Privacy Policy

VBEX Courier Limited ("VBEX", "we", "our" or "us") is committed to protecting the privacy and security of personal data collected through the VBEX Platform and related services.

This Privacy Policy explains how VBEX collects, uses, stores, shares and protects personal data relating to Customers, Merchants, Riders, service providers and other users of the Platform.

VBEX processes personal data in accordance with the Constitution of Kenya, the Data Protection Act, 2019, the Data Protection Regulations, 2021 and other Applicable Laws.

By accessing or using the VBEX Platform, you acknowledge that you have read and understood this Privacy Policy. The VBEX Platform is intended for persons aged eighteen (18) years and above.

Depending on the nature of the Services provided, VBEX may act as a Data Controller or Data Processor as defined under Applicable Law.

VBEX may collect and process the following categories of information through the Platform and related Services:

2.1 Personal Information

This may include names, telephone numbers, email addresses, national identification details, profile information and other information provided when creating or using an Account.

2.2 Business Information

For Merchants, corporate customers and institutions, this may include business registration details, KRA PIN information, business permits, billing information, contact persons and other information required for verification, account management and service delivery.

2.3 Transaction Information

This may include Service requests, Shipment details, delivery instructions, payment information, proof of delivery records, customer support interactions and transaction history.

2.4 Location Information

VBEX may collect location information relating to Customers, Merchants, Riders, Shipments and devices where necessary to facilitate pickups, deliveries, navigation, tracking, security and operational support.

2.5 Technical Information

This may include device information, IP addresses, browser information, application usage data, system logs, cookies and other information generated through access to or use of the Platform.

2.6 Information from Third Parties

VBEX may receive information from payment service providers, business partners, public authorities, verification providers and other third parties where permitted by Applicable Law.

VBEX may use personal data for the following purposes:

3.1 Service Delivery

To create and manage Accounts, facilitate pickups and deliveries, process Service requests, communicate with users and provide related logistics services through the Platform.

3.2 Payments and Billing

To process payments, issue invoices, manage credit arrangements, facilitate refunds and maintain financial records.

3.3 Customer Support

To respond to enquiries, resolve complaints, investigate claims, provide technical support and improve user experience.

3.4 Safety, Security and Fraud Prevention

To verify identities, prevent fraud, detect unauthorized activities, protect users and maintain the security and integrity of the Platform and Services.

3.5 Compliance and Regulatory Obligations

To comply with Applicable Law, court orders, regulatory requirements, law enforcement requests and other legal obligations.

3.6 Service Improvement

To analyse Platform usage, improve Service performance, develop new products and services, conduct research and enhance operational efficiency.

3.7 Communications and Marketing

To send service-related notifications, updates, promotional communications and marketing materials where permitted by Applicable Law or with the user's consent.

VBEX processes personal data on the basis of consent, contractual necessity, legal obligation and legitimate interests, as permitted under Applicable Law.

VBEX may share personal data where necessary to provide Services, operate the Platform, comply with legal obligations or protect legitimate business interests. Personal data may be shared with:

4.1 Customers, Merchants and Riders

Where necessary to facilitate pickups, deliveries, account management, customer support and related Services.

4.2 Payment and Financial Service Providers

To process payments, refunds, settlements, credit arrangements and related financial transactions.

4.3 Service Providers and Technology Partners

To support Platform operations, cloud hosting, communications, data storage, analytics, security, customer support and other business functions.

4.4 Regulatory Authorities and Law Enforcement Agencies

Where required by Applicable Law, court order, regulatory requirement or lawful request from a competent authority.

4.5 Professional Advisors and Business Partners

Where necessary for legal, audit, insurance, compliance, risk management or other legitimate business purposes.

4.6 Corporate Transactions

In connection with a merger, acquisition, restructuring, investment, asset transfer or similar corporate transaction, subject to appropriate safeguards.

VBEX does not sell personal data to third parties.

Where personal data is shared, VBEX shall take reasonable steps to ensure that recipients process such information in accordance with Applicable Law and appropriate confidentiality obligations.

VBEX implements reasonable administrative, technical and organizational measures to protect personal data against unauthorized access, disclosure, alteration, loss, misuse or destruction.

Such measures may include access controls, authentication procedures, encryption, system monitoring, secure storage, staff confidentiality obligations and other safeguards appropriate to the nature of the information processed.

Access to personal data shall be limited to authorized persons who require such information for legitimate business, operational or legal purposes.

While VBEX takes reasonable steps to protect personal data, no method of transmission, storage or processing is completely secure and VBEX cannot guarantee absolute security.

VBEX shall retain personal data only for as long as is necessary to fulfil the purposes for which it was collected, comply with Applicable Law, resolve disputes, enforce contractual rights and obligations, maintain business records or support legitimate business operations.

Retention periods may vary depending on the nature of the information, the Services provided and applicable legal, regulatory, tax, accounting or operational requirements.

Where personal data is no longer required, VBEX may delete, anonymize or otherwise securely dispose of such information in accordance with Applicable Law and its internal data retention practices.

Subject to Applicable Law, you may have the right to:

7.1 Access

Request access to personal data held by VBEX relating to you.

7.2 Correction

Request correction of inaccurate, incomplete or outdated personal data.

7.3 Objection and Restriction

Object to the processing of personal data or request that processing be restricted in certain circumstances permitted by Applicable Law.

7.4 Withdrawal of Consent

Withdraw consent where processing is based on consent, provided that such withdrawal shall not affect the lawfulness of processing undertaken before the withdrawal.

7.5 Deletion

Request deletion of personal data where retention is no longer required or where otherwise permitted by Applicable Law.

7.6 Data Portability

Request the transfer of personal data in a structured format where applicable under Applicable Law.

VBEX may require reasonable verification of identity before acting on any request relating to personal data. Requests relating to personal data may be submitted through VBEX's designated customer support or data protection contact channels.

VBEX may use third-party technology providers, cloud infrastructure, communication platforms, analytics services and other technology solutions to support the operation of the Platform and Services.

As a result, personal data may be stored, processed or accessed in jurisdictions outside Kenya, subject to appropriate safeguards and in accordance with Applicable Law.

The VBEX Platform, website and related services may use cookies, device identifiers, analytics tools, location technologies and similar technologies to support functionality, security, service delivery, performance monitoring and user experience.

Users may manage certain technology preferences through their device, browser or application settings, although disabling certain technologies may affect the functionality of the Platform.

VBEX may amend this Privacy Policy from time to time to reflect changes in its Services, technology, legal obligations or business operations.

The latest version of this Privacy Policy shall be made available through the Platform and shall become effective upon publication unless otherwise stated.

Users are encouraged to review this Privacy Policy periodically to remain informed about how personal data is processed and protected.

Any questions, requests or complaints relating to this Privacy Policy or the processing of personal data may be submitted through VBEX's designated customer support or data protection contact channels. VBEX shall consider and respond to privacy-related requests in accordance with Applicable Law.