Monitor Use of Our Services

Provide customer support

• Communicate and provide additional information that may be of interest to users through email or other means, such as special offers, announcements, and marketing materials;
• Conduct online research surveys regarding the Site and Service;
• Combine datasets to create aggregated data for internal evaluation and analysis;
• Share anonymised or personalised tokens across Hemptons’ platforms to provide the Service;
• Send you reminders, technical notices, updates, security alerts and support and administrative messages, service bulletins, or marketing;

Raw Octane / Hemptons may process your personal information because:

• We need to perform a contract with you;
• You have given us permission to do so;
• The processing is in our legitimate interests and it’s not overridden by your rights;
• For payment processing purposes;
• To comply with the law.

Retention of Information

You agree to allow us to keep your personal information after we have finished processing it for its original purpose. You can ask us to delete any information we have of you by making a request in writing.

Hemptons/Raw Octane will retain your personal information only for as long as is necessary for the purposes set out in this Privacy Policy. We will retain and use your personal information to the extent necessary to comply with our legal obligations (for example, if we are required to retain your information to comply with applicable laws), resolve disputes, and enforce our legal agreements and policies.

Hemptons/Raw Octane will also retain usage information for internal analysis purposes.

Disclosure to Third Parties

Although Raw-Octane.com may provide users’ information, to service providers that handle information on its behalf e.g. our Payment Gateway, it will usually not share the information with third parties or other public entities for secondary or unrelated purposes unless otherwise disclosed at the point of collection.

Personal information may be transmitted internationally through Hemptons or to third parties for the purposes identified above. This will not include transfer to countries without data protection rules like those in effect in the user’s country of residence. By providing information to Hemptons through this platform, the user is consenting to such transfers.

Where appropriate, personal information may be disclosed to law enforcement, regulatory or other government agencies, or third parties where necessary or desirable to comply with legal or regulatory obligations or requests or for the purposes identified above.

Access to Personal Information

If personal information has been submitted to this platform, users who wish to review their personal information may do so by contacting info@hemptons.co.za

In all cases, Hemptons will treat requests to access information or change information by applicable legal requirements.

Security

The security of your Personal Information is important to us but remember that no method of transmission over the Internet, or method of electronic storage, is 100% secure. While we strive to use commercially acceptable means to protect your Personal Information, we cannot guarantee its absolute security.

Raw-Octane.com has in place reasonable commercial standards of technology and operational security to protect all information provided by users from loss, misuse, alteration or destruction. All reasonable steps will be taken to secure a user’s data. Authorised employees, who are responsible for the maintenance of any data submitted, are required to maintain the confidentiality of such data.

It is expressly prohibited for any person, business or entity to gain or attempt to gain unauthorised access to any page on this site, or to deliver or attempt to deliver any unauthorised, damaging or malicious code to this site. If a person delivers or attempts to provide any unauthorised, harmful or malicious code to this platform or attempts to gain unauthorised access to any page on this platform, a criminal charge will be laid against that person, and, if Raw-Octane.com or any public body should suffer any damage or loss, civil damages will be claimed.

Raw-Octane.com utilises various appropriate technical and organisational security measures, which include, but are not limited to, network and host security controls (e.g., firewalls, intrusion detection systems, etc.) and operating procedures that are designed to protect your personal information.

Raw-Octane.com may provide links to other websites only as a convenience. The inclusion of any link does not imply Raw Octane’s endorsement of such sites. Linked websites or pages are not subject to the control of Raw Octane. Raw Octane / Hemptons is not responsible or liable, directly or indirectly, in any way for the content, use, or inability to use or access any linked websites or any links contained in a linked website.

To Whom We May Disclose Your Information

We may disclose your information, including personal information, to the following categories of recipients:

To our affiliates third party services providers and partners who provide data processing services to us (for example, to support the delivery of, provide functionality on, or help to enhance the security of our Site or Service). Or who otherwise process personal information for purposes that are described in this Privacy Policy or notified to you when we collect your personal information.

To any competent law enforcement body, regulatory, government agency, court or other third party where we believe disclosure is necessary

• As a matter of applicable law or court order or regulation,
• To exercise, establish or defend our legal rights, or
• To protect your vital interests or those of any other person.

To a potential buyer (and its agents and advisers) in connection with any proposed purchase, merger or acquisition of any part of our business, provided that we inform the buyer it must use your personal information only for the purposes disclosed in this Privacy Policy.

 To any other person with your consent to the disclosure.

We do not share personal information with third parties for their marketing purposes. In certain situations, we may be required to disclose personal data in response to lawful requests by public authorities, including to meet national security or law enforcement requirements.

