Communications Policy
Effective Date: 14 September 2026
At Texchem, we believe good service starts with clear, respectful, and responsible communication. This notice explains how we communicate with our customers, what information we may collect through that communication, and how we protect the information you share with us.
This notice operates alongside, and should be read together with, our Privacy Policy, which sets out in full how we handle personal information and your rights under the Protection of Personal Information Act 4 of 2013 (POPIA). Where this notice refers to the monitoring or recording of communications, it is also issued with regard to the Regulation of Interception of Communications and Provision of Communication-Related Information Act 70 of 2002 (RICA).
How We Communicate
We may communicate with you through:
● phone calls
● SMS or WhatsApp
● website contact forms
● support tools or live chat
● social media messages where appropriate
We aim to keep all communication professional, helpful, and relevant to your enquiry, order, or service needs.
What Information We May Collect
When you contact us, place an order, request support, or do business with us, we may collect information such as:
● your name
● business or company name
● phone number and email address
● delivery or billing details
● order and transaction information
● previous communication with us
● other details needed to assist you properly
We only collect information that is reasonably necessary for business, service, legal, or operational purposes.
When you contact us, place an order, request support, or do business with us, we may collect information such as:
● your name
● business or company name
● phone number and email address
● delivery or billing details
● order and transaction information
● previous communication with us
● other details needed to assist you properly
We only collect information that is reasonably necessary for business, service, legal, or operational purposes.
How We Use Your Information
We may use your information to:
● respond to enquiries
● process orders
● provide support and customer service
● manage deliveries and account matters
● send important service or order-related updates
● improve our service and communication
● meet legal, accounting, or contractual obligations
We may use your information to:
● respond to enquiries
● process orders
● provide support and customer service
● manage deliveries and account matters
● send important service or order-related updates
● improve our service and communication
● meet legal, accounting, or contractual obligations
We do not use your information for misleading, unlawful, or unrelated purposes.
Payment Information
For your security, Texchem does not store or retain customers' full card, bank, or other sensitive payment information on its own systems where payments are processed through a third-party provider.
For your security, Texchem does not store or retain customers' full card, bank, or other sensitive payment information on its own systems where payments are processed through a third-party provider.
All payment information is captured on the secure site or platform of a duly accredited third-party payment switch or payment service provider. That provider is responsible for processing and safeguarding your payment information.
Texchem may receive limited transaction details needed for business purposes, such as:
● payer name
● payment reference
● payment status
● amount paid
● settlement confirmation
Please do not send full card details, CVV numbers, PINs, banking passwords, or similar sensitive payment information to us by email, WhatsApp, SMS, or chat.
● payer name
● payment reference
● payment status
● amount paid
● settlement confirmation
Please do not send full card details, CVV numbers, PINs, banking passwords, or similar sensitive payment information to us by email, WhatsApp, SMS, or chat.
Confidential Information
We understand that some information shared with us may be confidential. This may include pricing, formulas, supplier information, commercial terms, product requirements, or customer-specific business details.
We understand that some information shared with us may be confidential. This may include pricing, formulas, supplier information, commercial terms, product requirements, or customer-specific business details.
We take reasonable steps to protect confidential information and to limit access to authorised persons who need it for legitimate business purposes.
Personal Information
Texchem is committed to handling personal information responsibly and with care, in accordance with POPIA. Personal information will only be collected, used, stored, and shared where necessary for a lawful business purpose.
Texchem is committed to handling personal information responsibly and with care, in accordance with POPIA. Personal information will only be collected, used, stored, and shared where necessary for a lawful business purpose.
We take reasonable steps to protect personal information against unauthorised access, misuse, loss, or disclosure. For full detail on your rights regarding personal information — including access, correction, deletion, and how to lodge a complaint — please see our Privacy Policy or contact our Information Officer, Lizelle Parsons, at [email protected].
Our Communication Standards
When dealing with customers, we aim to:
● communicate clearly and respectfully
● provide accurate and useful information
● protect personal and confidential information
● keep records where reasonably necessary for service, legal, or operational reasons
Only authorised persons may issue official statements, marketing communications, or public responses on behalf of Texchem regarding pricing, complaints, incidents, legal matters, or product claims.
When dealing with customers, we aim to:
● communicate clearly and respectfully
● provide accurate and useful information
● protect personal and confidential information
● keep records where reasonably necessary for service, legal, or operational reasons
Only authorised persons may issue official statements, marketing communications, or public responses on behalf of Texchem regarding pricing, complaints, incidents, legal matters, or product claims.
Security
We take reasonable measures to protect our systems and communications. These may include:
● secure access controls
● password protection
● monitoring for suspicious activity
● fraud and phishing awareness
● verification of unusual payment or banking requests
● software and system updates where appropriate
We take reasonable measures to protect our systems and communications. These may include:
● secure access controls
● password protection
● monitoring for suspicious activity
● fraud and phishing awareness
● verification of unusual payment or banking requests
● software and system updates where appropriate
While no electronic system is completely risk-free, we work to protect the information entrusted to us and encourage customers to use care when sharing information electronically.
Recordkeeping
Texchem may retain communications and related business records for as long as reasonably necessary for customer service, operational, legal, accounting, contractual, or compliance purposes. Indicative retention periods for personal information are set out in our Privacy Policy.
Texchem may retain communications and related business records for as long as reasonably necessary for customer service, operational, legal, accounting, contractual, or compliance purposes. Indicative retention periods for personal information are set out in our Privacy Policy.
Monitoring of Communications
Subject to applicable law, Texchem may monitor, store, and review communications made through company systems where necessary for customer service, security, compliance, fraud prevention, investigations, and business continuity.
Subject to applicable law, Texchem may monitor, store, and review communications made through company systems where necessary for customer service, security, compliance, fraud prevention, investigations, and business continuity.
In line with RICA, we make reasonable efforts to inform customers and other parties, including through this notice, that communications with Texchem made by email, phone, SMS, WhatsApp, website chat, or other company communication channels may be monitored, recorded, or reviewed for the purposes described above. Where monitoring is not otherwise permitted by law, we will only do so with the relevant party's consent.
How You Can Help
To help protect your information, please:
● use appropriate communication channels
● verify any unusual payment or banking requests
● avoid sending sensitive payment information by ordinary email or message
● notify us if you believe there has been an error, suspicious message, or unauthorised disclosure
To help protect your information, please:
● use appropriate communication channels
● verify any unusual payment or banking requests
● avoid sending sensitive payment information by ordinary email or message
● notify us if you believe there has been an error, suspicious message, or unauthorised disclosure
Updates
We may update this notice from time to time. The latest version published by Texchem will apply from its effective date.
We may update this notice from time to time. The latest version published by Texchem will apply from its effective date.
Contact Us
If you have any questions about this notice or how Texchem handles customer communications and information, please contact our Information Officer, Lizelle Parsons, at [email protected].
If you have any questions about this notice or how Texchem handles customer communications and information, please contact our Information Officer, Lizelle Parsons, at [email protected].