Privacy

Who is responsible for personal information

(operator details not published yet), trading as TrustLink Namibia, is responsible for deciding how personal information is used. Privacy requests may be sent to (privacy email not published yet) or the Contact page.

Information we collect

• Account information: name, email, mobile number, preferred language, town, password credentials managed by the authentication provider and account settings.

• Role information: Customer Mode and Provider Mode status, subscriptions, entitlements and restrictions.

• Provider information: business name, services, service areas, experience, training, licences, portfolio, pricing information and public profile content.

• Verification information: identity document, selfie, proof of address, references, vehicle or service documents, verification outcome and review notes.

• Job and transport information: descriptions, approximate and exact locations, dates, budgets, photographs, load details, quotations, selections, completion and payment-confirmation records.

• Communications: in-platform messages, support requests, complaints, reports and review responses.

• Platform payment information: plan, invoice, amount, payment date, reference, proof of payment, approval status and refund records. TrustLink must not request banking passwords, card PINs or one-time codes.

• Trust and safety information: reports, blocks, no-shows, confirmed policy violations, fraud indicators and audit logs.

• Technical information: device/browser information, IP address, security logs, session data, error information, cookie choices and platform usage events.

• Voice information: speech-to-text input and the edited transcript. Raw audio must not be retained unless TrustLink clearly tells the user, explains why and obtains any required consent.

How we use information

• create and secure accounts;

• operate Customer Mode, Provider Mode, matching, quotations, messaging, completion and reviews;

• verify identity, qualifications, payments and eligibility;

• hide and later disclose contact details according to the job workflow;

• process provider service-category subscriptions, the once-off provider verification fee and refunds;

• prevent fraud, spam, unsafe conduct and unauthorised access;

• investigate complaints, moderate content and enforce policies;

• send service, renewal, security and support messages;

• improve accessibility, reliability, categories, matching and price guides;

• comply with legal obligations and protect users' rights and safety.

Reasons for using information

Depending on the information and purpose, TrustLink relies on the user's request or agreement, consent where appropriate, compliance with legal obligations, and legitimate interests in operating a safe and reliable marketplace. Where consent is used, it may be withdrawn, but withdrawal does not invalidate earlier lawful processing or records that must be retained.

What becomes public

Approved provider profiles may show the provider's display or business name, town or service area, services, portfolio, price information, verification badges, average rating, review count and published reviews. A badge must explain what was actually checked.

Customer phone numbers, email addresses, exact addresses, identity documents, payment proofs, private messages and complaint evidence are not public. Public reviews should identify the author only as a verified customer, with limited job context such as category and month/year.

When information is shared

TrustLink may share information:

• with another user when required for a legitimate matching, selected-provider or completed-job workflow;

• with administrators and trained support personnel who need it for verification, payment, safety or complaints;

• with contracted hosting, database, storage, email, SMS, analytics, security and AI service providers under appropriate confidentiality and security controls;

• with professional advisers, auditors, insurers or transaction partners where necessary and lawful;

• with law-enforcement, courts, regulators or other authorities when legally required or reasonably necessary to protect life, safety, rights or the platform;

• as part of a genuine business reorganisation, with notice and continued protection where required.

TrustLink does not sell personal information. The final website must publish or link to an accurate list of material service providers and identify any important cross-border processing.

Artificial intelligence and automated assistance

Automated tools may process job text, transcripts, categories, matching factors, support messages and fraud indicators. TrustLink must minimise the data sent, restrict service providers from using it for unrelated purposes where contractually possible, and keep a manual alternative for core workflows.

Identity approval, payment approval, permanent account closure and final complaint decisions require authorised human review. Users may request manual reconsideration of a material automated recommendation.

Cookies and analytics

TrustLink may use essential cookies for sign-in, security, language, mode selection and session continuity. Non-essential analytics or advertising cookies should be used only after clear notice and any required choice. The website must provide an accurate cookie list before enabling non-essential tracking.

Retention

TrustLink keeps information only for as long as needed for the stated purpose, safety, disputes and applicable accounting or legal requirements. The operating system should implement and document this schedule:

• Incomplete registrations: delete or anonymise after 90 days unless needed for fraud prevention.

• Raw identity and selfie files: delete after verification and a short appeal period, proposed at 90 days, unless a complaint, legal hold or stronger requirement applies. Keep the verification outcome and audit record separately.

• Jobs, quotations and messages: proposed three years after completion or closure, unless a complaint or legal requirement needs longer retention.

• Invoices, payment proofs and refunds: retain for the applicable accounting, tax, fraud and dispute period confirmed by counsel and the accountant.

• Complaints, serious safety reports and audit logs: proposed five years after closure, or longer where a legal hold applies.

• Public reviews: retain while relevant to the provider profile; remove personal identifiers or delete where legally required and compatible with review integrity.

• Closed accounts: delete or anonymise ordinary profile information after the retention period while preserving necessary payment, fraud, safety and legal records.

Your choices and requests

Subject to applicable law and necessary verification, users may ask TrustLink to:

• confirm whether their information is held and provide a copy;

• correct inaccurate or incomplete information;

• delete information that is no longer needed;

• close an account;

• withdraw consent or stop optional marketing;

• object to or request review of certain processing;

• receive an explanation and manual review of a material automated recommendation;

• complain about privacy or security handling.

TrustLink should acknowledge a privacy request within two working days and provide a substantive response within a reasonable period, proposed at 30 days. If more time is needed, TrustLink should explain why.

Security

TrustLink uses access controls, private storage, Row Level Security, limited administrator access, audit logs, secure transport, input validation, rate limits and other appropriate safeguards. No system is perfectly secure. Users must protect their password and immediately report suspected account misuse.

If a personal-information incident creates a material risk, TrustLink should investigate promptly, contain the incident, preserve evidence and notify affected users and authorities where required or appropriate.

Children

TrustLink accounts are for people aged 18 or older. A customer posting childcare, tutoring or transport work must avoid including a child's full name, school schedule, photograph, medical information or exact routine unless strictly necessary and shared only with the selected, eligible provider.

Changes and contact

TrustLink may update this Notice when services, providers or law change. Material changes should be communicated before they take effect where practical. Privacy questions and requests may be sent to (privacy email not published yet) or through the Contact page.