This Privacy Notice was last updated on 11 April 2024

QUICK MART LIMITED

PRIVACY NOTICE FOR CUSTOMERS

1. Purpose of this Privacy Notice

Dear Valued Customer,

Thank you for choosing Quickmart for your shopping needs. We value your trust and are committed to protecting your privacy.

This Privacy Notice is designed to help you understand how we collect, use, and safeguard your personal information when you interact with Quick Mart Limited ("Quickmart/We/Us”) as a customer or potential customer:

• By visiting a Quickmart store;
• By visiting or using our website https://quickmart.co.ke/("Website”);
• By using a Quickmart shopping application ("App”);
• By interacting with our content or services;
• By being a member of the Quickmart loyalty program ("Loyalty Program”); or
• By contacting our Customer Care Team.

This Privacy Notice explains:

• What personal data is processed about you;
• Why we are processing your personal data and for which purposes;
• For how long we hold your personal data;
• How to access and update your personal data;
• The options you have regarding your personal data; and
• Where to go for further information.

We believe in using your personal data to improve your shopping experience. If you have any concerns or questions, please feel free to contact our Customer Care through the details shared below.

2. Special Notice – Processing Children’s Personal Data

If you are under eighteen (18) years old, please do not send us your personal data, for example, your name, physical address, and email address. If you wish to contact Quickmart in a way which requires you to submit your personal data, please get your parent or guardian to do so on your behalf.

3. Information We Collect

When you visit our physical stores, we may collect the following personal data:

• Identity and Contact Information such as name, telephone number, email address, delivery address, or any other information you voluntarily provide within your personal preferences to staff within our stores;
• Financial Information such as payment card details and mobile payment details;
• Transaction Details such as:
  • Data regarding specific products you buy;
  • The total amount of your purchases per transaction;
  • The time and place of the purchases you make; and
  • The payment method you use.
• CCTV footage for safety purposes.

When you make phone purchases from our physical stores, we may collect the following personal data:

• Identity and Contact Information such as name, telephone number, email address, delivery address, or any other information you voluntarily provide within your personal preferences to staff within our stores;
• Financial Information such as payment card details and mobile payment details;
• Transaction Details such as:
  • Data regarding specific products you buy;
  • The total amount of your purchases per transaction;
  • The time and place of the purchases you make; and
  • The payment method you use.

When you visit our Website or App, we may collect the following personal data:

• Identity and Contact Information including name, telephone number, email address, delivery address, or any other information you voluntarily provide within your personal preferences;
• Financial Information such as payment card details and mobile money details;
• Transaction Details such as:
  • Data regarding specific products you buy;
  • The total amount of your purchases per transaction;
  • The time and place of the purchases you make; and
  • The payment method you use.
• Technical Information such as internet protocol (IP) address, device type, your login data, browser type and version, time zone setting and country, your location if you choose to share it, language, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access the Website or App;
• Profile Information such as name, email address, telephone number, delivery address, password, purchase and order history, your favourite products, wish list, brand preferences, contact with the Customer Care Team, and any other information you voluntarily provide within your personal preferences through your profile builder;
• Usage Information such as information about how you use the Website or App (such as the pages you visit and the products you look at);

If you join our Loyalty Program, we may collect additional information including:

• The number of points you have redeemed;
• The frequency and time of redemption of your points; and
• The delivery method used to provide you with your award (if any).

Other personal data we may collect include:

• Marketing and Communication Preferences including your preferences in receiving marketing and promotional notifications from us and our contracted third parties as well as your communication preferences;
• Contact History including keeping a record of what you have said to us, for example, over the phone, through a web form, by email, on social media, or otherwise;
• Social Information such as information collected if you choose to link your social media accounts with us.

4. How We Collect Information About You

You may give us your information by filling in forms in-store, or on the Website or the App, or by corresponding with us by phone, email, on social media, or otherwise. This includes information you provide when you:

• Browse our Website or use our App;
• Register for an account with us (whether in-store, on the Website, or on the App);
• Register for our Loyalty Program (whether in-store, on the Website, or on the App);
• Place an order;
• Sign up to our newsletters;
• Request marketing to be sent to you;
• Contact our Customer Care Team;
• Enter a competition, promotion, or survey; or
• Give us some feedback.

As you interact with the Website or App, we may automatically collect technical information about your equipment, browsing actions, and patterns. We collect this information by using cookies, server logs, and other similar technologies. We may also receive information about you from various third parties such as analytics providers, advertising networks, search information providers, and payment service providers. Please see our Cookie Policy for further information.

