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Privacy Policy

Custom Line Manufacturing (Pty) Ltd ("Custom Line", "we", "us" or "our") is committed to protecting your privacy and handling your personal information responsibly. This Privacy Policy explains what information we collect, why we collect it, how we use it, and what rights you have.

We process personal information in accordance with the Protection of Personal Information Act 4 of 2013 ("POPIA") of the Republic of South Africa.

1. Who we are

Responsible Party: Custom Line Manufacturing (Pty) Ltd
Physical address: Koedoespoort Industrial, Pretoria, 0186, South Africa
Email: info@customline.co.za
Telephone: +27 78 927 0397

Our Information Officer is responsible for ensuring compliance with POPIA and can be contacted at the email address above.

2. Information we collect

2.1 Information you give us directly

When you complete our quote request form or contact us, we may collect:

• Your name
• Your company or organisation name
• Your email address
• Your telephone number
• The type of project you are enquiring about
• Any details, drawings, specifications or brief you choose to send us

2.2 Information collected automatically

When you visit our website, certain information is collected automatically through cookies and similar technologies, including:

• Your IP address (anonymised)
• Browser type and version, and operating system
• Pages you visit, time spent on pages, and how you navigate the site
• The website or source that referred you to us
• Approximate geographic location (city or region level)

3. Why we collect your information

We process your personal information for the following purposes:

• To respond to your enquiry — preparing and sending you a quotation, lead time and scope of work.
• To deliver our services — managing your project from brief through to installation.
• To communicate with you — providing project updates, answering questions and arranging site visits.
• To improve our website — understanding how visitors use the site so we can make it more useful.
• To comply with legal obligations — including tax, accounting and record-keeping requirements.

4. Legal basis for processing

We process your personal information on one or more of the following grounds:

• Consent — you have voluntarily provided your information by submitting our contact form.
• Contractual necessity — processing is necessary to prepare or perform a contract with you.
• Legitimate interests — pursuing our legitimate business interests in a way that does not override your rights.
• Legal obligation — where processing is required by South African law.

5. Cookies and analytics

Our website uses Google Analytics 4 to understand how visitors interact with the site. Google Analytics places cookies on your device to collect anonymised usage statistics. We have enabled IP anonymisation, meaning your full IP address is never stored.

We do not use cookies for advertising, retargeting or profiling. You may decline analytics cookies using the banner shown on your first visit, and you can clear or block cookies through your browser settings at any time. You may also install the Google Analytics Opt-out Browser Add-on.

Google's own handling of this data is governed by the Google Privacy Policy.

6. Who we share your information with

We do not sell, rent or trade your personal information. We may share it only with:

• Service providers who help us operate the business — for example our email delivery provider (EmailJS), website hosting provider and analytics provider. These parties process data on our instructions and are bound to keep it confidential.
• Subcontractors and suppliers where necessary to deliver your project — for example a powder-coating or laser-cutting partner. Only the information needed for that specific task is shared.
• Professional advisors such as accountants or legal counsel, where required.
• Regulatory or law enforcement authorities where we are legally obliged to do so.

7. Cross-border transfers

Some of our service providers (including Google and EmailJS) may store or process data on servers outside South Africa. Where personal information is transferred across borders, we take reasonable steps to ensure it receives a level of protection substantially similar to that required under POPIA.

8. How long we keep your information

We retain your personal information only as long as necessary for the purposes described in this policy:

• Enquiries that do not proceed: up to 24 months, in case you return to us.
• Client project records: for the duration of the project plus a minimum of 5 years, in line with South African tax and company law requirements.
• Analytics data: retained by Google Analytics according to our configured retention period.

9. How we protect your information

We apply appropriate technical and organisational measures to safeguard your personal information against loss, unauthorised access, alteration or disclosure. These include encrypted connections (HTTPS/SSL), restricted access to systems on a need-to-know basis, and reputable third-party providers with their own security standards.

No method of transmission over the internet is completely secure. While we take security seriously, we cannot guarantee absolute security of information transmitted to us.

10. Your rights under POPIA

You have the right to:

• Be informed that we are collecting your personal information.
• Access the personal information we hold about you.
• Request correction of information that is inaccurate, irrelevant, excessive, outdated, incomplete or misleading.
• Request deletion or destruction of your personal information where we no longer have grounds to retain it.
• Object to the processing of your personal information on reasonable grounds.
• Withdraw consent at any time, where processing is based on your consent.
• Lodge a complaint with the Information Regulator.

To exercise any of these rights, contact us at info@customline.co.za. We will respond within a reasonable period and may need to verify your identity first.

11. Complaints to the Information Regulator

If you believe we have not handled your personal information lawfully, you may lodge a complaint with:

12. Children's privacy

Our website and services are directed at businesses and adults. We do not knowingly collect personal information from children under 18. If you believe a child has provided us with personal information, please contact us and we will delete it.

13. Links to other websites

Our website contains links to third-party sites such as Instagram, Facebook and LinkedIn. We are not responsible for the privacy practices of those sites and encourage you to read their privacy policies.

14. Changes to this policy

We may update this Privacy Policy from time to time. The "Last updated" date at the top of this page reflects the most recent revision. Material changes will be communicated on this page. We encourage you to review it periodically.

15. Contact us