Privacy policy

Last updated: 13 September 2026

This Privacy Policy explains how Xciter Sports (Pty) Ltd, trading as Xciter Sports ("Xciter", "we", "us" or "our"), collects, uses, stores, shares and protects personal information when you visit www.xciter.co.za, shop online or in one of our stores, create an account, contact us, join our marketing lists, participate in an event or otherwise interact with us.

We process personal information in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA) and other applicable laws.

1. Personal information we collect

Depending on how you interact with us, we may collect:

  • Identity and contact information, including your name, email address, telephone number, billing address and delivery address.
  • Account information, login details and communication preferences.
  • Order and transaction information, including products purchased, order number, payment status, delivery details, returns, warranties and customer-service history.
  • Payment-related information. Payments are processed by our payment providers; we do not ordinarily receive or store your complete card details.
  • Product interests, preferences, reviews, survey responses, event participation and marketing preferences.
  • Device and usage information, including IP address, browser and device type, operating system, pages viewed, searches, clicks, referring pages, approximate location and identifiers associated with cookies, pixels and similar technologies.
  • Communications that you send to us by email, telephone, social media, chat or other channels.
  • Information required to prevent fraud, protect our systems, comply with law or resolve disputes.

2. How we collect personal information

We collect personal information:

  • Directly from you when you place an order, create an account, visit a store, contact us, complete a form, subscribe to marketing or participate in an event.
  • Automatically when you use our website, through cookies, pixels, tags and similar technologies.
  • From service providers that support our website, payments, delivery, analytics, advertising, customer service and fraud prevention.
  • From social media platforms or other third parties when you interact with Xciter through those services, subject to your settings and their privacy terms.

3. Why we process personal information

We use personal information to:

  • Process payments, fulfil orders, arrange delivery or collection, manage returns and provide warranty and after-sales support.
  • Create and administer customer accounts and loyalty or membership services.
  • Respond to enquiries and provide customer service.
  • Operate, secure, troubleshoot and improve our website, stores, products and services.
  • Understand customer demand, website usage and campaign performance.
  • Personalise content, product recommendations and advertising where permitted.
  • Send marketing communications where you have consented or where otherwise permitted by law.
  • Detect and prevent fraud, abuse, security incidents and unlawful activity.
  • Maintain financial, tax, operational and legal records and comply with our obligations.
  • Establish, exercise or defend legal claims.

We process personal information only where there is a lawful justification, which may include your consent, performance of a contract with you, compliance with a legal obligation, protection of your legitimate interests, or our legitimate interests or those of a third party where these do not unjustifiably prejudice your rights.

4. Cookies, analytics and advertising technologies

We and our service providers, including Shopify, Google and advertising or analytics partners, use cookies, pixels, tags and similar technologies to operate the website, remember preferences, understand how the website is used, measure sales and advertising performance, prevent fraud and, where permitted, personalise advertising.

These technologies may collect device and usage information such as your IP address, browser, device identifiers, pages viewed, interactions, referring website and advertising click identifiers. Some cookies are necessary for the website to function. Other cookies are used for analytics, measurement or advertising.

Where our cookie banner is displayed, you can accept, reject or manage non-essential cookies. You can change your choices through the Cookie Preferences link available on our website. Browser settings can also be used to block or delete cookies, although this may affect website functionality.

5. Google Ads Enhanced Conversions

We use Google Ads Enhanced Conversions to improve the accuracy of advertising measurement and attribution. When you complete a purchase, limited first-party information that you provided directly to us may be used for this purpose. This may include your email address, telephone number, name or address details, together with order and transaction information.

Customer identifiers used for Enhanced Conversions are normalised and securely hashed using a one-way SHA-256 process before being transmitted to Google, where applicable. Google uses the information to match conversions to interactions with our advertisements and to provide advertising measurement services. Simprosys assists us with the secure server-side transmission of this information to Google on our instructions.

We use this information only in accordance with applicable law, our customer consent settings, Google's customer data policies and the applicable data-processing terms. We do not intentionally send special personal information, information known to relate to children under 13, or information from products or services that Google prohibits from Enhanced Conversions.

Google may process this information outside South Africa. More information about Google's privacy practices and controls is available in the Google Privacy Policy.

6. When we share personal information

Shopify and Shopify Network Intelligence

Our online store is hosted by Shopify. When you visit our store or make a purchase, Shopify processes personal information to provide and improve the services used to operate our store.

Shopify may use information from your interactions with our store together with information from your interactions with other merchants and with Shopify to provide services, including fraud prevention, analytics, personalisation and advertising. Information may be shared with Shopify and other service providers and may be processed in countries outside South Africa, subject to applicable safeguards.

For more information about how Shopify processes personal information and the rights available to you, please review the Shopify Consumer Privacy Policy at https://www.shopify.com/legal/privacy/consumers and the Shopify Privacy Portal at https://privacy.shopify.com/.

We may share personal information with service providers and operators that help us run our business, including:

  • Shopify and providers that host, secure and support our online store.
  • Payment providers and financial institutions that process payments and help detect fraud.
  • Couriers, fulfilment partners and collection locations that deliver or make orders available to you.
  • Google, Simprosys and other analytics, advertising and marketing technology providers that measure performance or deliver advertising in accordance with your choices and applicable law.
  • Customer service, communications, review, website optimisation, security, IT and professional service providers.
  • Regulators, courts, law-enforcement bodies or other parties where disclosure is required or permitted by law.
  • A purchaser, investor or successor in connection with a proposed or completed business transaction, subject to appropriate safeguards.

Service providers may process personal information only for the services they provide to us, under their contracts and applicable law. We do not sell personal information for money. Certain laws may define some advertising-related disclosures as "sharing"; where applicable, we provide consent or opt-out controls.

7. International transfers

Some service providers, including Shopify and Google, may process personal information in countries outside South Africa. Where personal information is transferred internationally, we take reasonable steps to ensure that the transfer is permitted under POPIA and that appropriate contractual, organisational or legal safeguards apply.

8. Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Policy, including fulfilling orders, providing support, maintaining tax and accounting records, resolving disputes, preventing fraud and meeting legal requirements. When information is no longer required, we securely delete, destroy or de-identify it, subject to technical and legal limitations.

9. Security

We use reasonable technical and organisational safeguards designed to protect personal information against loss, misuse, unauthorised access, disclosure, alteration or destruction. Access is restricted to people and service providers who require it for authorised purposes.

No internet transmission or storage system can be guaranteed to be completely secure. If a security compromise involving personal information occurs, we will take appropriate steps and notify affected people and the Information Regulator where required by law.

10. Direct marketing

We may send you news, product information, events and offers where you have consented or where otherwise permitted by law. You can unsubscribe using the link in an email or contact us at info@xciter.co.za. Withdrawing from marketing does not prevent us from sending transactional or service messages about your orders or account.

11. Your rights

Subject to POPIA and applicable limitations, you may:

  • Ask whether we hold personal information about you and request access to it.
  • Ask us to correct, update or delete personal information that is inaccurate, irrelevant, excessive, outdated, incomplete, misleading or unlawfully obtained.
  • Object to certain processing of your personal information.
  • Withdraw consent where processing is based on consent, without affecting processing that occurred before withdrawal.
  • Ask us to stop direct marketing.
  • Lodge a complaint with the Information Regulator of South Africa.

We may need to verify your identity before responding to a request. To exercise your rights, email info@xciter.co.za. Information about the Information Regulator and its complaint channels is available on the Information Regulator's website.

12. Children's information

Our website and services are not directed at children under 13, and we do not knowingly use information relating to children under 13 for Enhanced Conversions. Where POPIA requires consent from a competent person for the processing of a child's personal information, we will seek that consent or rely on another lawful authorisation.

13. Third-party websites and social media

Our website may link to third-party websites or social media platforms. Their privacy policies govern information they collect, and we are not responsible for their privacy practices. Review the relevant third party's privacy information before providing personal information.

14. Changes to this Policy

We may update this Policy when our practices, services or legal obligations change. The current version will be published on this page with the date of the latest update. Where required, we will provide additional notice of material changes.

15. Contact us

For privacy questions, requests, objections, corrections, withdrawals of consent or marketing preference changes, contact:

Xciter Sports (Pty) Ltd
Email: info@xciter.co.za
Telephone: 010 443 0812
Address: Shop SH11, The Zone, Regent Place, Rosebank, Johannesburg, South Africa