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Privacy Policy

This Privacy Policy explains how Errands With Ease (“we”, “us”, “our”) collects, uses, shares and protects your personal information when you use the Errands With Ease website and mobile applications (together, the “Platform”). It should be read alongside our Terms and Conditions.

We are the data controller for the personal information we process about you. If you have questions about this Policy or want to exercise any of your rights, contact us at info@errandswithease.co.ke.

1. Who This Policy Applies To

This Policy applies to everyone who uses the Platform: Clients who request errands, Runners who complete them, and Admin users who operate the service.

2. Information We Collect

Account information

  • Full name
  • Phone number (used as your sign-in identifier)
  • Role on the Platform (Client, Runner or Admin)
  • A one-way hashed version of your six-digit PIN. We never store your PIN in plain text and we never display it back to you except once, immediately after a reset, so you can note it down.

Identity verification (Runners only)

  • National ID number and images of the front and back of the ID
  • A selfie taken during onboarding
  • Optional business name, if you register as an independent services provider

This information is reviewed by the Admin solely to verify your identity before you are approved to accept errands.

Errand information

  • Pickup and drop-off addresses and any access notes
  • Description of the item or task
  • Client and Runner contact information shared for that errand
  • Photos submitted as proof of delivery or completion
  • Timestamps for each stage of the errand

Location information

When you are a Runner on an active errand, we collect your approximate real-time location so that the matched Client can track the progress of their errand. We do not track your location when you are offline or outside of an active errand. Clients do not see your location at any other time.

Device and notification information

  • Firebase Cloud Messaging (FCM) token used to send push notifications
  • Basic device type, operating system and app version
  • Crash diagnostics and error logs

Commitment and transaction records

We keep an internal ledger of errand amounts and the Commitment Fee retained by the Platform. We do not process external card payments and we do not collect card or bank account numbers through the Platform.

Support and communications

If you contact us, we keep a record of that communication — including messages sent through the in-app chat — so that we can investigate disputes and improve our service.

3. How We Use Your Information

We use your information to:

  • create and secure your account;
  • match Clients with suitable Runners;
  • enable communication, navigation and tracking during an errand;
  • calculate and record Commitment Fees;
  • investigate disputes, resolve refund requests and enforce our Terms;
  • detect, prevent and investigate fraud, abuse and unsafe behaviour;
  • send you operational notifications, such as errand status changes, security alerts and policy updates;
  • improve the Platform and build aggregate service analytics;
  • comply with legal, regulatory and tax obligations in Kenya.

4. Legal Basis for Processing

Under the Kenya Data Protection Act, 2019, we rely on the following legal bases:

  • Performance of a contract — to deliver the services you have asked for when you place or accept an errand;
  • Consent — for location access on mobile and for optional marketing communications, which you can withdraw at any time;
  • Legitimate interests — to keep the Platform safe, prevent fraud, and improve the service, in a way that does not override your rights;
  • Legal obligation — where we are required to retain or disclose information by law.

5. How We Share Information

We share information only where it is necessary:

  • Between matched users— once you are matched on an errand, the Client and the assigned Runner can see each other’s name, phone number and live errand progress. Your ID images and PIN are never shared with other users.
  • With Admin staff — for verification, support, and dispute resolution.
  • With service providers — infrastructure partners that host the Platform on our behalf (for example, Supabase for the database and authentication, and Firebase for push notifications). They act on our instructions and under written data-processing terms.
  • Law enforcement and regulators— where we are legally required to disclose information, or where disclosure is necessary to protect someone’s safety.
  • Successors — if the business is reorganised, merged or sold, information may be transferred to the successor entity under equivalent protections.

We do not sell your personal information to anyone.

6. International Transfers

Some of our service providers process data on servers located outside Kenya. When that happens, we take reasonable steps to ensure your information is protected by safeguards that are consistent with the Kenya Data Protection Act, 2019.

7. How Long We Keep Your Information

  • Account and profile data is kept for as long as your account is active.
  • Errand, chat and Commitment Fee records are kept as long as is reasonably necessary to resolve disputes, support audits and meet our legal and tax obligations.
  • When information is no longer needed, it is deleted or anonymised.

8. How We Protect Your Information

  • PINs are hashed using bcrypt before being stored — we never see your raw PIN.
  • The database enforces row-level security, so users can only read information they are authorised to see.
  • All traffic between the apps and our servers is encrypted in transit.
  • Admin access is limited to trained staff who need it to operate the service and is audit-logged.

No system is ever completely secure. If you believe your account has been compromised, contact us immediately at info@errandswithease.co.ke.

9. Your Rights

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

  • ask us what personal information we hold about you;
  • ask us to correct information that is inaccurate or incomplete;
  • ask us to delete your personal information, where we are not required to keep it for a legal or operational reason;
  • object to certain kinds of processing;
  • ask us to provide your information in a portable format;
  • withdraw consent at any time where processing is consent-based;
  • lodge a complaint with the Office of the Data Protection Commissioner (ODPC) if you believe your rights have been breached.

To exercise any of these rights, email us at info@errandswithease.co.ke. We will respond within the timelines required by law.

10. Children

The Platform is intended for adults only. We do not knowingly collect personal information from anyone under the age of eighteen (18). If you believe we have collected information from a minor, contact us and we will delete it.

11. Cookies and Analytics

The web app uses only the cookies needed to keep you signed in and to operate the service securely. We do not use advertising cookies. We may collect aggregated, non-identifying usage statistics so we can improve the Platform.

12. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will post the updated version on this page and, where the change is material, notify you through the app or by email.

13. Contact Us

For any privacy question, data-protection request or complaint, please email info@errandswithease.co.ke.