1. Who we are

Demo Padel is operated by Jacques Venter, trading as Demo Padel.

For purposes of this Privacy Policy, Demo Padel is responsible for deciding how and why customers’ personal information is collected and used.

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Contact details

Website: demopadel.co.za
WhatsApp: +27 82 421 8748
Email: info@demopadel.co.za
Physical or business address: Kelderhof Country Village, Somerset West
 

2. Purpose of this policy

This Privacy Policy explains:

• what personal information we collect;

• why we collect it;

• how we use and protect it;

• who we may share it with;

• how long we retain it; and

• the rights available to customers regarding their information.

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This policy applies to information collected through our website, booking forms, email, WhatsApp, telephone calls, social media, payment processes, deliveries and in-person interactions.

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3. Information we may collect

Depending on how you interact with Demo Padel, we may collect:

Contact information

• full name;

• telephone and WhatsApp number;

• email address;

• delivery, collection or residential area; and

• preferred method of communication.

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Booking information

• racket selected;

• demo period;

• preferred start date;

• delivery or collection preference;

• booking history;

• payment and deposit amounts;

• return date and time; and

• notes or requests submitted with your booking.

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Identity-verification information

Where reasonably required to protect our demo equipment, we may request:

• confirmation that you are at least 18 years old;

• identification details;

• a copy or photograph of an identity document or driver’s licence;

• proof of address; or

• other reasonable verification information.

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We will only request information that we reasonably need to verify the customer and protect the rental equipment.

Payment information

We may collect:

• payment status;

• transaction reference;

• payment amount;

• refund information; and

• the name associated with the payment.

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Payments may be processed through an external payment provider. Demo Padel does not intend to directly store complete debit or credit card details.

Racket condition and return information

We may collect:

• photographs and videos of the racket at handover and return;

• condition reports;

• one-time return PIN photographs;

• packaging photographs;

• PUDO or courier tracking information;

• locker receipts;

• damage assessments; and

• correspondence concerning loss, damage or late returns.

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Website and device information

When you use our website, certain technical information may be collected automatically, including:

• IP address;

• browser and device type;

• pages visited;

• approximate location based on IP address;

• date and time of access;

• referral source; and

• cookie or analytics information.

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Communication information

We may keep records of communications sent through:

• WhatsApp;

• email;

• website forms;

• social media;

• telephone calls; and

• customer-support conversations.

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4. How we collect information

We may collect personal information:

• directly from you when you complete a booking form;

• when you contact us through WhatsApp, email or social media;

• when you pay for a booking;

• when a racket is handed over or returned;

• when you provide condition photographs or courier information;

• through our website and its cookies;

• from a person making a booking on your behalf; or

• from service providers involved in processing a payment, delivery or return.

Where information is collected from another person, we may take reasonable steps to confirm that they were permitted to provide it.

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5. Why we use your information

We may use personal information to:

• process and manage demo requests;

• confirm racket availability;

• calculate the rental fee and refundable deposit;

• verify a customer’s identity;

• communicate booking details;

• arrange delivery, collection or PUDO returns;

• process payments and deposit refunds;

• record the racket’s condition;

• investigate loss, damage, fraud or late returns;

• respond to questions and complaints;

• provide racket recommendations;

• refer customers to a retail partner where requested;

• maintain accounting, tax and transaction records;

• improve our website and services;

• prevent misuse of our equipment;

• enforce our Rental Terms and policies; and

• comply with legal or regulatory requirements.

We will not use personal information for a purpose that is materially different from the purpose for which it was collected without an appropriate legal basis or, where necessary, further consent.

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6. When providing information is required

Certain information is necessary for us to process a booking, verify the customer, calculate the deposit, arrange delivery and protect the racket.

You may choose not to provide this information. However, Demo Padel may be unable to accept or complete the rental where the required information is not provided.

Information requested for marketing purposes is optional and will not be required to rent a racket.

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7. Sharing personal information

We may share limited personal information with service providers that help us operate the business, including:

• website and hosting providers, such as Wix;

• payment providers;

• email and communication providers;

• WhatsApp or related messaging services;

• PUDO, couriers and delivery providers;

• accountants, tax practitioners or professional advisers;

• IT and security service providers; and

• insurers, assessors or repair providers where there is a damage claim.

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These providers should receive only the information reasonably necessary to perform their services.

