Security & Compliance

This public statement describes MyHelp’s approach to protecting users, information and services. It applies to our website, application, support operations and household-staffing services. It is a high-level statement and does not disclose confidential security configurations.

MyHelp uses reasonable and appropriate technical, organisational and administrative measures designed to reduce unauthorised access, disclosure, loss, alteration, misuse, fraud and other foreseeable security risks. Our safeguards evolve as our services, technology and risk environment change.

No digital service can guarantee absolute security. Security is a shared responsibility among MyHelp, users and service providers.

We aim to assign responsibility for security and privacy, assess material risks, maintain proportionate policies and procedures, review significant changes, and track remediation. Higher-risk processing may receive additional review, including privacy or security impact assessment where appropriate.

Access to personal and confidential information is intended to be based on business need and least privilege.

• Role-based permissions and restricted administrative access.
• Account authentication, including one-time-password or equivalent controls where supported.
• Periodic access review and removal when access is no longer required.
• Activity logging and review where appropriate for security, support and accountability.
• Additional controls for sensitive records or privileged operations where appropriate.

Household data may include residential addresses, family or children’s information, routines, preferences, access instructions and service requirements. We limit disclosure to authorised people who reasonably need it for matching, interviews, onboarding, service delivery, safety or support. Users must keep such information confidential and use it only for the intended service.

Professional data may include identity and contact details, photographs, work history, references, qualifications, verification results, emergency contacts, reviews and payment-related records. Sensitive records are not intended to be publicly accessible and are shared only for legitimate purposes.

Where appropriate and legally permitted, MyHelp may conduct or facilitate identity, contact, qualification, reference or background checks. The nature and availability of checks can vary by role and data source.

A completed or verified indicator means only that the stated process was performed on the information available at the time. It is not a guarantee of identity, suitability, conduct, reliability or future performance. Customers should exercise independent judgment and follow appropriate household-safety practices.

Because services may involve private homes, children, older persons, pets or other vulnerable circumstances, MyHelp treats safeguarding reports seriously. We may restrict access, preserve relevant records, investigate, cooperate with authorities or take other proportionate action where there is a credible safety concern.

If anyone appears to face immediate danger, contact local emergency services first, then notify MyHelp through the request form or the contact details listed below.

We encourage users to use approved MyHelp channels for service coordination where available, avoid sharing unnecessary sensitive information, verify unexpected requests and never disclose passwords or one-time codes. Calls or messages may be logged or recorded for quality, safety or dispute handling only with appropriate notice and where permitted.

Payments may be processed through authorised providers using their own security controls. We may use transaction, account, device and service information to identify unusual activity, enforce limits, request verification, delay or decline activity, or investigate suspected fraud. MyHelp will not ask you to reveal a one-time password or complete payment credential through an unsolicited message.

Depending on the system and risk, safeguards may include:

• Encrypted network transmission where supported and appropriate protections for stored information.
• Controlled access to systems, files and administrative tools.
• Secure configuration, updates, vulnerability management and change controls.
• Backups, recovery procedures and service-resilience measures.
• Logging, monitoring and alerting for material security or operational events.
• Data minimisation, retention controls and secure disposal.
• Separation of development, testing and production activities where appropriate.

Employees and contractors with access to sensitive information may be subject to appropriate screening, confidentiality obligations, security and privacy training, acceptable-use requirements, and access controls. Access should be changed or removed when responsibilities change or the relationship ends.

MyHelp may use cloud, communications, verification, screening, analytics, support and payment providers. We aim to assess providers proportionately, use contractual confidentiality and data-protection terms, limit provider access, and review material risks. Providers remain responsible for their own systems and legal obligations.

Information may be processed or stored outside Kenya. We take steps required by applicable data-protection law for international transfers and expect relevant providers to maintain appropriate safeguards.

Our compliance approach is guided by applicable Kenyan law, including the Data Protection Act, 2019 and related regulations, and other laws that apply to our services. This statement does not claim certification against any security standard unless MyHelp expressly publishes a current, verifiable certification.

We may monitor systems and records for reliability, misuse, fraud and security events. If an incident occurs, our response may include triage, containment, investigation, recovery, evidence preservation, remediation and lessons learned. We will notify affected persons and authorities where required within applicable statutory timeframes.

Report suspected account compromise, data exposure, fraud or a technical vulnerability through our request form or the contact details below. Include a clear description, affected page or feature, date and time, and safe steps to reproduce. Do not access, alter, download or disclose other people’s data; disrupt services; use social engineering; or publicly disclose an unresolved issue.

We will acknowledge and assess reports as reasonably practicable. This statement does not create a bounty, payment promise or legal safe harbour.

Users help protect the MyHelp community by:

• Keeping devices, accounts, passwords and one-time codes secure.
• Providing accurate information and promptly updating important details.
• Using personal data received through MyHelp only for legitimate service purposes.
• Checking identities and suitability and maintaining appropriate household supervision and safety controls.
• Reporting suspicious activity, safety concerns or suspected compromise promptly.
• Following the Terms & Conditions, Privacy Policy and applicable law.

We periodically review material risks and safeguards and may test, update or replace controls as MyHelp changes. Business-continuity and recovery arrangements are designed proportionately to the services and risks. Specific recovery times or uninterrupted availability are not guaranteed unless agreed in writing.

We may update this statement as our services, safeguards or legal duties change. The updated date will appear at the beginning. This statement should be read with the MyHelp Privacy Policy and Terms & Conditions. If there is a conflict, applicable law and the relevant contractual terms will govern.

For security or compliance questions: