Privacy Policy

RapidFix Kenya – Nairobi, Kenya

1. Introduction and Scope

RapidFix Kenya (“RapidFix,” “we,” “us,” or “our”) is committed to protecting the privacy and security of your personal information. This Privacy Policy sets forth the principles, policies, and procedures governing the collection, use, disclosure, retention, and protection of your data when you access our website, mobile interfaces, contact forms, scheduling systems, and related service platforms (collectively, the “Services”).

By accessing or using the Services, you expressly consent to the practices described in this Policy. If you do not agree with any part of this Privacy Policy, you are advised not to use our Services. We encourage you to review this document periodically, as it may be amended to reflect changes in our operations, applicable law, or regulatory guidance.

2. Definitions

For purposes of this Privacy Policy, the following terms shall have the meanings ascribed below:

• “Personal Data” means any information relating to an identified or identifiable natural person, including but not limited to name, identification number, location data, online identifier, or factors specific to the physical, physiological, genetic, mental, economic, cultural, or social identity of that natural person.
• “Processing” means any operation performed on Personal Data, whether or not by automated means, such as collection, recording, organization, structuring, storage, adaptation, retrieval, consultation, use, disclosure, dissemination, alignment, combination, restriction, erasure, or destruction.
• “Data Subject” means the identified or identifiable natural person to whom Personal Data relates.
• “Service Provider” means any third party that processes Personal Data on our behalf pursuant to a written agreement and in accordance with our instructions.

3. Information We Collect

3.1 Personal Information You Provide Directly

When you engage RapidFix for appliance repair services or otherwise interact with our platform, we may collect the following categories of personal information:

• Identity and Contact Data: Full name, telephone number(s), email address, physical delivery address, and emergency contact details.
• Location Data: County, sub-county, estate, street address, and precise geolocation coordinates when dispatched for on-site service.
• Service and Transaction Data: Appliance type, brand, model number, serial number, fault description, repair history, service dates, technician assignments, quotations accepted, invoices issued, and payment records.
• Communication Data: Content of emails, contact form submissions, WhatsApp messages, telephone call recordings (where disclosed and permitted), and any supplementary documentation or photographs you upload regarding appliance faults.

3.2 Technical and Usage Information Collected Automatically

When you visit our website or interact with our digital interfaces, certain information is collected automatically through cookies, log files, and similar technologies. This may include:

• Device Information: IP address, browser type and version, operating system, device identifiers, mobile network information, and screen resolution.
• Usage Data: Pages viewed, time spent on each page, navigation paths, referring URLs, search queries entered on the site, and interaction with buttons or forms.
• Performance Data: Website loading times, error logs, crash reports, and diagnostic information to maintain service stability.

3.3 Information from Third Parties

In limited circumstances, we may receive information about you from third-party sources, including business partners, service providers, and publicly available databases. Such information is collected and processed in accordance with applicable data protection laws and this Privacy Policy.

4. Legal Basis for Processing

RapidFix processes your Personal Data under one or more of the following legal bases:

• Performance of a Contract: Processing necessary for the performance of a service agreement, including scheduling repairs, dispatching technicians, issuing invoices, and fulfilling contractual obligations.
• Legitimate Interests: Processing necessary for our legitimate business interests, provided such interests are not overridden by your rights and freedoms. This includes fraud prevention, network security, service improvement, and internal analytics.
• Legal Obligation: Processing required to comply with applicable laws, regulations, court orders, or governmental requests.
• Consent: Processing based on your explicit, informed, and freely given consent, which you may withdraw at any time without affecting the lawfulness of processing prior to withdrawal.

5. How We Use Your Information

RapidFix uses the information we collect for the following purposes:

5.1 Provision of Services

• To schedule, confirm, and manage repair appointments and technician dispatches.
• To diagnose appliance faults, prepare accurate quotations, and recommend appropriate repair solutions.
• To process payments, issue invoices and receipts, and maintain financial records in compliance with Kenya Revenue Authority requirements.
• To communicate service updates, appointment reminders, and follow-up satisfaction surveys.

5.2 Business Operations and Improvement

• To analyze service performance, identify operational inefficiencies, and implement quality improvements.
• To train technicians, develop service protocols, and enhance customer support responsiveness.
• To maintain and secure our physical and digital infrastructure against unauthorized access or misuse.

5.3 Marketing and Customer Engagement

Where you have provided explicit consent, we may use your contact information to send promotional communications, maintenance tips, seasonal offers, and service updates. You may opt out of marketing communications at any time via the unsubscribe link provided in each message or by contacting us directly.

6. Data Sharing and Disclosure

RapidFix does not sell, rent, or trade your Personal Data to third parties for marketing purposes. We may share your information only in the following limited circumstances:

6.1 Service Providers and Processors

We engage trusted third-party service providers to perform functions on our behalf, including payment processing, telecommunications, logistics, cloud hosting, email delivery, and customer relationship management. These processors are bound by strict data protection agreements and are authorized to use Personal Data only as necessary to provide services to RapidFix.

6.2 Legal and Regulatory Disclosures

We may disclose Personal Data when required or permitted by law, regulation, legal process, or governmental authority. This includes responding to subpoenas, court orders, or lawful requests from public authorities, as well as protecting the rights, property, or safety of RapidFix, our customers, or the public.

6.3 Business Transfers

In the event of a merger, acquisition, reorganization, asset sale, or similar corporate transaction, your Personal Data may be transferred as part of the transaction. We will provide notice via our website or direct communication before your Personal Data becomes subject to a different privacy policy.

6.4 Aggregate and Anonymized Data

We may share aggregated, anonymized, or de-identified information that cannot reasonably be used to identify you with research partners, industry analysts, or for public reporting purposes.

7. Data Security

RapidFix implements and maintains industry-standard technical, administrative, and physical security measures designed to protect your Personal Data from unauthorized access, alteration, disclosure, destruction, or accidental loss. These measures include:

• Secure Sockets Layer (SSL) encryption for all data transmitted between your browser and our servers.
• Role-based access controls and authentication protocols for internal systems.
• Regular security assessments, vulnerability scanning, and penetration testing.
• Secure data storage facilities with restricted physical access and environmental controls.
• Employee training on data protection obligations and incident response procedures.

Despite these safeguards, no method of transmission over the Internet or electronic storage is completely secure. While we strive to use commercially acceptable means to protect your Personal Data, we cannot guarantee absolute security. You are responsible for maintaining the confidentiality of any account credentials and for notifying us immediately of any unauthorized access.

8. Data Retention

RapidFix retains Personal Data only for as long as necessary to fulfill the purposes for which it was collected, including satisfying legal, accounting, or reporting requirements. Retention periods vary depending on the nature of the data and applicable statutory limitations. In general:

• Customer service and transaction records are retained for a minimum of five (5) years from the date of last activity, consistent with Kenyan tax and commercial obligations.
• Technical and analytical logs are retained for a period not exceeding twenty-six (26) months, unless a longer retention period is required for security or legal purposes.
• Marketing consent records are retained for the duration of the consent relationship and for a reasonable period thereafter to demonstrate compliance.

Upon expiration of the applicable retention period, Personal Data shall be securely destroyed or permanently anonymized through methods that prevent reconstruction or re-identification.

9. Your Data Protection Rights

Depending on your jurisdiction and applicable law, you may possess certain rights regarding your Personal Data. RapidFix is committed to facilitating the timely exercise of these rights:

9.1 Right of Access

You have the right to request confirmation of whether we process your Personal Data and, if so, to obtain a copy of that data along with information about the purposes, categories, recipients, and retention periods.

9.2 Right to Rectification

You have the right to request correction of any inaccurate or incomplete Personal Data held about you. We will promptly update our records and, where applicable, notify any third parties with whom the data was shared.

9.3 Right to Erasure (“Right to be Forgotten”)

You may request deletion of your Personal Data when it is no longer necessary for the purposes for which it was collected, when you withdraw consent and no other legal basis for processing exists, or when you object to processing and no overriding legitimate grounds apply. Deletion requests are subject to applicable legal retention obligations.

9.4 Right to Restrict Processing

You have the right to request that we limit the processing of your Personal Data in certain circumstances, such as when the accuracy of the data is contested or processing is unlawful.

9.5 Right to Data Portability

You have the right to receive your Personal Data in a structured, commonly used, machine-readable format and to transmit that data to another controller, where technically feasible.

