Privacy Policy

INTRODUCTION

KeenPals ("KeenPals", "we", "us" or "our") respects your privacy and is committed to protecting personal information entrusted to us.

This Privacy Policy explains how we collect, use, disclose, store, retain and protect personal information when individuals access or use the KeenPals corporate website, KeenPals Dropship mobile application, reseller services, customer-facing reseller storefronts and other related services (collectively, the "Platform").

This Policy applies to approved resellers, prospective resellers, customers purchasing through KeenPals-powered storefronts, website visitors and other individuals whose personal information we process in connection with our services.

KeenPals processes personal information in accordance with applicable laws of the Republic of Ghana, including the Data Protection Act, 2012 (Act 843).

By using the Platform, you acknowledge this Privacy Policy. Where consent is required by law for a particular activity, we will seek that consent separately or through an appropriate mechanism.

We encourage all users to read this Policy carefully to understand how their information is handled.

1. WHO WE ARE

1.1 KeenPals is a Ghana-based technology-driven commerce business operating a stock-holding, reseller-based dropshipping model.

1.2 We provide the technology, inventory, product sourcing, payment collection administration, order processing, packaging and logistics infrastructure that enables approved independent resellers to operate their businesses.

1.3 Through KeenPals Dropship, approved resellers can market and sell products supplied by KeenPals.

1.4 KeenPals also provides branded online storefront technology through which customers can purchase products directly from participating resellers.

1.5 For purchases made through these storefronts, the reseller is the seller to the customer, while KeenPals acts as the product supplier, payment collection administrator and fulfilment provider.

1.6 The relevant reseller and KeenPals may each have responsibilities for protecting customer information, depending on their respective purposes and roles in processing that information.

1.7 KeenPals is responsible for personal information it processes for its own business operations and for fulfilling the privacy obligations applicable to its role.

1.8 Where KeenPals processes information on behalf of a reseller, the applicable responsibilities will be governed by law and the relevant business arrangements.

2. INFORMATION WE COLLECT

We collect personal information reasonably necessary to operate, secure and improve our services.

The categories of information collected depend on whether you are a reseller, customer, website visitor or another Platform user.

2.1 Personal Information

We may collect:

Full name.
Telephone number.
Email address.
Residential or delivery address.
Business or shop name.
National identification information where reasonably required for lawful verification.
Profile photograph, where voluntarily provided.
Account registration and verification information.
Information submitted through contact forms or customer support channels.

We aim to collect only the information necessary for the relevant purpose.

2.2 Reseller Business & Account Information

For registered or prospective resellers, we may collect:

Reseller account and registration details.
Business or trading name.
Business contact information.
Storefront name, logo and branding materials.
Product listings and pricing preferences.
Order history and sales records.
Reseller profit and payout records.
Payment confirmations and transaction references.
Delivery and fulfilment records.
Customer support interactions.
Account activity, verification and security records.
Relevant onboarding and SOP acceptance records.

This information supports account administration, business operations, financial reconciliation and compliance.

2.3 Customer Information Collected Through Reseller Storefronts

When customers place orders through KeenPals-powered storefronts, we may collect:

Customer name.
Mobile telephone number.
Email address, where provided or required.
Delivery address and location details.
Product selections, sizes, colours and quantities.
Order identification number.
Purchase amount and applicable delivery charges.
Selected order type.
Payment status and transaction reference.
Delivery instructions.
Order confirmation, dispatch and delivery status.
Cancellation, return, rejection, exchange and refund information.
Communications relating to the order.

This information may be collected directly from customers through a Storefront or provided by the reseller through an authorized KeenPals system.

The reseller and KeenPals may access relevant order information to perform their respective responsibilities.

2.4 Payment & Financial Information

We may process payment-related information necessary to administer customer transactions and reseller payouts.

This may include:

Payment amount.
Payment method.
Transaction reference.
Payment confirmation status.
Mobile Money information necessary for authorized payments or refunds.
Refund and reconciliation records.
Reseller payout details.

Payments may be processed through approved third-party payment providers.

Where payment information is collected directly by a payment provider, that provider may process the information under its own privacy and security arrangements.

KeenPals does not require customers to disclose confidential Mobile Money PINs or one-time authentication codes to KeenPals staff or resellers.

