Privacy policy

This policy explains how Load and Go Logistics (Pty) Ltd, trading as Load & Go Logistics, collects, uses, shares and protects personal information, as the Protection of Personal Information Act 4 of 2013 (POPIA) requires. It covers our website, our quote form, WhatsApp, phone and email contact, and the transport jobs we do. POPIA protects information about people and about existing companies and other juristic persons, and so does this policy.

Who is responsible for your information

Responsible party: Load and Go Logistics (Pty) Ltd, registration number 2025/864432/07
Address: 4 Peter Road, Moret, Randburg, Gauteng, 2194
Phone and WhatsApp: 067 419 3563
Email: info@loadandgo.co.za (please write "Privacy" in the subject line)
Information Officer: Danika Pienaar, at the address, phone number and email above

What we collect and where it comes from

When you ask for a quote on our website

The service you need, your full name and surname, mobile number and email address.
The full collection and delivery addresses (street number and name, suburb and city), and the date and time you would like the collection.
Details of the load: for a household move, a list of the items and how many of each; for other loads, the type of goods, the quantity, the approximate total weight and dimensions, and any special handling; for a vehicle or machine, its make, model and condition. Also stairs or floors, whether you need loading or offloading help at collection, at delivery or both, and the vehicle you prefer.
Whether the request is for a business, and if so the company name and, if you give it, the VAT number.
Whether you ticked the box to receive marketing messages.
Information our website adds to the form automatically: the page you sent it from, the page you first arrived on, the website that sent you to us (its address only), any advertising click identifiers and campaign tags in the link you followed (such as gclid, gbraid, wbraid, fbclid and utm tags), and a reference number for your request.

When you contact us by WhatsApp, phone or email

Your name, phone number or email address, whatever you tell us about the job, and any photos of the load you send us. WhatsApp is run by Meta, and WhatsApp's own privacy policy applies to how WhatsApp handles your messages.

When you book and pay

Collection and delivery addresses, the names and numbers of the people at each address, access details and the details of the goods.
Payment records: the amount, the date and the payment reference. If you pay through a payment link, Shopify keeps a customer record with your name, contact details and order, and our payment provider processes your card or account details.

When we deliver

We take photographs as proof of delivery after every job. On request, the person receiving the load can sign a delivery acknowledgement with their name.

When a business applies for a monthly account

Company details, registration and VAT numbers, the names and contact details of the people we deal with, the expected transport volume, and, with your consent, credit information.

When you use our website

Shopify, which runs our website, records technical information such as your IP address, browser and the pages you visit, to run and secure the website. Shopify's own store analytics counts visits and page views. We also use Google Tag Manager, Google Analytics and Google Ads conversion tracking, which collect information about your visit only as far as your cookie choice allows. Meta's advertising tools are not connected yet. Our cookie policy lists each tool and whether it runs yet.

From other people

Sometimes we receive your details from someone else, for example when a sender gives us the name and number of the person who will receive the load, or when a business gives us the details of its staff contact. If you give us someone else's details, please let them know.

Our vehicles

Our vehicles and trailer carry Cartrack tracking. It records where our vehicles are, not where you are. We may use it to answer questions about a delivery.

Why we use it, and the legal basis

To answer your request and prepare a quote: needed to take the steps you asked for before an agreement (section 11(1)(b) of POPIA).
To do the job: planning the trip, contacting you and the people at each address, proof of delivery, invoicing and payment (section 11(1)(b)).
To deal with questions, complaints and claims about a job (section 11(1)(b) and our legitimate interests, section 11(1)(f)).
To assess a business account application, including a credit check if you consent (section 11(1)(a) and (b)).
To keep records the law requires, such as accounting and tax records (section 11(1)(c)).
To run, secure and improve our website, to block spam on our forms, and to see which of our adverts bring enquiries (our legitimate interests, and your consent where your cookie choice is needed).
To send you marketing messages, only with your consent or, if you are already a customer, about similar services of ours, with a free way to opt out every time (section 69).

We do not sell personal information.

Do you have to give us your information?

No, it is voluntary. But we need your name, a way to contact you, the addresses and the details of the load to give you a quote and do the job. Without them we cannot quote or carry your load. Our website form needs an email address to send; if you prefer not to use email, contact us on WhatsApp or by phone. Saying no to marketing has no effect on your quote or booking.

The Companies Act 71 of 2008 requires us to keep accounting records, which include invoices and payments, and South African tax law also requires us to keep financial records.

Our own employed drivers and staff, who need the job details to do the work.
Transport-network partners, when we arrange a vehicle through our network (for example a 32-ton flatbed truck with a Moffett for bigger and heavier loads within Gauteng). We share only what they need: the addresses, the contact person at each address and the load details. Your quote tells you when a partner will carry your load.
Shopify, which hosts our website, stores form submissions and online orders, and sends website emails.
Cloudflare, which runs the small service that passes your quote request from our website to our Shopify store and helps block spam on the form (Cloudflare Turnstile).
Resend, which sends the email that confirms we received your quote request.
Our payment provider, Payfast, when you pay through a payment link, and our bank, when you pay by EFT.
Google, which provides Google Tag Manager, Google Analytics and Google Ads, only as far as your cookie choice allows (see cookies, analytics and advertising).
Meta, when you message us on WhatsApp, and, once we connect the Meta Pixel, through it as far as your cookie choice allows.
The provider that hosts our email, for messages you send to info@loadandgo.co.za.
Our insurer and insurance broker, when a claim is made about goods we carried.
Credit bureaus, only for a business account application and only with your consent.
Our professional advisers (such as our accountant or attorney), and authorities such as SARS or the police where the law requires it.

When you send our quote form, it goes to a small service of ours that runs on Cloudflare. The service creates a draft quotation for your request in our Shopify store and asks Resend to email you a confirmation of what you sent. Cloudflare processes your request only to pass it on and does not keep its content. Resend keeps the confirmation email for up to 30 days so that it can deliver it and deal with bounced emails.

Information sent outside South Africa

Shopify, Cloudflare, Resend, Google and Meta, and possibly our payment provider, store or process information on servers outside South Africa. We send personal information to them because it is necessary to answer your request and do the job you asked for (section 72(1)(c) of POPIA), because these providers are bound by data-processing terms that require them to protect it (section 72(1)(a)), and, for analytics and advertising tools, because you consented through your cookie choice (section 72(1)(b)).

Cookies, analytics and advertising

Our website uses cookies and similar tools. Analytics and advertising tools run only as far as your choice in our cookie banner allows. You can change your choice at any time with the "Cookie settings" link at the bottom of every page. Our cookie policy lists every tool.
We use Google Analytics to understand how visitors use our website, and Google Ads conversion tracking to see which of our adverts lead to transport requests. Google explains how it uses this information in How Google uses information from sites or apps that use our services.
Where you came from. When you arrive from an advert or a tagged link, our website keeps the click identifier and campaign tags in your browser for that visit and adds them to the quote form you send. This lets us see which adverts bring real transport requests.
Measuring our Google adverts. When you send the quote form, your browser turns your email address and mobile number into one-way codes (SHA-256 hashes) and keeps them in your browser for that visit. They are not used after 30 minutes. Only if you have allowed marketing cookies do we send these codes to Google, so that Google can match your request to an ad click and measure our adverts. Your actual email address and number are not sent to Google this way.
Meta. Once we connect it, and if you allow marketing cookies, Shopify's Facebook & Instagram app sends Meta information about your visit, such as pages viewed and payments made at checkout, to measure our adverts.

Marketing messages

We send marketing messages by WhatsApp or email only if you ticked the opt-in box, or if you are already our customer and the message is about similar services of ours.
Every marketing message says who it is from and how to stop it. Opting out is free.
To stop marketing messages, reply to the message to say so, or email info@loadandgo.co.za. Opting out does not affect your quotes or bookings.
We will not send marketing by electronic means to a business or person who is not our customer without first asking for consent, and we will ask only once.

How we protect your information, including payment information

Our website runs on Shopify and is served over an encrypted connection (HTTPS).
Card and instant-EFT payments made through a payment link are processed by our payment provider. We never see or store your full card number.
We will never ask for your card details, PIN or banking passwords by phone, WhatsApp or email. If you receive a message asking you to pay into different bank details, phone us on the number on this website before you pay.
Only the people who need your information to do their work can access it, and we protect our accounts and devices with passwords.
If we believe someone has gained access to your personal information without authority, we will tell you and the Information Regulator, as section 22 of POPIA requires.

How long we keep it

Quote requests, the draft quotations created for them, and quotes that do not become bookings: up to 12 months after our last contact with you, then deleted.
Bookings, invoices, payment records, photo proof of delivery and delivery acknowledgements: seven years, the period for which the Companies Act requires a company to keep its accounting records.
Business account records: while the account is open, and seven years after it closes.
Marketing consent: until you opt out. We keep a record of your opt-out so that we do not contact you again.
Website data: the browser data our website stores itself is deleted when you close the tab or window, and the hashed codes are not used after 30 minutes. Analytics and advertising data is kept for the period set in each tool, as described in our cookie policy.
Job applications and CVs: we do not accept them through this website, and we delete any we receive.

If a claim or dispute is still open, we keep the related records until it is resolved.

Your rights

Access: you can ask whether we hold personal information about you, free of charge, and ask for a record or description of it (section 23 of POPIA). For some records a fee prescribed under the Promotion of Access to Information Act may apply; our PAIA manual explains how.
Correction and deletion: you can ask us to correct or delete information that is inaccurate, irrelevant, excessive, out of date, incomplete, misleading or obtained unlawfully, or that we are no longer allowed to keep (section 24).
Objection: you can object to our use of your information on reasonable grounds, and to direct marketing at any time (section 11(3)).
Withdrawing consent: where we rely on your consent, such as for marketing messages or cookies, you can withdraw it at any time.
Complaint: you can complain to the Information Regulator (section 74).

To use these rights, email info@loadandgo.co.za with "Privacy" in the subject line. We will need to confirm who you are before we act. Where POPIA prescribes a form for a request, we will send it to you.

The Information Regulator

Address: Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191
Post: P.O. Box 31533, Braamfontein, Johannesburg, 2017
Email: enquiries@inforegulator.org.za; complaints about personal information: POPIAComplaints@inforegulator.org.za
Toll-free: 080 001 7160
Website: inforegulator.org.za

Children

Our services are for adults and businesses. We do not knowingly collect personal information about children.

Changes to this policy

We will update this policy when the way we handle personal information changes, and show the date of the latest version below. Our terms of service and company and legal information are linked in the footer of every page.

Last updated: 27 October 2026