Effective date: 14 October 2026.
Maapia Technologies Ltd (“HUB”, “we”, “us”) runs the HUB app (for customers and merchants), the HUB Driver app (for couriers), this website and our help site. This policy explains what personal data we collect, why, who receives it, how long we keep it, and the rights you have under Kenya’s Data Protection Act, 2019.
Who we are
Maapia Technologies Ltd, trading as HUB, is based in Nairobi, Kenya. We run a marketplace where customers order from local shops and pay with M-Pesa, and couriers collect and deliver the order. For any privacy question, or to exercise your rights, email hello@hubkenya.co.ke.
Information we collect
Everyone with an account
- Account details: name, email address, password (stored only as a hash), phone number, and a profile photo or generated avatar if you choose one.
- Sign-in and security data: one-time verification and reset codes, and the IP address and device type recorded when you sign in.
- Push notification token: an identifier for your device so we can send notifications, together with the platform (Android or iOS).
- Order chat: messages you send to the courier or the shop on an order.
- Support requests: the name, email address, optional phone number and message you send through our help site or by email.
Customers
- Delivery addresses: the address text, building, floor and instructions you enter, the map position you pin, and the county and town we work out from it.
- Location while browsing: if you allow location access, the app sends your approximate position to show shops near you. We use it to answer that request and do not store it.
- Orders and payments: what you ordered, from which shops, amounts and fees, order status, receipts, refunds, the M-Pesa number you pay from and the M-Pesa transaction details. We only accept M-Pesa. We never see or store your M-Pesa PIN, and we do not collect card details.
- Reviews and disputes: ratings and comments you leave about shops, products and couriers, and the reason and description of any dispute you raise.
- Interests: the shopping interests you pick during sign-up.
- Product views: where recorded, which products a signed-in account viewed, used to show “Customers also viewed”.
Merchants
- Shop name, description, logo, banner, photos, location pin, trading hours, phone number and product listings.
- Shop photos carry the GPS position and time they were taken. We read these to check the shop’s location.
- Verification documents: national ID (front and back), business licence and, where relevant, food hygiene permit.
- Payout details (an M-Pesa number, Till or Paybill, and account name), and your sales, statements, wallet and payout records.
Couriers
- Full name, phone number, national ID number, and vehicle type, make, model, plate, colour and year.
- Verification documents: national ID (front and back), a selfie holding your ID, driving licence, vehicle photo and insurance, with their expiry dates. Our staff review these documents by hand. We do not run face matching or any other biometric processing on them.
- Proof-of-delivery photos you take at the drop-off.
- Earnings, payouts to your M-Pesa number, and statements.
- Location: see the next section.
Courier location
While you are online in the HUB Driver app, and while you are on a delivery, the app sends your position to our servers. This continues when the app is in the background or closed: on Android it runs as a foreground service with a notification that says HUB Driver is sharing your location, and on iOS it uses background location. It stops when you go offline. We use it to offer you nearby deliveries, to guide the delivery, and to resolve disputes.
- While you carry a delivery, the customer on that order sees your live position and your recent route on a map.
- Our operations staff can see online couriers’ positions on a live operations map.
- Your latest position is stored on your courier profile. During a delivery, each position (with speed and heading) is also saved as a delivery trail.
- Delivery trails are deleted automatically 30 days after they are recorded.
How we use your data
- To run your account and sign you in securely.
- To show shops and products, take orders, assign couriers and complete deliveries.
- To take M-Pesa payments, make refunds, and pay merchants and couriers.
- To verify merchants and couriers, prevent fraud, and investigate disputes and incidents.
- To send service messages (verification codes, order and delivery updates, receipts, verification decisions) and announcements from HUB. You can choose which notifications you receive in the app’s notification settings.
- To meet our legal obligations, including financial and tax record keeping.
We do not sell your personal data. The apps contain no advertising or analytics SDKs, and we do not use your data for targeted advertising.
What customers, merchants and couriers see of each other
- The shop on your order sees your name, phone number, delivery address and the items you ordered from it.
- The courier on your order sees your name, phone number and delivery address, and the shops to collect from.
- As a customer, you see the assigned courier’s name, phone number, profile photo, vehicle type, rating and live position during the delivery.
- Phone numbers are not masked. The customer and the courier on an order can see and call each other’s real phone number during that delivery, and the shop can see the customer’s number.
- Reviews are public. Your rating and comment are shown to everyone in the app with your first name and the initial of your last name. After you delete your account, the review is shown as from a “Former customer”. Our staff can hide reviews.
- Order chats are visible to the people on that order and to authorised HUB staff, for example when resolving a dispute.
- Shop listings (shop name, products and photos) are public in the app.
