Tremhost Privacy Policy

Privacy Policy

Last updated: 20 October 2026

This policy explains how Tremhost Pvt Ltd (“Tremhost”, “we”, “us”) collects, uses, shares and protects personal information when you visit tremhost.com, use our client area, contact us, or buy and use our services: web hosting, email, domains, VPS and cloud servers, dedicated servers, Tremhost Armor and other cybersecurity services, web design and software licences.

In brief

• We collect what we need to run your account, bill you, register your domains, support you and keep our network safe.
• We do not sell personal information.
• We share it only with providers and bodies we need to deliver the service, or where the law requires.
• Data you host with us is yours; for that data we act as your processor. See our Data Protection page.
• You can ask to see, correct or delete your information, and you can complain to POTRAZ.

1. Who we are and how to contact us

Tremhost Pvt Ltd is the data controller for the personal information described in this policy.

• Address: Office 3, Mezzanine Floor, Batanai Gardens (Cnr First Street & Jason Moyo Avenue), Harare, Zimbabwe
• Privacy requests and questions: open a support ticket and mark it “Privacy”, or use our Support page
• Support hours: Monday to Friday, 8:00am to 5:00pm; closed on weekends

We process personal information in line with the Cyber and Data Protection Act [Chapter 12:07] and its regulations.

2. What this policy covers

This policy covers personal information we collect about our customers, prospective customers, website visitors and people who contact us. It does not cover personal information inside the websites, databases, files and email you host with us. For that data you are the controller and we act as your processor; see our Data Protection page and our Terms and Conditions.

3. Information we collect

Information you give us

• Account and contact details: name, organisation, email address, phone or WhatsApp number, billing address, and identification or company documents where a domain registry or the law requires them.
• Orders and billing: services ordered, invoices, payment method type, payment confirmations and transaction references.
• Domain registration data: registrant, administrative and technical contact details required by registries and registrars.
• Support and communications: tickets, emails, WhatsApp and chat messages, call notes, and consultation bookings.
• Reviews and testimonials: content you choose to publish about us, for example on Google Reviews.

Information created when you use our services or site

• IP addresses, browser and device information, login history, and server and security logs.
• Abuse and security records: abuse reports, malware and incident evidence, and blocklist or reputation data about accounts and IP addresses.

Information from others

• Payment providers and mobile-money services confirming that a payment was made.
• Domain registries and registrars, about the domains you register or transfer.
• People who report abuse or security problems involving your account.

4. How and why we use information

• To provide and manage your services (create your account, set up hosting, email, domains and servers, process orders and payments, and give support). Basis: performing our contract with you.
• To register, renew and transfer domains. Basis: performing our contract with you, and registry rules.
• To keep our network, customers and IP reputation safe (detect and stop abuse, spam, malware and attacks). Basis: our legitimate interests, and our contract with you.
• To send service notices such as invoices, renewals, maintenance, security alerts and policy changes. Basis: performing our contract, and our legitimate interests.
• To meet legal, tax, accounting and regulatory duties and respond to lawful requests from authorities. Basis: legal obligation.
• To improve our website and services and understand how they are used. Basis: our legitimate interests.
• To send marketing where you have opted in or the law allows. Basis: your consent.

5. Who we share information with

We do not sell personal information. We share it only with:

• Payment providers and networks: mobile-money and card services such as EcoCash, InnBucks, ZimSwitch, Omari, Visa and Mastercard, to process payments.
• Domain registries and registrars: including ZISPA for .co.zw. They may hold or publish registrant data under their own rules.
• Infrastructure, security and software providers that process data for us, including Cloudflare for DNS, security and performance services, and the vendors of our billing, support, email and communications tools.
• Communication and booking services: WhatsApp (Meta) when you message us there, and Calendly when you book a consultation. Their own privacy terms also apply.
• Affected parties and abuse desks when we investigate security incidents or abuse.
• Courts, regulators and law-enforcement bodies where the law requires.
• Professional advisers such as lawyers, accountants and auditors, under confidentiality.
• A buyer or successor if our business is restructured or sold, subject to this policy.

Providers act on our instructions and are required to protect the information they receive.

6. Paying with cryptocurrency

If you pay with cryptocurrency, the transaction is recorded on a public blockchain, which we cannot change or erase. We keep the transaction reference needed to match the payment to your invoice.

7. Cookies, embeds and analytics

We use cookies and similar technologies to keep you signed in to the client area, protect the site and understand how it is used. Some pages embed or link to third-party services, for example a Google map on our Support page, Google Reviews, Calendly booking and social media. Those providers may set their own cookies and collect your IP address and device information. You can control cookies in your browser; blocking essential cookies may stop parts of the client area from working.

8. Transfers outside Zimbabwe

Some providers and servers we use are located outside Zimbabwe. Where personal information leaves Zimbabwe, we follow the Cyber and Data Protection Act’s rules on transfers outside the country and take steps to keep it protected.

9. How long we keep information

• Account and service records: while your account is active, and afterwards for as long as needed to resolve disputes and meet legal obligations.
• Invoices and financial records: for the period required by tax and accounting law.
• Support tickets and messages: for as long as needed to resolve your request and keep a record of what we agreed.
• Logs and security data: only as long as needed for security, troubleshooting and abuse investigation. Records of abuse and blocklisting may be kept longer to protect our network.
• Hosted content: after you cancel, or after we terminate a service for non-payment as described in our Terms and Conditions, we may delete the data held on that service. Backups age out on their normal cycle.
• Marketing preferences: until you unsubscribe or withdraw consent.

10. Security

We use technical and organisational measures appropriate to the risk. They are described on our Data Protection page. No system is perfectly secure. If a breach affects your personal information, we will notify you and the Data Protection Authority as the law requires.

11. Your rights and how to use them

You may ask us to confirm whether we hold your personal information, give you access to it, correct it, delete it, restrict or object to our processing, and you may withdraw consent you have given.

1. Open a support ticket and mark it “Privacy”, saying what you want.
2. We may ask you to confirm your identity so that we do not release information to the wrong person.
3. We will respond within the time the law allows and tell you if we cannot fully meet the request and why.

Some information we must keep by law, and some is held by registries under their own rules, so we may not be able to delete everything.

12. Marketing and communications

We send newsletters or promotions only where you have opted in or where the law allows. You can unsubscribe at any time using the link in a message or by contacting us. Service and security notices are not marketing and will continue.

13. Resellers and their customers

If you resell our services, you are responsible for your own customers’ personal information and for telling them how you use it. We collect your information as our customer; we do not take instructions about your customers’ data from anyone but you.

14. Children

Our services are intended for businesses and adults. We do not knowingly collect personal information from anyone under 18.

15. Changes to this policy

We may update this policy. The “Last updated” date shows the current version, and we will notify account holders of material changes.

16. Complaints

If you are not satisfied with how we have handled your information or a request, tell us first through a support ticket. You may also complain to the Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ), the Data Protection Authority.

See also our Terms and Conditions, Data Protection and Compliance pages.