Privacy Policy and Cookies

Your privacy is important to you, and as a valued customer that means it is important to us. We are committed to protecting any personal information you entrust to us. This page describes how we use and will not use your personal information and how we use cookies on our website. From time to time we may change this information so please check this page regularly.

What kind of personal information does Moian ask for?

When you make a booking with Moian, we will ask for your name, address, email address, telephone number. In some cases, such as making a booking with home hosts, you will be required to provide a photocopy of your National Identification Card. To make it easier to make and manage bookings, you can create an account so you don’t have to enter these details every time you use Moian.

Since you will be paying partially or fully online, we will ask for your payment information via an online payment system, iPay. We know that your credit/debit card information is very sensitive, so unlike other booking websites, we don’t share it with our accommodation partners. There is also an option of paying for the services through Mpesa which will favour a lot of people. 

We will also gather information in the background when you visit Moian. This may include your IP address, device type, internet browser, operating system, location, and certain settings. All of this is so that we can make sure we’re offering you the best service we can.

What does Moian use your personal information for and who do we share it with?

Bookings: We use the information you give us to manage your bookings and to share some of it with the accommodation provider so that they know who to expect.

Customer Service: Giving the best customer service possible is very important to us. We use your information to make sure we serve you as well as we can. If we work with 3rd parties as part of our customer service we may share your information with them (e.g. if you ask us to book transport for you)

Account administration and personalisation: We link all of your bookings to your account, using your information and booking history to allow you to manage your account in the most user-friendly way possible. We may use this information to personalise your account and the way our website looks to you, to ensure it’s as relevant to your needs as possible.

Guest reviews: We’ll use your information to contact you following a stay or a meal, asking you to rate the accommodation or the restaurant booking and our website to help future visitors to Moian.

Marketing activities: We may use your information and booking history to send you newsletters and special offers relevant to you via email, SMS and push notifications. Of course, you can choose to opt-out of these at any time. We may also use this information to show a customised selection of offers, accommodation, restaurants, and food services to you when you use our services. From time to time, we may contact you by phone to suggest offers we think would be of interest to you. We sometimes ask our customers to take part in market research. If you do so, any personal information gathered as part of the research will only be used with your consent.

Other communications: There may be other times when we need to get in touch with you for specific reasons and will use your information to do this. Examples of this include: responding to specific requests or direct communications from you; contacting you to finalise, confirm or change a booking; asking you to review our services or those of our accommodation partners.

Fraud detection and prevention: We are committed to keeping Moian as safe and secure as possible. To help us do that we may use your information for the detection and prevention of fraud, and other unwanted activities.

Improving our services: We constantly analyse the way people use our services to improve our offering and customer experience. To do this we use your information and data on how you use our services.

How does Moian use social media?

We use social media to promote and improve our services and those of our accommodation provider partners. When you click on a social media button on Moian, information is shared with your social media provider and may be displayed on your profile and/or shared with your network.

We may enable you to sign in to Moian using your social media accounts. If you choose to do this your social media provider will tell you which of your information will be shared with Moian before confirmation.

Moian maintains pages and profiles on several social media platforms. If you connect to Moian the social media service provider may share your information with Moian. This information helps us to improve our services and tailor them to you.

When does Moian share your data with third parties?

Accommodation and food services partners: We share your relevant personal information (but not your payment card information) with the accommodation provider so they can know who to expect and prepare as per your booking. This may include the names of those travelling, contact details, and booking preferences.

Third-party service providers: We may use third-party service providers for some parts of our business, in which case we will share your information with them. These may include marketing/advertising companies, outsourced customer care, payment providers, analytics and consulting companies. These third-party providers will be bound by confidentiality agreements and will not be allowed to use your personal information for any purposes other than for the specific work they do for us. 

Our business partners and affiliates: Moian works with a network of business partners and affiliates to distribute accommodation, including but not limited to, Tour Operators, Travel Agents. In this case, we may share some of the information associated with your booking with these partners so they can manage your reservation and for marketing purposes. In this case, the use of your personal information will be subject to the terms and conditions of the business partner in question.

Competent authorities: Where required to do so by law, we will share your personal information with government or investigative authorities (or any regulation having the force of law). Examples of when this might happen to include court orders, subpoenas and orders arising from legal processes and criminal investigations. We may also disclose your data if it is deemed necessary for the prevention, detection or prosecution of criminal acts.

How does Moian use mobile devices?

We have a version of our website optimised specifically for mobile devices and an android mobile app. The way we use and share your personal information when you access our site via mobile is much the same as for the regular website, with the addition that they may use location services to tailor the experience to where you are at the time.

