Introduction

Ceramiq respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how Ceramiq collects, uses, stores, shares and protects personal information when you visit our website, purchase products, book a service, contact our team, participate in a promotion or otherwise interact with Ceramiq.

For purposes of this Privacy Policy, the terms “Ceramiq”, “we”, “us” and “our” refer to the business responsible for operating the Ceramiq website and providing Ceramiq products and services.

We process personal information in accordance with the Protection of Personal Information Act 4 of 2013, commonly referred to as POPIA, and other applicable South African laws.

Personal Information We Collect

Depending on how you interact with Ceramiq, we may collect the following categories of personal information.

Identity and Contact Information

• Full name.
• Email address.
• Telephone or mobile number.
• Billing address.
• Delivery address.
• Customer or account reference details.

Order, Booking and Transaction Information

• Products purchased.
• Services booked.
• Appointment dates and times.
• Order and booking history.
• Payment status and transaction references.
• Delivery or collection instructions.
• Returns, exchanges and refund information.
• Correspondence relating to an order or booking.

Vehicle Information

Where relevant to a Ceramiq service, we may collect:

• Vehicle make and model.
• Vehicle colour.
• Vehicle registration number.
• Vehicle condition and service requirements.
• Photographs of the vehicle.
• Other information required to complete the requested service.

Payment Information

Payments may be processed by third-party payment providers. Ceramiq may receive limited payment-related information such as:

• Payment confirmation.
• Payment method.
• Transaction reference.
• Payment status.
• Partial card details supplied by the payment provider.

We do not intentionally store complete payment-card details unless this is securely facilitated by an authorised payment provider.

Website and Device Information

• IP address.
• Browser and device type.
• Operating system.
• Pages visited.
• Date and time of access.
• Referring website.
• Cookie identifiers.
• Website activity and approximate technical location.

Communications and Customer-Service Information

We may collect information you provide through email, telephone, WhatsApp, website forms, online chat, social media, reviews, competitions and customer-service enquiries.

Marketing Preferences

We may record your marketing consent, selected communication channels, subscription status and communication preferences.

How We Collect Personal Information

Ceramiq may collect personal information:

• Directly from you.
• When you purchase a product or book a service.
• When you create or update an online account.
• When you complete a website form.
• When you subscribe to marketing communications.
• When you contact customer support.
• When you visit a Ceramiq location.
• Through cookies and similar technologies.
• From payment, courier, booking or technology providers.
• From social-media platforms where you interact with us.
• From public sources where collection is lawful and appropriate.

How We Use Personal Information

Ceramiq may use personal information to:

• Process and fulfil orders.
• Arrange delivery or collection.
• Manage service bookings.
• Provide vehicle-care and related services.
• Process payments.
• Issue invoices, receipts or store credit.
• Manage returns, exchanges and complaints.
• Communicate with you about orders or bookings.
• Provide customer support.
• Manage customer accounts.
• Verify information and prevent fraud.
• Improve our products, services and website.
• Analyse website usage and customer trends.
• Administer promotions, competitions and loyalty initiatives.
• Send marketing communications where legally permitted.
• Maintain business, financial and tax records.
• Enforce our policies and terms.
• Protect our customers, systems and business.
• Comply with legal and regulatory requirements.

Legal Grounds for Processing

Depending on the circumstances, Ceramiq may process personal information where:

• You have provided consent.
• Processing is necessary to perform a contract with you.
• Processing is necessary to take steps at your request before entering into a contract.
• Processing is required to comply with a legal obligation.
• Processing protects a legitimate interest of Ceramiq or a third party.
• Processing protects your legitimate interests.
• Another lawful basis applies under POPIA.

Where processing is based on consent, you may withdraw your consent, subject to legal and contractual limitations.

Direct Marketing

Where legally permitted, Ceramiq may use your contact information to send you information about:

• Promotions.
• Products and services.
• Special offers.
• Events.
• Competitions.
• Ceramiq news and updates.

You may unsubscribe from marketing communications at any time by using the unsubscribe option contained in an email, replying to the relevant communication where available or contacting us at:

Unsubscribing from marketing will not prevent Ceramiq from sending transactional or service-related communications, such as payment, booking, delivery or order notifications.

