Privacy Policy

1. Introduction & Scope

This policy outlines how we collect, use, disclose and safeguard your information when you visit our website, purchase Samsung phones, tablets or accessories, or book a device repair with us. We are committed to complying with the Data Protection Act, 2019 of Kenya.

This policy applies to personal data collected through our website and digital platforms, online and in-store purchases, repair bookings, warranty registrations, customer support interactions (phone, email, WhatsApp, walk-in), delivery arrangements, and marketing communications (with consent).

2. Information We Collect

Personal Information

• Full name and contact details (email address, phone number)
• Physical address for delivery or device collection
• Government ID (for warranty registration or repair verification only, where required)
• Payment information — processed securely; we do not store full card details

Device & Repair Information

• Device model, IMEI and serial number
• Fault description and repair history
• Warranty status, technician notes and service records

Transaction Data

• Purchase history, invoices and receipts
• Payment method type (e.g., cash, card, M-Pesa)
• Delivery, shipping and customer service records

Automatically Collected Data

Our website log files record IP addresses, browser type, ISP, date/time stamps and referring pages. This data is not linked to personally identifiable information and is used for site analytics and administration. We do not collect sensitive personal data unless strictly required and with your explicit consent.

3. How We Use Your Information

• Sales Processing: to complete purchases and process payments (including M-Pesa)
• Repair Services: to diagnose, repair, test and return your device, and update you on repair status
• Customer Support: to respond to inquiries and provide assistance
• Warranty Management: to register and process warranty claims on your behalf
• Delivery: to dispatch products or repaired devices to your address
• Legal Compliance: to meet tax, accounting and regulatory obligations under Kenyan law
• Fraud Prevention: to protect our store, assets and customers
• Marketing: promotions and offers — only where you have explicitly opted in

Legal Basis for Processing

• Contract Performance: to fulfill a sale or repair agreement with you
• Legal Obligation: to comply with Kenyan laws and regulations
• Legitimate Interests: operational business interests that do not override your rights
• Consent: for marketing and non-essential data uses — withdrawable at any time

4. Your Device Data During Repairs

• Backup first: we recommend backing up and signing out of accounts before handing in your device
• Access only as needed: limited strictly to diagnostics and post-repair testing
• No data copying: we never copy or store customer content from repaired devices
• Data resets: factory resets (for software repairs) only with your prior approval
• Logged handling: every device is logged against a repair ticket, handled only by the assigned technician and stored securely

5. Data Retention

After the applicable period, data is securely deleted or anonymized. You may request early deletion where no legal obligation requires retention.

6. Data Sharing & Third Parties

We do not sell your personal data. We share information only as necessary with:

Third parties are contractually required to use data only for agreed purposes and to protect it. Our website may link to third-party sites whose privacy practices we do not control. Where data is processed outside Kenya (e.g., cloud hosting), we ensure compliance with the Data Protection Act, 2019.

7. Data Security

• SSL encryption for all data transmitted through our website
• Role-based access controls with strict staff authentication
• Encrypted storage and regular security updates
• Staff training on data protection and confidentiality
• Secure device storage for devices awaiting or undergoing repair

In the event of a data breach, we will investigate and contain it, notify affected individuals without undue delay, and report to the Office of the Data Protection Commissioner of Kenya as required by law.

8. Your Data Protection Rights

Under the Data Protection Act, 2019 of Kenya, you have the right to access, correction, deletion, restriction, portability, objection and withdrawal of consent regarding your personal data. We respond to all legitimate requests within 30 days, free of charge. To exercise your rights, contact us using the details below.

9. Cookies & Tracking

• Essential cookies: required for site functionality and security
• Functional cookies: remember your preferences (disable via browser settings)
• Analytics cookies: aggregate, anonymized usage data — opt out via browser settings or the Google Analytics opt-out tool

Third-party advertisers may use their own cookies, which we do not control. Manage cookies via your browser settings (Chrome: Settings → Privacy and Security; Safari: Preferences → Privacy).

10. Children's Privacy

Our products and services are not directed at individuals under 18. We do not knowingly collect personal information from minors without verifiable parental or guardian consent; any such data discovered is deleted promptly. Contact us immediately at info@samsungservicecenter.com if you believe your child has provided us personal information.

11. Policy Updates

We may update this policy from time to time. Significant changes will be announced on our website or via email (where held), the "Last Updated" date will be revised, and material changes will take effect no sooner than 14 days after notice. Previous versions are available on request.

12. Contact & Complaints