Privacy policy

Privacy policy

Hop Fibre respects your privacy and processes your personal information in line with the Protection of Personal Information Act, 2013 (POPIA). This policy explains what we collect, why, who we share it with and your rights.

Who we are

Hop Fibre is a division of Fibre-Net (Pty) Ltd (registration number 2017/354611/07, VAT number 4440293670), Suite W005, Midlands Office Park West, Mount Quary Street, Midlands Estate, 1692. Fibre-Net is the responsible party for your personal information. You can reach our information officer at support@hopfibre.co.za.

What we collect

Your name, ID or passport number, contact details (email and mobile), the address where we install your service, your company details if you're a business, your bank or card details for payments, your payment history, records of your support requests and messages, and technical information about your connection (such as your router and usage).

Why we collect it

To check coverage, sign you up and connect your service; to bill you and collect payment; to support you and tell you about outages and changes to your service; to protect our network and prevent fraud; and to meet our legal duties (for example tax and consumer law). We only send you promotions if you agreed to receive them, and you can stop them at any time.

Who we share it with

Only who we need to: the fibre network operator that provides your line, our payment and debit order providers, credit bureaus and debt collectors if an account stays unpaid, couriers that deliver your equipment, and the providers that send our emails and WhatsApp messages. Each of them must protect your information. We never sell your personal information.

Information that leaves South Africa

Some of our service providers (such as cloud hosting, email and WhatsApp) store information outside South Africa. We only use providers in countries with similar data protection laws, or who are bound by agreements that protect your information as POPIA requires.

How long we keep it

For as long as you're our customer, and afterwards only as long as the law requires (financial records for five years) or we need it to resolve a dispute. Then we delete or anonymise it.

How we protect it

Bank and ID numbers are stored encrypted. Only staff who need your information can see it, every staff sign-in needs a two-step code, and we keep a record of who changes what.

Your rights

You may ask what information we hold about you and get a copy, ask us to correct or delete it, object to us using it, and stop direct marketing at any time. Most of this you can do in My account; for anything else email support@hopfibre.co.za. If you're not happy with how we handled your information, you may complain to the Information Regulator (inforegulator.org.za).

Cookies

Our website only uses the cookies it needs to work, such as keeping you signed in to My account. We don't use advertising cookies.

Changes to this policy

We may update this policy from time to time. The latest version is always on this page.