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Privacy policy

What we collect in the ROIS Movers app and on this website, why we need it, who we share it with, and the choices you have.

Last updated: 7 October 2026

1. Who we are

This policy is from ROIS Tradings (Pty) Ltd, trading as ROIS Movers ("ROIS Movers", "we", "us"). We are the responsible party for your personal information under the Protection of Personal Information Act, 2013 (POPIA).

Our Information Officer handles privacy questions and requests. You can reach the Information Officer at admin@rois.co.za (use the subject "Privacy").

2. What this policy covers

  • The ROIS Movers app for iPhone and Android.
  • The ROIS Movers web app at rois-movers.web.app.
  • This website, rois.co.za, including its quote request form.

We call the iPhone, Android and web apps "the app" below.

3. What we collect and where it comes from

Your account

  • Your first name and surname, email address and password when you sign up with email. You also give us your cell number.
  • If you sign in with Google or Apple, we get your name and email address from them. Google also gives us a link to your profile photo. Apple may give us a private relay email address instead of your real one. We never see your Google or Apple password.
  • Your password goes to Google Firebase Authentication, which checks it and stores only a scrambled (hashed) version for us. We never see your password.
  • The date you joined, and when you accepted our terms and which version.

Quotes and bookings

  • Pickup, drop-off and extra stop addresses, with their map coordinates and the route between them. You type these in, pick them on the map or use the locate button.
  • The truck, number of helpers, floors, the date and time of the move, and the list of items you want moved.
  • Prices, discounts, promo codes and referral credits used, the payment method (cash, card or EFT), and the payment and refund status.
  • When you see a price in the app, we keep the quote (addresses, coordinates, truck and price). If you are not signed in, the quote is not linked to your name or account.

Other people's details you give us

For each pickup and drop-off you can give a contact person's name, phone number and instructions for the driver. This is often someone other than you. Please only give us another person's details if they agree, and tell them we will use them to arrange the move.

Your location

If you tap the locate button next to the pickup or drop-off field, the app asks for permission and then reads your phone's precise location once. We send it to Google Maps to find the matching address, and it is stored as that address's coordinates. The app does not track your location in the background and does not read it at any other time. You can say no and type the address instead.

Chat and ratings

  • Messages you send to your driver or our support team in the job chat.
  • Your star rating and comment after a completed move.

Saved routes, settings and referrals

  • Routes you save (addresses, coordinates and contact people), and how often you use them.
  • Your settings, such as notification choices, your default payment method and any home or work address you add.
  • Your referral code, the code of the friend who referred you, and your referral credits.

Notifications

On iPhone and Android, the app gets a push token from Firebase Cloud Messaging. While you are signed in, we store it on your account so we can send you notifications about your bookings, new chat messages and service notices, if you allow notifications. We remove it from your account when you sign out.

Payments

Card payments happen on Yoco's secure payment page, which opens in your browser. You type your card details into Yoco's page, not into our app. We never see or store your card number. Yoco tells us the amount and whether the payment worked, and we keep Yoco's payment reference.

If you choose EFT, we email you an invoice with our bank details. You can pay it by bank transfer, or by card on Yoco's page from the invoice. When your transfer reflects in our account, our staff record the amount, the day it reflected, the reference on our bank statement and who recorded it. This record does not include your bank account number. If we refund a transfer, we ask for your bank details and use them only to pay you back.

Anyone with the invoice link in the email can open it without signing in. It shows the invoice number and date, the pickup time, the prices and any discounts, whether it is paid and, while it is unpaid, our bank details. It does not show your name, contact details or addresses.

App and device information

  • Which platform you use (iPhone, Android or web) and the app version, so we can ask you to update an old version.
  • Usage and crash information from Google Analytics for Firebase and Firebase Crashlytics. See section 5.

This website's quote form

If you send a quote request on our contact page, we get your name, phone number, email address, where you are moving from and to, the move date, the service you need and what you are moving. We also record your IP address and browser type to stop spam. We use these details to reply to you by email, phone or WhatsApp. Our staff receive your request by email.

Server logs

Like most online services, our servers log the IP address and browser or device type of each request, with the time. We use these logs to keep the service secure and working.

