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YOUR INFORMATION / BOUNCE ONLINE
Privacy matters. Here’s how we handle your data.
This policy explains what we collect, why we use it, who may receive it and how you can exercise your privacy rights when shopping or speaking with Bounce Online.
Applies to: bounceonline.co.za and our official customer-support and social channels. · Last updated: 5 November 2026.
Only what we need
Order, delivery, support and service data are used for defined business purposes.
Payments handled securely
Card details are entered with the payment provider and are not stored on our site.
You stay in control
You can request access, corrections, certain deletions and marketing opt-outs.
A CLEARER PRIVACY POLICY
A useful explanation, not a blank cheque.
When you place an order, contact us on WhatsApp, send photos to our team or use our site chat, some information is needed to help you. We use it for those purposes, to meet legal obligations, and for limited marketing where permitted. Using our website does not, by itself, mean you consent to every optional use of your information.
Orders and support
We use order and contact details to serve customers and respond to enquiries.
Chats and customer media
Messages and images are used to handle your request. Public marketing use is treated separately.
Marketing choices
Promotional email, WhatsApp and similar outreach follows applicable consent and opt-out rules.
HOW YOUR DATA IS USED
Shopping and service information
What we collect and what happens when you buy, contact or pay us.
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Who is responsible for your information?
Bounce Online operates the online store at www.bounceonline.co.za. In this policy, “Bounce Online”, “we”, “us” and “our” refer to the business responsible for information collected through the store and our official customer-support channels.
Privacy contact: bounceme@bounceonline.co.za · 010 020 6744 · Block A, Surrey Square, corner of Surrey Avenue and Republic Road, Ferndale, Randburg, Johannesburg.
For privacy or access-to-information requests, use the subject “For the Information Officer — Privacy Request”. Before publication, the name of the legal entity trading as Bounce Online and the appropriate Information Officer details should be completed and verified.
Other services, such as payment gateways, delivery partners, social platforms and tawk.to, may also process information under their own privacy terms. Using those services does not remove Bounce Online’s obligations for the information we control.
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Information we collect
Depending on how you interact with us, we may process:
- Contact and purchase details: names, email and phone numbers, billing and delivery addresses, business information and products ordered.
- Account and payment records: account identifiers, order history, invoices, provider transaction references, payment status, and refunds. We do not store full card details entered on a payment provider’s hosted page.
- Conversations and media: customer emails, tawk.to chat transcripts, WhatsApp and social-media messages, photographs and videos sent for technical support, product questions or other enquiries.
- Website and advertising data: IP addresses, device/browser information, cookies, session and cart events, website interaction, analytics and ad-conversion events collected by installed services.
- Marketing choices: newsletter preferences, subscription or opt-out requests, reviews and interactions with Bounce Online’s official social accounts.
Please do not send us passwords, full card numbers, CVVs, identity documents, or other sensitive personal information through chat or social media unless necessary and an appropriate secure channel has been arranged.
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Where the information comes from
Information generally comes directly from you when you shop, register, subscribe, ask for a quotation, contact support, send us media or interact with our social profiles.
We may also receive limited information from payment gateways, courier companies, suppliers, fraud-prevention services and platforms used to manage our website or advertisements. For example, a payment provider may return a transaction reference and whether payment was approved; a courier may provide tracking and delivery status.
When you publicly tag or mention Bounce Online on social media, we may see the content that the platform makes available to us. This does not mean that all publicly visible content is automatically licensed for our advertising.
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Why we process personal information
We process information where there is an appropriate lawful justification under POPIA, including performance of a contract, compliance with a legal duty, consent where required, or our legitimate interests and those of relevant third parties where lawful.
- To provide quotations, confirm orders, process payments, arrange deliveries and collections, and maintain customer accounts.
- To answer product questions, check compatibility, provide technical assistance and manage returns, warranties and disputes.
- To communicate important service messages, fraud warnings and changes relevant to an order.
- To operate, protect, troubleshoot and improve the website, checkout, chat and customer service.
- To keep financial, tax, audit and other records required by law, and respond to valid legal requests.
- To run appropriate advertising and communicate offers where the required notice, consent or existing-customer exception applies.
We do not treat acceptance of an order or use of the website as blanket permission for unrelated marketing or unrestricted reuse of customer content.
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Payments and financial information
We offer payment options through independent gateways and finance providers available at checkout, which may include PayFast, Payflex, TradeSafe and iKhokha. The payment options shown at checkout determine which provider you use.
When a payment provider’s secure window or hosted page opens, your payment-card information is entered with that provider, not into Bounce Online’s website. Bounce Online does not collect or store your full card number, card expiry date or card security code (CVV) on its website. The relevant provider handles those details under its own security procedures and privacy policy.
We do retain the order and payment information needed to operate the store — for example, your name, billing and delivery details, order value, payment method, transaction reference, payment status, and refund or reconciliation records. Payment service providers may send us limited transaction details, including masked identifiers or tokens where their integration supports them.
