by agreements to process data only on our instructions and with appropriate security.
• Professional advisers, insurers, or legal entities where necessary for legitimate business or legal reasons.
• Regulatory authorities or law enforcement if required by law.

We do not sell your personal information to third parties. Any operators or third parties processing data on our behalf must comply with POPIA and implement adequate security measures.

6. Storage, Retention, and Security

Your personal information is stored securely in our CRM and other necessary systems. We implement reasonable technical and organisational measures to protect against unauthorised access, loss, misuse, or disclosure.

We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, comply with legal obligations, resolve disputes, or enforce agreements. Once no longer needed, we will securely delete or de-identify it.

7. International Transfers

Your data is primarily processed in South Africa. If any transfer occurs outside South Africa (e.g., to cloud-hosted CRM or other services that may have international elements), we will ensure appropriate safeguards are in place as required by POPIA (e.g., binding agreements or adequacy decisions).

8. Cookies and Similar Technologies

We use cookies and similar technologies (such as local storage or pixels) for different purposes, depending on how you use our site.

• Essential / functional: These help the website work as expected — for example, keeping parts of the instant price calculator or forms usable during your visit, maintaining basic security, or remembering choices you make on the site. Where they are strictly necessary, they may be set without separate consent.
• Analytics (e.g. Google Analytics): We use analytics tools, including Google Analytics (and related Google measurement technologies), to understand how visitors use our website — such as pages viewed, approximate location derived from IP, device and browser type, and aggregated traffic patterns. This helps us improve content, performance, and user experience. Analytics may rely on cookies or similar identifiers placed on your device.
• Tag management (e.g. Google Tag Manager): We may use Google Tag Manager or similar services to deploy and manage analytics (and, where applicable, other) tags in a controlled way. Tag Manager itself may set technical cookies; the tags it loads determine what data is collected.

Data collected through these technologies may be processed by us and by our service providers (including Google) in accordance with their terms and privacy notices. Some processing may involve servers or subprocessors outside South Africa — see section 7 (International Transfers).

You can control or delete cookies through your browser settings (including blocking third-party cookies). Blocking or deleting cookies may affect how certain features work. Where POPIA or other law requires consent for non-essential cookies or similar technologies, we will only use them after you have agreed, for example via a cookie banner or preference tool if we implement one.

9. Your Rights as a Data Subject

Under POPIA, you have the right to:

• Request access to the personal information we hold about you.
• Request correction or deletion of inaccurate, irrelevant, excessive, or outdated information.
• Object to the processing of your personal information (on reasonable grounds).
• Withdraw consent where processing is based on consent.
• Lodge a complaint with the Information Regulator if you believe we have not handled your information lawfully.

To exercise any of these rights, please contact our Information Officer using the email address in section 11 below. We will respond within a reasonable time and may require verification of your identity.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The updated version will be posted on this website with a revised "Last updated" date. Continued use of our website or services after changes constitutes acceptance of the updated policy.

11. Information Officer

For questions about this Privacy Policy, our data practices, formal POPIA requests, or to exercise your rights as a data subject, contact:

privacy@helioclean.co.zaFor the attention of the HelioClean Information Officer

By using our website and submitting any information, you acknowledge that you have read and understood this Privacy Policy.