Privacy Policy

Last updated: 4 November 2026

Reaching out about addiction takes courage, and what you share with us is personal. This policy explains what information Urban Recovery collects, why, and how we protect it, in line with the Protection of Personal Information Act 4 of 2013 (POPIA).

Who we are

Urban Recovery (Pty) Ltd is the responsible party for personal information collected through urbanrecovery.co.za and our services. Our Information Officer is Steven Smith.

Block C, First Floor, One Highveld, 5 Bellingham Street, Centurion, 0157
Email: info@urbanrecovery.co.za · Phone / WhatsApp: 076 402 7083

What we collect

  • Contact and booking forms: your name, phone number, email address and anything you choose to write in your message.
  • Assessments and programme participation: information you share with us during an assessment, coaching or the REBUILD programme, which may include information about your health and substance use.
  • Website usage: anonymous statistics such as pages visited, device type and approximate location, collected through Google Analytics using cookies.

Online self-assessments

The self-assessments on our website run entirely in your browser. Your answers and results are not saved on our server or sent to us. If you want to discuss your result, you choose whether to contact us.

Why we use your information

  • To respond to your enquiry and arrange an assessment or session.
  • To provide and plan your recovery support.
  • To send you information you have asked for, such as group times.
  • To understand how people use our website so we can improve it.

We do not sell your information, and we do not use it for marketing you have not asked for.

Health information

Information about your health and substance use is special personal information under POPIA. We only collect it with your consent, use it only to support your recovery, and keep it confidential. We do not claim from medical aid, so your treatment with us is not reported to a medical scheme.

Who we share it with

We only share your information when you agree to it, when the law requires it, or where there is a serious and immediate risk to your safety or someone else’s. We use trusted service providers to run our website, send email and measure website traffic (including Google), and they may process data on servers outside South Africa under their own privacy safeguards.

How we protect and keep it

We take reasonable technical and organisational steps to protect your information from loss, misuse and unauthorised access. We keep it only for as long as we need it to provide our services or as the law requires, and then delete or anonymise it.

Cookies

Our website uses cookies for basic functions and for Google Analytics. You can block or delete cookies in your browser settings; the site will still work.

Your rights

You may ask to see the personal information we hold about you, ask us to correct or delete it, or object to how we use it. Email info@urbanrecovery.co.za and we will respond within a reasonable time.

If you are unhappy with how we handled your information, please contact us first. You also have the right to complain to the Information Regulator of South Africa: inforegulator.org.za.

Changes to this policy

We may update this policy from time to time. The date at the top shows when it last changed.