2.5 Technical & Usage Information

When individuals access our websites, applications or storefronts, we may collect technical information such as:

Device type.
Operating system.
Browser or application version.
IP address.
Login timestamps.
Session information.
Security and authentication logs.
Pages or features accessed.
Cookies and similar technologies.
Diagnostic information and error reports.

This information helps us operate the Platform, maintain security, identify technical problems and improve performance.

2.6 Customer Support & Communications

When you contact KeenPals or interact with support services, we may collect:

Your name and contact details.
The subject of your enquiry.
Messages and information you provide.
Relevant order or account references.
Records of complaint resolution.
Communication history where retained through our approved systems.

We use this information to respond to enquiries, investigate complaints and maintain appropriate service records.

3. HOW WE USE YOUR INFORMATION

We use personal information for legitimate and lawful business purposes, including:

3.1 Account Management

Creating and managing reseller accounts.
Verifying user identities where necessary.
Processing reseller applications.
Managing account access and permissions.
Administering onboarding and SOP requirements.

3.2 Order Processing & Fulfilment

Receiving and recording customer orders.
Verifying product availability.
Facilitating reseller order confirmation.
Preparing and packaging products.
Coordinating dispatch and delivery.
Processing cancellations, returns, exchanges and refunds.
Maintaining order history and transaction records.

3.3 Payment Collection & Reconciliation

Processing and verifying customer payments.
Administering COD collections.
Reconciling transactions.
Calculating reseller profits.
Processing authorized reseller payouts.
Investigating payment discrepancies and suspected fraud.
Administering approved refunds.

3.4 Customer & Reseller Communications

Sending order confirmations.
Providing dispatch and delivery notifications.
Communicating cancellations, declined orders and returns.
Responding to customer enquiries.
Providing important service and security notices.
Communicating operational updates to resellers.

3.5 Platform Operations & Improvement

Maintaining website and application functionality.
Improving customer and reseller experiences.
Diagnosing technical problems.
Monitoring service reliability.
Conducting internal business analysis.
Improving inventory, fulfilment and operational processes.

3.6 Security & Compliance

Preventing fraud and unauthorized access.
Investigating suspicious activity.
Enforcing applicable Terms & Conditions and SOPs.
Maintaining necessary audit records.
Meeting legal, regulatory, tax and accounting obligations.
Protecting the rights and security of customers, resellers and KeenPals.

We will not use personal information for materially unrelated purposes without an appropriate lawful basis and any notice or consent required by law.

4. LEGAL BASIS FOR PROCESSING PERSONAL INFORMATION

KeenPals processes personal information only where an appropriate lawful basis exists under applicable data protection law.

Depending on the circumstances, this may include:

4.1 Consent: Where an individual has provided valid consent for a specified purpose, such as certain promotional communications.

4.2 Contractual Necessity: Where processing is necessary to enter into or perform a contract, including administering reseller accounts or fulfilling applicable service commitments.

4.3 Legal Obligations: Where information must be processed or retained to comply with applicable legal, accounting, tax or regulatory requirements.

4.4 Legitimate Business Interests: Where permitted by law and appropriately balanced against individual rights, including Platform security, fraud prevention, service administration and operational improvement.

4.5 Other Lawful Grounds: Where processing is otherwise authorized or required under applicable Ghanaian law.

Consent is not the sole legal basis for processing information needed to fulfil an order.

Where processing relies on consent, individuals may withdraw that consent in accordance with applicable law.

Withdrawal of consent does not automatically invalidate processing lawfully carried out before withdrawal.

5. COOKIES & TRACKING TECHNOLOGIES

5.1 KeenPals may use cookies and similar technologies on its websites and reseller storefronts.

5.2 These technologies may be used to:

Maintain user sessions.
Remember preferences.
Support shopping cart and checkout functionality.
Improve website performance.
Detect suspicious activity.
Understand how visitors use our services.
Identify and resolve technical problems.

5.3 Some cookies may be necessary for the operation and security of the Platform.

5.4 Other cookies, including non-essential analytics or advertising technologies, will be used subject to applicable notice and consent requirements.

5.5 Users may manage cookies through their browser or device settings.

5.6 Disabling essential cookies may affect login, shopping cart, checkout or other Platform functions.

5.7 Where required, additional information about specific cookies, their purposes and retention periods will be provided through an appropriate cookie notice or preference mechanism.

6. DATA SHARING & DISCLOSURE

KeenPals does not sell personal information to third parties.

