Privacy Policy

Last updated: 11 August 2026

1. INTRODUCTION

NEXCHAT AI SYSTEMS (PTY) LTD, trading as Luado Digital (“Luado Digital”, “we”, “us” or “our”), respects your privacy and is committed to handling personal information responsibly.

This Privacy Policy explains how we collect, use, store, share and protect personal information when you:

visit our website;

submit an enquiry;

request a quotation;

communicate with us;

become a client;

use services provided by Luado Digital; or

otherwise interact with us.

This Privacy Policy applies to Luado Digital websites, landing pages and services operated under luado.co.za and related Luado Digital subdomains.

We process personal information in accordance with the Protection of Personal Information Act 4 of 2013 (“POPIA”) and other applicable South African law.

2. RESPONSIBLE PARTY

For purposes of POPIA, the Responsible Party is:

NEXCHAT AI SYSTEMS (PTY) LTD
Trading as Luado Digital

Company Registration Number: [INSERT REGISTRATION NUMBER]

Business / Registered Address: [INSERT ADDRESS]

Website: www.luado.co.za

Email: hello@luado.co.za

Phone: 065 515 5932

Information Officer: [INSERT REGISTERED INFORMATION OFFICER NAME]

Questions or requests relating to personal information may be sent to hello@luado.co.za.

3. PERSONAL INFORMATION WE MAY COLLECT

We only collect personal information that is reasonably necessary for our business, services and legal obligations.

Information you provide directly may include:

your name;

surname;

email address;

telephone or WhatsApp number;

business name;

company information;

website or domain information;

business address;

billing information;

information required to prepare quotations or invoices;

proof of payment;

project requirements;

products, services or business information;

communications, feedback and support requests; and

other information you voluntarily provide to us.

Where you become a client, we may also process information necessary to configure or manage services such as websites, hosting, email accounts, domains, payment gateways, social media business accounts, advertising platforms and Google services.

4. INFORMATION COLLECTED AUTOMATICALLY

When you use our website, certain technical information may be collected automatically.

This may include:

IP address;

browser type;

device information;

operating system;

pages visited;

referral source;

approximate location derived from technical information;

date and time of visits;

website interactions;

form interactions; and

cookie or tracking identifiers.

We may collect this information through server logs, cookies, pixels and similar technologies.

5. WHY WE PROCESS PERSONAL INFORMATION

We may process personal information for purposes including:

responding to enquiries;

preparing quotations and proposals;

communicating with prospective and existing clients;

creating and managing client projects;

designing and maintaining websites;

providing hosting and email services;

setting up or connecting third-party business platforms;

providing support and maintenance;

processing and recording payments;

issuing invoices and statements;

managing outstanding accounts;

maintaining business and accounting records;

preventing fraud and misuse;

maintaining website and system security;

improving our services and website;

measuring website and advertising performance;

marketing Luado Digital where permitted by law;

complying with legal and regulatory obligations; and

establishing, exercising or defending legal rights.

We will not intentionally process personal information for purposes that are incompatible with the reason for which it was originally collected unless permitted by law.

6. GROUNDS FOR PROCESSING

Depending on the circumstances, Luado Digital may process personal information because:

you have consented to the processing;

the processing is necessary to take steps requested by you before entering into an agreement;

the processing is necessary to perform an agreement with you;

the processing is required by law;

the processing protects a legitimate interest of you or another person; or

the processing is necessary for the legitimate interests of Luado Digital or a third party where permitted by POPIA.

Where processing depends on consent, you may withdraw that consent subject to applicable law.

7. CLIENT ACCOUNTS AND THIRD-PARTY PLATFORMS

As part of providing services, Luado Digital may be given authorised access to third-party accounts belonging to a client.

These may include:

website administration accounts;

domain accounts;

hosting accounts;

email accounts;

Meta Business Suite;

advertising accounts;

Google Business Profile;

Google services;

payment gateways;

courier or shipping platforms; and

other business software.

We will use such access only for purposes reasonably connected with providing the agreed services.

Clients should provide Luado Digital only with access reasonably required to complete the work.

Where possible, we recommend granting authorised user access rather than unnecessarily sharing permanent master passwords.

8. COOKIES, ANALYTICS AND ADVERTISING TECHNOLOGY

Our website may use cookies, pixels and similar technologies.

These technologies may be used to:

operate the website;

remember preferences;

improve website performance;

measure website traffic;

understand how visitors interact with the website;

measure enquiries and conversions;

evaluate advertising performance; and

show or improve advertising where permitted.

Tools used by Luado Digital may include services such as Meta Pixel, Google Analytics, Google advertising tools or similar analytics and advertising technologies.

These third parties may receive technical information about website visits and interactions according to their own privacy practices.

Where appropriate, visitors may be given options to accept, reject or manage non-essential cookies or similar tracking technologies.

Browser settings may also allow cookies to be blocked or deleted, although doing so may affect some website functionality.

9. DIRECT MARKETING

Luado Digital may use contact information for direct marketing only where permitted by POPIA and other applicable law.

Electronic marketing may be sent where:

you have provided the required consent;

you are an existing customer and the communication is permitted by applicable law; or

another lawful basis applies.

