Privacy Policy

Scope and Responsible Party

For purposes of the Protection of Personal Information Act 4 of 2013 (POPIA), Epicrange acts as a responsible party where it determines the purpose and means of processing personal information. In some services, Epicrange or its suppliers may also process information as an operator on behalf of a customer.

Business address: 137 General Hertzog Road, Three Rivers, Vereeniging, 1939, South Africa.

General contact: info@epicrange.co.za | Telephone: 010 006 9245.

Contact Person: Gavin Kobe.

Information Officer / privacy email: info@epicrange.co.za.

Personal Information We May Collect

• Identity and account information, such as names, business names, identity or registration information where required, usernames and customer identifiers.
• Contact information, including email addresses, telephone numbers, billing addresses and service addresses.
• Billing and transaction information, including invoices, payment status and transaction references. Payment-card information may be processed by third-party payment providers rather than stored directly by Epicrange.
• Service and technical information, including domains, IP addresses, hosting usage, device/browser information, server logs, SIP/PBX configuration information, support diagnostics and network information.
• Communications, including support tickets, emails, enquiries and records of customer-service interactions.
• Website and usage information, including cookies, analytics data and information about how visitors interact with our websites and online services.
• Information supplied when registering domains, ordering connectivity, porting or provisioning numbers, or where verification is required by a registry, network operator, supplier or applicable law.

How We Collect Information

We may collect personal information directly from you when you create an account, place an order, contact us, submit a support ticket, use our services or complete an online form. We may also receive information from authorised representatives, domain registries, network operators, payment providers, resellers, service partners and other lawful sources relevant to delivering your service.

Why We Process Personal Information

• To create and administer customer accounts and contracts.
• To process orders, payments, renewals, invoices and service changes.
• To register and manage domains and provide hosting, website, email, connectivity, Epic Voice, SIP, PBX and call-centre services.
• To provide technical support, investigate faults and maintain service security and reliability.
• To communicate service notices, billing notices, security alerts and other operational information.
• To prevent fraud, abuse, spam, malware, unauthorised access and other unlawful or harmful activity.
• To comply with legal, regulatory, tax, accounting and lawful disclosure obligations.
• To improve our services, website and customer experience.
• To send marketing communications where permitted by law and to honour applicable opt-out or objection rights.

Legal Basis and Processing Principles

Epicrange processes personal information only where there is a lawful justification, including where processing is necessary to perform a contract, comply with a legal obligation, pursue a legitimate interest permitted by law, protect a legitimate interest of the data subject, or where valid consent has been obtained. We aim to collect information that is adequate, relevant and not excessive for the stated purpose.

Sharing of Personal Information

We may disclose personal information to service providers and partners where reasonably necessary to provide or support our services. These may include hosting and data-centre providers, domain registries and registrars, telecommunications/network operators, payment processors, billing and automation platforms, website-builder providers, security/backup providers, professional advisers and other authorised operators.

We may also disclose information where required by law, court order, lawful regulatory request, or where reasonably necessary to establish, exercise or defend legal rights. We do not sell personal information as a commodity.

International Transfers

Some technology or service providers may process or store information outside South Africa. Where personal information is transferred internationally, Epicrange will take reasonable steps to ensure that the transfer is permitted under POPIA and that appropriate safeguards or other lawful transfer grounds apply.

Security

We use reasonable technical and organisational safeguards designed to protect personal information against loss, damage, unauthorised destruction, unlawful access or unlawful processing. No internet or information system can be guaranteed to be completely secure, and customers are responsible for protecting their own passwords, devices and account credentials.

Security Compromises

Where there are reasonable grounds to believe that personal information has been accessed or acquired by an unauthorised person, Epicrange will respond in accordance with applicable law, including notifications to the Information Regulator and affected data subjects where required.

Retention

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected or subsequently processed, or as required or permitted by law, contractual obligations, dispute-resolution requirements, fraud prevention, accounting or legitimate business records. Information that is no longer required will be deleted, destroyed or de-identified where appropriate.

Cookies and Analytics

Our websites may use essential cookies required for login, security, shopping-cart, Client Area and service functionality. We may also use analytics or preference cookies to understand website use and improve services. Where consent is legally required for a category of cookies, we will seek it through an appropriate cookie mechanism.

Direct Marketing

Epicrange may send information about relevant products, services or offers where permitted by law. Recipients may opt out of electronic marketing using the unsubscribe method provided or by contacting us. Opting out of marketing does not prevent essential service, billing, security or account communications.

Your Rights

Subject to POPIA and other applicable law, you may request confirmation of whether we hold personal information about you, request access to that information, request correction or deletion where applicable, object to certain processing, or withdraw consent where processing is based on consent. Some requests may be limited by legal retention duties, another person's rights or other lawful grounds.

Privacy requests should be sent to the confirmed Information Officer/privacy contact listed above. Epicrange may need to verify identity before fulfilling a request.

Complaints

If you believe your personal information has been processed unlawfully, please contact Epicrange first so that we can investigate. You may also have the right to lodge a complaint with the Information Regulator of South Africa.

Changes to this Privacy Policy

We may update this Privacy Policy when our services, suppliers, technologies or legal obligations change. The latest version will be published on our website with its effective date.