Privacy Policy

Cherry Lemon respects your privacy and is committed to protecting the personal information you provide to us.

This Privacy Policy explains what personal information Cherry Lemon collects, why we collect it, how we use it, who we share it with, and how we protect it.

Cherry Lemon operates as a sole proprietorship in South Africa.

Business address: 100 Robyn Road, Lyttelton Manor, Centurion, 0157
Telephone: 074 759 4057
Email: customercare@cherrylemon.co.za

This policy applies to visitors to the Cherry Lemon website, people who contact us, people who complete our Digital Checkup, prospective clients, clients, subscribers and people who interact with Cherry Lemon through our services.

1. What personal information we collect

We collect personal information when you interact with Cherry Lemon, including when you submit a form, request information, purchase a service, become a client or communicate with us.

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

• Name and surname
• Business or company name
• Email address
• Telephone number
• Physical or billing address
• Website address
• Domain name
• Company registration details
• VAT information where relevant
• Information relating to the services you enquire about or purchase
• Information you provide through the Digital Checkup
• Details contained in enquiries and other communications
• Notes relating to conversations and client requirements
• Quotes and service information
• Email communication history
• Invoice and payment information
• Payment status and invoice history
• Information required to register or manage a domain
• Website, hosting and technical information required to provide our services
• Login credentials or access information where required to provide website, hosting, email, CRM or related services

We do not ask you to provide payment card numbers, CVV numbers, PayPal passwords or full banking credentials to Cherry Lemon. Payments are processed through the relevant payment provider.

2. Information collected through our website

Our website currently provides a Contact Form and Digital Checkup.

When you use these services, we may collect your name, surname, website URL, telephone number, email address and other information relating to your requirements and the services you are interested in.

We use this information to respond to you, assess your requirements, provide information about our services and prepare quotations or proposals where appropriate.

3. Digital Checkup information

If you complete the Cherry Lemon Digital Checkup, we collect the answers and other information you provide.

We use this information to assess your current digital setup, understand your requirements and provide relevant feedback or recommendations.

Digital Checkup information may also be stored in our customer relationship management system where appropriate.

4. Client information

When you become a Cherry Lemon client, we may collect and retain information needed to establish and manage our business relationship.

This may include contact details, business information, service requirements, quotations, invoices, payment status, communications, website information, domain information, hosting information and other information required to deliver your services.

We retain client information for as long as you remain a client, subject to applicable legal and accounting requirements.

After the client relationship ends, we retain information where required for legal, accounting, tax, dispute-resolution or legitimate business purposes.

5. Information required for invoicing

Cherry Lemon uses FossBilling to manage customer records, invoices and client service communications.

Information stored in FossBilling may include:

• Name and surname
• Business name
• Email address
• Telephone number
• Physical address
• Billing address
• VAT information
• Company registration information
• Website or domain information
• Invoice details
• Payment status
• Invoice history

We retain financial and accounting records for the periods required by applicable South African law.

6. Payments

Cherry Lemon uses PayFast and PayPal as payment providers.

Payment links may be provided through FossBilling invoices.

Cherry Lemon does not store your payment card number, CVV/security code, PayPal password or full banking credentials.

Payment information is processed by the relevant payment provider according to its own privacy and security practices.

7. Customer relationship management

Cherry Lemon uses HubSpot as its customer relationship management system.

Depending on your relationship with Cherry Lemon, HubSpot may contain:

• Name and surname
• Business name
• Email address
• Telephone number
• Website URL
• Enquiry details
• Digital Checkup answers
• Notes from conversations
• Quotes and service information
• Email communication history

HubSpot also provides website forms, chat, tracking technology and cookies where these features are used on the Cherry Lemon website.

Cherry Lemon does not currently use HubSpot email tracking for emails sent from HubSpot.

8. Email communication

We use email to communicate with prospective and existing clients, provide services, respond to enquiries, send invoices and provide other service-related information.

Service and invoice communications may be sent through FossBilling.

Where Cherry Lemon offers email marketing, we may send marketing communications about websites, hosting, email, lead generation, CRM systems, digital services and related topics.

We will process personal information for direct marketing in accordance with applicable law.

You may unsubscribe from marketing emails at any time by using the unsubscribe mechanism provided in the communication or by contacting us directly.

9. WhatsApp communication

Cherry Lemon uses WhatsApp to communicate with prospective and existing clients.

Depending on your interaction with us, WhatsApp communications may include service enquiries, support, project communication, appointment-related communication and marketing.

We do not control how WhatsApp processes personal information. WhatsApp processes information according to its own terms and privacy practices.

If you do not wish to receive marketing communication through WhatsApp, you may tell us at any time.

10. Website hosting and technical services

Cherry Lemon provides website hosting and related technical services.