5. How We Use Your Personal Data

We use your information in the following ways:

Identity & Contact Information

• To deliver your purchases to you.
• To send you service messages by e-mail, SMS, or otherwise, such as order updates.
• To create and manage your Quickmart account.
• To provide customer care and support, and handle returns.
• For security and to check your identity.
• To provide you with marketing (where we have the right to do so – see marketing section below).
• To communicate with you.
• To enroll you in, and operationalize our Loyalty Program when you opt to join it.

Financial Information

• To receive and process payment.
• To give refunds where applicable.
• For fraud prevention and detection.

Transaction Information

• To provide products you order to you.
• To provide customer care and support.
• To handle any returns.
• To find out what you, and other customers, like.

Technical & Usage Information

• To identify you when you visit our Website or App.
• To improve our Website or App and set default options for you (such as language and currency).
• To keep our Website and App safe and secure.
• To find out what you, and other customers, like.
• To show you Quickmart adverts as you browse the web.

Profile Information

• To find out what you like based on what you have bought, searched for, or returned.
• To make suggestions and recommendations to you about goods or services that may be of interest to you.
• To manage your participation in our Loyalty Program when you opt to join it.

Marketing and Communications Information

• To send you information by email, SMS, post, or otherwise, about products and services.
• To provide you with information about promotions that may be relevant to you.
• To understand what you, and other customers, like.

Contact History

• To provide customer care and support.
• To train our staff.

Social Information

• To enable you to log in to our Website or App simply and easily without having to create a separate account.
• To let you know of promotions.
• To share updates about products and services that may be of interest to you.
• To enable you to share products and services if you choose to.

6. Why Do We Process Your Personal Data? (Legal Basis For Processing)

The personal data covered by this Privacy Notice is only processed:

• With your express consent; or
• Where it is necessary to conclude a transaction with you; or
• Where it is necessary for the purposes of the legitimate interests pursued by Quickmart, except where such interests are overridden by your interests or fundamental rights and freedoms; or
• Where it is necessary for Quickmart to comply with a legal obligation.

Where the processing is based on consent, you have the right to withdraw your consent at any time. This will not affect the validity of the processing prior to the withdrawal of consent.

In relation to any processing of sensitive personal data, we will rely on specific consent from you at the time unless there is otherwise a legal requirement for us to process such information.

7. Legitimate Interests

Where our processing is based on the legitimate interest grounds described above, those legitimate interests are:

• Collecting personal data to provide you with a smooth and efficient customer experience;
• Running our business;
• To provide the products and services you have requested;
• To optimize our product assortment for each store;
• To optimize store location and logistics;
• To prevent fraud; and
• For our own marketing, research, and product development.

8. Payment Information Handling

We may collect various types of payment information, including but not limited to:

• Credit or debit card details;
• Bank account information;
• Mobile money details; and
• Payment transaction history.

We may process the payment information for the following purposes:

• To facilitate transactions for our products and services;
• To comply with legal and regulatory requirements related to financial transactions;
• To detect and prevent fraud or unauthorized transactions; and
• To improve your shopping experience with us.

The processing of payment information is based on the necessity for the performance of a contract with you, compliance with legal obligations, and the legitimate interests pursued by us or a third party.

We may share your payment information with the following third parties:

• Payment processors and financial institutions to facilitate transactions;
• Regulatory authorities to comply with legal obligations; and
• Third-party service providers engaged in fraud prevention and detection.

We have implemented robust security measures to protect payment information, including:

• Encryption of payment details during transmission;
• Access to payment information is restricted to authorized personnel; and
• Undertaking assessments to identify and address potential vulnerabilities.

9. Consequences of Not Providing Your Personal Data

Where you choose not to provide us with personal data set out above for the purposes described above, the only consequence is that it may affect your ability to access goods and services provided by Quickmart via the App, Website, or in-store.

10. Sharing Information With Third Parties

Except as expressly set out in this Privacy Notice or under the terms and conditions of any Quickmart programs or promotions, we will not share your personal data with third parties unless we have your permission or are required by law to do so. Notwithstanding, we may share your information with the following categories of partners as an essential part of being able to provide our services to you:

• Authorized service providers such as payment service providers; or
• Professional service providers such as IT systems or software providers, business analytics providers, website hosts, marketing agencies, and advertising partners who help us run our business; or
• Authorized lawyers, accountants, external auditors, and subcontractors of Quickmart; or
• Credit reference agencies, law enforcement, and fraud prevention agencies.

Please note that this list is non-exhaustive, and there may be other examples where we need to share with other parties for legal purposes or in order to provide our goods and services effectively.

We may also share your personal data with:

• Law enforcement agencies, other governmental agencies, or third parties if we are required by law to do so; and
• Other business entities should we plan to merge with or be acquired by that business entity, or if we undergo a re-organisation with that entity.

Where relevant, we may provide third parties with aggregated but anonymised information and analytics about our customers and, before we do so, we will make sure that it does not identify you.

