Privacy Policy

1. Who we are

EL IS HEALING is an independent for-profit ministry operated by Louise Neal in her personal capacity. It is not a separate registered company or other legal entity.

For the purposes of POPIA, Louise Neal is responsible for determining how and why personal information is processed in connection with EL IS HEALING.

Contact details

Louise Neal
EL IS HEALING
Mooketsi, Limpopo, 0825
Email: louise@el-is-healing.co.za
Website: el-is-healing.co.za

2. Information we collect

The information we collect depends on how you interact with EL IS HEALING.

When you contact us

We may collect:

• your name
• email address
• the subject of your enquiry
• any information you include in your message

When you request a consultation

We may collect:

• your name
• email address
• telephone number
• preferred date and time
• timezone
• health and wellness information that you choose to provide

This may include information about symptoms, medications, allergies, diagnoses, dietary history, health concerns or other information relevant to the guidance you are requesting.

When you place an order through EL IS HEALING

We may collect:

• your name
• email address
• telephone or WhatsApp number
• products and quantities ordered
• delivery method
• PUDO locker details, where applicable
• delivery address
• city or town
• province
• postal code
• information associated with the processing and fulfilment of your order

The EL IS HEALING website does not collect or store your card information or online banking login credentials. Local purchases are currently paid by EFT after invoicing.

We may also retain information contained in emails, WhatsApp conversations, invoices, order histories, consultation records and other communications with you.

3. Health and wellness information

Information concerning a person’s health is regarded as special personal information under POPIA and is subject to additional protection.

If you request a consultation, you may voluntarily provide information about your health and wellness so that Louise can understand your concerns and provide the wellness or nutritional guidance you have requested.

Health and wellness information may include information concerning symptoms, medications, allergies, diagnoses, dietary history, medical documents, photographs or other information that you choose to provide.

Louise may take written notes during or after a consultation and may maintain a limited history where a client returns for further consultations.

Consultation notes are currently kept in a physical record book. Consultation submissions are also received through Louise’s email account and may temporarily be stored in Cloudflare D1 for operational purposes for up to approximately 90 days.

Where consent is relied upon to process special personal information, you may withdraw that consent, subject to information that must lawfully continue to be retained.

Identifiable health and wellness information is not ordinarily shared with other persons without your permission.

Louise may discuss a health or nutritional issue with a nutritionist in an anonymised form, without identifying the client.

Where Louise recommends a laboratory, pastoral counsellor or other third party, identifiable information will only be shared with that party with the client’s permission or where otherwise permitted or required by law.

Consultations are not recorded.

EL IS HEALING provides wellness and nutritional guidance, not medical diagnosis or medical treatment. Louise is a wellness coach and is not registered with a South African healthcare statutory or professional council.

4. Consultations and communications

Consultations may take place by:

• telephone
• WhatsApp call
• Google Meet

Cal.com may also be used to arrange appointments.

Where you use one of these third-party services, that service may process information under its own privacy terms and policies.

Clients may also voluntarily send health-related documents, photographs or other information to Louise by email or WhatsApp. The website itself does not currently provide a facility for uploading medical documents or photographs.

5. Local Pantry orders

Pantry products are fulfilled directly by Louise.

When you place a Pantry order, Louise receives the order, prepares or fulfils it and arranges the appropriate delivery.

Where a courier is required, the information reasonably necessary to complete your delivery may be provided to the relevant courier. This may include information such as your:

• name
• telephone number
• delivery address
• PUDO locker information where applicable

Courier services may include PUDO and The Courier Guy, depending on the delivery method selected.

These providers process information as necessary to provide their delivery services.

6. Local AIM orders

Local AIM orders are processed differently from Pantry orders.

When you order an AIM product through EL IS HEALING:

1. You submit the order to EL IS HEALING.
2. Louise receives the order and arranges payment with you by EFT.
3. Louise then places the corresponding order with AIM on your behalf.
4. AIM handles fulfilment and delivery of the AIM products.

To place the order with AIM, Louise provides AIM with the information reasonably necessary for the order to be processed and delivered.

This may include your:

• name
• contact details
• delivery address
• details of the AIM products ordered

AIM manages its own fulfilment and delivery arrangements. ISS Global is used as part of AIM’s fulfilment arrangements; it is not a courier independently appointed by Louise for AIM orders.

AIM and its applicable delivery partners may therefore process personal information necessary to fulfil and deliver your order.

The EL IS HEALING website does not receive or store card details for these local transactions.

7. International AIM orders

International AIM purchases are not processed through the EL IS HEALING checkout.

Where an AIM product is available internationally, EL IS HEALING may provide a link directing you to Louise’s official AIM storefront.

Once you follow that link, you leave the EL IS HEALING website and complete your purchase through AIM’s platform.

AIM handles the following through its own systems and service providers:

• online order
• payment
• fulfilment
• international delivery

EL IS HEALING does not collect your international card details and does not process the payment for that transaction.

