Privacy Policy

1. Introduction

1.1 This Privacy Policy explains how Sethala (Pty) Ltd processes personal information in relation to Meshtrack, the Meshtrack website, enquiry forms, sales follow-up, quotations, invoices, hardware supply, SaaS subscriptions, account activation, app management, support, billing, marketing, security and related services.

1.2 Meshtrack is an app and platform-based product. In the ordinary course, Sethala processes personal information relating to website enquiries, prospective customers, customer representatives, account administrators, billing contacts, delivery contacts, support contacts and authorised users of the Meshtrack app or platform.

1.3 Sethala does not, as part of its ordinary website enquiry, sales, invoicing, account-management or support process, intentionally collect or process personal information of the Customer’s own end-users, employees, contractors, visitors or other persons who may be managed, monitored or tracked by the Customer at its own site.

1.4 Where a Customer independently configures Meshtrack or its own site processes in a way that involves identifiable persons, the Customer remains responsible for that processing, including any required notices, consents, lawful basis, internal policies, access controls and compliance with POPIA or other applicable laws.

1.5 Sethala respects privacy and aims to process personal information lawfully, fairly, transparently and securely.

1.6 This Privacy Policy applies to website visitors, enquirers, prospective customers, customers, account owners, authorised users, billing contacts, delivery contacts, support contacts and marketing contacts.

1.7 This Privacy Policy should be read with the Meshtrack Terms of Service and Meshtrack Security Policy.

2. Who we are

2.1 Meshtrack is provided by Sethala (Pty) Ltd.

2.2 Website: https://meshtrack.co.za.

2.3 Privacy contact email: [email protected].

2.4 Information Officer / Deputy Information Officer: Berdina Schurink.

2.5 Additional company information is available from Sethala on request or through the website contact or legal information page, where published.

3. Sethala’s role and the Customer’s role

3.1 Sethala is generally the Responsible Party for personal information that Sethala collects and uses for its own purposes, including website enquiries, sales follow-up, quotations, invoicing, billing, delivery, customer account administration, support, marketing, security and business administration.

3.2 The Customer is responsible for deciding how Meshtrack is deployed and used at the Customer’s own site.

3.3 If the Customer uses Meshtrack or related site processes to manage, identify, monitor or track its own personnel, contractors, visitors, assets, custodians or other persons, the Customer is responsible for ensuring that this is lawful and properly communicated to those persons.

3.4 Sethala’s ordinary processing is limited to the information reasonably required to provide and manage Meshtrack, including customer account, billing, app management, support, security and technical service information.

4. Personal information we may collect

4.1 We may collect or process the following categories of personal information:

4.1.1 identity information, including name, surname, job title, role and organisation;

4.1.2 contact information, including email address, telephone number, mobile number, business address and delivery address;

4.1.3 enquiry information, including information submitted through the Meshtrack enquiry form, such as company or organisation name, country, city, industry, number of sites, approximate floor area, number of items to track, timeline, use case and message content;

4.1.4 sales and requirements information, including notes from calls, emails, meetings, demonstrations, site requirements, solution requirements, deployment size, hardware needs, SaaS requirements and commercial discussions;

4.1.5 quotation and invoice information, including quotations, Xero invoices, purchase orders, payment status, billing address, VAT details, transaction references and renewal information;

4.1.6 account information, including username, role, permissions, account settings, login activity and administrator details;

4.1.7 order and delivery information, including hardware supplied, delivery address, courier details, serial numbers, manufacturer warranty records and support records;

4.1.8 technical information, including IP address, browser, device information, app version, operating system, user agent, logs, diagnostics and system events;

4.1.9 app-management information, including customer account settings, authorised user roles, device configuration, site configuration, hardware status, connectivity status, service logs, audit logs and other information required to manage and support the Meshtrack app and platform;

4.1.10 support information, including queries, tickets, diagnostic data, screenshots, call notes, emails, attachments and correspondence;

4.1.11 marketing information, including preferences, campaign interactions, event registrations, demo requests, lead sources, website interactions and unsubscribe records; and

4.1.12 security information, including authentication logs, audit logs, access logs, incident records and fraud-prevention information.

4.2 Sethala does not require Customers to provide personal information of the Customer’s employees, contractors, visitors or other end-users for the ordinary operation of the website enquiry, sales, invoicing, account-management and support process.

4.3 If a Customer chooses to include personal information of other persons in support tickets, emails, attachments, screenshots or configuration data, the Customer is responsible for ensuring that it is authorised to do so.

5. How we collect personal information

5.1 We collect personal information when:

5.1.1 a person visits the Meshtrack website;

5.1.2 a person submits an enquiry form;

5.1.3 a person asks us to contact them about Meshtrack;

5.1.4 we communicate with a prospective customer about requirements, pricing, hardware, SaaS, deployment or support;

5.1.5 Sethala issues a quotation, proposal, Xero invoice or other payment request;

5.1.6 a Customer pays an invoice or provides proof of payment;

5.1.7 hardware is ordered, configured, dispatched, delivered or linked to an account;

5.1.8 a Customer creates or activates an account;

5.1.9 an authorised user accesses the Meshtrack platform or app;

5.1.10 the platform generates app-management, technical, support, service, audit or security information;

5.1.11 a person contacts support;

5.1.12 a person subscribes to marketing communications;

5.1.13 a payment, accounting, courier, hosting or support provider sends us information; or

5.1.14 our systems automatically record technical, usage, cookie or security information.

