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Privacy Policy


1. POPIA Privacy Policy

Effective Date: 22 September 2026

Company: TRUE NORTH (Pty) Ltd ("the Company", "we", "us", or "our")

1.1 Purpose and Scope

This Privacy Policy outlines how TRUE NORTH collects, processes, stores, and protects personal information in accordance with the Protection of Personal Information Act No. 4 of 2013 (POPIA) and applicable South African data protection legislation. It applies to all visitors, clients, and partners interacting with our website, online platforms, and services.

1.2 Information We Collect

We may collect and process both personal and corporate information, including:

  • Contact Data: Full name, business name, company registration number, email address, phone number, and physical/postal address.

  • Billing and Financial Data: Invoicing details, VAT numbers, payment confirmation details, and banking information required for transactions.

  • Technical and Usage Data: IP addresses, browser types, operating systems, and page interaction data collected via essential analytics cookies.

  • Service/Operational Data: Technical specifications, project parameters, survey records, and correspondence provided to deliver our professional services.

1.3 Legal Grounds and Purpose of Processing

Your personal information is processed strictly for legitimate business and contractual purposes:

  • Fulfilling contractual obligations and delivering requested services or goods.

  • Issuing quotes, tax invoices, statements, and processing payments.

  • Complying with statutory tax, company law, and regulatory reporting duties.

  • Communicating operational updates, project deliverables, and direct customer support.

  • Protecting legitimate business interests, preventing fraud, and resolving disputes.

1.4 Third-Party Sharing and Cross-Border Transfers

  • Service Providers: We only disclose personal information to vetted third-party service providers (e.g., cloud hosting, enterprise accounting systems, legal counsel, or courier/logistics partners) bound by confidentiality and security safeguards.

  • Cross-Border Transfers: Where data is processed or stored via cloud infrastructure located outside South Africa, we ensure the recipient country provides an adequate level of data protection comparable to POPIA, or that binding contractual agreements protect your rights.

  • No Sale of Data: We do not sell, rent, or trade your personal information to third parties.

1.5 Data Security and Retention

We maintain robust administrative, technical, and physical safeguards to prevent unauthorized access, accidental loss, damage, or destruction of personal records. Personal information is retained only as long as necessary to fulfill the original purpose of collection or to comply with statutory retention periods under South African law (e.g., SARS tax records retained for 5 years).

1.6 Data Subject Rights

Under POPIA, you have the right to:

  • Request confirmation of whether we hold your personal information.

  • Request access to, correction of, or deletion of inaccurate, irrelevant, or obsolete records.

  • Object to processing on reasonable grounds, subject to contractual or legal requirements.

  • Lodge a complaint with the Information Regulator (South Africa) (complaints.IR@justice.gov.za).

2. Refund, Cancellation, and Returns Policy

2.1 Service Engagements and Retainers

  • Cancellation Prior to Commencement: If a client cancels a signed project or confirmed order in writing before work begins, TRUE NORTH reserves the right to retain a reasonable cancellation fee to cover administrative, scheduling, and onboarding costs.

  • Work in Progress: Once work, field data collection, or service execution has commenced, cancellations will be billed pro-rata for all completed hours, deliverables, and non-refundable disbursements incurred up to the date of cancellation.

  • Milestone Deliverables: Work formally approved at predefined project milestones is final and non-refundable.

2.2 Goods and Equipment

  • Return of Defective Goods: Any equipment, hardware, or physical items delivered defective or damaged must be reported in writing within 8 (eight) calendar days of delivery.

  • Remedies: Upon verification of a manufacturing defect or transit damage not caused by client mishandling, TRUE NORTH will, at its discretion, repair the item, supply a replacement, or issue a credit note.

  • Non-Returnable Items: Custom-manufactured equipment, calibrated supplies, or specialized software configurations cannot be returned once delivered and inspected, unless proven inherently defective.

3. Credit, Billing, and Debt Collection Policy

3.1 Payment Terms

  • All invoices issued by TRUE NORTH are due and payable within 21 (twenty-one) business days from the invoice date, unless explicitly agreed otherwise in a signed contract or formal quotation.

  • All invoiced amounts are payable in full without deduction, set-off, or bank transfer charges. Any domestic or international withholding taxes must be settled directly by the client without reducing the net amount received by TRUE NORTH.

3.2 Overdue Accounts and Suspension

  • Late Interest: Amounts outstanding past the due date accrue interest at 10% per annum (calculated daily from the due date until full payment is received).

  • Service Suspension: TRUE NORTH reserves the right to pause ongoing work, withhold final reports or certification, and revoke portal access if an account is overdue, following 7 (seven) days' formal written reminder.

3.3 Debt Collection and Legal Recovery

  • External Handover: Accounts that remain unpaid after 60 (sixty) calendar days from the original due date will be handed over to an external debt recovery agency or legal firm.

  • Liability for Costs: The client is liable for all recovery expenses incurred by TRUE NORTH, including debt collection commissions, tracing fees, and legal costs on an attorney-and-own-client scale.

4. Service Level Agreement (SLA) & Delivery Policy

4.1 Delivery Timelines

  • TRUE NORTH uses commercially reasonable best efforts (best endeavours) to meet all agreed milestones, project timelines, and delivery dates.

  • Timeframes provided in proposals are estimates based on regular operational conditions. TRUE NORTH is not liable for project delays caused by client response latency, incomplete site access, equipment courier delays, or force majeure events.

4.2 Client Obligations and Site Access

Timely completion of deliverables depends on client cooperation. The client agrees to:

  • Provide timely access to facilities, personnel, documentation, and relevant operational data.

  • Review interim draft deliverables and submit consolidated feedback or sign-offs within 5 (five) business days of receipt.

  • Ensure all necessary health, safety, and operational site permits are arranged prior to scheduled visits.

4.3 Review and Acceptance of Deliverables

  • Deliverables (reports, data summaries, technical findings, or consulting recommendations) shall be deemed accepted if no written dispute or adjustment request is received within 8 (eight) calendar days of delivery.

5. Website Acceptable Use & Intellectual Property Policy

5.1 Permitted Use

This website and its digital assets are provided for informational and client engagement purposes. You agree not to:

  • Use the site to transmit unlawful, defamatory, or harmful material.

  • Interfere with site security, attempt unauthorized server access, or distribute automated scrapers, crawlers, or malicious code.

  • Misrepresent your identity or affiliation when submitting inquiry forms or requests for quotation.

5.2 Intellectual Property Rights

  • All content on this website—including text, graphics, logos, document templates, methodologies, and branding—is the exclusive intellectual property of TRUE NORTH or its licensors and is protected by South African and international copyright laws.

  • No part of this website or proprietary materials may be copied, reproduced, distributed, or modified without prior written authorization from TRUE NORTH.

5.3 Contact Information

For questions, notices, or requests regarding these policies: