Privacy policy

Privacy Policy
Lean Living Foods (Pty) Ltd
Last updated: 3 November 2026

At Lean Living, we value your privacy and are committed to protecting your personal information.

This Privacy Policy explains how Lean Living Foods (Pty) Ltd ("Lean Living", "we", "us" or "our") collects, processes, stores, uses and shares personal information when you visit our website, purchase our products, communicate with our team or use our services.

We process personal information in accordance with applicable South African legislation, including the Protection of Personal Information Act 4 of 2013 (POPIA).

This Privacy Policy should be read together with our website Terms & Conditions, including our policies relating to orders, deliveries, cancellations, refunds, replacements, returns and promotions.

1. Personal Information We Collect
Depending on how you interact with Lean Living, we may collect the following information:

Personal and Contact Information

• Full name and surname
• Email address
• Contact number
• Billing and delivery addresses
• Customer account information

Order and Transaction Information

• Products purchased and order history
• Order values, discounts and promotional codes
• Payment confirmations and transaction references
• Shipping and tracking information
• Refunds, returns, replacements and store credit records

Customer Support Information

• WhatsApp, email, telephone and social media communications
• Customer complaints, enquiries and feedback
• Photographs of products, packaging and damaged goods
• Batch numbers and product quality information
• Relevant courier correspondence and delivery records

Website and Technical Information

• IP address and browser information
• Device and website usage information
• Cookies and similar tracking technologies
• Shopping cart activity and website interactions

Find Your Plan Quiz
Our Find Your Plan quiz asks for details such as age, height, weight, activity level, food preferences and a short health check, for you and for anyone else you include. These answers are used inside your own browser to work out your estimates and are not sent to us. If you ask us to email your meal guide, we receive your first name, surname, email address, your marketing choice and a link to each guide. A guide link contains the guide settings: meal range, sex and goal, calorie and protein targets, meals per day and training choice. It does not contain body measurements, health-check answers or food notes. If you include another person, their guide link works the same way.

We collect only information reasonably necessary for legitimate business purposes, legal obligations and the services we provide.

2. How We Collect Personal Information
We may collect personal information when you:

• Place an order through our website.
• Create or access a customer account.
• Subscribe to our newsletter or marketing communications.
• Contact our customer support team.
• Participate in promotions, surveys or rewards programmes.
• Submit product reviews or feedback.
• Communicate with us through WhatsApp, email, telephone or social media.
• Interact with our website or advertisements.

We may also receive relevant information from authorised service providers, including payment processors, courier companies, website providers and customer support platforms.

3. How We Use Your Personal Information
Lean Living processes personal information for legitimate business purposes, including:

Order Processing and Fulfilment
We use customer information to process payments, prepare orders, arrange deliveries, provide tracking details and communicate order updates.

Customer Support and Complaint Resolution
We use customer information to investigate and resolve complaints relating to incorrect orders, damaged products, delivery issues, missing items and product quality.

This may include reviewing order histories, delivery records, photographs, batch information, customer communications and internal quality control records.

Refunds, Returns, Replacements and Store Credit
Where a customer requests a refund, return, replacement or store credit, we may process relevant personal information to verify the order, investigate the circumstances, assess the request and implement the approved resolution.

This information may be shared internally with authorised management, customer support, production, finance and logistics personnel where necessary.

All remedies remain subject to Lean Living's Terms & Conditions and applicable consumer protection legislation.

Marketing and Promotions
Where permitted by law, we may use customer contact information to communicate product launches, promotions, discounts, special offers, newsletters and other relevant marketing information.

Customers may opt out of direct marketing communications at any time.

Fraud Prevention and Business Protection
We may process information to identify potentially fraudulent transactions, verify payment information, investigate suspicious activity, protect our business and enforce our contractual rights.

Business Improvement
Customer feedback, complaints and purchasing information may be used to improve our products, packaging, delivery processes and overall customer experience.

4. Customer Communications and Complaint Records
Lean Living may retain records of customer interactions, including WhatsApp conversations, emails, order correspondence, photographs and complaint investigations.

These records may be used to:

• Verify the circumstances of customer complaints.
• Investigate delivery or product quality concerns.
• Confirm what resolutions were offered or implemented.
• Review refunds, replacements and store credit transactions.
• Support internal quality control and staff training.
• Respond to disputes, regulatory enquiries or legal claims.

Where a customer publishes a complaint or review publicly, Lean Living may respond with factual information necessary to address the matter and explain the actions taken.

We will not publicly disclose private customer information, confidential correspondence, payment details, residential addresses or other unnecessary personal information without an appropriate lawful basis.

Any public response will be limited to information reasonably necessary to address the issue and protect the legitimate interests of the parties involved.

5. Sharing Personal Information with Third Parties
Lean Living may share relevant personal information with trusted third-party service providers where reasonably necessary to operate our business.

These may include:

• Shopify: Website hosting, online orders and customer account management.
• Payment service providers: Secure payment processing, transaction verification and approved refunds.
• Courier and logistics providers: Order delivery, tracking, collection and delivery-related investigations.
• Customer support platforms: Managing customer enquiries and communications.
• Marketing service providers: Delivering authorised promotional communications and measuring campaign performance.
• Accounting and administrative service providers: Financial recordkeeping, reconciliation and business administration.

We only share information reasonably necessary for the relevant service or lawful business purpose.

We expect service providers processing personal information on our behalf to maintain appropriate confidentiality and security safeguards.

Lean Living does not sell customer contact information or customer databases to third parties for their independent marketing purposes.

6. Courier Services and Delivery Information
To fulfil customer orders, Lean Living shares necessary delivery information with appointed courier partners.

This may include:

• Customer name
• Delivery address
• Contact number
• Order reference
• Delivery instructions
• Relevant delivery or collection information

Courier partners may contact customers directly regarding delivery arrangements, tracking updates or collection requests.

Where delivery complaints arise, Lean Living may obtain and review relevant courier information, including tracking histories, proof of delivery, delivery photographs and correspondence.

Delivery obligations, shipping charges and customer responsibilities are governed by our separate Terms & Conditions.

7. Payment Information and Security
Payments made through our website are processed using the payment methods and payment service providers available at checkout.

Lean Living may retain payment confirmations, transaction references, payment status information and other records necessary for order processing, accounting, refunds and dispute resolution.

Payment card information is handled through the relevant payment service provider's systems and applicable security measures.

Customers should never share passwords, PINs or other sensitive banking credentials with our support team.

Where proof of payment is requested, the information will be used for payment verification and related administrative purposes.

8. Marketing Communications and Customer Consent
Lean Living may communicate with customers through email, SMS, WhatsApp or other authorised channels regarding products, promotions, special offers and relevant company updates.

Direct marketing will be conducted in accordance with POPIA and other applicable legislation.

Where consent is required, we will obtain the necessary consent before sending marketing communications.

Customers may unsubscribe or withdraw their marketing consent through the available unsubscribe function or by contacting our customer support team.

Opting out of marketing communications will not prevent Lean Living from sending necessary transactional messages relating to orders, payments, deliveries, refunds or customer service matters.

9. Cookies and Website Tracking
Our website may use cookies and similar technologies to improve website functionality, remember customer preferences, analyse website traffic and support marketing activities.

Cookies may collect information relating to browsing activity, device information, shopping cart behaviour and website interactions.

Some cookies are necessary for the website to function correctly, while others support analytics and advertising.

We may use analytics tools, including Microsoft Clarity, to understand how visitors use our website, for example which pages are visited and where people click and scroll, through usage statistics, heatmaps and session recordings. We set these tools to mask sensitive information, such as what you type into forms and your Find Your Plan quiz answers. For more about how Microsoft handles this data, see the Microsoft Privacy Statement: https://www.microsoft.com/privacy/privacystatement

Customers may manage or restrict cookies through their browser settings and any privacy controls made available on our website.

Disabling certain cookies may affect website functionality.

For further information about cookies used by Shopify, please visit: https://www.shopify.com/legal/cookies

10. Customer Accounts and Information Accuracy
Customers are responsible for ensuring that the personal information provided when placing an order is accurate and up to date.

This includes contact details, delivery addresses and other information required for successful order fulfilment.

Lean Living may use the information submitted at checkout to process and fulfil an order.

Customers are responsible for maintaining the confidentiality of their account login credentials.

If you believe your account has been accessed without authorisation, please contact us as soon as possible.

11. Storage and Protection of Personal Information
Lean Living takes reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

Access to customer information is limited to authorised personnel and service providers who require the information to perform their duties.

Although we take reasonable precautions, no electronic storage or communication system can be guaranteed to be completely secure.

Where required by law, Lean Living will notify affected individuals and the relevant authorities of qualifying personal information security breaches.

12. Retention of Personal Information
Lean Living retains personal information only for as long as reasonably necessary to fulfil the purposes for which it was collected or as required or permitted by applicable law.

This may include retaining information for:

• Order processing and customer account administration.
• Financial reporting and tax compliance.
• Customer support and complaint investigations.
• Refund, replacement and store credit records.
• Fraud prevention and security.
• Legal compliance and dispute resolution.

Once personal information is no longer required, we will take reasonable steps to securely delete, destroy or de-identify it, subject to applicable legal obligations.

13. International Processing and Storage
Certain technology providers used by Lean Living, including Shopify and other cloud-based service providers, may process or store information outside South Africa.

Where personal information is transferred internationally, Lean Living will take reasonable steps to ensure that such transfers comply with POPIA, including applicable requirements relating to adequate protection, contractual safeguards or other lawful transfer grounds.

14. Your Rights Under POPIA
Subject to applicable law, customers have the right to:

• Request confirmation of whether Lean Living holds their personal information.
• Request access to personal information held about them.
• Request correction or updating of inaccurate information.
• Request deletion or destruction of information where legally permitted.
• Object to certain processing of personal information.
• Withdraw consent where processing relies on consent.
• Opt out of direct marketing communications.
• Lodge a complaint with the Information Regulator of South Africa.

Certain requests may be limited where Lean Living is legally required or permitted to retain information, including financial, transaction or dispute-related records.

We may request reasonable identity verification before processing personal information requests.

15. Children's Personal Information
Our online store is intended for customers legally capable of making purchases or customers acting with appropriate parental or guardian assistance.

Lean Living does not intentionally collect personal information directly from children without an appropriate lawful basis.

Where personal information relating to a child is processed, we will comply with applicable POPIA requirements.

Parents or legal guardians may contact us regarding concerns about a child's personal information.

16. Third-Party Websites and Platforms
Our website may contain links to third-party websites, payment platforms, social media services or other external resources.

These third parties operate under their own privacy policies and terms.

Lean Living is not responsible for the privacy practices of independent third-party websites or platforms.

Customers are encouraged to review the applicable privacy policies before providing personal information to third parties.

17. Relationship with Our Terms & Conditions
This Privacy Policy governs the collection, processing, storage and protection of personal information.

Lean Living's separate Terms & Conditions govern commercial matters, including:

• Order processing and delivery.
• Shipping charges and delivery arrangements.
• Product storage and customer responsibilities.
• Order cancellations and amendments.
• Refunds, returns and replacements.
• Store credit and approved monetary refunds.
• Discount codes and promotional offers.
• Product quality complaints and dispute resolution.

Customer information collected in connection with these matters will be processed in accordance with this Privacy Policy.

Nothing in this Privacy Policy limits or excludes any rights or remedies available to customers under applicable South African law.

18. Changes to This Privacy Policy
Lean Living reserves the right to update this Privacy Policy to reflect changes in business operations, service providers, legal requirements or privacy practices.

The latest version will be published on our website together with the applicable last-updated date.

Where required by law, we will provide additional notice or obtain consent regarding material changes.

19. Complaints and Contact Information
If you have questions about this Privacy Policy, wish to exercise your personal information rights or have concerns about how your information is processed, please contact us:

Lean Living Foods (Pty) Ltd
Company registration number: 2020/778775/07
GM Industrial Park, Kempston Road, Sidwell, Gqeberha, 6001, South Africa
Email: support@leanliving.co.za
Customer Support WhatsApp: 072 803 0643
Website: www.leanliving.co.za

You may also lodge a complaint with the Information Regulator of South Africa: website inforegulator.org.za, complaints email POPIAComplaints@inforegulator.org.za.

By using Lean Living's website or services, you acknowledge that you have been informed of the personal information processing practices described in this Privacy Policy.