Our hosting environment operates through a server identified as cherrylemon-server1.co.za. The underlying server infrastructure is provided through a third-party infrastructure provider and is believed to be located in the United States.

As part of providing hosting and technical services, Cherry Lemon may have administrative access to:

• WordPress installations
• Website databases
• Website files
• Website backups
• Hosting control panels
• Email accounts hosted on the relevant infrastructure

We access information stored on a client's website where reasonably necessary to provide support, maintenance, troubleshooting, security, backups or other contracted services.

Cherry Lemon does not routinely access, collect or use visitor information generated through client websites for its own purposes.

Where Cherry Lemon processes personal information on behalf of a client through hosting, CRM, email, lead-generation or related services, we process that information only as reasonably required to provide the contracted services and according to the client's instructions and applicable law.

11. Domain registration

Cherry Lemon may register and manage domain names for clients.

Domain registration information is submitted to and stored by the relevant domain registrar.

The information required for domain registration may include names, email addresses, telephone numbers, physical addresses and other information required by the relevant registrar or domain authority.

The registrar's own privacy policy and terms also apply to information processed through its systems.

12. Login credentials and access information

Some Cherry Lemon services require us to receive or maintain access credentials.

Depending on the service, credentials may relate to WordPress, hosting control panels, email accounts, CRM systems, FossBilling or other platforms.

Credentials may be stored within the relevant platform or database required to provide the service.

Cherry Lemon takes reasonable steps to restrict access to credentials and other confidential information to what is required to perform the services.

We do not request or retain payment-provider passwords or social-media passwords as part of our normal service delivery.

13. Information relating to your customers

Some Cherry Lemon services involve building or managing systems that your business uses to collect and manage information about your own customers or leads.

Examples include:

• CRM setup and management
• Lead magnets
• Landing pages
• Email follow-up systems
• Website forms
• Lead-generation systems

Where Cherry Lemon has administrative access to personal information held by a client, such as records within a client's HubSpot account, Cherry Lemon may process that information on the client's behalf while providing the agreed service.

In these circumstances, the client remains responsible for determining why and how the information is collected and used. Cherry Lemon acts according to the client's instructions and the terms of the relevant service agreement.

14. Information from other sources

We generally collect personal information directly from you.

We may also receive information through platforms and service providers used to deliver our services, such as payment providers, hosting providers, domain registrars, CRM systems and communication platforms.

We only use information received from these sources for legitimate business and service purposes.

15. Website analytics

Cherry Lemon uses Google Analytics to understand how visitors use our website.

Analytics information helps us understand website traffic, page usage and general visitor behaviour.

We do not use website analytics to identify individual visitors for purposes unrelated to website operation, improvement or analytics.

Our website uses a cookie consent mechanism.

You may manage or restrict cookies through your browser settings and, where available, our cookie consent controls.

16. Cookies

Cherry Lemon uses cookies and similar technologies required for website operation, analytics and services such as HubSpot.

Cookies may help us:

• Operate the website
• Remember relevant settings
• Understand website usage
• Improve website performance
• Support HubSpot website functionality
• Provide analytics

Our cookie banner provides information about the use of cookies and gives visitors appropriate choices where required.

Our website forms use Cloudflare Turnstile to help protect against automated abuse. Turnstile may process technical information about your device and browser as described in Cloudflare's Turnstile Privacy Policy: https://www.cloudflare.com/turnstileprivacypolicy/.

17. Why we process personal information

We process personal information for purposes including:

• Responding to enquiries
• Providing requested information
• Conducting Digital Checkups
• Preparing quotations and proposals
• Providing website development and rebuild services
• Providing ecommerce services
• Providing hosting
• Providing email services
• Providing CRM services
• Providing lead-generation services
• Providing ongoing technical support and care services
• Managing domains
• Managing customer accounts
• Issuing invoices
• Processing payments
• Managing accounting and tax records
• Communicating with clients
• Providing customer support
• Improving our website and services
• Sending permitted marketing communications
• Meeting legal and regulatory obligations
• Protecting our systems and business against fraud, misuse and security threats

We only process personal information for purposes connected with our business activities and the services we provide.

18. Lawful processing

Cherry Lemon processes personal information in accordance with applicable South African privacy law, including the Protection of Personal Information Act 4 of 2013.

Depending on the circumstances, processing may be based on your consent, the performance of a contract, steps taken at your request before entering into a contract, compliance with a legal obligation, or another lawful basis recognised by applicable law.

Where we rely on consent, you may withdraw your consent, subject to any legal or contractual consequences and any processing we are permitted or required to continue performing on another lawful basis.

19. Direct marketing

Cherry Lemon may use personal information for direct marketing where permitted by law.

Marketing may include information about Cherry Lemon services, websites, hosting, email, CRM, lead generation, digital systems and related services.

Where consent is required, we will obtain consent before sending direct marketing by electronic communication.

Existing customers may receive marketing about Cherry Lemon's own similar or related services where permitted by applicable law and where the relevant requirements are met.

You have the right to object to direct marketing and to unsubscribe from marketing communications.

We will respect your marketing preference and process your request within a reasonable period.

20. Who we share personal information with

Cherry Lemon does not sell personal information.

We may share personal information with service providers where reasonably required to operate our business or provide services to you.

These service providers include categories such as:

• Hosting and infrastructure providers
• Domain registrars
• HubSpot
• FossBilling
• PayFast
• PayPal
• Google services
• WhatsApp
• Email and communication service providers
• Professional advisers, where required
• Government authorities or regulatory bodies where legally required

Service providers receive only the information reasonably required for the relevant purpose.

Where another party processes personal information on our behalf, we take reasonable steps to require appropriate confidentiality and security measures.

21. International transfers

Some service providers used by Cherry Lemon may process or store personal information outside South Africa.

This includes service providers whose infrastructure, systems or support operations operate internationally.

Where personal information is transferred outside South Africa, Cherry Lemon will take reasonable steps to ensure that the transfer complies with applicable legal requirements.

These requirements may include appropriate safeguards, contractual protections, consent where required, or another lawful basis for the transfer.

22. Information security

Cherry Lemon takes reasonable technical and organisational measures to protect personal information against loss, misuse, unauthorised access, disclosure, alteration or destruction.

Security measures may include:

• Access controls
• Password protection
• Restricted administrative access
• Website security measures
• Backups
• Server security
• Software updates
• Security monitoring
• Appropriate access management

No online system is completely secure. We cannot guarantee absolute security, but we take reasonable measures appropriate to the nature of the information and the services we provide.

If we become aware of a security compromise involving personal information, we will take appropriate steps in accordance with applicable law.

23. How long we keep personal information

We retain personal information only for as long as reasonably required for the purpose for which it was collected, to maintain our business relationship, to provide services, or to meet legal and accounting obligations.

Our general retention periods include:

• Enquiries: up to 2 years after the last meaningful interaction, unless a longer period is required for a legitimate business, legal or dispute-related purpose.
• Marketing information: until you unsubscribe, withdraw consent where applicable, or we determine that the information is no longer required for marketing purposes.
• Client information: for the duration of the client relationship and afterwards where required for legal, accounting, tax, dispute-resolution or legitimate business purposes.
• Accounting and tax records: for the periods required by applicable South African law.
• Website backups: according to our operational backup and retention practices and for as long as reasonably required to provide the relevant service.

24. Your privacy rights

Subject to applicable law, you have rights regarding your personal information. These include the right to:

• Ask whether Cherry Lemon holds personal information about you
• Request access to personal information we hold about you
• Request correction of inaccurate or incomplete information
• Request deletion or destruction of personal information where permitted by law
• Object to certain processing
• Object to direct marketing
• Withdraw consent where processing relies on consent
• Lodge a complaint regarding the processing of your personal information

Some requests are subject to legal requirements and exceptions. For example, Cherry Lemon may need to retain certain information to meet accounting, tax, legal or contractual obligations.

25. How to make a privacy request

Send privacy requests to: customercare@cherrylemon.co.za

Please provide enough information for us to identify you and understand your request.

We may request reasonable information to verify your identity before providing access to personal information or making changes to an account.

26. Information Officer

Cherry Lemon has not formally appointed or registered a separate Information Officer at the time this policy was published.

Privacy-related requests may be sent to: customercare@cherrylemon.co.za

Cherry Lemon will deal with privacy requests and regulatory responsibilities in accordance with applicable law.

27. Third-party websites and services

Our website and services may contain links to or integrations with third-party websites and services.

Third parties operate under their own terms and privacy policies.

Cherry Lemon is not responsible for the privacy practices or security of third-party websites or services outside our control.

28. Children's information

Cherry Lemon's services are intended primarily for businesses and adults.

We do not knowingly collect personal information from children for the purpose of providing our services.

If you believe a child has provided personal information to us without appropriate consent, please contact us so we can assess and address the matter.

29. Changes to this Privacy Policy

We may update this Privacy Policy when our services, systems, legal requirements or information-processing practices change.

The latest version will be published on the Cherry Lemon website with the effective date shown at the beginning of the policy.

30. Contact us

If you have questions about this Privacy Policy, how Cherry Lemon processes personal information, or your privacy rights, please contact us:

Cherry Lemon
100 Robyn Road, Lyttelton Manor, Centurion, 0157, South Africa
Telephone: 074 759 4057
Email: customercare@cherrylemon.co.za