Privacy Policy

Privacy Policy

Last updated: 1 September 2026

1. About this Privacy Policy

Hydrofire (Pty) Ltd, trading as Helios Living, respects your privacy and is committed to protecting your personal information.

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

  • Visit https://heliosliving.co.za (“the Website”)

  • Create an account

  • Purchase or enquire about a product

  • Subscribe to marketing communications

  • Contact our customer-service team

  • Visit our premises

  • Otherwise interact with Helios Living

Hydrofire (Pty) Ltd is the responsible party for the personal information described in this policy.

Company: Hydrofire (Pty) Ltd
Trading name: Helios Living
Registration number: 2013/001303/07
Address: 12 Milner Street, Paarden Eiland, Cape Town, 7405, South Africa
Email: support@heliosliving.co.za
Telephone: +27 21 300 7299

We process personal information in accordance with the Protection of Personal Information Act 4 of 2013 (“POPIA”) and other applicable South African laws.

2. What is personal information?

Personal information is information relating to an identifiable natural or juristic person.

Depending on how you interact with us, this may include:

  • Your name and surname

  • Company or business name

  • Identity or registration information where reasonably required

  • Email address

  • Telephone number

  • Billing and delivery addresses

  • Account login information

  • Order and transaction details

  • Product preferences

  • Customer-service correspondence

  • Delivery instructions and access information

  • Device, browser and Website usage information

  • Internet Protocol address

  • Cookie identifiers

  • Marketing preferences

  • Reviews, photographs or other content submitted to us

  • Any other information that you voluntarily provide

We aim to collect only the information reasonably necessary for the identified purpose.

3. Information you provide to us

We collect personal information directly from you when you:

  • Create or update an account

  • Place an order

  • Request a quotation

  • Complete an online form

  • Subscribe to emails or other marketing communications

  • Contact us by email, telephone, WhatsApp, social media or another communication channel

  • Arrange delivery, collection, installation or after-sales assistance

  • Submit a product review, photograph or comment

  • Participate in a promotion, survey or competition

  • Visit our showroom or otherwise interact with us

You may choose not to provide certain information. However, this may prevent us from processing an order, arranging delivery, responding to an enquiry or providing a requested service.

You are responsible for ensuring that the information you provide is accurate and up to date.

4. Order and payment information

When you place an order, we may collect:

  • Your name

  • Contact details

  • Billing address

  • Delivery address

  • Products ordered

  • Order value

  • Delivery or collection preference

  • Customer reference or purchase-order information

  • Delivery instructions

  • Payment status and transaction reference

Online-store information may be processed through PlumTex, our Website and e-commerce platform service provider.

Payments may be processed by an independent payment-service provider. We generally receive confirmation of the payment, transaction reference, payment status and limited payment-related information.

We do not directly receive or store your complete payment-card number where payment is processed securely by an independent payment provider.

The relevant payment provider may process your information in accordance with its own privacy policy and security procedures.

5. Information collected automatically

When you use the Website, certain information may be collected automatically, including:

  • Your Internet Protocol address

  • Browser type and version

  • Device type and operating system

  • Pages viewed

  • Links selected

  • Date, time and duration of visits

  • Referring website or source

  • General geographic location derived from your Internet Protocol address

  • Website errors and performance information

  • Shopping-basket and checkout activity

  • Cookie and similar technology identifiers

We may use analytics and Website-performance services to understand how visitors use the Website, identify technical problems and improve the customer experience.

Where required, non-essential cookies or similar technologies will be used in accordance with your cookie preferences.

6. Information received from other sources

We may receive personal information from:

  • Payment-service providers

  • Delivery and courier companies

  • Installation or service partners

  • Suppliers or manufacturers assisting with an order or warranty claim

  • Marketing and advertising platforms

  • Analytics and Website-service providers

  • Social-media platforms when you interact with our pages or advertisements

  • Fraud-prevention and security providers

  • Publicly available sources

  • A person placing an order or making an enquiry on your behalf

Where another person provides us with your information, that person should be authorised to do so.

7. How we use personal information

We may process personal information to:

  • Create and manage customer accounts

  • Process and fulfil orders

  • Confirm and verify payments

  • Prepare quotations

  • Arrange delivery, collection or installation

  • Communicate order and delivery updates

  • Respond to questions, complaints and customer-service requests

  • Manage returns, refunds, exchanges and warranty claims

  • Provide product, installation and safety information

  • Maintain transaction, accounting and tax records

  • Prevent fraud, misuse and security threats

  • Protect our rights, customers, employees and systems

  • Operate, secure and improve the Website

  • Analyse Website traffic, performance and customer behaviour

  • Improve our products, services and customer experience

  • Personalise Website content where permitted

  • Send marketing communications where lawfully permitted

  • Manage promotions, competitions or surveys

  • Comply with legal and regulatory obligations

  • Establish, exercise or defend legal claims

  • Enforce our Terms of Use and other agreements

We will not use personal information for a purpose that is incompatible with the purpose for which it was collected unless permitted or required by law.

8. Grounds for processing personal information

Depending on the circumstances, we process personal information because:

  • It is necessary to perform or conclude a contract with you

  • It is necessary to comply with a legal obligation

  • It protects your legitimate interests

  • It protects our legitimate interests or those of a third party

  • You have consented to the processing

  • The information has deliberately been made public by you

  • Another lawful justification under POPIA applies

Where processing is based on consent, you may withdraw that consent. Withdrawal will not invalidate processing that occurred lawfully before consent was withdrawn.

9. Marketing communications

We may send marketing communications where:

  • You have consented to receive them

  • You are an existing customer and the communication relates to similar products or services, where permitted by law

  • Another lawful basis applies

Marketing communications may be sent by email, SMS, WhatsApp, telephone, social media or another permitted channel.

You may opt out at any time by:

  • Using the unsubscribe option in a marketing email

  • Following the opt-out instructions in the message

  • Contacting us at support@heliosliving.co.za

Opting out of marketing does not prevent us from sending transactional or service communications required to process an order, arrange delivery, provide important safety information or respond to a request.

We may retain limited information about an opt-out request so that we can respect your preference.

10. Cookies and similar technologies

The Website uses cookies and similar technologies.

Cookies are small data files stored on your browser or device. They may be used to:

  • Enable essential Website functions

  • Remember your basket and preferences

  • Maintain security

  • Support account login

  • Understand Website usage

  • Measure Website performance

  • Diagnose technical problems

  • Measure marketing effectiveness

  • Provide relevant advertising where permitted

Cookies may include:

  • Necessary cookies: Required for the Website to operate

  • Functional cookies: Remember settings and preferences

  • Analytics cookies: Help us understand Website usage and performance

  • Advertising cookies: Help measure or personalise advertising where permitted

You can manage cookies through the Website’s cookie controls or your browser settings. Disabling necessary cookies may prevent parts of the Website from working correctly.

Further information is available in our Cookie Policy.

11. When we share personal information

We may share personal information with service providers and other parties where reasonably necessary for the purposes described in this policy.

These parties may include:

  • PlumTex, as our Website and e-commerce platform service provider

  • Payment gateways and financial institutions

  • Couriers, transport providers and collection points

  • Installation and after-sales service providers

  • Product suppliers and manufacturers

  • Warranty and repair providers

  • Cloud hosting, email and information-technology providers

  • Website analytics and performance providers

  • Marketing, advertising and communication providers

  • Fraud-prevention and security providers

  • Accountants, auditors, insurers, lawyers and professional advisers

  • Regulators, courts, law-enforcement bodies and government authorities

  • A purchaser, investor or adviser involved in a proposed sale, merger or restructuring of our business

Service providers are permitted to process personal information only for authorised purposes and should implement appropriate confidentiality and security measures.

We may also disclose information:

  • With your consent

  • To perform a contract with you

  • To comply with the law or a lawful request

  • To prevent fraud or protect rights, safety or property

  • To establish, exercise or defend a legal claim

We do not sell personal information to third parties.

12. Cross-border processing

Some service providers, technology platforms or cloud systems may process or store personal information outside South Africa.

Where personal information is transferred outside South Africa, we will take reasonable steps to ensure that the transfer complies with POPIA.

This may include ensuring that:

  • The receiving country has appropriate data-protection laws

  • The recipient is subject to a binding agreement requiring adequate protection

  • The transfer is necessary to perform a contract

  • You have consented to the transfer

  • Another lawful ground for the transfer applies

13. How long we retain personal information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, or as required or permitted by law.

