Privacy Policy

Last updated: 27 September 2026 · Version 2.1

This policy explains, in plain language, what personal information Groomr collects, why, who we share it with, how long we keep it, and the rights you have under South Africa's Protection of Personal Information Act (POPIA).

1. Who we are

Groomr is a South African marketplace that connects pet owners ("Customers") with independent pet groomers ("Groomers"). Groomr is operated by Mongezi Jele, a sole proprietor trading as InsightArc ("Groomr", "we", "us"). For the purposes of the Protection of Personal Information Act 4 of 2013 (POPIA), we are the responsible party for the personal information described in this policy. This policy covers the website at groomr.co.za and the Groomr mobile app. Our full business details and our Information Officer's contact details are at the bottom of this page.

2. Information we collect

From Customers: • Name, email address and, if you add it, your phone number • The address where your groom takes place, and its map location • Your pets' details — name, species, breed, age, weight and any notes you add about health or behaviour • Your bookings, payment status and any refunds • Messages you send to Groomers through the in-app chat • Reviews and ratings you choose to leave From Groomers (in addition to the above): • Business name, city and service area • South African ID number (stored encrypted) • A copy of your ID document, proof of address and police clearance certificate, and — only if you choose to upload one — a business registration document • Bank details for payouts (the account number is stored encrypted) • Profile photo, bio, Instagram handle, services, prices and availability • Your live location while you are travelling to or working on a booking (see section 4) From people who join our waitlist: • Email address and city Collected automatically: • IP address, browser and device type, recorded in our server logs • In the app, a push-notification token so we can send you booking updates • In the app, your location when you allow it, to show groomers near you • If you arrived from a tagged link (for example one we posted on TikTok), which campaign it was — saved with your sign-up so we know which posts work (see section 9) We do not receive or store your card number or online banking login. Payments are made on Ozow's secure pages and Ozow only tells us whether the payment succeeded.

3. How we use your information and why we're allowed to

We use your information to: • Create and run your account — needed to perform our contract with you • Take bookings, collect payment, pay Groomers and process refunds — contract, and our legal duty to keep financial records • Check that Groomers are who they say they are and are suitable to work with people's pets — your consent, given when you apply, and our legitimate interest in keeping Customers and their pets safe • Send booking confirmations, verification codes and service messages — contract • Help resolve cancellations, complaints and disputes — contract and legitimate interest • Detect fraud and keep the platform secure — legitimate interest • Send waitlist updates and news about Groomr — only with your consent, and you can unsubscribe at any time (see section 10) A police clearance certificate contains information about criminal behaviour, which POPIA treats as special personal information. We only process it with the Groomer's consent, only to decide whether to approve them, and only our verification team can view it.

4. Location information

The app only uses your location while you have it open — it never tracks you in the background. Customers: if you allow it, we use your location to show groomers near you. Your booking address is shared with the Groomer you book so they can get to you. Groomers: while you are on your way to or working on a booking, the app shares your live location with that booking's Customer so they can see you're on the way. Only the Customer of that booking can see it, and we keep only your most recent position — not a history of where you've been. It is deleted if you delete your account.

6. Information stored outside South Africa

Several of the providers listed above store information on servers outside South Africa, including in the United States and Europe. POPIA allows this where the recipient is bound by law, rules or an agreement that gives your information protection substantially similar to POPIA, or where you consent. We only use established providers that are bound by data-protection terms of this kind. By using Groomr you consent to this transfer.

7. How long we keep information

• Account and profile information: for as long as your account is open. • Bookings, payments, payouts and refunds: five years, because tax law requires us to keep financial records. If you delete your account these records are kept without your name or contact details. • Groomer verification records (ID number and documents): five years after the application is decided or the account is closed, so we can deal with any later safety or fraud issue. They are then deleted. • Waitlist sign-ups: until you unsubscribe or ask us to remove you. • Server logs: for a limited period for security purposes. You can delete your account at any time from your account settings in the app or on the website (groomr.co.za/delete-account). This deletes your pets, profile, bank details and login immediately. If you can't sign in, email hello@groomr.co.za from your account's email address and we'll do it for you.

8. How we protect your information

• Everything is sent over encrypted connections (HTTPS) • Sign-in is handled by Google Firebase, and groomer accounts confirm every new sign-in with a one-time code sent to their email • Groomers' bank account numbers and ID numbers are encrypted in our database (AES-256) • Verification documents are stored privately. Only our verification team can open them, through links that expire after five minutes, and every viewing is logged • Only authorised administrators can access the admin tools No system is perfectly secure. If a security breach puts your personal information at risk, we will tell you and the Information Regulator as soon as reasonably possible, as POPIA requires.

9. Cookies and similar technologies

We do not use advertising cookies, tracking pixels or analytics tools. What the website does store in your browser: • Sign-in session (Google Firebase) — keeps you signed in, and for 30 days if you tick "Remember me". Strictly necessary: without it you can't stay signed in. • Campaign tags — if you arrive from a link carrying tags such as utm_source=tiktok, we keep those tags in your browser for up to 30 days. They are only sent to us if you sign up, join the waitlist or apply as a groomer, and are then saved with that record so we can see which posts bring people to Groomr. They don't identify you, aren't used to follow you around the web, and are never shared. Third-party content that may set its own cookies or see your IP address: • Google Fonts — our fonts are loaded from Google's servers, which see your IP address • Google Maps — the live-tracking page shows a Google map • Ozow — when you pay, you are on Ozow's pages and their cookie policy applies We don't use advertising or analytics cookies, and nothing on the site tracks you across other websites, so we don't show a cookie banner. If we ever add analytics or advertising cookies, we will ask for your consent first and update this section. You can clear or block cookies and site data in your browser settings. If you block them, you won't be able to stay signed in.

10. Marketing emails

We only send marketing emails — such as waitlist updates and news about Groomr launching in your city — to people who asked for them. Every one of these emails has an unsubscribe link, and unsubscribing is free and immediate. You can also email hello@groomr.co.za. Emails about bookings you make, your account and security (for example booking confirmations and verification codes) are not marketing, and are sent even if you unsubscribe.

11. Your rights

Under POPIA you have the right to: • Ask what personal information we hold about you, and for a copy • Ask us to correct information that is wrong or out of date • Ask us to delete your information (subject to the legal retention periods in section 7) • Object to us using your information, and withdraw consent you have given • Complain to the Information Regulator (section 13) To use any of these rights, email hello@groomr.co.za. We may need to confirm your identity first, and we'll respond within 30 days.

12. Age requirement

You must be 18 or older to create a Groomr account. We do not knowingly collect personal information about anyone under 18. If you believe a child has given us their information, contact hello@groomr.co.za and we will delete it.

13. Complaints to the Information Regulator

We'd like the chance to sort out any concern first — please contact our Information Officer at hello@groomr.co.za. You can also complain directly to the Information Regulator: Information Regulator (South Africa) Website: www.inforegulator.org.za (complaints use POPIA Form 5) Email: enquiries@inforegulator.org.za Phone: 010 023 5200 · Toll-free 0800 017 160 Address: Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191

14. Changes to this policy

If we change this policy in a way that matters, we'll email registered users before the change takes effect and ask you to confirm the updated terms the next time you sign in. The version number and date at the top show which version you are reading.

Business details

Owner: Mongezi Jele
Legal status: Sole proprietor
Trading as: InsightArc, Groomr
Email: hello@groomr.co.za
Phone / WhatsApp: 082 717 1448
Website: groomr.co.za
Information Officer: Mongezi Jele — hello@groomr.co.za