Pay-later, finance or credit services may separately assess eligibility and process information under their own terms. For electronic transfers and refunds, bank information may be processed where necessary. Please never send full card details or CVVs by chat, WhatsApp, social media or ordinary email.
MESSAGES, MEDIA & MARKETING
Your conversations and content
How conversations, content and third-party services are handled.
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WhatsApp, Facebook, Instagram and other social channels
If you contact Bounce Online through WhatsApp, Facebook, Instagram or another official account, we use the message and associated contact or profile details to respond, provide support, arrange an order or follow up on your enquiry.
Those platforms are operated by third parties (including Meta for WhatsApp, Facebook and Instagram). They may process information under their own privacy policies and may store information outside South Africa. Messages and media sent through their services are subject to the platform’s systems and settings as well as any records we lawfully keep for customer service.
An enquiry is not a marketing subscription. We will not treat an ordinary support conversation as consent to ongoing promotional WhatsApp or direct-message broadcasts. Marketing is handled as explained in the section below.
Comments, reviews and posts you publish publicly may be visible to others. If you need to share order information or a private complaint, use a private message, our website chat or email rather than a public comment.
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Website chat and AI-assisted responses
Our website uses tawk.to for live chat and customer support. When you open or use the chat, tawk.to may process the message content, name or contact information you provide, IP address, device/browser details, chat identifiers, cookies and relevant page/session activity to operate the service and help us respond.
tawk.to hosts chat records and support tickets on its own infrastructure, currently using data centres in the United States. According to its published documentation, conversations can remain stored until they are deleted by the account administrator, subject to applicable retention and backup cycles. We can access relevant conversation records through the service to handle enquiries, support requests and disputes. You may contact us to request a review, correction or deletion of records where the law permits it.
Where the site offers an automated or AI-assisted chat reply, it is provided for general guidance. Automated answers may be incorrect, incomplete or out of date, including information about stock, price, compatibility, delivery or warranties. Please confirm important buying decisions with our team. Automated answers do not independently override confirmed order terms, and nothing in this notice removes statutory consumer rights.
Do not send full payment-card details, passwords or unnecessary sensitive personal information through chat. You can contact us by email, telephone or WhatsApp if you would rather not use the website chat service. See tawk.to’s privacy policy for its own service practices.
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Photographs, videos and other material you send us
You may send us photographs, screenshots, recordings, documents or videos to help identify equipment, get a quotation, troubleshoot a fault, process a warranty claim or show us a project. We may use, store and share the relevant material internally and with an appropriate supplier, manufacturer, repair agent, delivery partner or support provider where reasonably necessary to handle your request.
Support use and promotional use are different. We will not assume that sending a photograph for customer support grants us unrestricted permission to post it in advertising, on our website or across our social channels. Where we want to use identifiable customer material for marketing, we will seek appropriate permission and explain the proposed use. We may separately request a licence to use the image or video, including permission from other identifiable people or rights holders where necessary.
If you voluntarily submit content expressly for a promotion, campaign or testimonial, additional terms and permission requests may apply to that submission. We may crop or format permitted material for the agreed use, but won’t present it misleadingly.
Please send only media you have a right to share and avoid including unrelated people’s private details. You may request a review of published material you have authorised us to use; we will assess removal or withdrawal requests in line with the relevant permission, available platforms and applicable law.
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Cookies, analytics and advertising
Our website uses cookies, pixels, tags and similar technology for shopping-cart functions, account sessions, site security, analytics and advertising measurement. These may process identifiers, device or browser details, IP-derived location, pages viewed, browsing activity and, where configured, events such as completed purchases.
Providers used on or in connection with our website include Google services, Meta services (such as Facebook and Instagram), and TikTok. Additional tools or partners may operate through WordPress plugins, Google Tag Manager, embedded content or our advertising integrations. The precise tags and cookies in use can change as our website and marketing tools change.
- Essential technologies: help operate the cart, checkout, login, security and customer-service functions.
- Analytics: help us understand website use and identify where customers encounter difficulties.
- Advertising and measurement: help us measure campaigns, recognise ad interactions and, where lawful, show or assess relevant advertising across other services.
- Third-party features: tawk.to chat, YouTube videos, maps or social embeds may set their own cookies or make connections when loaded.
Google, Meta, TikTok and other providers may process information under their own privacy notices. Where the law requires consent or another lawful basis for particular non-essential tracking, we must implement appropriate mechanisms. Browser and device settings can also restrict cookies and certain advertising technologies; doing so may affect website features. This notice is not a substitute for a properly configured consent mechanism where one is required.
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Who we share information with
We share only information reasonably needed for the relevant purpose and subject to the law. Depending on your order or enquiry, recipients may include:
- Payment and finance services to authorise, reconcile or refund payments.
- Couriers, freight partners and collection services to deliver or return goods.
- Local suppliers, distributors, manufacturers and repair centres to source stock or investigate a product, warranty or support request.
- Website hosting, security, email, customer service, analytics, advertising and cloud providers that operate services for or with us.
- Professional advisers, insurers, debt-recovery providers and public authorities where there is a lawful reason, including legal claims, tax obligations or valid legal requests.
