Privacy Policy

1. Introduction

Exquisite Property Care (“we”, “us”, “our”) is committed to protecting your personal information in accordance with the Protection of Personal Information Act, 2013 (POPIA) and other applicable South African legislation. This policy explains how we collect, use, store, and protect your information when you use our website (keycare.co.za) and our property management services.

2. Information We Collect

We may collect the following personal information:

• Contact details: Name, email address, phone number, and physical/property address — provided when you submit our contact form, WhatsApp us, or sign up as a client.
• Property information: Address, suburb/estate name, and property details relevant to the services we provide.
• Account credentials: Email and password (securely hashed) when you register for the client portal.
• Service records: Visit reports, photographs of your property, invoices, and maintenance history.
• Technical data: IP address, browser type, and pages visited — collected automatically via server logs and Cloudflare.

3. How We Use Your Information

We use your personal information to:

• Provide and manage our property care services
• Communicate with you about your property, visits, and invoices
• Respond to enquiries submitted through our contact form
• Grant you access to the client portal for viewing visit reports, photos, and invoices
• Send service-related notifications (e.g. visit confirmations, invoice reminders)
• Improve our website and services
• Comply with legal and regulatory obligations

We do not sell, rent, or share your personal information with third parties for marketing purposes.

4. Legal Basis for Processing (POPIA)

We process your personal information on the following lawful grounds under POPIA:

• Consent: When you submit a contact form or create an account, you consent to us processing the information provided.
• Contract: Processing is necessary to fulfil our property management service agreement with you.
• Legitimate interest: To maintain the security and performance of our website.
• Legal obligation: Where required by South African law (e.g. tax and accounting records).

5. Data Storage & Security

Your data is stored on secure servers hosted by Amazon Web Services (AWS) in encrypted databases. We implement appropriate technical and organisational measures to protect your personal information, including:

• Encrypted database connections (SSL/TLS)
• Passwords stored using industry-standard one-way hashing (bcrypt)
• HTTPS encryption on all pages via Cloudflare
• Role-based access controls for the client portal and admin systems

6. Third-Party Services

We use the following third-party services to operate our business:

• Cloudflare: DNS, SSL, and website security
• Amazon Web Services (AWS): Server hosting and database storage
• Resend: Transactional email delivery
• Google Workspace: Business email

These providers have their own privacy policies and are contractually bound to protect your data.

7. Data Retention

We retain your personal information only for as long as necessary to provide our services and comply with legal obligations:

• Contact form submissions: Retained for 12 months, then deleted unless you become a client.
• Client records: Retained for the duration of our service agreement plus 5 years (as required for tax and accounting purposes under South African law).
• Property photographs: Retained for the duration of service plus 12 months.

8. Your Rights Under POPIA

You have the right to:

• Access: Request a copy of the personal information we hold about you.
• Correction: Request that we correct any inaccurate or incomplete information.
• Deletion: Request that we delete your personal information, subject to legal retention requirements.
• Objection: Object to the processing of your personal information on reasonable grounds.
• Withdraw consent: Withdraw your consent at any time where consent is the basis for processing.

To exercise any of these rights, contact us using the details below.

9. Cookies & Consent

We use cookies and similar storage technologies on this website to provide essential functionality, understand how the site is used, and measure the performance of our advertising. You choose which categories you allow when you first visit the site, and your choice is stored on your device for 12 months.

A banner on your first visit asks for your consent across three categories:

• Strictly Necessary (always on, cannot be disabled): These support functions the site cannot operate without, including secure session management, navigation, and form submission. They do not identify you personally and are not used for marketing or analytics.
• Analytics (your choice): We use Google Analytics 4 to measure aggregate website usage including page views, traffic sources, browser and device types, and session engagement. When you decline analytics, Google receives an anonymous, cookieless signal indicating that no measurement data may be collected from your visit. No personal identifiers, IP addresses, or device fingerprints are stored.
• Marketing (your choice): If you accept marketing, Google Ads may set cookies that help us measure which advertising channels generate enquiries and serve relevant advertising to you on other websites you visit. When you decline marketing, no advertising cookies are set and no personal data is shared with Google for advertising purposes.

You can change your preferences at any time by clicking “Cookie Preferences” in the footer of any page. Withdrawing consent does not affect any data already collected with your prior consent or processed on the basis of contract or legitimate interest.

We comply with the Protection of Personal Information Act 4 of 2013 (POPIA) and apply equivalent protections for visitors from other jurisdictions, including the EU General Data Protection Regulation and the United Kingdom General Data Protection Regulation. For questions about how we handle your data or to exercise your access, correction, or deletion rights under POPIA, contact us at [email protected].

10. Children's Privacy

Our services are not directed at children under the age of 18. We do not knowingly collect personal information from children.

11. Changes to This Policy

We may update this privacy policy from time to time. Any changes will be posted on this page with an updated “Last updated” date. We encourage you to review this policy periodically.

12. Contact Us

If you have any questions about this privacy policy, wish to exercise your rights, or want to lodge a complaint, please contact us:

• Email: [email protected]
• Phone: +27 64 412 7493
• Location: Plettenberg Bay, Western Cape, South Africa

You also have the right to lodge a complaint with the Information Regulator (South Africa):

• Website: inforegulator.org.za
• Email: [email protected]