Legal & Privacy

Privacy Policy

What We Collect

For Your Account:

• Email address (for login and notifications)
• Phone number (for M-Pesa payment alerts)
• Business name (optional, for customization)

For Your Customers:

• Authentication credentials (username/password or MAC address)
• Payment records (M-Pesa transaction IDs, amounts, dates)
• Connection logs (IP address, data usage, session time, device type)
• Stored for 90 days for troubleshooting purposes only

What We DON'T Collect

• ✗ Browsing history or website visits
• ✗ Personal messages or emails
• ✗ Location tracking beyond network connection
• ✗ Social media data
• ✗ Any data not required for billing and network access

How We Use Data

• ✓ Process payments and billing
• ✓ Authenticate network access
• ✓ Generate usage reports
• ✓ Troubleshoot connection issues
• ✓ Send service notifications (outages, billing)

We DO NOT:

• ✗ Show ads based on your data
• ✗ Sell data to third parties
• ✗ Share data with partners (except payment processors like M-Pesa)
• ✗ Use data for AI training without explicit consent
• ✗ Track you across other websites

Data Security

• Encrypted in transit (TLS 1.3)
• Encrypted at rest (AES-256)
• Access logs maintained for audit purposes
• Regular security audits and penetration testing
• Two-factor authentication available

Your Rights

• Access: Export your data anytime from the dashboard
• Deletion: Delete your account and all associated data
• Correction: Update inaccurate information
• Portability: Download data in JSON/CSV format
• Opt-out: Unsubscribe from marketing emails (service emails remain)

Cookies

We use essential cookies only:

• Session management: Keep you logged in
• CSRF protection: Security against attacks

NO tracking or advertising cookies.

Children's Privacy

NetOS is not intended for use by individuals under 18. We do not knowingly collect data from children.

Service Level Agreement (SLA)

Cloud-Hosted Accounts (*.micronet.africa)

What This Means:

99.9% uptime = Maximum 43 minutes downtime per month (excluding maintenance)

Service Credits (If We Fail)

• 99.5% - 99.8%: 10% service credit
• 99.0% - 99.4%: 25% service credit
• Below 99.0%: 50% service credit

To Claim Credit

Email support@micronet.africa within 7 days with:

• Your account subdomain
• Date and time of outage
• Impact description (screenshots helpful)

Monitoring & Transparency

• Public status page: status.micronet.africa (coming soon)
• Automated uptime checks every 60 seconds
• Incident notifications via email
• Monthly uptime reports in dashboard

Self-Hosted Installations

Support Response Times

Free Tier:

• Email support: 48 hours
• Community forum: Best effort

Growth Plan:

• Email support: 24 hours
• Chat support: Business hours (8am-6pm EAT, Mon-Fri)

Enterprise:

• Priority support: 4 hours
• 24/7 phone support available
• Dedicated account manager

Data Protection & Security

Compliance Status

GDPR-Inspired Practices

Even before formal registration, we follow:

• Data minimization: Collect only what's needed
• Purpose limitation: Use data only as stated
• Storage limitation: Delete after retention period
• Integrity and confidentiality: Encryption at rest and in transit
• Accountability: Documented processes and audits

Data Storage Location

• Cloud accounts: Kenya-based servers
• Backups: Encrypted, geo-redundant within Kenya
• Self-hosted: Your chosen location (you control)

Data Retention

• Active accounts: As long as account remains active
• Closed accounts: 30 days grace period for data export
• Payment records: 7 years (Kenyan tax law compliance)
• Connection logs: 90 days (troubleshooting only)
• Backups: 30 days rolling retention

Data Processors We Use

• Safaricom M-Pesa: Payment processing only
• Email provider: Transactional emails only (no marketing)
• Cloud hosting: Kenya-based infrastructure providers

All processors are contractually bound to data protection standards.

Security Measures

• ✓ Two-factor authentication (2FA) available
• ✓ Role-based access control (RBAC)
• ✓ Encrypted database connections
• ✓ Regular security patches (weekly)
• ✓ Penetration testing (annually)
• ✓ Web Application Firewall (WAF)
• ✓ DDoS protection
• ✓ Incident response plan

Data Breach Protocol

If a breach occurs, we will:

1. Contain the breach (within 1 hour of detection)
2. Assess the impact (within 6 hours)
3. Notify affected users (within 24 hours)
4. Report to authorities (within 72 hours, when required)
5. Provide mitigation steps (password resets, 2FA enforcement)
6. Publish incident report (within 7 days)

Your Responsibilities

• Keep login credentials secure (use strong passwords)
• Enable 2FA when available
• Review access logs regularly
• Report suspicious activity immediately
• Ensure your own customers' data is handled legally

Liability & Warranty

Cloud-Hosted Accounts

Limited Warranty:

• Service will function substantially as documented
• 99.9% uptime target (see SLA)
• Security measures in place as described

Our Liability Cap:

We Are NOT Liable For:

• ✗ Lost revenue due to service outages
• ✗ Third-party service failures (M-Pesa downtime, ISP issues)
• ✗ Customer disputes about your billing practices
• ✗ Data loss due to your actions (accidental deletion)
• ✗ Regulatory compliance violations by you
• ✗ Consequential, indirect, or punitive damages

Self-Hosted Installations

General Disclaimers

NetOS is a tool, not a legal service:

• You are responsible for tax compliance (VAT, income tax, etc.)
• You are responsible for data protection compliance
• You must have legal right to operate a WiFi business
• You must comply with Kenyan telecom regulations (CAK)
• You must have proper customer agreements

Indemnification

You agree to indemnify Micronet against claims arising from:

• Your use of the Service
• Your customer agreements and billing practices
• Your business operations
• Violations of laws or regulations
• Third-party intellectual property claims

Force Majeure

We are not liable for failures due to events beyond our reasonable control:

• Natural disasters (floods, earthquakes, fires)
• Government actions or regulations
• Internet backbone failures
• Large-scale cyberattacks (DDoS targeting Kenya infrastructure)
• Power outages affecting data centers
• Pandemics or public health emergencies

Dispute Resolution

Any disputes will be resolved through:

1. Negotiation: Good faith discussion (30 days)
2. Mediation: Neutral third party (if negotiation fails)
3. Arbitration: Binding arbitration in Nairobi, Kenya

Kenyan law governs these terms.

Legal & Compliance Contact

Business Hours

• Monday - Friday: 8:00 AM - 6:00 PM EAT
• Saturday: 9:00 AM - 1:00 PM EAT
• Sunday: Closed (Emergency support via email)

These terms were last updated in January 2025. We may update them with 30 days notice to registered users. Continued use of the Service constitutes acceptance of updated terms.