Privacy Policy

Protection of Personal Information Act (POPIA) compliant privacy policy for the ChatBasket platform. ChatBasket is a digital ordering and communication platform developed and operated by LATHANE IT CONSULTING (PTY) LTD. This Privacy Policy explains how personal information is collected, used, shared, retained and protected when you use ChatBasket.

1. About ChatBasket

ChatBasket is a product of LATHANE IT CONSULTING (PTY) LTD ("LATHANE IT", "we", "us" or "our"). ChatBasket provides technology and communication services that allow participating stores and businesses ("Merchants") to offer ordering and related services to their customers.

When you use ChatBasket to purchase goods or services from a particular Merchant, that Merchant may also process your personal information for purposes relating to your order, customer relationship, payment, fulfilment, collection or delivery.

2. Information We Collect

Depending on how you use ChatBasket, we may collect and process the following information:

2.1 Identity Information

• Full name;
• Company or organisation name, where applicable;
• Other information you voluntarily provide to identify yourself.

2.2 Contact Information

• WhatsApp/mobile telephone number;
• Email address;
• Delivery contact details;
• Other contact information you voluntarily provide.

2.3 Order Information

• Merchant or store selected;
• Products or services ordered;
• Quantity and order details;
• Order number/reference;
• Order date and time;
• Order status;
• Collection or delivery preference;
• Delivery address or location information where required;
• Communications relating to the order.

2.4 Payment Information

Where payment functionality is provided, payments may be processed through third-party payment service providers.

• Payment status;
• Transaction reference;
• Payment amount;
• Payment date and time;
• Other information necessary to reconcile or administer the transaction.

Unless specifically stated otherwise, LATHANE IT does not intend to store complete payment-card information such as your full card number, CVV or PIN.

2.5 Delivery Information

• Delivery address;
• Location information;
• Recipient name;
• Recipient telephone number;
• Delivery instructions;
• Delivery status.

2.6 WhatsApp and Communication Information

• Messages;
• Voice notes;
• Images;
• Documents;
• Product or order selections;
• Customer enquiries;
• Complaints;
• Relevant communication metadata.

3. How We Use Your Information

• Providing and operating ChatBasket;
• Connecting customers with participating Merchants;
• Processing and managing orders;
• Communicating order confirmations and updates;
• Facilitating payments through applicable payment providers;
• Facilitating collection and delivery;
• Providing customer support;
• Responding to enquiries and complaints;
• Processing refunds or cancellations;
• Preventing fraud, abuse and unauthorised transactions;
• Maintaining records of transactions;
• Improving the ChatBasket platform;
• Monitoring system performance and security;
• Providing technical support to Merchants;
• Complying with legal, regulatory and contractual obligations.

We will not sell your personal information to third parties.

4. Legal Basis for Processing

We process personal information where permitted by POPIA and other applicable law.

• You have provided consent;
• Processing is necessary to perform or enter into a contract;
• Processing is necessary to fulfil an order;
• Processing is required by law;
• Processing is necessary to protect legitimate business interests;
• Processing is otherwise permitted by applicable law.

5. Merchants and Stores

ChatBasket facilitates transactions between customers and participating Merchants. When you place an order, information necessary to fulfil that order may be provided to the relevant Merchant:

• Your name;
• WhatsApp/mobile number;
• Order details;
• Delivery or collection information;
• Payment status;
• Order-related communications;
• Other information reasonably necessary to fulfil the transaction.

The Merchant is responsible for its own handling of customer information and may have additional privacy obligations.

6. Service Providers and Third Parties

We may use trusted third-party service providers to operate ChatBasket, including providers of:

• WhatsApp and messaging services;
• Cloud hosting and infrastructure;
• Database and software services;
• Payment processing;
• Delivery and logistics services;
• Email and notification services;
• Security and fraud prevention;
• Analytics and monitoring;
• Technical support.

Where third parties process personal information on our behalf, we take reasonable steps to require appropriate confidentiality and security protections.

7. WhatsApp and Meta

ChatBasket may use WhatsApp and services provided by Meta Platforms, Inc. to facilitate communication between customers and Merchants. Information transmitted through WhatsApp is also subject to WhatsApp's and Meta's applicable terms, policies and privacy practices.

ChatBasket may receive and process information after it has been transmitted through WhatsApp for purposes such as order processing, customer support, fulfilment and record keeping.

8. Payments

Where ChatBasket provides or facilitates online payment functionality, payment transactions may be processed by an independent payment service provider. ChatBasket may receive confirmation that a payment has been initiated, succeeded, failed, cancelled or refunded. Payment service providers may have their own privacy policies, terms and security requirements.

9. Orders, Cancellations, Refunds and Delivery

ChatBasket facilitates the ordering process between customers and participating Merchants. Specific rules concerning order cancellation, refunds, failed payments, collection, delivery, delivery charges, delayed deliveries, incorrect delivery information and order disputes are governed by the applicable ChatBasket Terms & Conditions and policies published on the ChatBasket website.

10. Location Information

Where delivery or location-based functionality is used, ChatBasket may process location information provided by you or information necessary to determine or facilitate a delivery location, including determining a delivery location, providing delivery instructions, facilitating delivery, identifying an applicable Merchant or service area, and improving service functionality where permitted.

11. Marketing Communications

We may send transactional and service-related communications necessary to administer your account, order or requested service. Where we send direct marketing communications, we will do so in accordance with applicable law and any required consent or lawful basis.

12. Information Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including providing ChatBasket services, completing transactions, maintaining transaction and accounting records, resolving disputes, preventing fraud, maintaining system and security records, complying with legal obligations and enforcing contractual rights.

13. Information Security

We implement reasonable technical, organisational and administrative measures designed to protect personal information against unauthorised access, loss, misuse, destruction, disclosure, alteration and unauthorised processing. Security measures may include access controls, authentication, encryption where appropriate, monitoring, backups and other technical safeguards. However, no electronic communication or storage system can be guaranteed to be completely secure.

14. Cross-Border Transfers

Some technology, hosting, messaging and payment service providers used by ChatBasket may process or store information outside South Africa. Where personal information is transferred across borders, LATHANE IT will take reasonable steps to ensure that the transfer and processing comply with applicable POPIA requirements.

15. Your Rights Under POPIA

Subject to applicable legal limitations, you may have the right to:

• Request access to personal information we hold about you;
• Request correction of inaccurate or incomplete information;
• Request deletion of information where legally permissible;
• Object to certain processing;
• Request restriction of processing in applicable circumstances;
• Withdraw consent where processing is based on consent;
• Lodge a complaint with the Information Regulator.

Information Regulator of South Africa: inforegulator.org.za

16. Children's Privacy

ChatBasket is primarily intended for use by customers who are legally able to enter into transactions. We do not knowingly collect personal information from children for purposes that are prohibited by POPIA or other applicable law.

17. Cookies and Website Technologies

When you visit the ChatBasket website, we may use cookies, analytics tools and similar technologies to operate the website, maintain security, remember preferences, improve website functionality, analyse website usage and improve our services.

18. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to ChatBasket functionality, business practices, third-party service providers, legislation or privacy and security requirements. The latest version will be published on the ChatBasket website.

19. Contact Us

LATHANE IT CONSULTING (PTY) LTD · Product: ChatBasket · Email: privacy@chatbasket.co.za · Website: chatbasket.co.za

20. Complaints

If you believe that your personal information has been processed unlawfully and you are unable to resolve the matter directly with us, you may lodge a complaint with the Information Regulator of South Africa. Information Regulator: inforegulator.org.za · POPIA complaints: POPIAComplaints@inforegulator.org.za