Privacy Policy

1. INTRODUCTION

Novella & Co Collection (Pty) Ltd ("Novella & Co", "we", "our" or "us") is committed to protecting your privacy and ensuring that your personal information is collected, processed, stored and used lawfully in accordance with the Protection of Personal Information Act, 4 of 2013 ("POPIA").

This Privacy Policy explains how we collect, use, store, disclose and protect your personal information when you:

visit our website;
make a booking;
purchase products;
receive treatments;
join our membership programme;
enter competitions or promotions;
interact with us on social media;
communicate with us via WhatsApp, email or telephone; or
otherwise use our services.

2. WHO WE ARE

Novella & Co Collection (Pty) Ltd

Luxury Hair • Skin • Nails • Lashes • Aesthetic Treatments • Retail

Registered Office:

162 Lynnwood Road, Wilgers

Email:

admin@novellaandco.com

Website:

www.novellaandco.co.za

Information Officer:

Novella & Co Collection (Pty) Ltd

3. WHAT PERSONAL INFORMATION WE COLLECT

Depending on the services you receive, we may collect:

Identity Information

Full name
ID number (where legally required)
Date of birth
Gender

Contact Information

Email address
Mobile number
Residential address

Booking Information

Appointment history
Preferred therapist or stylist
Cancellation history
Notes regarding previous appointments

Consultation Information

Including but not limited to:

Hair history
Skin history
Medical questionnaires
Allergies
Pregnancy status
Current medication
Contraindications
Previous treatments
Colour formulations
Treatment records

Payment Information

Payment method
Transaction history
Gift cards
Loyalty rewards
Membership payments

Novella and Co does not store your complete bank card details.

Payments are processed securely by our authorised payment providers.

4. SPECIAL PERSONAL INFORMATION

Certain services require us to collect health-related information.

This may include:

Allergies
Medical conditions
Current medication
Pregnancy
Skin conditions
Hair disorders
Previous aesthetic procedures

This information is only collected where necessary to provide treatments safely.

5. PHOTOGRAPHS & VIDEOS

With your consent, we may photograph or record:

Before and after images
Treatment progress
Hair transformations
Skin improvements
Lash results
Nail treatments

Images may be used for:

Treatment records
Staff training
Marketing
Website
Social media
Printed material

You may withdraw your marketing consent at any time.

6. HOW WE COLLECT INFORMATION

We collect information directly from you through:

Online bookings
Consultation forms
Membership applications
Product purchases
Website enquiries
WhatsApp conversations
Telephone calls
Emails
Social media interactions
In-salon consultations

7. WHY WE PROCESS YOUR INFORMATION

We process your information to:

Provide treatments
Make bookings
Process payments
Deliver products
Recommend treatments
Provide aftercare
Maintain consultation records
Improve customer service
Comply with legal obligations
Detect fraud
Resolve complaints
Send appointment reminders
Manage memberships
Administer loyalty rewards

8. MARKETING

Where you have consented, we may contact you regarding:

Promotions
Specials
Events
Product launches
Birthday offers
Loyalty rewards
Newsletters

You may unsubscribe at any time.

9. WHATSAPP COMMUNICATIONS

Where you communicate with us via WhatsApp, you consent to us using WhatsApp to:

Confirm appointments
Send reminders
Provide treatment advice
Respond to enquiries
Send invoices
Provide aftercare instructions

10. WEBSITE COOKIES

Our website uses cookies to:

Improve website performance
Remember preferences
Analyse visitor behaviour
Improve marketing

Cookies may include:

Google Analytics
Meta Pixel
Shopify cookies
Booking platform cookies

You may disable cookies within your browser.

11. CCTV

For the safety of our clients, staff and business premises, CCTV cameras operate within certain areas of the salon.

Recordings may be used for:

Security
Crime prevention
Incident investigations
Insurance purposes

12. WHO WE SHARE INFORMATION WITH

Your information may be shared with trusted service providers including:

Booking software providers
Payment processors
Courier companies
IT service providers
Marketing providers
Medical practitioners where required
Legal advisers
Auditors

We do not sell your personal information.

13. RETENTION OF INFORMATION

We retain personal information only for as long as necessary to:

comply with legal obligations;
maintain treatment records;
resolve disputes;
enforce agreements; and
protect our legal interests.

Where legally permissible, information that is no longer required will be securely deleted or anonymised.

14. YOUR RIGHTS

You have the right to:

access your information;
request correction of inaccurate information;
object to certain processing activities;
withdraw consent where processing is based on consent;
request deletion where permitted by law;
lodge a complaint with the Information Regulator.

15. SECURITY

We implement reasonable technical and organisational safeguards to protect personal information against:

unauthorised access;
accidental loss;
theft;
misuse;
alteration; and
destruction.

These safeguards include secure booking systems, password-protected devices, restricted staff access, encrypted payment processing where applicable, and staff confidentiality obligations.

16. CHILDREN

We do not knowingly collect personal information from children without the consent of a parent or legal guardian where required by law.

17. THIRD-PARTY WEBSITES

Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of those websites.

18. CHANGES TO THIS POLICY

We may amend this Privacy Policy from time to time. The latest version will always be published on our website with the updated effective date.

19. CONTACT US

For any questions regarding this Privacy Policy or your personal information, please contact:

Information Officer
Novella & Co Collection (Pty) Ltd
Email: admin@novellaandco.co.za
Website: www.novellaandco.co.za

If you are not satisfied with our response, you may lodge a complaint with the Information Regulator (South Africa).