Privacy Policy

We ask for the smallest amount of information that lets us quote accurately and get your things from one address to another. That is:

• Your name, and the name of anyone you nominate to receive the goods on your behalf.
• Your phone number, so the crew leader can reach you on the day.
• Your email address, where you give us one, for the quotation and receipt.
• The pick-up and destination addresses, including floor, lift availability and where a lorry can stand.
• Details of the move: the date, the rooms involved, a rough inventory, and any item that needs special handling.
• WhatsApp messages you send us, including photographs or videos of your rooms and items that you choose to share.
• Site assessment notes and photographs taken by our surveyor during a pre-move visit, with your knowledge.
• Payment records: the M-Pesa transaction reference, invoice and receipt. We never see or store your M-Pesa PIN, and we do not hold card details.

We do not ask for identity card numbers, KRA PINs, bank passwords or anything of that kind for a domestic move. If someone claiming to be from MidCity asks you for them, stop and call +254 799 310569.

We may take photographs of a job in progress for our own gallery and social media. We ask on the day before doing so, we do not photograph you or your family, and we will remove any picture on request.

• To quote. Volume, access and distance are what set the truck size, crew size and materials.
• To plan and run the move. The crew leader needs the addresses, the date, the access details and a number to call.
• To keep in touch on the day. Arrival windows, delays and confirmation of delivery.
• To bill you and issue a receipt, and to keep the accounting records the law requires us to keep.
• To handle a claim or a complaint, if one arises after the move.

We do not build marketing profiles, and we do not use your information to advertise to you unless you have asked to hear from us.

Most of our customers reach us on WhatsApp, so it is worth being clear about where those messages live.

A WhatsApp conversation with us sits on WhatsApp's own platform and is governed by WhatsApp's privacy policy and terms, not ours. Message content between you and us is end-to-end encrypted by WhatsApp, but WhatsApp still handles information about the conversation itself. We have no control over that, and we cannot delete anything from WhatsApp's own systems on your behalf.

What we control is our end. The phone we use is a company handset, it is locked, it is used only by our move desk staff, and we copy the details that matter — name, addresses, date, inventory notes — into the job record. When we no longer need the conversation, we delete it from our device.

If you would rather not use WhatsApp, call +254 799 310569 or email info@midcitymovers.co.ke and we will work the same way by phone.

• Quotations that did not turn into a booking: up to six months, in case you come back to us, then deleted.
• Completed job records — name, contact, addresses, inventory notes, delivery note: two years from the delivery date. This covers the claim and complaint window and lets us quote a return move properly.
• Financial records — invoices, receipts, M-Pesa references: seven years, because Kenyan tax and accounting rules require it.
• Claim files: for as long as the claim is open, and then for the period the insurer requires.
• WhatsApp threads on our handset: deleted once the job record has been made and the job is closed.
• Site assessment photographs: deleted once the move is complete, unless they are part of an open claim.

You can ask us to delete your details sooner. Where the law does not require us to keep something, we will.

Access follows the job, not curiosity.

• The move desk sees your enquiry, quotation and booking. This is a small team.
• The surveyor sees the addresses and the inventory for the assessment visit.
• The crew leader assigned to your move sees the job sheet: your name, phone number, the two addresses, the date and the handling notes. The rest of the crew work from the crew leader's instructions.
• Accounts sees the invoice and payment record.
• Management sees a file when there is a claim or a complaint to resolve.

Our staff are permanent and background-checked, and are told plainly that what they see inside a customer's home — the contents, the condition, who lives there — is not to be discussed outside the job. Nobody in the company has any business browsing customer records they are not working on.

In the ordinary course of a move, nobody. There is no routine sharing of customer information with anyone outside the company.

The exceptions are narrow and specific:

• Our insurer, when a Goods-in-Transit claim is made. To assess a claim the insurer needs the job details, the inventory involved, the delivery note and photographs of the damage. Nothing goes to them unless there is a claim, and nothing goes beyond what the claim needs.
• Building or estate management, where they require the name and date of a move before letting a lorry through the gate. This is at your instruction and is usually your own booking.
• The authorities, where we are required by Kenyan law or a court order to provide information, or where prohibited goods are found in a load.
• Our bank and M-Pesa, to the extent that any payment involves them.

We do not use overseas cloud services to store customer job records.

We have never sold, rented, swapped or otherwise passed on a customer list, and we do not intend to. If you start receiving marketing from a company you did not contact, it did not come from us — but please tell us anyway, because we would want to look into it.

• Job records are held in a password-protected system that only move desk, accounts and management can open.
• The company WhatsApp handset is passcode-locked and stays in the office.
• Crew leaders receive only the job sheet for the job in front of them, and it is returned or destroyed at the end of the day.
• Paper quotations and delivery notes are filed and shredded once their retention period is up.
• Staff access is removed on the day someone leaves the company.

No system is perfect. If something goes wrong with your information and it presents a real risk to you, we will tell you and we will tell the Office of the Data Protection Commissioner, as the Data Protection Act requires.

This website is deliberately simple. It has no login, no shopping basket and no contact form that stores what you type — the buttons open WhatsApp, your phone dialler or your email programme instead.

• We set no advertising cookies of our own, and there are no advertising pixels or third-party scripts on this site that follow you from one website to the next.
• The site loads fonts and icons from Google Fonts and a public content delivery network. Your browser contacts those services to fetch the files, which means they see your IP address as any web request would. We receive nothing from them about you.
• Basic visit statistics may be collected by our web host — pages viewed, rough location by country, the type of device. These are aggregate figures used to see which pages people read. They are not linked to your name and we cannot identify you from them.
• Nothing you type into this site is stored by it. The quote builder assembles a WhatsApp message in your browser and hands it to WhatsApp when you press the button.

You can block or delete cookies in your browser settings at any time, and this site will keep working normally.

Kenya's Data Protection Act 2019 gives you real rights over the information we hold about you. They are:

• Access. To be told whether we hold information about you and to receive a copy of it.
• Correction. To have anything inaccurate or incomplete put right — a wrong phone number, a misspelt name, an address we noted down badly.
• Deletion. To have your information erased where we no longer need it and no law requires us to keep it.
• Objection. To object to us processing your information, including to stop us contacting you.
• To be informed of how your information is being used — which is what this page is for.

Exercising any of these costs you nothing, and we will not treat you differently for asking.

Email info@midcitymovers.co.ke with the word “Data request” in the subject line, and tell us which of the rights above you want to use. Include the phone number or email you used when you booked, and the rough date of the move, so we can find the right record.

If email is not convenient, call +254 799 310569 or write to us at the depot address below and we will take it from there.

We will acknowledge your request and respond within thirty days. We may ask you a question or two to confirm you are who you say you are — we are not going to hand someone else's move details to a caller who happens to know their name.

If you are not satisfied with how we handle it, you can complain to the Office of the Data Protection Commissioner in Kenya, which regulates this area. We would rather you came to us first so we have a chance to fix it.

We update this page when what we actually do changes — a new system, a different retention period, a new party we have to share something with. We do not update it quietly to cover something after the fact.

The review date at the top of the page tells you when it last changed. If a change materially affects customers with a booking in progress, we will tell those customers directly rather than rely on you noticing this page.