Your information. Handled responsibly.

About this Privacy Policy

This Privacy Policy explains how Hostlane collects, receives, uses, stores, shares, protects and disposes of personal information in connection with our website, Hostlane Complete, the Hostlane portal and related services.

It applies to personal information relating to Hostlane clients, prospective clients, website visitors, client representatives and individuals whose information is processed through Hostlane's services.

This policy should be read together with Hostlane's Terms & Conditions and any other applicable service agreements or notices.

Our Privacy Roles

The role Hostlane performs in relation to personal information depends on why and how that information is being processed.

Where a Hostlane client determines why customer information is collected and used, that client remains responsible for ensuring that its collection and use of the information complies with applicable law.

Personal Information We May Collect

The information we process depends on how you interact with Hostlane and which services are being used.

This may include:

• Name and surname
• Business or company name
• Email address
• Telephone or mobile number
• Business address and contact information
• Website and domain information
• Account and subscription information
• Billing and transaction information
• Support enquiries and correspondence
• Website enquiry and contact-form information
• Review-request and customer follow-up information
• Google Business Profile information
• Website usage and analytics information
• Technical information relating to devices, browsers and IP addresses
• Information voluntarily supplied to Hostlane

We aim to collect only information that is reasonably necessary for the relevant purpose.

How We Collect Information

Personal information may be collected directly from you or received through your use of Hostlane's services.

This may happen when you:

• Visit the Hostlane website
• Submit an enquiry or contact form
• Request information about our services
• Sign up for Hostlane Complete
• Complete onboarding information
• Use the Hostlane portal
• Contact Hostlane support
• Make or receive payments
• Provide access to a website, domain or Google Business Profile
• Communicate with us by email, telephone or other supported channels

Information may also be supplied to Hostlane by our clients when they use Hostlane tools to communicate with or manage interactions with their own customers.

Why We Process Personal Information

Hostlane may process personal information where reasonably necessary to provide, administer, secure and improve our services.

This may include processing information to:

• Respond to enquiries
• Create and administer client accounts
• Provide Hostlane Complete services
• Build, host and maintain client websites
• Manage domains and business email
• Provide the Hostlane portal
• Provide review-management functionality
• Process website and contact-form enquiries
• Manage Google Business Profile services
• Provide reports and analytics
• Provide technical and customer support
• Process subscriptions and payments
• Maintain security and prevent abuse
• Maintain records and comply with legal obligations
• Improve Hostlane's products and services

Depending on the circumstances, processing may be necessary for providing a contracted service, complying with a legal obligation, pursuing a legitimate business purpose or may take place with the appropriate consent.

Information Processed for Hostlane Clients

Certain Hostlane services allow clients to collect, store or process information relating to their own customers.

For example, a Hostlane client may enter a customer's name, email address or mobile number into the Hostlane portal in order to send a review request or perform another supported customer-management function.

In these circumstances, the Hostlane client determines why the information is being used and is responsible for ensuring that it has an appropriate lawful basis for collecting, providing and using that information.

Hostlane processes this information for the purpose of providing the relevant service to the client and does not obtain ownership of the client's customer information merely because it is processed through Hostlane systems.

Review Requests, Contact Forms & Portal Data

Depending on the services used, information stored through the Hostlane platform may include:

• Customer names
• Email addresses
• Mobile numbers
• Review-request records
• Review-management activity
• Website contact-form submissions
• Other form submissions
• Customer enquiries
• Reporting and service information

This information may be processed to deliver the functionality requested by the Hostlane client, maintain records, provide reporting and support the relevant customer interaction.

Google & Connected Services

Where a client uses services involving Google or another connected third-party platform, Hostlane may process information necessary to provide that service.

This may include information relating to a Google Business Profile, website analytics, search performance, reviews and other information made available through authorised integrations.

Third-party platforms process information according to their own terms and privacy practices. Hostlane does not control the independent processing activities of those providers.

Payments & Billing Information

Hostlane may process billing information required to administer subscriptions, invoices, payments, refunds and account records.

Payments may be processed using third-party payment providers.

Where payment information is entered directly into a payment provider's system, that information may be processed directly by the provider rather than stored by Hostlane.

Hostlane may retain transaction references, invoice information, payment status and other records reasonably required for accounting, contractual and legal purposes.

Cookies, Analytics & Website Information

Hostlane's website and services may use cookies and similar technologies that are necessary for website functionality, security, preferences, analytics or service improvement.

Technical and usage information may include:

• IP address
• Browser type
• Device type
• Operating system
• Pages visited
• Referring pages or websites
• Approximate session information
• Website interactions

Where required, users may be provided with options regarding non-essential cookies or tracking technologies.

Hostlane may publish a separate Cookie Policy or cookie notice providing further information about technologies used on the website.

