Privacy Policy

1. Introduction

ProHelp ("ProHelp", "we", "our", or "us") respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store, share, and protect your personal information when you access or use the ProHelp website and platform (the "Platform"), and informs you of your rights under the Protection of Personal Information Act, 2013 ("POPIA").

This policy applies to all users of ProHelp, including customers seeking services ("Customers") and service professionals ("Pros").

2. Information We Collect

We may collect, use, store, and process the following categories of personal information:

2.1 Account & Identity Information

• Name and surname
• Email address and phone number
• Location and address information
• Username and password

For Pros, this may also include:

• Business name and registration details
• Qualifications, licenses, and identity documentation required for verification (including FICA-related information)

2.2 Usage & Technical Information

• IP address and general location data
• Browser type, device information, and operating system
• Pages visited and actions taken on the Platform
• Login data and interaction logs

2.3 Communications

• Messages exchanged between Customers and Pros via the Platform
• Communications with ProHelp support

2.4 Marketing & Preferences

• Marketing preferences
• Subscription information
• Feedback, reviews, and survey responses

2.5 Aggregated Data

We may use aggregated or anonymised data for analytics and reporting purposes. This data does not identify you personally.

3. How We Use Your Personal Information

We process personal information only where lawful and necessary. We may use your information to:

• Provide, operate, and maintain the Platform
• Connect Customers with suitable Pros
• Create and manage user accounts
• Process Pro registrations and verification checks
• Communicate with you regarding your account, services, or updates
• Improve platform performance and user experience
• Conduct analytics, testing, and research
• Send service-related communications
• Send marketing communications (where permitted or consented to)
• Detect, prevent, and address fraud, abuse, or security issues
• Comply with legal and regulatory obligations

4. Lawful Basis for Processing (POPIA)

We process your personal information based on one or more of the following lawful grounds:

• Your consent
• Performance of a contract with you
• Compliance with legal obligations
• Legitimate interests, provided these do not override your rights

5. Information Sharing

We may share your personal information with:

• Other Users: Limited profile information is visible to facilitate service requests
• Service Providers: Third parties assisting with hosting, analytics, communications, verification, or support
• Legal or Regulatory Authorities: Where required by law or to protect our rights

We do not sell your personal information to third parties.

6. Data Security

We implement reasonable technical and organisational measures to protect personal information against loss, unauthorised access, disclosure, or misuse.

However, no system is completely secure, and we cannot guarantee absolute security of information transmitted or stored electronically.

7. Data Retention

We retain personal information only for as long as necessary to fulfil the purposes outlined in this policy, comply with legal obligations, resolve disputes, and enforce agreements.

When personal information is no longer required, it is securely deleted or anonymised.

8. Your Rights Under POPIA

You have the right to:

• Access your personal information
• Request correction of inaccurate or incomplete information
• Request deletion of your personal information
• Object to the processing of your personal information
• Withdraw consent where processing is based on consent
• Lodge a complaint with the Information Regulator of South Africa

Requests may be submitted using the contact details below.

9. Cookies & Tracking Technologies

We use cookies and similar technologies to enhance functionality, analyse usage, and improve user experience.

You can control or disable cookies through your browser settings. Disabling cookies may affect platform functionality.

10. Marketing Communications

You may receive marketing communications from us where permitted by law or where you have consented.

You can opt out of marketing emails at any time by using the unsubscribe link provided or by contacting us directly.

11. Cross-Border Data Transfers

Where personal information is transferred outside South Africa, we ensure appropriate safeguards are in place in accordance with POPIA.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Updates will be posted on this page, and the "Last updated" date will be revised.

Continued use of the Platform after changes are posted constitutes acceptance of the updated policy.