Privacy Policy

1. Introduction

PalmHost ("PalmHost", "we", "our" or "us") respects your privacy and is committed to protecting the personal information we process in connection with our websites, products and services.

This Privacy Policy explains what personal information we may collect, why we collect it, how we use and protect it, when we may share it with third parties, and the rights you have in relation to your personal information.

PalmHost processes personal information in accordance with applicable South African law, including the Protection of Personal Information Act 4 of 2013 ("POPIA").

This Privacy Policy applies to personal information collected through PalmHost websites, customer and billing systems, support channels and services under our control.

It does not apply to information collected directly by independent third-party services that operate under their own privacy policies.

2. Who this policy applies to

This Privacy Policy applies to visitors to the PalmHost website, prospective customers, registered customers and other individuals who communicate with PalmHost or whose personal information is processed by PalmHost in connection with our services.

Our services include, where applicable:

• Web hosting;
• Business email hosting;
• Domain registration and transfer services;
• Website design and development;
• Website support and maintenance;
• Online shop and related website services;
• Customer and account management;
• Billing and payment processing; and
• Customer and technical support.

3. Personal information we collect

3.1 Identity and business information

This may include:

• Name and surname;
• Company or business name;
• Username or account information;
• Domain registration information where required; and
• Other information necessary to identify or manage your account.

3.2 Contact information

This may include:

• Email address;
• Telephone or mobile number;
• Physical or postal address;
• Billing address; and
• Information provided when contacting PalmHost for support or enquiries.

3.3 Account and service information

When you order or use our services, we may process information relating to:

• Hosting accounts;
• Domains;
• Email mailboxes;
• Website services;
• Service configuration;
• Support requests;
• Orders and invoices;
• Account status; and
• Service-related communications.

3.4 Information provided for website services

If you purchase website design, development or support services, you may provide information or materials such as:

• Website text;
• Images;
• Logos;
• Branding materials;
• Business information;
• Product or service information; and
• Other content required to provide the requested service.

3.5 Payment and transaction information

PalmHost may process information relating to payments and financial transactions.

For electronic payments, payment information may be processed by the relevant payment service provider.

For EFT payments, we may receive information such as the payer's name, payment reference, amount paid, date of payment and related transaction information so that payments can be identified and reconciled against customer accounts or invoices.

PalmHost does not require or intentionally store complete credit or debit card credentials that are processed by third-party payment providers.

3.6 Technical information

When you visit our website or use our services, certain technical information may be collected automatically. This may include:

• IP address;
• Browser and device information;
• Operating system;
• Pages visited;
• Referring pages;
• Approximate usage information;
• Server access and security logs; and
• Information contained in cookies or similar technologies.

We use this information where necessary for website functionality, security, troubleshooting, service operation and analysis.

3.7 Google Analytics

PalmHost may use Google Analytics to understand how visitors use our website and to help us improve its content, structure and performance.

Google Analytics may collect information about website visits, pages viewed, device and browser characteristics and other usage information through cookies or similar technologies.

Google processes information collected through its services in accordance with its own terms and privacy policies.

4. How we collect personal information

We may collect personal information when you:

• Visit or use the PalmHost website;
• Create a customer account;
• Purchase or enquire about a service;
• Register or transfer a domain;
• Create or manage hosting or email services;
• Submit a support request or contact form;
• Communicate with us by email, telephone or other support channels;
• Make a payment;
• Provide information for website design or development; or
• Otherwise voluntarily provide information to us.

Some technical information may also be collected automatically when you use our website or services.

5. How we use personal information

5.1 Providing and managing services

We use personal information to:

• Create and manage customer accounts;
• Provide hosting, email, domain and website services;
• Configure and maintain services;
• Register and manage domains;
• Provide technical and customer support;
• Process website design and development requests; and
• Communicate with you about services you have requested.

5.2 Billing and payments

We use personal information to:

• Create and manage invoices;
• Process or reconcile payments;
• Identify EFT payments;
• Manage account balances;
• Process renewals; and
• Maintain financial and transaction records.

5.3 Communication

We may use your contact information to send:

• Account and service notifications;
• Invoice and payment communications;
• Domain and hosting renewal reminders;
• Security or service-related notices;
• Responses to support requests; and
• Other communications necessary to administer your account or services.

5.4 Website and service improvement

We may use technical and usage information to understand how our website and services are being used, identify problems and improve our website, services and customer experience.

5.5 Security and fraud prevention

Information may be processed to protect customer accounts, websites, systems and infrastructure, investigate suspicious activity, prevent abuse and maintain the security of our services.