Marketing communications will provide a reasonable method of opting out where required.

If you object to direct marketing or unsubscribe, Luado Digital will take reasonable steps to stop sending marketing communications through the relevant channel.

You may contact hello@luado.co.za if you wish to object to direct marketing.

Operational communications relating to an active quotation, project, invoice, payment, hosting account, maintenance request or contractual service are not necessarily marketing communications and may still need to be sent.

10. META, GOOGLE AND OTHER ADVERTISING PLATFORMS

Luado Digital may use advertising and measurement platforms operated by companies such as Meta and Google.

These services may help us:

measure advertising performance;

understand whether advertisements result in website visits or enquiries;

create advertising audiences;

measure conversions; and

improve advertising campaigns.

The relevant platform may process information according to its own privacy policy and settings.

Luado Digital does not control how independent third-party platforms process information within their own systems.

11. WHO WE MAY SHARE INFORMATION WITH

We do not sell personal information.

We may share personal information with third parties where reasonably necessary to operate our business or provide services.

These may include:

hosting providers;

email service providers;

website software providers;

CRM and communication platforms;

analytics providers;

advertising platforms;

payment providers;

accounting or invoicing providers;

IT and security providers;

professional advisers;

contractors or service providers working on our behalf;

government authorities or regulators where legally required; and

other parties where disclosure is required or permitted by law.

We aim to disclose only the information reasonably necessary for the relevant purpose.

Where another service provider processes personal information on our behalf, we take reasonable steps to require appropriate handling and protection of that information.

12. INTERNATIONAL TRANSFERS

Some technology and service providers used by Luado Digital may operate or store information outside South Africa.

Where personal information is transferred outside South Africa, Luado Digital will take reasonable steps to ensure that the transfer is carried out in accordance with POPIA.

Depending on the circumstances, this may include reliance on appropriate contractual protections, applicable foreign privacy protections, consent, contractual necessity or another lawful basis permitted by South African law.

13. PAYMENT INFORMATION

Luado Digital may retain information relating to quotations, invoices, payments and outstanding accounts for business, accounting and legal purposes.

Where payments are made directly by bank transfer, Luado Digital may receive information appearing on the payment or proof of payment.

If a third-party payment provider is used, sensitive payment credentials such as full card information may be processed directly by that provider rather than Luado Digital.

Luado Digital will not intentionally request or retain payment information that is not reasonably required.

14. SECURITY

Luado Digital takes reasonable technical and organisational measures to protect personal information against:

loss;

damage;

unauthorised destruction;

unauthorised access; and

unlawful processing.

However, no internet-connected service or method of electronic storage can be guaranteed to be completely secure.

Clients are also responsible for maintaining reasonable security over their own passwords, accounts, devices and authorised users.

Where a security compromise occurs and notification is required under applicable law, Luado Digital will take the steps required by law.

15. RETENTION OF INFORMATION

Luado Digital keeps personal information only for as long as reasonably necessary for the purpose for which it was collected or where retention is permitted or required by law.

Information may be retained for purposes including:

active projects;

client support;

hosting services;

accounting and tax records;

contractual records;

payment disputes;

legal claims;

fraud prevention; and

regulatory obligations.

When information is no longer required and there is no lawful reason to retain it, we will take reasonable steps to delete, destroy or de-identify it.

16. YOUR RIGHTS

Subject to POPIA and applicable law, you may have the right to:

ask whether Luado Digital holds personal information about you;

request access to personal information we hold about you;

request correction of inaccurate information;

request deletion or destruction of information where legally appropriate;

object to certain processing;

object to direct marketing;

withdraw consent where processing relies on consent; and

lodge a complaint with the Information Regulator.

Certain requests may be limited where Luado Digital is legally required or entitled to retain or process the information.

Requests may be sent to:

hello@luado.co.za

We may need to reasonably verify your identity before providing or changing personal information.

17. CHILDREN’S PERSONAL INFORMATION

Luado Digital’s commercial services are intended primarily for businesses and persons legally capable of entering into the relevant agreements.

We do not intentionally collect personal information relating to children unless there is a lawful reason and the processing is permitted under POPIA.

If you believe information relating to a child has been provided to Luado Digital improperly, please contact us.

18. THIRD-PARTY WEBSITES

Our website may contain links to websites or services operated by third parties.

Luado Digital is not responsible for the privacy practices, content or security of independently operated third-party websites.

Visitors should review the privacy information provided by those services where appropriate.

19. INFORMATION REGULATOR

If you believe that your personal information has been processed in breach of POPIA, you may contact Luado Digital first so that we have an opportunity to investigate the matter.

You also have the right to lodge a complaint with the Information Regulator of South Africa.

Information Regulator (South Africa)

Website: inforegulator.org.za

General enquiries: enquiries@inforegulator.org.za

Complaints may be submitted through the Information Regulator’s official eServices complaint process.

20. CHANGES TO THIS PRIVACY POLICY

Luado Digital may update this Privacy Policy from time to time to reflect changes in:

our business;

our services;

technology;

third-party providers; or

applicable legal requirements.

The current version will be published on our website together with the date it was last updated.

21. CONTACT

For questions, requests or concerns regarding personal information, contact: