Privacy policy

This policy explains what personal information botthms SA collects when you visit botthms.co.za, buy from us, chat to us or ask to hear when a product is back in stock, and how we use and protect it. botthms SA is operated by Botthms Recovery (Pty) Ltd, the responsible party under the Protection of Personal Information Act, 2013 (POPIA).

What we collect

  • Orders: your name, email, phone number, delivery or billing address, what you bought and your order history. Payment card details are entered on our payment provider's secure page; we never see or store your full card number.
  • Help chat and support tickets: your messages, the page you were on, and, if you send us a ticket, your name, email and order number. We store a scrambled (hashed) version of your IP address to stop abuse, not your actual IP address.
  • Back-in-stock requests: your email, optional first name and the product you asked about.
  • Returns and exchanges: your order number, the items you return and your collection address.
  • Reviews: your name, rating, review text and any photos you choose to upload.
  • Browsing: device and browser details, pages viewed, how you got to our site and how you use it, collected through cookies and similar technology (see below).

How we use it

  • To process, deliver and support your order, including payment, courier collection or delivery, store pickup, returns, refunds and warranty claims.
  • To answer your questions in the help chat, by email or through a support ticket.
  • To email you once when a product you asked about is back in stock.
  • To send you marketing emails, only if you have opted in. Every marketing email has an unsubscribe link.
  • To prevent fraud and abuse, and to keep our site secure.
  • To understand how our site is used, improve it and measure our advertising.
  • To meet our legal obligations, for example tax and accounting records.

Help chat

The help chat on our site is an AI assistant. It answers from our own help pages and policies, and it can look up an order only once you give it the order number together with the email or delivery postal code used on that order. Your messages are processed by our AI provider, Anthropic, to generate replies. Anything the assistant cannot answer goes to our team as a ticket. Please don't share ID numbers, card details or passwords in the chat.

Who we share it with

We share only what each service provider needs to do its job for us. We do not sell your personal information.

  • Shopify: runs our online store, checkout and order emails.
  • Stitch, Peach Payments, PayJustNow and Payflex: process your payment or pay-later plan. If you choose Stitch Pay Later, PayJustNow or Payflex, that provider checks your eligibility and manages your instalments under its own terms.
  • Bob Go and its courier partners: deliver your order and collect returns.
  • Loox: collects and shows product reviews.
  • Anthropic: powers the AI help chat.
  • Supabase, Vercel and Resend: store and run our help chat, support tickets and back-in-stock list, and send those emails.
  • Google (Analytics, Ads and Tag Manager), Meta (Facebook and Instagram) and Microsoft Clarity: measure site use and advertising (see Cookies).
  • Authorities, when the law requires it.

Some of these providers store or process information outside South Africa, mainly in the United States and Europe. We use them only where they protect personal information to a standard at least equivalent to POPIA, as POPIA requires.

Cookies and tracking

We use cookies that the store needs to work (cart, checkout and security) and, alongside them:

  • Google Analytics and Google Ads to see how visitors use the site and which ads lead to sales.
  • Meta Pixel to measure our Facebook and Instagram ads and show relevant ads.
  • Microsoft Clarity to see how pages are used (clicks, scrolling and anonymised session replays), so we can fix problems. Clarity masks what you type into fields.

You can block or delete cookies in your browser settings. You can also manage ad personalisation at adssettings.google.com and in your Facebook or Instagram ad preferences.

How long we keep it

We keep order and payment records for as long as tax and company law requires. Help chat conversations, support tickets and back-in-stock requests are kept only as long as we need them to help you and handle any follow-up. Marketing consent is kept until you unsubscribe.

How we protect it

Our site and checkout use encrypted connections (HTTPS). Access to customer information is limited to the people and services that need it, and payment details are handled only by our payment providers.

Your rights

Under POPIA you may ask what personal information we hold about you, ask us to correct or delete it, object to how we use it, and unsubscribe from marketing at any time. Email info@botthms.co.za and we will respond within a reasonable time. If you are not happy with how we handled your request, you may complain to the Information Regulator (South Africa) at inforegulator.org.za.

Children

Our site is for adults. Anyone under 18 should use it with a parent or guardian's consent.

Changes

We update this policy when our services or the law change. The latest version is always on this page.

Contact

Information Officer, Botthms Recovery (Pty) Ltd (botthms SA)
Email: info@botthms.co.za
Address: botthms Wellness Hub, Randpark Golf Club, Setperk Road, Randburg 2194, South Africa