Privacy Policy

1. Introduction

Counsel24 (Pty) Ltd ("we," "us," "our," or "Counsel24") is a legal referral platform that connects individuals and businesses with qualified attorneys across South Africa. We are committed to protecting your privacy and ensuring transparency about how we handle your personal information.

This Privacy Policy applies to all information collected through our website, WhatsApp messaging, and any other channels through which you interact with Counsel24. By using our services, you consent to the collection and use of your information as described in this policy.

2. Information We Collect

We collect the following types of information:

2.1 Information You Provide Directly

• Contact Information: Name, email address, phone number, WhatsApp number
• Location Information: Province, city, or address (to connect you with attorneys in your jurisdiction)
• Legal Matter Details: Description of your legal issue, case details, and relevant circumstances
• Communication Preferences: Preferred contact method and best times to reach you

2.2 Information Collected Automatically

• Usage Data: Pages visited, time spent on site, links clicked, referring website
• Device Information: IP address, browser type, operating system, device type
• WhatsApp Metadata: Message timestamps, delivery status (not message content)

2.3 Information from Third Parties

• Information shared by attorneys regarding your case progress
• Analytics data from third-party platforms (Google Analytics)

3. How We Use Your Information

We use your information for the following purposes:

• Attorney Matching: To identify and connect you with qualified attorneys suited to your legal matter
• Communication: To contact you regarding your inquiry, attorney referral, and service updates
• Quality Assurance: To improve our service, conduct surveys, and gather feedback
• Legal Compliance: To comply with POPIA, tax law, and other applicable regulations
• Fraud Prevention: To detect and prevent fraudulent or unauthorized activity
• Marketing (Optional): To send you updates about our services (only with your consent)
• Analytics: To understand user behavior and optimize our platform

4. Legal Basis for Processing

Under POPIA, we process your personal information based on the following lawful grounds:

• Contractual Performance: Processing is necessary to perform our service of matching you with an attorney
• Legal Obligation: Processing is required by law (tax compliance, fraud prevention)
• Legitimate Interest: Processing is necessary for our business operations (analytics, security)
• Consent: You've explicitly consented (e.g., for marketing communications)

5. Sharing Your Information

We only share your information with the attorney you are matched with. Here's how:

5.1 Attorneys

We share your name, email, phone number, province, and legal matter description with your matched attorney. This enables them to contact you directly and assess your case. We do NOT share your information with any other attorneys or third parties without your consent.

5.2 Service Providers

We use trusted third-party service providers for:

• WhatsApp messaging (for communication)
• Web hosting and servers (data storage)
• Analytics (Google Analytics — anonymized)
• Email delivery (for sending confirmations)

5.3 Legal Requirements

We may disclose your information if required by law, regulation, court order, or government authority. We will provide notice of such disclosure unless prohibited by law.

5.4 No Sale of Data

We do NOT sell, trade, or lease your personal information to third parties under any circumstances.

6. Data Security

We implement comprehensive security measures to protect your personal information:

• Encryption: Data transmitted to/from our servers uses SSL/TLS encryption
• WhatsApp Security: WhatsApp messages use end-to-end encryption (only you and the recipient can read them)
• Access Controls: Only authorized staff can access personal information, with role-based access restrictions
• Secure Servers: Data stored on secure, regularly updated servers with firewalls and intrusion detection
• Regular Audits: We conduct security audits and penetration testing to identify vulnerabilities
• Staff Training: All staff receive data protection and confidentiality training

Note: While we use industry-standard security measures, no system is 100% secure. We cannot guarantee absolute security, but we are committed to protecting your information.

7. Your Rights Under POPIA

You have the following rights regarding your personal information:

7.1 Right of Access

You can request a copy of all personal information we hold about you. We will provide this within 30 days of your request.

7.2 Right to Correct/Update

You can request that we correct inaccurate or incomplete information. We will update your information within 30 days.

7.3 Right to Erasure ("Right to be Forgotten")

You can request deletion of your personal information, except where we're legally required to retain it (e.g., tax records, fraud prevention).

7.4 Right to Restrict Processing

You can request that we stop processing your information while we verify accuracy or assess a dispute.

7.5 Right to Object

You can object to processing for marketing purposes. We will honor this request immediately.

7.6 Right to Data Portability

You can request your information in a structured, commonly-used format for transfer to another service.

To exercise any of these rights, contact us at:

• Email: privacy@counsel24.co.za
• WhatsApp: +27 61 353 3751

8. Data Retention

We retain your personal information for as long as necessary to provide our services:

• Active Inquiries: Retained for 6 months from your attorney referral
• Completed Matters: Retained for 3 years (for legal/tax compliance)
• Marketing Opt-In: Retained until you unsubscribe
• Analytics Data: Retained for 12 months (automatically deleted thereafter)

We will delete your information upon request, except where legal obligation requires retention.

9. Cookies & Analytics

Our website uses cookies and analytics to improve user experience.

9.1 Essential Cookies

These cookies are necessary for site functionality (login sessions, security). You cannot opt out of these.

9.2 Analytics Cookies

We use Google Analytics to understand user behavior (page visits, user flow, demographics). Data is anonymized and aggregated. You can opt out by installing the Google Analytics opt-out browser extension.

9.3 Third-Party Cookies

Third-party service providers may place cookies on your device. Their privacy practices are governed by their own policies.

10. Contact Us

For privacy concerns, data requests, or complaints, contact:

Complaint to Regulator

If you believe we've violated your POPIA rights, you can lodge a complaint with the Information Regulator of South Africa:

Information Regulator
Website: www.justice.gov.za/inforeg/
Email: complaints.IR@justice.gov.za

Policy Updates

We may update this Privacy Policy to reflect changes in our practices or applicable law. We will notify you of significant changes via email or WhatsApp. Your continued use of our service constitutes acceptance of the updated policy.

© 2026 Counsel24 (Pty) Ltd. All rights reserved. POPIA Compliant.