Privacy Policy

1 Information We Collect

When you subscribe to, install, or use 4K Net high-speed fiber or wireless connectivity services, we collect specific personal and technical information necessary to deliver and manage your connection reliably.

• Customer Identification & Contact Data: Full legal name, National ID or Passport number, active telephone number, email address, and physical installation or billing address within Busia County or Western Kenya.
• Service & Connection Data: Bandwidth plan chosen, installation coordinates, router hardware MAC address, optical network terminal (ONT) identifier, and assigned IP addresses.
• Billing & Transaction Records: M-Pesa transaction confirmation codes, bank transfer references, payment dates, and billing statement history. We do not store sensitive payment card credentials directly on our local servers.
• Technical & Diagnostic Data: Signal strength levels, uptime metrics, error logs, and session durations used exclusively by our network engineers to diagnose faults and maintain service quality.

2 How We Use Your Information

We process your personal information strictly for legitimate telecommunication business operations and service fulfillment, including:

• Service Provisioning & Installation: Dispatching field technicians to your premises, configuring your optical network terminal, and activating your high-speed internet plan.
• Billing, Renewals & Account Management: Generating monthly statements, processing M-Pesa automated renewals, verifying invoice payments, and sending payment confirmation receipts.
• Technical Support & Customer Care: Troubleshooting connectivity issues, diagnosing fiber signal degradation, answering support tickets, and scheduling on-site repair visits.
• Service Notifications: Sending essential SMS or email updates regarding scheduled maintenance windows, network upgrades, localized power outages affecting towers, or policy changes.

3 Information Sharing & Disclosure

We do not sell, rent, monetize, or trade your personal data with third-party advertisers or data brokers under any circumstances.

We only share your information with trusted third parties under stringent confidentiality obligations in the following circumstances:

• Licensed Payment Processors: Safaricom M-Pesa and authorized payment gateways to safely verify and reconcile your subscription payments.
• Field Operations & Contractors: Authorized 4K Net fiber installation technicians and field engineers assigned directly to service your installation.
• Regulatory & Legal Authorities: The Communications Authority of Kenya (CA) or law enforcement agencies when strictly required by a valid court order or statutory Kenyan telecommunications regulation.

4 Data Security & Storage

4K Net employs enterprise-level technical, administrative, and physical safeguards to prevent unauthorized access, accidental alteration, disclosure, or destruction of your personal data.

• Encryption: All web and API traffic is encrypted using industry-standard TLS 1.3 cryptographic protocols. Stored customer credentials are encrypted at rest using AES-256 standards.
• Restricted Access: Access to customer personal information is restricted strictly to verified 4K Net support personnel with multi-factor authentication and role-based clearance.
• Infrastructure Hardening: Routine vulnerability scans, firewall monitoring, and localized physical security at our Busia data centers and network distribution nodes.

5 Your Legal Rights

In accordance with the Kenya Data Protection Act of 2019, you retain full ownership and control over your personal data. You are entitled to:

• Right to Access: Request a digital copy of all personal records and billing histories associated with your 4K Net account.
• Right to Rectification: Request correction of inaccurate, outdated, or incomplete personal details (e.g., updating your phone number or billing email).
• Right to Erasure: Request the deletion of your personal records upon account termination, subject to mandatory telecommunication record retention periods prescribed by the CA.
• Right to Opt-Out: Unsubscribe from non-essential promotional communications at any time with one click or via SMS.

To exercise any of these rights, email our Data Protection team directly at info@4knet.co.ke or privacy@4knet.co.ke. We will process your verified request within 48 business hours.

6 Cookies & Tracking Technologies

Our website utilizes cookies and similar lightweight browser storage technologies solely to deliver a responsive, secure, and personalized browsing experience.

• Essential Session Cookies: Required to keep you authenticated inside your customer dashboard, store shopping cart items, and handle coverage inquiry steps.
• Performance & Analytics Cookies: Used anonymously to understand page load times, site traffic bottlenecks, and regional network interest to guide fiber expansion.

You can adjust your browser settings at any time to block or notify you about cookies. Note that disabling essential cookies may impact certain interactive features such as the online checkout or customer login.

7 Contact for Privacy Matters

If you have any questions, concerns, or requests regarding this Privacy Policy or how your personal information is handled by 4K Net, please reach out to our dedicated privacy desk: