Privacy Policy

1Who we are

2Information you give us

• Account and profile: display name, email address, phone number, profile photo, company name, job title, department, physical, delivery and billing addresses, and a customer reference we generate for you.
• Identity and contracting details: ID or company registration number, VAT number, signatory name, typed or drawn electronic signature, and uploaded ID documents — collected only where a rental, internet or SLA contract legally requires it.
• Device registry: device type, brand, model, serial number, IMEI, operating system, hardware specifications, condition notes, warranty dates, photos of your device, and any device access password you choose to give us so we can complete a repair.
• Repairs and bookings: fault descriptions, accessories handed in, urgency, technician notes, diagnostic findings, repair progress and collection records.
• Meetings and appointments: requested date and time, meeting type, agenda notes, on-site address, and whether the session is remote or in person.
• Purchases and billing: order contents, quotations, invoices, credit notes, statements, refund and warranty claims, wallet top-ups and loyalty balances, delivery addresses and payment references.
• Internet and rentals: installation address and coverage location, chosen package or rental plan, router selection, contract term and deposit details.
• Support conversations: messages, files, photos and voice notes you send through in-app chat, email, WhatsApp or the public contact and support forms.
• Employment records (staff only): if you are a Recore Tech employee, we hold your employment, banking, tax, leave, loan and payslip information for payroll purposes.

3Information we collect automatically

• Device and technical data: device model, operating system, app version, browser type, IP address, language and timezone.
• Usage analytics: pages and modules you open, features you use, and aggregated website search and traffic statistics, used to improve the product.
• Notification identifiers: push notification tokens for each browser or device on which you enable notifications.
• Presence and session data: when you were last active, so support agents can see whether you are online, and connection details needed to route a call.
• Email engagement: whether a marketing email we sent you was opened or a link clicked, and whether you unsubscribed.
• Cookies and local storage: used to keep you signed in, remember your preferences (theme, sound, drafts, cart contents) and keep the app working offline. We do not use third-party advertising cookies.

4Why we process your information

• To create and secure your account, verify who you are, and enforce role-based access to the portal.
• To deliver the services you ask for — repairs, rentals, internet installations, subscriptions, SLAs, meetings, purchases and deliveries.
• To generate and send the documents your service creates: quotations, invoices, statements, delivery notes, damage reports, warranty records and signed contracts.
• To keep you updated through in-app notifications, email, push notifications and WhatsApp about tickets, repair progress, bookings, appointment reminders, order status and payments due.
• To provide voice, video and remote support sessions, and to keep records of calls, voicemails and missed calls for follow-up and quality purposes.
• To take payment, recover amounts owed, and meet our tax, accounting and audit obligations.
• To detect and prevent fraud, abuse and unauthorised access, and to keep our systems secure.
• To send you marketing about our products, promotions and services where you have opted in — you can opt out at any time.
• To improve the product using aggregated, de-identified usage insights.

5Chats, calls and recordings

6Remote support and screen sharing

7WhatsApp communications

8Notifications and marketing

9Organisations and business accounts

10Payments

11Documents and uploaded files

12Who we share information with

• Hosting, database and storage providers that run the platform.
• Email and messaging providers, including Google (Gmail) for email and WhatsApp/Meta for WhatsApp messages.
• Push notification infrastructure (Google Firebase) to deliver notifications to your devices.
• Payment processors and, where applicable, our bank for EFT reconciliation.
• Delivery and courier partners for orders you have placed.
• Internet network and fibre operators, where a coverage check or installation requires your address.
• Google Workspace services we use for calendar, sheet, drive and task synchronisation in our internal workflow.
• Professional advisors, auditors and regulators where required, or where we must comply with the law, enforce our terms, or protect our rights, property or safety.

13Cross-border transfers

14Security

• Access to records is restricted by role-based permissions and row-level security, so clients see only their own data and staff see only what their role requires.
• Data is transmitted over encrypted connections, and credentials and API keys are held in a managed secrets store — never in application code.
• Administrative and destructive actions are logged to an audit trail.
• Public endpoints are rate limited to protect against abuse.
• Device passwords you give us for a repair are used only to complete that repair and should be changed once the work is done.

15How long we keep your information

• Account and service records: for as long as your account is active.
• Financial records (invoices, payments, payroll): at least five years, as required by South African tax law.
• Support conversations and transcripts: retained while the account is active so history is available to you and to our agents.
• Call recordings and voicemails: kept only as long as needed for the enquiry, quality assurance or a dispute.
• Marketing engagement data: until you unsubscribe or ask us to erase it.
• Signed contracts: for the contract term and the retention period the law requires afterwards.

16Your rights

17Children

18Changes to this policy

19Contact us