SkyNet Kenya Couriers Limited, trading as SkyNet Express ("SkyNet Express", "we", "us", "our"), is a courier and logistics company headquartered at Vision Plaza, Mombasa Road, Nairobi, with an additional office at Olemonana Building, 5th Floor, Moi Avenue, Ganjoni, Mombasa. We respect your privacy and are committed to protecting your personal data in accordance with Kenya's Data Protection Act, 2019 and its regulations.
1. Scope of This Policy
This policy applies to personal data we collect through skynetworldwide.co.ke, our customer and driver portals at app.skynetworldwide.co.ke, our Nala AI chat assistant, our branches and call centre, and anywhere else we provide courier, freight, or e-commerce fulfilment services.
2. Information We Collect
- Identity & contact data — name, email, phone number, physical and billing address.
- Shipment data — sender and recipient details, package contents, weight and dimensions, declared value, special instructions.
- Account & portal data — login credentials, business/KYC details, wallet and billing history.
- Payment data — M-Pesa and card transaction references. We never store M-Pesa PINs or full card numbers; these are processed by our licensed payment partners.
- Communications — messages sent via our contact form, WhatsApp, the Nala AI assistant, email, or phone calls to our customer service team.
- Customs & regulatory data — ID/passport numbers and KRA PIN, where required for customs clearance or eTIMS-compliant invoicing.
- Technical data — IP address, browser type, device information, and cookies (see our Cookie Policy).
3. How We Use Your Information
- To create waybills, collect, transport, clear, and deliver shipments.
- To process payments and issue tax-compliant invoices and receipts.
- To send tracking updates and delivery notifications by SMS, WhatsApp, or email.
- To respond to customer service enquiries and claims.
- To meet customs, tax (including KRA eTIMS), and other legal or regulatory obligations.
- To send marketing communications you have opted into, which you may opt out of at any time.
- To detect, investigate, and prevent fraud, abuse, or security incidents.
- To improve our website, portal, and services.
We process this data on the basis of performing our contract of carriage with you, complying with legal obligations, our legitimate business interests, and — for marketing — your consent.
4. How We Share Information
We share personal data only where necessary, including with:
- Delivery agents, line-haul partners, and our international network of courier offices needed to complete your shipment.
- Customs authorities, the Kenya Revenue Authority, and other government bodies as legally required.
- Payment processors and mobile money providers (e.g. M-Pesa/Safaricom) to process payment.
- IT, hosting, and cloud service providers who process data on our behalf under confidentiality obligations.
- Professional advisers, auditors, or law enforcement where required by law or to protect our rights.
We do not sell your personal data to third parties.
5. International Transfers
Because we deliver to over 209 territories worldwide, shipment data necessarily travels to the destination country's customs authorities and our partner courier in that territory. Where data leaves Kenya, we take reasonable steps to ensure it remains protected consistent with this policy and applicable law.
6. Data Retention
We retain personal data for as long as needed to provide our services and thereafter for as long as required to meet tax, customs, and other statutory retention obligations (generally up to seven years for financial records), after which it is securely deleted or anonymised.
Some personal data is kept for a shorter, fixed period:
- Conversations with our chat assistant are deleted after 1 year.
- GPS coordinates recorded on shipment and scan events, and location tracking of delivery drivers, are removed after 3 years.
- Signature, photo and signed-document files that prove delivery are deleted 10 years after delivery.
7. Your Rights
Subject to applicable law, you have the right to:
- Access the personal data we hold about you.
- Request correction of inaccurate or incomplete data.
- Request deletion of data we no longer have a lawful reason to keep.
- Object to or restrict certain processing, including direct marketing.
- Request a copy of your data in a portable format.
- Withdraw consent at any time where processing is based on consent.
To exercise any of these rights, contact us using the details in the Contact Us section below. We respond to requests to access or erase your personal data within 30 days. You may also lodge a complaint with the Office of the Data Protection Commissioner (ODPC), Kenya.
8. Security
We use access controls, encryption in transit, and staff confidentiality obligations to protect your data. No system is completely secure, but we work to continuously improve our safeguards.
9. Cookies
Our website uses a small number of essential cookies and embeds third-party content (such as Google Maps) that may set their own cookies. See our Cookie Policy for details.
10. Children's Privacy
Our services are intended for businesses and adults. We do not knowingly collect personal data from children under 18.
11. Changes to This Policy
We may update this policy from time to time. Material changes will be reflected by an updated "Last updated" date at the top of this page.
12. Contact Us
For privacy questions or to exercise your rights, contact us at info@skynetworldwide.co.ke or cs@skynetworldwide.co.ke, or write to us at SkyNet Kenya Couriers Limited, Vision Plaza, Mombasa Road, Nairobi, Kenya.