Contents
Relay is a last-mile delivery platform operating in Kenya. We are committed to protecting the privacy of our customers, riders and partners. This policy explains what data we collect, why we collect it, and how we protect it.
1Who we are
Relay is a technology platform that connects customers who have parcels arriving at Kenyan bus terminals with independent delivery riders who deliver those parcels to the customer's door.
Relay is operated by Fastech Solutions, registered in Kenya. Our platform is accessible via the Relay customer app, the Relay rider app, and our website at relay.co.ke.
For privacy matters, contact us at: privacy@relay.co.ke
2Information we collect
Information you provide
| Data | Who | Why |
|---|---|---|
| Full name | Customers, Riders | Account creation and identity verification |
| Phone number | Customers, Riders | Login, delivery communication, M-Pesa payments |
| Email address | Customers, Riders | Account communication and receipts |
| National ID number | Customers, Riders | Parcel lookup and rider identity verification |
| Delivery address | Customers | To route parcels to the correct destination |
| Profile photo | Riders | Rider identity and customer trust |
| Vehicle details | Riders | Rider onboarding and safety compliance |
| Driving licence | Riders | Rider verification and compliance |
Information collected automatically
- GPS location (riders: continuously while online; customers: at delivery address setup)
- Device type, operating system and app version
- Push notification tokens
- App usage data and crash reports
- Delivery photos (pickup photo and proof of delivery photo)
Information from third parties
- Payment confirmation data from Safaricom M-Pesa
- Parcel and sender details from bus terminal operators
3How we use your information
- To create and manage your Relay account
- To match customers with available riders for deliveries
- To process M-Pesa payments and send payment confirmations
- To send delivery status updates via push notifications and SMS
- To verify rider identity and approve rider applications
- To resolve disputes, investigate complaints and prevent fraud
- To calculate and credit rider earnings to their wallet
- To improve our platform and fix technical issues
- To comply with Kenyan law and regulatory requirements
We do not use your personal data for advertising or sell it to third parties for marketing purposes.
4Who we share data with
| Party | What is shared | Why |
|---|---|---|
| Assigned rider | Customer name, phone, delivery address | To complete the delivery |
| Customer | Rider name, phone, vehicle details, location | Live tracking and communication |
| Safaricom (M-Pesa) | Phone number, payment amount | Payment processing |
| Amazon Web Services | Delivery photos | Secure photo storage |
| Google Maps | Delivery address coordinates | Route calculation and navigation |
| Expo / Firebase | Device push token | Push notification delivery |
| Kenyan authorities | As required by law | Legal compliance |
We do not sell personal data to any third party. All service providers are contractually required to protect your data.
5Location data
Rider location
When a rider is online, we collect their GPS location every 15 seconds to match nearby riders to delivery requests, provide live tracking to customers, and verify delivery completion location. Location tracking stops when the rider goes offline.
Customer location
We collect the customer's delivery address coordinates once, at the time of booking, to calculate the delivery fee and route the rider. We do not track customer location continuously.
6Payment data
Relay processes payments via Safaricom M-Pesa. We store M-Pesa receipt numbers, payment amounts and timestamps, and rider earnings records. We do not store M-Pesa PINs, bank account numbers or card details. All payment processing is handled directly by Safaricom.
7Data retention
- Account data: retained while your account is active and for 12 months after deletion
- Delivery records: retained for 7 years for financial compliance
- Delivery photos: retained for 90 days then automatically deleted
- Location history: retained for 30 days then automatically deleted
You may request deletion of your account at any time by contacting privacy@relay.co.ke.
8Security
- All data is encrypted in transit using HTTPS/TLS
- Passwords are hashed and never stored in plain text
- Delivery PINs are one-time codes generated per delivery
- Photos are stored in private, access-controlled Amazon S3 storage
- Servers are hosted on Amazon Web Services, Africa (Cape Town) region
- Database access is restricted to authorised personnel only
9Your rights
Under the Kenya Data Protection Act 2019, you have the right to:
- Access — request a copy of the personal data we hold about you
- Correction — request correction of inaccurate personal data
- Deletion — request deletion of your personal data and account
- Objection — object to processing of your personal data
- Portability — request your data in a machine-readable format
To exercise any of these rights, email privacy@relay.co.ke. We will respond within 30 days.
10Children
Relay is not intended for use by persons under the age of 18. We do not knowingly collect personal data from children. Contact privacy@relay.co.ke if you believe a child has provided us data and we will delete it promptly.
11Changes to this policy
We may update this Privacy Policy from time to time. When we make material changes, we will notify you via the app and update the date at the top of this page. Continued use of Relay after changes constitutes acceptance of the updated policy.
12Contact us
- Privacy: privacy@relay.co.ke
- Support: support@relay.co.ke
- Phone: +254 716 016 706
Questions about your data?
We are committed to transparency. Reach out any time.
privacy@relay.co.ke