CityDwellingPrivacy Policy
How CityDwelling collects, uses, and protects your personal data — in accordance with the Kenya Data Protection Act, 2019.
We never sell your personal data. Your data is used solely to operate and improve CityDwelling. You can request access or correction of your data at any time by emailing privacy@city-dwelling.com, and delete it by following the steps on our Data Deletion page.
Introduction
Welcome to CityDwelling. We are committed to protecting your personal data and respecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our property search and rental platform (the "Platform").
This policy is governed by the Kenya Data Protection Act, 2019 (KDPA) and its associated regulations. By using CityDwelling, you acknowledge that you have read, understood, and agree to the terms of this Privacy Policy.
Information We Collect
2.1 — Personal Information
- Name (first and last name)
- Email address
- Password (stored encrypted; we never store plaintext passwords)
- Phone number (optional; required if you choose to receive WhatsApp updates)
- Profile preferences and settings
2.2 — Property Search Data
- Search queries and filters (location, price range, property type)
- Properties you view or save
- Property collections you create
- Viewing requests and communications initiated through the Platform
2.3 — BOLO Requests
- BOLOs you post: areas, budget, home type, move-in timing, must-haves and nice-to-haves
- Homes partners send in response, and whether you engage or pass
- Messages exchanged with partners through the Platform
2.4 — Partner Information
- If you join as an agent, landlord or developer (a "Partner"): business and contact details, and the staff accounts in your organisation
- Identity and business verification (KYC/KYB) information and documents, and proof that you own or manage the properties you list
- Listings and BOLO responses you send, credit purchases, subscriptions and billing history
2.5 — Usage & Technical Data
- Pages visited and features used
- Time spent on different sections of the Platform
- Click patterns and navigation behaviour
- Device and browser information (browser type, operating system, screen resolution)
- IP address and approximate location (city/country level only)
2.6 — User-Generated Content
- Community insights, property reviews, and other user submissions you contribute to the Platform
- By submitting content, you consent to it being stored, moderated, displayed, and used to improve the Platform
- You represent that any content you submit does not violate the rights of any third party
How We Use Your Information
We use your information to:
- Provide our services: Enable property searches, save favourites, match your BOLOs with relevant homes from Partners, and facilitate communications between renters and Partners.
- Personalise your experience: Surface relevant property listings and recommendations based on your stated preferences and behaviour.
- Improve the Platform: Analyse aggregated usage patterns to enhance features and user experience.
- Communications: Send transactional notifications by email and, where you have opted in, WhatsApp (for example, new homes for your BOLO, viewing confirmations and account alerts), and, where you have separately opted in, promotional communications.
- Security and fraud prevention: Detect, investigate, and prevent fraudulent transactions, abuse, and security incidents.
- Legal compliance: Meet obligations under the KDPA and other applicable laws, and respond to lawful requests from public authorities.
Analytics & Tracking
4.1 What We Collect
We use Mixpanel and PostHog to understand how people use CityDwelling. These services record page views, searches and filters, the properties and listings you view, what you click (including clicks on promoted listings), enquiries and availability requests you send, your device and browser type, and your approximate location at city/country level. If you are signed in, these events are linked to your account.
We also use Sentry to detect errors. When something breaks, Sentry records technical details such as your IP address and browser, and for a small sample of sessions a replay of page interactions, with text and form inputs masked, so we can reproduce the problem.
4.2 Why We Collect It
- To improve search, listings, and the rest of the Platform.
- To measure how promoted listings perform. Some listings are promoted by partners who pay for that placement, and those listings are always labelled. We report aggregated results to those partners (for example, views, clicks, and enquiries). Analytics reports do not identify you to partners.
- To find and fix errors and keep the Platform secure.
We do this on the basis of our legitimate interests in operating, improving, and funding the Platform (KDPA, section 30). We do not sell analytics data, and we do not use it to let third parties target advertising at you. You can object at any time, as described below.
4.3 Turning Analytics Off
Use the switch below, or go to Settings → Privacy when signed in. This stops Mixpanel and PostHog in this browser straight away. The setting is saved in this browser, so repeat it on each device you use.
Lets us measure how CityDwelling is used, including how promoted listings perform, so we can improve search. We never sell this data. This setting applies to this browser only.
To opt out on every device linked to your account, email privacy@city-dwelling.com. Turning analytics off does not delete data already collected. To request deletion, see Your Data Rights below.
Error monitoring (Sentry) is not covered by this switch, because we need it to keep the Platform working.
4.4 Cookies & Local Storage
We use cookies and browser local storage to maintain your authenticated session, remember preferences (including your analytics choice), record analytics events, and improve Platform performance.
You can control or disable cookies through your browser settings. Note that disabling cookies may impair core functionality, including the ability to log in.
4.5 Data Retention
WhatsApp Notifications
If you opt in, for example by turning on WhatsApp updates or by messaging our WhatsApp number first, we send you notifications on WhatsApp using the WhatsApp Business Platform, operated by Meta Platforms, Inc.
- What we send: BOLO updates (new homes, summaries and expiry reminders), Partner updates (new BOLOs in your areas, renter decisions, new messages and credit top-ups), and one-time verification codes. We do not send promotional messages on WhatsApp unless you have separately agreed to them.
- What Meta processes: your phone number, the content of messages we send you and your replies, and delivery information (for example, whether a message was delivered or read). Meta handles this data under WhatsApp's own terms and privacy policy.
