Konnect Privacy Policy

Effective date: 1 November 2026
Last updated: 1 November 2026

1. Introduction

Konnect ("we", "our", "us") is an independent digital services platform operating in Kenya. Konnect connects customers with service providers through its mobile application and browser-based web application.

This Privacy Policy explains how Konnect collects, uses, stores, shares and protects personal information when you access or use our services.

We are committed to protecting your privacy and handling personal information in accordance with applicable data protection laws, including Kenya's Data Protection Act, 2019.

By registering for or using Konnect, you acknowledge that your personal information may be processed as described in this policy.

2. Information We Collect

Depending on how you use Konnect, we may collect the following information.

2.1 Account and Identity Information

We may collect:

• Full name.
• Phone number.
• Email address.
• Password and authentication information.
• Account PIN information.
• Gender, where provided during registration.
• Account type, including customer, worker or administrator.
• Account status and acceptance of our Terms and Conditions.
• Google account information when you choose Google sign-in.

Authentication credentials are handled using appropriate security measures. USSD registration PINs are hashed on the server.

2.2 Worker Verification Information

To establish trust and verify service providers, we may collect:

• National identification number.
• Photograph of the front of the National ID.
• Photograph of the back of the National ID.
• Selfie photograph for identity verification.
• Verification status.
• Administrator verification decisions.
• Rejection reasons where applicable.

This information is used for identity verification, fraud prevention, platform security and worker re-verification.

Access to identity documents is restricted to authorised personnel responsible for verification and platform administration.

2.3 Profile and Service Information

We may collect:

• Profile photographs.
• Worker biographies.
• Skills and professional experience.
• Years of experience.
• Hashtags and service categories.
• Service descriptions and prices.
• Service photographs and gallery uploads.
• Customer reviews and ratings.
• Worker reviews and ratings.

Certain profile information, photographs, service descriptions and reviews may be visible to other users.

2.4 Location Information

Konnect uses location information to facilitate service discovery, bookings, service coordination and safety features.

We may collect:

• Customer addresses and additional address details.
• GPS coordinates associated with bookings.
• Workers' towns and service areas.
• Live location information during active service tracking.
• Location information associated with emergency alerts.

Where location tracking is enabled for active jobs, a worker's location may be collected when the application is running in the background or is not actively being viewed. This allows relevant service-tracking functionality to continue.

Location may also be accessed when a user activates an emergency alert and grants the required location permissions.

Location information may be shared with relevant customers, workers or authorised administrators when necessary to provide the requested service or support safety features.

Users can manage device location permissions through their device settings. Disabling location access may affect certain features.

2.5 Bookings and Communication

We may collect:

• Requested services.
• Booking dates and times.
• Booking notes and special requests.
• Estimated working hours and prices.
• Booking status and history.
• Details provided when booking on behalf of another person.
• The other person's name and phone number.
• Payer names and phone numbers.
• Chat messages and attachments.
• Support tickets.
• Reports and disputes.
• Bargaining offers.
• Cart items and bookmarks.

This information helps us coordinate services, facilitate communication, resolve disputes and maintain booking records.

Users who provide another person's personal information should ensure that they have an appropriate reason and authority to provide it.

2.6 Financial and Payment Information

We may collect and maintain:

• Wallet balances.
• Transaction histories.
• M-Pesa phone numbers used for payments and payouts.
• Payment references and transaction records.
• Escrow records.
• Worker payout records.
• Records of manual payouts recorded by administrators.

M-Pesa transactions are processed through Safaricom's payment services.

We use relevant transaction information to manage payments, reconcile transactions, resolve disputes and maintain financial records.

2.7 Device and Technical Information

To operate and secure Konnect, we may collect:

• Firebase Cloud Messaging notification tokens.
• Generated device identifiers.
• Browser user-agent information.
• IP addresses.
• Notification preferences.
• Language preferences.
• Security and administrative action logs.
• Rate-limiting records.
• Fraud prevention indicators, including cancellation and refund activity.

Certain temporary session and navigation information may be stored locally on your device.

2.8 Platform Usage and Activity Information

Konnect records certain activities performed on the platform to understand how users interact with its services.

This may include:

• Profile views and clicks.
• Service interactions.
• Booking activity.
• User engagement.
• Navigation and feature usage.
• Other relevant platform interaction events.

These records are processed through our application backend and database infrastructure, including Appwrite.

We use this information to understand service demand, improve platform functionality, monitor performance and identify suspicious activity.

3. How We Use Your Information

We use personal information for the following purposes:

1. Creating and managing user accounts.
2. Verifying worker identities.
3. Connecting customers with suitable service providers.
4. Processing bookings and coordinating services.
5. Facilitating communication between customers and workers.
6. Processing payments, escrow transactions and payouts.
7. Providing customer support and resolving disputes.
8. Sending booking updates and service notifications.
9. Supporting emergency and safety-related features.
10. Tracking active services where the feature is enabled.
11. Detecting fraudulent activities and preventing misuse.
12. Monitoring platform activity and improving our services.
13. Maintaining security and complying with applicable legal obligations.

We process personal information for specified and legitimate purposes and where an appropriate legal basis exists.

4. Notifications and Communication

Konnect uses Firebase Cloud Messaging (FCM) to deliver push notifications to supported devices.