Because Louise operates an AIM storefront, however, AIM may make certain customer and order information available to Louise through her AIM account.

Depending on the information recorded by AIM, Louise may be able to view information such as:

• your email address
• telephone number
• address details
• city
• postal or ZIP code
• country
• account-related information
• AIM order history

Louise does not receive your payment-card details through the AIM storefront.

Information accessible through the AIM system is not ordinarily exported or used by Louise outside that system unless there is a legitimate reason connected with the customer relationship or another lawful basis for doing so.

Your purchase through the AIM storefront is also governed by AIM’s own privacy terms and policies, and we encourage you to review those before completing an international order.

8. Why we use your information

Depending on the circumstances, we may process personal information because:

• You have consented to the processing.
• The information is needed to provide something you have requested.
• It is necessary to perform an agreement with you.
• We have a legitimate interest permitted by law.
• Processing is necessary to comply with a legal obligation.
• Another basis permitted by POPIA applies.

We may use personal information to:

• respond to enquiries
• arrange and conduct consultations
• provide requested wellness or nutritional guidance
• prepare quotations and invoices
• process orders
• arrange delivery
• place AIM orders on behalf of customers
• communicate about an existing order, consultation or enquiry
• maintain appropriate business and financial records
• protect the website against spam, misuse and abuse
• meet tax, accounting or other legal requirements
• send event or promotional communications where you have requested or lawfully consented to them

We do not sell your personal information.

9. Contact forms and email

Website contact and consultation forms are processed by Astro application routes running on Cloudflare Workers.

Website-generated emails are sent using Resend and are delivered to Louise’s mailbox, which is currently hosted by HostAfrica.

General contact messages are not ordinarily stored in a separate contact-form database, although copies may remain within email systems operated by Resend and HostAfrica according to those providers’ practices.

General enquiries will normally be retained for approximately 24 months, unless there is a legal, accounting, dispute-resolution or legitimate business reason to retain them for longer.

10. WhatsApp

Louise may use WhatsApp Business to communicate with customers and clients regarding:

• orders
• delivery
• consultations
• health or wellness enquiries
• other communications initiated or requested by the individual

Where appropriate, a customer’s telephone number may be saved as a business contact.

Contacts on Louise’s device may be backed up through Huawei Cloud.

WhatsApp and associated service providers may process information independently under their own terms and privacy policies.

If you choose to send health or wellness information through WhatsApp, you should only provide information you are comfortable communicating through that service.

11. Website storage

The website uses your browser’s localStorage for certain functions.

Your shopping cart may remain stored on your device until you:

• remove the items
• complete the order
• clear the relevant browser data

The website may also save checkout convenience information on your device for up to approximately 90 days so that you do not need to re-enter the same details repeatedly.

This may include:

• name
• email address
• telephone number
• delivery method
• PUDO locker
• delivery address

This information is stored locally in your browser and is not used for behavioural advertising.

12. Analytics, cookies and website security

EL IS HEALING uses Cloudflare Web Analytics to obtain general information about website usage.

The site does not currently use:

• Google Analytics
• Google Tag Manager
• Meta Pixel
• TikTok Pixel
• similar behavioural advertising trackers

Cloudflare Web Analytics is intended to operate without the use of traditional tracking cookies.

Cloudflare Turnstile is used to help prevent spam, automated abuse and malicious form submissions.

Cloudflare and related security infrastructure may process technical information or use security mechanisms where necessary to provide these functions.

We do not currently intend to use personal information collected through the website for behavioural advertising.

13. Who information may be shared with

We only disclose personal information where reasonably necessary for the purposes described in this policy or where disclosure is otherwise permitted or required by law.

Depending on how you use EL IS HEALING, relevant providers may include:

• Cloudflare — website hosting, application infrastructure, security, analytics and D1 data storage.
• Resend — delivery of transactional website emails.
• HostAfrica — Louise’s email mailbox and currently certain domain-related services.
• AIM — supplier and fulfilment provider for AIM products and operator of Louise’s external AIM storefront.
• ISS Global — a fulfilment or delivery provider used through AIM for AIM orders.
• PUDO and The Courier Guy — delivery services used where applicable for products fulfilled directly by Louise.
• WhatsApp/Meta — communications.
• Google — Google Meet consultations.
• Cal.com — event or consultation scheduling where used.
• Huawei Cloud — contact backup services.
• Keystatic Cloud — website content management. Keystatic is not intended to store customer form submissions.
• GitHub — website source code and product assets. GitHub is not used as the customer database.

The current technical arrangements for these services are reflected in the website’s operational records.

Third parties may have their own privacy terms governing how they process information in providing their services.

14. Processing outside South Africa

Some of the technology and communications services used by EL IS HEALING are international organisations or may process information through infrastructure located outside South Africa.

POPIA regulates transfers of personal information to recipients in foreign countries and provides several circumstances under which such transfers may lawfully occur, including appropriate protection, consent and transfers necessary for certain contracts.

