Privacy Policy

VISUAL WORKS PTY LTD

PRIVACY AND PERSONAL INFORMATION PROTECTION POLICY

  DOCUMENT CODE  VWWEBPP01  
  VERSION  0 – Original  
  EFFECTIVE DATE  17 July 2026  
  STATUS  Approved  

Visual Works Pty Ltd
Unit C, 169 Chester Road, Malvern, Queensburgh, Durban, KwaZulu-Natal, 4093
admin@visualworks.co.za | 031 702 7773 | visualworks.co.za

Approved company policy.blication.

At a glance Visual Works uses personal information to respond to enquiries, create customer accounts, process orders and payments, arrange delivery or collection, provide support, secure the website and meet legal obligations. We do not sell personal information.

1. Who We Are

Visual Works Pty Ltd (“Visual Works”, “we”, “us” or “our”) is responsible for the personal information described in this Privacy Policy.

  • Website: visualworks.co.za
  • Address: Unit C, 169 Chester Road, Malvern, Queensburgh, Durban, KwaZulu-Natal, 4093
  • Email: admin@visualworks.co.za
  • Telephone: 031 702 7773

This policy applies to the Visual Works website, online shop, customer accounts, contact and quotation forms, order communications and website-assisted WhatsApp enquiries. It also applies where Visual Works divisions use the same company systems.

2. What This Policy Covers

This policy explains what information we collect, why we use it, who we may share it with, how long we keep it, how we protect it and the choices and rights available to you under South African law, including the Protection of Personal Information Act 4 of 2013 (POPIA).

3. Information We May Collect

Depending on how you use the website or deal with us, we may collect:

  • your name, business name, email address and telephone number;
  • billing, delivery, collection, site or installation addresses;
  • account registration and login information;
  • products viewed, cart contents, order history, quantities, delivery choice, customer notes, returns, warranty or support information;
  • quotation, enquiry, project or installation information you provide;
  • payment status, amount and transaction reference. We do not receive or store your full card number or online-banking credentials;
  • your IP address, browser, device, session, cookie and website activity information;
  • messages you send through email, contact forms or WhatsApp, including the product, SKU and page link included in a pre-filled WhatsApp message;
  • other information you voluntarily provide or that we are legally required to collect.

4. How We Collect Information

  • directly from you when you submit a form, request a quotation, create an account, place an order, contact us or provide project information;
  • automatically through essential website cookies, sessions, security logs and similar technologies;
  • from an authorised representative, employer, customer, supplier, dealer or business partner;
  • from payment, delivery, technical and support providers where necessary and lawful;
  • from public or official sources where appropriate for business, tender, fraud-prevention or compliance purposes.

5. Why We Use Your Information

  • to respond to enquiries and prepare quotations;
  • to create and manage customer accounts;
  • to process orders, payments, delivery, collection, installation, returns, repairs, warranties and support;
  • to send order, account, security and service communications;
  • to perform a contract or take steps you request before entering into a contract;                                                                   
  • to maintain tax, accounting, transaction and business records;
  • to prevent fraud, protect customers, secure the website and investigate incidents;
  • to improve our website, services and customer experience using proportionate information;
  • to comply with legal, regulatory, tender and lawful authority requirements;
  • to send marketing only where permitted, with a clear way to opt out.

6. Online Shop and Customer Accounts

You may be able to buy as a guest or create an account. An account can help you view orders and manage your details. You are responsible for keeping your login information confidential and should contact us if you suspect unauthorised access.

When you place an order, we create an order record containing the information required to fulfil the purchase, arrange delivery or collection, communicate with you and meet legal record-keeping requirements.

7. Payments

Online payments are processed by PayFast. Payment information is submitted to PayFast through its secure payment environment and is also governed by PayFast’s privacy terms. Visual Works receives the information required to confirm the transaction, such as the order, payment status, amount and transaction reference. We do not store full payment-card details or online-banking credentials.

8. Delivery, Collection and Installation

Where you choose delivery, collection or installation, we may share the minimum necessary information with an approved courier, dealer, installer or logistics partner. This may include your name, address, telephone number, order details and delivery instructions. These parties may use the information only for the authorised service and related compliance or dispute purposes.

9. Email and Order Communications

We use authorised email and cloud services, including Microsoft 365, to send quotations, account messages, order confirmations, payment and delivery updates, support responses and other business communications. Short-term delivery logs may be kept for troubleshooting and security.

10. WhatsApp Assistance

Our website may display a WhatsApp help button. If you choose to use it, a pre-filled message may include the product name, SKU and page link you were viewing. When you continue to WhatsApp, your communication is also processed under WhatsApp and Meta’s terms and privacy practices. Please do not send sensitive information through WhatsApp unless it is necessary and requested by an authorised Visual Works representative.

11. Cookies and Similar Technologies

The website uses essential cookies and similar technologies to operate the cart and checkout, maintain sessions, support account login, remember choices, prevent fraud and protect the website. If analytics or marketing technologies are enabled, they will be managed through the appropriate notice and consent controls.

You can control cookies through your browser or any cookie settings provided on the website. Blocking essential cookies may stop the cart, checkout, account or other website functions from working correctly.

12. Marketing

Creating an account or buying a product does not automatically mean that you must receive unrelated marketing. We send electronic marketing only where permitted by law. Every marketing message will provide a practical way to opt out. We may keep an opt-out record so that we do not contact you again against your wishes.

13. When We Share Information

We may share information only where necessary and lawful with:

  • PayFast and other authorised payment or fraud-prevention providers;
  • couriers, collection points, installers, dealers and service partners;
  • website, e-commerce, hosting, security, backup and technical-support providers;
  • Microsoft 365 and other authorised cloud or email providers;
  • WhatsApp / Meta when you choose to start a WhatsApp conversation;
  • accountants, auditors, insurers, legal advisers and other professional advisers;
  • government, regulatory, law-enforcement, tax or tender authorities where required by law;
  • a successor or purchaser in a lawful business restructuring, subject to appropriate safeguards.

We do not sell personal information.

14. Information Processed Outside South Africa

Some cloud, email, website, messaging or support providers may process or store information outside South Africa. We take reasonable steps to use providers and arrangements that provide appropriate protection and to comply with POPIA’s requirements for cross-border transfers.

15. How Long We Keep Information

We keep information only for as long as it is reasonably needed for the purpose for which it was collected, to provide services, protect legitimate interests, resolve disputes or meet legal obligations. Examples include:

  • order, invoice, payment, VAT and accounting records are generally kept for at least five years from the relevant legal or tax trigger, and longer if an audit, dispute or legal hold applies;
  • customer accounts are kept while active and may be reviewed after a period of inactivity, while required order records remain protected;
  • enquiries and quotations that do not become orders are normally reviewed for deletion after 24 months;
  • abandoned cart or incomplete checkout data is retained only for a limited operational period;
  • security, access and delivery logs are retained for a proportionate period or longer where an incident is being investigated;
  • marketing consent and opt-out records may be kept as proof of your choice.
  • When information is no longer authorised for retention, we delete, securely destroy or anonymise it.

16. How We Protect Information

We use reasonable technical and organisational safeguards appropriate to the information and risk. These may include access controls, passwords and multi-factor authentication, secure hosting and payment processing, encryption in transit, backups, updates, monitoring, confidentiality duties, controlled records and incident-response procedures. No system can be guaranteed to be completely secure, but we review and improve our safeguards.

17. Children’s Privacy

Our ordinary website and online shop are not directed at children under 18, and we do not knowingly collect children’s personal information without an appropriate lawful basis and, where required, the involvement of a competent person. A parent or guardian who believes a child has provided information should contact us.

18. Your Rights and Choices

Subject to POPIA, PAIA and lawful limitations, you may ask us to:

  • confirm whether we hold personal information about you;
  • provide access to your personal information;
  • correct information that is inaccurate, incomplete, misleading or out of date;
  • delete or destroy information that we are no longer authorised to retain;
  • object to certain processing;
  • withdraw consent where processing relies on consent;
  • stop electronic direct marketing.

We may ask for proof of identity or authority before acting on a request. We may retain information despite a deletion request where tax, accounting, contractual, dispute, fraud-prevention or other law requires it.

19. How to Contact Us

Privacy and Information Officer enquiries Email: orion@visualworks.co.za
Telephone: 031 702 7773
Address: Unit C, 169 Chester Road, Malvern, Queensburgh, Durban, KwaZulu-Natal, 4093

20. Complaints

Please contact us first so that we can investigate and try to resolve your concern.

You may also lodge a complaint through the Information Regulator’s official complaints process.

The Information Regulator’s current general contact details include 010 023 5200 and enquiries@inforegulator.org.za. Current details and complaint forms are available from the Information Regulator’s official website.

21. Links to Other Websites

Our website may link to third-party websites or services.

We do not control their privacy practices.

Please review the privacy information of any third-party service you use, including PayFast and WhatsApp.

22. Changes to This Policy

We may update this policy when our services, systems, providers or legal obligations change.

The updated version will be posted on the website with a revised “Last updated” date.

Material changes may also be communicated through an appropriate notice.

Last updated: 17 July 2026