Privacy Policy

Last updated: 11 July 2026 · Version 2

IndunAI (by In-House IT) uses an AI assistant to answer enquiries and book appointments. This notice, given in terms of section 18 of the Protection of Personal Information Act 4 of 2013 ("POPIA"), explains what personal information the assistant handles and how. You can reach us about anything in this policy at angus@inhouseit.durban.

Who is responsible for your information

IndunAI (by In-House IT) is the responsible party under POPIA — our physical address is available on request. The assistant is hosted and operated on our behalf by In House IT (our operator under POPIA) on a server located in Johannesburg, South Africa, under a written agreement that limits what may be done with your information to running this service for us — nothing else.

What we collect, and where it comes from

Everything comes directly from you: the messages you send the assistant; your name and a phone number or email address when you make a booking; the appointment details themselves; photos or details you choose to share about your issue; and, if you message us on WhatsApp, the phone number you message from. The chat page stores a random session identifier in your browser so your conversation can continue where it left off — it identifies your browser session, not you, and is not used to track you anywhere else.

Why we process it, and on what basis

We process your information to answer your questions, make and manage the bookings you ask for, send appointment reminders you'd expect, and occasionally ask how we did after an appointment. Under section 11 of POPIA our basis is that the processing is necessary to carry out what you're asking us to do, and our legitimate interest in keeping ordinary business records of it. Marketing messages rely on your consent or an existing customer relationship (see Marketing below). Our team can read conversations with the assistant so a human can step in and to improve how we serve you.

Is providing information voluntary?

Entirely. You can chat without giving any personal details — but we can't book an appointment without a name and a way to contact you, and we can't send a reminder without the contact detail it goes to.

AI processing and cross-border transfer

Replies are generated by an artificial-intelligence language model. Your messages are sent to an AI provider for processing so the assistant can respond; they are used to generate the reply, not to build a profile of you. The AI provider may process messages on servers located outside South Africa — this transfer happens only because it is necessary to answer you, as contemplated by section 72(1)(d) of POPIA. Everything stored about you (your conversation and booking records) remains on our server in Johannesburg.

No decisions are made about you by a machine alone

The assistant helps make the bookings you ask for — nothing more, and you can change or cancel them at any time. No decision with legal or similarly significant effect on you is taken solely by automated processing (section 71 of POPIA), and you can always ask for a human — say so in the chat and a person will take over.

Who receives your information

Our own team; In House IT, as the operator that hosts the service; the AI provider (message content only, to generate replies); Meta Platforms, if you contact us on WhatsApp (your messages travel through Meta's WhatsApp Business Platform under Meta's own terms); our calendar provider, where bookings are placed into our business calendar; and, if you give a street address for a call-out, OpenStreetMap's Nominatim geocoding service receives that address (nothing else — no name or contact details) so we can send the team member already working nearest to you. We do not sell your personal information, and nobody may use it to train AI models.

Marketing

This site uses no third-party analytics, no advertising trackers and no marketing cookies. If we post links to this site on social media, we count clicks on our own server — nothing about that is shared with anyone. Electronic marketing is only sent as section 69 of POPIA allows: with your consent, or to existing customers for similar services. Every marketing email carries an unsubscribe link; unsubscribing is immediate and permanent, and we never re-add an unsubscribed address.

How we keep it safe

As section 19 of POPIA requires, reasonable technical and organisational safeguards protect your information: this service runs in its own isolated environment with its own database, connections are encrypted in transit, access is limited to the people who need it, and nightly backups (kept 14 days) protect against data loss. If, despite this, your information is accessed by someone unauthorised, we will notify you and the Information Regulator as section 22 of POPIA requires.

How long we keep it

No longer than necessary (section 14 of POPIA): conversation and booking records are kept while they're needed to run the service and keep sensible business records, and then deleted. Ask us and we'll delete your information sooner where the law allows.

Your rights

Under POPIA you may: ask whether we hold personal information about you and request a copy (section 23); ask us to correct or delete it (section 24); object to processing based on our legitimate interests (section 11(3)); and withdraw consent you've given, without affecting what was lawfully done before. Access requests may also be made under the Promotion of Access to Information Act 2 of 2000 (PAIA) — our PAIA manual explains how. The fastest route is simply to contact us at angus@inhouseit.durban — we'll sort it out, normally within a few days and at no charge for a first request.

If you believe we've handled your information unlawfully, you may lodge a complaint with the Information Regulator (South Africa) — current complaint channels and forms are published at inforegulator.org.za (JD House, 27 Stiemens Street, Braamfontein, Johannesburg).

Children

The assistant is a booking tool for our services and is not directed at children. We don't knowingly process a child's personal information without a competent person's consent (sections 34-35 of POPIA); if you believe we hold a child's information, contact us and we'll delete it.

The assistant can make mistakes

This chat is powered by an artificial-intelligence model, and AI can get things wrong: a reply may occasionally state a time, price, or detail incorrectly, or misunderstand what you asked. Replies are provided in good faith but are not a binding commitment by IndunAI (by In-House IT) — anything important, including appointment details, pricing and promises about our services, is only binding once confirmed by a human member of our team. To the maximum extent permitted by law, IndunAI (by In-House IT) and In House IT accept no liability for any loss, damage or inconvenience arising from reliance on an AI-generated reply. If the assistant has gotten something wrong or upset you, we genuinely want to know at angus@inhouseit.durban — a real person will put it right.

Changes

If this policy changes, the date at the top changes with it. Material changes will be visible here before they take effect.