Legal

Privacy policy

How VROU collects, uses, stores, and protects your personal information when you use our website, shop, and studio services.

1. Introduction

VROU (“we”, “us”, or “our”) respects your privacy and is committed to protecting your personal information. This policy explains what we collect, why we collect it, and how we handle it when you visit our website, shop online, contact us, or visit our studio in George, South Africa.

This policy should be read together with our shipping policy and returns & refunds policy.

2. Who we are

VROU is a beauty studio and online shop based at 76 York Street, Harvil House, George, 6529, South Africa.

For privacy-related questions or requests, contact us at hello@heelvrou.co.za or +27 60 809 1812.

3. Information we collect

Depending on how you interact with us, we may collect:

  • Contact details — such as your name, email address, phone number, and WhatsApp details when you contact us or place an order.
  • Delivery and billing information — address, suburb, city, province, and postal code provided at checkout.
  • Order information — products purchased, order history, delivery preferences, and payment status.
  • Technical information — browser type, device information, IP address, and pages visited, collected automatically when you use our website.
  • Local storage on your device — such as a cart identifier and temporary checkout details stored in your browser to keep your shop session working.
  • Booking information — if you book an appointment through our third-party booking platform, that provider may collect information directly from you.

We do not store your full payment card details on our website. Online payments are processed by our payment service provider.

4. How we use your information

We use personal information to:

  • Process and deliver shop orders within South Africa.
  • Communicate with you about your order, enquiry, or appointment.
  • Provide customer support by phone, email, or WhatsApp.
  • Improve our website, services, and shop experience.
  • Comply with legal, tax, and accounting obligations.
  • Protect against fraud, misuse, or security issues.

5. Legal basis

We process personal information in accordance with the Protection of Personal Information Act, 2013 (POPIA) and other applicable South African law. We rely on one or more of the following grounds, as applicable: your consent, the performance of a contract with you, our legitimate interests in operating our business, and compliance with legal obligations.

6. Sharing your information

We may share personal information with trusted third parties who help us operate our business, including:

  • Payment processors to complete transactions securely.
  • Courier and delivery partners to ship your orders.
  • Website hosting, infrastructure, and technology providers.
  • Our online booking platform when you schedule a service appointment.
  • Professional advisers or authorities where required by law.

We do not sell your personal information. Third parties are only given the information necessary to perform their services and are expected to protect it appropriately.

7. Cookies and browser storage

Our website uses browser storage (such as local storage and session storage) to remember your cart and checkout details during your visit. These are functional features intended to improve your shopping experience rather than advertising trackers.

You can clear this data at any time through your browser settings, although doing so may reset your cart or checkout progress.

8. Third-party links and services

Our website links to third-party services such as WhatsApp, Facebook, Instagram, Google Maps, and our external booking system. When you use those services, their own privacy policies apply. We encourage you to review them before providing personal information.

9. How long we keep information

We retain personal information only for as long as necessary to fulfil the purposes described in this policy, including completing orders, handling returns, resolving disputes, and meeting legal or accounting requirements. When information is no longer needed, we take reasonable steps to delete or anonymise it.

10. Security

We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, or alteration. However, no website or internet transmission is completely secure, and we cannot guarantee absolute security.

11. Your rights

Under POPIA, you may have the right to:

  • Request access to the personal information we hold about you.
  • Ask us to correct or delete inaccurate or incomplete information.
  • Object to certain processing, where applicable.
  • Withdraw consent where processing is based on consent.
  • Lodge a complaint with the Information Regulator of South Africa.

To exercise these rights, contact us at hello@heelvrou.co.za. We may need to verify your identity before responding.

12. Children

Our website and online shop are not directed at children under 18. We do not knowingly collect personal information from children without appropriate consent from a parent or guardian.

13. Changes to this policy

We may update this privacy policy from time to time. The latest version will always be published on this page. Continued use of our website after changes are posted constitutes acceptance of the updated policy, to the extent permitted by law.

14. Contact us

If you have questions about this privacy policy or how we handle your personal information, please contact us:

Last updated: May 2026. Contact us