A. Who We Are

The purpose of this Privacy Policy is to explain how, why, and when Raines Africa (Pty) Ltd, including its subsidiaries and business units operating in South Africa, Zimbabwe, and Zambia (collectively referred to as “Raines Africa”), collects, uses, and processes your Personal Information in compliance with the Protection of Personal Information Act 4 of 2013 (“POPIA”).

We respect your privacy and take the protection of Personal Information seriously. To provide you with efficient service—whether through our e-commerce stores, export services, logistics, or customer support—we may need to process certain Personal Information.

By using our websites, platforms, or services (collectively “Platforms”), you agree to the processing of your Personal Information as described in this Privacy Policy.

Please read this Privacy Policy together with any other terms, conditions, or notices Raines Africa may provide when collecting or processing your Personal Information.

This Privacy Policy applies to all users of our Platforms.

In this Privacy Policy:

• “Personal Information” and “process/processing” have the meanings given in POPIA.
• “we”, “us” or “our” refers to Raines Africa.
• “you” refers to every person accessing or using our Platforms.
• “user” refers to anyone who registers on our Platforms or interacts with us digitally.
• “Platforms” refer to Raines Africa’s websites, mobile applications, and online systems.

B. What Personal Information We Collect And Receive

Raines Africa processes Personal Information in a reasonable, adequate, relevant, and purpose-specific manner. We may receive information directly from you, your devices, trusted third parties, and public sources.

You provide Personal Information when you:

• register or purchase goods on our Platforms;
• contact us through our customer service channels;
• interact with us on social media;
• engage with third-party partners we work with (logistics, payment providers, regulators);
• make your information publicly available online.

The Personal Information we may collect includes, but is not limited to:

• full name and surname;
• email address;
• phone number;
• physical/delivery address;
• identification number (e.g., ID/passport);
• gender (optional);
• date of birth;
• online identifiers;
• location data;
• social media profiles;
• payment and billing details;
• information voluntarily submitted when contacting support.

You warrant that the information you provide is accurate, current, true, and does not impersonate any other person.

Information from using the Platforms

When you access our Platforms, we automatically receive information such as:

• log data (usage times, pages viewed, browsing activity);
• device and browser information;
• IP address;
• geolocation (GPS, cell towers, WiFi networks, if enabled);
• recorded customer service communications (calls, emails, chats).

C. Why We Process Your Personal Information

Raines Africa processes Personal Information primarily to provide our e-commerce, export, and logistics services. We may lawfully process your information to:

• identify and verify you;
• provide access to our Platforms and services;
• process and deliver orders;
• process payments;
• communicate updates and service notifications;
• comply with legal and tax obligations;
• secure our systems and detect fraud;
• develop and improve our products and business operations;
• conduct research, analytics, and statistical reporting (not identifiable to you).

We may process your Personal Information where necessary to protect or pursue legitimate interests, such as:

• business and operational management;
• improving our products and services;
• fraud detection and prevention;
• business continuity and security;
• enforcing our rights;
• tailoring user experiences;
• conducting internal analytics and audits;
• sending marketing communications (unless you opt out).

D. Direct Marketing

We may use your Personal Information to send you marketing content about products, promotions, or services we believe may interest you, through:

• Email
• WhatsApp
• SMS
• Phone
• Social media
• Online advertising

If you are not a registered user, we will send electronic marketing only if you give consent. You may opt out of marketing at any time.

E. User Tracking And Cookies

We use cookies and tracking technologies to:

• enhance and personalise your shopping experience;
• analyse user behaviour and platform performance;
• prevent fraud;
• deliver relevant advertising.

By using our Platforms, you consent to our use of cookies.

F. Who We Share Your Personal Information With

We do not sell your Personal Information.

We may share your information with third parties only when:

• you provide consent;
• required to fulfil a contract (e.g., delivery partners);
• required by law;
• necessary to protect legitimate interests.

These third parties may include:

• employees and authorised personnel;
• logistics and courier partners;
• payment gateways and banks;
• IT and cloud service providers;
• fraud prevention and security agencies;
• regulators and law enforcement;
• business partners or affiliates.

We require third parties to maintain strict confidentiality and comply with POPIA. Our Platforms may contain third-party links. We are not responsible for their privacy practices.

G. Retention Of Records

We retain your Personal Information only for:

• as long as necessary to provide services;
• as required by law;
• our internal policies;
• the duration of your consent;
• the period required to protect our legal interests.

Once no longer required, information is securely deleted.

H. Transfer Of Personal Information Outside South Africa

Because Raines Africa operates across South Africa, Zimbabwe, and Zambia, and uses international service providers, we may transfer Personal Information outside South Africa for:

• cloud services;
• storage and backups;
• payment processing;
• operational support.

Such transfers are done in compliance with POPIA.

By using our Platforms, you consent to international data transfers as outlined.

I. Securing Your Personal Information

We implement appropriate technical and organisational measures to safeguard your Personal Information, including:

• secure data storage and encryption;
• physical and network security;
• strict access control;
• monitoring and auditing;
• secure disposal of records;
• confidentiality agreements with third parties;
• incident and breach response procedures.

If you disclose your information to a third party that is not Raines Africa, we cannot be held liable for misuse outside our control.

J. Responsible AI Use Statement

Raines Africa uses Artificial Intelligence (AI) technologies responsibly and ethically. Our guiding principles include:

• beneficial use with human oversight;
• technical excellence and robust standards;
• fairness and minimising bias;
• accountability and transparency;
• privacy and data security in line with POPIA.

K. Your Rights

You may exercise the following rights under POPIA once adequate proof of identity is provided:

• request access to your Personal Information;
• request correction, deletion, or updating of your data;
• withdraw consent (subject to service limitations);
• request the identity of third parties who accessed your data;
• object to certain types of processing;
• request restrictions on processing;
• lodge complaints with the Information Regulator;
• request evidence of our POPIA compliance.

Withdrawal of consent may affect your ability to use our services.

L. Complaints – Information Regulator

If you believe Raines Africa is not complying with POPIA, you may lodge a complaint with the Information Regulator.

Information Regulator contact details:
Visit justice.gov.za/inforeg 

M. Changes To This Privacy Policy

This Privacy Policy replaces previous versions. Updates may occur from time to time. The version displayed on our Platforms applies to you.