PAIA Manual

This manual is published in terms of section 51 of the Promotion of Access to Information Act, 2000 ("PAIA"). It describes the records held by AuraTech Cleaning Solutions and explains how to request access to information.

Information Officer: The owner / designated representative of AuraTech Cleaning Solutions
Contact: hello@smcleaning.com
Physical address: Protea Village, Annlin, Pretoria, South Africa

The South African Human Rights Commission ("SAHRC") has published a guide on using PAIA, available from the SAHRC website or by contacting the Commission. This guide explains how to request information from public and private bodies, the fees involved, and available remedies.

We hold records relating to, among others:

• Customer records — names, contact details, booking history, addresses, service notes, and payment references;
• Financial records — invoices, payment confirmations, refunds, and tax-related documentation;
• Operational records — schedules, staff assignments, service logs, and quality complaints;
• Marketing & loyalty — promotion usage, loyalty balances, and communication preferences;
• Website & technical logs — authentication events, security logs, and aggregated analytics (where consented).

The following may be provided on informal request where appropriate:

• Published price lists and service descriptions on our website;
• Your own booking and account information via the signed-in dashboard or by verified email request;
• Public policies: Terms, Privacy, Refunds, and Cookies.

Submit a written request to hello@smcleaning.comwith subject line "PAIA request". Your request must:

• Provide sufficient detail to identify the record requested;
• State the preferred form of access (inspection, copy, or description);
• Indicate whether you request the information for personal use or on behalf of another;
• Include proof of identity where required.

We will respond within the timeframes prescribed by PAIA (typically 30 days, extendable in limited circumstances). A request fee may apply as permitted by the Act and related regulations.

Access may be refused where permitted by PAIA, including where disclosure would unreasonably infringe on another person's privacy, prejudice commercial confidentiality, or reveal legally privileged information. You will be notified of any refusal with reasons and advised of your right to internal appeal or review by the Information Regulator or a court.

Personal information is also processed under the Protection of Personal Information Act 4 of 2013 ("POPIA"). For routine privacy rights (access, correction, deletion), see our Privacy Policy. Formal PAIA requests may still be used for records not covered by routine POPIA processes.

This manual is available free of charge on our website at /legal/paia. A copy may be requested by email.

This manual may be updated when our records or contact details change. The "Last updated" date at the top reflects the latest revision.