How We Use Your Personal Information

Last updated: 14 October 2026

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Who Is Responsible

My Local Hero (Pty) Ltd (“My Local Hero”, “we”, “us” or “our”), registration number 2026/651964/07, is the responsible party for the personal information described in this notice. Our registered office is 74 Liverpool Street, Hout Bay, Cape Town, Western Cape, 7806. For privacy questions or requests, contact info@mylocalheroes.co.za or WhatsApp 082 200 1992.

What We Collect

The pilot application form collects information directly from applicants and optional work-reference details supplied by them. Applicants should ask references before sharing their contact details. No identity documents, bank details, criminal records or criminal-check consent are collected through this form. For customer bookings, we may collect your name, WhatsApp number, service request, problem description, service location, preferred booking date and time, messages, booking and attendance status, payment status and support records. If a contractor submits additional work through the platform, we may also record the contractor’s proposed scope and amounts, estimate reference, customer response and relevant timestamps. For contractors, we may also collect business, experience, qualification, reference, service-area, availability, verification and payout information.

Why We Use It

We use this information to operate our local-services connection and booking platform: to check suitable contractors’ availability, prepare masked options, record the contractor you choose, obtain your approval of the exact call-out price, connect you after final assignment, coordinate attendance, facilitate the call-out payment, present a contractor’s recommendation and approximate estimate and record the customer’s response, communicate about the booking, prevent fraud, resolve platform or payment complaints and keep legally required records. Recording an estimate does not mean My Local Hero prepared, priced, supervised or guaranteed the contractor’s work.

Is Providing It Required?

Required form fields are needed to arrange a booking or consider a contractor application. If they are not provided, we may be unable to deliver that service. Optional fields are marked or may be left blank.

Who Receives It

Pilot applications are stored in the Cloudflare-hosted website database and reviewed through an owner-only Action Centre. Application status and review notes are private and are not sent to customers or other contractors. Before assignment, contractor profiles remain masked and the customer’s exact address and direct contact details are concealed. After confirmed assignment, the contractor receives the service location and information needed to attend. Routine updates and support use the job card and My Local Hero’s channels; assignment does not automatically authorise sharing personal phone numbers. For optional separate work, after the customer confirms call-out completion and records interest in an estimate during the available 24-hour period while the card remains open, the customer may choose to open WhatsApp with the contractor’s work number. Recording interest alone sends no message and does not share the customer’s number. Sending a WhatsApp message shares the customer’s number with the recipient. Final extra-work arrangements are made directly. Service providers may process information needed for their function, including website hosting, our booking database, Google location services, WhatsApp messaging, security services and an approved payment provider. WhatChimp or Make receives booking information only if used for an enabled communication or automation flow. Those providers receive only the information needed for their function. We do not sell personal information.

Separate Work Recommendations And Estimates

The contractor may provide a recommended scope and approximate estimated amount for extra work. My Local Hero presents that information and records the customer’s response and relevant timestamps. The contractor is responsible for diagnosis, any final estimate or quotation, performance, safety, invoicing and warranty obligations. The parties arrange the extra work and payment directly. We do not use this feature to authorise work, verify its direct payment, supervise it, track its completion or manage separate-work follow-up. Processing records for a legal obligation or a concern about our own conduct remains possible.

Location And Payment Safety

A customer’s precise service location is used to arrange and perform the requested job and is shared only where necessary. My Local Hero does not ask for card numbers, banking passwords or PINs on its booking forms; payment information is entered through the payment provider’s secure page.

Call-Out Complaints And Refund Evidence

For a call-out complaint or refund request, we may process relevant booking, payment and attendance records, messages, timestamps, responses from both parties and photographs or documents voluntarily supplied. A person reviews these records to decide a fair call-out outcome, prevent duplicate refunds or dishonest claims and meet legal obligations. Only information reasonably necessary for the case is requested, with access restricted to authorised people and service providers. Separate-work information is processed only where relevant to our own conduct, a call-out issue or a legal obligation; this does not create a service for supervising or following up that work.

How Long We Keep It

Pilot contractor applications, contractor drafts, review notes and review-history records are retained for 90 days from submission. Expired records are excluded from review and deleted when applications are next submitted or reviewed. Approved applicants complete a separate final onboarding process; application approval does not create an active profile. Fictional demo cards expire after seven days; expired TEST-DEV records are removed from the active demo database when a new test starts or an authorised administrator runs cleanup. Provider backup copies may remain until the provider’s recovery window ends. Restored data must be checked for expired records before reuse. We keep personal information only while it is reasonably needed for the purposes above, to meet legal, accounting and dispute obligations, or to establish and defend legal claims. This may include retaining the call-out record, contractor estimate, customer response and call-out payment-status history together so that the booking can be understood accurately. We will securely delete or de-identify information when it is no longer required. Retention periods and deletion procedures must be documented for the live service and reviewed against the purposes and legal requirements above. We do not promise a specific retention period that has not been established.

Reviews And Contractor Reliability

When you submit a review, we use the booking reference, verified customer contact match, ratings, optional comment, submission time and moderation records to confirm eligibility, prevent duplicate or fraudulent reviews and calculate verified contractor ratings. Internal reliability events are stored separately from public customer feedback. We limit publication of personal information and may restrict a comment while a safety, privacy, legal or factual concern is reviewed.

Your Choices And Rights

You may ask whether we hold your personal information and request access, correction or deletion where permitted. You may object to certain processing or withdraw consent where consent is the basis used. Contact us using the details above. We may need to verify your identity before acting on a request.

Security And Incidents

We use access controls, private token-based booking links, restricted service keys and limited-data sharing. Bot protection is applied where enabled. Keep private links confidential; possessing a link may allow access to that booking card. If a security incident creates a notification duty, we will notify affected people and the Information Regulator as required.

Complaints

Please contact us first so we can try to resolve your concern. You may also complain to South Africa’s Information Regulator through inforegulator.org.za.

Processing Grounds And Overseas Providers

Depending on the purpose, processing is based on arranging and performing the requested service, legal obligations, legitimate interests such as security and fraud prevention, or consent where required. Some hosting, mapping and messaging providers may process information outside South Africa. Applicable cross-border safeguards and provider arrangements must be verified before enabling those data flows; only information necessary for the service may be shared.

Privacy Requests

Send privacy requests to info@mylocalheroes.co.za, for the attention of the Information Officer. We will verify identity where necessary and explain any lawful restriction on access or deletion. Our registered Information Officer is Nicholas Ryan de Souza, Managing Director. Information Regulator registration number: 2026-069293; registered on 14 October 2026. His appointment date is 17 August 2026. See our Pilot PAIA Manual for records and access procedures. Registration does not certify that every privacy obligation has been completed.

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