Last updated: 31 July 2026
Introduction
GoNyuka (Pty) Ltd ("GoNyuka", "we", "us", "our") operates a technology platform that connects customers with trusted moving and cleaning service providers across South Africa. This Privacy Policy explains how we collect, use, store, share, and protect your personal information when you interact with our platform — whether as a customer requesting services, a service provider offering services, or a visitor browsing our website.
We are committed to protecting your privacy and handling your personal information in accordance with the Protection of Personal Information Act, 2013 (POPIA) and other applicable South African data protection laws.
By accessing or using the GoNyuka platform, you acknowledge that you have read and understood this Privacy Policy and consent to the practices described herein.
1. Scope of This Policy
This Privacy Policy applies to:
- Customers: Individuals and businesses who submit service requests through the platform
- Service Providers: Moving companies, cleaning services, packing specialists, and other professionals registered on the platform
- Website Visitors: Anyone who browses or interacts with the GoNyuka website
This policy covers personal information collected through our website, web application, email communications, customer support interactions, and any other channel through which you engage with GoNyuka.
2. Information We Collect
2.1 Information You Provide Directly
When you create an account, submit a service request, or register as a provider, we collect:
- Identity Information: Full name, identification numbers (where required for verification), date of birth
- Contact Information: Email address, phone number, physical and postal addresses
- Service Details: Pickup and delivery locations, preferred dates, property size, special requirements, and service preferences
- Provider Business Information: Company name, registration number, trading name, service types, coverage areas, fleet details, banking information for payouts
- Verification Documents: Identity documents, driver's licences, vehicle registration papers, insurance certificates, and other documents required for provider verification
- Payment Information: Payment card details and billing information, which are processed securely by our third-party payment providers and not stored on our servers
- Communications: Messages sent through the platform, support queries, feedback, and any other correspondence with our team
- Profile Content: Profile photos, business descriptions, and any other information you choose to share on your profile
2.2 Service and Transaction Data
As you use the platform, we automatically generate and collect records of your activity:
- Service request details including type, timing, locations, and status
- Booking confirmations, assignments, and completion records
- Pricing, quotes, transaction amounts, and payment records
- Service Provider assignment and job acceptance details
- Tracking data including provider location during active services
- Ratings, reviews, and feedback provided after service completion
- Dispute records and resolution outcomes
2.3 Automatically Collected Data
When you access our platform, certain information is automatically collected through standard internet technologies:
- Device and Browser Information: IP address, browser type and version, operating system, device type, screen resolution
- Usage Data: Pages visited, features used, time spent on the platform, click patterns, referring and exit pages
- Location Data: Approximate location derived from your IP address, and precise location where you have granted permission for tracking features
- Cookies and Similar Technologies: Session identifiers, preferences, and authentication tokens (see Section 7 for details)
2.4 Information from Third Parties
We may receive information about you from:
- Payment processors and financial institutions (transaction confirmations, fraud alerts)
- Identity verification and background check providers
- Business partners and referral sources
- Publicly available sources where relevant to our verification processes
3. How We Use Your Information
We use the information we collect for the following purposes:
3.1 To Provide and Operate the Platform
- Process service requests and match customers with appropriate Service Providers
- Facilitate communication between customers and Service Providers
- Enable real-time tracking of active services
- Process payments and distribute payouts to Service Providers
- Generate quotes, invoices, and transaction records
- Send booking confirmations, status updates, and service-related notifications
3.2 Platform Management and Improvement
- Monitor and analyse platform usage to improve functionality and user experience
- Develop new features and services based on user needs and behaviour
- Debug and resolve technical issues
- Conduct internal research and analytics
3.3 Safety, Security, and Compliance
- Verify the identity of Service Providers and validate credentials
- Detect, prevent, and investigate fraud, abuse, and suspicious activity
- Enforce our Terms and Conditions and other policies
- Comply with legal obligations, court orders, and regulatory requirements
- Maintain records as required by tax, financial, and other applicable laws
3.4 Communication and Support
- Respond to inquiries, support requests, and complaints
- Send administrative messages, security alerts, and policy updates
- With your consent, send marketing communications about new services, features, and promotions (you may opt out at any time)
4. Legal Basis for Processing
We process your personal information based on one or more of the following legal grounds:
- Performance of a Contract: Processing necessary to provide the services you have requested
- Legitimate Interests: Processing necessary for our legitimate business interests, provided these do not override your rights and freedoms
- Legal Obligation: Processing required to comply with applicable laws and regulations
- Consent: Processing based on your explicit consent, which you may withdraw at any time
5. How We Share Your Information
We do not sell, rent, or trade your personal information. We share information only as necessary to operate the platform and provide our services:
5.1 Sharing Between Platform Users
- With Service Providers: When you submit a service request, we share your name, contact details, pickup and delivery addresses, and service requirements with the Service Provider who accepts your booking. This is essential for them to complete the service.
- With Customers: When a Service Provider accepts a booking, we share the provider's business name, contact details, and relevant profile information with the customer.
