Privacy Policy

Last updated: 17 September 2026

1. Introduction

TrueVine respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how TrueVine collects, uses, stores, shares and protects personal information when you visit www.truevinestore.co.za, create an account, place an order, contact us, subscribe to marketing communications, participate in promotions or otherwise interact with us.

We process personal information in accordance with the Protection of Personal Information Act 4 of 2013 ("POPIA"), the Electronic Communications and Transactions Act 25 of 2002, and other applicable South African laws.

For purposes of POPIA, the responsible party is:

Responsible Party: [Legal entity / owner operating as TrueVine]
Trading Name: TrueVine
Website: www.truevinestore.co.za
Business Address: [Insert business address]
Information Officer: [Insert name]
Privacy Email: [Insert privacy/contact email]

2. What Personal Information We Collect

Depending on how you interact with TrueVine, we may collect the following categories of personal information.

Identity and Contact Information

This may include:

Your name and surname.
Email address.
Telephone or mobile number.
Billing address.
Delivery address.
Account or profile information.

Order and Transaction Information

When you make a purchase, we may process information such as:

Products purchased.
Order number.
Size, colour or product selections.
Purchase amount.
Delivery method.
Order and payment status.
Refund, return and exchange information.

Payments may be processed by third-party payment service providers. TrueVine does not necessarily receive or store your complete bank card details.

Delivery Information

We may process information required to deliver your order, including:

Recipient name.
Delivery address.
Contact number.
Courier instructions.
Tracking information.

Communications

If you contact us, we may retain information contained in:

Emails.
Contact forms.
Customer service enquiries.
Return or refund requests.
Reviews or feedback.
Social media messages where relevant.

Marketing Information

If you subscribe to marketing communications or interact with our campaigns, we may process:

Your email address or mobile number.
Marketing preferences.
Consent records.
Whether communications were opened or interacted with.
Your decision to unsubscribe.

Technical and Usage Information

When you use our website, certain information may be collected automatically, including:

IP address.
Browser type.
Device type.
Operating system.
Approximate location derived from your IP address.
Pages visited.
Time spent on pages.
Referring website.
Website interactions.
Cookie and similar technology identifiers.

3. How We Collect Personal Information

We may collect personal information:

Directly from you when you place an order.
When you create or use a customer account.
When you complete a form.
When you contact us.
When you subscribe to communications.
When you participate in a promotion or competition.
Automatically through cookies and website technologies.
From payment, delivery or other service providers where necessary to complete a transaction.
From publicly available sources where lawful and appropriate.

Where reasonably possible, personal information will be collected directly from you.

4. Why We Process Personal Information

TrueVine may process personal information for purposes including:

Processing and fulfilling orders.
Receiving and confirming payments.
Delivering products.
Providing order updates and tracking.
Managing returns, refunds and exchanges.
Creating and managing customer accounts.
Providing customer support.
Responding to enquiries.
Preventing fraud and protecting our website.
Maintaining accounting, tax and business records.
Improving our website, products and customer experience.
Measuring website performance.
Managing promotions and competitions.
Sending marketing communications where permitted by law.
Complying with legal obligations.
Establishing, exercising or defending legal rights.

We will only process personal information where there is a lawful justification for doing so, including where:

You have consented to the processing.
Processing is necessary to perform a contract with you.
Processing is required by law.
Processing protects a legitimate interest of you, TrueVine or another party, where permitted by POPIA.

5. Information You Are Required to Provide

Some information is necessary for us to provide products or services to you.

For example, we generally require your name, contact information, delivery address and relevant transaction information to fulfil an online order.

If required information is not supplied, we may be unable to process or deliver your order.

Other information, such as marketing preferences, is generally optional.

6. Sharing Personal Information

TrueVine does not sell personal information to third parties.

We may share personal information with trusted third parties where reasonably necessary for our business operations.

These may include:

Our website and ecommerce platform provider, including Wix.
Payment processors and payment gateways.
Banks and financial service providers.
Courier and delivery companies.
Email and communication providers.
Marketing and advertising platforms.
Website analytics providers.
IT, hosting, security and technical service providers.
Accountants, auditors, attorneys and professional advisers.
Government authorities, regulators or law-enforcement bodies where required by law.

We aim to disclose only the information reasonably necessary for the third party to perform its function.

Where a third party processes personal information on our behalf as an operator, we expect appropriate confidentiality and security safeguards to be applied.

7. Wix and Our Ecommerce Platform

Our website is hosted and operated using Wix and related Wix ecommerce services.

As a result, certain customer, order, website and technical information may be processed through Wix's systems in order to provide website hosting, ecommerce, customer account, form, analytics and related functionality.

Wix and other technology providers may operate infrastructure in different countries.

