PRIVACY POLICY

1. WHO RUNS THIS WEBSITE

This website and booking system are operated by OPULENCE FLOW (PTY) LTD ("Opulence Flow", "we", "us", "our"), a private company registered in South Africa (registration number 2026/823815/07), on behalf of the dental practice featured on this website (the "Practice").

We help the Practice manage enquiries and book assessments. We are a marketing and appointment-booking service provider. We are not a dental or healthcare provider, and all clinical care is provided by the Practice.

This Privacy Policy explains how your personal information is collected, used, shared and protected when you use this website, in line with the Protection of Personal Information Act 4 of 2013 ("POPIA").

2. WHO IS RESPONSIBLE FOR YOUR INFORMATION

The Practice is the "responsible party" for your personal information – it decides why and how your information is used to arrange your assessment and care.

Opulence Flow is the Practice's "operator". We process your information on the Practice's behalf and on its instructions, under a written agreement that requires us to keep it confidential and secure.

3. WHAT INFORMATION WE COLLECT

3.1 Information you give us when you book:

• your first name and surname;
• your email address;
• your mobile phone number; and
• the date and time you choose for your assessment.

If you book on behalf of a child, the details you provide may be yours, your child's, or both.

3.2 Information created when we contact you:

• SMS and email messages between you and the Practice's booking team; and
• recordings of phone calls with the booking team (see section 3.4).

3.3 Information collected automatically:

• device and browser information, IP address, pages visited and how you arrived on this website; and
• data collected by the Meta Pixel (see section 9).

3.4 Call recordings: Phone calls with the booking team may be recorded for quality, training and record-keeping purposes. You will be told at the start of the call, and you may ask for the call not to be recorded.

3.5 Health information: This website does not ask for any medical or dental history. Your booking shows that you, or your child, are interested in an orthodontic assessment (such as braces or clear aligners). We treat this as confidential and share it only with the Practice. Please do not send us medical information by SMS or email – discuss it directly with the Practice at your appointment.

4. HOW YOUR INFORMATION IS USED

Your information is used to:

• book, confirm, reschedule and remind you about your assessment;
• answer your questions about the assessment, treatment options, pricing and payment options;
• follow up with you about your enquiry if you do not book or do not attend (see section 6);
• pass your booking to the Practice so it can prepare for and carry out your assessment;
• send you offers and news from the Practice, if you have agreed to receive them (see section 6);
• measure and improve the Practice's advertising and this website; and
• comply with the law.

5. LAWFUL BASIS

Your information is processed on one or more of these grounds under section 11 of POPIA: your consent; taking steps you have asked for before entering into a contract (booking your assessment); compliance with the law; and the legitimate interests of the Practice in responding to and following up on enquiries.

6. MESSAGES WE SEND YOU

6.1 Booking messages: confirmations, reminders and messages about rescheduling your assessment.

6.2 Follow-up about your enquiry: if you do not book, or do not attend, the booking team may follow up with you by SMS and email about the assessment you enquired about for up to 90 days.

6.3 Offers and news: the Practice will only send you promotional messages (for example, special offers or invitations to return) if you have ticked the box agreeing to receive them, or if you are an existing patient of the Practice and were given the chance to opt out, as permitted by section 69 of POPIA.

6.4 Messages are sent in the Practice's name. The Practice may also contact you directly, including by WhatsApp.

6.5 You can stop messages at any time by replying STOP to any SMS, clicking "unsubscribe" in any email, or emailing jose@opulenceflow.com. We will stop sending messages within a reasonable time, and no later than 5 working days.

7. CHILDREN

Assessments for anyone under 18 must be booked by a parent or legal guardian. By booking for a child, you confirm that you are their parent or legal guardian and that you consent to the processing of the child's personal information for the purposes in this policy. A parent or guardian must attend the assessment with the child.

8. WHO YOUR INFORMATION IS SHARED WITH

Your information is never sold. It is shared only with:

• the Practice, which receives your booking in its calendar;
• HighLevel, Inc. (GoHighLevel) – website, booking calendar, contact database, SMS, email and call recording;
• the Practice's calendar provider (such as Google Calendar or Microsoft Outlook), where the booking calendar is synced;
• Meta Platforms, Inc. – advertising measurement through the Meta Pixel; and
• regulators, law enforcement or courts where required by law.

These service providers may only use your information to provide their services and must keep it confidential and secure.

9. COOKIES AND THE META PIXEL

This website uses cookies and the Meta Pixel, a tool provided by Meta (Facebook and Instagram). The Meta Pixel records actions on this website, such as visiting a page or making a booking, so the Practice can measure its advertising and show relevant ads. Meta may link this information to your Facebook or Instagram account under Meta's own privacy policy. You can block cookies in your browser settings and manage your ad preferences in your Facebook or Instagram settings.

10. INFORMATION STORED OUTSIDE SOUTH AFRICA

Some service providers, including HighLevel and Meta, store information outside South Africa, mainly in the United States. Information is only transferred outside South Africa in line with section 72 of POPIA – where the recipient is bound by laws, binding corporate rules or agreements that give adequate protection, or where the transfer is necessary to arrange the assessment you asked for.

11. HOW LONG YOUR INFORMATION IS KEPT

• In our systems, your information is kept only while we provide services to the Practice. When that engagement ends, your information is handed to the Practice and deleted from our systems.
• Enquiry follow-up ends after 90 days, or sooner if you opt out.
• If the Practice later asks us to contact its existing contacts again (for example, with a new offer), we only use information the Practice is allowed to use for that purpose, and we delete it from our systems within 90 days after that campaign ends.
• Call recordings are kept for up to 90 days.
• The Practice keeps patient records according to its own legal and professional obligations.

12. HOW YOUR INFORMATION IS PROTECTED

Reasonable technical and organisational measures are used to protect your information against loss, misuse and unauthorised access, as required by section 19 of POPIA. These include restricted access, strong passwords and two-factor authentication. If there are reasonable grounds to believe your information has been accessed or acquired by an unauthorised person, we will inform the Practice immediately, and you and the Information Regulator will be notified as required by section 22 of POPIA.

13. YOUR RIGHTS

Under POPIA you have the right to:

• ask what personal information is held about you and request a copy;
• ask for your information to be corrected or deleted;
• object to the processing of your information, including for direct marketing, at any time;
• withdraw your consent at any time; and
• lodge a complaint with the Information Regulator.

You can make a request to the Practice directly, or email jose@opulenceflow.com and we will pass it to the Practice and help it respond. See our POPIA Notice for details.

14. CHANGES TO THIS POLICY

This policy may be updated from time to time. The latest version will always be on this page with its "Last updated" date.

15. CONTACT AND COMPLAINTS

For any privacy question or request, contact the Practice or:

If you are not satisfied, you may complain to the Information Regulator (South Africa):