9.6 Right to Object

You have the right to object to processing of your Personal Data, including processing for direct marketing purposes. We will cease processing upon receipt of a valid objection, unless we demonstrate compelling legitimate grounds that override your interests.

9.7 Right to Withdraw Consent

Where processing is based on consent, you have the right to withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of processing carried out prior to withdrawal.

To exercise any of the rights described above, please contact us at info@rapidfixkenya.co.ke or 0768 201 855. We will respond within thirty (30) days of receiving a verifiable request and may request additional information to confirm your identity.

10. Cookies and Tracking Technologies

Cookies are small text files placed on your device when you visit our website. They enable us to recognize your browser, remember preferences, authenticate users, analyze traffic, and personalize content. This section explains the types of cookies we use and your control options.

10.1 Strictly Necessary Cookies

These cookies are essential for the operation of our website and enable core functionalities such as security, network management, and accessibility. They do not store any information that can identify you personally and are typically set in response to actions you take, such as setting privacy preferences or filling out forms.

10.2 Performance and Analytics Cookies

These cookies allow us to recognize and count visitors, understand how users navigate the site, and improve performance and user experience. All information collected by these cookies is aggregated and anonymized.

10.3 Functionality Cookies

These cookies enable enhanced functionality and personalization, such as remembering your language preferences or region. If you do not allow these cookies, some or all of these services may not function properly.

10.4 Targeting and Advertising Cookies

These cookies may be set through our site by our advertising partners to build a profile of your interests and show you relevant advertisements on other sites. They do not store directly personal information but are uniquely identified by your browser and device.

10.5 Managing Your Cookie Preferences

Most browsers allow you to manage cookie preferences through their settings. You may choose to block or alert you about cookies, or to delete cookies after browsing. Please note that disabling certain cookies may impact the functionality and user experience of our website.

11. Children’s Privacy

The RapidFix Services are not intended for individuals under the age of eighteen (18) years. We do not knowingly collect, use, or disclose Personal Data from children. If we become aware that we have inadvertently collected Personal Data from a child, we will take immediate steps to delete such information from our systems. Parents or legal guardians who believe their child may have provided us with Personal Data are encouraged to contact us promptly.

12. International Data Transfers

RapidFix is headquartered in Nairobi, Kenya, and primarily operates within the East African region. Your Personal Data is processed and stored in Kenya and, where necessary, in jurisdictions providing an adequate level of data protection. Where transfers occur to countries without an adequacy decision, we implement appropriate safeguards, including standard contractual clauses and technical measures, to ensure the continued protection of your rights.

13. Data Breach Notification

In the unlikely event of a data breach that poses a risk to your rights and freedoms, RapidFix will notify the relevant supervisory authority within seventy-two (72) hours of becoming aware of the breach, where feasible. Affected individuals will be informed without undue delay when the breach is likely to result in a high risk to their rights and freedoms, accompanied by clear guidance on protective measures.

14. Third-Party Links and Services

Our website may contain links to third-party websites, applications, or services that are not operated or controlled by RapidFix. We are not responsible for the privacy practices, content, or security of such external sites. We encourage you to review the privacy policies of every third-party service you access. Your interaction with external sites is governed solely by their respective terms and privacy policies.

15. Changes to This Privacy Policy

RapidFix reserves the right to update or modify this Privacy Policy at any time to reflect changes in our practices, technology, legal requirements, or regulatory landscape. Any material changes will be communicated through a prominent notice on our website or via direct communication to registered users. Your continued use of the Services following the posting of changes constitutes your acceptance of the revised Privacy Policy. We encourage you to review this document regularly.

16. Governing Law and Jurisdiction

This Privacy Policy is governed by and construed in accordance with the laws of the Republic of Kenya, including but not limited to the Constitution of Kenya (2010), the Kenya Data Protection Act (2019), the Kenya Information and Communications Act, and any subsidiary legislation or regulatory guidelines issued thereunder. Any disputes arising from or relating to this Privacy Policy shall be subject to the exclusive jurisdiction of the Kenyan courts.

17. Contact Information

For questions, concerns, or complaints regarding this Privacy Policy or our data handling practices, please contact our Data Protection Officer or customer support team:

We are committed to resolving any privacy concerns promptly and transparently. If you are unsatisfied with our response, you have the right to lodge a complaint with the Office of the Data Protection Commissioner of Kenya.