11. Third Party Contractors And Other Controllers

As provided above, we may appoint subcontractors for data processing activities. Such subcontractors include, without limitation, IT systems or software providers, IT support service providers, document and information storage providers, data analytics service providers, and data privacy experts.

We conduct an appropriate level of due diligence and put in place contractual documentation in relation to any sub-contractor to ensure that they process personal data appropriately and according to our legal and regulatory obligations.

These subcontractors will process personal data on our behalf and at our direction.

What is our legal basis?

Pursuant to our contract with you, it may be necessary for us to engage sub-contractors to support us in fulfillment of our contractual obligations or to deliver the best possible services to you.

It is in our legitimate interest to use personal data in such a way to ensure that we provide our services to you and other customers in the best way that we can.

12. Non-Quickmart Brands

If you give your contact details and any other personal data at one of the brand counters in our stores, you may be giving the information to that company rather than to Quickmart.

Each company has its own privacy policy which may not be the same as ours, so we advise that you check who is collecting your personal data and how they will use it before signing up to receive offers or information. Similarly, if you click through to another company’s website via a link on the Website, check you are happy with that company’s privacy policy before giving your personal data.

WE SHALL NOT BE LIABLE IN ANY WAY FOR DATA MISUSE AND DATA PRIVACY BREACHES BY THIRD PARTY ENTITIES THAT ARE NOT OUR SUBCONTRACTORS.

13. Will We Transfer Your Information Overseas?

The information that we collect from you may be transferred to, and stored at, a location outside Kenya. In certain cases, it may also be processed by service providers operating outside Kenya. Such service providers may be engaged in cloud data storage, IT services, processing of payments, data analytics, and other services.

When we transfer your information outside Kenya, we will do so responsibly and in compliance with the data protection laws.

14. Your Rights and Choices

At any time, you have the right:

• to be informed of the use to which your personal data is to be put;
• to access your personal data in our custody;
• to object to the processing of all or part of your personal data;
• to correction of false or misleading data;
• to request for deletion of false or misleading data about you;
• to withdraw consent to our processing of your information (to the extent such processing is based on previously obtained consent);
• to data portability (moving some of your information elsewhere) in certain circumstances;
• to ask us to stop or start sending you marketing messages as described below in the marketing section;
• to oppose profiling and specifically profiling for marketing purposes;
• not to be subject to a decision based solely on automated processing, including profiling, which produces legal effects concerning or significantly affecting you, unless as permitted by applicable law.

To make any of these requests, write to us at info@quickmart.co.ke.

We may ask for further information to identify you and ensure the personal data relates to the individual making the request. We will respond within the period set out in applicable law.

15. How We Protect Your Personal Data

We are committed to ensuring that your personal data is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable technical and organizational measures to safeguard and secure the information we collect. These measures include:

• Use of encryption technologies;
• Implementation of access controls;
• Use of firewall solutions and intrusion detection systems;
• Enforcing secure back-up;
• Data protection training for our staff members;
• Data minimization; and
• Undertaking security audits.

We have a data protection policy that we enforce within our organization. Our staff are trained to respect data privacy.

All the information you provide to us is stored on our secure servers.

Any payment transactions will be anonymized or encrypted.

Where we have given you (or where you have chosen) a password which enables you to access certain parts of the App or Website, we will securely store the password in encrypted format. You are also responsible for keeping the password confidential. We ask you not to share your password with anyone.

16. Marketing

We may use your information to form a view on your shopping preferences and interests. This supports us in deciding which products to stock in our stores and what promotions and offers may be relevant to you.

You will receive marketing messages from us if you have requested information from us or purchased goods or services from us or you are a member of our Loyalty Program and, in each case, you have not opted out of receiving that marketing.

By signing up and shopping on our Website or App, you expressly consent that we may observe your shopping preferences and interests and we may share relevant promotions and offers with you. You may opt out of promotional messages and offers at any time. You are also entitled to close an account you have with us.

We may also market to you if we have received your express consent to do so, including where we have collected your details in connection with the Loyalty Program or in connection with a competition or other promotion in which you agreed to receive marketing communication from us.

How to Opt-Out

You can stop receiving marketing messages from us at any time by:

• Sending ‘STOP’ to *456*9*5# to opt out of our SMS promotional messages; or
• Unsubscribing on the Website or the App; or
• Clicking on the ‘unsubscribe’ link within an email; or
• Contacting our Customer Care Team.

Once you do this, we will ensure that you do not receive further marketing messages.

Stopping marketing messages will not stop service communications.

Online Advertisements

We may engage in online advertising to help you see and find our products.

We may target Quickmart banners and advertisements to you when you are on other websites and apps. We may do this using a variety of digital marketing networks and ad exchanges, and we use a range of advertising technologies like web beacons, pixels, ad tags, cookies, and mobile identifiers, as well as specific services offered by some websites and social networks.