We may also disclose information:

• where required by law;

• to protect Demo Padel’s property or legal rights;

• to investigate suspected fraud, theft or unlawful conduct;

• in connection with legal proceedings;

• to law-enforcement or regulatory authorities where lawfully required; or

• as part of a lawful sale or transfer of the business.

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Demo Padel will not sell customers’ personal information.

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8. Retail-partner referrals

Where you ask to purchase a racket through a retail partner, Demo Padel may provide the partner with information reasonably needed to assist with the referral.

This may include:

• your name;

• contact details;

• the racket you demoed;

• the model you are interested in buying; and

• any relevant referral code.
   

We will not send your information to a retail partner for direct marketing unless this is legally permitted and you have been appropriately informed.

Where possible, we may instead provide you with the retailer’s details so that you can contact them directly.
 

9. International processing

Some of the platforms used by Demo Padel may process or store information outside South Africa.

Where personal information is transferred outside South Africa, we will take reasonable steps to ensure that the information receives appropriate protection, including by using reputable providers, contractual safeguards or other measures recognised by applicable law.
 

10. Cookies and website analytics

Our website may use cookies and similar technologies to:

• keep the website functioning;

• remember visitor preferences;

• understand how visitors use the website;

• measure website traffic; and

• improve website performance.
   

Where required, visitors will be given a choice regarding non-essential analytics or marketing cookies.

You may also manage cookies through your browser settings. Disabling certain cookies may affect how parts of the website function.
 

11. Protecting personal information

Demo Padel will take reasonable technical and organisational steps to protect personal information against:

• loss;

• theft;

• unauthorised access;

• misuse;

• alteration;

• accidental disclosure; and

• destruction.
   

Measures may include:

• password-protected accounts;

• limiting access to people who require the information;

• secure payment providers;

• device security;

• access controls;

• secure backups;

• careful verification before disclosing information; and

• secure deletion or destruction when information is no longer required.
   

No electronic system is completely secure, but Demo Padel will take reasonable steps appropriate to the nature of the information being processed.
 

12. Security compromises

If Demo Padel becomes aware that personal information may have been accessed or acquired by an unauthorised person, we will investigate the incident and take the steps required by applicable law.

This may include notifying:

• the Information Regulator;

• affected customers; and

• relevant service providers or authorities.

Any notification will contain available information about the incident and reasonable steps customers may take to protect themselves.
 

13. How long we retain information

We will keep personal information only for as long as it is reasonably needed for the purpose for which it was collected or as required by law.

Retention periods may depend on:

• whether a rental is active;

• whether a deposit or damage matter remains unresolved;

• accounting and tax requirements;

• fraud-prevention needs;

• legal limitation periods;

• contractual obligations; and

• whether the customer has consented to ongoing marketing.
   

Condition photographs and identity-verification information will not be retained indefinitely where they are no longer reasonably required.

When information is no longer needed, it will be securely deleted, destroyed or de-identified where reasonably possible.
 

14. Your rights

Subject to applicable law, you may ask Demo Padel to:

• confirm whether we hold personal information about you;

• provide access to your personal information;

• correct inaccurate or incomplete information;

• update outdated information;

• delete or destroy information that we are no longer permitted to retain;

• object to certain processing;

• withdraw consent where processing depends on consent;

• stop sending direct marketing; or

• explain how your information has been used or shared.
   

We may need to verify your identity before processing a request.

Certain information may need to be retained where required for legal, accounting, fraud-prevention or dispute-resolution purposes.

Requests can be sent to:

Email: info@demopadel.co.za
WhatsApp: +27 82 421 8748
 

15. Information about children

Demo Padel rentals may only be booked by a person who is at least 18 years old.

We do not knowingly request personal information directly from children for the purpose of entering into a rental agreement. A parent or legal guardian must make and manage any booking involving a player under 18.
 

16. Third-party websites

Our website may contain links to retailers, payment providers, social-media platforms or other third-party websites.

Those organisations operate under their own privacy policies. Demo Padel is not responsible for how an external website collects or uses personal information after you leave our website.
 

17. Complaints

Please contact Demo Padel first if you have a concern about how your personal information has been handled.
Email: info@demopadel.co.za
WhatsApp: +27 82 421 8748

You may also submit a complaint to the Information Regulator of South Africa if you believe your personal information has been processed unlawfully.
 

18. Updates to this policy

Demo Padel may update this Privacy Policy when its services, systems, suppliers or legal responsibilities change.

The updated version and effective date will be published on the website.

The version that applied when information was collected may remain relevant to that processing, unless the law or the customer’s agreement permits otherwise.