Privacy Policy

1. What we collect

When you use Nara, we collect the following information to process and deliver your orders:

• Name — to identify you and personalise your experience
• Phone number — for WhatsApp communication and M-Pesa payments
• M-Pesa number — when you choose an M-Pesa payment method
• Delivery address — to deliver your order to the correct location
• Delivery window and notes — to help us plan delivery and follow your instructions
• Order history — items ordered, amounts paid, and delivery details
• Checkout preference — whether you complete details on the website or in WhatsApp
• Parcel request details — parcel direction, landmark, location directions, parcel description, size, and handling notes when you request parcel help
• Payment information — M-Pesa transaction references (we do not store your M-Pesa PIN)

2. How we use your information

We use your information to:

• Process and deliver your orders
• Coordinate parcel pickup and delivery requests
• Communicate order updates via WhatsApp
• Process payments through M-Pesa
• Improve our service and product offerings
• Handle refunds and resolve issues
• Remember delivery and payment details needed to complete an order

3. Payment processing

M-Pesa payments are processed through IntaSend, a licensed payment service provider in Kenya. IntaSend handles the payment transaction securely. We do not have access to your M-Pesa PIN or full account details. IntaSend's own privacy policy governs how they handle payment data.

4. How we store your data

Your information is stored securely on encrypted servers. We retain your data for as long as necessary to provide our services and comply with legal obligations. We take reasonable measures to protect your information from unauthorised access, loss, or misuse.

5. Your shopping cart

When you add items to your cart on this website, we keep them in your browser's local storage so they survive reloads and revisits. That data lives only on your device and is not sent to us until you choose to check out.

When you tap Send order on WhatsApp, we briefly store the contents of your cart on our servers under a short, randomly-generated token. If you chose to fill details on the website, that draft can also include your name, contact phone number, address, delivery window, delivery notes, payment method, and M-Pesa number. If you choose WhatsApp checkout instead, the cart token is sent without those checkout details and the bot collects them in chat.

We delete server-side cart drafts automatically after 24 hours, whether you complete the order or not. This storage is used to provide the checkout flow you requested. If we add analytics or any non-essential tracking in the future, that will be gated behind separate consent.

6. Parcel requests

When you submit a parcel request, we store the details needed to coordinate pickup from or delivery to Kijabe Line Sacco. This includes your name, phone number, landmark, directions, parcel description, preferred window, and payment preference. We use this information to review the request, confirm the fee, assign delivery personnel, and communicate with you on WhatsApp.

7. Who we share with

We do not sell your personal information. We only share your data with:

• IntaSend — to process M-Pesa payments
• WhatsApp / Meta — to facilitate order communication (governed by WhatsApp's terms)
• Payment providers — to initiate, confirm, or reconcile M-Pesa payments
• Delivery personnel — your name, phone number, delivery address, parcel request location, and handling notes needed to complete delivery

8. Your rights

You have the right to:

• Request a copy of the personal data we hold about you
• Request correction of inaccurate information
• Request deletion of your data (subject to legal retention requirements)
• Withdraw consent for marketing communications

To exercise any of these rights, contact us on WhatsApp or email.

9. Cookies and tracking

This website does not use cookies or tracking technologies. We do not collect analytics data from your visit to this site.

10. Changes to this policy

We may update this policy from time to time. Changes will be posted on this page with an updated date. Continued use of our service after changes constitutes acceptance of the updated policy.

11. Contact

If you have questions about this privacy policy or how we handle your data, reach out to us on WhatsApp or email [email protected].