Their own privacy terms may also apply to information they process in their independent capacity.

8. Payment Information

Payments made through our website may be processed by external payment service providers.

Payment providers may collect and process payment details in accordance with their own security and privacy requirements.

TrueVine generally does not need to store complete bank card information in order to fulfil an order.

We may retain transaction references, payment status and other information reasonably necessary for accounting, refunds and order administration.

9. Delivery and Courier Companies

Where physical products are delivered, we may provide a courier or delivery provider with information necessary to complete the delivery.

This may include:

Your name.
Delivery address.
Telephone number.
Email address where required.
Tracking or order reference information.

Courier providers may process this information according to their own privacy obligations.

10. Cookies and Similar Technologies

TrueVine may use cookies and similar technologies to operate and improve our website.

Cookies may be used for purposes such as:

Remembering shopping-cart contents.
Keeping users signed in.
Maintaining website security.
Remembering preferences.
Measuring website performance.
Understanding how visitors use the site.
Supporting advertising and marketing functionality.

Some cookies are necessary for the website to function properly.

Where consent is required for non-essential cookies, we will seek consent through the website's cookie-management tools.

You may also control certain cookies through your browser settings.

Disabling some cookies may affect the functionality of the website.

11. Direct Marketing

TrueVine may send promotional communications by email, SMS or another electronic channel only where permitted by applicable law.

Where required, we will obtain your consent before sending direct marketing communications.

Where you are an existing customer, we may communicate with you about similar TrueVine products or services where permitted by law and where the required opportunity to object has been provided.

Every marketing communication sent by us should provide a reasonable method for you to unsubscribe or opt out.

You may withdraw your marketing consent at any time.

Opting out of marketing will not prevent us from sending transactional communications necessary to complete an order, such as order confirmations, payment updates or delivery notifications.

12. Cross-Border Processing

Some service providers used by TrueVine may store or process personal information outside South Africa.

Where personal information is transferred outside South Africa, TrueVine will seek to ensure that the transfer is permitted under POPIA and that an appropriate level of protection, contractual safeguard, consent or other lawful basis applies.

13. How Long We Keep Personal Information

TrueVine will not retain personal information for longer than is reasonably necessary for the purpose for which it was collected, unless:

Retention is required or authorised by law.
The information is required for accounting, tax or record-keeping purposes.
It is reasonably required for an existing or anticipated legal matter.
You have consented to a longer retention period.
Another lawful reason permits continued retention.

Different categories of information may therefore be retained for different periods.

Once information is no longer reasonably required, it will be deleted, destroyed, de-identified or otherwise handled in accordance with applicable law.

14. Security of Personal Information

TrueVine takes reasonable technical and organisational measures to protect personal information against:

Loss.
Damage.
Unauthorised access.
Unauthorised use.
Disclosure.
Alteration.
Destruction.

These measures may include appropriate access controls, secure systems, passwords, encryption where appropriate, trusted service providers and limitation of access to people who reasonably require the information.

No online system can be guaranteed to be completely secure. We nevertheless aim to maintain safeguards appropriate to the nature of the personal information we process.

15. Security Compromises and Data Breaches

If TrueVine becomes aware of a security compromise involving personal information, we will investigate the incident and take reasonable steps to limit its effects.

Where notification is required by POPIA, we will notify the Information Regulator and affected data subjects as soon as reasonably possible, subject to any lawful restriction on notification.

16. Your Rights Under POPIA

Subject to applicable law, you may have the right to:

Ask whether TrueVine holds personal information about you.
Request access to your personal information.
Request correction or updating of inaccurate personal information.
Request deletion or destruction of personal information where permitted by law.
Object to certain processing of your personal information.
Withdraw consent where processing is based on consent.
Object to direct marketing.
Ask us to stop sending marketing communications.
Lodge a complaint about how your personal information is being processed.

Certain rights may be subject to legal limitations.

For example, we may be required to retain some transaction or accounting information even after you ask us to delete your information.

17. Access, Correction or Deletion Requests

If you would like to exercise a privacy right, please contact:

Information Officer: [Insert name]
Email: [Insert privacy email]

We may need to verify your identity before providing, correcting or deleting personal information.

This helps prevent personal information from being disclosed to an unauthorised person.

18. Children's Personal Information

Our website and products are not intended to encourage children to provide personal information without appropriate adult involvement.

Where personal information relating to a child is processed, TrueVine will do so only where permitted by POPIA, including where appropriate consent has been obtained from a competent person or another lawful basis applies.

19. Special Personal Information

TrueVine does not intentionally seek to collect special personal information unless it is reasonably necessary and lawfully permitted.

Please avoid providing sensitive personal information through ordinary website forms or customer-service messages unless it is genuinely necessary.

20. Automated Decision-Making

TrueVine does not intend to make decisions that have significant legal or similarly substantial effects on customers solely through automated processing unless such processing is permitted by applicable law and appropriate safeguards are in place.

We may, however, use automated technologies for ordinary ecommerce purposes such as fraud detection, analytics, personalisation or website security.

21. Third-Party Links

Our website may contain links to third-party websites or services.

TrueVine is not responsible for the privacy practices of websites or businesses we do not control.

We encourage you to review the privacy policy of a third party before providing personal information to them.

22. Changes to This Privacy Policy

TrueVine may update this Privacy Policy from time to time to reflect:

Changes to our website.
Changes to our business operations.
New service providers.
Changes in law.
Changes in regulatory guidance.

The updated version will be published on our website with a revised "Last updated" date.

Material changes may also be communicated through another appropriate channel where necessary.

23. Contact TrueVine

Questions, requests or complaints relating to this Privacy Policy or the processing of personal information may be directed to:

TrueVine
Information Officer: Kyle Stewart
Email: [Insert privacy email]
Address: [Insert business address]
Website: www.truevinestore.co.za

24. Information Regulator of South Africa

If you believe that your personal information has been processed in a manner that violates POPIA, you may lodge a complaint with the Information Regulator of South Africa.

Information Regulator (South Africa)
Woodmead North Office Park
54 Maxwell Drive
Woodmead
Johannesburg
2191

Telephone: 010 023 5200
Toll Free: 0800 017 160
General Enquiries: enquiries@inforegulator.org.za
POPIA Complaints: POPIAComplaints@inforegulator.org.za

You may also use the Information Regulator's official eServices platform to submit certain privacy-related complaints and requests.

POPIA Compliance Statement

Last updated: 17 September 2026

TrueVine is committed to processing personal information responsibly and in accordance with the Protection of Personal Information Act 4 of 2013 ("POPIA").

POPIA establishes conditions for the lawful processing of personal information in South Africa. TrueVine seeks to apply these principles throughout our ecommerce, customer-service and marketing operations.

Our POPIA Commitments

Accountability

TrueVine takes responsibility for personal information processed through our business and seeks to implement appropriate policies, safeguards and procedures for protecting it.

Processing Limitation

We aim to collect and process only personal information that is reasonably necessary for a specific and lawful business purpose.

Where consent is required, we will seek appropriate consent.

Purpose Specification

Personal information is collected for clear purposes such as:

Processing orders.
Receiving payments.
Delivering products.
Managing customer accounts.
Handling returns and refunds.
Providing customer support.
Meeting legal obligations.
Communicating with customers.
Marketing where legally permitted.

We do not intend to retain personal information for longer than is reasonably necessary or legally required.

Further Processing Limitation

Where personal information is later used for another purpose, TrueVine will consider whether that use is compatible with the purpose for which the information was originally collected or whether another lawful basis is required.

Information Quality

We aim to keep the personal information we use accurate, complete and reasonably up to date.

Customers may contact us if their information needs to be corrected.

Openness

TrueVine aims to be transparent about:

The information we collect.
Why we collect it.
How it is used.
Who it may be shared with.
How long it may be retained.
The rights available to customers.

Further information is provided in our Privacy Policy.

Security Safeguards

TrueVine takes reasonable technical and organisational steps to protect personal information against loss, misuse, unauthorised access, disclosure, destruction or alteration.

Where third-party operators process information on our behalf, we seek to use appropriate service providers and safeguards.

Data Subject Participation

Individuals may, subject to applicable law:

Request access to their personal information.
Ask for inaccurate information to be corrected.
Request deletion or destruction where legally permitted.
Object to certain forms of processing.
Withdraw consent where processing is based on consent.
Object to direct marketing.
Lodge a privacy complaint.

Direct Marketing

TrueVine aims to comply with POPIA's requirements relating to unsolicited electronic communications.

Where consent is required, promotional communications will only be sent after the necessary consent has been obtained.

Customers may unsubscribe from marketing communications at any time.

Operators and Service Providers

TrueVine may make use of third-party operators and service providers for services such as:

Website hosting and ecommerce.
Payment processing.
Courier and delivery services.
Email communication.
Marketing.
Analytics.
IT and security.

Where appropriate, TrueVine seeks to ensure that service providers processing personal information on our behalf are subject to suitable confidentiality and security obligations.

Cross-Border Processing

Where personal information is processed outside South Africa, TrueVine seeks to ensure that the requirements for international transfers under POPIA are satisfied.

Security Compromises

TrueVine maintains a process for responding to suspected personal-information security compromises.

Where required by law, qualifying security compromises will be reported to the Information Regulator and affected individuals.

Information Officer

TrueVine's Information Officer is responsible for helping oversee the organisation's POPIA responsibilities.