We do not give third parties unrestricted access to our customer records merely because they have a commercial relationship with us. We seek appropriate data-processing and confidentiality safeguards for providers processing information on our behalf.
PROTECTION & YOUR CHOICES
Your rights and data protection
How information is protected, when it is retained and what you can ask us to do.
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Information stored or processed outside South Africa
Some providers supporting Bounce Online operate outside South Africa. For example, tawk.to states that chat records are stored in United States data centres. Website hosting services, payment providers, messaging platforms, analytics providers and advertising platforms may also process information internationally.
We remain responsible for identifying a lawful basis and suitable protections for cross-border transfers where section 72 of POPIA applies. Depending on the circumstances, this may involve legally adequate contractual or other safeguards, a permitted contractual necessity or another basis recognised by law. Simply browsing the website is not blanket consent to all overseas transfers.
Please contact us if you have a specific question about a service provider’s handling or location of personal information.
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Marketing messages and how to opt out
We may send offers, product news and promotions by email, SMS, WhatsApp or similar channels where you have given the required consent or another legal permission applies. For existing customers, POPIA may permit messages about our own similar products or services under specific conditions, including a free, straightforward opportunity to object when details are collected and with every marketing message.
You can unsubscribe using the option in the message, reply with an opt-out request where supported or email bounceme@bounceonline.co.za. We will honour valid objections and maintain necessary suppression records so we do not contact you again for that purpose.
Stopping marketing does not prevent essential order, payment, safety, recall or service-related messages. We do not regard a purchase or a support conversation as blanket consent to every promotional channel.
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How long we keep information
We keep customer information for as long as reasonably necessary to fulfil orders, respond to queries, support warranties and returns, resolve disputes, maintain relevant business records or comply with legal retention duties. Financial and transaction records may need to be kept for statutory accounting or tax periods.
tawk.to currently retains chat and ticket records on its servers until they are deleted by the account administrator, subject to certain backup and legal retention requirements. We intend to review and manage the chat records we retain for legitimate business needs. WhatsApp and social media conversations may also remain available in the relevant platform accounts, subject to their settings and legal requirements.
Where personal information is no longer required and there is no lawful reason to keep it, we will take reasonable steps to delete, destroy or de-identify it, including by making suitable requests to service providers where appropriate.
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How we protect information
We recognise our responsibility to protect the personal information we handle. We take reasonable, risk-appropriate organisational and technical measures to help prevent unauthorised access, misuse, loss or disclosure. We also rely on specialist hosting, payment and communications providers for parts of the service and must assess the safeguards appropriate to those relationships.
No website or third-party system can guarantee absolute security. If we have reasonable grounds to believe personal information has been accessed or acquired by an unauthorised person, we will assess the incident and meet our notification and remediation obligations under POPIA, including contacting the Information Regulator and affected customers where required.
Please keep your account credentials secure, avoid sending unnecessary sensitive information over ordinary chat, and notify us promptly if you suspect a fraudulent message or unauthorised access connected to Bounce Online.
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Your privacy rights and how to exercise them
Subject to the applicable requirements and exceptions in POPIA and PAIA, you may have the right to:
- Ask whether we hold personal information about you and request access to it.
- Request correction of inaccurate, incomplete, misleading, outdated or irrelevant information.
- Request deletion or destruction where the law requires or permits it.
- Object to certain processing, including qualifying direct marketing, or withdraw consent where consent is the basis for processing.
- Raise a complaint with us and, if necessary, with the Information Regulator of South Africa.
Send requests to bounceme@bounceonline.co.za with the subject “For the Information Officer — Privacy Request”. We may need reasonable identity verification before sharing or changing account information. We will respond in accordance with applicable law. Some records cannot be immediately deleted where there is a legal duty to retain them or an ongoing dispute.
If you remain dissatisfied, you can contact the Information Regulator or submit a POPIA complaint using its official channels.
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Children and other people's information
Our store is not intended to gather personal information from children for targeted marketing. A parent or legal guardian should assist with orders where required. If we become aware that information about a child has been collected or used without an appropriate basis or required authorisation, we will assess and address it in accordance with POPIA.
If you provide another person’s delivery details, share a photograph showing other people or send a third party’s personal information, please make sure you have a lawful reason and only disclose what is necessary.
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Changes to this policy
We may update this notice to reflect changes in our services, technology, service providers or legal requirements. We will publish the revised version here with an updated revision date and provide additional notice where required by law or appropriate for a material change.
This privacy policy explains our processing practices; it does not replace our Terms and Conditions or Delivery & Returns Policy. Nothing in this notice removes consumer rights provided by law.
PRIVACY QUESTIONS?
Talk to our team.
If you need a copy of your information, have a concern about a message or want to stop marketing, contact us and mark your message for the Information Officer.
Phone: 010 020 6744 · Email: bounceme@bounceonline.co.za · Ferndale, Johannesburg
For more about purchases, cancellations and delivery, please see our Terms and Conditions and Delivery & Returns Policy.