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Privacy Policy

FAQs

Last Updated: 16 April 2026

At The X-Plug (“we,” “us,” or “our”), accessible via https://thexplug.com (the “Site”), we are committed to protecting your personal data in accordance with the Kenya Data Protection Act. This Privacy Policy explains how we collect, use, store, and protect your personal information when you use our website or services.

1. Information We Collect

a) Information You Provide

We collect personal information that you voluntarily provide to us, including:

  • Full name
  • Email address
  • Phone number
  • Billing and delivery details
  • Vehicle details (make, model, mileage, and service requirements)
  • Messages sent through our website, chatbot, or support channels

b) Payment Information

Payments are processed securely through third-party payment providers. We do not store your full credit or debit card details.

c) Automatically Collected Information

We may automatically collect certain information when you use our website, including:

  • IP address
  • Device and browser information
  • Pages visited and user activity
  • Cookies and tracking technologies

2. Legal Basis for Processing Data

We process your personal data based on the following legal grounds:

  • Your consent
  • Contractual necessity (for orders, bookings, and services)
  • Compliance with legal obligations
  • Legitimate interests, such as security, fraud prevention, and service improvement

3. How We Use Your Information

We use your personal data to:

  • Process orders and bookings
  • Deliver products and automotive services
  • Send confirmations, updates, and reminders
  • Provide customer support
  • Send marketing communications (only where consent is given)
  • Improve website performance and user experience
  • Prevent fraud and maintain system security

4. Sharing Your Information

We may share your information with:

  • Service providers such as WooCommerce, payment gateways, hosting providers, email services, and chatbot platforms
  • Business partners where necessary for service delivery or referrals
  • Legal or regulatory authorities when required by law

We do not sell or rent your personal data to third parties.

5. Data Retention

We retain personal data only for as long as necessary to:

  • Fulfill the purpose for which it was collected
  • Comply with legal and tax obligations
  • Resolve disputes
  • Enforce agreements

6. Your Rights

Under the Kenya Data Protection Act, you have the right to:

  • Access your personal data
  • Request correction of inaccurate data
  • Request deletion of your data
  • Object to the processing of your data
  • Withdraw consent at any time, where processing is based on consent

To exercise any of these rights, please contact us using the details provided below.

7. Data Protection Officer (DPO)

We have appointed a Data Protection Officer (DPO) responsible for overseeing compliance with applicable data protection laws.

DPO Contact:
Email: customercare@thexplug.com

The DPO is responsible for:

  • Ensuring compliance with applicable data protection laws
  • Handling data access, correction, and deletion requests
  • Addressing privacy concerns and complaints

8. Cross-Border Data Transfers

Some of our service providers may process your personal data outside Kenya.

Where this occurs, we ensure that appropriate safeguards are in place, including:

  • Adequate data protection standards in the receiving country, or
  • Contractual agreements that comply with the Kenya Data Protection Act

9. Cookies

We use cookies to:

  • Maintain login sessions
  • Remember user preferences
  • Analyze website traffic and performance

You may disable cookies through your browser settings; however, some features of the website may not function properly as a result.

10. Data Security

We implement appropriate technical and organizational measures to protect your data, including:

  • SSL/TLS encryption
  • Secure servers
  • Access control restrictions

However, no method of internet transmission or electronic storage is completely secure, and we cannot guarantee absolute security.

11. Children’s Privacy

Our services are not intended for individuals under the age of 18, and we do not knowingly collect personal data from minors.

12. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated “Last Updated” date.

Where significant changes are made, we may notify users through email or website notices where appropriate.

13. Contact Us

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

Customer Care
Email: customercare@thexplug.com