Privacy policy

Marrow & Hound is a dog bed company based in Pretoria, South Africa, trading at marrowandhound.co.za. We are the responsible party for the personal information described on this page, and you can reach us at any time on hello@marrowandhound.co.za.

This policy explains what we collect when you use this website, why we collect it, and what you can ask us to do about it. It is written to meet our obligations under the Protection of Personal Information Act (POPIA).

When you send us a message through our contact form, we receive the name, email address, enquiry topic and message you type into it.

When you sign up to our newsletter, we receive the email address you give us.

When you place an order we collect your name, email address, phone number and delivery address, together with the items you ordered and what you paid.

We never see or store your card details. Payment is taken on Payfast’s own secure pages, and all we receive back is confirmation that the payment succeeded and a reference for it.

We use your contact details to answer you. If you have asked about sizing, an order or a colour, we reply to the address you gave us and we keep the thread so we have the context if you write again.

We use your order and delivery details to take payment, get your parcel to you, keep you updated on its progress, and handle any return or warranty claim afterwards. We also keep them because tax and consumer law require us to keep records of what we have sold.

If you subscribe to our newsletter, we use your email address to send occasional notes about new arrivals, care tips and offers. Every one of those emails has an unsubscribe link, and unsubscribing takes effect immediately.

We do not use your information for automated decision-making or profiling.

Form submissions are processed and stored by Netlify, who host this website, and are forwarded to our own email inbox.

Payments are processed by Payfast, a South African payment gateway. You enter your card or banking details on their systems, never ours, and they are PCI DSS compliant.

Deliveries are arranged through Bob Go, a South African shipping platform, which passes your name, phone number and delivery address to the courier bringing your parcel. The delivery cannot happen without it.

All three act as our operators and process your information on our instructions only. We do not sell, rent or trade your personal information, and we do not share it with anyone for marketing purposes.

We will only disclose your information where the law requires it, or where it is genuinely necessary to protect our rights.

This site does not set advertising or tracking cookies, and we do not run third-party advertising pixels. Your basket is held in your own browser’s storage and does not reach us until you check out.

Our host records standard server logs — things like the pages requested and the time of the request — which we use to keep the site working and secure.

We keep enquiry correspondence for as long as it is useful for supporting you, and then for a reasonable period afterwards in case you come back to us. Newsletter subscriptions are kept until you unsubscribe.

Order records are kept for five years after the end of the tax year the order falls in, because South African tax law requires it. That obligation overrides a request to delete them, and we will say so if that is why we cannot act on one.

When information is no longer needed for the purpose it was collected for, we delete it.

You may ask us what personal information we hold about you, ask us to correct it, ask us to delete it, or object to us using it. You may also withdraw your consent to marketing at any time.

Write to hello@marrowandhound.co.za and we will respond as quickly as we reasonably can. If you are not satisfied with how we have handled a request, you may complain to the Information Regulator of South Africa.

This site is served over HTTPS and form submissions are encrypted in transit. We limit access to submissions to the people who need it to reply to you.

No system is perfectly secure, but if a breach ever affected your personal information we would notify you and the Information Regulator as POPIA requires.

If we change how we handle personal information, we will update this page and the date shown at the top of it. Please check back occasionally.