Privacy Policy

Last updated: 18 March 2026

This Privacy Policy (“Policy”) governs the collection, processing, use, disclosure, and protection of personal information by NexusAgents (“NexusAgents”, “we”, “us”, or “our”) in connection with the provision of the Service to the Customer (“Customer”, “you”, or “your”). By accessing or using the Service, you acknowledge that you have read, understood, and agree to this Policy.

1. Statutory Disclosures

In accordance with applicable South African electronic commerce and data protection requirements, NexusAgents provides the following information:

  • Full legal name: [Insert registered company name]
  • Registration number: [Insert registration number]
  • Physical address: [Insert physical business address]
  • Website: https://nexusagents.co.za
  • Email: privacy@nexusagents.co.za

2. Scope and Application

This Policy applies to all personal information processed by NexusAgents in connection with the Service, including personal information relating to your customers, employees, and other data subjects that you upload, transmit, or instruct us to process.

3. Information We Collect

We may collect and process the following categories of personal information:

  • Account and Contact Information: name, business name, email address, WhatsApp number, telephone number, physical address, and related details;
  • Business Configuration Data: operating hours, pricing, services offered, workflows, prompts, rules, escalation settings, and related business rules or system configurations defined by you;
  • Customer and Conversation Data: messages, leads, contacts, tasks, support tickets, interaction history, and other customer-related information processed through the Service;
  • Usage and Technical Data: IP address, device information, browser information, logs, analytics data, and usage patterns;
  • AI Interaction Data: prompts, inputs, outputs, generated responses, and related metadata used to operate and deliver the Service.

AI Interaction Data is processed to provide, maintain, secure, and improve the functionality of the Service. NexusAgents does not use Customer Data to train the foundational models of third-party AI providers unless such use is explicitly enabled, expressly opted into, or required as part of the agreed Service configuration or features.

4. Purposes and Legal Bases for Processing

We process personal information only where permitted under POPIA and for the following purposes:

  • to provide, operate, maintain, support, and improve the Service;
  • to enable AI-assisted communication and automation workflows;
  • to manage accounts, subscriptions, support, and customer communications;
  • to ensure system security and prevent fraud, abuse, or misuse;
  • to comply with legal and regulatory obligations; and
  • where required, based on consent.

While the Service facilitates automated workflows, the Customer remains responsible for the oversight, supervision, and approval of automated communications and business decisions. NexusAgents does not independently use Personal Information for fully automated decision-making that produces legal effects or similarly significant effects on Data Subjects without Customer configuration, control, and intervention.

5. Roles under POPIA

Where NexusAgents processes personal information on behalf of a Customer, the Customer acts as the Responsible Party and NexusAgents acts as an Operator.

Where NexusAgents acts as an Operator, we process personal information solely on the instructions of the Responsible Party.

If you are an individual whose personal information has been processed through our Service by one of our Customers, you should direct any requests relating to access, correction, or deletion of your information to that Customer. NexusAgents cannot fulfil such requests without the Customer’s instruction, except where required by law.

6. Subprocessors and Third-Party Services

We may engage third-party service providers, including AI model providers, hosting providers, analytics services, communications platforms, payment providers, and infrastructure vendors, to support the delivery of the Service.

These providers may process personal information in accordance with their own terms, privacy practices, and applicable data protection laws.

7. Cross-Border Transfers

Personal information may be transferred to, stored in, or processed in jurisdictions outside the Republic of South Africa.

Where such transfers occur, NexusAgents will ensure that they are carried out in accordance with applicable data protection requirements, including Section 72 of POPIA and appropriate contractual, technical, or organisational safeguards where required.

8. Security

We implement appropriate, reasonable technical and organisational measures designed to protect personal information against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access.

However, no system is completely secure, and we do not guarantee absolute security.

9. Retention

Personal information is retained for as long as necessary to provide the Service, comply with legal obligations, resolve disputes, enforce agreements, and support legitimate operational requirements, including backup and archival processes.

Customers are responsible for configuring and managing their own retention practices and settings within the Service where such functionality is made available.

10. Data Subject Rights

Subject to applicable law, Data Subjects may have the right to request access to, correction of, deletion of, or objection to the processing of their personal information, and to lodge a complaint with the Information Regulator.

Where NexusAgents acts as an Operator, such requests must be directed to the relevant Customer as the Responsible Party.

11. Cookies and Tracking Technologies

We use cookies and similar technologies to operate, secure, and improve the Service. Where required by law, we will obtain consent for non-essential cookies or similar tracking technologies.

12. Changes to This Policy

We may update this Policy from time to time to reflect changes in our practices, technology, or legal obligations. Where changes are material, we will provide notice by email, dashboard notice, or other reasonable means. Continued use of the Service after the effective date of the revised Policy constitutes acceptance of the updated Policy.

13. Contact

Email: privacy@nexusagents.co.za