Medix East Africa Limited is committed to protecting your privacy. This Privacy Policy explains how we collect, use, store, and protect your personal information when you visit our website (www.medixeastafrica.com), contact us, or engage our services. Please read this policy carefully. By using our website or sharing your information with us, you agree to the practices described in this policy.
1. Who We Are
Medix East Africa Limited (“Medix”, “we”, “us”, or “our”) is a medical equipment and laboratory solutions company registered in Kenya. We supply medical devices, laboratory equipment, reagents, consumables, and related services to hospitals, clinics, laboratories, and healthcare facilities across East Africa.
We are the data controller responsible for your personal information collected through our website and business operations.
You can contact us at:
- Email: sales@medixafrica.com
- Phone / WhatsApp: 0726 022 122
- Address: Ruiru, Kiambu County, Kenya
- Website: www.medixeastafrica.com
2. What Information We Collect
We may collect the following categories of personal information:
a) Information you give us directly: This includes your name, job title, organisation or facility name, email address, phone number, physical address, and any other information you provide when you fill in a contact form, book an appointment, send us a WhatsApp message, or communicate with us by any other means.
b) Order and transaction information: When you request a quotation or place an order, we collect details about the products or services requested, delivery address, payment information (where applicable), and correspondence related to your order.
c) Website usage information: We may automatically collect technical information about your visit to our website, including your IP address, browser type, device type, pages visited, time spent on pages, and referring website. This is collected through cookies and similar technologies.
d) Communication records: We retain records of your communications with us, including emails, WhatsApp messages, and phone call notes, for the purpose of managing our business relationship with you.
3. How We Use Your Information
We use the personal information we collect for the following purposes:
- To respond to your enquiries, quotation requests, and appointment bookings.
- To process and fulfil your orders and arrange delivery of Goods or Services.
- To send you order confirmations, invoices, delivery updates, and other transactional communications.
- To provide after-sales support, maintenance scheduling, and technical assistance.
- To keep you informed about relevant products, promotions, events, and company news (only where you have consented or where we have a legitimate business interest).
- To improve our website, services, and customer experience.
- To comply with our legal and regulatory obligations under Kenyan law.
- To maintain accurate business records for accounting and audit purposes.
4. Legal Basis for Processing
We process your personal data on the following legal grounds under the Kenya Data Protection Act, 2019:
Contract performance: We process your data where it is necessary to fulfil an order or service agreement with you.
Legitimate interests: We process your data where we have a legitimate business interest, such as responding to enquiries, improving our services, and maintaining business records, provided this does not override your rights.
Consent: Where we send you marketing communications or use non-essential cookies, we rely on your consent. You may withdraw consent at any time.
Legal obligation: We process your data where required to comply with applicable Kenyan laws and regulations.
5. How We Share Your Information
We do not sell, rent, or trade your personal information to third parties. We may share your information in the following limited circumstances:
Service providers: We may share your information with trusted third-party service providers who assist us in operating our business, such as courier and logistics companies, IT service providers, and payment processors. These parties are bound by confidentiality obligations and may only use your data for the specific purpose we have engaged them for.
Manufacturers and principals: Where you have purchased equipment that requires manufacturer warranty registration, technical support, or spare parts sourcing, we may share relevant details with our principal suppliers.
Legal compliance: We may disclose your information where required to do so by law, court order, or government authority, or to protect the rights, property, or safety of Medix East Africa, our customers, or the public.
Business transfer: In the event of a merger, acquisition, or sale of all or part of our business, your personal data may be transferred to the relevant party, subject to the same privacy protections.
6. WhatsApp and Direct Messaging
Medix East Africa Limited uses WhatsApp as a primary channel for customer communication, quotation requests, and order enquiries. When you contact us via WhatsApp, your phone number and the content of your messages are received and stored by us for the purpose of responding to your enquiry and managing our business relationship.
Please note that WhatsApp is operated by Meta Platforms Inc. and is subject to WhatsApp’s own Privacy Policy. We encourage you to review WhatsApp’s privacy terms separately.
We will not use your WhatsApp number to send unsolicited marketing messages. We will only contact you via WhatsApp in connection with your enquiry, order, or an ongoing business relationship.
7. Cookies and Website Tracking
Our website may use cookies and similar tracking technologies to improve your browsing experience and understand how visitors use our site. Cookies are small text files placed on your device when you visit a website.
We may use the following types of cookies:
Essential cookies: Required for the website to function correctly. These cannot be disabled.
Analytics cookies: Help us understand how visitors interact with our website so we can improve it. We may use tools such as Google Analytics for this purpose.
Functional cookies: Remember your preferences to enhance your experience.
You can control cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of our website. For more information about managing cookies, visit www.aboutcookies.org.
8. Data Retention
We retain your personal data only for as long as necessary for the purposes for which it was collected, or as required by law. Our standard retention periods are as follows:
- Customer order and transaction records: 7 years from the date of the transaction, in accordance with Kenyan tax and accounting requirements.
- Enquiry and quotation records: 2 years from the date of last contact, unless an order is placed.
- Website analytics data: Up to 26 months.
- Marketing consent records: Until consent is withdrawn or 3 years from last interaction, whichever is sooner.
After the applicable retention period, your data will be securely deleted or anonymised.
9. How We Protect Your Information
We take the security of your personal information seriously and implement appropriate technical and organisational measures to protect it against unauthorised access, loss, destruction, or disclosure. These measures include:
- Secure storage of digital records with access restricted to authorised personnel only.
- Use of password-protected systems and encrypted communications where appropriate.
- Staff training on data protection and confidentiality obligations.
- Regular review of our data security practices.
While we take all reasonable steps to protect your information, no method of transmission over the internet or electronic storage is 100% secure. We cannot guarantee absolute security, but we will notify you promptly if we become aware of any data breach that affects your information.
10. Your Rights
Under the Kenya Data Protection Act, 2019, you have the following rights in relation to your personal data:
Right of access: You have the right to request a copy of the personal information we hold about you.
Right to rectification: You have the right to request that we correct any inaccurate or incomplete information we hold about you.
Right to erasure: You have the right to request that we delete your personal data where it is no longer necessary for the purpose for which it was collected, or where you withdraw consent.
Right to restrict processing: You have the right to request that we limit how we use your data in certain circumstances.
Right to object: You have the right to object to our processing of your data for direct marketing purposes or where we rely on legitimate interests.
Right to data portability: You have the right to receive your personal data in a structured, machine-readable format where processing is based on your consent or a contract.
To exercise any of these rights, please contact us at sales@medixafrica.com. We will respond to your request within 21 days. We may need to verify your identity before processing your request.
If you are not satisfied with how we handle your personal data, you have the right to lodge a complaint with the Office of the Data Protection Commissioner of Kenya.
11. Marketing Communications
From time to time, we may send you information about our products, services, events, and promotions that we believe may be of interest to you. We will only do this where:
- You have given us your consent to receive such communications, or
- You are an existing customer and we are communicating about similar products or services.
You can opt out of marketing communications at any time by:
- Replying “STOP” or “Unsubscribe” to any marketing message.
- Sending an email to sales@medixafrica.com requesting removal from our mailing list.
Please note that opting out of marketing communications will not affect transactional communications related to your orders or enquiries.
12. Third-Party Websites and Links
Our website may contain links to third-party websites, including those of our brand partners and manufacturers. These websites have their own privacy policies, which we do not control and are not responsible for. We encourage you to review the privacy policy of any third-party website you visit through a link on our site.
13. Children’s Privacy
Our website and services are not directed at children under the age of 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us immediately at sales@medixafrica.com and we will delete it promptly.
14. International Data Transfers
Your personal data is primarily stored and processed in Kenya. In some cases, where we work with international service providers (such as cloud storage or email services), your data may be transferred to and processed in other countries. Where this occurs, we take steps to ensure that appropriate safeguards are in place to protect your information in accordance with the Kenya Data Protection Act, 2019.
15. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. The updated version will always be available on our website at www.medixeastafrica.com/privacy-policy. We encourage you to review this policy periodically. Where changes are significant, we will take reasonable steps to notify you.