Privacy Policy

This Privacy Policy explains how Nexus Logic (Pty) Ltd ("Nexus Logic", "Service Sense", "we", "us" or "our") collects, uses, shares and protects personal information through the Service Sense website, dashboard, QR codes and feedback forms (the "Services"). It is issued in terms of the Protection of Personal Information Act 4 of 2013 ("POPIA") and should be read with our Terms of Service.

1. Who we are

Service Sense is a product of Nexus Logic (Pty) Ltd, a private company registered in South Africa (registration number 2026/756972/07), of 4 Cherry Creek, Blanco, George. Email: info@servicesense.co.za. Telephone: 081 354 4840.

Security notice: We will never ask you for your password, one-time PIN (OTP), card details or banking login by phone, SMS, WhatsApp or email. Official emails come only from the servicesense.co.za domain. Report anything suspicious to info@servicesense.co.za.

2. Information Officer

Our Information Officer is responsible for our compliance with POPIA and for dealing with requests about personal information.

• Information Officer: NW Hunt
• Email: info@servicesense.co.za (please mark your email "Attention: Information Officer")
• Telephone: 081 354 4840
• Postal and physical address: 4 Cherry Creek, Blanco, George

3. Our role: responsible party or operator

POPIA distinguishes between a "responsible party", which decides why and how personal information is processed, and an "operator", which processes it on behalf of a responsible party.

• Nexus Logic (Pty) Ltd (trading as Service Sense, registration number 2026/756972/07) is the responsible party for information about our Subscribers and their users, and visitors to our website.
• We are an operator for feedback that customers and staff submit through a business's QR code. The business that displays the QR code is the responsible party for that information and decides how it is used. If you gave feedback to a business, you may contact that business directly about your information, or contact us and we will pass your request on.

4. What we collect

4.1 Subscribers (businesses using Service Sense)

• Owner or contact person's name, surname, email address and, where provided, cellphone number.
• Business name, category, locations, departments and branding (such as logos).
• Names of staff members the business chooses to display in Service Champions.
• Plan, subscription status, invoices, payment references and payment status. We do not receive or store full card numbers; these are handled by our payment provider.
• Any NLA reference code used when signing up.
• Login records and account activity.

4.2 Customers giving feedback (Respondents)

• Star ratings, multiple-choice answers and written comments.
• Your name, if you choose to add it to a multiple-choice survey. It is optional and is shared only with the business that runs the survey.
• Staff completing a Staff Training project: their name (required or optional, as the employer chooses), their answers and quiz score. These are shared only with their employer.
• Video feedback, if you choose to record one. Videos may show your face and voice.
• Ratings of named staff members (Service Champions).
• If you enter a reward competition: your name, contact number and your consent choices.
• Date and time of submission, and a technical marker stored on your device to prevent duplicate submissions.

4.3 Staff using Employee Voice

Employee Voice is designed to be anonymous. We do not ask for your name or contact details, and we do not provide businesses with any information that identifies who submitted feedback. Please avoid including identifying details in your comments if you want to stay anonymous.

4.4 Nexus Logic Agents (NLAs)

NLAs are independent resellers who apply and are appointed through nexuslogic.co.za. Their personal information is collected and handled under the Nexus Logic Privacy Policy published there, not this policy. On Service Sense we only record which NLA reference code, if any, a Subscriber used when signing up.

4.5 Website visitors

• Technical information that our hosting and security providers log automatically, such as IP address, browser type, device type and pages requested.
• Essential browser storage used to keep you logged in and prevent duplicate feedback submissions. We do not use this storage for advertising.
• If you open a link shared by a Nexus Logic Agent, the agent's code is kept in your browser (until you clear your browser data or open another agent's link) so it can be filled in for you if you sign up, and it is added to Service Sense links you share from this site so that agent is credited. Only the code is stored, and it is not sent to us unless you sign up. An agent who turns on their personal share link has their own code kept in their browser.
• If you use the Tailored Solutions "Contact me" form: your name and the phone number and/or email address you give us. We use these only to contact you and arrange a meeting about your request, and keep them only as long as needed for that.
• We do not currently use analytics or advertising tools. If we introduce them, we will update this policy before they go live and, where required, ask for your consent.

5. Why we use it

We only process personal information for specific, lawful purposes, as required by sections 11 and 13 of POPIA:

We do not make decisions about you based solely on automated processing that have legal or similarly significant effects on you.

