Helpro Kenya ("Helpro", "we", "us", "our") operates a digital marketplace that connects Clients with Helpers across Kenya. This Privacy Policy explains how we collect, use, store, share, and protect your personal information when you use the Helpro Platform.
This policy is written in compliance with the Kenya Data Protection Act, 2019 (No. 24 of 2019) and the Kenya Data Protection Regulations, 2021. By using the Platform, you consent to the data practices described in this policy.
We collect personal data in the following categories:
| Data Type | What We Collect | Who It Applies To |
|---|---|---|
| Account Data | Full name, email address, password (hashed), account role | All users |
| Profile Data | Bio, service category, hourly rate, profile photo, location name | Helpers |
| Identity Documents | Selfie photo, National ID or Passport, Certificate of Good Conduct | Helpers (vetting only) |
| Location Data | City/suburb name, GPS coordinates (if location detection used) | Helpers, optional for Clients |
| Job Data | Job title, description, budget, category, location, status | Clients |
| Messages | Chat messages between Clients and Helpers on the Platform | All users |
| Transaction Data | Booking records, payment amounts, job status, payment history | All users |
| Usage Data | Pages visited, features used, browser type, device type, IP address | All users (automatically) |
We do not collect sensitive personal data such as health information, political opinions, or religious beliefs unless you voluntarily provide it in a message or profile description.
We use your personal data for the following purposes, each based on a lawful basis under the Kenya Data Protection Act 2019:
- To provide the Platform: Creating and managing your account, enabling job postings, facilitating connections between Clients and Helpers, and processing payments.
- To verify Helpers: Reviewing identity documents and certificates of good conduct to maintain a safe marketplace.
- To improve the Platform: Analysing usage patterns to understand how features are used and to fix bugs and improve performance.
- To communicate with you: Sending account-related notifications, job updates, messages from other users, and (where you have opted in) promotional communications.
- To ensure safety: Detecting and preventing fraud, abuse, and violations of our Terms and Conditions.
- To comply with law: Meeting our obligations under Kenyan law, including responding to lawful requests from regulatory authorities.
We share personal data only in the following limited circumstances:
- With other users: Your public profile information (name, service category, rating, location name, bio) is visible to Clients browsing the Marketplace. Private information such as your ID or conduct certificate is never shared with other users.
- With service providers: We use Supabase (our cloud infrastructure provider) to store data and run the Platform. Supabase processes data on our behalf and is contractually bound to protect it.
- With payment processors: If you use payment features, your transaction data may be shared with the relevant payment processor (e.g. Safaricom M-Pesa) solely to complete the transaction.
- With law enforcement: We will disclose data when required by Kenyan law, court order, or legitimate government request.
- With your consent: We will share data with any third party if you explicitly consent to this.
Your personal data is stored on secure servers provided by Supabase, a cloud infrastructure provider. Data may be stored in data centres located outside Kenya. Where this occurs, we ensure that appropriate safeguards are in place to protect your data in accordance with the Kenya Data Protection Act 2019.
We implement the following security measures to protect your data:
- Encrypted data transmission using HTTPS/TLS on all connections
- Passwords are hashed using industry-standard algorithms — we never store plain-text passwords
- Row-Level Security (RLS) policies in our database to ensure users can only access data they are authorised to see
- Access to personal data is limited to Helpro team members who need it to operate the Platform
- Verification documents are stored in a private, access-controlled storage bucket
Retention: We retain your personal data for as long as your account is active. Upon account deletion, your profile data is removed from public view within 30 days. Certain data (such as transaction records) may be retained for up to 7 years as required by Kenyan financial regulations.
To become a vetted Helper on Helpro, you must submit identity documents including your selfie, National ID or Passport, and Certificate of Good Conduct. These are sensitive personal documents and we treat them with the highest level of care.
- Documents are uploaded to a private, encrypted storage bucket that is not publicly accessible
- Only authorised Helpro administrators can access these documents, solely for vetting purposes
- Documents are never shared with Clients or other Helpers on the Platform
- Once vetting is complete, documents are retained to support any future disputes or investigations
- You may request deletion of your verification documents by contacting us at privacy@helpro.co.ke — subject to any legal retention obligations
Helpro uses browser-based storage technologies to keep you signed in and to store your session preferences. Specifically, we use:
- Authentication tokens: Supabase stores your session token in browser local storage to keep you logged in between visits. This token is essential for the Platform to function.
- UI preferences: We may store temporary values (e.g. selected marketplace mode) in local storage to improve your experience. These contain no personal data.
We do not use third-party advertising cookies or tracking cookies. We do not participate in cross-site tracking or behavioural advertising networks.
You may clear browser storage at any time through your browser settings, which will log you out of your Helpro account.
The Helpro Platform is not intended for use by persons under the age of 18. We do not knowingly collect personal data from children.
If you are a parent or guardian and believe that your child has provided us with personal data without your consent, please contact us immediately at privacy@helpro.co.ke and we will promptly delete such information.
Under the Kenya Data Protection Act 2019, you have the following rights regarding your personal data:
To exercise any of these rights, contact our Data Protection Officer at privacy@helpro.co.ke. We will respond within 30 days as required by law.
You also have the right to lodge a complaint with the Office of the Data Protection Commissioner (ODPC) of Kenya if you believe your rights have been violated.
We may update this Privacy Policy from time to time to reflect changes in our data practices, legal requirements, or Platform features. When we make material changes, we will:
- Update the "Last Updated" date at the top of this page
- Notify registered users via email or a prominent in-app notice
- Give you reasonable notice before changes take effect where required by law
We encourage you to review this Policy periodically. Your continued use of the Platform after any changes constitutes your acceptance of the updated Policy.
For any privacy-related questions, data requests, or complaints, please contact our Data Protection Officer directly:
Helpro Kenya — Data Protection Officer
Read our Terms & Conditions for the full agreement governing your use of the Helpro Platform.