Privacy Policy

Last Updated: 4 July 2026

01Introduction

Mellow Tech Services ("Mellow Tech," "we," "us," or "our") provides technology support, creative, and business digitisation services to clients in Polokwane and remotely across South Africa, including via our website at mellowtech.co.za (the "Site"), WhatsApp, email, and social media.

We are committed to protecting your personal information in accordance with the Protection of Personal Information Act 4 of 2013 ("POPIA"). This Privacy Policy explains what personal information we collect, why we collect it, how we use and protect it, and what rights you have.

By using our Site, contacting us, or engaging our services, you acknowledge that you have read and understood this Policy.

02Who We Are (Responsible Party)

Mellow Tech Services is the "responsible party" for personal information processed under this Policy.

03Personal Information We Collect

Depending on how you interact with us, we may collect:

a) Information you give us directly

• Full name
• Phone number / WhatsApp number
• Email address
• Service(s) requested and project/message details you submit via our contact form, WhatsApp, or email
• Payment-related information necessary to process a transaction (we do not store full card details — these are handled by our payment provider, if applicable)

b) Information collected when we perform services
Certain services require us to access your device, accounts, or files. This may include:

• Device information (make, model, serial number/IMEI, condition)
• Login credentials or account access you provide for the purpose of completing a job (e.g., installing software, removing a password, troubleshooting)
• Files, documents, or data stored on a device brought in for repair, where incidental access is unavoidable while diagnosing or fixing the issue
• Proof-of-ownership documents where required for services such as password removal or FRP (Factory Reset Protection) bypass

We only access what is reasonably necessary to complete the requested service and do not review, copy, or use your personal files for any purpose beyond the job itself.

c) Information collected automatically

• Standard website usage data (pages visited, browser type, device type, approximate location based on IP address)
• Interactions with the on-site chat assistant ("MellowTech Assistant")
• Cookies and similar tracking technologies (see Section 5 below)

d) Information from third parties

• Messages or enquiries received via Facebook, TikTok, or WhatsApp Business, which are subject to those platforms' own privacy terms in addition to this Policy

04Why We Process Your Information

We process your personal information to:

• Respond to enquiries and provide quotes
• Deliver the services you request (repairs, installations, design, development, CV/assignment assistance, business digitisation)
• Communicate with you about bookings, progress, and completed work
• Process payments and keep basic financial records as required by law
• Improve our Site and services
• Comply with legal, tax, and regulatory obligations
• Protect our business against fraud, misuse, or unlawful requests (e.g. verifying ownership before unlocking a device)

We process your information on the basis of your consent, the necessity to perform a contract with you (i.e., delivering the service you requested), and our legitimate business interests, in each case only to the extent permitted under POPIA.

05Cookies and Tracking

Our Site may use cookies or similar technologies to remember basic preferences, understand how visitors use the Site, and support the on-site chat assistant.

At present, our Site does not display a cookie consent banner. Where cookies that are not strictly necessary for the Site to function (such as analytics or marketing cookies) are used, we will implement a cookie consent mechanism so that you can accept or decline non-essential cookies before they are set. You can also control cookies through your browser settings at any time, including deleting existing cookies and blocking future ones — though this may affect how parts of the Site function.

06Sharing Your Information

We do not sell your personal information. We may share it with:

• Service providers who help us operate (e.g., website hosting, email providers, WhatsApp Business/Meta, accounting software), bound by confidentiality obligations
• Payment processors, where applicable, to complete transactions
• Law enforcement or regulators, where required by law, or where we reasonably believe disclosure is necessary to prevent fraud, protect someone's safety, or address suspected unlawful device ownership
• Professional advisors (e.g., accountant, attorney) where necessary for our legitimate business purposes

Where information is transferred to a service provider located outside South Africa (for example, WhatsApp/Meta or cloud-hosting infrastructure), we take reasonable steps to ensure it receives a level of protection consistent with POPIA.

07Data Retention

We retain personal information only for as long as necessary to:

• Fulfil the purpose for which it was collected,
• Meet our legal, accounting, or tax obligations, and
• Resolve disputes or enforce our agreements.

Device data and files accessed during a repair or unlocking service are not retained after the job is completed and the device is returned, unless you separately request backup or storage services.

08Security

We take reasonable technical and organisational measures to protect personal information against loss, unauthorised access, alteration, or disclosure. No system is completely secure, and we cannot guarantee absolute security of information transmitted over the internet or messaging platforms such as WhatsApp.

09Children's Privacy

Our services (e.g., CV design, assignment assistance) may be used by students who are minors, typically with parental or guardian awareness. Where a client is under 18, we rely on the involvement or consent of a parent/guardian for the processing of that minor's personal information, in line with POPIA's requirements for processing children's information.

10Your Rights Under POPIA

You have the right to:

• Be informed about what personal information we hold and why
• Request access to the personal information we hold about you
• Request correction or deletion of inaccurate, irrelevant, or unlawfully processed information
• Object to the processing of your personal information in certain circumstances
• Withdraw consent, where processing is based on consent, at any time
• Lodge a complaint with the Information Regulator if you believe your rights have been infringed

To exercise any of these rights, contact our Information Officer using the details in Section 2.

Information Regulator (South Africa)
Website: https://inforegulator.org.za
Email: complaints.IR@justice.gov.za

11Data Breach Notification

If we become aware of a security compromise that has resulted, or is reasonably likely to result, in unauthorised access to your personal information, we will notify the Information Regulator and affected individuals as required by POPIA.

12Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The "Last Updated" date at the top will indicate the most recent revision. Continued use of our services after changes take effect constitutes acceptance of the updated Policy.

13Contact Us

If you have questions about this Privacy Policy or how we handle your personal information, contact us at:

📧 info@mellowtech.co.za
📱 +27 72 046 5993
📍 Limpopo, Polokwane, Kalkspruit