6. Purposes of processing

6.1 Sethala processes personal information for the following purposes:

6.1.1 to operate the Meshtrack website;

6.1.2 to receive and respond to enquiries;

6.1.3 to contact prospective customers about Meshtrack;

6.1.4 to understand customer requirements and recommend appropriate hardware, SaaS or deployment options;

6.1.5 to prepare quotations, proposals, invoices and order confirmations;

6.1.6 to process payments, refunds and billing queries;

6.1.7 to supply and deliver hardware;

6.1.8 to activate and administer SaaS subscriptions;

6.1.9 to create and manage Customer accounts;

6.1.10 to provide, manage and support the Meshtrack platform and app;

6.1.11 to configure devices, customer accounts, authorised user roles and app settings;

6.1.12 to provide support, diagnostics, troubleshooting and maintenance;

6.1.13 to send service communications, renewal reminders, account notices and security notices;

6.1.14 to maintain security and prevent misuse, fraud or unauthorised access;

6.1.15 to comply with legal, tax, accounting and regulatory obligations;

6.1.16 to improve Meshtrack, including through analytics and aggregated insights;

6.1.17 to communicate with prospective and existing customers; and

6.1.18 to send marketing communications where permitted.

7. Legal basis for processing

7.1 Depending on the context, Sethala processes personal information where:

7.1.1 processing is necessary to perform a contract or take steps before entering into a contract;

7.1.2 processing is necessary to provide information, quotations, invoices, hardware, SaaS access, app management, support or related services requested by the Customer or prospective Customer;

7.1.3 processing is necessary to comply with legal, tax, accounting or regulatory obligations;

7.1.4 processing protects a legitimate interest of Sethala, the Customer or a third party;

7.1.5 consent has been given; or

7.1.6 processing is otherwise permitted under applicable law.

8. Enquiry form and sales follow-up

8.1 When a person submits the Meshtrack enquiry form, Sethala uses the submitted information to understand the enquiry and contact the person about Meshtrack.

8.2 Submitting an enquiry form does not create a purchase, subscription or binding order.

8.3 Sethala may contact the enquirer by email, telephone, messaging platform or other reasonable communication method to discuss the enquiry, confirm requirements, arrange a demonstration or prepare a quotation or invoice.

8.4 If the enquirer does not wish to proceed, they may ask Sethala to stop contacting them about the enquiry, subject to any lawful record-keeping requirements.

8.5 If the enquirer separately opts in to marketing communications, Sethala may send marketing communications until the person unsubscribes or withdraws consent.

9. Customer deployment and end-user information

9.1 Sethala does not, as part of its ordinary website enquiry, sales, invoicing, account-management or support process, intentionally collect or process personal information of the Customer’s own end-users, employees, contractors, visitors or other persons who may be managed, monitored or tracked by the Customer at its own site.

9.2 Sethala’s ordinary processing is limited to the information reasonably required to respond to enquiries, communicate with prospective and existing customers, prepare quotations, issue invoices, process payments, deliver hardware, activate accounts, manage the Meshtrack app, provide support, maintain security and administer the Meshtrack service.

9.3 The Customer is responsible for deciding how Meshtrack is deployed and used at the Customer’s own site.

9.4 If the Customer uses Meshtrack or related internal site processes in a way that involves identifiable persons, the Customer is responsible for ensuring that such use is lawful, fair, transparent and proportionate.

9.5 The Customer is responsible for providing any required notices, obtaining any required consents, establishing a lawful basis for processing, limiting access, setting appropriate retention periods and complying with POPIA, workplace privacy requirements, employment requirements and any applicable internal policies.

9.6 If the Customer includes personal information of its own end-users, employees, contractors, visitors or other persons in support requests, screenshots, emails, attachments, configuration fields or other information supplied to Sethala, the Customer is responsible for ensuring that it is authorised to do so.

9.7 Sethala may process app-management, technical, diagnostic, service, audit, security and support information required to operate, manage, secure and support Meshtrack.

10. Direct marketing

10.1 Sethala may send direct marketing communications where permitted by law.

10.2 Electronic marketing will be sent only where Sethala has a lawful basis to do so, including consent where required.

10.3 Marketing communications will include an unsubscribe mechanism or other reasonable way to opt out.

10.4 Service communications are not marketing communications. Service communications include enquiry responses, quotation emails, invoice emails, order confirmations, support notices, renewal reminders, payment notices, security alerts, account notices and policy updates.

