1) Scope and acceptance

This policy applies to our website, online portals, and related digital channels that link to this policy (collectively, the “Website”). By using the Website, contacting us, requesting a quote, purchasing services, or otherwise interacting with us, you acknowledge that we may process your personal information as described here.

We may update this policy from time to time. The version displayed on the Website at the time of your interaction will generally apply.

2) What “personal information” means

“Personal information” generally means information that identifies you, relates to you, or can reasonably be linked to you. Examples can include contact details, identification information, account information, communications, usage data, and online identifiers.

Special personal information

POPIA also recognises “special personal information” (such as certain health, biometric, religious, trade union, or political information). We do not intentionally collect special personal information via the Website unless you voluntarily provide it or it is necessary for a lawful purpose.

3) When providing information is voluntary vs required

Some information is needed for us to provide services, verify your identity, process transactions, comply with legal duties, or respond to your requests. If you do not provide required information, we may be unable to conclude a contract, deliver services, or meet compliance obligations.

Other information is optional (for example, marketing preferences or survey responses). If you choose not to provide optional information, you can still use parts of the Website, but certain features may be limited.

4) When we process personal information

We process personal information for legitimate business purposes and only when permitted under POPIA. This may include processing:

• with your consent (where required);
• to enter into or perform a contract with you;
• to comply with legal obligations;
• to protect your interests or those of a third party; and/or
• for our legitimate interests (e.g., securing the Website, preventing fraud, improving services), where your rights do not override those interests.

5) What we collect

Information you provide

• Contact details (name, email address, phone number).
• Service enquiry details (address/coverage details, package preferences, installation details).
• Account and billing-related details (where applicable).
• Messages, emails, call logs, support tickets, and other communications with us.

Information we collect automatically

• Device and browser data (e.g., device type, OS, browser type, language).
• Website usage data (pages visited, time spent, referring URLs, clicks, interactions).
• Online identifiers (IP address, cookie IDs or similar identifiers).
• Approximate location derived from IP address (not precise GPS), where available.

Information we may receive from third parties

• Publicly available sources and records (where lawful and relevant).
• Service providers that support payments, messaging, analytics, hosting, or customer support.
• Partners or contractors involved in installation, field services, or service delivery (where relevant).
• Regulators, law enforcement, or other authorities where legally required.

6) Why we use personal information

We may use personal information to:

• provide, operate, and support our products and services;
• respond to enquiries, requests, complaints, and support cases;
• create and manage customer accounts (where applicable);
• process payments and administer billing (where applicable);
• perform identity verification and fraud prevention checks (where appropriate);
• communicate important notices (service updates, policy changes, security messages);
• comply with legal, regulatory, and contractual obligations;
• improve our Website, services, and customer experience (including analytics and troubleshooting);
• conduct research and reporting in an aggregated or de-identified form where feasible; and
• market our products/services where permitted (see section 7).

7) Marketing communications

Where permitted by law, we may send you marketing communications about our products and services via email, SMS, phone, or similar channels. Where the law requires consent (for example, certain electronic marketing to non-customers), we will ask for it before sending such messages.

You can opt out of marketing at any time by using the unsubscribe option in a message (if provided) or by contacting us using the details in section 12.

8) When we share personal information

We may share personal information with:

• Service providers (hosting, IT support, email/SMS providers, analytics tools, payment processors, customer support platforms).
• Contractors and partners needed to deliver services (e.g., installation or field support), where applicable.
• Professional advisers (legal, auditors, insurers) where necessary.
• Regulators and authorities when required by law, court order, or to prevent/prosecute fraud and crime.

We do not sell your personal information. Where we use third parties, we aim to ensure they process personal information only on our instructions and implement appropriate safeguards.

9) Cross-border transfers

If we transfer personal information outside South Africa (for example, to cloud service providers or support vendors), we will take reasonable steps to ensure appropriate protection consistent with POPIA. This may include contractual safeguards, assessments of recipient protections, and security controls.

10) Security

We implement reasonable technical and organisational measures to protect personal information against loss, misuse, unauthorised access, alteration, or disclosure. Measures may include access controls, monitoring, encryption where appropriate, secure hosting, and staff awareness.

No system is perfectly secure. If you suspect a security issue, please contact us immediately using the details in section 12.

11) Retention

We keep personal information only for as long as needed for the purposes described in this policy, unless a longer retention period is required or permitted by law, a contract, or for legitimate business needs (such as dispute resolution, compliance, or audit requirements).

12) Cookies and similar technologies

Cookies are small text files stored on your device that help websites function and improve user experience. We may use cookies and similar technologies to: enable core site features, remember preferences, measure performance, understand usage, and help prevent fraud.

Types of cookies we may use

• Essential cookies: required for basic website operation and security.
• Preferences cookies: remember your settings and choices.
• Analytics cookies: help us understand how visitors use the Website so we can improve it.
• Marketing cookies: used to measure the effectiveness of campaigns or show relevant offers (where applicable).

Managing cookies

You can manage cookies through your browser settings (including deleting cookies or blocking new ones). If you block essential cookies, some features of the Website may not work correctly.

Optional: If you use a cookie banner/consent tool, add a link here to “Cookie Settings” and describe the tool/vendor.

13) Your rights and choices

Subject to POPIA and other applicable laws, you may:

• request confirmation of whether we hold personal information about you;
• request access to your personal information (and information about how it is used);
• request correction, updating, or deletion of inaccurate or unlawfully held information;
• object to certain processing on reasonable grounds (where applicable);
• withdraw consent where processing is based on consent (this may affect our ability to provide services); and
• lodge a complaint with us and/or the Information Regulator (South Africa).

To protect your information, we may ask you to verify your identity before processing a rights request.

Information Regulator (South Africa)

Email: POPIAComplaints@inforegulator.org.za
Postal: P.O. Box 31533, Braamfontein, Johannesburg, 2017
Physical: JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001

14) Contact us

If you have questions about this policy or how we process personal information, please contact our Information Officer (or Deputy Information Officer).