Privacy Policy

AC Direct is committed to protecting your personal information and handling it responsibly, lawfully, and with care. This policy explains what information we collect, why we collect it, how we use it, and what your rights are in relation to it.

This policy applies to all personal information collected through our website, in-store interactions, telephonic enquiries, and any other channel through which you engage with us.

AC Direct is a South African retailer of HVAC, solar, heat pump, and home appliance products, operating nationally across both retail and commercial channels. We are the Responsible Party in respect of your personal information as defined under the Protection of Personal Information Act, 4 of 2013 (POPIA).

We may collect and process the following categories of personal information:

Identity information - your full name
Contact information - phone number, email address
Address information - delivery address, installation site address, billing address
Financial information - payment details processed securely through our payment partners
Transaction information - order history, product selections, service requests
Communication records - enquiries, support interactions, and correspondence
Technical information - IP address, browser type, and usage data collected via cookies on our website

We only collect information that is adequate, relevant, and necessary for the purposes set out in this policy.

We collect and use your personal information for the following purposes:

To process and fulfil your orders and service requests
To arrange delivery, installation, or aftercare services
To process payments and manage your account
To respond to enquiries and provide customer support
To communicate relevant product updates, promotions, or service information where you have opted in
To improve our products, services, and website experience
To comply with legal and regulatory obligations

We will not use your personal information for purposes other than those listed above without your knowledge and, where required, your consent.

We process your personal information on the following legal grounds:

Contractual necessity - to fulfil an order or service agreement you have entered into with us
Legal obligation - where we are required to process information to comply with applicable law
Legitimate interest - to improve our services, prevent fraud, and maintain the security of our systems
Consent - where you have expressly opted in to receive marketing communications

We do not sell your personal information to any third party.

We may share your information with trusted third parties only where necessary to fulfil our obligations to you. This includes:

Payment processors - to securely process transactions
Courier and logistics partners - to arrange delivery of your order
Installation and service teams - to coordinate on-site work
Suppliers and manufacturers - where required to process a warranty or service claim
Technology and platform providers - who support the operation of our website and systems
Regulatory authorities or law enforcement - where we are legally required to do so

All third parties who process personal information on our behalf are required to handle it only for the specific purpose for which it was shared, and to maintain appropriate security standards.

We implement reasonable technical and organisational security measures to protect your personal information against loss, unauthorised access, disclosure, alteration, or destruction.

While we take data security seriously, no method of electronic storage or digital transmission is entirely without risk. We cannot guarantee absolute security, but we are committed to maintaining appropriate safeguards and responding promptly if a security incident occurs.

In the event that we have reasonable grounds to believe your personal information has been accessed or acquired by an unauthorised party, we will take appropriate steps to investigate and, where required by law, notify the Information Regulator and any affected individuals.

We retain your personal information only for as long as is necessary to fulfil the purposes for which it was collected, or as required by applicable law. Once your information is no longer required, it will be securely deleted or de-identified.

Our website uses cookies to improve your browsing experience, analyse site usage, and support our marketing activities. You may adjust your browser settings to manage or disable cookies, though this may affect certain functionality on our site.

Under POPIA, you have the right to:

Access the personal information we hold about you
Correct any inaccurate, outdated, or incomplete information
Request deletion of your personal information, subject to any legal retention obligations
Object to processing of your personal information on legitimate grounds
Withdraw consent at any time where processing is based on consent
Lodge a complaint with the Information Regulator of South Africa if you believe your rights have been infringed

To exercise any of these rights, please contact us using the details below.

If you have any questions about this policy, wish to exercise your rights, or want to raise a concern about how we handle your personal information, please contact us at:

AC Direct (Pty) Ltd
Email: customerservice@acdirect.co.za
Phone: 010 443 7840
Address: AC Direct, South Africa

Information Regulator of South Africa
For complaints: www.inforegulator.org.za

We may update this policy from time to time to reflect changes in our practices or applicable law. The most current version will always be available on our website, with the date of the last update noted at the top of the page.