Your Privacy Matters to Us

We collect personal information only where necessary to provide our products and services. This includes:

We use your personal information for the following purposes:

• Processing and fulfilling your orders, including delivery and collection arrangements
• Communicating with you about your order status, delivery updates, and after-sales support
• Processing warranty claims and returns
• Sending transactional emails such as order confirmations and invoices
• Responding to enquiries, complaints, and support requests
• Verifying identity for warehouse collections (security authorisation)
• Improving our website, product range, and customer experience
• Complying with legal and regulatory obligations
• Sending marketing communications where you have opted in (you may opt out at any time)
• Detecting and preventing fraud or unauthorised access

We will not use your personal information for any purpose incompatible with the purpose for which it was collected without your prior consent.

We do not sell, rent, or trade your personal information to third parties. We may share your information with trusted service providers who assist us in operating our business, subject to confidentiality agreements. These include:

• Courier and logistics partners (for delivery and collection)
• Payment processors and financial institutions (for transaction processing)
• Warehouse and fulfilment partners (for order processing and collection)
• IT service providers and hosting companies (for website and system operation)
• Email and communication platforms (for transactional and marketing emails)
• Installation partners (where you have requested installation services)

We may also disclose your information where required by law, court order, or regulatory authority, or where necessary to protect the rights, property, or safety of HVAC Direct, our customers, or the public.

Our website uses cookies and similar tracking technologies to enhance your browsing experience, analyse site traffic, and support marketing activities. Cookies are small text files stored on your device.

You can manage or disable non-essential cookies through your browser settings. Note that disabling cookies may affect the functionality of certain parts of our website.

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, loss, destruction, or alteration. These measures include:

• SSL/TLS encryption for all data transmitted between your browser and our website
• Secure, access-controlled systems for storing customer and order data
• Restricted staff access to personal information on a need-to-know basis
• Regular security assessments and updates to our systems
• Payment processing through PCI-DSS compliant payment providers — we do not store full card numbers

While we take every reasonable precaution, no method of electronic transmission or storage is 100% secure. In the event of a data breach that poses a risk to your rights, we will notify you and the Information Regulator as required by POPIA.

We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. Specifically:

• Order and transaction records are retained for a minimum of 5 years for tax and accounting purposes
• Warranty claim records are retained for the duration of the applicable warranty period plus 2 years
• Collection authorisation records (ID, vehicle registration) are deleted within 30 days of collection completion
• Marketing opt-in records are retained until you unsubscribe or request deletion
• Support and communication records are retained for 3 years

When personal information is no longer required, we securely delete or anonymise it.

Under the Protection of Personal Information Act (POPIA), you have the following rights regarding your personal information:

To exercise any of these rights, contact our Information Officer at [email protected]. We will respond within 30 days.

Our website may contain links to third-party websites, including courier tracking portals, manufacturer warranty registration pages, and payment gateways. These sites have their own privacy policies, and we are not responsible for their content or practices.

We encourage you to review the privacy policy of any third-party site you visit before providing personal information.

Our website and services are intended for adults aged 18 and over. We do not knowingly collect personal information from children under the age of 18. If you believe a child has provided us with personal information, please contact us immediately and we will delete it.

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or business operations. The updated policy will be published on this page with a revised "Last updated" date.

We encourage you to review this policy periodically. Continued use of our website after changes are published constitutes acceptance of the updated policy.

If you have any questions, concerns, or complaints about this Privacy Policy or the way we handle your personal information, please contact our Information Officer: