Privacy Policy

1. Who This Policy Applies To

This Privacy Policy applies to all individuals who visit, register on, or make purchases from Luxe Households, whether via our website or any associated mobile interface. By using Luxe Households, you consent to the data practices described in this policy.

2. Information We Collect

We collect only the information necessary to provide you with a seamless shopping experience. Below is a detailed breakdown:

2a. Information You Provide Directly

• Account registration: Your first name, last name, email address, and password (stored as a secure hash — we never store plain-text passwords).
• Profile information: Phone number, county, sub-county, area/estate, and apartment/house address, which you may optionally add to your profile.
• Delivery location: If you choose to set a GPS delivery pin on your profile or at checkout, we store the latitude and longitude coordinates to assist with accurate delivery and fee estimation.
• Order information: Your name, email, phone number, delivery address, and order note at the time of placing an order. This is snapshotted so that your order record is preserved even if you later update your profile.
• Payment information: We collect only the payment method you select (M-Pesa, Stripe, PayPal, or Cash on Delivery). We do not store, see, or have access to your credit card number, CVV, expiry date, or M-Pesa PIN. These are handled entirely by your chosen payment provider.
• Product reviews: Your written review, star rating, and review title, associated with your account name.
• Contact form submissions: Your name, email, subject, and message when you contact us via our contact form.

2b. Information Collected Automatically

• Session data: We use Django sessions to maintain your shopping cart and compare list, even if you are not logged in. This is stored server-side and linked to a session cookie in your browser.
• Product views: We count the number of times a product is viewed to improve our product recommendations. This is not linked to your identity unless you are logged in.
• Google OAuth data: If you sign in using Google, we receive your name and email address from Google as permitted by your Google account settings.

2c. Information We Do NOT Collect

• We do not collect or store credit/debit card numbers, CVV codes, or card expiry dates.
• We do not collect your M-Pesa PIN or mobile money credentials.
• We do not collect your biometric data.
• We do not sell, rent, or trade your personal information to any third party for marketing purposes.
• We do not use your data for advertising profiling or targeted advertising networks.

3. How We Use Your Information

We use the information we collect strictly for the following purposes:

• Order fulfilment: To process, confirm, and deliver your orders, and to communicate order status updates via email or WhatsApp.
• Account management: To create and maintain your account, authenticate your identity, and allow you to manage your profile, orders, and wishlist.
• Delivery coordination: To use your delivery address and GPS coordinates (if provided) to dispatch orders accurately and calculate delivery fees.
• Customer support: To respond to your enquiries, resolve disputes, and process returns or refunds.
• Platform improvement: To understand which products are popular, identify technical issues, and improve the overall shopping experience.
• Legal compliance: To comply with applicable Kenyan laws, respond to lawful requests from authorities, and enforce our Terms and Conditions.
• Security: To detect, prevent, and respond to fraud, abuse, or unauthorised access to our platform.

4. How We Store and Protect Your Data

• All data is stored on secure cloud infrastructure. Our media files (product images, profile photos) are stored on Amazon Web Services (AWS) S3 in the EU North region, with private access controls and signed URLs that expire within 24 hours.
• Passwords are stored using Django’s PBKDF2 hashing algorithm with a SHA-256 hash — they are never stored in plain text and are never readable by our team.
• All data transmissions between your browser and our server are encrypted using HTTPS/TLS.
• Access to personal data is restricted to authorised Luxe Households personnel only, strictly on a need-to-know basis.
• We take reasonable technical and organisational measures to protect your data against accidental or unlawful destruction, loss, alteration, or unauthorised disclosure.
• In the unlikely event of a data breach that affects your personal information, we will notify you and relevant authorities as required by law within the appropriate timeframe.
• While we take extensive security measures, no system is completely impenetrable. If the platform were to be compromised despite these measures, your data would not be intentionally shared. We would inform affected users promptly.

5. Sharing Your Information

We do not sell or share your personal data with third parties for commercial purposes. We share data only in the following limited and necessary circumstances:

• Payment processors: When you pay via Stripe or PayPal, your payment is processed directly on their secure platforms. We share only the transaction amount and order reference — never your card details. For M-Pesa, payment is processed via Safaricom’s gateway.
• Delivery partners: Your name, phone number, and delivery address may be shared with our delivery personnel solely for the purpose of fulfilling your order.
• Google (OAuth): If you sign in with Google, your authentication is managed by Google. We receive only your name and email.
• Google Analytics: We use Google Analytics to understand how visitors use our site so we can improve it. It collects usage data such as pages viewed, approximate location, device and browser type, and referring source, in aggregated form. We do not use it to identify you personally or for advertising. This is governed by Google’s Privacy Policy, and you can opt out with the Google Analytics Opt-out Browser Add-on.
• Legal requirements: We may disclose your information if required to do so by law, court order, or a legitimate request from a government authority.
• Business continuity: In the event of a merger, acquisition, or sale of assets, your data may be transferred as part of that transaction. You will be notified of any such change.

6. Your Rights

You have the following rights with respect to your personal data:

• Right of access: You may request a copy of the personal data we hold about you at any time.
• Right to rectification: You can update your account information at any time via your profile page. You may also contact us to correct inaccurate data.
• Right to erasure: You may request deletion of your account and associated personal data. We will process such requests within 30 days, except where retention is required by law.
• Right to restrict processing: You may request that we limit the use of your data in certain circumstances.
• Right to data portability: You may request your data in a commonly used machine-readable format.
• Right to withdraw consent: Where processing is based on consent (e.g. location pin, newsletter), you may withdraw consent at any time by updating your profile or contacting us.

To exercise any of these rights, contact us at support@luxehouseholds.com.

7. Data Retention

• We retain your account data for as long as your account is active.
• Order records are retained for a minimum of 7 years for legal and accounting purposes, even if your account is deleted.
• Contact form messages are retained for up to 2 years for customer service continuity.
• Session data and compare lists are temporary and expire with your browser session or after a set period of inactivity.
• Upon account deletion, your personally identifiable information is removed from our active systems. Anonymised aggregate data may be retained for analytics.

8. Children’s Privacy

Luxe Households is not intended for use by individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that a child has provided us with personal data, we will take steps to delete that information promptly.

9. Links to Third-Party Services

Luxe Households integrates with or links to third-party services including Stripe, PayPal, Safaricom M-Pesa, Google, WhatsApp, and OpenStreetMap. Each of these services has its own privacy policy. We encourage you to review their policies as we are not responsible for their data practices.

10. Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be reflected on this page with a revised “Last updated” date. We encourage you to check this page periodically. Continued use of Luxe Households after changes constitutes your acceptance of the updated policy.

11. Contact Us

For any privacy-related questions, requests, or concerns, please reach out to us: