Privacy policy

Last updated: 13 September 2026

This Privacy Policy describes how Velobiotics (Pty) Ltd ("Velobiotics", "we", "us" or "our") collects, uses, shares and protects your personal information when you visit or make a purchase from www.velobiotics.com or www.velobiotics.co.za (the "Site"), or otherwise communicate with us. Velobiotics (Pty) Ltd is the responsible party for your personal information under the Protection of Personal Information Act, 2013 (POPIA). By using the Site you agree to the practices described here; if you do not agree, please do not use the Site.

Section 1 – What information do we collect?

Information you give us. When you create an account, place an order, subscribe, enter a promotion, complete a quiz or assessment, claim our guarantee, or contact support, we collect the details you provide: your name, billing and shipping address, email address, phone number, payment details (handled by our payment processors, see Section 4), order history, and any health-related preferences or symptoms you choose to share with us so that we can recommend products or support your program.

Information collected automatically. When you browse the Site we automatically receive your device's IP address, browser and operating system, pages viewed, referring page and interaction data, through cookies and similar technologies (see Section 7).

Information from third parties. We may receive information about you from our service providers (such as Shopify, our payment processors, shipping carriers and marketing platforms) and from marketplaces or retailers where you have purchased Velobiotics products and asked us for support.

Section 2 – How do we use your information, and on what basis?

We use your personal information to process and deliver your orders, manage returns and guarantee claims, run your subscription, provide customer support, personalise your experience and product recommendations, detect and prevent fraud, comply with our legal obligations, and — with your consent — send you marketing about our products, programs and offers. Where you have shared health-related information with us we use it only to recommend or support the use of our products and never sell it or share it for advertising.

Consent. When you provide personal information to complete a transaction, arrange a delivery or return a purchase, we process it for that purpose. If we ask for your information for a secondary reason such as marketing, we will ask for your express consent or give you the opportunity to say no. You may withdraw your consent at any time by using the unsubscribe link in any marketing email, replying STOP to any SMS or WhatsApp message, or contacting us at support@velobiotics.com.

Section 3 – Disclosure of your information

We do not sell your personal information. We share it only with:

  • Service providers who help us run the Site and our business: Shopify (our e-commerce platform and hosting), payment processors, shipping and fulfilment partners, email, SMS and WhatsApp messaging providers, customer-support tools, review platforms and analytics providers. They may only use your information to perform the services they provide to us.
  • Marketing and advertising partners such as Google, Meta and TikTok, to measure and deliver advertising, where you have consented to marketing cookies.
  • Affiliates and successors: within the Velobiotics group of companies, and if our business is acquired or merged with another company, in which case your information may be transferred to the new owners so that we can continue to serve you.
  • Legal requirements: where required by law, court order or regulator, to protect our rights or the safety of others, or if you violate our Terms of Service.

Section 4 – Payment

Payments on the Site are processed by Shopify Payments, PayFast, Ozow, Yoco or PayPal, depending on your region and the option you choose. Your card details are entered directly with the payment processor and are never stored on our servers. All our payment processors are certified under the Payment Card Industry Data Security Standard (PCI-DSS). Transaction data is retained only as long as necessary to complete your purchase, handle refunds and meet our accounting and tax obligations.

Section 5 – Third-party services and international transfers

Some of our service providers are located outside South Africa, including in the United States and the European Union. When your information is transferred to them it may become subject to the laws of those jurisdictions. We only transfer personal information to third parties in other countries where they are subject to laws or binding agreements that provide a level of protection substantially similar to POPIA. Once you leave the Site or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy. We encourage you to read the privacy policies of any third-party sites you visit.

Section 6 – Security and retention

We take reasonable technical and organisational measures to protect your personal information against loss, misuse, unauthorised access, disclosure, alteration or destruction. The Site is served over TLS/SSL encryption and hosted on Shopify's PCI-DSS-compliant infrastructure. No method of transmission or storage is completely secure, so we cannot guarantee absolute security. We keep your information for as long as you have an account with us or as needed to provide our services, resolve disputes and comply with legal and tax record-keeping requirements (generally five years for transaction records under South African law), after which it is deleted or anonymised.

Section 7 – Cookies

We use cookies and similar technologies to run the Site, remember your cart and preferences, understand how the Site is used, and — with your consent — measure and personalise advertising. Essential cookies (such as _shopify_y, _secure_session_id and cart) are required for the Site and checkout to work. Analytics and marketing cookies (Shopify analytics, Google Analytics, Meta Pixel, TikTok Pixel, Judge.me reviews, Omnisend) are optional. You can manage your preferences through your browser settings or via the Data Sharing Opt-Out page. Blocking essential cookies may prevent parts of the Site from working. For more information on Shopify's cookies see www.shopify.com/legal/cookies.

Section 8 – User-generated content

If you post a product review, testimonial, comment or photo on the Site or tag us on social media, that content may be publicly visible and may be used by us in accordance with our Terms of Service. We are not responsible for how other users may use information you choose to make public. Please do not include health information in public reviews that you would not want others to see.

Section 9 – Age of consent

The Site is not intended for children. By using the Site you represent that you are at least 18 years of age, or that you are the parent or guardian of any minor for whom you place an order and consent on their behalf. If you believe a child has provided us with personal information, contact us and we will delete it.

Section 10 – Your rights

Under POPIA (and, where applicable, the GDPR or US state privacy laws) you have the right to:

  • be told what personal information we hold about you and access a copy of it;
  • have inaccurate or incomplete information corrected;
  • request deletion of your information where we no longer have a lawful reason to keep it;
  • object to processing for direct marketing, and withdraw consent at any time;
  • request that we restrict processing or provide your information to you in a portable format;
  • lodge a complaint with the Information Regulator (South Africa) at inforegulator.org.za or with your local data-protection authority.

To exercise any of these rights, email our Information Officer at support@velobiotics.com. We may need to verify your identity before responding, and we will reply within the period required by law (normally 30 days).

Section 11 – Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for legal, operational or regulatory reasons. The revised policy will be posted on this page with an updated "Last updated" date; material changes will be highlighted here. Please review it periodically.

Section 12 – Questions and contact information

To access, correct, amend or delete personal information we hold about you, to register a complaint, or simply for more information, contact our Information Officer:

Velobiotics (Pty) Ltd
10 Kruin Street, Klopperpark, Germiston 1401, South Africa
Tel: +27 11 392 2550
Email: support@velobiotics.com