Where personal information is transferred internationally by EL IS HEALING, reasonable steps will be taken to ensure that the transfer is permitted under POPIA.

When an international customer follows a link to AIM’s external storefront, the transaction takes place on AIM’s platform rather than through EL IS HEALING’s checkout. AIM’s own international processing practices and privacy terms therefore also apply.

15. Marketing and event notifications

Submitting an enquiry, booking a consultation or placing an order does not automatically subscribe you to marketing communications.

You may separately choose to receive event announcements.

Consent to receive event notifications applies to event notifications and will not automatically be treated as consent to receive unrelated product or consultation promotions.

Promotional email or WhatsApp communications will only be sent where there is an appropriate basis to do so under POPIA.

Where you have subscribed or consented to promotional communications, you may ask to stop receiving them at any time.

16. How long we keep information

We aim not to retain personal information for longer than reasonably necessary for the purpose for which it was collected, subject to applicable legal obligations.

As a general guide:

• Website order records stored in Cloudflare D1: Up to approximately 90 days for operational purposes.
• General enquiries: Approximately 24 months.
• Consultation records: Generally approximately one year, although records associated with an ongoing client relationship or another legitimate need may be kept for longer.
• Invoices, order and financial records: These may be retained for longer where necessary for taxation, accounting, legal obligations or dispute resolution.

Records required by law will be retained for the applicable legally required period.

When personal information is no longer reasonably required and there is no lawful reason to retain it, it should be deleted, destroyed or de-identified as appropriate.

17. Security

EL IS HEALING takes reasonable measures intended to protect personal information against:

• loss
• misuse
• unauthorised access
• unauthorised disclosure
• interference
• alteration
• destruction

Measures currently used or intended include:

• password or PIN protection on devices
• two-factor authentication where supported
• limiting access according to operational need
• Cloudflare website security services
• restricting technical access to production data

Louise has access to the information necessary to operate EL IS HEALING.

The website developer may technically be able to access Cloudflare D1 order information where necessary for website troubleshooting or maintenance. Such access is intended to be limited to what is required for technical support.

No electronic or physical system can be guaranteed to be completely secure.

If there are reasonable grounds to believe that personal information has been accessed or acquired by an unauthorised person, EL IS HEALING will take the steps required by applicable law.

18. Your rights

Subject to POPIA and other applicable laws, you may have the right to:

• ask whether we hold personal information about you
• request access to your personal information
• request correction of inaccurate or incomplete information
• request deletion or destruction where permitted by law
• object to certain processing
• withdraw consent where processing relies on consent
• opt out of direct marketing

Requests can be sent to:

louise@el-is-healing.co.za

We may take reasonable steps to verify your identity before providing access to or changing personal information.

Withdrawal of consent does not affect processing that was lawful before consent was withdrawn.

Information cannot always be immediately deleted where we are required or permitted to retain it for reasons such as accounting, taxation, contractual obligations, legal requirements or dispute resolution.

POPIA’s notification requirements are intended to ensure that individuals are informed about the collection and use of their personal information and their available rights.

19. Children

Consultations offered by EL IS HEALING are intended primarily for adults.

Where wellness assistance is requested for a person under 18, the request should be made by a parent or legal guardian, who should participate in the consultation.

EL IS HEALING does not intentionally seek to process children’s personal information through its normal consultation process without appropriate parent or guardian involvement.

20. Testimonials, photographs and customer stories

EL IS HEALING may publish testimonials, photographs, customer experiences, health stories, before-and-after material or consultation feedback only where appropriate permission has been obtained.

Testimonials will ordinarily identify customers using their first name and surname initial, unless another arrangement has specifically been agreed.

A person’s permission to publish a testimonial, photograph or personal story is treated separately from ordinary purchasing or consultation activities.

21. Links to other websites

The EL IS HEALING website may contain links to websites operated by third parties, including Louise’s external AIM storefront.

When you follow one of these links, you leave the EL IS HEALING website.

The third party’s own privacy policy and terms govern information that you provide directly through that service.

We encourage you to review the privacy information provided by the relevant third party before submitting personal information.

22. Changes to this Privacy Policy

We may update this Privacy Policy when:

• our services change
• the way we process information changes
• we introduce or remove service providers
• applicable legal requirements change

The current version will be published on el-is-healing.co.za, together with an updated revision date.

Where a change materially affects the way we use personal information that has already been collected, we will take appropriate steps where required by law.

23. Contact us

For questions about this Privacy Policy, requests concerning your personal information or privacy concerns, contact:

Louise Neal
EL IS HEALING
Mooketsi, Limpopo, 0825
Email: louise@el-is-healing.co.za

You also have the right to lodge a complaint with the Information Regulator (South Africa) if you believe your personal information has been processed in contravention of POPIA.

Information Regulator (South Africa)

Telephone: 010 023 5200
Toll-free: 0800 017 160
General enquiries: enquiries@inforegulator.org.za
POPIA complaints: POPIAComplaints@inforegulator.org.za