Dewhot Waterfall (Pty) Ltd, trading as Dewhot, respects your privacy. This policy explains what personal information we collect when you use dewhot.co.za, why we collect it, who we share it with, and what rights you have. It is written to meet our obligations under the Protection of Personal Information Act, 2013 (POPIA).

What we collect

Information you give us

When you place an order: your name, email address, telephone number, billing address and delivery address, the products ordered, and your order history. Your card details are entered directly with our payment provider and are never stored on, or seen by, Dewhot’s systems.

When you use a form on our site. We operate several: Find An Installer, Website Contact, Contact, Sign Up As Dealer, Property Developer, Warranty Procedure, Live Chat, and competition entry forms. Depending on the form this includes your name, email address, telephone number, your location or suburb, your business details if you are applying as a dealer, and whatever you choose to tell us in the message itself. Warranty claims may also include proof of purchase and installation details.

When you enter a competition: your name and contact details, together with any entry requirements for that promotion.

When you leave a review: your name as you give it and the content of your review, which is published on the site.

Information collected automatically

When you visit the site, we and our analytics and advertising providers collect:

• your IP address, approximate location derived from it, browser, device type and operating system;
• the pages and products you view, how long you spend, what you add to your cart, and whether you complete a purchase;
• the website, search engine or advertisement that brought you to us;
• searches you run on our own site;
• cookies and similar identifiers placed in your browser, as described under Cookies below.

We also keep ordinary server and security logs, including records of requests blocked by the web application firewall that protects the site, and delivery records for emails we send you.

Why we use it

We use the information described above to:

• process and deliver your order – take payment, arrange shipping, issue invoices, and keep you informed about your delivery;
• answer your enquiries – including passing Find An Installer requests to installers in your area so they can contact you, which is the purpose of that form;
• handle warranty claims and provide support after a purchase;
• run competitions and promotions, including contacting winners;
• send you marketing about Dewhot products and offers, where you have agreed to receive it. You can opt out at any time using the link in any marketing email or by contacting us;
• measure and improve our advertising – understanding which advertisements lead to enquiries and sales, and showing our products to people who have visited our site, as described under Advertising, analytics and measurement below;
• understand how the site is used so we can improve it;
• protect the site and prevent fraud, including blocking malicious traffic; and
• meet our legal obligations, including tax, accounting and consumer protection requirements.

We do not sell your personal information, and we do not rent or trade our customer lists.

Who we share it with

We share personal information only as set out below. We do not sell it.

Payment providers. When you pay, your payment details and the information needed to take the payment go directly to the provider you choose – Yoco, Payflex or Float. They handle your card details themselves; Dewhot never receives or stores them. Each provider processes your information under its own privacy policy.

Delivery. We give your name, delivery address and contact number to The Courier Guy so that your order can be delivered and so you can be contacted about the delivery.

Installers and dealers. If you submit a Find An Installer enquiry, we pass your name, contact details and the details of your enquiry to one or more independent gas installers in your area, so that they can contact you about your installation. Those installers are separate businesses and are responsible for how they handle your information once they receive it. The same applies to dealer and property developer enquiries. If you would prefer your details were not passed on, please contact us directly instead of using that form.

Advertising and analytics providers. We share information about how you use the site with Google, with Meta (Facebook) and with Microsoft for measurement, session analysis and advertising, as described in the next section.

Service providers who run the site for us. These include our web host, the security service that filters traffic to the site, the service that manages cookie consent, and the provider that delivers our email. They act on our instructions and may not use your information for their own purposes.

Where the law requires it. We may disclose information if we are obliged to by law, by a court, or to protect our rights, our customers or the public.

Advertising, analytics and measurement

We advertise online and we measure whether that advertising works. This section explains what that involves.

Google Analytics. We use Google Analytics to understand how the site is used – which pages and products are viewed, how people move through the site, and where visitors come from. Google processes this on our behalf.

Google Ads conversion tracking. When you arrive from one of our Google advertisements and then make a purchase or submit an enquiry, we record that so we know which advertisements are working. This includes the value of the order.

Remarketing. We tell Google which products you have viewed on our site so that those products, or similar ones, can be shown to you in advertisements on Google, YouTube and other sites in Google’s network. You can control this through Google’s own Ads Settings, and you can opt out of personalised advertising there regardless of what you choose on our site.

Google Shopping. Our product catalogue is supplied to Google so our products can appear in Shopping results. This contains product information only, not customer information.