- Your replies: when you tap a button such as Engage or Pass, or reply to a message, we record it so we can act on your choice.
- Opting out: reply STOP to any CityDwelling WhatsApp message at any time. Essential account notices will continue by email.
We rely on your consent for WhatsApp messages (KDPA, section 30). Withdrawing it does not affect your use of the rest of the Platform.
Data Sharing & Disclosure
We may share your information with:
- Property owners and landlords: Limited to information necessary to facilitate a viewing or rental enquiry you have initiated.
- Partners responding to your BOLO: verified agents, landlords and developers see your BOLO details and your first name and last initial only. Your phone number and other contact details are shared only with a Partner whose home you choose to engage with.
- Service providers: Third parties processing data on our behalf under contractual data processing agreements, including Mixpanel and PostHog (analytics), Sentry (error monitoring), Resend (email), Meta Platforms (WhatsApp messaging), VoveID (Partner identity and business verification), and Paystack (payments). These parties are prohibited from using your data for their own purposes.
- Legal and regulatory authorities: Where required by applicable law, court order, or to protect the rights, property, or safety of CityDwelling, our users, or the public.
- Business transfers: In the event of a merger, acquisition, or sale of assets, your data may be transferred as part of that transaction. We will notify you before your data is subject to a different privacy policy.
We never sell your personal data to third parties.
Third-Party Listings & Content
Property listings, photos, descriptions, and associated details displayed on CityDwelling may be provided by third-party landlords, property managers, or developers. CityDwelling does not verify the accuracy, completeness, or legality of third-party listing content.
We are not responsible for any loss or damage arising from reliance on third-party listing content or from any transaction, communication, or dispute between you and a property owner or landlord. Any links to third-party websites are provided for convenience only; we have no control over their content or privacy practices.
Data Security
We implement industry-standard technical and organisational security measures:
- SSL/TLS encryption for data in transit
- Encrypted password storage (hashed; never stored in plaintext)
- Secure cloud infrastructure with access controls
- Regular security reviews and vulnerability assessments
No method of transmission over the internet or electronic storage is 100% secure. We cannot guarantee absolute security and will not be held liable for unauthorised access resulting from circumstances beyond our reasonable control, including your failure to keep login credentials confidential.
Your Data Rights
Under the Kenya Data Protection Act, 2019, you have the right to:
Access
Request a copy of the personal data we hold about you.
Correction
Request correction of inaccurate or incomplete data.
Deletion
Request deletion of your account and associated personal data, subject to legal retention obligations.
Portability
Receive your data in a structured, machine-readable format.
Objection
Object to processing of your data in certain circumstances.
Restriction
Request that we limit how we process your data pending a correction or objection.
Withdraw Consent
Where processing is based on consent, withdraw it at any time without affecting prior lawful processing.
To exercise any of these rights, email privacy@city-dwelling.com. To delete your account and data, follow the steps on our Data Deletion page. We will respond within 30 days and may need to verify your identity. If unsatisfied, you may lodge a complaint with the Office of the Data Protection Commissioner of Kenya.
Children's Privacy
CityDwelling is not directed at or intended for persons under the age of 18. We do not knowingly collect personal data from minors. If we become aware that we hold data from a person under 18, we will delete it promptly. If you believe we hold data relating to a minor, please contact us immediately at privacy@city-dwelling.com.
International Data Transfers
Some of our service providers (including Mixpanel, PostHog, Sentry, Resend, Meta Platforms, VoveID, and Paystack) may process your data on servers located outside Kenya. Where such transfers occur, we ensure appropriate safeguards are in place — including contractual protections — consistent with the KDPA and applicable cross-border data transfer rules.
Limitation of Liability
To the fullest extent permitted by applicable law:
- CityDwelling is provided on an "as-is" and "as-available" basis without warranties of any kind, express or implied.
- We do not warrant that the Platform will be uninterrupted, error-free, or free of viruses or other harmful components.
- We shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of or inability to use the Platform.
- We are not liable for damages arising from transactions, disputes, or communications between users and third-party property owners or landlords.
- Our total aggregate liability to you for any claim shall not exceed the amount you have paid us (if any) in the 12 months preceding the claim.
Governing Law & Disputes
This Privacy Policy is governed by and construed in accordance with the laws of the Republic of Kenya, including the Kenya Data Protection Act, 2019. Any dispute arising out of or in connection with this Policy that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the courts of Nairobi, Kenya.
Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of material changes by email or through a prominent notice on the Platform at least 14 days before changes take effect. Your continued use of CityDwelling after the effective date constitutes acceptance of the revised policy. If you do not agree to the updated policy, you must stop using the Platform.
Contact & DPO
For questions, complaints, or requests relating to this Privacy Policy or our data practices:
Privacy enquiries
privacy@city-dwelling.comSupport
support@city-dwelling.comData Protection Officer
dpo@city-dwelling.comIn accordance with the KDPA, our Data Protection Officer is available at dpo@city-dwelling.com for any data protection enquiries or escalations. We aim to respond to all privacy-related enquiries within 30 days.
By using CityDwelling, you acknowledge that you have read and understood this Privacy Policy. This policy does not constitute legal advice. CityDwelling recommends you consult a qualified legal professional for advice specific to your circumstances.
CityDwelling Limited · Nairobi, Kenya
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