At Urban Mall, protecting your privacy is our highest priority. This policy outlines how we handle personal data, merchant records, and secure transactions on our platform.
Last updated: June 16, 2026
1. Overview
Urban Mall ("we", "our", or "us") operates a multi-tenant e-commerce platform linking independent sellers with local buyers. This Privacy Policy describes how we collect, store, share, and protect your personal information when you use our main marketplace website, merchant administration tools, and individual shop subdomains.
2. Information We Collect
Depending on whether you are a shopper, merchant, or casual visitor, we collect different types of details:
For Customers & Shoppers
Contact details (name, email, phone number).
Delivery addresses and special delivery instructions.
Order details, purchase history, and variant selections.
Device info, IP address, and cookie identifiers.
For Store Merchants
Account logins (email, full name, secure password hashes).
Shop profile information, business hours, and addresses.
Product descriptions, pricing, inventory stats, and imagery.
Payout details (M-Pesa numbers, bank accounts).
3. How We Use Your Data
We process your personal information strictly to fulfill our services and protect our ecosystem:
Processing Transactions: To allow merchants to fulfill customer orders, verify payment status, and organize shipping deliveries.
Authentication: To verify merchant logins, register tenants, and send secure one-time passcodes (OTP).
Platform Maintenance: To optimize page rendering, run directory searches, prevent rate limiting, and debug server logs.
Customer Escalations: To mediate refund issues, return requests, and support tickets submitted to our escalation lines.
4. Payment Security (M-Pesa, Cards)
Urban Mall handles payments securely to prevent financial fraud. We do not store sensitive payment credentials directly:
M-Pesa STK Push Security
When you choose M-Pesa payment, we trigger a secure STK Push request directly to your Safaricom mobile phone. You enter your PIN only on Safaricom's native secure prompt. Urban Mall does not view, capture, or store your M-Pesa PIN under any circumstances.
5. Data Sharing & Third Parties
We share relevant details with third parties solely for operations:
Merchants: We share the customer's name, phone, and delivery address with the specific merchant processing the purchase.
Delivery Partners: Courier and logistics services receive delivery addresses and customer phone numbers to execute shipping.
Platform Analytics: Anonymous usage stats may be collected by tools like Microsoft Clarity and Google Analytics to improve UI design, traffic measurement, and page performance.
6. Your Privacy Rights
Under Kenya's Data Protection Act 2019, you have the right to request access to, correction of, or deletion of your personal data stored on our servers. To execute your rights, or if you have any questions regarding data usage, contact us directly at [email protected].