Request access, correction or deletion

Send an email to sales@layer3internet.co.za with the subject line:

“User Data Deletion Request”

Include:

• Your full name
• The email address associated with your Layer 3 account
• The telephone or WhatsApp number associated with your account
• Your customer or account number, if available
• A description of the information or service to which the request relates

Do not send passwords, access tokens, banking PINs or complete payment-card details.

To protect customers against unauthorised deletion requests, Layer 3 may ask for reasonable information to verify the requester’s identity and authority over the relevant account. Verification information will be used only for processing and recording the request.

Depending on the services used and the request, deletion may include:

• Website account and profile information
• Marketing contact records and preferences
• WhatsApp and customer-support conversation records held directly by Layer 3
• Orion or automated-assistance conversation records held directly by Layer 3
• Saved enquiries, leads or form submissions
• Device, diagnostic or service information that Layer 3 is no longer required or authorised to retain

Where technically appropriate, information may be irreversibly anonymised instead of deleted.

Layer 3 may retain limited information where required or permitted for:

• Tax, accounting and financial records
• Invoices, payments and transaction history
• Contract administration
• Regulatory and legal obligations
• Fraud prevention and security investigations
• The establishment, exercise or defence of legal claims
• Resolving active complaints or disputes
• Enforcing opt-out preferences so that unwanted marketing is not resumed

Information retained for these purposes will not be used for unrelated purposes and will be protected in accordance with the Layer 3 Privacy Policy.

Data may remain temporarily in secured backups until those backups expire or are overwritten through the normal backup-retention cycle.

A deletion request submitted to Layer 3 applies to personal information controlled by Layer 3. WhatsApp, Meta, payment providers, network operators and other independent third parties may separately control information processed through their services. Customers may need to use those providers’ privacy or account-management processes to request deletion from their systems.

Layer 3 will:

1. Acknowledge the request.
2. Verify the requester’s identity where necessary.
3. Identify the relevant systems and records.
4. Delete, correct, restrict or anonymise eligible information as soon as reasonably practicable.
5. Explain any information that must lawfully be retained.
6. Confirm when the request has been completed.

Customers may request correction, restriction or access instead of complete deletion. A marketing opt-out does not require deletion of an active service account.