5.6 Legal and regulatory obligations

We may process and retain personal information where necessary to comply with legal, regulatory, accounting, tax or other applicable obligations, or to establish, exercise or defend legal rights.

6. Sharing personal information with third parties

PalmHost may share personal information with third parties where this is reasonably necessary to provide our services, operate our business, process transactions, meet legal obligations or protect our systems and customers.

6.1 Domain and infrastructure providers

Domain registration and hosting services may require information to be shared with relevant registrars, registry operators, upstream service providers and infrastructure providers.

The information shared will depend on the service and the requirements of the relevant provider or registry.

6.2 Payment providers

Payment-related information may be shared with the relevant payment service provider to process a transaction.

6.3 Service providers and technology providers

We may use third-party providers for services such as:

• Website analytics;
• Hosting and infrastructure;
• Email and communications;
• Billing and payment processing;
• Security;
• Technical support; and
• Other services necessary to operate PalmHost.

Where a third party processes personal information on our behalf, we take reasonable steps to ensure that appropriate confidentiality and security requirements apply.

6.4 Legal and regulatory disclosures

We may disclose personal information where required or permitted by law, regulation, court order, or a lawful request from an authorised government, regulatory or law-enforcement body.

7. International processing

Some third-party technology and service providers used by PalmHost may process or store information outside South Africa.

Where personal information is transferred to or processed in another country, PalmHost will take reasonable steps to ensure that the transfer or processing is handled in accordance with applicable data-protection requirements.

8. Data retention

PalmHost retains personal information for as long as reasonably necessary for the purposes for which it was collected, to provide and administer services, maintain appropriate business and financial records, resolve disputes, enforce agreements, protect our systems, and comply with applicable legal and regulatory requirements.

When personal information is no longer required, we will take reasonable steps to delete, destroy or otherwise dispose of it securely, subject to any legal or legitimate business requirement to retain it.

9. Security of personal information

PalmHost takes reasonable technical and organisational measures to protect personal information against loss, unauthorised access, unlawful processing, disclosure, alteration or destruction.

These measures may include access controls, authentication, server and network security measures, secure connections, system monitoring and other safeguards appropriate to the information and the risks involved.

No method of transmitting or storing information over the Internet can be guaranteed to be completely secure. We therefore cannot guarantee absolute security of information transmitted to or through our services.

Where PalmHost becomes aware of a security compromise involving personal information, we will respond and make any notifications required by applicable law.

10. Cookies and similar technologies

PalmHost may use cookies and similar technologies to provide essential website functionality, remember preferences, understand website usage and improve the website.

Third-party services such as Google Analytics may also use cookies or similar technologies for analytics purposes.

You can control or restrict cookies through your browser settings. Restricting certain cookies may affect some website functionality.

11. Your rights

Subject to applicable law, you may have the right to:

• Ask whether PalmHost holds personal information about you;
• Request access to personal information we hold about you;
• Request correction or updating of inaccurate or incomplete information;
• Request deletion of personal information where there is no lawful reason for us to retain it;
• Withdraw consent where processing is based on consent;
• Object to certain forms of processing where permitted by law; and
• Lodge a complaint regarding the processing of your personal information.

Some requests may be subject to lawful limitations or retention requirements.

For example, PalmHost may be required to retain certain information for accounting, tax, legal, domain-registration, security or other legitimate purposes.

POPIA provides data subjects with rights relating to their personal information, including rights concerning access, correction and deletion, subject to the Act and applicable limitations.

12. Marketing communications

PalmHost may send promotional or marketing communications where permitted by applicable law.

Where required, we will provide an appropriate way to opt out of marketing communications.

Opting out of marketing communications will not prevent us from sending essential service-related communications, such as invoices, renewal notices, security notifications or other messages necessary to administer your account or services.

13. Age requirement

PalmHost services are intended for individuals aged 18 years or older.

If you are under 18, you may not register for PalmHost services or enter into an agreement with PalmHost unless the registration and agreement are made or authorised by a parent or legal guardian who accepts responsibility for the account and applicable terms.

PalmHost may request information reasonably necessary to verify eligibility where appropriate.

14. Changes to this Privacy Policy

PalmHost may update this Privacy Policy from time to time to reflect changes to our services, systems, legal requirements or data-processing practices.

The latest version will be published on this page together with its updated date.

Where changes are material, PalmHost may provide additional notice where reasonably appropriate.

15. Contacting PalmHost about privacy

If you have a question about this Privacy Policy or would like to make a privacy-related request, please contact PalmHost at:

Please provide enough information for us to understand and process your request. We may need to verify your identity before providing access to or changing personal information.

You may also contact the Information Regulator of South Africa if you have concerns about the processing of your personal information.