Privacy Policy

Last updated: 6 October 2026

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

This Privacy Policy explains what personal information we collect, why we collect it, who we share it with, and your rights. It applies to our website, our eligibility questionnaire, our booking pages and the Loome app. Loome for Teams is covered by separate terms agreed with each employer.

1. Information We Collect

• Identity information: full name, date of birth, identity number, gender;
• Contact information: email address, mobile number, delivery address, emergency contact;
• Health information: your questionnaire and intake answers, medical history, weight, height, medication, allergies, the doctor's consultation notes and prescriptions, dietitian notes, and the progress you log in the app. This is Special Personal Information under POPIA;
• Referral information: if your doctor refers you to Loome, the details your doctor or you give us about the referral, including your referring doctor's name and practice details;
• Booking information: your consultation and session times, attendance and outcomes;
• Payment information: your plan, payment history and billing details. Card and bank details are processed by PayFast, and we do not store them;
• Consent records: what you agreed to, the exact wording shown, when, and the device and IP address it came from;
• Usage information: how you use our website and app, including information collected by cookies and similar technologies (see section 10);
• Communications: messages between you and your clinicians in the app, and emails between you and Loome.

2. Legal Basis for Processing

• Your consent: we process your health information only with your explicit consent. Marketing and research use also depend on your consent, which is optional;
• Performance of a contract: to provide the programme you signed up for;
• Legal obligation: where the law requires us to process or keep information, for example health records and financial records;
• Legitimate interests: to keep the platform secure and improve our services, where this does not override your rights.

3. How We Use Your Information

• To assess your eligibility and suggest the right programme for you;
• To book your consultations and sessions, and send you confirmations and reminders;
• To provide your doctor's consultation, dietitian sessions and ongoing care in the app;
• To send your prescription to the pharmacy you chose, with your consent;
• To process your payments, collect the doctor's consultation fee on their behalf, and produce invoices and receipts;
• To communicate with you about your care, bookings, payments and account;
• To send you marketing, only if you have opted in (see section 6);
• To use de-identified information for research and service improvement, only if you have opted in (see section 7);
• To measure how well our website and advertising work (see section 10);
• To comply with our legal and regulatory obligations.

4. Who We Share Your Information With

We do not sell your personal information. We share it only as needed for the purposes above:

• Your clinicians: the independent HPCSA-registered doctor and the dietitians who provide your care, strictly for your care;
• Your referring doctor: in the referred programme, progress updates only if you consent;
• Pharmacies: your prescription and the details needed to dispense and deliver it, sent to Medipost or the pharmacy you choose, with your consent;
• Payment processor: PayFast, to process your payments;
• Technology providers: companies that host and run our platform for us under confidentiality obligations, including Supabase (database and file storage), Google Workspace (email, calendar and video consultations), Resend (email delivery), Railway (server hosting) and Cloudflare (website hosting);
• Analytics and advertising providers: Google Analytics and Meta, as described in section 10. We never share your health information with them;
• Professional advisers and authorities: our lawyers, accountants and auditors where needed, and regulators or courts where the law requires it.

Everyone we share information with must protect it in line with POPIA.

5. Information Stored Outside South Africa

Some of our technology providers store or process information outside South Africa. For example, our database is hosted in the European Union. We only use providers in countries with adequate data protection laws, or under binding agreements that protect your information to a standard similar to POPIA.

6. Marketing

We only send you marketing, such as our newsletter, health tips and news about Loome, if you opt in. Email and WhatsApp are separate choices, so you can say yes to one and not the other. Saying no never affects your care or membership.

You can unsubscribe at any time using the link in any marketing email, by replying STOP to a WhatsApp message, or by emailing hello@liveloome.co.za. We keep a record of your choice so we do not contact you again.

Messages about your care, bookings, payments and account are not marketing. We send these to all members, and they cannot be switched off while you are a member.

7. Research and Service Improvement

With your separate, optional consent, we may use your information in de-identified form for research, clinical audits, publications and to improve our programmes. De-identified means it can no longer reasonably be linked to you: your name, contact details and identity number are removed.

• Saying no never affects your care or membership.
• You can withdraw your consent at any time by emailing hello@liveloome.co.za. This stops any future use. Information already included in completed, de-identified analyses cannot be removed.
• Any formal research study that goes beyond this would need ethics approval and your separate consent for that study.

8. Keeping Your Information

• Members: we keep your health records for as long as the National Health Act and HPCSA guidelines require, and financial records for as long as tax law requires.
• If you do not join: if you complete our questionnaire but do not go on to join Loome, your health information is de-identified or deleted within 30 days of our last contact with you.
• Referrals: if your doctor refers you and you do not join, the referral details are deleted within 30 days.
• Marketing: if you opted in, we keep your name and contact details for marketing until you unsubscribe.
• Consent records: we keep records of your consents for as long as we may need to prove them.

9. Security

We take appropriate technical and organisational measures to protect your information against unauthorised access, loss or misuse. Your data is encrypted in transit and at rest. Access to your health information is limited to the clinicians involved in your care and authorised staff. If a breach affects your information, we will notify you and the Information Regulator as POPIA requires.

10. Cookies, Analytics and Advertising

A cookie is a small file that a website saves on your device, so the website can recognise your browser when you return. We use cookies and similar technologies to:

• Keep you signed in and remember your settings;
• Keep the platform secure and working properly;
• Understand how visitors use our website, using Google Analytics;
• Measure how well our advertising works, using the Meta Pixel.

Google Analytics and the Meta Pixel are used on our public website. They may record that you visited a page or started our questionnaire. We do not send them your questionnaire answers or any health information.

You can manage or block cookies in your browser settings. Blocking some cookies may affect how our platform works. You can also manage how Meta uses information for advertising in your Meta account settings.

11. Your Rights

Under POPIA, you have the right to:

• Know what personal information we hold about you and get a copy of it;
• Ask us to correct inaccurate or incomplete information;
• Ask us to delete your information, subject to the records we must keep by law;
• Object to processing, including for marketing;
• Withdraw any consent at any time. Withdrawing consent for your health information means we can no longer provide clinical care;
• Lodge a complaint with the Information Regulator.

To exercise any of these rights, email hello@liveloome.co.za.

12. Information Regulator

If you are unhappy with how we have handled your personal information, please contact us first so we can try to resolve it. You may also lodge a complaint with the Information Regulator of South Africa at inforegulator.org.za.

13. Emergencies

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

14. No Services to Anyone Under 18

Loome does not provide services to anyone under 18, and we do not knowingly collect their personal information. If you believe we have collected information from someone under 18, please contact us at hello@liveloome.co.za and we will delete it.

15. 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 shows the most recent update.

16. Contact

For any questions, requests or concerns about this Privacy Policy or how we handle your personal information, please contact our Information Officer:

Liveloome (Pty) Ltd
Registration number: 2026/351829/07
Email: hello@liveloome.co.za
Website: liveloome.co.za