1. Who this policy applies to

This policy applies when you visit this website, create an account, place an order, contact Cloudside Vapor or visit one of our stores. Cloudside Vapor is the responsible party for the personal information it determines how and why to process.

2. Information we collect

Depending on how you interact with us, we may collect your name, contact details, delivery and billing addresses, account details, order and support history, age confirmation, store enquiries, and technical information such as device, browser, IP address and cookie data. Payment providers process card or banking information under their own security and privacy practices; we generally receive payment status and transaction references rather than full card details.

3. Why we use it

• To create and manage your account.
• To process payment, fulfil orders, arrange delivery and provide order updates.
• To answer enquiries, provide product guidance and resolve complaints.
• To protect customers, our website and our business from misuse or fraud.
• To keep records required for tax, accounting, warranty and legal purposes.
• To improve the website and, where permitted, send marketing you can opt out of.

4. Lawful and limited processing

We process personal information only for defined purposes and where there is an appropriate legal basis, including fulfilling a contract, complying with law, pursuing a legitimate business interest or acting with consent where consent is required. We aim to collect only what is reasonably necessary and to keep it accurate and secure.

5. Cookies and website data

Cookies and similar technologies may keep the site working, remember your basket or preferences, support security and help us understand website use. You can limit cookies in your browser, but essential shopping and account features may then work differently.

6. When information is shared

We may share necessary information with service providers that support payments, hosting, website operations, communications, analytics, professional advice and courier delivery. We may also disclose information where required by law, to protect legal rights, or in connection with a legitimate business transfer. Providers should use information only for the agreed service and protect it appropriately.

7. Retention and security

We retain information for as long as it is needed for the purpose collected, for customer service and dispute handling, or to meet legal and accounting duties. We use reasonable organisational and technical safeguards, but no internet transmission or storage system can be guaranteed completely secure.

8. Your choices and rights

Subject to applicable law, you may ask whether we hold your information, request access or correction, object to certain processing, request deletion where appropriate, or withdraw consent for future processing. You may also unsubscribe from direct marketing. We may need to verify your identity before acting on a request.

9. International processing

Some technology or service providers may process information outside South Africa. Where this occurs, we take reasonable steps to use providers and arrangements that offer appropriate protection as required by applicable law.

10. Contact and complaints

Send privacy requests to cloudsidevapor@gmail.com or contact us through the Contact page. You may also raise a complaint with South Africa's Information Regulator.