Privacy Policy

6. Payment Data Privacy and Money Collection

6.1 Payment Methods and Processing

TUKONNECT accepts multiple payment methods including M-Pesa (the primary payment method in Kenya), credit cards, and other digital payment platforms. When you make a payment through our Platform, we collect and process your payment information. We do not directly store sensitive payment card information on our servers; instead, we use secure, PCI-DSS compliant payment processors.

6.2 M-Pesa Payment Processing

M-Pesa payments are processed through our integration with Safaricom M-Pesa APIs. When you choose M-Pesa as your payment method:

• We collect your M-Pesa registered phone number and account details
• We transmit payment requests securely to Safaricom's servers
• M-Pesa account holders must authenticate the transaction through their device
• Upon successful authentication, funds are transferred to our merchant account
• Transaction records are maintained for accounting and audit purposes
• We retain transaction IDs, amounts, timestamps, and verification status for your records and dispute resolution

Your M-Pesa account details and PIN are not stored on our Platform. Only the transaction reference number and account identifier are retained. We comply with Safaricom's data handling requirements and security protocols.

6.3 Financial Information and Revenue Sharing

For event organizers and BnB hosts, we collect and maintain detailed financial information including:

• Banking account details for revenue payouts
• Tax identification numbers and business registration documents
• Revenue breakdowns and commission calculations
• Payment history and settlement records
• Financial reports and earnings statements

This financial data is maintained in secure, encrypted systems with restricted access. Only authorized personnel with a legitimate business need have access to sensitive financial information.

6.4 Commission and Fee Structure

TUKONNECT retains a service commission from all transactions processed through the Platform to cover platform operations, payment processing fees, fraud prevention, customer support, and platform development. The commission structure varies based on transaction type and is disclosed at the time of purchase. We do not share your payment information with third parties except as necessary to process your payment or comply with legal requirements.

7. Refund and Chargeback Policy

7.1 Ticket Refund Policy

Refund eligibility for tickets depends on event-specific refund policies set by event organizers. Generally:

• If an event is cancelled, all ticket purchasers are entitled to a full refund of ticket costs minus any non-refundable payment processing fees
• If a purchaser cancels before the event organizer's specified cancellation deadline, they may be eligible for a full or partial refund according to the event's stated policy
• Refunds requested after the stated cancellation deadline are at the sole discretion of the event organizer
• No refunds are issued for tickets used or presented at events, regardless of event experience

7.2 Accommodation (BnB) Refund Policy

BnB refund policies are determined by individual hosts and are clearly displayed at the time of booking. Possible refund policies include:

• Flexible Refunds: Full refunds if cancelled at least 7 days before check-in
• Moderate Refunds: Full refunds if cancelled at least 14 days before check-in, 50% refund for cancellations 7-14 days before check-in
• Strict Refunds: Refund available only if cancelled at least 30 days before check-in
• Non-Refundable: No refunds available after booking is confirmed

7.3 Refund Processing

Upon approval of a refund request, we will process the refund within 5-7 business days back to the original payment method. For M-Pesa payments, funds are returned to the registered M-Pesa account. For card payments, refunds are credited back to the original card. Refund amounts are subject to reversal of platform commissions and applicable payment processing fees.

7.4 Chargeback and Dispute Resolution

We take chargebacks seriously. If you dispute a transaction or request a chargeback through your payment provider, we will:

• Investigate the dispute thoroughly
• Provide evidence of the transaction and service delivery to your payment provider
• If a chargeback is filed fraudulently or without first attempting to resolve with us, we reserve the right to suspend your account and pursue legal action
• Process legitimate chargebacks according to payment processor guidelines

We encourage users to contact our support team to resolve payment disputes before requesting chargebacks. Fraudulent chargebacks will result in account suspension and may be reported to law enforcement.

8. Funds Protection and Escrow Services

8.1 Escrow for Booking Transactions

For BnB bookings and certain event transactions, TUKONNECT maintains escrow accounts where funds are held temporarily to protect both parties:

• When a guest books a BnB or service, payment is received by TUKONNECT and held in escrow
• Funds are released to the host after check-in or upon confirmation that services have been rendered
• If disputes arise, funds remain in escrow until the dispute is resolved
• If a cancellation is processed, funds are returned from escrow to the guest or held pending dispute resolution

8.2 Interest on Escrow Accounts

Escrow balances do not earn interest. Any interest earned on escrow accounts is retained by TUKONNECT to support platform operations and fraud prevention measures.

8.3 Security of Financial Data

We employ industry-leading security measures to protect all financial data, including:

• 256-bit AES encryption for data in transit and at rest
• PCI-DSS Level 1 compliance for payment card information handling
• SSL/TLS protocols for secure data transmission
• Multi-factor authentication for account access
• Regular security audits and penetration testing
• Segregation of sensitive financial systems from other infrastructure

8.4 Dormant Accounts and Unclaimed Funds

If your account becomes inactive for more than 24 months and contains unclaimed refunds or balances, we may, after providing 30 days' written notice, donate such funds to registered charities or return them to payment sources according to applicable law. We maintain records of all such transfers.

9. Organizer Protection

9.1 Organizer Data and Event Information

Event organizers provide TUKONNECT with detailed event information including event name, description, date, time, venue, ticket types, pricing, refund policies, and organizational details. We collect:

• Organizer profile information (name, email, phone, business details)
• Event details and configuration
• Financial and banking information for revenue settlements
• Insurance and liability documentation
• Marketing materials and promotional content

9.2 Ticket Integrity and Anti-Fraud Protection

We protect organizers by implementing cryptographic ticket security measures:

• Each ticket is assigned a unique, dynamically generated barcode that binds the ticket to the original purchaser
• Tickets cannot be transferred or resold through third parties; they remain associated with the purchaser's verified session
• Organizers receive verification tools to scan and validate tickets at event entry
• We maintain real-time ticket verification systems to detect duplicate or fraudulent ticket presentations
• In case of ticket fraud, organizers are notified immediately and can block fraudulent tickets

9.3 Attendee Data Provided to Organizers

To enable event management and verification, we provide organizers with access to limited attendee information including names, email addresses, phone numbers, ticket purchase dates, and ticket verification status. Organizers are contractually obligated to:

• Use attendee data solely for event management and communication purposes
• Maintain attendee data confidentiality
• Not sell, share, or misuse attendee data for purposes unrelated to the event
• Delete attendee data within 90 days after the event concludes (unless legally required to retain)
• Comply with all applicable data protection laws when handling attendee information

9.4 Revenue Guarantee and Late Payment Penalties

We guarantee that organizers will receive their revenue share within 7 business days of event completion, minus our service commission and any applicable payment processing fees. Late payments incur interest charges of 1% per month. Organizers can contact our support team if they do not receive payment on time.

9.5 Dispute Resolution for Organizers

If disputes arise between organizers and attendees, TUKONNECT will:

• Investigate the dispute fairly and impartially
• Request documentation from both parties
• Make a determination within 10 business days
• Communicate the decision to both parties with reasoning
• If a refund is warranted, process it within 5-7 business days
• Maintain detailed dispute records for 7 years for regulatory compliance

9.6 Content and Liability Protection

Organizers retain ownership of all event content and materials they create. However, they grant TUKONNECT a limited license to display, promote, and market their events on the Platform. Organizers are responsible for ensuring their event information does not infringe on third-party intellectual property rights and that they have obtained all necessary permissions and licenses.

10. TUKONNECT Experiences Protection

10.1 Platform Integrity and User Protection

TUKONNECT implements comprehensive measures to protect the integrity of the platform and the experiences of all users:

• Verifying user accounts through multi-step processes including email verification and phone verification
• Implementing CAPTCHA and bot detection to prevent automated abuse
• Monitoring for suspicious patterns (e.g., bulk ticket purchases, unusual voting patterns)
• Maintaining user reputation systems and community standards
• Providing tools for users to report inappropriate behavior or content

10.2 Event Experience Quality Standards

We establish and enforce quality standards for events on our Platform:

• Events must provide accurate descriptions that match the actual event experience
• Organizers must disclose any relevant health, safety, or other material information
• Events cannot violate local laws, regulations, or community standards
• Organizers must maintain event schedules and cannot cancel events without notification and refunds to attendees
• We reserve the right to remove events that violate our policies or pose safety risks

10.3 Awards and Voting Integrity

To maintain the integrity of our awards and voting systems:

• Each user can vote only once per award or contestant per event
• We implement systems to detect and prevent vote manipulation, vote stuffing, or coordinated voting fraud
• Voting is conducted transparently with public vote counts and verification mechanisms
• Winners are determined by cumulative verified votes cast through our Platform
• We publish vote tallies and results publicly to ensure transparency and fairness
• Any detected voting fraud results in vote invalidation, user suspension, and potential legal action

10.4 BnB Listing Authenticity

To ensure BnB listing authenticity:

• Hosts must verify their identity through government-issued ID
• Listings must include accurate photographs and accurate descriptions of amenities
• All pricing, availability, and booking terms must be clearly disclosed
• We verify booking confirmations and guest check-ins to prevent fraudulent listings
• We maintain guest review systems with verified booking history requirements
• Hosts with repeated complaints or low ratings may face account suspension

10.5 Safety and Security Measures

TUKONNECT prioritizes user safety through multiple measures:

• Providing clear community guidelines and codes of conduct
• Enabling user-to-user communication only through our secure messaging system
• Allowing users to block or report other users
• Maintaining 24/7 customer support for safety emergencies
• Cooperating with law enforcement in cases of criminal activity
• Requiring all users to agree to safety acknowledgments and liability waivers where applicable

10.6 Misinformation and Community Standards

TUKONNECT does not tolerate content that violates our community standards, including hateful speech, discrimination, misinformation, illegal activity promotion, or harassment. We monitor user-generated content and remove violations. Repeat violations result in warnings, content removal, account suspension, or permanent bans.

