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From Here Food

PAIA manual

Prepared under section 51 of the Promotion of Access to Information Act 2 of 2000 (PAIA), as amended by section 110 of the Protection of Personal Information Act 4 of 2013 (POPIA), and the Regulations relating to the Promotion of Access to Information, 2021. Date of this manual: 17 October 2026.

1. About this manual

From Here Food (Pty) Ltd is a private company, registration number 2026/151169/07, registered on 19 February 2026. We are a delivery-only online grocery selling fresh produce, meat, home-made frozen meals and pantry goods at fromhere.co.za, delivering in Thornhill and parts of Nelson Mandela Bay, Eastern Cape.

PAIA gives you a right to ask for records a private body holds, when you need them to use or protect a right (section 50). This manual tells you who to contact, what records we hold, which you can get without a formal request, how to make a request and what it costs, and how we use personal information under POPIA.

2. Contact details: head of the private body and information officer

Our sole director, Jordan Clark, is the head of the company and its information officer. We have not appointed a deputy information officer.

  • Street address: 43 Castle Close, Crossways Farm Village, Thornhill, Eastern Cape
  • Postal address: the same as the street address
  • Phone: 067 001 1628 (Monday to Friday, 08:00 to 16:00)
  • WhatsApp: 068 455 7419
  • Email: admin@fromhere.co.za (please put "PAIA request" in the subject line)
  • Website: fromhere.co.za

3. The Regulator's guide on how to use PAIA

The Information Regulator publishes a guide on how to use PAIA and POPIA (section 10). It is free on inforegulator.org.za in all eleven official languages, from the Regulator using its Form 1, or from us free of charge (Regulation 3). You can read a copy in English and isiXhosa at our address during office hours; please arrange a time first.

4. Records you can get without a request

We have not published a description of records automatically available under section 52. Our Terms, our Privacy notice and this manual are on our website, free, for anyone to read.

5. Records available under other laws

  • Companies Act 71 of 2008: registration documents, Memorandum of Incorporation, director details and company records
  • Tax Administration Act 28 of 2011 and Income Tax Act 58 of 1962: accounting and tax records
  • Value-Added Tax Act 89 of 1991: VAT records, if the company is registered for VAT
  • Consumer Protection Act 68 of 2008: sales records, receipts and the terms of sale
  • Electronic Communications and Transactions Act 25 of 2002: the information an online seller must show, and records of electronic transactions
  • Protection of Personal Information Act 4 of 2013: records of how we process personal information
  • If we employ staff, labour laws such as the Basic Conditions of Employment Act 75 of 1997

6. Records we hold

  • Company records: registration documents; director records
  • Financial and tax records: accounting records (kept in Xero); bank records; supplier invoices; tax records
  • Customer records: name, email address and mobile number; delivery addresses; orders; payment references; refunds; WhatsApp order messages. These include about 466 records from the owner's earlier Shopify shop
  • Supplier records: the farms and producers we buy from; prices; purchase records
  • Website and server records: access logs (14 days); backups (30 days)
  • Staff records, only if we employ people

7. How to ask for a record

  • Use the Regulator's Form 2, "Request for access to record" (Regulation 7), from inforegulator.org.za or from us. Describe the record, say who you are, the form of access you want, a postal address in South Africa, and which right you want to use or protect and why you need the record (section 53).
  • Attach a copy of your identity document, and proof that you may act for someone if you ask on their behalf.
  • Send it by email to admin@fromhere.co.za, or by hand or post to our street address.
  • Our information officer will help you. If you can't write because of illiteracy or a disability, you can ask by phone or in person and we fill in the form for you (Regulation 7(2)).

Fees

These are the fees prescribed in Annexure B to the 2021 Regulations.

  • Request fee: R140.00, paid before we process the request (section 54(1))
  • Printed or photocopied page, A4: R2.00 per page
  • Copy on a flash drive you provide: R40.00; on a CD: R40.00 if you provide it, R60.00 if we do
  • Transcription of an audio record: R24.00 per A4 page; transcription or copies of visual images: the service provider's quote
  • Search and preparation: R145.00 for each hour after the first, at most R435.00 in total
  • Deposit: a third of the access fee if search and preparation will take more than six hours, repaid if we refuse
  • Postage or electronic transfer: the actual cost, if any

We tell you about fees in writing on Form 3, and may hold back the record until they are paid. You can complain to the Information Regulator or apply to court about the request fee or deposit.

How long it takes

We decide within 30 days of a complete request (section 56), and may extend this once by up to 30 days, telling you why within the first 30 (section 57). No decision in time counts as a refusal (section 58). A request about another person or business means we must consult them first, and different time limits apply.

Why a request may be refused

We must or may refuse a record when releasing it would unreasonably disclose someone else's personal information; disclose another party's trade secrets or confidential commercial information; breach a duty of confidence; endanger someone's life, safety or property; disclose privileged material; disclose our own trade secrets or harm our commercial interests; or disclose research to someone's serious disadvantage (sections 62 to 69). We must still release a record that shows a serious breach of the law or a serious public safety or environmental risk, where the public interest clearly outweighs the harm (section 70). We release the rest of a partly protected record (section 59), and tell you in an affidavit if a record can't be found or doesn't exist (section 55). If we refuse, we give our reasons.

If you are not happy with our decision

There is no internal appeal for a private body. You can complain to the Information Regulator within 180 days using its Form 5 (section 77A), or apply to court (section 78). The Information Regulator: Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191; 010 023 5200 (toll free 0800 017 160); enquiries@inforegulator.org.za; PAIAComplaints@inforegulator.org.za; POPIAComplaints@inforegulator.org.za; inforegulator.org.za.

8. How we use personal information (POPIA)

The detail is in our Privacy notice.

  • Why: to carry out orders; to keep the records the law requires; for security; for choices you consent to
  • Whose: customers (name, email, mobile number, delivery addresses, orders, payment references, refunds, WhatsApp order messages); gift recipients (the name, mobile number and delivery details the customer gives us); suppliers (the farms and producers we buy from, prices, purchase records)
  • Who receives it: Yoco (South Africa, payments); Meta for WhatsApp (United States, messages); Shipday (United States, deliveries); Google Maps (United States, addresses); Sentry (Germany, error reports with personal details removed); Resend (United States, email); Vercel (a United States company, website functions in Cape Town); domains.co.za (South Africa, our server and backups)
  • Abroad: some of these services are in the United States or Germany. We send personal information abroad under POPIA section 72(1)(a) and (c)
  • Security: encryption; access only for people who work for the shop; scrambled sign-in codes; a written agreement with each service
  • Your own information: you can ask what we hold about you, and ask us to correct or delete it, through our information officer

9. Where to get this manual

On our website; at our street address for inspection during office hours, by arrangement; and from us on request, free.

10. Updates

We review this manual regularly and update it when our records, services, contact details or the prescribed fees change. The date at the top shows the latest version.

Issued by Jordan Clark, director and information officer, From Here Food (Pty) Ltd.