Refund and Returns Policy

Privacy Policy & Online Store Terms

Water and Ice – www.waterandice.co.za
Last updated: [01/02/2026]

1. Who We Are

This website is owned and operated by Water and Ice (“we”, “us”, “our”), a business supplying premium water and ice products in South Africa.

Contact details

Website: https://waterandice.co.za/
Address: 167 Jan Smuts Ave, Parktown North, Randburg, 2193, South Africa
Phone: 076 603 6050
Email: [info@waterandice.co.za]

We are the “responsible party” for your personal information under the Protection of Personal Information Act 4 of 2013 (POPIA).

PART A – PRIVACY POLICY

2. What Personal Information We Collect

We collect and process the following types of information when you use our website or shop with us:

Identity & contact details
- Name and surname
- Email address
- Phone number
- Delivery or billing address
Order & payment information
- Products ordered, order history, delivery instructions
- Payment method details (note: card details are processed by our payment gateway and are not stored by us in full)
Website usage & technical data
- IP address, browser type, device information
- Pages visited, time spent, links clicked
- Cookies and similar technologies (see section 6)
Communication & marketing preferences
- Messages sent through our contact forms
- Your preferences for marketing emails, SMS or social media campaigns

3. How We Collect Your Information

We collect information in three main ways:

Directly from you
- When you place an order online
- When you create an account
- When you contact us via forms, email, phone or social media
- When you sign up for promotions or newsletters
Automatically
- Through cookies, analytics tools and log files when you browse our website
From third parties (where applicable)
- Payment providers and banks (to confirm successful payment)
- Delivery partners (for tracking and delivery updates)

4. Why We Use Your Personal Information

We process your personal information for the following purposes:

To process and deliver your orders
- Creating and managing your order
- Arranging delivery or collection
- Sending order updates and delivery notifications
To provide customer service
- Answering questions and resolving issues
- Handling returns, refunds and cancellations
To operate and improve our website
- Monitoring performance and preventing fraud or abuse
- Understanding how visitors use the site so we can improve layout, products and content
For legal, accounting and compliance purposes
- Record-keeping for tax and accounting
- Compliance with South African law, including POPIA and the Consumer Protection Act
Marketing (only if you consent or where allowed by law)
- Sending you information about promotions, new products or special offers
- You can opt out of marketing at any time (see section 8).

We only process your personal information where we have a valid legal basis – for example, your consent, our contract with you (fulfilling your order), compliance with law, or our legitimate interest in running and protecting our business.

5. Sharing Your Information

We do not sell your personal information.

We may share it with:

Payment providers who process card payments and online transactions
Courier and delivery partners who deliver your orders
IT and hosting providers who help us run the website and store data securely
Professional advisers (accountants, legal advisers) where necessary
Authorities or regulators where required by law or to protect our rights

All third parties are required to keep your information secure and use it only for the purposes we specify.

6. Cookies and Tracking Technologies

Our website uses cookies and similar technologies to:

Remember your cart and preferences
Improve website performance and security
Analyse how visitors use the site (for example, via analytics tools)

You can manage or disable cookies in your browser settings. Please note that some parts of the website may not function properly if cookies are disabled.

7. How We Protect and Store Your Information

We take reasonable technical and organisational measures to protect your personal information against:

Loss, misuse or unauthorised access
Disclosure, alteration or destruction

We store your information only for as long as necessary to fulfil the purposes described in this policy, including:

As long as you have an active account with us
As long as needed to complete your orders and handle returns/warranties
For as long as required by tax and accounting laws

8. Your Rights

Under POPIA and other applicable laws, you may have the right to:

Access the personal information we hold about you
Correct or update your information if it is inaccurate or incomplete
Request deletion of your information (where legally and operationally possible)
Object to certain types of processing (such as direct marketing)
Withdraw consent where processing is based on consent

To exercise your rights or update your details, please contact us via the details in section 1.

You also have the right to lodge a complaint with the Information Regulator in South Africa if you are unhappy with how we handle your personal information.

9. Third-Party Websites

Our website may contain links to third-party websites or platforms (for example, Facebook, Instagram or TikTok).

We are not responsible for the privacy practices or content of these websites. We encourage you to read their privacy policies when you visit them.

10. Changes to This Privacy Policy

We may update this policy from time to time. The latest version will always be available on our website with the “Last updated” date at the top.

If changes are material, we may also notify you by email or through a notice on the website.

PART B – SHIPPING, DELIVERY, RETURNS & CANCELLATIONS

11. Shipping & Delivery Policy

Delivery Areas

We deliver within a 15 km radius of our store at 167 Jan Smuts Ave, Parktown North, Randburg, 2193. Orders outside a 15 km radius are collection only, unless otherwise agreed in writing.

Address: 167 Jan Smuts Ave, Parktown North, Randburg, 2193, South Africa