Legal

Privacy Policy & POPIA Notice

SHAI respects your privacy. This notice explains what personal information we collect, why, who sees it and your rights under the Protection of Personal Information Act, 2013 (POPIA).

Last updated 16 September 2026

1.What we collect

Account details: your name, email address, mobile number and city.
Booking details: the treatments you book, times, the address for each treatment, notes you add, messages, payments and reviews.
For therapists: date of birth, identity documents and a selfie, qualifications, service areas, working hours and payout details.
Technical information needed to keep you signed in and the service secure.

2.Why we use it

To create your account, match you with therapists, run bookings and payments, verify therapists, keep customers and therapists safe, prevent fraud and bookings moving off the platform, send you booking updates, and meet our legal obligations.

3.Who sees what

Before you pay, a therapist sees only your treatment, time and suburb.
After you pay, your therapist receives your exact address and can message you in the app. Phone numbers and emails in messages are hidden.
Customers never see a therapist's legal name, date of birth, mobile number, documents or where they're based.
A small SHAI team can see what they need to verify therapists, resolve disputes and keep people safe.
Trusted service providers who host our systems and process payments, under contracts that protect your information.

We never sell your personal information.

4.Where it's kept

Your information is stored securely with our hosting providers and may be kept on servers outside South Africa, with protection at least equal to POPIA. Identity documents are stored privately and are never publicly accessible.

5.How long we keep it

We keep your information for as long as your account is open and afterwards only as long as needed for legal, tax, safety or dispute reasons.

6.Your rights

You may ask to see the personal information we hold about you, have it corrected or deleted, object to how we use it, or withdraw consent for optional uses. To do this, send us a message from Help & support on the SHAI website or app. You may also complain to the Information Regulator of South Africa (inforegulator.org.za).

7.Children

SHAI is for people aged 18 and over. We don't knowingly collect information from children.