Privacy policy

1. Who this policy covers

Tricom Technologies Ltd operates Tricom Airtime. This policy covers the Tricom Airtime mobile app, its account services and the public pages on this site. It also covers staff access to the Airtime administration workspace. Other Tricom services may have their own notices.

2. Information we handle

• Account information: your name, email, contact phone, business name if provided, preferences, verification status and account identifiers. Passwords are stored as protected hashes.
• Payments and airtime: the payer and recipient phone numbers, amounts, quotes, transaction references, delivery results, credit movements and the times of those events.
• Saved information: recipients and groups you choose to save, schedules, notifications and their read status.
• Support and security: messages you send, linked transactions, staff responses, login sessions, IP addresses, device or browser descriptions, and records of account and financial actions.

We do not receive your M-Pesa PIN. Enter it only in the M-Pesa prompt. Do not put passwords, PINs or unnecessary personal information in support messages.

3. Information on your device

The app uses the contact picker only when you choose a recipient. The selected name or number can be used for a send or saved recipient; the app does not upload your address book. If you choose a file to import recipients, its selected numbers are processed for that task.

Your device handles Face ID or fingerprint checks. Tricom does not receive your biometric template. The app stores sign-in tokens in secure device storage and uses local storage for app settings, app lock information and cached account data. Signing out clears the app’s session and cached account data. Files you export or share remain under your control on your device or chosen destination.

The web workspace uses a session cookie to keep you signed in and local storage for your appearance choice. These public policy pages do not use advertising trackers.

4. Why we use this information

We use account and transaction information to provide the service you request: sign you in, verify your email, process payments, deliver airtime, maintain credit records, show receipts and statements, and answer support requests. We use session and audit information to protect accounts, investigate errors, prevent misuse and reconcile uncertain payment or delivery results.

Processing is based on providing our service and performing our agreement with you, meeting applicable legal obligations and protecting the service and its users where permitted by law. Optional device access is used when you choose the relevant feature. You can decline that access and enter recipient numbers manually.

5. Who receives information

We send the payment or airtime details needed for your transaction to Safaricom and the payment or airtime systems that fulfil it. Authorized Tricom staff can access information needed for their assigned work. Our infrastructure and email providers process information to host the service and send verification or password-reset messages. A provider may process information outside Kenya; applicable data protection requirements apply to that processing.

We may disclose relevant records when required by law or to handle a lawful request, fraud investigation or dispute. We do not sell your personal information or use it for advertising profiles. Sharing a receipt or statement through your device sends it to the destination you select, under that destination’s own privacy practices.

6. Retention and account deletion

Information is kept while needed to operate your account, reconcile transactions, resolve support matters and meet applicable accounting, security and legal obligations. Retention depends on the record and the obligation; deletion does not rewrite completed financial history.

When account deletion completes, your login, credentials, sessions, editable profile, saved recipients, schedules and notifications are removed. Payment, airtime, ledger, security and support evidence may remain where needed for reconciliation, disputes or legal obligations. These records may include transaction phone numbers and references. They are not used to restore your deleted login.

Use the account deletion page to delete your account or submit a request if credit or unfinished transactions need to be resolved. You can also request deletion of particular information without deleting your account using the contact details below. We will explain any information we must retain.

7. Security and your choices

We use authenticated access, protected credentials, revocable sessions and staff permissions to limit access to account information. No online service can guarantee absolute security. Keep your password and app PIN private, use device security, and revoke unfamiliar sessions from the app’s signed-in devices screen.

You can view and update your profile, manage saved recipients and schedules, change notification preferences and download statements in the app. Subject to applicable law, you can ask to access, correct, erase or receive a copy of your personal information, object to or restrict processing, and withdraw consent for optional processing. Withdrawal does not affect processing already lawfully completed.

8. Contact, complaints and changes

For a question or a request about your information, use Help and support in the Tricom Airtime app, or email sales@tricom.co.ke with the subject “Tricom Airtime privacy request”. Include the email used for your account and what you need. Do not send your password, app PIN or M-Pesa PIN. We may verify your identity before acting on a request.

You can also contact Tricom on +254 723 930 000 or at NHC House, 2nd Floor, Aga Khan Walk, Nairobi, Kenya.

You may raise a data protection complaint with Kenya’s Office of the Data Protection Commissioner. This does not prevent you from contacting us first. Updates to this policy will appear here with a revised effective date. Material changes to how the service handles information will be communicated through the service when applicable.