Privacy Policy

This Privacy Policy explains how Fecn Technologies Ltd (“we”, “us”, “our”), the operator of Sendway, collects, uses, shares, and protects your personal data when you use our website, mobile apps, and courier services (the “Services”). We are a data controller under the Kenya Data Protection Act, 2019.

By using the Services you agree to this Policy. If you do not agree, please do not use the Services.

1. Information we collect

• • Account details — your name, email address, phone number, and password when you register or sign in.
• • Parcel and contact details — sender and recipient names, phone numbers, pickup and delivery addresses, package description, declared value, and any delivery notes you provide.
• • Payment information — the M-Pesa phone number used to pay and the transaction reference. We do not store your M-Pesa PIN; payments are processed by Safaricom PLC.
• • Location data — approximate or precise device location (with your permission) to set pickup/delivery points and find nearby pickup stations.
• • Device and usage data — IP address, device type, app version, and log data used to run, secure, and improve the Services.
• • Communications — messages, complaints, and support requests you send us.

2. How we use your data

• • To create and manage your account and authenticate you.
• • To price, book, dispatch, track, and deliver your parcels.
• • To process payments and, where applicable, settle cash-on-delivery to your wallet.
• • To send you transactional updates (booking, payment, pickup, delivery codes) by SMS, email, or push.
• • To provide customer support and handle complaints.
• • To prevent fraud, secure the Services, and comply with legal and regulatory obligations.

3. Lawful basis

We process your data where it is necessary to perform our contract with you (delivering your parcel), to comply with a legal obligation, for our legitimate interests (security and service improvement), or with your consent (e.g. precise location or marketing). You may withdraw consent at any time.

4. Who we share data with

• • Delivery partners — vetted carriers, riders, and pickup-station agents, who receive only the details needed to collect, transport, and hand over your parcel (including the recipient's name and phone, and the delivery code at handover).
• • Payment provider — Safaricom PLC (M-Pesa) to process payments and withdrawals.
• • Service providers — communications (SMS/email), maps and geocoding, hosting, and analytics providers acting on our instructions.
• • Authorities — regulators (including the Communications Authority of Kenya) and law enforcement where required by law.

We do not sell your personal data.

5. Data retention

We keep your data for as long as your account is active and as needed to provide the Services, then for the period required to meet legal, tax, accounting, and dispute-resolution obligations, after which it is deleted or anonymised.

6. Your rights

Under the Kenya Data Protection Act, 2019 you have the right to:

• • access the personal data we hold about you;
• • request correction of inaccurate or incomplete data;
• • request deletion of your data (see “Account & data deletion” below);
• • object to or restrict certain processing, and withdraw consent;
• • data portability where applicable; and
• • lodge a complaint with the Office of the Data Protection Commissioner (ODPC).

7. Account & data deletion

You can delete your account and associated personal data at any time from within the app, or by using our public account deletion page. Some records (e.g. completed-delivery and payment records) may be retained for the period required by law before deletion.

8. Security

We use technical and organisational measures — encryption in transit, access controls, and secure token storage — to protect your data. No method of transmission or storage is completely secure, but we work to protect your information and review our practices regularly.

9. Children

The Services are not directed to children under 18. We do not knowingly collect data from children. If you believe a child has provided us data, contact us and we will delete it.

10. Changes

We may update this Policy from time to time. We will post the updated version here with a new “last updated” date and, where appropriate, notify you in the app.

11. Contact us

For privacy questions or to exercise your rights, contact Fecn Technologies Ltd at info@shopinn.co.ke or +254117390922. Registered office: Viewpark Towers, Utali Lane, 2nd Floor, Wing C, Suite 5, Nairobi, Kenya.