Privacy policy

1. Who we are

LENCOE (Pty) Ltd, referred to here as LENCOE, we, us or our, respects your privacy and takes the protection of your personal information seriously. This policy explains how we look after personal information when you visit our website, use our client portal, subscribe to our trading software, or work with us on a software project.

If you are a client whose system we built, this policy covers the information we hold about you as our customer. Information inside a system we built for you belongs to you and is handled under your own privacy policy and our written agreement, not this one.

2. What we collect

We collect only what we need in order to do business with you.

Information you give us

• Identity: first name, last name and username.
• Contact: email address, telephone number and billing address.
• Company: your business name and role, where you give it.
• Enquiry content: whatever you write in a contact form or send us by email.
• Financial: subscription history and partial card details. Full card numbers are entered on our payment provider’s secure page and are never stored on our website.

Information we collect automatically

• Technical: IP address, browser type and version, device type and login records.
• Usage: which pages you visit and how you move through the site, so we can improve it.

Conversations with NyViA

If you use the NyViA assistant on this website, the conversation is stored so we can improve the service and answer follow-up questions. Do not type payment card details, passwords or identity numbers into it. If you would like a conversation deleted, ask us and we will remove it.

3. How we use it

We use your personal information to:

• register you as a customer and give you access to the client portal;
• process your subscription, including payments, fees and charges;
• reply to your enquiry and prepare a quote or proposal;
• deliver and support the software or services you have bought from us;
• tell you about changes to our terms, pricing or this policy;
• improve our website, our products and our support; and
• meet our legal and accounting obligations.

4. Why we are allowed to use it

We only process personal information where we have a lawful reason to. Usually that is one of the following:

• To perform a contract with you, such as running your subscription or delivering a project.
• With your consent, such as when you tick the box on our contact form.
• For our legitimate interests, such as keeping our systems secure and improving our service, where those interests do not override your rights.
• To comply with the law, such as keeping accounting records.

5. Who else sees it

We share personal information only where it is necessary, and only with parties who are required to protect it:

• Payment providers who process your card payment. Card details go directly to them.
• Hosting and infrastructure providers who run the servers our services sit on.
• Professional advisers such as our accountants and lawyers, where required.
• Authorities, where the law requires us to disclose information.

Some of these providers operate outside South Africa. Where information is transferred abroad, we take reasonable steps to ensure it receives a comparable level of protection.

6. How we keep it safe

We use appropriate technical and organisational measures to prevent personal information being lost, misused or accessed without authorisation. Traffic between you and our systems is encrypted. Passwords are stored in a form that cannot be read back. Access to personal information is limited to the people who need it to do their job, and that access is recorded.

No system is perfectly secure. If a breach occurs that is likely to affect you, we will notify you and the Information Regulator as required by law.

7. How long we keep it

We keep personal information only as long as we need it for the purpose we collected it, and for as long as the law requires. In practice:

• Enquiries that do not become projects: up to 24 months, then deleted.
• Client and subscriber records: for the life of the relationship, then as long as tax and company law requires, currently five years.
• NyViA conversations on this website: up to 12 months, or sooner on request.
• Technical logs: usually 90 days.

8. Your rights

Under POPIA you have the right to:

• ask what personal information we hold about you and get a copy of it;
• ask us to correct anything that is wrong or incomplete;
• ask us to delete information we no longer have a reason to keep;
• object to us using your information for a particular purpose;
• withdraw your consent at any time, where consent was our basis for using it; and
• complain to the Information Regulator of South Africa if you believe we have handled your information unlawfully.

To exercise any of these, email info@lencoefx.com. We will respond within 30 days and we do not charge for reasonable requests.

9. Cookies

We use a small number of cookies. Some are necessary to keep the site working and to keep you signed in to the portal. Others help us understand which pages people find useful. You can decline non-essential cookies using the notice that appears on your first visit, and you can clear cookies at any time in your browser settings. Declining does not stop you using the site.

10. Links to other sites

Our website links to other organisations, including brokers such as IC Markets, Pepperstone, OANDA and Exness, and our payment providers. Clicking those links takes you to sites we do not control. We are not responsible for their privacy practices, and we suggest you read their policies before giving them information.

11. Changes to this policy

We update this policy when our business, the law or our technology changes. The date at the top shows when it was last revised. Where a change materially affects you, we will tell you by email or through the portal.

12. Contact us

Questions about this policy, or about the information we hold on you:

• Email: info@lencoefx.com
• Phone: +27 61 531 5074
• Address: Ronelle Street, Cape Town, 7550, South Africa