6. Children and special personal information

• Accounts are only for people aged 18 or older.
• The Services are not designed to collect information from children. Anyone under 18 should only enter a competition or leave contact details with the consent of a parent or guardian.
• We do not ask for special personal information, such as health, religious beliefs, race, trade union membership or biometric information. Please do not include it in feedback. Businesses may not use the Services to collect it.
• Video feedback is stored as a video recording only. We do not use it for facial recognition or to identify anyone.

7. Who we share it with

We do not sell or rent personal information. We only share it as follows:

• With the business you gave feedback to. Feedback, and any contact details you give for a competition, are available to that business in its dashboard. Employee Voice feedback is shown without identifying details.
• With Nexus Logic Agents (NLAs). If a Subscriber signs up with an NLA's reference code, that NLA can see the Subscriber's business name, plan, number of locations or QR codes, and subscription status, so that commission can be calculated. NLAs never see feedback, Respondent details or payment details.
• With our service providers, who process information only on our instructions and under confidentiality and security obligations:
  • Supabase: database, file storage and user login (hosted in Ireland, EU)
  • Hostinger: website hosting
  • Resend: sending account and notification emails
  • Cloudflare: domain name services and security
  • Paystack: payment processing
  • Anthropic: AI analysis of survey results, only when a Premium subscriber asks for an AI report (USA). Only questions, ratings, multiple-choice answers and comments are sent, never names, contact numbers or videos.
• When required by law, for example to comply with a court order, a request from a regulator or law enforcement, or to protect our rights, our users or the public.
• If the business is sold or restructured, to the new owner, who must continue to protect your information in line with this policy.

8. Transfers outside South Africa

Our main database is hosted in Ireland, within the European Union, and some of our other service providers may process information in other countries. Under section 72 of POPIA, we only transfer personal information outside South Africa where the recipient is subject to laws, binding corporate rules or a binding agreement that provide a level of protection substantially similar to POPIA, or where another ground in section 72 applies. Information hosted in the EU is protected by the General Data Protection Regulation (GDPR). When a subscriber requests an AI report, survey questions, ratings and comments are processed by our AI provider in the United States under its commercial terms, which do not permit it to use that data to train its models.

9. How long we keep it

We keep personal information only for as long as we need it for the purpose it was collected, or as the law requires, in line with section 14 of POPIA.

We may keep information longer where needed to resolve a dispute or defend a legal claim, and we will restrict its use during that time.

10. How we protect it

• Encrypted connections (HTTPS) across the website and Services.
• Access controls, so that each business, NLA and administrator can see only the information they are entitled to.
• One-time email verification codes for account confirmation.
• Reputable service providers with their own security certifications and controls.

No system is completely secure. If we have reasonable grounds to believe that personal information has been accessed or acquired by an unauthorised person, we will notify the Information Regulator and the affected people (or, where we act as operator, the responsible business) as required by section 22 of POPIA.

11. Direct marketing

• We will only send you marketing about Service Sense if you have consented, or if you are an existing customer and the marketing relates to similar services, as permitted by section 69 of POPIA.
• Every marketing message will include a way to unsubscribe at no cost. You can also email info@servicesense.co.za at any time.
• Account, billing and security messages are not marketing and will still be sent while you have an account.
• We never use Respondents' contact details to market Service Sense. Businesses may only use Respondents' contact details for marketing if the Respondent opted in.

12. Your rights

Under POPIA you have the right to:

• ask whether we hold personal information about you and request a copy of it (section 23);
• ask us to correct, update or delete information that is inaccurate, out of date, excessive or unlawfully obtained (section 24);
• object to the processing of your information on reasonable grounds, and to object to direct marketing at any time (section 11(3));
• withdraw consent you have given, without affecting processing that took place before you withdrew it; and
• lodge a complaint with the Information Regulator.

To make a request, email our Information Officer at info@servicesense.co.za, marked "Attention: Information Officer". We may need to confirm your identity before acting on it. We will respond within a reasonable time. Requests for access to records may be handled in terms of the Promotion of Access to Information Act 2 of 2000, which may allow a prescribed fee. Our PAIA Manual sets out the procedure.

If you are not satisfied with our response, you may contact the Information Regulator (South Africa) through its website: inforegulator.org.za.

13. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page with its "last updated" date. If we make a material change, we will notify Subscribers by email or on their dashboard before it takes effect.

14. Contact us