Privacy Policy

Last updated: 26 June 2026

Liveloome (Pty) Ltd (registration number 2026/351829/07), trading as Loome ("we", "us", or "our"), is committed to protecting your personal information in accordance with the Protection of Personal Information Act 4 of 2013 ("POPIA") and the POPIA Regulations of March 2026.

This Privacy Policy explains what personal information we collect, why we collect it, how we use it, and your rights in relation to it. By using our platform, you acknowledge that you have read and understood this policy.

1. Information We Collect

We collect the following categories of personal information:

• Identity information: full name, date of birth, identity number, gender;
• Contact information: email address, phone number, physical address;
• Health information: medical history, weight, height, medications, allergies, clinical notes, and other health data provided during your programme (this constitutes Special Personal Information under POPIA);
• Payment information: billing details processed securely via PayFast (we do not store your card details);
• Usage information: how you interact with our platform, including login times and pages visited;
• Communications: messages exchanged with your clinician through the platform.

2. Legal Basis for Processing

We process your personal information on the following grounds:

• Your consent: for the processing of Special Personal Information (health data), we obtain your explicit consent before collecting such information;
• Performance of a contract: to deliver the Loome programme and services you have subscribed to;
• Legal obligation: where we are required to process information to comply with applicable laws and regulations;
• Legitimate interests: to improve our platform and services, subject to your rights not being overridden.

3. How We Use Your Information

We use your personal information to:

• Assess your eligibility for the Loome programme;
• Provide clinical consultations and ongoing care;
• Facilitate the prescribing and dispensing of medication where clinically indicated;
• Process payments for your subscription;
• Communicate with you regarding your programme and account;
• Comply with our legal and regulatory obligations;
• Improve and develop our platform and services (using anonymised or aggregated data where possible).

4. Sharing Your Information

We do not sell your personal information. We may share your information with:

• Clinicians: HPCSA-registered doctors and dietitians who provide care through the Loome platform, strictly for the purposes of your clinical care;
• Pharmacies: licensed South African pharmacies, for the dispensing of prescribed medication;
• Payment processors: PayFast, for the secure processing of subscription payments;
• Technology providers: third-party service providers who assist us in operating our platform, under strict confidentiality obligations;
• Regulatory authorities: where required by law or legal process.

All third parties with whom we share your information are required to handle it in accordance with POPIA and applicable data protection standards.

5. Retention of Information

We retain your personal information for as long as necessary to provide our services and meet our legal obligations. Health records are retained in accordance with the National Health Act and applicable regulations. If you do not proceed with the programme after the eligibility check, your health data will be de-identified or deleted within 30 days.

6. Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, loss, or misuse. Your data is encrypted in transit and at rest. Access to your health information is restricted to clinicians involved in your care and authorised platform staff.

7. Your Rights

Under POPIA, you have the right to:

• Be informed about the processing of your personal information;
• Access the personal information we hold about you;
• Request correction of inaccurate or incomplete information;
• Request deletion of your personal information (subject to our legal retention obligations);
• Object to the processing of your information;
• Withdraw consent for the processing of Special Personal Information (noting that this may affect our ability to provide services to you);
• Lodge a complaint with the Information Regulator of South Africa.

To exercise any of these rights, please contact us at [email protected].

8. Information Regulator

If you are dissatisfied with how we have handled your personal information, you may lodge a complaint with the Information Regulator of South Africa:

Website: www.justice.gov.za/inforeg
Email: [email protected]

9. Cookies and Tracking

Our website uses cookies and similar technologies to improve your experience and analyse platform usage. A cookie is a small file sent to your device by a website and automatically saved by your browser. Each time you visit our site, your browser sends this cookie back to our server.

We use cookies to:

• Recognise you when you return to our platform;
• Remember your preferences and settings;
• Analyse how visitors use our website so we can improve it;
• Support the security and performance of the platform.

You may manage or disable cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of our platform. By continuing to use our website without disabling cookies, you consent to our use of cookies as described here.

10. Emergencies

The Loome platform must never be used in an emergency situation. If you or someone else is in danger or requires urgent medical attention, please call 112 (cell phone) or 10177 (ambulance), or attend the emergency department of your nearest hospital.

11. No Services to Individuals Under 18

Loome does not provide services to individuals under the age of 18. We do not knowingly collect personal information from anyone under 18. If you believe we have inadvertently collected such information, please contact us immediately at [email protected] and we will take steps to delete it.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email or by a notice on the platform. The date at the top of this page reflects the most recent update.

13. Contact

For any questions, requests, or concerns regarding this Privacy Policy or our handling of your personal information, please contact our Information Officer at:

Liveloome (Pty) Ltd
Registration number: 2026/351829/07
Email: [email protected]
Website: liveloome.co.za