5.2 Third-Party Service Providers
We engage trusted third parties to assist in operating our platform. These include:
- Payment Processors: For secure payment processing, fraud detection, and provider payouts
- Cloud Infrastructure: For hosting our platform and storing data securely
- Communication Services: For sending emails, SMS notifications, and in-app messages
- Analytics Providers: For understanding platform usage and improving our services
- Identity Verification: For background checks and document verification of Service Providers
All third-party service providers are contractually bound to protect your information and use it only for the specific purposes we have authorised.
5.3 Legal and Regulatory Disclosures
We may disclose your information:
- When required by law, court order, or governmental authority
- To enforce our Terms and Conditions and protect our rights
- To prevent, investigate, or address fraud, security, or safety concerns
- In connection with a merger, acquisition, or sale of all or part of our business
Platform Role: GoNyuka acts as an intermediary platform connecting customers and independent Service Providers. Service Providers are not employees or agents of GoNyuka. While we vet providers before they join the platform, we are not responsible for how Service Providers handle your information outside the GoNyuka platform. We encourage customers to review the privacy practices of any Service Provider they engage.
6. Data Retention
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:
- Account Information: Retained for the duration of your account plus a period of 3 years after account closure for legal and compliance purposes
- Transaction Records: Retained for a minimum of 5 years as required by South African tax and financial regulations
- Communications: Retained for 2 years for quality assurance and dispute resolution
- Usage Data: Retained in anonymised or aggregated form indefinitely for analytics purposes
When personal information is no longer required, we securely delete or anonymise it in accordance with our data destruction procedures.
7. Cookies and Tracking Technologies
We use cookies and similar tracking technologies to improve your experience on our platform:
- Essential Cookies: Required for the platform to function properly, including authentication and security features. These cannot be disabled.
- Functional Cookies: Remember your preferences and settings to enhance your experience.
- Analytics Cookies: Help us understand how you use the platform so we can improve it. These are anonymised where possible.
- Marketing Cookies: Used to deliver relevant content and communications (only with your consent).
You can manage your cookie preferences through your browser settings. Disabling certain cookies may affect the functionality of the platform.
8. Data Security
We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction:
- Encryption of data in transit (TLS/SSL) and at rest
- Secure server infrastructure with access controls and monitoring
- Regular security assessments and vulnerability testing
- Employee training on data protection and confidentiality obligations
- Incident response procedures for data breaches
Payment card information is handled exclusively by PCI-compliant third-party payment processors. We do not store full payment card details on our servers.
While we strive to protect your information, no method of electronic storage or transmission is 100% secure. We cannot guarantee absolute security, but we take every reasonable precaution.
9. Your Rights Under POPIA
Under the Protection of Personal Information Act, you have the following rights regarding your personal information:
- Right of Access: You may request a copy of the personal information we hold about you
- Right to Rectification: You may request that we correct or update inaccurate or incomplete information
- Right to Erasure: You may request deletion of your personal information, subject to legal retention requirements
- Right to Object: You may object to the processing of your personal information in certain circumstances
- Right to Restrict Processing: You may request that we limit how we process your information
- Right to Data Portability: You may request a copy of your information in a structured, machine-readable format
- Right to Withdraw Consent: Where processing is based on consent, you may withdraw it at any time
To exercise any of these rights, please contact our Information Officer at privacy@gonyuka.co.za. We will respond to your request within 30 days as required by POPIA. We may need to verify your identity before processing your request.
If you believe we have not adequately addressed your concerns, you have the right to lodge a complaint with the Information Regulator of South Africa at inforeg@justice.gov.za.
10. Cross-Border Data Transfers
Some of our third-party service providers may store or process data on servers located outside South Africa, including in the United States and European Union. Where this occurs, we ensure that:
- The recipient country provides an adequate level of protection as determined by the Information Regulator, or
- Appropriate contractual safeguards are in place to protect your information to a standard equivalent to POPIA requirements
By using our platform, you consent to the transfer of your information to these countries for the purposes described in this policy.
11. Children's Privacy
Our platform is not intended for or directed at individuals under the age of 18. We do not knowingly collect personal information from minors. If we become aware that a person under 18 has provided us with personal information, we will take steps to delete such information promptly. If you believe a minor has provided us with personal information, please contact us immediately.
12. Third-Party Links
Our platform may contain links to third-party websites or services that are not owned or controlled by GoNyuka. This Privacy Policy applies only to information collected by GoNyuka. We are not responsible for the privacy practices of third parties. We encourage you to review the privacy policies of any third-party services you access.
13. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or for other operational reasons. When we make material changes, we will:
- Post the updated policy on this page with a revised "Last updated" date
- Notify registered users via email or through the platform
- Where required by law, obtain your renewed consent
We encourage you to review this policy periodically. Your continued use of the platform after changes are posted constitutes your acceptance of the updated policy.
14. Contact Our Information Officer
If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact our designated Information Officer:
GoNyuka Information Officer
GoNyuka (Pty) Ltd
Email: privacy@gonyuka.co.za
We aim to acknowledge all inquiries within 2 business days and provide a substantive response within 30 days.