Notifications may relate to:

• New bookings.
• Booking acceptance or rejection.
• Booking status changes.
• Messages and communication.
• Payment updates.
• Worker arrival and service updates.
• Important account and security events.

Notification tokens may be stored to facilitate delivery.

Users can manage notification permissions through their device or browser settings. Disabling notifications may prevent users from receiving certain alerts.

5. How We Share Your Information

We do not sell personal information to third parties.

We may share relevant information with service providers and other parties where necessary to operate Konnect and provide its services.

5.1 Appwrite

Appwrite provides backend infrastructure used to store and manage application information, including accounts, database records and files.

5.2 Firebase

Firebase Cloud Messaging is used to deliver push notifications to supported devices.

5.3 Cloudinary

Cloudinary is used to host and manage uploaded images and other supported media.

5.4 Safaricom

Safaricom processes M-Pesa payments and related transactions.

5.5 Authorised Konnect Administrators

Authorised administrators may access relevant information for:

• Identity verification.
• Customer support.
• Payment reconciliation.
• Dispute resolution.
• Fraud prevention.
• Platform administration.

5.6 Other Konnect Users

Certain information is shared between customers and workers when necessary to facilitate bookings and services.

For example, workers may receive relevant customer contact and booking information, while customers may access worker profiles, service information and relevant job-tracking information.

We require information accessed through administrative functions to be used for legitimate platform-related purposes.

6. Data Storage and Security

Konnect uses third-party infrastructure providers to store, process and manage information.

We implement appropriate technical and organisational safeguards intended to protect personal information against unauthorised access, alteration, disclosure, loss and misuse.

These safeguards may include:

• Access restrictions.
• Authentication controls.
• Secure communication protocols.
• Server-side security measures.
• Administrative access controls.
• Fraud monitoring and security logs.

Access to sensitive identity verification information is restricted to authorised personnel.

Although we take reasonable steps to protect information, no electronic storage or transmission system can be guaranteed to be completely secure.

7. Data Retention

We retain personal information for as long as reasonably necessary to fulfil the purposes for which it was collected, provide our services, maintain platform security and meet applicable legal obligations.

Different categories of information may be retained for different periods.

Worker identity verification documents, including National ID photographs and selfies, may be retained for identity verification, re-verification, fraud prevention, platform safety and the investigation of disputes.

Such documents may be retained while an account remains active where necessary for these purposes. Their retention is subject to periodic review and applicable data protection requirements.

Transaction, escrow and payout records may be retained where necessary for financial reconciliation, dispute resolution and legal obligations.

Security logs and technical records may be retained for security monitoring and fraud prevention.

Where personal information is no longer necessary for its original purpose or another lawful retention purpose, we will take appropriate steps to delete, anonymise or securely dispose of it.

8. Your Privacy Rights

Subject to applicable law, users may have the right to:

• Be informed about how their personal information is processed.
• Request access to personal information held about them.
• Request correction of inaccurate or incomplete information.
• Request deletion of personal information where applicable.
• Object to certain forms of processing.
• Request restriction of processing where applicable.
• Request a copy of their information in a suitable portable format where applicable.
• Withdraw consent where processing is based on consent.

To exercise these rights, contact us using the contact information provided in this policy.

We may need to verify your identity before processing certain requests.

9. Account Deletion

Konnect provides users with the ability to request account deletion through the application.

Users can initiate account deletion through the account settings or designated account deletion feature.

Users who no longer have access to the application may also submit an account deletion request through our external account deletion webpage (https://delete.konnectapp.co.ke) or by contacting our support team.

When a valid deletion request is received, we will take appropriate steps to delete the account and associated personal information, subject to applicable legal obligations and legitimate retention requirements.

Certain information may be retained where necessary for:

• Financial and transaction reconciliation.
• Outstanding payments and disputes.
• Fraud prevention and security.
• Legal and regulatory obligations.
• Establishing, exercising or defending legal claims.

Where information must be retained, its use will be restricted to the relevant purpose and it will be kept only for the necessary period.

10. Third-Party Services and International Data Transfers

Konnect integrates with third-party services to provide its functionality.

Our current service providers include:

• Appwrite.
• Firebase.
• Cloudinary.
• Safaricom M-Pesa.

These providers may process information in accordance with their own privacy policies and applicable contractual obligations.

Some providers may process or store information outside Kenya.

Where personal information is transferred outside Kenya, Konnect will take appropriate steps to ensure that the transfer complies with applicable data protection requirements, including the requirements for appropriate safeguards.

Users are encouraged to review the privacy policies of relevant third-party providers.

11. Children's Privacy

Konnect is intended for individuals who are legally eligible to use its services.

We do not knowingly collect personal information from children in circumstances where such collection is not legally permitted.

If we become aware that personal information has been collected unlawfully from a child, we will take appropriate steps to address the situation.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology, operational practices or applicable legal requirements.

When significant changes are made, we may notify users through the application, website or other appropriate communication channels.

The latest version will be made available through our official platforms.

13. Contact Us

For privacy-related questions, access requests, corrections, deletion requests or other concerns regarding personal information, please contact:

Konnect Privacy and Support Team

Email: konnect709@gmail.com

Website: https://app.konnectapp.co.ke/

Country of operation: Kenya

We encourage users to contact us if they have concerns about how their personal information is handled.

Request account deletion