Service providers and other recipients
Besides the people on an order, these organisations receive personal data to run the service:
| Recipient | What they receive | Why |
|---|---|---|
| Safaricom (M-Pesa) | Phone number, amount, transaction references | Payments, refunds, and payouts to merchants and couriers |
| Amazon Web Services | The data we store | Hosting our servers and database, in Ireland (European Union) |
| Cloudinary, where we use it for image hosting | Photos and documents you upload | Storing and serving images |
| Expo push service, then Google (Firebase Cloud Messaging) or Apple (Push Notification service) | Push token and notification content | Delivering notifications to your device |
| Axene | Email address and email content | Sending emails such as verification codes, verification decisions, support replies and announcements |
| OpenSMS, when SMS is enabled | Phone number and message text | Sending SMS messages and phone verification codes |
| Google Maps | Pickup and drop-off positions; on Android, the map shown in the apps is Google’s | Maps, routes and distances |
| Google, if you choose Google sign-in where it is offered | Google sends us your name and email address | Signing in |
| DiceBear | A request for an avatar image with a random value (and, like any web request, your IP address) | Showing generated avatars when you pick one in the HUB app |
| Sentry, when crash reporting is enabled | Crash and error reports. The apps remove email addresses, phone numbers and sign-in tokens from them first | Finding and fixing errors |
| Authorities | Records, on a lawful request | Legal compliance and investigations |
We do not share your data with marketers or data brokers.
How long we keep data
- Orders, payments, refunds, payouts, wallet and ledger records, deliveries (including proof-of-delivery photos), reviews, disputes and audit logs: kept as financial, tax and legal records. They are not deleted when you delete your account; they stay attached to an anonymised account.
- Courier delivery trails: deleted automatically 30 days after they are recorded.
- Product view history: deleted after 180 days, or when you delete your account.
- Order chat messages: kept with the order record.
- Support requests: kept with our support records.
- Everything else in your account: kept while your account is open, and deleted or anonymised when you delete it, as described below.
Deleting your account
You can delete your account in the app: in HUB, go to Profile, then Delete account; in HUB Driver, go to Profile, Settings, Delete account. You can also ask us without the app. Full steps are on our account deletion page.
We cannot delete an account while an order you placed is in progress, a dispute involving you is open, a payout to you is still being processed, or your shop or courier wallet has a balance. The app tells you which applies.
When you delete your account:
- Your name, email address, phone number, profile photo and interests are removed from the account, which is closed and can no longer be signed in to. You are signed out everywhere.
- Your password, one-time codes, linked Google sign-in, push tokens and product view history are deleted.
- Your merchant and courier verification documents are deleted, together with the files held in our own storage. Files held with an image hosting provider (Cloudinary, where used) are not removed by this process.
- Your courier application details and vehicle details are erased, and your courier profile is closed.
- Saved addresses never used for an order are deleted. Addresses used for an order lose their address text, building, floor, street, estate, postcode and instructions; the map position, county and town stay with the delivery record.
- Your shop is taken offline. Its name, products and photos stay in our records and on past receipts, but are no longer shown to customers.
- The records listed under “How long we keep data” are kept. Your courier profile keeps your last reported position, and delivery trails are removed on the 30-day schedule above.
Security
Traffic between the apps, this website and our servers is encrypted with TLS. Identity documents and proof-of-delivery photos held in our own storage are private and are served only through signed links that expire after a short time. Passwords are stored as hashes. Staff sign in to our admin console with a one-time code sent to their email.
No system is perfectly secure. Please keep your password safe and contact us at hello@hubkenya.co.ke if you think someone else has accessed your account.
Your rights under the Data Protection Act, 2019
You have the right to:
- Be informed about how your personal data is used.
- Access your personal data and receive a copy.
- Correct inaccurate or incomplete data.
- Delete your data, subject to the records we must keep.
- Object to the processing of all or part of your data.
- Data portability: receive data you gave us in a machine-readable format.
- Lodge a complaint with the Office of the Data Protection Commissioner (ODPC).
In the HUB app, Profile, then Download my data gives you a copy of your data, and you can correct your details in your profile. In the HUB Driver app, ask for a copy by email. To exercise any right, email hello@hubkenya.co.ke. We will respond within the timeframe required by law.
This website
This website does not set cookies and does not use analytics. Its pages load fonts from Google Fonts and map images from CARTO, which receive your IP address when they serve them. Our help site sends the details you enter in its contact form to our support team.
Children
HUB is not directed at anyone under 18, and you must be 18 or older to use it. We do not knowingly collect data from anyone under 18.
Changes to this policy
We may update this policy as HUB changes. The current version is always on this page, and the effective date at the top shows when it last changed.
Contact
Privacy questions and requests: hello@hubkenya.co.ke
Office of the Data Protection Commissioner: odpc.go.ke