Privacy policy

Privacy policy

Last updated: 27 June, 2025

Introduction

This Privacy Policy (“this Policy”) outlines which information Donkey Long Tong (Pty) Ltd (“Donkey”, "we", "us", or "our") collects when you (“you” or “your”) visit our website available at www.donkeylongtong.co.za (the "Site") or purchase or make use of the associated products and services provided by us (collectively, the "Services"), and how we protect and use that information.

By making use of the Site or Services you consent to us collecting and processing the personal information that you provide to us, and we will treat this information as confidential in accordance with this Policy.

 

What Personal Information We Collect

For the purposes of this Policy, personal information is all information specific to you that is provided to us by you, or otherwise received through the Site or any other channel. While using our Services is voluntary, providing certain personal information is mandatory for us to deliver them. If you don’t provide this information, we may not be able to fulfil your order or deliver the Services to you. When you place an order, create an account, or browse the Site, we collect:

  • Contact and order details: including your name, email, phone number, shipping and billing address.
  • Account information: if you create an account, we will collect your username, password, and any other saved preferences.
  • Payment information: when you make a payment to us, your information is processed through a secure payment gateway which will protect your personal information by maintaining physical, electronic and procedural safeguards in compliance with the Payment Card Industry Data Security Standards.
  • Device and usage data: including your IP address, browser type, and browsing activities.
  • Communications: messages or feedback that you send us.

We do not intentionally collect any categories of special personal information (such as health or biometric data).

You confirm that any information provided to us by you is complete, accurate and not misleading. If you want to correct your personal information, please reach out to hello@donkeylongtong.com. If you are providing us with the personal information of someone else, you acknowledge that you have their consent to do so and that we may use their information in accordance with this Policy.

 

How We Use Your Personal Information

We will only use your personal information when we have a valid reason to do so – whether its to fulfil your order, comply with the law, or improve your experience with us. Specifically, we use your personal information for the following purposes:

  • Providing the Services: We use your personal information to provide and manage the Services we provide to you.  
  • Marketing and advertising: We may use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you advertisements for products or services. You can opt-out of this communication at any time.
  • Security and fraud prevention: We may use your personal information to prevent, detect, investigate or take action regarding possible fraudulent, illegal or malicious activity. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password, or other access details with anyone else. If you believe your account has been compromised, please contact us immediately.
  • Communicating with you about your order, account, or other customer services queries.
  • Service improvement through analytics and feedback. 

 

How we store your personal information

Your personal information is provided to us voluntarily by you, and in doing so you consent to Donkey storing this information for the purposes of performing the Services. We will ensure that we have in place and maintain appropriate and reasonable precautions in accordance with the requirements of applicable laws to protect your personal information and keep it secure, and to prevent it from being unlawfully accessed by any third party.

All personal information that you provide to Donkey will be stored on servers in South Africa, or in other locations where it is adequately protected. If we transfer your personal information from one country to another, we’ll take reasonable and appropriate measures to protect it.

 

How We Disclose Personal Information

We’ll only disclose your personal information to third parties when it’s absolutely necessary to run our business, where the applicable law requires it, or when you’ve consented to it. This may include sharing your information with:

  • Vendors or other third parties who perform services on our behalf (e.g., IT management, payment processing, data analytics, customer support, cloud storage, fulfilment and shipping).
  • Business and marketing partners who help us deliver the Services or show you relevant offers. They will use your information in line with their own privacy policies.
  • Third parties where you’ve asked us to share your information or given us permission – for example to arrange delivery, or when you use social media features or login through another platform.
  • Our affiliates or otherwise within our corporate group, in our legitimate interests to run a successful business.
  • In connection with a business transaction such as a change in ownership, merger or bankruptcy.
  • As required by regulatory authorities or to comply with any applicable legal obligations.
  • Where Donkey Long Tong, acting in good faith, is of the view that disclosure is necessary to protect or defend the Services, our rights or property, or those of our partners, clients, agents, employees, or third party service providers.

 

Third Party Websites and Links

The Site may include links to websites or other online platforms that we do not control. If you visit one of these third party sites, you should review their privacy and security policies and other terms and conditions. We are not responsible for how they handle your personal information or the accuracy of their content. If you choose to share information on public forums or social media linked to the Site, that information might be visible to others and used by those platforms according to their own policies. Just because we provide a link to a third party site doesn’t mean we endorse it, unless we expressly say so.

 

Children's Data

We do not knowingly collect personal information from children. If you are the parent or legal guardian of a child who has provided personal information to us, please contact us so we can delete it. We will only process a child’s personal information with the verified consent of a competent person.

 

Cookies

We use Cookies to help power and improve our Site — from remembering your preferences to running analytics and understanding how you interact with the Services. We also allow certain third parties and service providers to use Cookies so they can help us tailor the Services, products and advertisements that you see, both on our Site and elsewhere.

For more on the specific Cookies used through our store platform, you can check out Shopify’s policy here: https://www.shopify.com/legal/cookies.

Most browsers accept Cookies automatically, but you can change your settings to remove or block them. Just keep in mind that this might affect how well the Site works and some features may not function properly or be available at all. Blocking Cookies also doesn’t necessarily stop us from sharing information with partners like advertising platforms.

 

Retention of Your Information

We will keep your personal information only as long as we need to for our legitimate business practices or legal obligations, after which it’s securely deleted or anonymised.

 

Advertising

Donkey will not sell your information to any party, or provide it to any party for their marketing or advertisements.

 

Your Rights

You have the right to:

  • Access records of information held by Donkey, by making a formal request in line with our PAIA Manual.
  • Correct or update your personal information if it’s inaccurate or incomplete.
  • Object to the use of your personal information for direct marketing by opting out or unsubscribing at any time. If you opt out, we may still send you other electronic communications or non-promotional emails, such as those about your account or orders that you have made.

 If you request, we’ll delete or anonymise your personal information so it no longer identifies you – unless we’re legally required or allowed to keep it. This may include, but is not limited to, the following situations:

  • You have an open order or unresolved issue with the Services,
  • We need to keep records for legal, tax, audit or accounting reasons, or
  • We need the information for fraud prevention or to protect our business and customers.

To exercise your rights, please pop us a mail at hello@donkeylongtong.com. We may ask you to verify your identity before processing your request. 

 

Complaints

If you have complaints about how we process your personal information, you have the following options:

  • Contact us using the contact details provided below. 
  • You also have the right to lodge your complaint with your local data protection authority.
  • For the EEA, you can find a list of the responsible data protection supervisory authorities here.
  • For South Africa, you may follow the instruction on the Information Regulator’s website. You may contact them on 010 023 5200, or email them on enquiries@inforegulator.org.za.

 

International Data Transfers

We’re based in South Africa but serve customers around the world. When we transfer your data across borders (e.g. to the EU, UK, or US), we do so in line with the relevant laws — including GDPR and UK GDPR. This means we’ll use appropriate safeguards like Standard Contractual Clauses where required.

 

Changes to this Policy

We reserve the right to update this Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. You agree to review the terms of this Policy whenever you visit the Site and check for any such amendments.

 

PAIA Manual

If You would like access to records of information held by Us, please request access in accordance with Our PAIA Manual.

 

Contact

You may contact us at:

  • Physical address: 48 Marine Drive Service Road, Paarden Eiland, Cape Town, WC, 7405, ZA
  • Email address: hello@donkeylongtong.com