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Privacy Policy

Last updated: 11 October 2026

This Privacy Policy explains how ZUKI Pet Shop (“ZUKI”, “we”, “us” or “our”) collects, uses, shares and protects your personal information when you visit zuki.co.za, create an account, place an order, sign up for Autoship or our emails, or contact us. We process personal information in line with the Protection of Personal Information Act 4 of 2013 (“POPIA”). Please read it together with our Terms and Conditions and our Autoship Terms.

1. Who we are

The responsible party for your personal information is The Dog Food App (Pty) Ltd (company registration number 2017/040853/07), trading as ZUKI Pet Shop, which operates zuki.co.za. The same company also runs The Dog Food App (“TDFA”), which operates our delivery warehouse, stock system, deliveries and customer support systems.

  • Email: hello@zuki.co.za
  • Physical address: Unit 11, 22 Elsecar Street, Kya Sands, Randburg, 2191
  • Postal address: PO Box 313, Newlands, 7725
  • Information Officer (POPIA): Yusra Bariden, contactable at hello@zuki.co.za (please put “Privacy” in the subject line)

2. The personal information we collect

Information you give us

  • Account details: your name, email address and password (stored in encrypted form) when you create an account.
  • Order and delivery details: billing and delivery address, phone number (optional), the products you buy, order notes such as delivery instructions, and any coupon or voucher codes you use.
  • Autoship details: the products, quantities and delivery interval you choose, your next order date, and your Autoship history.
  • Rewards: your Zuki Bucks balance and how you earn and use it.
  • Communications: messages you send us by email, phone, WhatsApp or our website support chat, and your email preferences.
  • Information about your pets that you choose to share with us, for example when asking for product advice.

Payment information

Payments are handled by our payment providers: Payfast (including the Payfast Gateway, formerly Paygate), Zapper and Payflex. You enter your card or payment details directly with them. We do not see or store your full card details. For Autoship, Payfast stores your card securely as a token so that it can charge your saved card for each Autoship order; we only receive the token and limited details such as the payment status. If you choose Payflex, Payflex may carry out its own checks under its own terms and privacy policy.

Information collected automatically

  • Device and usage information: IP address, browser and device type, pages viewed, products viewed and added to cart, and how you arrived at our site (for example, a search engine, an ad or an email link). We record this “order attribution” information with each order.
  • Cart information: if you enter your email address at checkout but do not finish your order, we may save your cart and email address so that we can remind you about it.
  • Fraud-prevention information: a session identifier and related checks to help protect you and us against fraudulent orders.
  • Cookies and similar technologies: see section 6.

3. How and why we use your information

We only use your personal information for purposes that are lawful under POPIA, namely to perform our contract with you, to comply with the law, to pursue our legitimate interests (or those of a third party we share it with) in ways that don’t override your rights, or with your consent. We use it to:

  • process, pay for, pack, deliver and track your orders, including same-day deliveries and courier deliveries;
  • run your Autoship: process each order on schedule, charge your saved payment method, send you a reminder before each order, and apply Autoship pricing and offers;
  • check stock at our delivery warehouse before you pay and before each Autoship order;
  • manage your account and Zuki Bucks;
  • answer your questions and provide customer support, including by email, phone, WhatsApp and our support chat;
  • send service messages, such as order confirmations, delivery updates and Autoship reminders (these are not marketing, so you’ll receive them even if you unsubscribe from marketing);
  • send marketing emails where you have agreed to them or, as an existing customer, about similar products, as explained in section 5;
  • validate manufacturer coupons and promotions (for example, Hill’s or Royal Canin vouchers) with the brand that issued them;
  • understand how our site is used, measure our advertising and improve our products, service and website;
  • prevent fraud and misuse, keep our site secure, and enforce our terms;
  • keep accounting, tax and other records we are required to keep by law.

We need some information (such as your name, email and delivery address) to fulfil your order. If you don’t give it to us, we won’t be able to process your order.

4. Who we share your information with

We do not sell your personal information. We share it only with people and companies who help us run our business (called “operators” in POPIA), who may process it only on our instructions and must keep it secure and confidential, and with others where the law requires it. They include:

  • Our TDFA team: The Dog Food App (TDFA) is part of the same company, The Dog Food App (Pty) Ltd. It runs our delivery warehouse, stock system, deliveries and customer support chat, so your order, delivery and support details are used within the company for those purposes;
  • Delivery partners and couriers, who receive your name, delivery address, phone number and delivery instructions;
  • Payment providers: Payfast, Zapper and Payflex;
  • Website hosting and site services: our website is hosted on WordPress.com by Automattic, which also provides Jetpack (site statistics and security) and Akismet (spam filtering);
  • Email and marketing: Klaviyo, which sends our emails and stores your email profile and order activity. We use the same Klaviyo account for ZUKI and for our TDFA brand;
  • Google, for analytics, advertising measurement and product listings (Google Analytics, Google Tag Manager and Google for WooCommerce), and Google Firebase, which hosts our support chat;
  • Brand partners whose coupons or promotions you use, but only the details needed to validate and redeem the coupon;
  • Professional advisers, such as our accountants, auditors and lawyers;
  • Authorities, such as the South African Revenue Service, law enforcement or a court, where the law requires us to share information;
  • A buyer or successor if our business, or part of it, is sold or restructured, including our planned move to a new brand name. Your information would continue to be protected under this policy.

