Privacy Policy
Raha Express Carpet Wash & Laundry Services
Last Updated: November 15, 2025
1. Introduction
Raha Express ("we," "us," or "our") is committed to protecting your privacy and personal information. This Privacy Policy explains how we collect, use, store, and protect your personal data when you use our carpet washing, cleaning, and laundry services.
We comply with the Kenya Data Protection Act, 2019 and all applicable data protection laws in Kenya.
By using our services, you consent to the collection and use of your information as described in this Privacy Policy.
2. Information We Collect
Personal Information
When you use our services, we collect:
- Name: Your full name for identification and communication
- Phone Number: For order updates, pickup/delivery coordination, and customer support
- Physical Address: For pickup and delivery of your items
- Payment Information: M-Pesa number or card details for processing payments
Note: We do not collect email addresses unless voluntarily provided by you.
Service Information
- Details of items submitted for cleaning (type, size, condition)
- Service history and preferences
- Photos of items (if provided for stain assessment)
- Pickup and delivery schedules
- Special instructions or care requirements
Usage Information
When you visit our website, we may automatically collect:
- IP address and device information
- Browser type and version
- Pages visited and time spent
- Referring website
3. How We Use Your Information
We use your personal information for the following purposes:
Service Delivery
- Process your orders and requests for quotes
- Schedule pickup and delivery of items
- Communicate order status and updates via SMS or WhatsApp
- Provide customer support and respond to inquiries
- Track storage periods for uncollected items
Payment Processing
- Process payments for services rendered
- Send payment confirmations and receipts
- Send payment reminders for unpaid services
- Manage billing and invoicing
Marketing & Promotions (With Your Consent)
- Send promotional offers and special discounts via SMS
- Inform you about new services or service area expansions
- Share seasonal promotions and loyalty rewards
You can opt-out of marketing messages at any time (see Section 6).
Service Improvement
- Analyze service usage to improve our offerings
- Understand customer preferences and feedback
- Enhance our website and booking process
- Train staff on customer service excellence
Legal Compliance
- Comply with Kenya tax and business regulations
- Respond to legal requests or court orders
- Protect our rights and prevent fraud
- Resolve disputes and enforce our terms
4. How We Share Your Information
We do not sell or rent your personal information to third parties. We may share your information only in the following circumstances:
Service Providers & Partners
- Payment Processors: Safaricom (M-Pesa) and card payment providers to process your payments securely
- SMS Gateway Providers: To send order updates and promotional messages
- Delivery Partners: If we use third-party delivery services (shared only for delivery purposes)
Legal Requirements
We may disclose your information if required by:
- Court orders or legal processes
- Government authorities or regulatory bodies
- Law enforcement agencies investigating crimes
- Protection of our legal rights and safety
✓ Your data is shared only when necessary and with trusted partners who maintain strict confidentiality.
5. Data Storage & Security
Where We Store Your Data
Your information is stored:
- Primarily on secure servers located in Kenya
- Cloud backup services with data centers compliant with international security standards
- Physical records at our Langata office (secure filing systems)
How Long We Keep Your Data
- Active Customer Data: Retained as long as you use our services
- Transaction Records: Kept for 5 years as required by Kenya Revenue Authority (KRA) tax regulations
- Inactive Accounts: Deleted after 3 years of inactivity (unless required by law)
- Marketing Opt-Outs: Removed from promotional lists immediately upon request
Security Measures
We protect your information through:
- Encryption: Secure transmission of payment and personal data
- Access Controls: Only authorized staff can access customer information
- Staff Training: Employees trained on data protection and confidentiality
- Regular Backups: Secure backups to prevent data loss
- Physical Security: Locked filing systems for paper records
⚠️ Important: While we implement strong security measures, no system is 100% secure. We cannot guarantee absolute security but continuously work to protect your information.
6. Marketing Communications & Your Right to Opt-Out
Promotional SMS Messages
We send promotional offers and special discounts via SMS to keep you informed about:
- Seasonal discounts and special offers
- New service launches
- Service area expansions
- Loyalty rewards and referral bonuses
✓ Easy Opt-Out Process
You can stop receiving promotional messages at any time:
- Reply "STOP" to any promotional SMS
- Call or WhatsApp us: 0114440444
- Opt-out is: Free, immediate, and permanent
Service-Related Messages
Please note that service-related messages cannot be opted out as they are essential for our service:
- Order confirmations and updates
- Pickup and delivery notifications
- Payment receipts and reminders
- Storage fee notifications
- Quality concern follow-ups
7. Your Rights Under Kenya Data Protection Act, 2019
Under the Kenya Data Protection Act, you have the following rights:
🔍 Right to Access
Request a copy of all personal data we hold about you
✏️ Right to Correction
Request correction of inaccurate or incomplete information
🗑️ Right to Deletion
Request deletion of your personal data (subject to legal requirements)
⛔ Right to Object
Object to processing of your data for marketing purposes
📦 Right to Data Portability
Receive your data in a commonly used format
🚫 Right to Withdraw Consent
Withdraw your consent for data processing at any time
How to Exercise Your Rights
To exercise any of these rights, contact us:
- Phone/WhatsApp: 0114440444
- In Person: Visit our Langata office opposite Uhuru Gardens
We will respond to your request within 21 days as required by the Data Protection Act.
8. Cookies & Website Tracking
Our website may use cookies and similar technologies to improve your browsing experience.
What Are Cookies?
Cookies are small text files stored on your device when you visit our website. They help us:
- Remember your preferences
- Understand how you use our website
- Improve website performance
- Provide relevant content
Types of Cookies We Use
- Essential Cookies: Required for website functionality (cannot be disabled)
- Analytics Cookies: Help us understand website usage patterns
- Functional Cookies: Remember your preferences and settings
How to Control Cookies
You can control or delete cookies through your browser settings:
- Most browsers allow you to refuse or accept cookies
- You can delete existing cookies from your device
- Note: Disabling cookies may affect website functionality
9. Children's Privacy
Our services are intended for adults aged 18 years and above.
We do not knowingly collect personal information from children under 18. If you believe we have inadvertently collected information from a minor, please contact us immediately at 0114440444 so we can delete it.
10. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect:
- Changes in our data practices
- New legal or regulatory requirements
- Improvements to our services
- Customer feedback and concerns
When we make significant changes:
- We will update the "Last Updated" date at the top
- We will notify you via SMS for material changes
- Continued use of our services constitutes acceptance of the updated policy
We encourage you to review this Privacy Policy periodically.
11. Office of the Data Protection Commissioner
If you have concerns about how we handle your personal data that we cannot resolve, you have the right to lodge a complaint with the Office of the Data Protection Commissioner of Kenya.
Office of the Data Protection Commissioner
Website: www.odpc.go.ke
Email: complaints@odpc.go.ke
Telephone: +254 (020) 2700 674
Location: Nairobi, Kenya
12. Contact Us About Privacy
If you have any questions about this Privacy Policy or how we handle your data, please contact us:
Raha Express Carpet Wash & Laundry Services
Phone/WhatsApp: 0114440444
Location: Langata, opposite Uhuru Gardens, Nairobi, Kenya
Service Hours: Monday - Sunday, 7:00 AM - 8:00 PM
We are committed to addressing your privacy concerns and will respond within 21 days.
This Privacy Policy is compliant with the Kenya Data Protection Act, 2019.
By using Raha Express services, you acknowledge that you have read and understood this Privacy Policy.
Last Updated: November 15, 2025