How does Moian use guest reviews you give us?

After your booking and stay with a Moian accommodation partner, we may contact you to ask for your feedback on Moian and/or the accommodation partner and/or the destination. If you complete a guest review you agree that we may use the review to inform future guests of your opinion and for marketing purposes. The way we use guest reviews is explained in more detail in our Terms and Conditions.

Cookies

What are cookies?

A cookie is a small piece of information that a website places on your computer when you visit so that it knows something about you the next time you visit, or so that other websites know something about your browsing behaviour or the choices you make.

How does Moian use cookies?

At Moian we use several types of cookies:

Technical cookies allow us to adapt our website to each visitor to give the most user-friendly service possible, make it function correctly, create your account and allow you to log in and manage your bookings. Without these, the website wouldn’t work properly.

Functional cookies act to remember your preferences to save you time and effort on subsequent visits. For example, they allow us to remember your language and currency preferences and the hotels and destinations you search for most.

Analytics cookies are used by our teams to continuously improve our website. They give us information about such things as how you reach and leave the website (which we use for marketing purposes), and how you interact with the website e.g. which pages you visit and for how long, and how you move around a page, where you click and scroll, what you search for, etc. All of the information we gather with analytics cookies is anonymous – it doesn’t tell us who you are.

Commercial cookies let us create effective targeted marketing campaigns on other websites (“retargeting campaigns”) By using these we make sure that we only show you adverts for accommodation and destinations you are likely to be interested in based on what you tend to search and book.

How long do Moian cookies remain active?

Our cookies have varying lifespans but last for no more than one year from the time of your last visit to our website. You can delete all cookies saved through your browser at any time by going to your browser settings.

Can you recognise Moian cookies?

Yes, you can identify Moian cookies in your browser settings.

Does Moian use third-party cookies?

Yes, we use the services of trusted third-party marketing and analytics companies. To enable their services, these companies need to place cookies. The companies we work with are committed to responsible business and data management practices and standards.

If you wish to control the collection of data for analytical purposes by Google Analytics, visit the Google Analytics Opt-out Browser Add-on.

Who has access to Moian cookies?

Only Moian has access to cookies placed by us. 

How can you manage your cookie preference?

You can set which cookies to accept and reject in your browser settings. Each browser’s settings menus will be slightly different but you can find out how using the browser’s help function.

Opting out of receiving certain cookies may affect your ability to use some functions of our website. If you choose not to receive cookies it does not mean that you won’t be shown online advertising when you browse the web, it simply means those adverts won’t be able to be tailored to your preferences and behaviours.

Does Moian use web beacons?

Moian may sometimes use web beacons in addition to cookies. A web beacon is a tiny image that is delivered to your computer either via a webpage or an email. We may use these web beacons as part of our online advertisements to tell us whether people seeing the adverts then visit our website and if they then go on to make bookings. We may also use them to track the performance of partner websites and to analyse the traffic patterns of visitors.

Security

What security measures does Moian put in place to protect you and your information?

In accordance with data protection laws, we observe reasonable procedures to prevent unauthorised access and the misuse of personal information.

We use appropriate systems and procedures to safeguard the personal information you give us. Our servers are protected by technical and physical restrictions on accessing and using the personal information they contain. Only members of our team who specifically need to use personal information have access to it.

When you pay by credit card, you are redirected to a third-party online payment provider, iPay. iPay is an internationally recognised online payments provider meeting the highest standards of security and stability. Moian does not gather your credit card information.

Children

The services provided by Moian are aimed at adults aged 18 years and above. Our services may only be used by children with the consent of a parent or guardian. If we receive information from a child under 18 years of age, we give users the right to request deletion or allow them to delete it. 

Contact

How can you control the personal information you give to Moian?

You have the right to review the personal data we keep about you. You can request an overview of your personal data that we hold by emailing info@moian.co.ke with the subject line Request for personal information. To help us prevent the fraudulent collection of personal information, please include a scan of your passport or identity card and ensure you send the email from the address linked to your Moian account (if you have one).

If the personal information we hold for you is incorrect, we will update it upon your request. If you would like us to remove your personal information from our database please email customercare@moian.co.ke with the subject line Request for removal of personal information. Please bear in mind that we may need to retain certain information for legal and/or administrative purposes such as record keeping or to detect fraudulent or criminal activities.

Who is responsible for the processing and control of personal information on the Moian website?

Moian controls the processing and control of personal information on its website.

Messages {{unread_count}}
Chat with: {{currentConversation.display_name}}
{{chat.display_name ? chat.display_name[0] : ''}}

{{chat.display_name}}

You: {{chat.last_message.content}}

{{chat.unread_count }}