Changes to This Privacy Policy

This Privacy Policy is effective as of 4 October 2024 and will remain in effect except concerning any changes in its provisions in the future, which will be in effect immediately after being posted on this page.

We reserve the right to update or change our Privacy Policy at any time in response to changing legal, technical or business developments, and you should check this Privacy Policy periodically. Your continued use of the website or our service after we post any modifications to the Privacy Policy on this page will constitute your acknowledgement of the modifications and your consent to abide and be bound by the modified Privacy Policy.

You can see when this Privacy Policy was last updated by checking the “last updated” date displayed at the top of this Privacy Policy.

Third Party Links

In an attempt to provide increased value to our Users, we may provide links to other websites or resources. You acknowledge and agree that we are not responsible for the availability of such external sites or resources and do not endorse and are not responsible or liable, directly or indirectly, for the privacy practices or the content (including misrepresentative or defamatory content) of such websites, including (without limitation) any advertising, products or other materials or services on or available from such websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such content, goods or services available on such external sites or resources.

About E-Newsletters and E-Vouchers

We do not spam. Periodically, we may send you information via e-mail about our products or new product releases. By periodically we mean fewer than once a month. Only Raw Octane will send you these direct mailings. If you do not want to be included on our mailing list, simply tell us when you sign up for your account. Or, at any time you wish to be removed from the mailing list, simply write to our customer representative at info@raw-octane.com.

Delivery Policy

We attempt to keep all items in stock. If however, something is not in stock, we will notify you.

Once payment has been received and verified, orders generally ship within two business days.

All orders are dispatched via courier services (not Postal Deliveries will be made) to all cities/towns.

Delivery is normally between 2 to 5 working days after dispatch – dependent on where the customer is located, as most couriers do not deliver daily to outlying regions.

A delivery being late is not grounds for cancellation of order, return of goods or refund.

Any person signing at the delivery address will be accepted as proof of delivery. It is up to the customer to ensure correct acceptance.

Returns & Refunds

The provision of goods and services by Raw Octane is subject to availability. In cases of unavailability, Raw Octane will refund the client in full, within 30 days.

A Customer can cancel an order if payment has NOT been made. Once payment has been made by the customer, the order can only be cancelled within 24 hours of Raw Octane receiving the payment or before the order has been dispatched, whichever is earlier.

A cancellation of a paid order will attract a 15% administration and restocking fee.

If a product is damaged or broken on receipt, the Customer must inform Raw Octane within 24 hours of receipt. Arrangements will be made for the damaged product to be collected and a replacement product will be sent free of charge or alternatively a full refund will be granted for the damaged or broken product.

If incorrect products are received, the Customer must inform Raw Octane within 24 hours of receipts. We will check our systems and will arrange to swap the incorrect product for the one actually ordered. Raw Octane will only replace the product if the product is returned in its original state (if the product has been used – even to test it, we are not able to replace it).

Please note that this does not apply to incorrectly ordered products. If incorrect products were ordered, the Customer must inform Raw Octane immediately on receipt. Raw Octane will arrange to collect the incorrect product/s and will replace it with a correct substitute/s.

The Customer will be billed for the collection and replacement delivery charges.

Returns

Goods may be returned if:

• They are in their original unopened containers, in good condition and bear a valid expiry date.
• It is clear the goods were defective and or spoilt on receipt.
• In this case, the Customer must inform Hemptons within 24 hours of receiving the product, of the problem.
• It is evident that they have not been used or subjected to adverse conditions and/or are not “shop” damaged.
• They are packed separately from other goods.
• Return costs are born by the returnee.
• If however, it is apparent that the product was spoilt or damaged in transit, Raw Octane will bear the cost of returns.

When contacting Raw Octane for a return, please quote :

• Invoice number for the item
• Date of arrival
• Condition of item at time of arrival
• Detailed explanation of the issue
• Whether you prefer a refund or replacement
• Please send all information to: info@raw-octane.com

Customers should return products they purchased via a Retail outlet, to the outlet where they purchased the product – remember to retain your proof of purchase.

Payment Options Accepted

Payment is on Order.

Payment may be made via Visa or MasterCard Credit Cards or by Electronic Transfer (EFT) via a secure payment gateway.

Raw Octane uses PayFast Payment Gateway to manage these transactions for us.

Credit Card Acquiring and Security

Credit card transactions and EFTs orders are managed for and on behalf of Hemptons via PayFast. The PayFast system is developed with the same demands on security and performance as the sites used for internet banking services and share trading. Data is secured using Secure Socket Layer (SSL) technology with up to 256-bit encryption and certified by Thawte.