Privacy Policy

Last updated: April 2025

1. Introduction

Vernice Merchants (Pty) Ltd, trading as VM Digital ("we", "us", or "our"), is a business process outsourcing (BPO) and contact centre company registered in the Republic of South Africa. We are committed to protecting the privacy and personal information of everyone who interacts with us — whether you are a website visitor, prospective client, job applicant, or an individual whose data we process on behalf of our clients.

This Privacy Policy explains what personal information we collect, how we use it, who we share it with, and how we safeguard it. It applies to all personal information collected through our website at vernicemerchants.com and in the course of our business operations.

By using our website or submitting information to us, you acknowledge that you have read and understood this Privacy Policy.

2. Information We Collect

Information you provide directly

When you complete a form on our website, contact us by email, or engage with us in connection with our services, we may collect:

• Full name
• Email address
• Telephone number
• Company or organisation name
• Details of your enquiry or service request

Information collected automatically

When you visit our website, we may automatically collect certain technical and usage data, including:

• IP address and approximate geographic location
• Browser type, device type, and operating system
• Pages viewed, time spent on pages, and navigation paths
• Referring website or source
• Cookies and similar tracking technologies (see Section 8)

Information processed on behalf of clients

As a BPO and contact centre operator, we process personal information on behalf of our clients in the course of delivering services such as outbound calling, lead management, and customer engagement. This data is owned by and processed under the instructions of the relevant client. We act as an operator (processor) in respect of such data, not as a responsible party.

3. How We Use Your Information

We use the personal information we collect for the following purposes:

• To respond to your enquiries and communicate with you about our services
• To provide, manage, and improve the services we offer
• To process job applications submitted through our website or other channels
• To operate, maintain, and improve our website and user experience
• To comply with applicable legal and regulatory obligations
• To protect our rights, property, and the safety of our users and the public

4. Legal Basis for Processing

We process personal information on one or more of the following legal grounds under the Protection of Personal Information Act (POPIA):

• Consent: Where you have voluntarily provided your information through a form submission or other direct interaction, you consent to our processing it for the stated purpose.
• Contractual necessity: Processing is necessary for the performance or negotiation of a contract for our services.
• Legitimate interest: Processing is necessary for our legitimate business interests, such as business development, service improvement, and fraud prevention, provided these interests do not override your rights.
• Legal compliance: Processing is necessary to comply with a legal obligation to which we are subject.

5. Data Sharing

We do not sell, rent, or trade your personal information to any third party. We may share your information only in the following limited circumstances:

• Service providers: We may share data with trusted third-party providers who assist with hosting, IT infrastructure, analytics, and business operations. These providers are contractually bound to process data only on our instructions and in accordance with appropriate security measures.
• Professional advisors: We may disclose information to our legal, accounting, or other professional advisors where necessary.
• Law enforcement and regulatory authorities: We may disclose information if required to do so by law, regulation, legal process, or enforceable governmental request.
• Client data: Personal information processed on behalf of our BPO clients is handled strictly in accordance with the client's instructions and the terms of our service agreement. We do not use client data for our own purposes.

6. Data Retention

We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law:

• Website enquiry data: Retained for up to 24 months from the date of submission, unless a longer retention period is agreed or required.
• Client data (BPO processing): Retained in accordance with the terms of the applicable client service agreement. Upon termination of the engagement, client data is returned or securely destroyed as directed by the client.
• Job applicant data: Retained for a reasonable period to facilitate the recruitment process, after which it is securely deleted unless the applicant consents to longer retention.

7. Your Rights Under POPIA

If you are a data subject whose personal information we hold, you have the following rights under the Protection of Personal Information Act:

• Right of access: You may request confirmation of whether we hold personal information about you and request a copy of that information.
• Right to correction: You may request that we correct or update inaccurate, incomplete, or misleading personal information.
• Right to deletion: You may request that we delete your personal information where it is no longer necessary for the purpose for which it was collected, or where you withdraw your consent.
• Right to object: You may object to the processing of your personal information on grounds relating to your particular situation, including objecting to processing for direct marketing purposes.
• Right to lodge a complaint: You have the right to lodge a complaint with the Information Regulator of South Africa if you believe your personal information has been processed in violation of POPIA.

To exercise any of these rights, please contact us using the details provided in Section 12 below. We will respond to your request within a reasonable time and in accordance with applicable legal requirements.

8. Cookies

Our website uses cookies and similar technologies to enhance your browsing experience and to collect usage data that helps us improve our site.

Types of cookies we use

• Essential/session cookies: Required for the basic functioning of the website. These are temporary and are deleted when you close your browser.
• Analytics cookies: Used to collect anonymised information about how visitors use our website, such as which pages are visited most often and whether users encounter errors. This helps us improve the site.

Managing cookies

You can manage or disable cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of our website. Most browsers allow you to refuse or delete cookies — consult your browser's help documentation for instructions.

9. Data Security

We take the security of your personal information seriously and have implemented appropriate technical and organisational measures to protect it against unauthorised access, alteration, disclosure, or destruction. These measures include:

• Encryption of data in transit and at rest where appropriate
• Role-based access controls restricting access to personal information to authorised personnel only
• Confidentiality and non-disclosure agreements with all staff and contractors who may access personal information
• Secure hosting infrastructure with regular security assessments
• Regular review and updating of security practices in line with industry standards

While we strive to protect your information, no method of transmission over the internet or electronic storage is completely secure. We cannot guarantee absolute security but are committed to maintaining robust safeguards.

10. International Transfers

Vernice Merchants operates in both South Africa and Zimbabwe. Your personal information may be transferred to and processed in either jurisdiction in connection with our business operations. Where personal information is transferred across borders, we ensure that appropriate safeguards are in place in accordance with POPIA and applicable data protection legislation to protect the confidentiality and security of your data.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or business operations. Any changes will be posted on this page with an updated effective date at the top. We encourage you to review this policy periodically to stay informed about how we protect your personal information.

12. Contact the Information Officer