What you must give us

You need to give us your name and email address to open an account, your cell number when you sign up with email, and the move details to get a price and book. Without them we cannot provide the service. Everything else, such as your location, notifications, saved routes, chat, ratings and referral codes, is your choice.

4. Why we use it, and the legal basis

  • To provide the service you asked for (POPIA calls this performing a contract): opening your account, pricing and booking your move, sending a driver, taking payment, sending invoices, receipts and booking emails, and showing your history.
  • To meet the law: keeping accounting and tax records, as the Tax Administration Act requires.
  • Our legitimate interests: keeping accounts and payments secure, preventing fraud and abuse, fixing crashes, understanding how people use the app so we can improve it, and following up on quote requests.
  • Your consent: your phone's location and notifications, which you can switch off at any time in your phone's settings.

We do not sell your personal information. We do not show ads in the app and do not use your information for advertising.

5. Analytics and crash reports

The app uses Google Analytics for Firebase to count how people move through the quote and booking steps, for example when a price is shown, when someone continues to checkout, and when a booking is confirmed with its value. It records:

  • a random app-instance ID that Google Analytics creates for the app on your device (on iPhone, Apple's identifier for vendor is also used);
  • in-app events like the ones above, and standard events such as opening the app;
  • your device model, operating system and app version;
  • your approximate location (such as country and city), which Google works out from your IP address.

We do not send your name, email, phone number, addresses or account ID to Google Analytics, and we do not link analytics to your account. Google's advertising features are switched off. The app does not use your phone's advertising ID and does not track you across other companies' apps or websites. Analytics is switched off on the web app for now. If we switch it on, Google Analytics will store a cookie in your browser to recognise a returning visit. You can clear or block it in your browser settings.

On iPhone and Android, the app uses Firebase Crashlytics to send us a crash report when the app crashes or shows an error. A report contains technical details such as what the app was doing, an error code, your device model, operating system and app version, and a random installation ID. Crash reports are not linked to your account.

The app has no switch to turn analytics off yet, and because analytics is not linked to your account we cannot switch it off for you from our side. On iPhone and Android, analytics stops when you remove the app. You can still object by emailing us.

This website, rois.co.za, does not use analytics or advertising cookies.

6. Who we share it with

We share personal information only with people and companies who need it to provide the service:

  • Independent drivers and moving businesses that we match you with to carry out your move. They get the addresses, contact people, phone numbers, items and chat for the moves they do. They are separate businesses, not part of ROIS Movers, and are responsible for how they handle your information. We give them only what they need to do your move.
  • Google (Firebase and Google Cloud), which runs our systems: Firebase Authentication (sign-in), Cloud Firestore (database), Cloud Functions (server code), Firebase Hosting (this website), Firebase Cloud Messaging (notifications), Google Analytics for Firebase and Firebase Crashlytics.
  • Google Maps Platform, which receives the addresses you search for, the places you pick, your phone's location when you use the locate button, and route coordinates, to find addresses and measure routes.
  • Google Fonts, which serves the fonts on this website and in the app, and Ionic (ionicframework.com), which serves the app's default profile picture. Both receive your IP address.
  • Google and Apple, if you choose to sign in with them, and Apple's notification service on iPhone.
  • Yoco, our payment provider, which receives the amount, our booking reference and your account ID, and takes your payment. The card details you type on Yoco's page go to Yoco only, under Yoco's own privacy policy.
  • Banks, if you pay by EFT. Your bank and ours handle the transfer and its reference, and if we refund one, our bank gets the bank details you give us for it. Banks keep their own records under their own privacy policies.
  • Resend, which sends our booking, invoice, payment and refund emails to you, and booking notices and website quote requests to our staff. Password reset emails come from Firebase Authentication.
  • Forward Email, which forwards email sent to admin@rois.co.za to our Google (Gmail) mailbox. Our staff read booking notices, website quote requests and your emails there.
  • WhatsApp (Meta), if you message us there, or if we reply to your quote request or contact you about a move there. WhatsApp then gets your phone number and the messages.
  • Authorities, such as the police, a court or the South African Revenue Service, when the law requires it.

Google, Yoco, Resend and Forward Email act for us as operators. They may use your information only to provide their service to us, and must keep it secure. Google and Apple sign-in, Google Maps and WhatsApp also have their own privacy policies.

7. Information sent outside South Africa

Our systems are run on servers outside South Africa. Our database and server code run on Google Cloud in the United States. Google Analytics, Crashlytics, Resend, Forward Email and Gmail also store or process information outside South Africa, for example in the United States. Yoco may also process information in other countries. We use these providers because they are bound by data protection laws or agreements that give protection similar to POPIA, and they are needed to provide the service you ask for.

8. How long we keep it

  • Your account: until you delete it.
  • Accounting records: when you delete your account, we keep a short record of your name, email, job reference numbers, dates, amounts, payment method and payment results for 5 years, for tax and accounting law. It is then deleted automatically.
  • Booking records: each booking is also kept in a separate booking record with its addresses, coordinates, contact people, instructions, items, move time and the payment, refund and discount records linked to it. These are not yet removed automatically when you delete your account. You can ask us to remove them, and we will, except what the law requires us to keep.
  • Referral, payment, alert and deletion records: referral records, payment alerts for our staff, records of the EFT payments we receive and a record that your account was deleted are kept with no end date. They hold your account ID (a random code), references and amounts, not your contact details. An EFT reference is copied from our bank statement, so it may include the payer's name. A record of any notification our staff sent to you directly is also kept.
  • Quotes from people who are not signed in: these hold addresses and coordinates but no name or account. We do not delete them automatically yet.
  • Website quote requests: we do not delete these automatically yet. Ask us if you want yours deleted.
  • Server logs: kept by Google for a limited time, 30 days by default.
  • Analytics and crash reports: Google keeps analytics event data for up to 14 months and crash reports for about 90 days.
  • Emails: Resend keeps a log of sent emails for a limited time. Copies of booking emails, website quote requests and your emails to us stay in our staff mailbox until we delete them. Ask us if you want yours deleted.

9. How we protect it

  • All information travels over encrypted connections (HTTPS).
  • Database rules let each customer see only their own account, bookings and chat. Only our staff can see customer records, and only the driver assigned to a move gets its details.
  • Invoice links work only with the long random code in your invoice email, and we limit how often anyone can try one.
  • Passwords are handled by Firebase Authentication, and card details by Yoco. We never see either.
  • Deleting an account needs a recent sign-in.

No system is completely secure. If we find that someone has accessed your personal information without permission, we will tell you and the Information Regulator, as POPIA requires.

10. Children

Our services are for adults. The app and website are not aimed at anyone under 18, and we do not knowingly collect information about children. If you think a child has given us personal information, contact us and we will delete it.

11. Direct marketing

We send marketing push notifications, such as specials and offers, only if you turn on Promotions & Offers in the app's Settings. It is off until you switch it on, and you can switch it off there at any time. We do not send marketing by email or SMS without your consent, and every marketing message tells you how to opt out. Our other emails and notifications are about your account, your quotes and bookings, and our service. You can object to direct marketing at any time by emailing admin@rois.co.za. You can turn off push notifications at any time in your phone's settings.

12. Your rights

Under POPIA you can:

  • ask whether we hold personal information about you, and ask for a copy;
  • ask us to correct information that is wrong or out of date;
  • ask us to delete information we no longer need or may not keep;
  • object to us using your information, including for direct marketing;
  • withdraw your consent, for example for location or notifications;
  • complain to the Information Regulator.

Email admin@rois.co.za with the subject "Privacy". If you have an account, write from the email address on it so we can find your records. If you do not have an account (for example, a customer gave us your name and number as the contact person for a move, or you sent a quote request on this website), tell us your name, phone number and any booking details you know. We may ask you to confirm who you are before we act. We will reply within 30 days.

13. Deleting your account

You can delete your account in the app under Profile > Settings > Delete Account, or by email. See how to delete your ROIS Movers account for the steps and what we keep.

14. Complaints

Please contact us first so we can try to fix the problem. You can also complain to the Information Regulator (South Africa):

15. Changes to this policy

We will update this policy when our services or the law change, and change the date at the top. If a change affects how we use your information in an important way, we will tell you in the app or by email.

16. Contact us

ROIS Tradings (Pty) Ltd, trading as ROIS Movers
Email: admin@rois.co.za
Phone and WhatsApp: +27 67 045 5634