Cowa Market Hub

Privacy Policy

COWA MARKET HUB — PRIVACY POLICY

Website: https://cowa.co.ke
Contact email: admin@cowa.co.ke
Effective date: 21 October 2026

1. Introduction

Cowa Market Hub (“Cowa”, “we”, “our” or “us”) operates the website https://cowa.co.ke, an online marketplace that enables customers to discover and purchase digital products, eBooks, courses, event tickets, consultations, clothing, electronics, home appliances and other products or services.

We respect the privacy of our customers, sellers and website visitors. This Privacy Policy explains how we collect, use, store, disclose and protect personal information when you visit our website, create an account, purchase products, register as a seller or communicate with us.

We handle personal information in accordance with applicable Kenyan data protection laws, including the Data Protection Act, 2019, and applicable regulations.

2. Personal information we collect

Depending on how you use Cowa, we may collect the following categories of information.

2.1 Customer information

This may include:

  • Name and contact details.
  • Email address and telephone number.
  • Billing and delivery addresses, where required.
  • Account username and account-related information.
  • Order history, purchased products and order references.
  • Customer support messages, complaints and refund requests.

2.2 Seller information

If you register as a seller, we may collect information needed to create and manage your seller account, such as:

  • Name and contact information.
  • Store name, store description and business contact details.
  • Product listings, prices and order fulfilment information.
  • Commission records, sales records and payout history.
  • Payment destination details required for approved payouts.
  • Additional business verification information where legally required.

Sellers should provide only information that is necessary for the relevant marketplace purpose.

2.3 Payment information

Cowa uses payment service providers, including IntaSend, to facilitate supported checkout payments such as M-Pesa.

We may receive payment status, transaction references, order totals, payment method details and information necessary to reconcile orders, investigate failed payments or handle refunds.

Payments are processed through the relevant payment provider. Cowa does not intend to collect or store your M-Pesa PIN. Never send your M-Pesa PIN or account password to Cowa by email or through a seller.

2.4 Technical and website information

When you use the website, technical information may be collected, depending on the services and settings enabled. This may include:

  • IP address and browser information.
  • Device and operating system information.
  • Pages visited and interactions with the website.
  • Login sessions and security-related records.
  • Cookie identifiers and information required to maintain shopping carts or user sessions.

We aim to collect information that is relevant and necessary for legitimate business purposes.

3. How we use personal information

Cowa may use personal information to:

  • Create and administer customer and seller accounts.
  • Process orders and confirm payments.
  • Facilitate communication between customers and sellers.
  • Provide access to purchased digital products or services.
  • Arrange physical product delivery where applicable.
  • Calculate commissions and maintain seller earnings records.
  • Process authorised vendor payouts and refunds.
  • Respond to enquiries, complaints and customer support requests.
  • Detect fraud, investigate suspicious transactions and protect website security.
  • Maintain business, accounting and transaction records.
  • Meet applicable legal and regulatory obligations.
  • Improve the operation and reliability of the marketplace.
  • Send marketing communications where permitted and, where required, with your consent.

We will not use personal information for purposes that are incompatible with the applicable lawful basis for processing.

4. Lawful grounds for processing

Where required, Cowa processes personal information on an applicable lawful basis, which may include:

  • Taking steps to enter into or perform a contract, such as fulfilling an order.
  • Complying with a legal obligation.
  • Your consent, where consent is the appropriate legal basis.
  • Legitimate interests, where permitted by law and where those interests do not override your rights.
  • Other lawful grounds recognised under applicable Kenyan law.

Where processing relies on consent, you may withdraw that consent, subject to legal requirements and the consequences of withdrawing it.

5. When we share personal information

We do not treat customer or seller personal information as a product to sell. We may share relevant information when necessary for the following purposes.

5.1 Payment providers

We share information required to process or verify payments with payment service providers such as IntaSend. This may include the order amount, transaction reference and relevant customer or payment details.

Payment providers process information under their own applicable terms, privacy policies and legal obligations.

5.2 Sellers and customers

Because Cowa operates a multivendor marketplace, relevant order information may be shared with the seller responsible for fulfilling an order. This can include the customer’s name, contact details, delivery information and purchased items, where necessary.

Customers may receive seller or delivery contact information where reasonably necessary to complete an order or resolve a complaint.

Sellers must handle customer information lawfully and use it only for authorised marketplace purposes.

5.3 Website and service providers

We may share information with service providers that help us host, maintain, secure or operate the website, including hosting providers, technical support providers and relevant WordPress, WooCommerce or Dokan services.

Information may also be disclosed to professional advisers, payment dispute handlers, regulators, courts or law enforcement authorities where required or lawfully justified.

6. International data transfers

Some service providers may process or store information outside Kenya. Where personal information is transferred outside Kenya, Cowa will take the measures required by applicable data protection law, including appropriate safeguards where necessary.

You may contact us for further information about relevant data transfers and safeguards, subject to applicable legal and security restrictions.

7. Cookies and similar technologies

Cowa uses, or may use, cookies and similar technologies to support essential website functions, including account authentication, shopping cart operation, security and user preferences.

Depending on the plugins and services enabled, additional cookies may be used for analytics, embedded content or other functions.

You can manage cookies through your browser settings. Disabling certain cookies may affect login, checkout or other website features.

Where required by law, we will seek consent before using non-essential cookies or similar technologies.

8. Data retention

Cowa retains personal information only for as long as reasonably necessary for the purposes for which it was collected, subject to applicable legal requirements.

Order, payment, commission, refund and accounting records may need to be retained for legal, tax, fraud-prevention or dispute-resolution purposes.

Account information may be retained while an account is active and for a reasonable period afterwards where necessary to address outstanding transactions, legal claims or other lawful purposes.

When information is no longer required, we will take appropriate steps to delete it, anonymise it or otherwise dispose of it securely, subject to legal obligations and legitimate retention requirements.

9. How we protect personal information

Cowa takes reasonable technical and organisational measures intended to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

Access to personal information should be limited to authorised people and service providers who need it for legitimate purposes.

No website, electronic transmission or storage system can be guaranteed to be completely secure. Users should protect their passwords, avoid sharing authentication codes and promptly report suspected account compromise.

10. Your privacy rights

Subject to applicable Kenyan law and any lawful limitations, you may have the right to:

  • Be informed about how your personal information is used.
  • Request access to personal information held about you.
  • Request correction of inaccurate or misleading information.
  • Request deletion of personal information where legally applicable.
  • Object to certain processing of your personal information.
  • Request restriction of processing where the law permits.
  • Withdraw consent where processing is based on consent.
  • Lodge a complaint with the relevant data protection authority.

To exercise your rights, email admin@cowa.co.ke with the subject line “Privacy Request”. We may need to verify your identity before acting on a request.

We will respond within the applicable legal time limits. Some information may need to be retained where required by law or necessary to establish, exercise or defend legal claims.

11. Children’s privacy

Cowa’s marketplace is not intended to encourage children to provide personal information without appropriate legal authority or safeguards.

Where applicable law requires parental or guardian consent or other protections for children’s personal data, we will apply the relevant requirements.

If you believe a child has provided personal information in circumstances that require intervention, contact admin@cowa.co.ke.

12. Third-party websites

Our website may contain links to third-party websites, payment services or external resources. Those services may have their own privacy policies and terms.

Cowa is not responsible for the privacy practices of independent third-party websites. Review their policies before providing personal information.

13. Marketing communications

Where permitted by law, Cowa may send information about products, services, educational resources or marketplace updates.

You can opt out of marketing communications by following the unsubscribe instructions provided or contacting admin@cowa.co.ke.

We may still send essential transactional or service messages, such as order confirmations, payment updates, account notices and security communications.

14. Changes to this Privacy Policy

We may update this Privacy Policy to reflect changes in our operations, technology, service providers or legal obligations.

The latest version will be published on this page with its effective date. Where required, we will provide appropriate notice or seek consent for material changes.

15. Contact and complaints

For privacy questions, access requests, corrections or complaints, contact:

Cowa Market Hub
Email: admin@cowa.co.ke
Website: https://cowa.co.ke

You may also contact the Office of the Data Protection Commissioner in Kenya if you believe your personal data rights have been infringed.

Important notice: This policy is a working draft tailored to Cowa’s intended marketplace operations. Before relying on it as the final policy, confirm your actual data collection, cookies, plugins, hosting arrangements, retention periods and payment-provider data flows. Obtain appropriate Kenyan data protection advice where necessary.