Privacy Policy & Protection of Personal Information (POPIA)

Last Updated: 22/10/2026

1. Introduction

Synergy Physiotherapy (“we”, “us” or “our”) is committed to protecting your privacy and ensuring that your personal information is collected, used, stored and processed responsibly and securely.

This Privacy Policy explains how we collect, use, disclose and protect your personal information when you visit our website, create an account, make a purchase, contact us or otherwise interact with our services.

We process personal information in accordance with the Protection of Personal Information Act, 4 of 2013 (“POPIA”), and other applicable South African legislation.

By using our website, you acknowledge this Privacy Policy. Where consent is required by law, we will request it separately.

2. Information We Collect

We may collect and process the following types of personal information:

Personal and Contact Information

• Full name and surname
• Email address
• Telephone or mobile number
• Billing and delivery addresses
• Company details, where applicable

Order and Transaction Information

• Products purchased and order history
• Payment and transaction references
• Billing information and invoices
• Delivery and fulfilment details
• Returns, refunds and customer service enquiries

Account Information

• Account registration details
• Username and securely stored authentication credentials
• Account preferences and communication settings

Technical and Website Information

• IP address
• Browser type and device information
• Website usage and browsing activity
• Cookies and similar tracking technologies
• Referral sources and interactions with our website

We collect this information directly from you when you interact with our website, and automatically through certain website technologies. We may also receive relevant information from payment providers, delivery partners and other service providers involved in fulfilling your orders.

We only collect information that is reasonably necessary for the purposes described in this Privacy Policy.

3. How We Use Your Information

We use your personal information for legitimate business purposes, including:

• Processing and fulfilling orders
• Managing payments, invoices, refunds and returns
• Arranging product delivery
• Creating and managing customer accounts
• Responding to enquiries and providing customer support
• Sending order confirmations, delivery updates and other transactional communications
• Improving our website, products and customer experience
• Maintaining website security and preventing fraud
• Complying with applicable legal, accounting and regulatory obligations
• Sending promotional communications where permitted by law

We process personal information only where we have a lawful justification, including where processing is necessary to perform a contract, comply with a legal obligation, pursue a legitimate interest permitted under POPIA, or where you have provided consent.

4. Payment Processing

Payments made through our website are processed by authorised third-party payment service providers.

Depending on the payment method selected, your payment information may be collected and processed directly by the relevant payment provider through a secure payment interface.

We may retain transaction records, payment status information and transaction references for accounting, order management and customer support purposes.

We do not store complete payment card details or card security codes on our website servers.

Payment service providers are responsible for applying appropriate security measures to payment information processed through their systems.

5. Sharing Your Personal Information

We do not sell your personal information to third parties.

We may share your personal information with trusted service providers where reasonably necessary to operate our business and fulfil our obligations, including:

• Payment gateways and financial service providers
• Courier and logistics companies
• Website hosting and technical support providers
• Ecommerce and customer management platforms
• Email and marketing service providers
• Analytics and website performance services
• Professional advisers, including accountants and legal advisers

These parties may only receive information relevant to their services and must process it in accordance with applicable data protection requirements.

We may also disclose personal information when required by law, a court order or a lawful request from a competent authority.

6. Cookies and Website Analytics

Our website may use cookies and similar technologies to improve functionality, analyse website traffic and enhance your shopping experience.

These technologies may include:

• Essential cookies: Necessary for website functionality, shopping carts, checkout and account sessions.
• Functional cookies: Used to remember preferences and improve convenience.
• Analytics cookies: Used to understand how visitors interact with our website.
• Marketing cookies: Used, where implemented and permitted, to measure advertising effectiveness and deliver relevant advertising.

You can manage or disable cookies through your browser settings and any cookie preference controls provided on our website.

Disabling certain cookies may affect website functionality, particularly shopping cart and checkout features.

Where applicable law requires consent for a particular tracking or marketing activity, we will obtain it before carrying out that activity.

7. Marketing Communications

We may send you marketing communications about our products, promotions, special offers and business updates where you have given the necessary consent or where such communications are otherwise permitted under POPIA.

Where permitted, we may contact existing customers about our own similar products or services, provided that they have been given the required opportunity to opt out.

