1. Introduction
Welcome to Tiwi Hub ("we," "our," "us"). We are committed to protecting your personal data and your privacy. This Privacy Policy outlines how we collect, use, process, and protect your information when you use our ISP billing and management platform, in compliance with the Data Protection Act, 2019 (Kenya) and related regulations.
2. Data We Collect
We only collect data that is strictly necessary to provide our services to Internet Service Providers (ISPs) and their customers. The data includes:
- Account Information: Name, email address, phone number, and organization details when you register as an ISP.
- End-User Data: MAC addresses, IP addresses, bandwidth usage, and connection logs necessary for network authentication and troubleshooting.
- Payment Information: Transaction references, M-Pesa phone numbers (for billing and voucher generation), and payment amounts. We do not store full M-Pesa PINs or raw bank details.
- Technical Data: Router configurations (MikroTik), authentication logs via FreeRADIUS, and API access logs.
3. How We Use Your Data
Your data is utilized strictly for the operation and improvement of Tiwi Hub services:
- Authenticating broadband (PPPoE) and hotspot (Captive Portal) users.
- Processing transactions via M-Pesa Daraja and PayHero.
- Providing technical support, service monitoring, and operational dashboards.
- Complying with legal and regulatory obligations in Kenya.
4. Data Sharing & Third Parties
We do not sell, rent, or trade your personal data. We may share data with trusted third parties strictly under the following conditions:
- Payment Processors: M-Pesa (Safaricom) and PayHero for transaction fulfillment.
- Legal Compliance: When compelled by law enforcement or court order within the jurisdiction of Kenya.
- Infrastructure Providers: Secure cloud hosting services (e.g., Render, AWS) utilized to operate our platform.
5. Data Security & Retention
We implement robust, industry-standard security measures, including SSL encryption, secure API tokens, and hashed credentials, to protect against unauthorized access. We retain personal data only for as long as necessary to fulfill the purposes outlined in this policy or to comply with legal retention requirements in Kenya.
6. Your Rights (Under the Data Protection Act, 2019)
As a data subject in Kenya, you possess the following rights:
- Right to be informed: You have the right to know how your data is used.
- Right to access: You can request a copy of the personal data we hold about you.
- Right to rectification: You can request correction of inaccurate or incomplete data.
- Right to erasure: You can request the deletion of your personal data ("right to be forgotten"), subject to legal exemptions.
- Right to object: You can object to the processing of your data for specific purposes.
To exercise any of these rights, please contact our support team.
7. Changes to this Policy
We may update this Privacy Policy periodically. We will notify you of any significant changes by posting the new policy on this page with an updated "Last Updated" date.
8. Contact Us
If you have any questions or concerns about this Privacy Policy or our data handling practices, please contact us:
Email: privacy@tiwihub.co.ke
WhatsApp: +254 745 725 536