We may share personal information where reasonably necessary and lawful for the operation of our services.

6.1 Sharing Between KeenPals and Resellers

When a customer places an order through a KeenPals-powered Storefront, relevant information may be accessible to both KeenPals and the reseller operating that Storefront.

The reseller may receive information necessary to:

Identify and confirm customer orders.
Communicate with the customer.
Provide customer support.
Address order-related enquiries.
Resolve complaints, cancellations and returns.

KeenPals may use the same information to:

Verify and process the order.
Collect or verify payment.
Prepare and package products.
Coordinate delivery.
Process refunds and financial reconciliation.
Maintain operational and transaction records.

Resellers must not use customer information obtained through the Platform for unauthorized purposes.

Customer information from one reseller's Storefront must not be made available to unrelated resellers except where there is a valid lawful reason and appropriate authorization.

6.2 Delivery & Logistics Providers

We may share information with authorized delivery personnel and logistics providers, including:

Customer name.
Contact number.
Delivery address.
Order reference.
Relevant delivery instructions.
Information necessary for authorized payment collection.

Such information must be used for the applicable delivery or logistics purpose.

6.3 Payment Service Providers

We may share necessary transaction information with authorized payment processors, financial institutions and payment service providers.

This may be required to:

Verify payments.
Process collections.
Complete refunds.
Administer payouts.
Investigate disputed transactions.
Meet financial compliance requirements.

6.4 Technology & Communication Service Providers

We may use third-party providers for:

Website and application hosting.
Cloud infrastructure.
Database services.
SMS delivery.
Email delivery.
Authentication and security.
Technical support.
Other necessary operational functions.

These providers may process relevant personal information under appropriate contractual, confidentiality and security arrangements.

6.5 Legal & Regulatory Authorities

We may disclose information where required or lawfully permitted by:

Applicable legislation.
A valid court order.
A lawful regulatory request.
An authorized investigation.
Other legally recognized obligations.

6.6 Business Transfers

If KeenPals undergoes a merger, acquisition, restructuring or transfer of business assets, relevant personal information may be transferred where lawful and necessary.

Appropriate safeguards and notices will be provided where required.

7. DATA SECURITY

7.1 KeenPals implements reasonable technical and organizational measures to protect personal information against unauthorized access, loss, misuse, alteration or disclosure.

7.2 Depending on the system and information involved, these measures may include:

Secure servers and encrypted connections.
Access controls and role-based permissions.
Authentication and verification mechanisms.
OTP and session security.
Restricted administrative access.
Security monitoring.
Software updates and vulnerability management.
Backup and recovery procedures.
Appropriate internal confidentiality requirements.

7.3 Access to customer information should be limited to authorized personnel, the relevant reseller and service providers who require the information for legitimate purposes.

7.4 Resellers are responsible for protecting their account credentials and preventing unauthorized access to customer information.

7.5 No internet-based service can guarantee absolute security.

7.6 Where a personal data security incident occurs, KeenPals will investigate and take appropriate remedial steps, including any notifications required by applicable law.

7.7 Users should promptly report suspected unauthorized access or misuse of personal information.

8. DATA RETENTION

8.1 KeenPals retains personal information only for as long as reasonably necessary for the purposes for which it was collected or as otherwise required or permitted by law.

8.2 Retention periods may depend on:

The nature of the information.
The duration of the reseller or customer relationship.
Order fulfilment requirements.
Accounting and tax obligations.
Payment reconciliation.
Fraud prevention.
Complaint and dispute resolution.
Applicable legal or regulatory requirements.

8.3 Reseller account information may be retained while the account remains active and for an appropriate period afterward where necessary.

8.4 Customer order and payment records may be retained for applicable transaction, accounting, dispute-resolution and legal purposes.

8.5 Technical logs and communications may be retained for periods appropriate to their security and operational purposes.

8.6 When information is no longer required, KeenPals will take appropriate steps to delete, anonymize or securely dispose of it.

8.7 Where an individual requests deletion, KeenPals will assess the request in accordance with applicable law and any legitimate retention obligations.

