Privacy Policy

Last updated: December 6, 2025

At Dukene, we take your privacy seriously. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our Services.

Please read this Privacy Policy carefully. If you do not agree with the terms of this Privacy Policy, please do not access or use our Services.

1. Introduction

This Privacy Policy explains how Dukene collects, uses, and protects your personal information when you use our Services.

  1. Dukene Ltd. ("we", "us", "our") is committed to protecting your privacy and ensuring the security of your personal information.
  2. This Privacy Policy applies to all users of Dukene Services, including merchants, affiliates, and customers.
  3. By using Dukene, you consent to the collection and use of your information as described in this Privacy Policy.
  4. We comply with applicable data protection laws, including Kenya's Data Protection Act, 2019, and GDPR where applicable.
  5. This policy should be read in conjunction with our Terms of Service.

2. Information We Collect

We collect various types of information to provide and improve our Services, including personal data, business information, and usage data.

  1. Account Information: Name, email address, phone number, business name, and business registration details.
  2. Identity Verification: Government-issued ID, tax identification numbers, and business licenses as required for account activation.
  3. Financial Information: Bank account details, mobile money account information, and payment card details for processing transactions.
  4. WhatsApp Information: WhatsApp Business account details, phone numbers, and message metadata (we do not read the content of your messages).
  5. Store Information: Product listings, descriptions, images, pricing, inventory data, and customer orders.
  6. Customer Data: Information about your customers that you collect through your store, including names, contact details, and purchase history.
  7. Usage Data: IP addresses, browser type, device information, pages visited, time spent on pages, and interaction with our Services.
  8. Location Data: General location information based on IP address to provide localized services.
  9. Communications: Records of your communications with our support team and feedback you provide.
  10. Cookies and Tracking: Information collected through cookies, web beacons, and similar technologies.

3. How We Use Your Information

We use your information to provide Services, process transactions, improve our platform, and communicate with you.

  1. Service Provision: To create and manage your account, process transactions, and provide customer support.
  2. Payment Processing: To facilitate payments between you and your customers, and to pay you your earnings.
  3. Identity Verification: To verify your identity and comply with Know Your Customer (KYC) and anti-money laundering regulations.
  4. Platform Improvement: To analyze usage patterns, improve our Services, and develop new features.
  5. Communication: To send you service updates, security alerts, promotional materials (with your consent), and respond to your inquiries.
  6. Fraud Prevention: To detect and prevent fraudulent activities, unauthorized access, and other illegal activities.
  7. Legal Compliance: To comply with legal obligations, respond to legal requests, and enforce our Terms of Service.
  8. Analytics: To understand how users interact with our platform and make data-driven improvements.
  9. Marketing: To send you information about new features, products, and services (you can opt out at any time).

4. How We Share Your Information

We share your information with service providers, payment processors, and as required by law. We do not sell your personal data.

  1. Service Providers: We share information with third-party service providers who help us operate our platform (hosting, analytics, customer support).
  2. Payment Processors: Financial information is shared with payment processors to facilitate transactions.
  3. WhatsApp: When you use WhatsApp integration, certain information is shared with WhatsApp/Meta in accordance with their policies.
  4. Business Transfers: In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity.
  5. Legal Requirements: We may disclose information when required by law, court order, or government request.
  6. Fraud Prevention: We may share information with fraud prevention services and law enforcement to prevent illegal activities.
  7. With Your Consent: We may share information with third parties when you explicitly consent to such sharing.
  8. Aggregated Data: We may share anonymized, aggregated data that does not identify you personally for research and marketing purposes.
  9. We do NOT sell your personal information to third parties for their marketing purposes.

5. Data Security

We implement industry-standard security measures to protect your information from unauthorized access, disclosure, or loss.

  1. Encryption: We use SSL/TLS encryption to protect data in transit and encrypt sensitive data at rest.
  2. Access Controls: We implement strict access controls to limit who can access your personal information.
  3. Security Monitoring: We continuously monitor our systems for potential security threats and vulnerabilities.
  4. Regular Audits: We conduct regular security audits and assessments to ensure our security measures are effective.
  5. Employee Training: Our employees are trained on data protection and security best practices.
  6. Incident Response: We have procedures in place to respond to data breaches and will notify affected users as required by law.
  7. While we implement strong security measures, no system is completely secure. You are responsible for maintaining the security of your account credentials.

6. Data Retention

We retain your information for as long as necessary to provide Services and comply with legal obligations.

  1. Active Accounts: We retain your information for as long as your account is active.
  2. Closed Accounts: After account closure, we retain certain information for legal and regulatory compliance (typically 7 years for financial records).
  3. Transaction Records: Payment and transaction records are retained as required by tax and financial regulations.
  4. Marketing Data: If you opt out of marketing communications, we retain a record of your opt-out preference.
  5. Legal Holds: We may retain information longer if required by legal proceedings or investigations.
  6. You can request deletion of your personal data, subject to our legal obligations to retain certain information.

7. Your Privacy Rights

You have rights to access, correct, delete, and control how your personal information is used.

  1. Access: You have the right to access the personal information we hold about you.
  2. Correction: You can request correction of inaccurate or incomplete personal information.
  3. Deletion: You can request deletion of your personal information, subject to legal retention requirements.
  4. Data Portability: You can request a copy of your data in a structured, commonly used format.
  5. Objection: You can object to certain processing of your personal information, including marketing communications.
  6. Restriction: You can request restriction of processing in certain circumstances.
  7. Withdrawal of Consent: Where processing is based on consent, you can withdraw consent at any time.
  8. To exercise these rights, contact us at privacy@dukene.co.ke. We will respond within 30 days.
  9. You have the right to lodge a complaint with the Office of the Data Protection Commissioner in Kenya.

8. Cookies and Tracking Technologies

We use cookies and similar technologies to improve your experience and analyze platform usage.

  1. Essential Cookies: Required for the platform to function properly (authentication, security).
  2. Analytics Cookies: Help us understand how users interact with our platform (Google Analytics).
  3. Functionality Cookies: Remember your preferences and settings.
  4. Marketing Cookies: Used to deliver relevant advertisements (with your consent).
  5. You can control cookies through your browser settings. Disabling certain cookies may limit platform functionality.
  6. We use Google Analytics to analyze website traffic. You can opt out using the Google Analytics Opt-out Browser Add-on.
  7. Third-party services (WhatsApp, payment processors) may set their own cookies when you use their features.

9. Children's Privacy

Dukene Services are not intended for children under 18, and we do not knowingly collect information from children.

  1. Our Services are intended for users who are at least 18 years old or the age of majority in their jurisdiction.
  2. We do not knowingly collect personal information from children under 18.
  3. If we become aware that we have collected information from a child under 18, we will take steps to delete such information.
  4. Parents or guardians who believe we may have collected information from a child should contact us at privacy@dukene.co.ke.

10. International Data Transfers

Your information may be transferred to and processed in countries outside Kenya with appropriate safeguards in place.

  1. Dukene operates primarily in Kenya, but we may use service providers located in other countries.
  2. When we transfer data internationally, we ensure appropriate safeguards are in place, such as standard contractual clauses.
  3. By using our Services, you consent to the transfer of your information to countries that may have different data protection laws than Kenya.
  4. We ensure that all international transfers comply with applicable data protection regulations.

12. Merchant Responsibilities

As a merchant, you are responsible for protecting your customers' data and complying with privacy laws.

  1. You are the data controller for customer data you collect through your Dukene store.
  2. You must have a privacy policy on your store that complies with applicable laws.
  3. You must obtain necessary consents from customers before collecting or processing their data.
  4. You are responsible for responding to customer requests regarding their personal data.
  5. You must implement appropriate security measures to protect customer data.
  6. You must only use customer data for legitimate business purposes related to your store.
  7. You must not share customer data with third parties without proper authorization.
  8. Dukene acts as a data processor for customer data you collect through our platform.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of material changes.

  1. We reserve the right to modify this Privacy Policy at any time.
  2. We will notify you of material changes via email or through a prominent notice on our platform.
  3. Changes take effect 30 days after notification, unless otherwise stated.
  4. Your continued use of Dukene after changes take effect constitutes acceptance of the updated Privacy Policy.
  5. We encourage you to review this Privacy Policy periodically.
  6. The "Last Updated" date at the top of this policy indicates when it was last revised.

14. Contact Us

If you have questions about this Privacy Policy or want to exercise your privacy rights, contact us.

  1. For privacy-related inquiries, contact us at: privacy@dukene.co.ke
  2. For general support: support@dukene.co.ke
  3. To exercise your privacy rights, email: privacy@dukene.co.ke with "Privacy Rights Request" in the subject line.
  4. Mailing Address: Dukene Ltd., [Address], Nairobi, Kenya
  5. Data Protection Officer: dpo@dukene.co.ke
  6. We will respond to your inquiries within 30 days.

Privacy Questions?

If you have questions about this Privacy Policy or want to exercise your privacy rights, please contact us at privacy@dukene.co.ke or through our Privacy Portal.