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Last updated 26 September 2026.
This policy explains what personal information Label Pal collects, why we collect it, who we share it with, how long we keep it, and what you can do about it. It is our notification to you under section 18 of the Protection of Personal Information Act, 2013 (POPIA).
Who we are
[[SUPPLY: registered legal name]], trading as Label Pal.
Registration number: [[SUPPLY: company registration number]]
Physical address: [[SUPPLY: street address]]
Email: [[SUPPLY: support email address]]
We are the responsible party for the personal information described in this policy.
Our Information Officer
Our Information Officer is [[SUPPLY: full name]]. Write to the Information Officer at [[SUPPLY: information officer email]], or at the physical address above.
The Information Officer is responsible for how we handle your personal information, for answering the requests described in this policy, and for our PAIA Manual.
1. What we collect
Your account and order details. Your name, email address, telephone number, billing address and delivery address, and the orders you have placed.
What you put on your labels. The names, text and artwork you enter into our design tools, and the proof images we produce from them.
Payment information. We do not receive or store your card number. Payments are made on our payment provider’s secure page, and we are told only whether the payment succeeded. We will never ask you for a card number, PIN or online banking password, by telephone or by email.
Technical information. Your IP address, the type of browser or device you use, and the cookies described in section 9.
Records of our contact with you. Emails you send us, and a record of orders our staff prepare at your request, including the fact that you contacted us first.
2. Why we process it, and on what basis
| What we do | Why | Our lawful basis under POPIA |
|---|---|---|
| Make and deliver your order | It is what you asked us to do | Necessary to perform our contract with you — section 11(1)(b) |
| Create and run your account | So you can see your orders and reorder | Necessary to perform our contract — section 11(1)(b) |
| Help you when you contact us, including opening your account to see what you see | To answer questions and fix problems | Our legitimate interests in supporting our customers — section 11(1)(f) |
| Keep accounting and tax records | The law requires it | Legal obligation — section 11(1)(c) |
| Send you marketing | Only if you asked us to | Your consent — sections 11(1)(a) and 69 |
| Protect the site against fraud and abuse | To keep the service safe | Our legitimate interests — section 11(1)(f) |
You can withdraw consent for marketing at any time, and doing so will never affect your orders or your ability to buy from us.
3. When our staff open your account
If you ask us for help, or ask us to prepare an order for you, a member of our staff may open your account so that they can see what you see. This happens only in response to a request from you.
Every occasion is recorded — which member of staff, which account, and when. Our staff never choose or see your password, never ask for your card details, and never complete a purchase for you: you approve your proof and pay yourself, using a link we send you.
4. Information about other people
Our products often carry somebody else’s name — a child’s, a parent’s or a spouse’s. When you give us a name to print, you confirm that you are entitled to give it to us and to decide how it is used.
We use that name only to make and deliver your order, and we keep it with your order records.
5. Health and other sensitive information
We do not ask for health information and you should not send it to us. We do not need to know why you are ordering. Our order forms have no free-text notes field for this reason. If you do send us health information, we will remove it from our records.
6. Who we share it with
We share your information only with those who need it to deliver what you ordered:
- our payment provider, to take your payment;
- the courier, to deliver your order — your name, address and telephone number;
- our hosting and design-production services, which store your designs and produce your print files;
- our email provider, to send you order emails.
These are operators under POPIA and are bound to process your information only on our instructions and to keep it secure. We do not sell your personal information, and we do not share it for anyone else’s marketing.
Where we are required to do so by law, we may share information with the authorities.
Backups outside South Africa. Encrypted backup copies of our website, which include your account and order details and your designs, may be stored outside South Africa, with our backup provider Hetzner Online GmbH in Germany. They are encrypted on our own server before they are sent, and only we hold the key, so the provider cannot read them. Germany is bound by the European Union’s General Data Protection Regulation, which protects personal information to a standard substantially similar to POPIA. That is the basis for this transfer under section 72(1)(a) of POPIA.
7. How long we keep it
Enquiries and uploads. If you send us an enquiry through the website, we keep your name, your contact details and your message for 12 months from our last contact with you, so that we can quote, answer follow-up questions and honour a quote we gave you. After that we delete them. Any file you attach to an enquiry, and any picture you upload into one of our designers, is checked for viruses when it arrives, stored where only our staff can open it, and deleted automatically after 30 days. A picture that forms part of an order is kept with the order so that we can print it.
