Privacy Policy

We collect the details you give us when you create an account, place an order, choose a partner store, contact us or book a service. These may include your name, contact details, delivery address, order and appliance details, messages and proof of purchase. We also use the technical information needed to run and secure the website, such as session information and server logs.

Online payments are handed to the payment provider. Payment card details entered on its hosted payment page are not collected through Falco’s checkout form.

We use personal information to process and deliver orders, manage accounts, answer enquiries, handle service and returns, keep required business records, and protect the website. We use information only where there is a lawful basis to do so and request consent where it is required.

We may share the information needed for an order or request with the selected partner store, delivery providers, payment provider, service providers that operate the website or communications, and authorities where the law requires it. These parties receive only the information relevant to their role.

We keep information for as long as it is needed for the purposes described above or to meet legal record-keeping duties. We use reasonable organisational and technical safeguards and review access to personal information. If a service provider processes information outside South Africa, we take steps required by applicable law to protect it.

You may ask to access or correct your personal information, request deletion where applicable, or object to certain processing. Email [email protected] and describe your request. Our POPIA page explains these rights and how to complain to the Information Regulator.

When you use Ask Falco, we save your conversation and IP address to provide support and improve the assistant. We use third-party AI and analytics providers to generate replies, review chat quality and estimate your country from your IP address. Authorised staff may review conversations. Please avoid sharing sensitive information.