10.5 If a person unsubscribes from marketing, Sethala may still send service communications where necessary.

11. Sharing personal information

11.1 Sethala may share personal information with:

11.1.1 hosting and cloud infrastructure providers;

11.1.2 accounting, quotation and invoicing providers, including Xero if used;

11.1.3 payment providers and banks;

11.1.4 courier and logistics providers;

11.1.5 support and ticketing providers;

11.1.6 communication and email providers;

11.1.7 analytics and monitoring providers;

11.1.8 CRM or sales management providers, if used;

11.1.9 professional advisers;

11.1.10 regulatory, tax, law enforcement or legal authorities where required or permitted;

11.1.11 service providers supporting Meshtrack; and

11.1.12 third parties where the Customer instructs or authorises integration.

11.2 Sethala does not sell personal information.

12. Cross-border transfers

12.1 Sethala may process or store personal information using service providers or infrastructure located in South Africa or other countries.

12.2 Where personal information is transferred outside South Africa, Sethala will take reasonable steps to ensure that appropriate safeguards are in place as required by applicable law.

12.3 Customers must ensure that their own use of Meshtrack permits cross-border processing where applicable.

13. Security

13.1 Sethala uses reasonable technical and organisational measures to protect personal information against loss, unauthorised access, damage, destruction and unlawful processing.

13.2 Security measures may include access control, authentication, encryption where appropriate, audit logs, backups, role segregation, monitoring and internal controls.

13.3 No system is completely secure. Customers and authorised users must also protect passwords, devices, networks and account access.

13.4 Customers must promptly notify Sethala of suspected unauthorised access, compromised credentials, lost devices, unusual activity or security concerns affecting Meshtrack.

13.5 Further information is provided in the Meshtrack Security Policy.

14. Security incidents

14.1 If Sethala becomes aware of reasonable grounds to believe that personal information processed by Sethala has been accessed or acquired by an unauthorised person, Sethala will take reasonable steps to investigate, contain and remediate the incident.

14.2 Where legally required, Sethala will take steps to notify affected persons and/or the Information Regulator as required by applicable law.

14.3 Where an incident affects a customer account or service, Sethala may contact the customer using the account, billing, administrative or support contact details on record.

15. Retention

15.1 Sethala retains personal information only for as long as reasonably required for the purpose for which it was collected or processed, unless longer retention is required or permitted by law.

15.2 Retention periods may differ for enquiry data, sales records, quotations, invoices, billing records, hardware order records, support tickets, account data, audit logs, security logs, backups and anonymised analytics.

15.3 Sethala may retain records required for legal, tax, accounting, audit, security, dispute resolution and legitimate business purposes.

15.4 Backup deletion may occur according to Sethala’s ordinary backup lifecycle and may not be immediate.

16. Data subject rights

16.1 Data subjects may have rights under POPIA, including rights to access, correct or delete personal information, object to processing and lodge complaints with the Information Regulator.

16.2 Requests may be sent to Sethala’s privacy contact.

16.3 Sethala may require proof of identity before processing a request.

16.4 Complaints may be lodged with the Information Regulator South Africa through the contact details published at https://inforegulator.org.za.

17. PAIA / POPIA Manual

17.1 Sethala’s PAIA / POPIA Manual is available on request and/or through the website, where published.

17.2 The PAIA / POPIA Manual provides further information about access to records and data subject rights.

18. Consequences of not providing personal information

18.1 If required personal information is not provided, Sethala may be unable to respond to an enquiry, contact the enquirer, prepare a quotation, issue an invoice, process payment, deliver hardware, activate an account, provide support, verify authority or provide Meshtrack.

19. Cookies and similar technologies

19.1 The Meshtrack website may use cookies, pixels, analytics tools, session technologies and similar technologies.

19.2 Cookies are small files or technologies placed on or accessed from a user’s device to help websites function, remember preferences, analyse usage, improve performance, support security and support marketing.

19.3 Sethala may use the following types of cookies or similar technologies:

19.3.1 strictly necessary cookies, which are required for website operation, security, forms, sessions and account functions;

19.3.2 functional cookies, which remember preferences and improve user experience;

19.3.3 analytics cookies, which help Sethala understand website usage and performance;

19.3.4 marketing cookies, which may support campaign measurement, remarketing or relevant advertising; and

19.3.5 security cookies, which help detect fraud, abuse, suspicious activity or unauthorised access.

19.4 Sethala may use third-party tools such as analytics providers, advertising platforms, embedded content providers, customer support tools, security services or communication tools.

19.5 These providers may set or read cookies or similar technologies according to their own privacy and cookie practices.

19.6 Users may control cookies through browser settings.

19.7 If Sethala implements a cookie banner or preference centre, users may manage non-essential cookies through that tool.

19.8 Blocking some cookies may affect website functionality, form submission, login, security or user experience.

20. Children

20.1 Meshtrack is intended for business and organisational use and is not directed at children.

20.2 Sethala does not knowingly collect children’s personal information through the Meshtrack website or enquiry process.

21. Changes to this Privacy Policy

21.1 Sethala may update this Privacy Policy from time to time.

21.2 The latest version will be published on the Meshtrack website or made available through the platform.

21.3 Material changes may be communicated by email, dashboard notice or app notice where appropriate.

22. Contact details

22.1 Privacy contact: [email protected].

22.2 Information Officer or Deputy Information Officer: Berdina Schurink.

22.3 Website: https://meshtrack.co.za.