Your privacy matters to us. Harmony Home Care is committed to protecting the personal information of our clients, their families, and our caregivers. This policy explains what we collect, why we collect it, and how we keep it safe.
1. Who We Are
Harmony Home Care ("we", "us", "our") is a home care services company based in Kenya, operating under the CareConnect platform. Our registered address is P.O Box 1967, Thika 01000, Kiambu County, Kenya.
We are the data controller for personal information collected through our website (harmonyhomecare.co.ke), the CareConnect mobile application, and all associated services.
For privacy enquiries, contact us at: support@harmonyhomecare.co.ke
2. What Information We Collect
Information you give us
- Full name, phone number, email address
- Physical address and location for service delivery
- Care needs, medical conditions, and preferences shared during booking
- Payment information (M-Pesa number — we do not store card details)
- Messages and communications with our team via WhatsApp, email, or the app
- Feedback, reviews, and survey responses
Information we collect automatically
- Device type, browser, operating system, and IP address
- Pages visited and time spent on our website
- Location data (when you use live tracking in the CareConnect app — only with your permission)
- App usage data to improve the service
Information about care recipients
When you book care for a family member, we collect relevant health and personal information about the care recipient. This information is treated with the highest level of confidentiality and only shared with the assigned caregiver.
3. How We Use Your Information
We use your personal information to:
- Match you with appropriate, qualified caregivers
- Confirm bookings and send appointment reminders
- Process payments via M-Pesa (Safaricom Daraja)
- Send care notes and visit summaries after each appointment
- Provide customer support and respond to enquiries
- Improve our services, app, and website
- Send important service updates (not marketing, unless you opt in)
- Comply with our legal and regulatory obligations in Kenya
We will never sell your personal information to third parties. We will never use your data for advertising unrelated to Harmony Home Care services.
4. Who We Share It With
We only share your information in the following limited circumstances:
- Assigned caregivers: Your name, address, care requirements, and relevant medical information — only to the caregiver handling your booking.
- Safaricom (M-Pesa): Your phone number and transaction amount for payment processing. Governed by Safaricom's own privacy policy.
- Technology providers: Our platform hosting providers (Truehost), who are bound by data processing agreements. They do not access your data for their own purposes.
- Legal requirements: If required by Kenyan law, court order, or a legitimate regulatory authority.
We do not share your data with advertisers, data brokers, or any third party for commercial purposes.
5. How Long We Keep It
- Booking and care records: 7 years (required for healthcare and financial record-keeping under Kenyan law)
- Account information: For as long as your account is active, plus 2 years after you close it
- Payment records: 7 years (financial compliance)
- Communications: 3 years
- Marketing preferences: Until you unsubscribe or request deletion
After these periods, data is securely deleted or anonymised.
6. How We Protect It
- All data is transmitted over HTTPS (TLS encryption)
- Databases are password-protected and access-controlled
- Only authorised staff and caregivers can access relevant client records
- Caregiver background checks are completed before any data access is granted
- We do not store M-Pesa PINs or full payment credentials
- We review our security practices regularly
In the event of a data breach that affects your rights or freedoms, we will notify you and the relevant Kenyan authority (Office of the Data Protection Commissioner) within 72 hours of becoming aware.
7. Your Rights
Under Kenya's Data Protection Act 2019, you have the right to:
- Access: Request a copy of personal data we hold about you
- Correction: Ask us to correct inaccurate or incomplete information
- Deletion: Request we delete your personal data (subject to legal retention requirements)
- Object: Object to us processing your data for marketing purposes
- Portability: Request your data in a structured, machine-readable format
- Withdraw consent: Where processing is based on your consent, you can withdraw it at any time
To exercise any of these rights, email us at support@harmonyhomecare.co.ke or WhatsApp +254 797 866 677. We will respond within 21 days.
8. Children's Privacy
Our services are directed at adults booking care for themselves or family members. We do not knowingly collect personal data from children under 18 for the purpose of creating user accounts.
However, we do collect information about child care recipients (e.g. newborn and maternity care) only as necessary to deliver the service requested by their parent or guardian. This information is handled with the utmost care.
9. Cookies & Website Analytics
Our website uses minimal, privacy-respecting tracking:
- Session cookies: Temporary cookies that expire when you close your browser, used to maintain your session during booking
- Analytics: We may use anonymised analytics to understand page performance. No personally identifiable information is used for analytics
- AI chatbot: The MindPal chatbot on our site may log conversation transcripts to improve responses. Do not share sensitive medical or financial information in the chatbot
You can disable cookies in your browser settings. This may affect some booking functionality.
10. M-Pesa & Payments
Payments are processed via Safaricom's Daraja API (M-Pesa STK Push). When you pay:
- We send a payment request to your registered M-Pesa number
- You enter your M-Pesa PIN directly on your device — we never see your PIN
- Safaricom confirms the transaction to us
- We record the transaction amount, reference number, and timestamp
Payment disputes should first be raised with us at support@harmonyhomecare.co.ke. Unresolved disputes may be escalated to Safaricom.
11. Changes to This Policy
We may update this Privacy Policy from time to time. When we make significant changes, we will:
- Update the "last updated" date at the top of this page
- Notify registered users via email or in-app notification
Continued use of our services after changes take effect constitutes acceptance of the updated policy.