- Order and accounting records — five years from the end of the tax year they fall in, because tax law requires it.
- Your account — until you ask us to close it. You can ask at any time.
- Your designs and proofs — kept with the order so you can reorder.
- Records of staff opening your account — one year.
When a record is no longer needed we delete it or destroy it.
8. How we protect it
We take reasonable technical and organisational steps to protect your information, as section 19 of POPIA requires: access to customer records is limited to staff who need it, staff access to accounts is logged, and payment card details never reach us at all.
If a security compromise affects your personal information, we will notify you and the Information Regulator as section 22 requires.
9. Cookies we use
A cookie is a small file a website stores on your device. Some are needed to make the website work; one is optional, and we set it only if you say yes.
Always on — the site cannot run without them
| Cookie | Who sets it | What it does | How long it lasts |
|---|---|---|---|
| wordpress_logged_in_… | WordPress | Keeps you logged in to your account | Session, or up to 14 days with “remember me” |
| wp_woocommerce_session_… | WooCommerce | Links your basket to you | 2 days |
| woocommerce_cart_hash | WooCommerce | Tells the site your basket has changed | Session |
| woocommerce_items_in_cart | WooCommerce | Tells the site your basket is not empty | Session |
| labelpal_consent | Us | Remembers whether you accepted or rejected the optional cookie below, so we do not ask again | 6 months |
These are strictly necessary, so we do not ask permission for them. None of them tracks you across other websites.
Optional — only if you accept
| Cookie | Who sets it | What it does | How long it lasts |
|---|---|---|---|
| sbjs_first, sbjs_current, sbjs_first_add, sbjs_current_add, sbjs_udata, sbjs_migrations | WooCommerce (Order Attribution) | Records how you arrived at our site — a search, a link, or an advert — so that if you place an order we know which of our efforts brought you. It is attached to your order only if you order | Up to 6 months |
| sbjs_session | WooCommerce (Order Attribution) | Counts the pages in your current visit for the same purpose | 30 minutes |
When you first visit we ask whether you accept this. Until you say yes, none of these cookies are set. If you say no, the site works exactly the same. You can change your answer at any time using “Cookie settings” at the foot of every page; if you change it to no, these cookies are deleted.
We do not use analytics or advertising cookies. If we ever add any — for example to measure whether an advert led to an order — they will be set only if you have accepted optional cookies, and this section will list them first.
The display font on this site is served from our own server. Nothing about your visit is sent to a font provider.
10. Your rights
Under POPIA you have the right to:
- be told what personal information we hold about you, and ask for a copy;
- ask us to correct information that is wrong, or complete information that is missing;
- ask us to delete information we no longer have a reason to keep;
- object to us processing your information in a particular way;
- withdraw your consent to marketing at any time;
- complain to the Information Regulator.
Exercising these rights is free, and we will not treat you differently for doing so.
11. How to make a request
Write to our Information Officer using the details at the top of this page. Tell us what you want and enough about yourself for us to find your records. We may need to confirm your identity before we act, so that we do not give your information to somebody else.
The Information Regulator publishes prescribed forms, which you may use:
- Form 1 — Objection to the Processing of Personal Information.
- Form 2 — Request for Correction or Deletion of Personal Information.
- Form 5 — Complaint regarding interference with the protection of personal information, sent to the Regulator rather than to us.
These are available from the Information Regulator at inforegulator.org.za.
A request for access to records is made under the Promotion of Access to Information Act. Our PAIA Manual explains how, what it costs, and how long it takes.
We will respond to you as soon as reasonably possible.
12. Complaining to the Information Regulator
If you are not satisfied with how we have handled your personal information or your request, you may complain to the Information Regulator. You do not have to come to us first, although we would like the chance to put things right.
Information Regulator (South Africa)
Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191
Telephone: 010 023 5200
Toll free: 0800 017 160
Email: enquiries@inforegulator.org.za
Website: inforegulator.org.za
Complaints are made on Form 5, available from the Regulator’s website, which also lists the current address for submitting complaints.
13. Changes to this policy
If we change this policy we will change the date at the top. Where a change materially affects how we use your information, we will tell you.