Privacy Policy

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6. Who we share your information with

We share personal information only with service providers who help us run our business, and only what they need to do their job:
• Website hosting
• Analytics and advertising: Google (Analytics, Ads, Search Console, Workspace) and Microsoft (Clarity)
• Scheduling: Calendly
• Messaging: WhatsApp (Meta)
• Email newsletter: Sender
• Professional advisers: accountants, auditors and lawyers, where needed
• Creative partners: trusted design and production partners working on a client project, under confidentiality
We may also disclose information where the law requires it, or to protect our rights or the safety of others. We never sell or rent personal information.

7. Information sent outside South Africa

Several of our providers store data on servers outside South Africa, for example in the United States or Europe. Where this happens, we rely on providers that are bound by data protection laws, binding agreements or certifications giving protection substantially similar to POPIA, as section 72 of POPIA requires.

8. Client data we handle for clients

When we manage a client’s website, advertising, social media or analytics accounts, we may have access to personal information about that client’s customers. In that case, the client is the responsible party and we act as their operator: we process that information only on the client’s instructions, keep it confidential and secure, and do not use it for our own purposes.8. Client data we handle for clients

9. Google account data

We use our own internal reporting tool, connected to Google services through Google’s APIs, to read Google Search Console and Google Analytics data for websites we are authorised to access. It reads this data only to produce performance reports for 11th House and for clients who have given us access. We do not sell this data, use it for advertising, or share it with anyone else, except where the law requires. Our use and transfer of information received from Google APIs follows the Google API Services User Data Policy, including its Limited Use requirements.

10. How long we keep information

We keep personal information only as long as we need it for the purpose it was collected, or as long as the law requires:

• Enquiries that don’t become clients: up to 2 years after our last contact.
• Client and financial records: at least 5 years after the work ends, as South African tax law requires.
• Newsletter subscribers: until you unsubscribe.
• Website analytics: according to each provider’s retention settings (for Google Analytics, no longer than 14 months).

After that, we delete the information or anonymise it so it can no longer identify you.

11. How we protect your information

We use reasonable technical and organisational measures to protect personal information against loss, misuse and unauthorised access. These include secure (HTTPS) connections on our website, password-protected accounts with two-step verification where available, and access limited to the people who need it. If a security breach affects your personal information, we will notify you and the Information Regulator as POPIA requires.

12. Your rights

Under POPIA, you have the right to:

• ask whether we hold personal information about you, and request a copy of it;
• ask us to correct or update information that is wrong or incomplete;
• ask us to delete information we no longer have a lawful reason to keep;
• object to us processing your information, including for direct marketing;
• withdraw your consent at any time, where we rely on consent;
• lodge a complaint with the Information Regulator (see section 16).

To use any of these rights, email info@11thhouse.co.za. We may need to confirm your identity first, and we aim to respond within 30 days.

13. Marketing emails

We send our newsletter only to people who have signed up or are existing clients, as POPIA allows. Every email includes an unsubscribe link, and you can also ask us to stop at any time by emailing info@11thhouse.co.za.

14. Children

Our services are for businesses and adults. We do not knowingly collect personal information from anyone under 18. If you believe a child has given us their information, contact us and we will delete it.

15. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated at the top.

16. Contact us and complaints

Our Information Officer is Syldrey Mombo, Founder and Director. For any question about this policy, or to exercise your rights:

• Email: info@11thhouse.co.za
• Phone / WhatsApp: +27 76 294 0276

If you are not satisfied with our response, you can complain to the Information Regulator (South Africa):

• POPIA complaints: through the Regulator’s eService Portal at eservices.inforegulator.org.za
• General enquiries: enquiries@inforegulator.org.za
• Phone: 010 023 5200 (toll-free 0800 017 160)
• Address: Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191
• Website: inforegulator.org.za