5. Marketing emails and your choices

We send marketing emails, such as offers, new products and pet-care tips, using Klaviyo:

  • if you have agreed to receive them, for example by signing up through our newsletter form or a pop-up on our site, or by ticking a box at checkout; or
  • if you are an existing customer, about products and services similar to those you bought from us, as POPIA allows. You were given the chance to opt out when we collected your details.

Every marketing email has an unsubscribe link. You can also email hello@zuki.co.za at any time and we’ll stop. Unsubscribing won’t affect service messages about your orders or Autoship.

Klaviyo also records how you interact with our emails (for example, opens and clicks) and, through a script on our website, which pages and products you view when it can identify you (for example, after you click a link in one of our emails or sign up). We use this to send more relevant emails, such as reminders about items you viewed or left in your cart.

6. Cookies, analytics and advertising

Cookies are small files stored on your device. We and our service providers use cookies and similar technologies to:

  • Make the site work (essential): keep you logged in, remember your cart, process checkout and protect against fraud and spam (WooCommerce, WordPress.com, Akismet).
  • Understand how the site is used (analytics): Google Analytics, Google Tag Manager and Jetpack Stats tell us, mostly in aggregate, which pages are visited, how visitors move through the shop and which orders came from which sources.
  • Marketing and advertising: Klaviyo’s onsite tracking (see section 5) and Google advertising tools that measure the results of our Google ads and product listings.

You can block or delete cookies in your browser settings. If you block essential cookies, parts of the site, such as the cart and checkout, may not work. You can also opt out of Google Analytics with Google’s browser add-on and manage Google ad personalisation in your Google account.

7. Information stored outside South Africa

Some of our service providers store or process information outside South Africa, mainly in the United States and Europe. These include Automattic (WordPress.com, Jetpack and Akismet), Klaviyo and Google (including Firebase). Under section 72 of POPIA, we only transfer personal information outside South Africa where the recipient is subject to laws, binding corporate rules or a binding agreement that give it a level of protection substantially similar to POPIA, where you have consented, or where the transfer is necessary to perform our contract with you. By using our site and services, you acknowledge that your information may be transferred in this way.

8. How long we keep your information

We keep personal information only as long as we need it for the purposes above, or for longer where the law requires or allows it. In general:

  • Orders, invoices and payment records: for at least five years after the order, and up to seven years where tax, company or other laws require it.
  • Your account and Autoship details: while your account is open, and for a reasonable time afterwards to deal with queries, refunds or disputes.
  • Marketing: until you unsubscribe. After that, we keep a record that you unsubscribed so that we don’t email you again.
  • Abandoned carts and support chats: only for as long as we need them to send the cart reminder or deal with your query, then deleted or anonymised.

When we no longer need information, we delete or destroy it, or de-identify it so it can no longer be linked to you.

9. How we protect your information

We take reasonable technical and organisational steps to protect your personal information against loss, damage, and unauthorised access or use. These include encrypted (HTTPS) connections, hosting with an established provider, card payments handled by regulated payment providers rather than on our website, access limited to staff and operators who need it, and written requirements for our operators to keep information secure. No system is completely secure, so if we have reasonable grounds to believe your personal information has been accessed or acquired by an unauthorised person, we will notify you and the Information Regulator as POPIA requires.

10. Your rights

Under POPIA you have the right to:

  • access your personal information: ask whether we hold information about you and request a copy of it;
  • correct information that is inaccurate, out of date or incomplete. You can update most account details yourself in My Account;
  • ask us to delete information we are no longer allowed to keep;
  • object to our processing of your information on reasonable grounds and, at any time, to direct marketing;
  • withdraw your consent where we rely on it (this doesn’t affect processing that has already happened);
  • complain to the Information Regulator.

To exercise these rights, email hello@zuki.co.za with “Privacy” in the subject line. We may need to confirm your identity before acting on your request, and we’ll respond within a reasonable time. The Information Regulator’s prescribed forms (Form 1 to object and Form 2 to correct or delete) are also available on its website. To request access to records under the Promotion of Access to Information Act 2 of 2000 (PAIA), email our Information Officer at hello@zuki.co.za.

Complaints to the Information Regulator

Please contact our Information Officer, Yusra Bariden, first at hello@zuki.co.za (with “Privacy” in the subject line) so we can try to fix the problem. If you’re not satisfied with our response, you have the right to lodge a complaint with the Information Regulator (South Africa). Complaints can be lodged online through the eServices portal on the Regulator’s website, or by email:

11. Children

Our website and services are intended for adults. We do not knowingly collect personal information from children under 18. If you believe a child has given us personal information, please contact us and we will delete it.

12. Links to other websites

Our site links to other websites, such as our payment providers and social media pages. They have their own privacy policies, and we are not responsible for how they handle your information.

13. Changes to this policy

We may update this Privacy Policy from time to time, for example when we change our service providers or our brand. We’ll post the updated version on this page with a new “Last updated” date and, where the changes are significant, let you know by email or on our website.

14. Contact us

If you have any questions about this policy or how we handle your personal information, please contact our Information Officer, Yusra Bariden, by email at hello@zuki.co.za (with “Privacy” in the subject line) or by post at PO Box 313, Newlands, 7725.