Privacy Policy
How Sendi collects, uses, shares and protects personal data when customers, couriers and other users use the Sendi platform in Kenya.
1. Who we are
Sendi is operated by SENDI LTD. Sendi provides a technology platform through which customers can request delivery services and independent couriers can find, accept and manage delivery jobs.
For purposes of Kenya's data-protection law, SENDI LTD may act as a data controller for information used to operate the platform and, in limited cases, as a data processor where it handles information on behalf of another organisation.
Privacy enquiries may be sent to legal@sendi.digital. General support enquiries may be sent to support@sendi.digital.
2. Kenyan data-protection framework
We aim to handle personal data in accordance with the Constitution of Kenya, the Data Protection Act, 2019 and applicable regulations and guidance issued by the Office of the Data Protection Commissioner.
We seek to process personal data lawfully, fairly and transparently; collect only what is reasonably necessary; keep it accurate; retain it only for legitimate purposes; and protect it using appropriate technical and organisational measures.
3. Data we collect
Customer information
This may include names, phone numbers, email addresses, account details, pickup and delivery addresses, recipient details, item descriptions, delivery instructions, support messages, payment references, booking history and device or browser information.
Courier information
This may include names, contact details, identity-verification information and status, profile details, delivery method or vehicle details, licence or registration information where relevant, bank or mobile-money payout details, job history, ratings, support records and location updates while using Sendi for delivery work.
Operational and technical information
We may collect IP addresses, device identifiers, application logs, authentication records, fraud-prevention signals, customer-service records, timestamps and records of actions taken through the platform.
4. How we use data
- to register, verify and manage accounts;
- to create, price, match, route and administer delivery jobs;
- to enable necessary communication between customers, recipients and couriers;
- to process payments, refunds and courier payouts through authorised service providers;
- to verify pickup and delivery and maintain an audit trail;
- to detect fraud, misuse, unsafe conduct and account compromise;
- to provide support, investigate complaints and resolve disputes;
- to improve platform safety, reliability and usability;
- to comply with legal, tax, accounting, insurance and regulatory obligations;
- to establish, exercise or defend legal claims.
Where required, we rely on consent, performance of a contract, compliance with legal obligations, protection of legitimate interests, or another lawful basis permitted under Kenyan law.
5. App permissions
When Sendi is used through an Android app or mobile browser, the service may request access to location, camera or photo-storage functions. Location access supports routing, courier matching, arrival checks, live job progress and safety. Camera or photo access allows users to capture and upload pickup, delivery, Safe Drop and damage evidence.
Permissions should be requested only when needed for a relevant feature. You may manage Android permissions in your device settings, but disabling a permission may prevent that feature from working correctly.
6. Location and delivery evidence
Sendi may process location data to calculate routes and prices, match couriers, show job progress, confirm arrival, apply pickup or delivery radius checks, improve safety and investigate disputes. Location sharing should be limited to periods when a courier is actively using Sendi for delivery work.
To create proof of service and protect customers, couriers and Sendi, the platform may store pickup photos, delivery photos, Safe Drop photos, damage-report photos, delivery notes, GPS events, timestamps, pickup-code verification and delivery-PIN verification.
Evidence photos should focus on the item, packaging and delivery location. Users must not deliberately capture unnecessary images of people, private interiors, identity documents or unrelated personal information.
7. Payments
Payments may be processed by third-party providers, including providers supporting M-PESA and other Kenyan payment methods. Sendi may receive transaction references, payment status, payer details supplied by the provider and reconciliation information. Card, bank or mobile-money credentials are handled by the relevant payment provider in accordance with its own terms and privacy practices.
We may retain payment and payout records where necessary for accounting, fraud prevention, customer support and compliance with Kenyan law.
9. Retention and security
We retain information only for as long as reasonably needed for platform operations, delivery verification, disputes, fraud prevention, accounting, tax, legal and regulatory obligations. Different categories of information may have different retention periods.
Delivery evidence and incident records may be retained beyond completion of a job where reasonably necessary to resolve complaints, respond to claims or meet legal requirements.
We use reasonable safeguards such as access controls, authentication, private object storage, logging and restricted administrative access. No online service can guarantee absolute security, and users should protect their passwords, devices and one-time codes.
10. Your rights
Subject to Kenyan law, you may have rights to be informed about the use of your data; access data held about you; object to processing; request correction of false or misleading data; request deletion of data that is no longer lawfully required; and obtain further information about automated decisions where applicable.
To make a request, email legal@sendi.digital and provide enough information for us to verify your identity and locate the relevant records. We may ask for additional verification before releasing or changing personal data.
11. Account deletion
You may request deletion of your Sendi account from the Account page while signed in or through the public account-deletion page. We may verify your identity before processing the request.
After verification, we will delete or anonymise account and profile data that is no longer needed. We may retain limited records relating to completed deliveries, payments, payouts, refunds, fraud prevention, disputes, safety, tax, accounting or legal claims where retention is required or permitted. Retained information remains restricted and is not used for unrelated marketing.
12. Children
Sendi accounts are intended for adults who can enter into binding agreements. The platform is not intended for children to create courier or customer accounts independently. A parent or lawful guardian should contact us if they believe a child's information has been submitted without proper authority.
13. Contact and complaints
Privacy and legal: legal@sendi.digital
Support: support@sendi.digital
We encourage you to contact us first so we can try to resolve the issue. You may also have the right to lodge a complaint with Kenya's Office of the Data Protection Commissioner.