Cookies and Similar Technologies

Our website may use cookies and similar technologies to:

• Enable website functionality.
• Remember your preferences.
• Maintain your shopping cart or session.
• Understand website usage.
• Improve website performance.
• Support security and fraud prevention.
• Measure advertising effectiveness.
• Personalise content or marketing where permitted.

You may be able to block or delete cookies through your browser settings. Disabling certain cookies may affect the functionality of the website.

Sharing Personal Information

Ceramiq may share personal information with trusted service providers where reasonably necessary, including:

• Website-hosting providers.
• E-commerce and booking platforms.
• Payment processors.
• Banks and financial-service providers.
• Couriers and delivery partners.
• Marketing and communication platforms.
• Email, SMS and WhatsApp providers.
• Analytics providers.
• Customer-support providers.
• Professional advisers.
• Insurers.
• Fraud-prevention providers.
• Government, regulatory or law-enforcement authorities where legally required.

Service providers may process personal information only for the relevant service or lawful purpose and should apply appropriate privacy and security safeguards.

Ceramiq does not sell personal information as a commercial product.

Cross-Border Processing

Some service providers or technology platforms may store or process personal information outside South Africa.

Where personal information is transferred across borders, Ceramiq will take reasonable steps to ensure that the transfer is lawful and that appropriate safeguards are applied.

Information Security

Ceramiq takes reasonable technical and organisational measures to protect personal information against:

• Loss.
• Misuse.
• Unauthorised access.
• Unauthorised disclosure.
• Alteration.
• Destruction.
• Unlawful processing.

Security measures may include access controls, password protection, encryption, secure hosting, restricted staff access, system monitoring, backups, confidentiality obligations and internal security procedures.

No website, transmission method or electronic storage system can be guaranteed to be completely secure.

Where required by law, Ceramiq will respond to a security compromise and notify affected individuals and the Information Regulator where appropriate.

Retention of Personal Information

Ceramiq will retain personal information only for as long as reasonably necessary to:

• Fulfil the purpose for which it was collected.
• Complete orders, transactions or bookings.
• Maintain business and accounting records.
• Comply with legal, tax or regulatory obligations.
• Resolve disputes.
• Enforce agreements.
• Protect legitimate business interests.

Personal information that is no longer required will be securely deleted, destroyed, de-identified or anonymised where reasonably possible.

Accuracy of Information

Ceramiq relies on you to provide accurate, complete and current personal information.

Please notify us where your information changes or where you believe information held by Ceramiq is inaccurate, incomplete or outdated.

Your Privacy Rights

Subject to POPIA and any lawful limitations, you may have the right to:

• Ask whether Ceramiq holds personal information about you.
• Request access to your personal information.
• Request correction or deletion of inaccurate, irrelevant, excessive, outdated or unlawfully obtained information.
• Object to certain processing.
• Withdraw consent where processing is based on your consent.
• Object to certain direct-marketing communications.
• Request information about third parties that received your personal information.
• Lodge a complaint with the Information Regulator.

Ceramiq may need to verify your identity before processing a privacy request.

Children’s Personal Information

Our website, products and services are not intentionally directed at children without appropriate adult involvement.

Where Ceramiq processes the personal information of a child, we will do so only where legally permitted and with appropriate consent or authorisation where required.

Third-Party Websites

Our website may contain links to third-party websites or services.

Ceramiq does not control the privacy practices of third parties and is not responsible for their privacy policies, security or content.

You should review the privacy policy of any third-party website before providing personal information.

Social Media

Where you interact with Ceramiq through social-media platforms, your information may also be processed by the relevant platform according to its own terms and privacy policy.

Information posted publicly may be visible to other users.

Changes to This Privacy Policy

Ceramiq may update this Privacy Policy from time to time to reflect changes to:

• Our products and services.
• Our systems and technology.
• Legal or regulatory requirements.
• Our privacy and security practices.

The latest version of this Privacy Policy will be published on this page.

Contact Ceramiq

Questions, requests or complaints regarding this Privacy Policy or Ceramiq’s processing of personal information may be sent to: