Privacy Policy

1. Definitions

For the purposes of this policy:

• “Flipside”, “we”, “us” and “our” refer to the business operating under the Flipside trading name.
• “Customer”, “you” and “your” refer to any individual whose personal information is collected or processed by Flipside.
• “Personal information” refers to information relating to an identifiable individual, as defined under POPIA.
• “Supplier” refers to a third-party business or individual from whom Flipside sources products, components or materials.
• “Third-party service provider” refers to an independent business or service used to support Flipside's operations.

2. Information We Collect

Flipside may collect and process the following categories of personal information where reasonably necessary:

2.1 Personal and Contact Information

• Full name and surname.
• Mobile or telephone number.
• Email address.
• Physical, residential or delivery address.

2.2 Transaction and Payment Information

• Products purchased and services requested.
• Order history and transaction references.
• Payment confirmations and relevant transaction records.
• Amounts paid and outstanding balances.

Flipside accepts EFT, cash and card payments. We do not intentionally collect or retain customers' full card numbers, PINs or CVV security codes.

2.3 Device and Repair Information

• Device make, model and specifications.
• IMEI and serial numbers where required.
• Device condition and reported faults.
• Repair history and diagnostic findings.
• Photographs or videos of devices submitted for assessment or repair.
• Proof of ownership or authorisation where required.

2.4 Website and Technical Information

Our website uses basic analytics for traffic monitoring and website management.

This may involve the collection of limited technical information, such as:

• Browser and device information.
• General website usage and page visits.
• Approximate geographic information derived from technical data.
• Other information generated through basic website analytics.

We do not operate customer registration accounts or contact forms on our website.

3. Why We Collect Personal Information

Flipside collects personal information only for legitimate business purposes, including:

• Processing and fulfilling customer orders.
• Confirming payments and maintaining transaction records.
• Arranging deliveries, collections and courier services.
• Providing repair, diagnostic and technical services.
• Communicating with customers about orders, repairs and enquiries.
• Verifying device ownership where necessary.
• Managing customer complaints, returns and warranty claims.
• Maintaining business and accounting records.
• Monitoring and improving website performance.
• Complying with applicable legal and regulatory obligations.

We do not collect personal information indiscriminately or use it for purposes unrelated to our legitimate business activities without an appropriate lawful basis.

4. Sharing of Personal Information

Flipside does not sell, rent or trade customer personal information.

Information may be shared with third parties where reasonably necessary to operate the business or fulfil a customer request. These parties may include:

4.1 Courier and Delivery Companies

Relevant customer information, including names, contact numbers and delivery addresses, may be shared with courier companies to arrange deliveries, collections and returns.

4.2 Suppliers

Where necessary to fulfil an order or arrange a product-related service, relevant customer or order information may be shared with the applicable supplier. Only information reasonably necessary for the specific purpose should be shared.

4.3 Technical and Operational Service Providers

Limited information may be processed by third-party service providers supporting Flipside's website, analytics, communication or business operations.

4.4 Legal and Regulatory Authorities

Personal information may be disclosed where required by law, court order or a lawful request from an authorised regulatory or law enforcement authority.

Flipside will not knowingly disclose customer information to unrelated parties for their own marketing purposes.

5. Marketing and Promotional Material

Flipside does not send unsolicited promotional messages or use customer contact details for routine direct marketing campaigns.

Optional Customer Content

From time to time, Flipside may invite customers to provide unboxing videos, product photographs, testimonials or other content for promotional purposes. Participation is entirely voluntary.

• Customers are not required to provide promotional content.
• Declining an invitation will not affect the customer's purchase, repair or service.
• Content will only be used for marketing purposes with the customer's permission.
• Customers may decline permission for their name, face, voice or other identifying details to be published.

Where permission is given, customers should understand that published content may be visible to the public through Flipside's social media and other marketing channels.

6. Storage and Retention of Personal Information

Flipside does not retain personal information indefinitely without a legitimate reason. Our general retention approach is as follows:

6.1 Standard Customer Records

Customer transaction, order and service records are generally retained for up to 365 days after the relevant transaction or service has been completed. After this period, records that are no longer required will be securely deleted or disposed of where reasonably practicable.

6.2 Contact Information

After the standard retention period, basic customer contact details may be retained for legitimate ongoing business purposes, such as responding to future enquiries, maintaining customer relationships or addressing outstanding matters.

6.3 Legal and Accounting Records

Certain records may need to be retained for longer periods where required by tax, accounting, consumer protection or other applicable legislation. For example, certain supporting tax records may be subject to a five-year retention requirement under South African tax legislation.

6.4 Extended Retention

Information may also be retained for longer where reasonably necessary to resolve disputes, enforce agreements, investigate suspected fraud or comply with a legal obligation.

Where personal information is no longer required, it will be deleted, destroyed or de-identified in accordance with applicable law.

7. Protection of Personal Information

Flipside takes reasonable technical and organisational measures to protect customer information against:

• Unauthorised access.
• Loss or theft.
• Accidental disclosure.
• Unauthorised alteration.
• Destruction or misuse.

Access to customer information is restricted to circumstances where it is reasonably necessary for business operations.

Although reasonable security measures are implemented, no electronic storage or communication system can be guaranteed to be completely secure.

Where a security compromise occurs that triggers a legal notification obligation, Flipside will notify the Information Regulator and affected individuals in accordance with POPIA.

8. Customer Devices and Personal Data

Customers submitting devices for repair or assessment are responsible for backing up their personal information before handing over their devices.

Flipside may need access to certain device functions or information to complete an authorised repair or diagnostic procedure. Customers are encouraged to:

• Back up important files and information.
• Remove sensitive personal information where reasonably possible.
• Disable security features only where necessary for the agreed service.
• Avoid providing unnecessary personal passwords or account credentials.

Flipside will take reasonable care when handling customer devices and any personal information accessible during an authorised service.

9. Cookies and Website Analytics

Flipside's website uses basic analytics to monitor traffic and support website performance.

Depending on the analytics service and configuration, limited technical information may be collected automatically through cookies or similar technologies. This information is used for website management and general traffic analysis.

Flipside does not currently use website contact forms, customer registration accounts or dedicated advertising retargeting tools as part of its standard website operation.

Where analytics technologies collect personal information, that processing remains subject to applicable privacy legislation.

10. Your Privacy Rights

Under POPIA, customers and other data subjects may exercise applicable rights concerning their personal information. These may include the right to:

• Request access to personal information held by Flipside.
• Request correction or updating of inaccurate information.
• Request deletion or destruction of information where legally permissible.
• Object to certain forms of processing where permitted by law.
• Withdraw consent where processing is based on consent.
• Request that processing be restricted in circumstances provided by law.
• Lodge a complaint with the Information Regulator.

Requests can be submitted using the contact details provided below. Flipside may request reasonable information to verify the identity of the person making a privacy request before processing it.

Certain requests may be declined where retention or processing is required or authorised by law.

11. Third-Party Websites and Services

Our website and communication channels may contain links to third-party websites, platforms or services.

Flipside is not responsible for the privacy practices, security or content of external platforms. Customers are encouraged to review the privacy policies of third-party services before providing personal information to them.

12. Changes to This Privacy Policy

Flipside reserves the right to update this Privacy Policy when necessary to reflect changes in business operations, technology or applicable legislation.

The latest version will be made available through Flipside's official communication channels. Customers are encouraged to review this policy periodically.

13. Contact and Privacy Requests

For questions, concerns or requests relating to personal information, customers may contact Flipside directly:

Please include sufficient information to identify the relevant request and allow Flipside to respond appropriately.