Privacy Policy
Your privacy matters to us
Last Updated: September 2026
1. Data Protection
Protecting personal rights is integral to our corporate culture and built into our services and products. Barcelos is committed to ensuring that your privacy is protected. This policy explains how we collect, use, and safeguard your personal information when you visit our website, order from us through WhatsApp, or use our other services.
2. Collection and Use of Personal Data
Server Information
Our web servers temporarily log domain names, IP addresses, access dates, file requests, HTTP response codes, and referral sources. This information is collected for system security purposes and to ensure the proper functioning of our website.
Cookies
Our website uses cookies to customize your user experience. Cookies do not give us access to your system or your personal data. You can disable cookies through your browser settings, though this may affect some website functionality.
- Essential Cookies: Required for the website to function properly (e.g., session management, ordering).
- Analytics Cookies: Used to analyze site traffic and improve our services.
- Preference Cookies: Remember your settings and preferences for a better experience.
Personal Information
We do not collect personal data such as your name, address, phone number, or e-mail address unless you provide this information voluntarily. This includes when you submit information requests, participate in competitions, download vouchers, complete our franchise inquiry form, or message us on WhatsApp. Section 3 explains what happens when you order through WhatsApp.
3. Ordering Through WhatsApp
You can order from Barcelos by sending a message to our official WhatsApp number, which appears in WhatsApp as the verified business account “Barcelos South Africa”. Imperium Franchise Holdings (Pty) Ltd (registration number 1994/008868/07), which operates the Barcelos brand in South Africa, is responsible for the personal information collected through this service, including when your order is prepared by an independently owned Barcelos restaurant.
What we collect
- Your WhatsApp phone number and the profile name you have set in WhatsApp.
- The messages, voice notes, images and locations you send us, and our replies to you.
- Your order: the items, the restaurant you choose, and your collection or delivery details, including a delivery address and instructions where delivery is offered.
- Whether your payment succeeded and its transaction reference. You pay on a secure payment page run by our payment provider, currently Yoco, so we never see or store your full card details.
- Anything else you choose to tell us, such as your name, email address or how you like your order.
- Technical information WhatsApp provides about our messages, such as when they were delivered and read.
How we use it
- To take, price and confirm your order, and pass it to the Barcelos restaurant preparing it.
- To send you messages about that order, such as confirmation that it has been accepted, that it is ready, or that a refund has been made.
- To help you when you ask to speak to a person, and to handle queries, complaints and refunds.
- To remember your recent orders and preferences so that reordering is quicker. You can ask us to forget them at any time.
- To prevent fraud and misuse, and to improve the service.
Our automated assistant
Your messages are answered first by an automated assistant that uses artificial intelligence. It works only from our published menu and prices, and it shows you a summary of your order and the total to check before you pay. Voice notes are converted to text automatically so the assistant can read them. You can ask to speak to a member of our team. During trading hours the restaurant or our customer care team will reply, and outside those hours we will get back to you as soon as we can. While a person is helping you, the assistant stops replying.
The assistant cannot tell you whether a dish is safe for an allergy. If you mention an allergy, a member of our team will help you. We do not use the assistant to draw conclusions about sensitive matters such as your health, religion or family circumstances, and we do not keep allergy or health information as part of your customer profile.
Marketing on WhatsApp
Ordering from us does not sign you up for marketing, and you never have to agree to marketing in order to place an order. We only send you promotional WhatsApp messages if you have separately said yes to receiving them. You can stop them at any time by replying STOP or by telling us in the chat. Opting out of marketing does not stop messages about an order you have placed.
Who we share it with
- The Barcelos restaurant preparing your order, which receives only what it needs to fulfil it.
- WhatsApp (Meta Platforms), which carries our messages. Your use of WhatsApp itself is covered by WhatsApp's own terms and privacy policy.
- Our payment provider, currently Yoco, which processes your payment.
- Our technology service providers, who host the service and provide the artificial intelligence and speech-to-text processing. They act on our instructions under written agreements and may use your information only to provide their service to us.
- A delivery partner, where delivery is available and you choose it.
Some of these providers, including WhatsApp and our artificial intelligence providers, process information outside South Africa. Where that happens, we only use providers that are bound by laws or agreements giving your information substantially the same protection as POPIA, as section 72 of the Act requires.
How long we keep it
| Information | How long we keep it |
|---|---|
| Order, payment and refund records | 7 years from the transaction, because the law requires us to keep financial records. When you stop being a customer, we remove the link between these records and your phone number. |
| Voice notes (the audio) | Deleted within 7 days, once they have been converted to text. |
| Chat messages and voice note transcripts | 180 days, unless we need them to resolve an open complaint or dispute. |
| Preferences we have noted from your orders | Up to 12 months after the last order that supports them. Removed straight away if you tell us they are wrong. |
| Details you give us, such as your name or email address | While you remain a customer. Deleted on request, or after 24 months without an order. |
| Records of your marketing choices | As long as we need them to show that we respected your choice, including after you opt out. |
Keeping you safe
Only the verified “Barcelos South Africa” account is ours. We will never ask for your card number, PIN or a one-time password in a WhatsApp chat. Before we give out or change any of your information, we will confirm that the request really comes from you, because knowing your phone number alone is not enough.
4. Data Usage
Personal data provided to us is used solely for:
- Technical administration of the website
- Fulfilling your requests and inquiries
- Taking, fulfilling and supporting orders, including orders placed through WhatsApp
- Processing franchise applications
- Customer support and service delivery
- Marketing communications (only with your express consent)
Any use for marketing purposes requires your express consent and complies with South African legal requirements, including the Protection of Personal Information Act (POPIA).
5. Data Disclosure
Your personal data is only disclosed to official agencies when legally required, and to the service providers described in this policy who help us deliver our services. All employees with access to personal data are bound to confidentiality. We do not sell, trade, or otherwise transfer your personal information to third parties without your consent, except as described in this policy or as required by law.
6. Data Security
We implement appropriate technical and organizational measures to protect your personal data against unauthorized access, alteration, disclosure, or destruction. This includes secure data transmission, access controls, and regular security assessments.
7. Your Rights (POPIA Compliance)
Under the Protection of Personal Information Act (POPIA), you have the right to:
- Request access to your personal data
- Request correction of inaccurate information
- Request deletion of your personal data
- Object to the processing of your data
- Withdraw consent for marketing communications
Some records, such as order and payment records, must be kept for a period set by law even if you ask us to delete your information. In that case we keep only what the law requires and remove what we can.
8. Freedom of Information
You may request written information about your stored personal data at any time by contacting us. We will respond to your request within a reasonable timeframe as required by law.
9. Third-Party Services
Our website may contain links to third-party websites or integrate with third-party services (such as ServeUp for online ordering, and WhatsApp for ordering by message). We are not responsible for the privacy practices of these external services. We encourage you to review the privacy policies of any third-party services you use.
10. Changes to This Policy
We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated revision date. Your continued use of our website following any changes constitutes acceptance of the updated policy.
11. Contact Us
If you have any questions about this Privacy Policy or wish to exercise your rights regarding your personal data, please contact us:
Barcelos Head Office
Phone: +27 12 6600 450
Email: customercare@barcelos.co.za
Website: www.barcelos.co.za