When We Share Personal Information

Hostlane does not sell personal information.

Information may be shared with service providers where reasonably necessary to operate Hostlane or provide the requested service.

These may include providers involved in:

• Website and server hosting
• Domain registration and DNS
• Email infrastructure
• Payment processing
• Analytics and reporting
• Google and related integrations
• Communications
• Security and monitoring
• Software and infrastructure

Hostlane may also disclose information where required by law, lawful legal process, regulatory requirements or where reasonably necessary to protect Hostlane, its clients, users or systems.

International Processing

Some technology and service providers used by Hostlane may process or store information outside South Africa.

Where personal information is transferred or processed internationally, Hostlane will take reasonable steps appropriate to the circumstances to ensure that the processing is subject to appropriate protection and applicable legal requirements.

How We Protect Information

Hostlane takes reasonable technical and organisational measures designed to protect personal information in our possession or under our control.

Measures may include:

• Access controls
• Authentication controls
• Secure hosting infrastructure
• SSL and encrypted connections where appropriate
• Website and server security measures
• Backups
• Monitoring and maintenance
• Restricted administrative access

No online system, hosting environment or method of electronic storage can be guaranteed to be completely secure. Hostlane therefore cannot guarantee absolute security.

How Long We Keep Information

Hostlane retains personal information only for as long as reasonably necessary for the purpose for which it was collected or subsequently processed, or where retention is required or permitted by law.

Retention periods may vary depending on the type of information and why it is held.

Some records may need to be retained after a service ends for accounting, contractual, fraud-prevention, security, dispute-resolution, regulatory or legal purposes.

Where information is no longer required, Hostlane may securely delete, destroy or de-identify it as appropriate.

Portal Information After Termination

Following the effective termination of a Hostlane subscription, the client will retain access to their Hostlane portal and available stored portal information for 30 days.

During this period, the client is responsible for downloading, exporting or otherwise retaining information they wish to keep, where the relevant export or download functionality is available.

After the 30-day period, portal access will be disabled and Hostlane may permanently remove the associated portal information from its active systems.

Certain records may continue to be retained where Hostlane is legally required or otherwise lawfully permitted to retain them for accounting, security, legal or compliance purposes.

Service & Marketing Communications

Hostlane may communicate with clients where reasonably necessary to provide or administer their service.

These communications may include account information, service notifications, support messages, invoices, security notices and other operational communications.

Where Hostlane sends direct marketing communications, we will do so subject to applicable requirements and available communication preferences.

Marketing preferences do not necessarily affect essential communications required to administer an active Hostlane service.

Your Privacy Rights

Subject to applicable law and the circumstances of the request, individuals may have rights relating to their personal information.

These may include the right to:

• Ask whether Hostlane holds personal information about you
• Request access to your personal information
• Request correction of inaccurate or incomplete information
• Request deletion or destruction where legally applicable
• Object to certain processing
• Withdraw consent where processing relies on consent
• Raise a complaint regarding the processing of personal information

Hostlane may need to verify your identity before fulfilling a privacy-related request.

Certain requests may also be limited where Hostlane is required or permitted by law to retain or continue processing particular information.

Children's Personal Information

Hostlane's services are intended primarily for businesses and are not directed at children.

Clients should not knowingly provide children's personal information to Hostlane unless the processing is lawful and appropriate authorisation or another lawful basis exists.

Security Compromises

If Hostlane becomes aware of a security compromise affecting personal information, we will investigate the matter and take reasonable steps appropriate to the circumstances.

Where notification is required under applicable law, Hostlane will take the required steps to notify affected parties and/or the relevant authority as applicable.

Third-Party Websites & Services

Hostlane websites and services may contain links to or integrate with services operated by third parties.

These third parties may have their own privacy policies and processing practices.

Hostlane is not responsible for the independent privacy practices of third-party websites or services that are outside our control.

Changes to this Privacy Policy

Hostlane may update this Privacy Policy from time to time to reflect changes to our services, technology, business practices or legal requirements.

The latest version will be published on the Hostlane website together with its effective date.

Where appropriate, Hostlane may provide additional notice of material changes.

Questions, Requests & Complaints

If you have a question or concern about how Hostlane processes your personal information, please contact Hostlane first so that we can investigate and respond to the matter.

You may also have the right to submit a complaint to the South African Information Regulator where you believe there has been an interference with the protection of personal information.

Information about privacy complaints and the Information Regulator's complaint process is available from the Information Regulator.

Contact Hostlane

Questions, requests or concerns regarding this Privacy Policy or Hostlane's processing of personal information may be submitted through the contact details provided on the Hostlane website.

When submitting a privacy request, please provide enough information for Hostlane to identify the relevant account or information and understand the nature of your request.