Privacy Policy

Last updated: 17 October 2026

This notice explains how personal data is handled when an ISP or its authorised staff use NamsNet Billing, and when the ISP uses the platform to manage internet subscribers. NamsNet Billing is offered under the NamsNet Technologies brand ("NamsNet", "we", or "us").

Our role and the ISP's role

For subscriber records an ISP enters into its workspace, the ISP generally decides why and how those records are used and is responsible for its customer notices, lawful basis, accuracy, and responses to privacy requests. NamsNet processes those records to host and operate the platform, provide router and billing functions, and deliver requested support. NamsNet may act as a separate data controller for ISP owner and staff accounts, subscription billing, platform security, support, and service administration. The legal role for any particular activity depends on the facts and applicable law.

Information that may be processed

The features an ISP uses determine the data recorded. It may include:

ISP owner and staff account details, such as name, business name, email, phone number, role, profile photo, and sign-in/security events;
subscriber details entered by an ISP, such as name, phone number, email, national identification number, address, notes, and communication preferences or consent records;
service and network information, including account or voucher identifiers, service type, router assignment, IP and MAC addresses, device name, connection times, expiry, session activity, and data-usage counters;
billing and payment records, such as invoice and payment amounts, payment phone number, payment method, transaction reference, receipt, and status; and
router configuration and connection information supplied by an authorised ISP administrator. Router API passwords are encrypted at rest.

If an ISP uses a location-sharing feature, location information may be collected only through that feature and its sharing flow. An ISP should explain that use to the person whose location is shared and obtain any permission required by law.

Why information is used

Information is used to create and secure accounts; manage subscriber services and network access; record and reconcile payments; issue invoices and receipts; send service or billing messages where enabled and permitted; respond to support requests; troubleshoot and monitor the platform; prevent fraud or unauthorised access; maintain backups; and meet legal obligations. Depending on the activity, processing may be based on a contract, a legal obligation, a legitimate interest that does not override a person's rights, or consent where required.

Messages and preferences

ISPs control subscriber communication settings. The platform records SMS and WhatsApp preferences and is designed to skip those messages where the relevant consent is absent. A person may contact their ISP to change communication preferences or withdraw consent where consent is the basis for a message. Essential service, security, or legal notices may still be sent where permitted by law.

Who receives information

Subscriber information is available to the ISP workspace that collected it and the staff the ISP authorises. NamsNet personnel may access relevant records when needed to operate the platform or respond to a support or security issue. Data may also be shared with service providers needed for a feature, such as hosting, Safaricom Daraja/M-Pesa or another payment provider, SMS or WhatsApp delivery providers, and ISP-configured router integrations. These providers process information under their own terms and applicable safeguards. We do not sell personal data.

Storage, transfers, and retention

Data is stored in the platform environment and may be processed by providers in other countries. Where a cross-border transfer occurs, appropriate safeguards or another transfer condition required by Kenyan law must apply. An ISP or data subject may contact us to ask about relevant service providers and transfer safeguards.

Personal data is kept only as long as reasonably needed for the purposes above, the ISP's instructions, dispute and security needs, and applicable record-keeping law. Backups may retain deleted information until the relevant backup is rotated or expires. When data is no longer needed, it is deleted or anonymised where appropriate and technically practicable.

Security

We use technical and organisational safeguards intended to restrict access and protect information, including workspace access controls and encryption at rest for router API passwords. No online service can guarantee absolute security. ISPs must use strong passwords, limit staff permissions, protect router and payment credentials, and tell NamsNet promptly if they suspect a breach involving the platform. We handle incidents and any required notifications in accordance with applicable law.

Your privacy rights and requests

Rights under Kenyan data-protection law may include being informed about use of personal data, access, correction, objection, deletion of false or misleading information, restriction, data portability, and withdrawal of consent where consent applies. These rights may be subject to legal exceptions. Requests about an ISP subscriber record should first be sent to the ISP that manages the account. Requests about an ISP owner or staff account, or a platform processing concern, may be sent to NamsNet. We may verify identity and coordinate with the ISP before responding.

If you are not satisfied with the response, you may raise a complaint with the Office of the Data Protection Commissioner (ODPC).

Children

The platform is intended for ISP business operations, not for children to create administrator accounts. ISPs are responsible for determining whether a subscriber is a child and for obtaining any parental or guardian involvement and safeguards required by law.

Cookies and technical logs

The sign-in and dashboard use essential session cookies and technical logs to keep authorised users signed in, protect the service, and diagnose errors. This policy does not describe cookies or tracking technologies used independently by third-party payment, communication, or linked services; those providers publish their own notices.

Changes and contact

We may update this notice when the platform, law, or data practices change. The latest version and date will be posted here. For a privacy request or question, contact your ISP for subscriber records, or call/WhatsApp NamsNet at 0786683419 for platform account and privacy matters.