Legal

Disclosure Requests

Important information for using VukaHustle.

VukaHustle Disclosure Requests Policy

vukahustle.com | UlulaLabs (Pty) Ltd, Registration number 2026/107064/07 | Effective date: 09 October 2026

1. About this policy

UlulaLabs (Pty) Ltd, trading as VukaHustle ("VukaHustle", "we", "us" or "our"), operates the VukaHustle platform, which merchants use to run their own online stores. This policy explains how to ask us for information we hold about a merchant, a store or a store's customers, and how we deal with those requests.

We respect the privacy of the people whose information we hold. We disclose personal information only where the Protection of Personal Information Act 4 of 2013 ("POPIA"), the Promotion of Access to Information Act 2 of 2000 ("PAIA") or another law requires or permits it, and only to the extent necessary.

2. Before you make a request

Contact the store first. Each store on the Platform is run by an independent merchant, not by VukaHustle. Once the merchant has completed and published them, the merchant's legal name, address, email and phone number appear in its store's Terms and Conditions, linked in the store's footer. Questions about an order, a delivery or a refund should go to the merchant.

Your own information. If you want access to, or correction or deletion of, your own personal information:

for information held by a store, contact that store; and
for information we hold about you, follow section 11 of our Privacy Policy.

Records under PAIA. Requests for access to records under PAIA must follow our PAIA Manual and use the prescribed Form 2.

Information we do not hold. We do not hold full card details or any merchant's or customer's funds. Card payments are processed by independent payment providers, and deliveries are carried out by independent couriers. Requests for that information should go to the relevant provider.

3. Types of requests we deal with

Who is asking	What we need
Police and law-enforcement agencies	A subpoena under section 205 of the Criminal Procedure Act 51 of 1977, a search warrant, or a direction or order under the Cybercrimes Act 19 of 2020 or other applicable law
Courts and parties to legal proceedings	A court order or subpoena issued by a South African court
Regulators and government bodies, such as the Information Regulator, the National Consumer Commission, SARS or the CIPC	A written request citing the statutory power under which the information is required
Members of the public, businesses and their lawyers, for example to identify a merchant in a dispute or an intellectual-property claim	A request under PAIA through our PAIA Manual, or a court order. We may also ask the merchant whether it consents to the disclosure.

We do not disclose personal information on the strength of an informal request, a letter of demand or a phone call alone.

4. How to make a request

Email your request to hello@vukahustle.com with the subject line "Disclosure request", marked for the attention of the Information Officer. Your request should include:

your full name, and the name of the organisation you represent, if any;
your role or capacity (for example, investigating officer, attorney of record or authorised official);
your contact details: an official email address, telephone number and physical or postal address;
a copy of your identity document or official identification;
proof of your authority to act, such as a letter of authority, power of attorney or appointment letter, if you act for someone else;
the store name and web address, account or order reference, or other details that identify the information you want;
a precise description of the information requested and the period it covers;
the legal basis for the request, with a copy of the subpoena, warrant, direction, court order or other legal process; and
the reason the information is needed, including, for a PAIA request, the right you wish to exercise or protect.

We may contact you to confirm your identity and authority, or to ask for more information, before we act on a request.

5. How we assess requests

For every request, we:

check that it comes from a genuine requester with proper authority;
check that it has a valid legal basis and is addressed to the correct entity, UlulaLabs (Pty) Ltd;
check that it is specific and limited to the information that is necessary; and
consider the rights of the people whose information is requested, and any grounds for refusal under PAIA.

We may refuse, or ask you to narrow, a request that is unclear, too broad, lacks a valid legal basis, or would require us to disclose information we are not lawfully permitted to disclose. Where we refuse, we will tell you why, unless the law prevents us from doing so.

6. What we disclose

If a request is valid, we disclose only the information that is required, in a secure format. Depending on the request, this may include:

merchant account information: the account holder's name, contact details, business details and the identity information provided at registration;
store information: the store name and web address, published content, and subscription and billing records with VukaHustle; and
order and customer records: order details and customer contact and delivery information held on a merchant's behalf.

7. Notifying the people concerned

We will normally tell the merchant concerned, and where appropriate the affected customer, about a request before we disclose their information, so that they have an opportunity to respond or to seek legal advice. We will not do so where:

the law, a court order or the requesting authority lawfully prohibits it;
notice would prejudice a criminal investigation or legal proceedings; or
there is an emergency under section 8.

Where we receive a request for information we hold as a merchant's operator, we will tell the merchant as required by our Data Processing Agreement, subject to the same exceptions.

8. Emergencies

If you believe there is an imminent and serious threat to a person's life or physical safety, email hello@vukahustle.com with the subject line "Emergency disclosure request", explaining the threat and why the information will help to prevent it. Where the law permits, we may disclose the minimum information necessary to prevent the harm before formal legal process is provided. We may require formal legal process afterwards.

9. Preservation requests

An authority investigating a matter may ask us to preserve specific information while it obtains formal legal process. We will preserve the information described in a valid preservation request or direction for 90 days, or for the period required by law, and may extend this on a further request. We will not disclose preserved information without valid legal process.

10. Complaints about content in a store

To report unlawful content, counterfeit goods or an infringement of your rights in a store on the Platform, email hello@vukahustle.com with the subject line "Content complaint". Include your contact details, the web address of the content concerned, the right you believe has been infringed or the law you believe has been breached, and a statement that the information in your complaint is true and correct. We will review the complaint and may refer it to the merchant, restrict the content or take other action under our Terms and Conditions. A content complaint does not, by itself, entitle you to personal information about the merchant; use the process in section 4 for that.

11. Response times and fees

We will acknowledge a request within 2 business days and tell you our decision within 30 days of receiving all the information we need, or sooner where the law or legal process requires it. PAIA requests are dealt with within the periods set by PAIA.

We do not charge law-enforcement agencies, courts or regulators for complying with a valid legal process. PAIA requests are subject to the prescribed fees set out in our PAIA Manual. For other requests, we may charge reasonable costs where the law permits, and will tell you in advance.

12. Records

We keep a record of each disclosure request we receive, the legal basis, what we disclosed and to whom, in order to show that we have acted lawfully.

13. Changes to this policy

We may update this policy as the law or our practices change. The current version, with its effective date, is always published on our website.

14. Contact details

Legal entity: UlulaLabs (Pty) Ltd, trading as VukaHustle
Registration number: 2026/107064/07
Physical address: Dynamic Technologies House, 2 Venus Rd, Melrose Estate, Johannesburg, South Africa
Disclosure requests: hello@vukahustle.com (subject line "Disclosure request")
Support tel: +27 010 040 1090
Support hours: Monday to Friday, 08:00 to 17:00 (South African time), excluding public holidays
Information Officer: Mr G. Schoeman (Director)
Website: vukahustle.com
Effective date: 09 October 2026