PrivacyMatters
MelonMobile Privacy Policy
1. Who we are
1.1 This Privacy Policy explains how Melon Mobile ProprietaryLimited (registration number 2023/959335/07) ("Melon","we", "us" or "our") collects, uses, shares andprotects your personal information. It is written to comply with the Protectionof Personal Information Act 4 of 2013 (POPIA).
1.2 Melon is the responsible party for the personalinformation described in this policy. We may share information with othercompanies in the Melon group for the purposes set out in this policy.
1.3 Our address is South Gate Office Park, Tyger Waterfront,Pro Sano Park, Fountain Road, Carl Cronje Drive, Bellville, Western Cape, 7530.
2. Our Information Officer
2.1 Our Information Officer is registered with the InformationRegulator. You can contact our Information Officer about anything in thispolicy at legal@melonmobile.co.za.
2.2 Our PAIA manual explains how to request access to recordswe hold. It is available on request from our Information Officer.
3. What this policy covers
3.1 This policy applies when you use the Melon mobile service,the Melon app or our website, or contact us through WhatsApp, phone, email orsocial media.
3.2 It applies to customers, people who take up a free trialor promotion, people referred to us by a friend, and visitors to our website.
3.3 It does not cover third-party websites or apps that welink to, including our device finance partners. Please read their privacypolicies.
4. What we collect
4.1 We collect only what we need to provide the Service, meetour legal obligations and improve what we offer. This includes:
- Identity information: your name, ID or passportnumber and date of birth, to open your Account and complete RICA.Contact information:
- Contact information: your mobile number, emailaddress and delivery address, to deliver your SIM and communicate with you.RICA verification information:
- RICA verification information: a copy of your IDdocument, your residential address and a selfie (facial image), which RICArequires us to use to verify your identity.Account and usage information:
- Account and usage information: your Plan,top-ups, balances, data use, call and SMS records, and support history, toprovide and bill the Service.Payment information:
- Payment information: your card details andtransaction history. Card information is used only to process payments andprevent fraud, and is processed by our third-party payment service provider.Device and technical information:
- Device and technical information: your devicetype, operating system, SIM and eSIM identifiers, IP address and app version,to activate your SIM, run the app and keep it secure.Location information:
- Location information: the network location ofyour SIM when it connects to cell towers, which is needed to route calls anddata and is processed as the law requires.Marketing and referral information:
- Marketing and referral information: yourmarketing choices, referral activity and any survey responses.
- To provide the Service: opening your Account,delivering and activating your SIM, providing your Plan, billing and customersupport.To meet our legal obligations:
- To meet our legal obligations: RICA, tax laws,ICASA regulations and lawful requests from authorities.For our legitimate interests:
- For our legitimate interests: preventing fraudand abuse, keeping our network and systems secure, understanding how theService is used and improving it.With your consent:
- With your consent: for example, optional apppermissions and marketing where consent is needed. You can withdraw consent atany time.
4.2 Special personal information: The selfie used toverify your identity for RICA is biometric information, which is specialpersonal information under POPIA. We process it only to verify your identity,as RICA requires, and keep it secure.
4.3 We don't ask for information about your race, religion,health, sexual life, political beliefs or trade union membership.
5. How we collect it
- directly from you, when you sign up, complete RICA, buya Plan, contact us or take part in a promotion
- automatically, when you use our network, the app or ourwebsite
- from third parties, such as our network partner MTN,our payment provider, and a friend who refers you to Melon
5.1 We collect personal information:
6. How we use it and why
6.1 We use your personal information only where POPIA allowsit:
6.2 We don't make decisions about you based solely onautomated processing that have legal or similarly significant effects on you.
7. Marketing
7.1 As a Melon customer, you may receive marketing from usabout similar Melon products, services and promotions by SMS, email, WhatsAppor in the app.
7.2 You can opt out at any time by using the opt-out orunsubscribe option in any marketing message, or by contacting us. Opting outwon't affect service messages about your Account.
7.3 We don't sell your personal information.
8. Credit checks and device finance
8.1 We don't run credit checks for our mobile Plans.
8.2 If you buy a device through the Melon device store using apayment or finance partner such as PayFast, PayFlex, Float or FeverTree, thatpartner processes your information and may assess your application under itsown terms and privacy policy.
9. Who we share it with
9.1 We share personal information only as needed for thepurposes in this policy, with:
- our network partner, MTN
- service providers who act for us, such as cloudhosting, payment processing, identity verification, SIM delivery, customersupport and analytics providers
- our group companies
- a device payment or finance partner you choose
- regulators, law enforcement and courts, where the lawrequires it, including under RICA
- our professional advisers, such as auditors and lawyers
- a buyer or investor, if all or part of our business issold or restructured
9.2 Service providers who process information for us must keepit confidential and secure under written agreements.
10. Transfers outside South Africa
10.1 Some of our service providers store or processinformation outside South Africa, for example in the European Union, the UnitedKingdom or the United States.
10.2 We transfer personal information outside South Africaonly where POPIA allows it. This means the recipient is bound by laws or abinding agreement that give substantially similar protection, or the transferis needed to provide the Service to you, or you have consented.
11. How long we keep it
11.1 We keep personal information only for as long as we needit for the purposes in this policy, or as the law requires. For example:
- RICA information and communication-related informationare kept for the periods required by RICA and its directives, which can be upto five years after your service ends
- financial and tax records are kept for 5 years
11.2 When we no longer need personal information, we delete itor de-identify it.
12. Security and breaches
12.1 We use appropriate technical and organisational measuresto protect personal information, including encryption, access controls andsecure storage.
12.2 You are responsible for keeping your Account logindetails confidential.
12.3 If we have reasonable grounds to believe that yourpersonal information has been accessed or acquired without authorisation, wewill notify the Information Regulator and you as soon as reasonably possible,as POPIA requires.
13. Your rights
13.1 Under POPIA, you have the right to:
- ask whether we hold personal information about you, andrequest a copy of it
- ask us to correct information that is inaccurate or outof date
- ask us to delete information we no longer have a lawfulreason to keep
- object to processing based on our legitimate interests
- withdraw your consent where we rely on it
- opt out of direct marketing at any time
- complain to the Information Regulator
13.2 To use these rights, email legal@melonmobile.co.za. Toask us to delete the information stored on the Melon app, emaildisclosures@melonmobile.co.za, as set out in our Data Deletion Policy.
13.3 We will respond within 30 days. We may need to verifyyour identity first. We may have to keep some information, such as RICArecords, where the law requires us to.
14. Cookies, analytics and app data
14.1 Our website uses cookies to remember your preferences andunderstand how the site is used. We use Google Analytics for this. You canblock or delete cookies in your browser settings, but some parts of the websitemay not work properly.
14.2 The Melon app collects the device and usage informationit needs to work, such as your device type, app version and notificationpreferences. You can manage app permissions in your device settings.
15. Children
15.1 You must be 18 or older to open an Account. We don'tknowingly collect personal information from children, except as set out inclause 15.2.
15.2 If you add a SIM for a child to a family plan, youconfirm that you are the child's parent or legal guardian and consent to usprocessing the child's personal information to provide that SIM.
16. Complaints
16.1 If you have a concern about how we handle your personalinformation, please contact our Information Officer at legal@melonmobile.co.zafirst.
16.2 You also have the right to complain to the InformationRegulator:
Information Regulator:inforegulator.org.za · POPIAComplaints@inforegulator.org.za
17. Changes to this policy
17.1 We may update this policy from time to time.
17.2 We will tell you about material changes by SMS, email orin the app before they take effect.
Companyinformation
Melon Mobile Proprietary Limited
Registration number:2023/959335/07
South Gate Office Park, TygerWaterfront, Pro Sano Park
Fountain Road, Carl Cronje Drive
Bellville, Western Cape, 7530
Information Officer: legal@melonmobile.co.za
Support (WhatsApp and phone): 0600 15 0023