The banners and ads you see will be based on information we hold about you, or your previous use of the Website or the App (for example, your Website search history, App usage, and the content you read on the Website or App) or on Website or App banners or ads you have previously clicked on.

17. Building a Picture of You

We look at your personal details, like what items you view or buy, how you browse our Website, how you use our App, and how you engage with Quickmart. We do this to evaluate the effectiveness of our advertisements and to provide you with better offers, tips, and information across various platforms, including online advertisements and social media sites such as Facebook and Instagram.

We also conduct responsible data analytics on customer information to understand our users, how they use our services, and how they interact with us. This helps us make business decisions, such as determining stock assortment, re-order levels, and staff requirements.

Our goal is to provide you with a seamless experience online, similar to what you would have in our physical stores, enhance our advertisements, and track our business performance. We do not conduct this analysis in a way that identifies individual customers. This process is separate from the direct marketing or special offers we send based on your use of Quickmart services.

You have the right to object to the way we use your data if you believe that our legitimate interest in processing it is outweighed by your right to privacy. However, since this type of analysis is crucial for Quickmart’s efficient operations and is carried out in a way that does not identify individuals, we believe it does not impact your privacy.

18. Information We Get From External Companies

From time to time, we may supplement the information we hold about you with data from other commercially available sources that collate and update data. This helps us keep our records up to date and learn more about our customers so we can continue to improve our products and services for them. We only work with organizations that obtain their data legally from publicly available or consent-based sources.

Occasionally, for marketing purposes, we may obtain lists of potential customers from external companies. We will only deal with reputable companies that take privacy and data protection as seriously as we do and have obtained consent to share this data with us. We will always let you choose not to receive further marketing material from us.

19. How Long Will We Keep Your Information?

Personal data processed by Quickmart in line with this Privacy Notice will be deleted or rendered anonymous (such that it will no longer be possible to identify you):

• Seven (7) years since your last engagement with us or our services.
• Without undue delay, upon you requesting that your Quickmart account profile is deleted.
• After seven (7) years for all subscribed services from our last interaction with you (that is, where you have not used our subscription services for seven (7) years).

In relation to financial transactions (including those made through our Website or App), your personal data will be held for seven (7) years from the date of the transaction.

Notwithstanding, information may be held for:

• A longer period of time where there is a legal or regulatory reason to do so (in which case it will be deleted once no longer required for the legal or regulatory purpose).
• A shorter period where the individual expressly objects to the processing of their personal data.
• A shorter period where we deem it necessary.

20. Cookie Policy

Our Website may use cookies, and similar technologies such as pixels and beacons, to collect information. This may include information about browsing and purchasing behaviour by people who access our websites. It also includes information about pages viewed, products purchased, the customer journey around our Website, and whether marketing communications are opened.

The Website may use cookies to collect information. These cookies help us to improve our Website and deliver a better and more personalised service. They enable us to:

• Estimate our audience size and usage pattern.
• Store information about your preferences and allow us to customise our Website according to your individual interests.
• Speed up your searches.
• Recognise you when you return to our Website.

We may receive informed consent from visitors of our Website regarding the use of cookies by way of a pop-up message that appears across the bottom of the browser window.

Third-Party Cookies

Third-party cookies are cookies that are set by domains other than ours. They allow third-party services to collect data about your browsing behaviour across different websites. We may partner with third-party entities to display relevant advertisements based on your interests. These cookies may track your browsing activities across various websites to deliver targeted advertisements that align with your preferences.

You acknowledge that the third-party services we may engage may collect and process your personal information in accordance with their respective privacy policies.

You may refuse to accept cookies by activating the relevant setting in your browser. You can configure your browser to block or delete cookies, and you may also have the option to opt out of certain tracking mechanisms. However, please note that by deleting our cookies or disabling future cookies, you may not be able to access certain areas or features of our Website.

Please see our Cookie Policy to find out more about the cookies we may use and how to manage and delete cookies.

21. Changes to this Privacy Notice

We may make changes to this Privacy Notice from time to time. We will update this Privacy Notice to reflect any changes to our use of personal data. We may also make changes as required to comply with updates in applicable law or regulatory requirements.

Any changes we make to our Privacy Notice in the future will be posted on the Website, the App, or will be communicated via SMS or email. Please check back frequently to see any updates or changes to our Privacy Notice.

22. How To Contact Us

Questions, comments, and requests regarding this Privacy Notice should, unless otherwise provided, be addressed to info@quickmart.co.ke.

If you have any concerns about our use of your personal data, you also have the right to make a complaint to the Office of the Data Protection Commissioner in Kenya.

We value your privacy and are committed to protecting your personal data.