9. YOUR PRIVACY RIGHTS

Subject to applicable Ghanaian law, individuals may have the right to:

9.1 Access: Request information about personal data held or processed concerning them.

9.2 Correction: Request correction of inaccurate, incomplete or outdated personal information.

9.3 Deletion: Request deletion of personal information where legally applicable.

9.4 Objection: Object to certain processing activities where the law provides that right.

9.5 Withdrawal of Consent: Withdraw consent for processing activities that rely on consent.

9.6 Direct Marketing Preferences: Object to or opt out of direct marketing communications as permitted by law.

9.7 Complaints: Raise concerns about the handling of personal information and seek assistance from the appropriate data protection authority.

Privacy requests may be submitted through the contact details provided in this Policy.

KeenPals may request reasonable identity verification before responding to a request involving personal information.

We will respond within the periods and in the manner required by applicable law.

Certain requests may be subject to lawful exceptions, including obligations to retain transaction or financial records.

10. RESELLER RESPONSIBILITIES FOR CUSTOMER DATA

10.1 Resellers are independent sellers and may receive customer personal information through their KeenPals-powered Storefronts.

10.2 Resellers must handle customer information responsibly, lawfully and in accordance with the applicable KeenPals SOPs and agreements.

10.3 Resellers must:

Use customer information only for authorized business purposes.
Protect customer contact and delivery details.
Prevent unauthorized access or disclosure.
Avoid selling or unlawfully sharing customer information.
Avoid using customer information for fraudulent or misleading activities.
Comply with applicable data protection requirements.
Cooperate with legitimate privacy requests and investigations.
Report suspected customer data breaches affecting the Platform promptly to KeenPals.

10.4 Resellers must not use customer information obtained from one Storefront to promote unrelated businesses without an appropriate lawful basis.

10.5 Where a reseller wishes to send independent marketing communications to customers, the reseller is responsible for satisfying applicable notice, consent and marketing requirements.

10.6 KeenPals may restrict reseller access to customer information where necessary to protect privacy, prevent misuse or comply with legal requirements.

10.7 KeenPals is not automatically responsible for unauthorized activities independently undertaken by a reseller outside KeenPals' control. However, this provision does not exclude any responsibility KeenPals may have under applicable law.

11. CHILDREN'S PRIVACY

11.1 KeenPals reseller registration is intended for individuals aged eighteen (18) years and above.

11.2 KeenPals-powered storefronts are intended for customers who have the legal capacity to make purchases or who act through an authorized parent, guardian or representative.

11.3 We do not knowingly solicit unnecessary personal information directly from children.

11.4 If we become aware that personal information relating to a child has been collected or processed without an appropriate lawful basis or required authorization, we will take appropriate steps in accordance with applicable law.

11.5 Parents or guardians may contact KeenPals regarding concerns about a child's personal information.

12. INTERNATIONAL DATA TRANSFERS

12.1 KeenPals may use technology and service providers whose systems, servers or personnel are located outside Ghana.

12.2 As a result, personal information may be stored, accessed or processed internationally.

12.3 Where international transfers occur, KeenPals will take appropriate steps to comply with applicable Ghanaian data protection requirements.

12.4 These steps may include suitable contractual arrangements, security measures, access restrictions and other legally recognized safeguards.

12.5 We will not knowingly transfer personal information internationally in a manner that violates applicable law.

13. THIRD-PARTY WEBSITES & SERVICES

13.1 The Platform may contain links to third-party websites, payment services or other external resources.

13.2 Such third parties may operate under their own privacy policies and terms.

13.3 KeenPals does not control the independent privacy practices of third-party websites.

13.4 Users are encouraged to review the privacy policies of external services before providing personal information.

13.5 This provision does not remove any legal responsibilities KeenPals may have regarding third-party providers engaged to process personal information on its behalf.

14. POLICY UPDATES

14.1 KeenPals may update this Privacy Policy to reflect changes in business operations, technology, service offerings or legal requirements.

14.2 The current version will be published on the official KeenPals website.

14.3 The effective date or last-updated date will indicate the applicable version.

14.4 Where material changes affect how personal information is processed, we will provide additional notice or seek consent where required by law.

14.5 Updated processing practices will be subject to the applicable legal requirements.

14.6 Continued use of the Platform does not replace consent where fresh consent is legally required.

15. CONTACT INFORMATION

For questions, privacy concerns, suspected misuse of personal information or requests to exercise applicable data protection rights, please contact:

keenPals
Business Type: Partnership
Country: Republic of Ghana
Official Website: https://keenpals.com
Email: support@keenpals.com
Phone: +233 (0) 303 961 873
Registered Business Address:

Where a privacy concern relates to KeenPals' order processing, payment collection or fulfilment activities, customers may contact KeenPals directly.

16. PRIVACY IN RESELLER STOREFRONTS

16.1 KeenPals provides the technology and operational infrastructure supporting independent reseller storefronts.

16.2 Each Storefront operates under the relevant reseller's business identity.

16.3 When customers place orders, personal information is collected to facilitate the transaction between the customer and the reseller.

16.4 KeenPals processes the information necessary to supply products, administer payments and fulfil the order.

16.5 The reseller may access relevant customer information for order confirmation, customer communication and support.

16.6 KeenPals may maintain centralized order records across participating storefronts for legitimate operational, financial, security and compliance purposes.

16.7 Resellers should not be able to access another reseller's customer records unless specifically authorized for a lawful purpose.

16.8 Customer-facing Storefronts should provide access to this Privacy Policy and the applicable Terms & Conditions.

16.9 Where a reseller independently collects or processes additional personal information outside the KeenPals Platform, that reseller is responsible for providing any additional privacy notices required by law.

16.10 KeenPals and resellers must cooperate, as appropriate, in responding to legitimate customer privacy requests relating to shared transactions.

17. TRANSACTIONAL SMS & CUSTOMER NOTIFICATIONS

17.1 KeenPals may send transactional SMS messages and other order-related communications to customers through approved communication service providers.

17.2 Such communications may include:

Order confirmation.
Order dispatch.
Successful delivery.
Order cancellation.
Declined orders.
Returned orders.
Other necessary transaction or service information.

17.3 Notifications may be sent using a centralized sender identity while including the name of the reseller's Storefront.

17.4 For example, an order notification may identify the Storefront where the customer made the purchase.

17.5 To deliver these notifications, KeenPals may share necessary information with its communication provider, including the recipient's telephone number and message content.

17.6 Transactional communications are used to administer existing orders and provide necessary service information.

17.7 Transactional notifications will not automatically be treated as permission to send unrelated promotional messages.

17.8 Promotional SMS or other direct marketing communications will be subject to applicable consent and privacy requirements.

17.9 Customers may contact the relevant reseller or KeenPals to correct an inaccurate contact number or raise concerns about order notifications.

18. PAYMENT PROCESSING & CUSTOMER FINANCIAL DATA

18.1 KeenPals may administer customer payment collection on behalf of participating resellers.

18.2 Payment processing may involve authorized payment gateways, Mobile Money services, banks or other financial service providers.

18.3 KeenPals may collect and retain transaction references, payment status information, amounts and other information necessary for payment verification and reconciliation.

18.4 Payment service providers may independently process certain information under their own legal obligations and privacy policies.

18.5 KeenPals may share relevant transaction information with the reseller to confirm payment and manage the order.

18.6 Resellers must not request customers' confidential payment credentials, including Mobile Money PINs or one-time authentication codes.

18.7 Payment information may be retained where necessary for refunds, reconciliation, accounting, fraud prevention and compliance.

19. CUSTOMER COMPLAINTS, RETURNS & REFUNDS

19.1 Personal information may be processed when customers request assistance concerning orders, delivery, returns, exchanges, cancellations or refunds.

19.2 This information may include order records, contact details, delivery evidence, payment references and relevant communications.

19.3 KeenPals may share necessary information with the relevant reseller, payment provider or logistics partner to investigate and resolve the matter.

19.4 Information collected during complaints and dispute resolution will be used for legitimate service, operational, legal and compliance purposes.

19.5 Records may be retained for an appropriate period to document the resolution and comply with applicable obligations.

20. DATA PROTECTION GOVERNANCE & ACCOUNTABILITY

20.1 KeenPals recognizes the importance of responsible personal data management.

20.2 We aim to apply appropriate privacy and security practices across our websites, mobile applications, reseller services and customer-facing storefronts.

20.3 KeenPals will maintain or implement appropriate internal controls to govern access to and use of personal information.

20.4 These controls may include staff confidentiality requirements, access restrictions, account security measures, incident reporting and data handling procedures.

20.5 KeenPals will review its privacy and security practices as its services evolve.

20.6 Where applicable, KeenPals will fulfil its registration, accountability, reporting and other obligations under Ghana's data protection framework.

20.7 Resellers are expected to cooperate with reasonable privacy and security requirements relating to their use of the Platform.

END OF PRIVACY POLICY