Conversion matching. Where you have consented, we send Google a securely hashed (scrambled) version of the email address and telephone number you gave at checkout, so that Google can match your purchase to an advertisement you clicked. Hashing is one-way: Google receives a scrambled value, not your actual email address or number. Google uses it only to match the purchase to an advertisement and discards what does not match. It is not used to contact you, and it does not change what we send you.

Meta (Facebook) pixel. We use a Meta pixel to measure the results of advertising on Facebook and Instagram and to show our products to people who have visited our site. You can manage this in your Facebook Ad Preferences.

Session recording. We use Microsoft Clarity to understand how people actually use our site. It records how you move around a page – mouse movement, clicks and scrolling – and lets us replay sessions so we can see where the site is confusing or broken. Text you type into form fields is masked and is not captured in the recording. We use it only to improve the site, and it runs only if you accept analytics cookies.

Consent. Google Consent Mode is active on this site, which means Google’s tags adjust what they collect according to the cookie choices you make in our consent banner. You can change those choices at any time – see Cookies below.

Where your information goes

Dewhot is based in South Africa and our website is hosted in South Africa. Some of the service providers we use process information outside the country – in particular Google, Meta and Microsoft, which operate globally and process data in the United States and elsewhere.

Section 72 of the Protection of Personal Information Act permits these transfers where one of the following applies, and we rely on them as follows:

• the recipient is bound by rules or a binding agreement that provide a level of protection substantially similar to POPIA. Google, Meta and Microsoft each contract with us on data protection terms of this kind;
• the transfer is necessary to perform a contract with you, as when your delivery address is passed to a courier or your payment is processed; or
• you have consented to it, which is the basis we rely on for analytics and advertising cookies, through the consent banner.

If you would like more detail about the safeguards that apply to a particular transfer, please contact us using the details at the end of this policy.

Cookies

Cookies are small files placed in your browser. We use them in four groups:

• Strictly necessary – needed for the site to work at all: keeping you logged in, remembering what is in your cart, and processing your order securely. These cannot be switched off.
• Functional – remembering preferences such as your choices in the cookie banner.
• Analytics – helping us understand how the site is used, through Google Analytics.
• Advertising – measuring our advertising and showing you relevant products afterwards, through Google and Meta.

When you first visit the site, our cookie banner asks which of these you accept. Only the strictly necessary group is set before you choose. You can change your choice at any time using the cookie settings link in the website footer.

You can also block or delete cookies in your browser settings, though doing so may stop parts of the site from working, including checkout.

How long we keep your information

• Order records, invoices and payment records – at least five years, as required by South African tax and company law.
• Warranty records – for the length of the product warranty and a reasonable period afterwards.
• Enquiries and form submissions – up to two years from your last contact with us, so we can follow up and deal with any later query about the same job.
• Competition entries – twelve months after the competition closes, unless you have also agreed to receive marketing.
• Marketing contacts – until you unsubscribe, after which we keep only a record that you have opted out, so we do not contact you again by mistake.
• Website analytics and advertising data – according to the retention settings of the providers concerned, currently up to fourteen months in Google Analytics.
• Security and server logs – for a short period, for security purposes.

Where we no longer need information, we delete it or remove anything that identifies you.

Your rights, and how to complain

Under the Protection of Personal Information Act you have the right to:

• ask what we hold about you and request a copy;
• have it corrected if it is wrong, or completed if it is incomplete;
• have it deleted where we no longer have a reason to keep it;
• object to our using it for direct marketing, at any time and free of charge;
• withdraw consent you have given, including your cookie choices, without affecting anything done before you withdrew it; and
• complain to the Information Regulator.

To exercise any of these, contact us using the details below. We will respond as soon as we reasonably can. We may need to confirm your identity first, so that we do not disclose your information to someone else.

You may also complain directly to the Information Regulator, whose details are:

Information Regulator (South Africa)
Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191
Toll free: 0800 017 160  ·  Telephone: 010 023 5200
POPIA complaints: POPIAComplaints@inforegulator.org.za
General enquiries: enquiries@inforegulator.org.za
inforegulator.org.za

How to contact us

Dewhot Waterfall (Pty) Ltd
Registration number 2022/742347/07
22 Brakenhill Park, Durban, 3610
KwaZulu-Natal, South Africa

Email: info@dewhot.com
Telephone: 087 093 6890

For any question about this policy, or to exercise any of the rights above, contact our Information Officer using the details above.

We may update this policy from time to time. The date below shows when it was last changed.

Last updated: 13 October 2026