Our general retention approach is:

  • Order, payment, invoice and transaction records: At least five years, or longer where required for tax, accounting, warranty, legal or dispute-resolution purposes

  • Account information: While the account remains active and thereafter for as long as reasonably necessary to maintain transaction records, respond to claims or comply with legal obligations

  • Customer-service enquiries and complaints: Generally for up to three years after the matter is resolved, unless a longer period is required

  • Warranty, repair and installation records: For the duration of the applicable warranty and any additional period reasonably required to manage claims

  • Marketing information: Until you withdraw consent, opt out or the information is no longer reasonably required for the marketing purpose

  • Cookie and analytics information: For the period described in our Cookie Policy or the settings of the relevant service

  • Security and fraud-prevention records: For as long as reasonably necessary to investigate, prevent or respond to security incidents or unlawful conduct

Information may be retained for longer where:

  • Required by law

  • Required by a contract

  • Necessary for legal proceedings

  • A dispute or investigation is ongoing

  • You have consented to a longer period

  • Retention is otherwise permitted under POPIA

When information is no longer required, we will take reasonable steps to delete, destroy or de-identify it in a manner that prevents reconstruction.

14. Security

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

  • Loss or damage

  • Unauthorised access

  • Unlawful processing

  • Accidental destruction

  • Unauthorised alteration

  • Unauthorised disclosure

These measures may include:

  • Access controls

  • Password protections

  • Secure payment processing

  • System monitoring

  • Software and security updates

  • Restricted staff access

  • Confidentiality requirements

  • Data backups

  • Service-provider security requirements

No electronic system or method of transmission can be guaranteed to be completely secure. However, we will continue to review our safeguards and respond appropriately to identified risks.

Where we have reasonable grounds to believe that personal information has been accessed or acquired by an unauthorised person, we will follow the notification requirements imposed by POPIA.

15. Your rights

Subject to applicable law, you may have the right to:

  • Ask whether we hold personal information about you

  • Request access to your personal information

  • Request correction or updating of inaccurate information

  • Request deletion or destruction of information that we are no longer authorised to retain

  • Object to certain processing of your information

  • Withdraw consent where processing is based on consent

  • Object to direct marketing

  • Request information about the identity of third parties who have had access to your information, where applicable

  • Submit a complaint to the Information Regulator

  • Exercise any other right provided under POPIA

Some rights may be limited where we are required or permitted to retain or process information for legal, contractual, security or legitimate business purposes.

We may ask you to verify your identity before processing a request. This helps protect personal information from unauthorised access.

To exercise your rights, contact:

The Information Officer
Hydrofire (Pty) Ltd
Email: support@heliosliving.co.za
Telephone: +27 21 300 7299
Address: 12 Milner Street, Paarden Eiland, Cape Town, 7405, South Africa

We will respond within a reasonable period and in accordance with applicable law.

16. Children’s personal information

The Website is not intended for use by children who are not legally able to enter into a purchase agreement without the assistance or consent of a parent or guardian.

We do not knowingly collect personal information from children without appropriate authorisation where such authorisation is required.

If you believe that a child has provided personal information without appropriate permission, please contact us so that we can investigate and take appropriate action.

17. Third-party websites

The Website may contain links to websites, services or social-media platforms operated by third parties.

We do not control the privacy practices of these third parties. Their collection and use of personal information will be governed by their own privacy policies.

We encourage you to review the privacy policy of a third-party service before providing it with personal information.

18. Changes to this Privacy Policy

We may update this Privacy Policy to reflect:

  • Changes to our business practices

  • Changes to the Website or services

  • Changes to service providers

  • Legal or regulatory developments

  • New security or privacy requirements

The latest version will be published on this page with the revised date shown at the top.

Material changes may also be communicated through the Website or another appropriate channel.

19. Complaints

If you have a concern about how we process personal information, please contact us first so that we can attempt to resolve it.

The Information Officer
Hydrofire (Pty) Ltd
Email: support@heliosliving.co.za
Telephone: +27 21 300 7299
Address: 12 Milner Street, Paarden Eiland, Cape Town, 7405, South Africa

You also have the right to submit a complaint to the South African Information Regulator.

Information Regulator South Africa
Website: https://inforegulator.org.za
Complaints: https://inforegulator.org.za/complaints
Email: enquiries@inforegulator.org.za
Telephone: 010 023 5200

20. Contact us

For questions about this Privacy Policy or the processing of your personal information, contact:

Helios Living
A trading name of Hydrofire (Pty) Ltd
Registration number: 2013/001303/07

Information Officer: Hydrofire (Pty) Ltd Information Officer
Email: support@heliosliving.co.za
Telephone: +27 21 300 7299
Address: 12 Milner Street, Paarden Eiland, Cape Town, 7405, South Africa
Website: https://heliosliving.co.za