Privacy policy
Last updated: 11 Oct 2026
HiHome is operated by HIHOME KENYA TECHNOLOGY LIMITED. We are the controller of personal data collected through our website and app and are registered with the Office of the Data Protection Commissioner (ODPC) under Kenya’s Data Protection Act, 2019. Privacy questions may be sent to hello@hihome.co.ke.
We collect information you provide, including your name, phone number, sign-in credentials and one-time codes, delivery and contact details, saved addresses, orders, cart and wishlist activity, warranty and service requests, payment confirmations, messages, communication preferences, and any photos or files you choose to send for support, returns, repair or trade-in.
We may also receive technical information needed to operate and protect the service, such as IP address, browser or device information, cookies and local storage identifiers, session data, and security or diagnostic logs. Location is used only when you choose a location feature and grant permission.
We use this information to create and secure your account; process payments, orders, delivery and collection; provide installation, warranty and support; communicate service updates; prevent fraud and abuse; meet tax and legal duties; and, where you consent, send WhatsApp or promotional messages. You can change WhatsApp updates in Account → Profile.
Payment details are sent to the selected provider, such as M-PESA, Airtel Money or a card payment provider, to complete your transaction. HiHome does not store full card numbers or card security codes.
We do not sell personal data. We share only what is reasonably necessary with providers that help us deliver the service, including payment and financing providers, couriers, installers, service centres, messaging and communications providers, hosting and technology suppliers, and professional advisers. We may also disclose information when required by law or a competent authority.
We keep account, order, support and warranty information only as long as needed for the purposes described here and for applicable tax, accounting, warranty, fraud-prevention and legal obligations. When it is no longer required, we delete or anonymise it.
We use reasonable administrative, technical and organisational safeguards. Some service providers may process data outside Kenya; where this happens, we use appropriate contractual or legal safeguards required by applicable law.
Subject to applicable law, you may ask to access, correct, delete or restrict your personal data, object to certain processing, or withdraw consent. You may also complain to the ODPC. Contact hello@hihome.co.ke so we can verify and respond to your request.
App usage and crash data
The HiHome apps for iPhone and Android use Google Analytics for Firebase and Firebase Crashlytics, provided by Google as our service provider, to see how the app is used and to fix problems. The apps record which screens you open; which products you view, search for, save, add to your bag and buy, including product, price and order value; where a step such as sign-in or an M-PESA payment did not go through, as fixed codes; and crash and performance reports with the app version, device model and operating system. Google may estimate your approximate location (city or region) from your IP address.
This information is collected under an identifier for your installation of the app, not your name, phone number or account, and it is not used for advertising: the apps do not collect your device’s advertising identifier and ad personalisation is turned off. We do not send your name, phone number, address, order number, payment details or anything you type, apart from search words; a search that looks like a phone number or email address is not recorded. When you place an order, we keep a random checkout reference and the campaign link you arrived from (if any) with the order, so our staff can check that the analytics match our sales.
Google may process this data outside Kenya under the safeguards described above. Usage data is kept for 14 months and crash reports for up to 90 days. You can turn this off at any time in the app under Account → Privacy & data → Share usage & crash data; the setting applies to the phone you change it on. Our website uses Google Analytics as described below.
Website usage data
Our website and mobile site use Google Analytics, provided by Google as our service provider, to see how the site is used and to fix problems. The site records which pages you open (with order numbers and anything you typed removed from the address); which products you view, search for, save, add to your bag and buy, including product, price and order value; and where a step such as sign-in or an M-PESA payment did not go through, as fixed codes. Google sets a first-party cookie (_ga) to recognise your browser and may estimate your approximate location (city or region) from your IP address.
This information is collected under a cookie for your browser, not your name, phone number or account, and it is not used for advertising: Google signals and ad personalisation are turned off. We do not send your name, phone number, address, order number, payment details or anything you type, apart from search words; a search that looks like a phone number or email address is not recorded. When you place an order, we keep a random checkout reference and the campaign link you arrived from (if any) with the order, so our staff can check that the analytics match our sales. Pages you open inside the HiHome app are covered by the app section above and are not counted again here.
Usage data is kept for 14 months. You can turn this off for this browser with the switch below; it stays off until you clear this site’s data.
Account deletion
Signed-in customers can open Account → Profile and choose “Request account deletion”. You may also email hello@hihome.co.ke from the email address or phone account you used with HiHome.
We will verify that the account belongs to you before closing it. We delete or anonymise profile and optional account data unless it must be kept for tax, accounting, warranty, fraud prevention, dispute resolution or another legal obligation. Required transaction records are retained only for the applicable legal or operational period.