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Privacy Policy

Syokinet Solutions Limited · Last updated 5 November 2026

 

1. Introduction

Syokinet Solutions ("Syokinet", "we", "us") protects the personal data of everyone who uses our services, and this policy explains how. Established in 2014, we are a Kenyan technology company and internet service provider based on Katani Rd, Syokimau. We process personal data in line with the Data Protection Act, 2019 and its regulations.

 

This policy applies to:

  • Home and business customers of our internet, Washa WiFi, wholesale, data centre connectivity, cloud, SDN, cybersecurity and integrated security services

  • Users of the Syokinet mobile app

  • Visitors to www.syokinet.co.ke, and anyone who contacts us

  • Job applicants and vendors

 

For most of this data, Syokinet is the data controller. This means we decide why and how it is used. Where we process data on a business customer's behalf, such as through hosted cloud services, we act as a processor under our contract with that customer.

 

Registered company name: SYOKINET SOLUTIONS LIMITED.

 

2. Information we collect

We collect only what we need to provide and support our services. Most of it comes directly from you; the rest is generated when you use our network, app or website.

 

  • Contact details: Name, phone number, email address. Source: Contact form, sales enquiries, sign-up.

  • Account details: Installation address, account number, service plan, company details for business customers. Source: Sign-up, sales team.

  • Billing and payment: Invoices, payment history, payment references, tax details. Source: Billing and accounting records, payment providers.

  • Service and network: Router or ONT identifiers, IP and MAC addresses, connection status, data usage, fault records. Source: Our network and device management systems.

  • Support: Tickets, emails, calls, WhatsApp messages, site visit records. Source: You, our support and field teams.

  • Mobile app: Device type, mobile number and one-time passcodes used to log in, app activity, service requests. Source: The app.

  • Website: Pages visited, browser and device details, approximate location, form entries, error reports. Source: Cookies and analytics tools.

  • Job applicants: CV, work history, qualifications, referees. Source: Our Zoho Recruit careers site.

  • Vendors: Business and contact details, documents you submit. Source: Our vendor form.

  • Marketing: Your preferences and responses to our messages. Source: You, our messaging tools.

 

We do not intentionally collect sensitive personal data, such as health data, for our services. We accept payment only through M-Pesa and EFT transfer, so we do not collect or store card details. If you give us personal data about someone else, such as a household contact, please make sure they know about this policy.

 

3. How and why we use your information

We use personal data only where the Data Protection Act, 2019 gives us a lawful basis.

 

  • Answer enquiries and prepare quotes: Steps before a contract; legitimate interests.

  • Set up, install and deliver your service: Contract.

  • Bill you, record payments and keep accounts: Contract; legal obligation.

  • Provide support and send field technicians: Contract.

  • Monitor, secure and fix our network: Contract; legitimate interests.

  • Send service notices, such as outages and invoices: Contract.

  • Run and improve the app and website: Legitimate interests; consent where required.

  • Send marketing and offers: Consent, or your choice not to opt out where the law allows.

  • Assess job applications and vendors: Steps before a contract; legitimate interests.

  • Meet regulatory, tax and law enforcement duties: Legal obligation.

 

We do not sell your personal data.

 

4. Who we share information with

We share personal data only with service providers that help us run the business, and with others where the law requires it. Our providers act on our instructions and under contract.

 

  • Zoho CRM: Sales enquiries and customer records. Data involved: Contact and account details.

  • Zoho Billing: Subscriptions and invoicing. Data involved: Account and billing details.

  • Zoho Books: Accounting. Data involved: Billing, payment and tax records.

  • Zoho Desk: Customer support tickets. Data involved: Contact details and support records.

  • Zoho Recruit: Job applications. Data involved: Applicant details.

  • Zoho Forms: Vendor registration. Data involved: Vendor details.

  • Zoho PageSense: Website analytics. Data involved: Website activity.

  • Wix: Cloud and website hosting, and contact form. Data involved: Website activity and form entries.

  • Sentry: Website error tracking. Data involved: Technical and device details.

  • WhatsApp, if you message us: Customer chat. Data involved: Your number and messages.

  • M-Pesa (Safaricom): Mobile money payments. Data involved: Name, phone number, payment amounts and references.

  • Africa's Talking: SMS messages. Data involved: Phone number and message content.

  • Emailify: SMS messages. Data involved: Phone number and message content.

  • Apple App Store: Mobile app distribution. Data involved: App download and device details.

  • Google Play Store: Mobile app distribution. Data involved: App download and device details.

  • Banks: EFT transfers. Data involved: Name, payment amounts and references.

  • Coolify: Hosting for the mobile app backend. Data involved: App, account and service data.

  • Saidalink: Router and ONT device management. Data involved: Device identifiers, connection status and usage data.

 

We may also share personal data with:

  • Installation and field contractors who work on your service

  • Professional advisers, such as auditors and lawyers

  • Regulators, courts and law enforcement, where the law requires it

  • A buyer or successor, if our business is sold or restructured

 

Social media platforms we link to, such as Facebook, Instagram, LinkedIn, TikTok and X, have their own privacy policies.

 

5. International transfers, retention and security

Transfers. Our Zoho applications store customer data in Zoho's United States data centre, so your personal data leaves Kenya. Other providers listed in section 4 may also process data outside Kenya. We make these transfers only where the Data Protection Act, 2019 permits them, using appropriate safeguards such as contractual protections, or where the transfer is necessary or you have consented.

 

Retention. We keep personal data only as long as we need it for the purposes in this policy, or as the law requires.

 

Security. We use technical and organisational measures to protect personal data. These include role-based access, staff confidentiality duties and encrypted connections. No system is completely secure. If a breach poses a real risk of harm, we will notify the Office of the Data Protection Commissioner within 72 hours of becoming aware of it, and tell affected people as the law requires.

 

6. Your rights and choices

You have rights over your personal data under the Data Protection Act, 2019. You can ask us to:

  • Tell you how your data is used

  • Give you access to, or a copy of, your data

  • Correct inaccurate or incomplete data

  • Delete data we no longer need or have no lawful basis to keep

  • Restrict or stop certain processing, including objecting to it

  • Move data you gave us to another provider, where this is technically possible

  • Withdraw consent at any time, without affecting earlier processing

 

To make a request, email care@syokinet.co.ke. We may need to confirm your identity, and some requests may be limited by legal or contractual duties. We will respond within 5 days.

 

Marketing. You can opt out of marketing at any time by using the unsubscribe option in a message or emailing us. We will still send essential service messages.

 

Complaints. Please contact us first so we can try to fix the problem. You can also complain to the Office of the Data Protection Commissioner through its complaints portal.

 

7. Cookies, children, changes and contact

Cookies. Our website uses cookies and similar tools to keep the site secure, remember your session, measure visits and detect errors. You can block or delete cookies in your browser, although some features may stop working.

 

Children. Our services are intended for adults and businesses. We do not knowingly collect personal data from children without the consent of a parent or guardian. If you believe we have, please contact us and we will address it.

 

Changes. We may update this policy as our services or the law change. We will post the new version on our website with its date, and tell you directly about significant changes.

 

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