Privacy Policy

1. Introduction

Defixerhub Ltd ("Defixerhub", "we", "our", "us") is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard information about you when you use the Defixerhub Platform — including our mobile application and website at defixerhub.rw.

This policy applies to all Users of the Platform, including Customers and Artisans, whether located in Rwanda or in other countries where Defixerhub operates.

2. Who We Are

Defixerhub Ltd is the data controller responsible for your personal data collected through this Platform.

Our Data Protection Officer (DPO) can be contacted at privacy@defixerhub.rw for any privacy-related questions or requests.

3. Information We Collect

A. Account Information

When you register, we collect: full name, email address, phone number, profile photo (optional). Artisans additionally provide: national ID or passport number, trade certificates or qualifications, professional references.

B. Job Data

When you post or respond to a job, we collect: job descriptions, photos and videos uploaded by the Customer, location data (neighborhood or GPS coordinates), negotiation messages, and agreed pricing.

C. Payment Information

To process payments and payouts, we collect: mobile money account numbers (MTN MoMo, Airtel Money), bank account details (for bank transfer payouts), and transaction histories. Payment card data is processed by our PCI-DSS compliant payment partner and is not stored on Defixerhub servers.

D. Device & Technical Data

We automatically collect: IP address, browser type and version, operating system, device model, app version, and crash reports. This helps us maintain Platform stability and security.

E. Location Data

With your permission, we collect GPS location data to match you with nearby Artisans or nearby Jobs. You can disable location permissions in your device settings; however, this may limit the Platform's functionality.

F. Usage Data

We collect anonymized analytics data including: pages viewed, features used, time spent on sections, search queries, and click patterns. This helps us improve user experience.

4. How We Use Your Information

• Service Delivery: Match Customers with qualified Artisans based on job requirements, location, and availability
• Payment Processing: Debit Customers, hold funds in Escrow, and release payments to Artisans
• Communication: Send job notifications, quote alerts, payment confirmations, and support responses
• Safety & Verification: Verify Artisan identity and credentials to ensure User safety
• Fraud Prevention: Detect and prevent fraudulent transactions and account misuse
• Platform Improvement: Analyze usage patterns to enhance features and fix bugs
• Legal Compliance: Retain records as required by Rwandan tax, financial, and consumer protection law
• Marketing (with consent): Send promotional communications about new features or services — opt-out available at any time

5. Legal Basis for Processing

Under applicable data protection law, we process your personal data on the following legal bases:

6. Sharing Your Information

We share your personal data only in the following circumstances:

Between Matched Users

When a Customer and Artisan are matched on a job, limited profile information (name, rating, trade type) is shared to facilitate the engagement. We do not share payment information or national ID numbers between Users.

Payment Processors

We share payment data with our licensed, PCI-DSS compliant payment processing partners to facilitate transactions. These partners are contractually bound to protect your data.

Identity Verification Services

Artisan ID and credential information may be shared with third-party verification providers to complete the onboarding process. These providers are bound by strict confidentiality agreements.

Legal Requirements

We may disclose your information to government authorities or law enforcement when legally required, such as in response to a valid court order, search warrant, or regulatory requirement.

7. Escrow & Payment Data

Transaction data — including payment amounts, mobile money numbers, and escrow hold periods — is treated as highly sensitive financial data. We apply the following protections:

• All payment data is encrypted in transit (TLS 1.3) and at rest (AES-256)
• Payment card data is tokenized and never stored on Defixerhub servers
• Transaction records are retained for 7 years as required by Rwandan financial regulations
• Access to financial records is restricted to authorised personnel only

8. Photos & Job Media

Customers upload photos to describe the job they need done. These photos are:

• Stored on secure servers with access restricted to the Customer and matched Artisan(s)
• Used by Defixerhub to facilitate the quote and job process
• Not shared with any third parties for marketing or advertising purposes
• Automatically deleted 90 days after the job is closed or cancelled

9. Data Retention

10. Your Rights

Subject to applicable law, you have the following rights regarding your personal data:

• Right of Access: Request a copy of the personal data we hold about you
• Right to Rectification: Request correction of inaccurate or incomplete data
• Right to Erasure: Request deletion of your personal data (subject to legal retention requirements)
• Right to Portability: Receive your data in a structured, machine-readable format
• Right to Restriction: Request that we limit processing of your data in certain circumstances
• Right to Object: Object to processing based on legitimate interests or for direct marketing
• Right to Withdraw Consent: Withdraw consent at any time where processing is consent-based

To exercise any of these rights, email our DPO at privacy@defixerhub.rw. We will respond within 30 days.

11. Children's Privacy

Defixerhub is intended exclusively for users aged 18 and over. We do not knowingly collect personal data from children under 18. If we become aware that a minor has created an account, we will immediately delete their account and associated data.

If you are a parent or guardian and believe your child has provided us with personal information, please contact us at privacy@defixerhub.rw.

12. Cross-Border Data Transfers

Your data is currently stored and processed in Rwanda. As Defixerhub expands into Uganda, Kenya, Tanzania, Burundi, and Nigeria, we will ensure that any cross-border transfers of personal data are made in compliance with applicable local data protection laws, including:

• Rwanda: Law No. 058/2021 on the Protection of Personal Data and Privacy
• Kenya: Data Protection Act 2019
• Uganda: Data Protection and Privacy Act 2019
• Nigeria: Nigeria Data Protection Regulation (NDPR)

Appropriate safeguards, including standard contractual clauses, will be implemented for any international transfers.

13. Security Measures

We implement industry-standard security measures to protect your data:

• Encryption: TLS 1.3 for data in transit; AES-256 for data at rest
• Access Control: Role-based access control limits who can see your data internally
• Authentication: Multi-factor authentication for Defixerhub staff accessing sensitive systems
• Security Audits: Regular penetration testing and vulnerability assessments
• Incident Response: Documented breach response plan with notification procedures

Despite our best efforts, no security system is impenetrable. In the event of a data breach, we will notify affected users and relevant authorities in accordance with applicable law.

14. Cookies

The Defixerhub website uses cookies and similar tracking technologies. Cookies help us remember your preferences, keep you logged in, and understand how you use our Platform.

For full details on the types of cookies we use, how to manage them, and your choices, please read our dedicated Cookie Policy →

15. Third-Party Links

The Defixerhub Platform may contain links to third-party websites or services. These third parties have their own privacy policies, and Defixerhub is not responsible for their practices. We encourage you to review the privacy policies of any third-party services you visit.

16. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or for other reasons. For material changes, we will provide at least 30 days' advance notice via email or in-app notification.

The date of the most recent revision is shown at the top of this document. We encourage you to review this Policy periodically.

17. Contact the Privacy Team

For any privacy-related questions, requests, or complaints, please contact our Data Protection Officer:

We aim to respond to all privacy requests within 30 days. If you are not satisfied with our response, you have the right to lodge a complaint with the relevant data protection authority in your country.