Privacy Policy

Last updated: 12 July 2026

Flow Realty ("we", "us") provides a property management and lead automation platform used by real estate agencies ("Agencies") operating on this platform. This policy explains what personal information we collect, why, and how it's handled, in line with South Africa's Protection of Personal Information Act (POPIA).

If you're a prospective tenant, buyer, or lead interacting with an Agency through this platform (e.g. booking a viewing, submitting an enquiry), the Agency is the responsible party for your information, and we process it on their behalf as an operator.

Information we collect

  • Contact details — name, cell number, email address, submitted via enquiry, viewing, or payment forms.
  • Viewing and lead activity — properties viewed, viewings booked, messages exchanged with an Agency.
  • Communication content — WhatsApp/SMS messages, emails, and call metadata routed through the platform.
  • Payment references — name, cell number, and transaction status for viewing fees processed via PayFast. We do not collect or store card details; these are handled entirely by PayFast.
  • Technical data — IP address, device/browser information, and cookies necessary to operate the site (e.g. confirming a viewing fee has been paid).

How we use it

  • To connect leads with Agencies and coordinate property viewings.
  • To send confirmations, reminders, and status updates via email, SMS, or WhatsApp.
  • To process and verify viewing-fee payments.
  • To generate analytics for Agencies (e.g. lead volume, viewing conversion) — this is aggregated at the Agency level.
  • To secure the platform and prevent fraud or abuse.

Who we share it with

We share personal information only where necessary to operate the service:

  • Twilio — for WhatsApp, SMS, and voice communication.
  • Google (Gmail) and Microsoft (Outlook/Azure) — where an Agency connects their mailbox to send and receive emails.
  • PayFast — to process viewing-fee payments. PayFast's own privacy policy governs how they handle payment card data.
  • Google Maps — to display property locations.
  • The relevant Agency whose property or listing you're interacting with.

We do not sell personal information to third parties.

Cookies

We use a small number of strictly necessary cookies — for example, to remember that a viewing fee has been paid so you aren't asked to pay again for the same property. These cookies don't track you across other sites.

Data retention

We retain lead, viewing, and payment records for as long as the associated Agency account is active, or as required to meet legal, accounting, or dispute-resolution obligations, after which it is securely deleted or anonymised.

Your rights

Under POPIA, you may request access to, correction of, or deletion of your personal information, or object to its processing. To exercise these rights, contact the Agency you interacted with directly, or reach us using the details below and we'll route your request accordingly.

Security

We apply reasonable technical and organisational measures — including encryption of sensitive identifiers and access controls — to protect personal information against loss, unauthorised access, or disclosure.

Changes to this policy

We may update this policy from time to time. Material changes will be reflected by updating the "Last updated" date above.