Privacy Policy

TerraCelest Group of Companies (PTY) LTD operates under the trading name TerraCelest and provides residential cleaning services.

Our business address is 6690 Mala Street, Daveyton, Benoni, 1520, Gauteng, South Africa.

For privacy-related matters, customers may contact TerraCelest through the official customer-support channels provided on our website or application.

Depending on how you interact with TerraCelest, we may collect information reasonably required to provide and administer our services.

• Name and surname.
• Mobile telephone number.
• Email address.
• Residential or service address.
• Booking and appointment information.
• Property and cleaning requirements.
• Payment and transaction information necessary to reconcile a booking.
• Customer communications and support requests.
• Information voluntarily provided through forms, messages or other interactions.

When necessary to provide a cleaning service, we may process information relating to the property being serviced.

This may include the property address, number of rooms, selected services, access instructions, cleaning requirements, pets, hazards or other information relevant to safe and effective service delivery.

You may voluntarily provide additional information when communicating with TerraCelest.

Examples include information supplied when requesting a quotation, describing a cleaning requirement, submitting a complaint, communicating with customer support or requesting assistance with a booking.

Personal information may be collected directly from you when you:

• Visit or use a TerraCelest website or application.
• Submit a booking request.
• Request a quotation.
• Contact customer support.
• Communicate with us through WhatsApp, email or another approved channel.
• Make or arrange a payment.
• Submit a complaint or service request.

TerraCelest may process personal information for purposes reasonably connected with operating and providing our services, including:

• Creating and managing customer bookings.
• Confirming appointments.
• Providing cleaning services.
• Communicating with customers.
• Processing and reconciling payments.
• Managing cancellations and rescheduling.
• Handling complaints and service issues.
• Maintaining business and transaction records.
• Improving customer experience and service quality.
• Preventing fraud, abuse and unauthorised activity.
• Complying with legal and regulatory obligations.

TerraCelest will process personal information only where there is an appropriate legal basis for doing so.

Depending on the circumstances, processing may be necessary to perform a contract, take steps at your request before entering into a contract, comply with a legal obligation, protect legitimate interests, or where you have provided appropriate consent.

Booking information is used to administer the requested service and may be shared internally with personnel or service providers who require the information to fulfil the booking.

Only information reasonably required for the relevant operational purpose should be used.

Payments may be processed through third-party payment providers made available by TerraCelest.

TerraCelest may receive transaction information necessary to identify and reconcile a payment, such as a transaction reference, amount, status or payment date.

TerraCelest does not ask customers to provide banking passwords, PINs or one-time passwords through ordinary customer-support conversations.

Where WhatsApp or another communication service is used, information may be processed through that third-party platform.

Customers should review the applicable privacy terms of the communication provider they use.

TerraCelest may retain relevant business communications where reasonably necessary for bookings, support, complaints, dispute resolution, record keeping or legal compliance.

TerraCelest may use cookies, local storage and similar technologies to support website functionality, remember appropriate preferences, maintain sessions and understand how digital services are used.

Further information about cookies is provided in the TerraCelest Cookie Policy.

When you access our digital services, certain technical information may be processed automatically where required for security, functionality and service operation.

• IP address.
• Browser or application information.
• Operating system information.
• Device-related technical information.
• Basic access and interaction information.

TerraCelest may require a service address or location information to determine whether a cleaning service can be provided and to facilitate service delivery.

Where a device-based location feature is offered, location access should only occur where the relevant feature and permissions allow it.

Photographs may be processed where reasonably necessary for service administration, quality control, documenting property condition, investigating an incident or handling a complaint.

Photographs should be limited to what is reasonably necessary for the relevant purpose.

TerraCelest may share relevant personal information with trusted service providers where necessary to operate the business or provide the requested service.

Depending on the service, these parties may include payment providers, technology providers, hosting providers, communication providers, operational service providers, professional advisers or other parties where disclosure is legally permitted or required.

TerraCelest does not intend to sell customer personal information as a commercial product.

Third-party providers may process information on behalf of TerraCelest for specific operational purposes.

TerraCelest seeks to use appropriate providers and safeguards suitable for the nature of the information and service involved.

Some technology or service providers used by TerraCelest may process information outside South Africa.

Where personal information is transferred across borders, TerraCelest will take account of the requirements of POPIA and other applicable law.

TerraCelest retains personal information only for as long as reasonably necessary for the purpose for which it was collected, legitimate business requirements, dispute resolution, record keeping and applicable legal or regulatory obligations.

Different categories of information may therefore be retained for different periods.

TerraCelest takes reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

No electronic transmission or storage system can guarantee absolute security. Where a security incident occurs, TerraCelest will respond in accordance with applicable legal requirements.

Subject to applicable legal requirements and limitations, individuals may have rights concerning their personal information, including the right to:

• Request access to personal information held about them.
• Request correction or updating of inaccurate information.
• Request deletion where legally applicable.
• Object to certain forms of processing where permitted by law.
• Withdraw consent where processing is based on consent, subject to applicable limitations.
• Raise a complaint regarding the handling of personal information.

TerraCelest aims to maintain accurate and reasonably up-to-date personal information.

Customers should notify TerraCelest when important information changes, particularly contact details, service addresses or booking information.

TerraCelest's services are primarily intended to be arranged by adults.

Customers should not provide unnecessary personal information relating to children through booking or customer-support systems.

Where information relating to a child is legitimately required, TerraCelest will process it in accordance with applicable law.

TerraCelest may use an AI-powered customer-care assistant to help users obtain general information, navigate services and receive assistance.

Information entered into an AI customer-care interface may be processed for the purpose of responding to the request and operating the relevant service.

Customers should avoid entering passwords, banking PINs, one-time passwords or other unnecessary confidential security credentials into an AI customer-care interface.

Where permitted by applicable law, TerraCelest may communicate information about services, offers or updates.

Where consent is required, marketing communications will be sent in accordance with applicable legal requirements.

Customers may request that marketing communications be stopped where applicable.

Personal information may be processed to detect, investigate and prevent fraud, abuse, unauthorised access, payment irregularities and other security threats.

TerraCelest may disclose personal information where required or permitted by applicable law, court order, regulatory requirement, law-enforcement request or other lawful process.

Customers who believe that their personal information has been handled incorrectly should first contact TerraCelest so that the matter can be investigated.

Nothing in this process prevents an individual from exercising any statutory right to approach an appropriate regulatory authority.

TerraCelest may update this Privacy Policy when its services, technology, operations or legal requirements change.

The latest version published through an official TerraCelest channel will identify the applicable update date.

This Privacy Policy should be read together with the TerraCelest Terms of Service and Cookie Policy.

Where another policy provides more specific information about a particular processing activity, that information should be read together with this Privacy Policy.

This Privacy Policy is governed by the laws of the Republic of South Africa.