11. Your Privacy Rights and Controls

11.1 Access and Portability

You have the right to request access to all personal information we hold about you in a structured, commonly used, and machine-readable format. To exercise this right, contact us at privacy@tukonnect.com with the subject line "Data Access Request."

11.2 Correction and Update

You can update or correct your personal information by logging into your account and editing your profile. For information you cannot directly update, contact our support team and we will make corrections within 10 business days.

11.3 Deletion and Right to Be Forgotten

You have the right to request deletion of your personal information, subject to legal and contractual obligations. We will delete your account and associated information within 30 days of your request, except for information we are legally required to retain. Some information may be retained in anonymized or aggregated form.

11.4 Marketing Communications

You can opt out of promotional emails and marketing communications at any time by clicking the "unsubscribe" link in our emails or adjusting your notification preferences in your account settings. Note that you will continue to receive transactional emails regarding your account and bookings.

11.5 Cookie Preferences

You can control cookie settings through your browser settings. Most browsers allow you to refuse cookies or alert you when cookies are sent. However, disabling cookies may limit your ability to use certain features of the Platform.

11.6 Location Services

You can disable location services at any time through your device settings. This may limit the availability of location-based features on the Platform.

11.7 Do Not Track

Some browsers include Do Not Track (DNT) features. Our Platform does not currently respond to DNT signals, but you can control your privacy preferences through the mechanisms described above.

12. Data Retention

We retain personal information for as long as necessary to provide our services and fulfill the purposes outlined in this Privacy Policy. Specific retention periods include:

• Account Information: Retained for the duration of your account and for 3 years after account termination or closure
• Transaction and Payment Records: Retained for 7 years for tax and regulatory compliance purposes
• Customer Support Records: Retained for 3 years from the date of the last interaction
• Dispute and Chargeback Records: Retained for 7 years from the date of resolution
• Marketing Communications: Retained until you unsubscribe or request deletion
• Cookies and Tracking Data: Session cookies are deleted when your browser closes; persistent cookies are retained for up to 2 years
• Biometric Data: Retained only during the session in which authentication occurs; not stored long-term

Information that is no longer necessary for service provision or retention is securely deleted or permanently anonymized. We cannot restore deleted information except from backups maintained for system redundancy, which are retained for 90 days before deletion.

13. Data Security

13.1 Security Infrastructure

TUKONNECT implements comprehensive security measures to protect your information:

• 256-bit AES encryption for data at rest on our servers
• TLS 1.3 encryption for all data in transit
• Firewalls and intrusion detection systems
• Multi-factor authentication for administrative access
• Regular security audits and vulnerability assessments
• Penetration testing conducted by external security firms
• Secure coding practices and code reviews
• Data isolation and role-based access controls

13.2 Employee Access Controls

Only authorized employees with a legitimate business need have access to personal information. All employees are required to:

• Sign confidentiality and data protection agreements
• Undergo annual data protection and privacy training
• Use secure authentication methods to access systems
• Comply with data handling procedures
• Report security incidents immediately

13.3 Security Incident Response

In the event of a security incident or data breach, we will:

• Investigate the incident and determine the scope of exposure
• Notify affected users without undue delay, typically within 72 hours
• Provide guidance on steps users should take to protect themselves
• Notify regulatory authorities as required by law
• Document the incident and implement preventive measures

14. International Data Transfers

TUKONNECT operates primarily in Kenya and stores data on servers located in Kenya and East Africa. If you access the Platform from outside these regions, your information may be transferred across international borders. By using the Platform, you consent to such transfers. We implement appropriate safeguards for international transfers including standard contractual clauses, adequacy decisions where applicable, and your explicit consent.

15. Third-Party Links and Services

The Platform may contain links to third-party websites and services, including social media platforms, payment processors, and other external sites. This Privacy Policy applies only to the TUKONNECT Platform. We are not responsible for the privacy practices of third-party sites. We encourage you to review the privacy policies of any third-party services before providing your information.

16. Children's Privacy

The Platform is not intended for children under the age of 13. We do not knowingly collect personal information from children under 13. If we become aware that a child under 13 has provided us with personal information, we will delete such information and terminate the child's account. If you have concerns about a child's information on the Platform, please contact us immediately.

17. Contact Us and Privacy Inquiries

If you have questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us:

Email: privacy@tukonnect.com

Mailing Address:

TUKONNECT
Data Protection Officer
Nairobi, Kenya

We will respond to all privacy inquiries within 30 days. If you are not satisfied with our response, you have the right to lodge a complaint with the relevant data protection authority in your jurisdiction.

18. Policy Updates and Modifications

We reserve the right to modify this Privacy Policy at any time. Changes take effect immediately upon posting to the Platform. Significant changes will be communicated via email or through a prominent notice on the Platform. Your continued use of the Platform constitutes acceptance of any modified Privacy Policy. We encourage you to review this policy periodically to stay informed about how we protect your information.

Last Updated: July 3, 2026