You can unsubscribe from marketing communications at any time by using the unsubscribe link provided in our emails or by contacting us directly.

We will respect your marketing preferences and will not require you to receive promotional communications as a condition of completing a purchase.

Transactional communications relating to your orders, payments or account may still be sent where necessary to provide our services.

8. Data Security

We take reasonable technical and organisational measures to protect your personal information against loss, damage, unauthorised access, disclosure, alteration or destruction.

These measures may include:

• Secure website connections using HTTPS/SSL
• Access controls and authentication procedures
• Security updates and maintenance
• Restricted access to customer information
• Secure payment processing through third-party providers
• Appropriate safeguards for stored information

Although we take reasonable precautions to protect your personal information, no online platform or method of electronic storage can be guaranteed to be completely secure.

Where a security compromise occurs, we will take appropriate action and notify affected individuals and the Information Regulator where required under POPIA.

9. Data Retention

We retain personal information only for as long as reasonably necessary to fulfil the purposes for which it was collected, unless a longer retention period is required or permitted by law.

This may include retaining:

• Order and financial records for applicable accounting and tax requirements
• Customer account information while an account remains active or as otherwise required
• Customer support correspondence for reasonable business and legal purposes
• Marketing preferences and consent records to manage communication choices and demonstrate compliance

When personal information is no longer required, we will securely delete, destroy or de-identify it, subject to applicable legal obligations.

10. International Data Transfers

Some of our service providers, including website hosting, ecommerce, payment, analytics and email platforms, may process or store information outside South Africa.

Where personal information is transferred internationally, we will take appropriate steps to ensure that the transfer complies with POPIA, including using suitable contractual safeguards, ensuring an adequate level of protection or relying on another lawful basis for the transfer.

11. Your Rights Under POPIA

Under POPIA, you have certain rights relating to your personal information, subject to applicable legal requirements and exceptions.

These include the right to:

• Request confirmation of whether we hold personal information about you
• Request access to your personal information
• Request correction or updating of inaccurate or incomplete information
• Request deletion or destruction of personal information where legally permitted
• Object to certain types of processing
• Withdraw consent where processing is based on consent
• Opt out of direct marketing communications
• Lodge a complaint with the Information Regulator of South Africa

To exercise any of these rights, please contact us using the details in Section 15.

We may need to verify your identity before processing a request to protect your information against unauthorised disclosure.

Requests will be handled in accordance with applicable legal procedures and timeframes.

12. Children’s Personal Information

Our website is not intended for use by children under the age of 18 without the involvement or consent of a parent or legal guardian, where required.

We do not knowingly collect or process children’s personal information without an appropriate legal basis or the necessary consent.

If we become aware that children’s personal information has been collected or processed unlawfully, we will take appropriate steps to address the matter.

13. Third-Party Websites

Our website may contain links to third-party websites, including payment providers, social media platforms and other external services.

We are not responsible for the privacy practices or content of third-party websites.

We encourage you to review the privacy policies of these websites before providing your personal information.

14. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our business operations, website functionality, legal obligations or privacy practices.

Any updates will be published on this page with a revised “Last Updated” date.

Where required by law, we will provide additional notification or seek renewed consent for material changes affecting the processing of your personal information.

15. Contact Information and Information Officer

If you have any questions about this Privacy Policy, our handling of personal information or wish to exercise your rights under POPIA, please contact:

Company Name: Synergy Physiotherapy

Registration Number: 

Physical Address: La Casa Verde Haematology Centre, 4 Sherborne Road, Parktown, Johannesburg, 2193, South Africa

Email:synergyphysios@gmail.com

Telephone: +27 71 520 1154 / 087 138 3351

Information Officer: [Name or Designation]

We will endeavour to respond to privacy-related enquiries and requests within a reasonable period and in accordance with applicable legal requirements.

16. Complaints to the Information Regulator

If you believe your personal information has been processed unlawfully or your rights under POPIA have been infringed, you may lodge a complaint with the Information Regulator of South Africa.

Information Regulator (South Africa)

Website: https://inforegulator.org.za

Further information about POPIA, data subject rights and the complaint procedure is available through the Information Regulator’s official website.