Summary: TweakSpace collects only the data necessary to deliver our services. We do not sell your data. You can request access, correction, or deletion of your personal information at any time by emailing info@tweakspace.com.
1 Who We Are
TweakSpace Group Limited ("TweakSpace", "we", "us", or "our") is a company registered in Kenya, with offices at Revlon Professional Plaza, Biashara Street, 2nd Floor, Office 1, Nairobi.
We provide customer experience software including WhatsApp automation, intelligent ticketing, CRM, cloud call center solutions, and related professional services. This Privacy Policy describes how we collect, use, and protect personal data when you interact with our website, products, and services.
2 Information We Collect
2.1 Information you provide directly
- Contact enquiries: name, email address, phone number, company name, and message content when you submit our contact form.
- Account registration: name, email address, job title, and password when you create a TweakSpace account.
- Billing information: payment method details, billing address, and transaction records (processed securely via our payment partners).
- Support communications: messages, attachments, and information shared when you contact our support team.
2.2 Information collected automatically
- Usage data: pages visited, features used, time spent, and navigation paths within our platform.
- Device & technical data: IP address, browser type, operating system, screen resolution, and referring URL.
- Cookies and tracking technologies: as described in Section 9 below.
2.3 Information from third parties
- Data from integrated services you connect to TweakSpace (e.g., WhatsApp Business API, M-Pesa, CRM imports).
- Publicly available business information used to understand your organisation's context.
3 How We Use Your Information
We use the personal data we collect to:
- Provide, operate, and improve our products and services.
- Respond to enquiries, process demo requests, and onboard new clients.
- Send transactional communications (account alerts, invoices, service notifications).
- Send marketing communications where you have given consent or where we have a legitimate interest.
- Analyse platform usage to improve performance, reliability, and user experience.
- Comply with legal obligations and enforce our terms.
- Prevent fraud, abuse, and security threats.
We will never sell your personal data to third parties for their own marketing purposes.
4 Legal Basis for Processing
We process your personal data under the following legal bases in accordance with the Kenya Data Protection Act, 2019:
- Contract performance: processing necessary to fulfil our service agreement with you.
- Legitimate interests: analytics, security, fraud prevention, and direct marketing to existing clients.
- Consent: marketing emails, cookies, and specific data uses where we ask for your consent.
- Legal obligation: compliance with applicable Kenyan law and regulatory requirements.
5 Data Sharing & Third Parties
We may share your data with carefully selected third parties in these circumstances:
- Service providers: cloud hosting, email delivery, payment processing, and analytics tools who process data on our behalf under data processing agreements.
- Integration partners: WhatsApp Business API (Meta), M-Pesa (Safaricom), and other platforms you connect to your TweakSpace account.
- Legal requirements: where required by Kenyan law, court order, or government authority.
- Business transfers: in the event of a merger, acquisition, or sale of assets, with appropriate notice to you.
We do not share personal data with third parties for independent marketing or advertising purposes without your explicit consent.
6 Data Retention
We retain your personal data only for as long as necessary to fulfil the purposes described in this policy:
- Active accounts: data is retained throughout the duration of your subscription and for 12 months after account closure.
- Contact form submissions: retained for 24 months.
- Financial records: retained for 7 years in accordance with Kenyan tax and accounting law.
- Usage logs: retained for 90 days then automatically deleted.
You may request earlier deletion of your data at any time (see Section 7).
7 Your Rights
Under the Kenya Data Protection Act, 2019, you have the following rights:
- Access: request a copy of the personal data we hold about you.
- Rectification: request correction of inaccurate or incomplete data.
- Erasure: request deletion of your data where there is no compelling reason for continued processing.
- Restriction: request that we limit processing of your data in certain circumstances.
- Portability: receive your data in a structured, machine-readable format.
- Objection: object to processing based on legitimate interests or for direct marketing.
- Withdraw consent: where processing is based on consent, withdraw it at any time.
To exercise any of these rights, email info@tweakspace.com with the subject line "Data Rights Request". We will respond within 30 days.
8 Data Security
We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, destruction, or alteration. These include:
- TLS/SSL encryption for all data transmitted to and from our platform.
- Encrypted storage for sensitive data at rest.
- Role-based access controls limiting data access to authorised personnel only.
- Regular security audits and vulnerability assessments.
- Staff training on data protection and security practices.
In the event of a data breach that poses a risk to your rights, we will notify affected individuals and the Office of the Data Protection Commissioner within 72 hours of becoming aware of it.
9 Cookies
Our website uses cookies and similar tracking technologies. Please refer to our Cookie Policy for full details of the cookies we use, their purpose, and how to manage your preferences.
You can control cookie preferences through the banner displayed when you first visit our site, or by adjusting your browser settings at any time.
10 Children's Privacy
Our services are not directed at children under the age of 18. We do not knowingly collect personal data from children. If you believe we have inadvertently collected data from a child, please contact us immediately at info@tweakspace.com and we will promptly delete it.
11 Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make material changes, we will:
- Update the "Last updated" date at the top of this page.
- Notify active clients by email at least 14 days before changes take effect.
- Display a prominent notice on our website.
Continued use of our services after the effective date constitutes acceptance of the updated policy.
12 Contact Us
For any questions, concerns, or requests relating to this Privacy Policy or your personal data: