Privacy Policy
Welcome to Service Connect Malawi – Malawi’s trusted freelance and service marketplace connecting freelancers, buyers, employers, and clients across the country. Your privacy is important to us. This Privacy Policy explains how Service Connect Malawi collects, uses, stores, protects, and shares your personal information when you use our website, mobile app, or services.
By accessing or using Service Connect Malawi, you consent to the practices described in this Privacy Policy. If you do not agree, please do not use our platform.
1. Information We Collect
We collect the following categories of information to provide, improve, and secure our freelance services:
1.1 Personal Information
- Full name
- Email address
- Phone number
- Profile photo
- Gender (optional)
- Location (city/district/region in Malawi)
- Skills, experience, portfolio, CV, or work samples
- Government-issued IDs (for identity verification)
1.2 Account & Platform Usage Data
- Profile details and bio
- Services offered or jobs posted
- Projects, proposals, contracts, and milestones
- Reviews, ratings, and feedback
- Transaction and earnings history
- Wallet and withdrawal information
1.3 Payment Information
- Mobile Money details (Airtel Money, TNM Mpamba)
- Bank account information
- Billing receipts and invoices
Note: We do not store full payment card numbers or sensitive card verification data.
1.4 Technical & Usage Information
- IP address
- Browser type and version
- Device type and operating system
- Cookies, pixels, and tracking technologies
- Log files and usage analytics
1.5 Communication Data
- Messages between freelancers and clients
- Support tickets and chat conversations
- Uploaded files and attachments
- Email and notification history
2. How We Use Your Information
We use your personal data in accordance with the Malawi Data Protection Act 2024 for the following purposes:
2.1 To Operate and Improve the Platform
- Create and manage your account
- Enable posting of jobs, bidding, hiring, and project delivery
- Process payments and withdrawals
- Provide customer support
- Analyse and improve platform performance and user experience
2.2 Communication
- Send order updates, project notifications, and messages
- Provide important service alerts and policy updates
- Respond to your support requests
2.3 Personalization
- Recommend relevant jobs, freelancers, or projects
- Tailor search results and marketplace suggestions based on your skills and location
2.4 Safety, Security & Legal Compliance
- Verify identities and prevent fraud
- Detect and prevent suspicious or illegal activity
- Resolve disputes between users
- Enforce our Terms of Service
- Comply with legal obligations in Malawi
We never sell your personal data to third parties for marketing purposes.
3. Cookies & Tracking Technologies
We use cookies and similar technologies to:
- Keep you signed in
- Remember your preferences
- Analyse site traffic and usage
- Deliver personalised content
- Improve security and prevent fraud
You can manage or opt-out of non-essential cookies through our Cookie Consent Manager or your browser settings. For more details, see our Cookie Policy.
4. Sharing Your Information
We share your data only when necessary and with strong safeguards:
4.1 Trusted Service Providers
We work with third-party processors who help us run the platform, including:
- Payment processors (Mobile Money & banks)
- Cloud hosting and infrastructure providers
- Fraud prevention and security tools
- Analytics and customer support services
All service providers are bound by strict data processing agreements.
4.2 Other Users on the Platform
To facilitate transactions, limited profile information (username, profile photo, skills, location, ratings, and delivered work) is visible to the other party in a project.
4.3 Legal Requirements
We may disclose data when required by law, court order, regulatory request, or to protect the rights, property, or safety of Service Connect Malawi, our users, or the public.
5. Data Protection & Security
We take the security of your data seriously and implement appropriate technical and organisational measures in line with the Malawi Data Protection Act 2024, including:
- Encryption of data in transit and at rest
- Secure servers with firewalls and regular updates
- Strict access controls and multi-factor authentication
- Identity verification processes
- Continuous fraud monitoring and security audits
- Staff training on data protection
While we strive to use commercially acceptable means to protect your personal data, no method of transmission or storage is 100% secure. We encourage you to use strong passwords, enable two-factor authentication, and keep your login details confidential.
6. Your Rights Under Malawi Data Protection Law
As a data subject under the Malawi Data Protection Act 2024, you have the following rights:
- Right to access your personal data
- Right to rectification (correct inaccurate data)
- Right to erasure (“right to be forgotten”)
- Right to restrict processing
- Right to data portability
- Right to object to processing
- Right to withdraw consent (where applicable)
- Right to opt-out of non-essential cookies and marketing
How to exercise your rights: Email us at support@serviceconnectmw.com. We will respond within one month. We may request identification to protect your privacy. Most requests are free, though we may charge a reasonable fee for excessive or unfounded requests.
You also have the right to lodge a complaint with the Malawi Communications Regulatory Authority (MACRA).
7. Data Retention
We retain your personal data only for as long as necessary to fulfil the purposes outlined in this policy, including:
- Providing services
- Complying with legal and tax obligations
- Resolving disputes
- Enforcing agreements
When data is no longer needed, we securely delete or anonymise it.
8. Children’s Privacy
Service Connect Malawi is not intended for children under 18 years of age. We do not knowingly collect or process personal data from minors without verifiable parental or guardian consent.
If we discover we have collected data from a child under 16 without consent, we will delete it promptly. Parents/guardians should contact us at support@serviceconnectmw.com if they believe their child has provided data.
9. International Data Transfers
Service Connect Malawi operates primarily in Malawi. Some of our service providers and cloud servers may be located outside Malawi. When transferring data internationally, we ensure appropriate safeguards (such as Standard Contractual Clauses or adequacy mechanisms) are in place to maintain the same level of protection required under the Malawi Data Protection Act 2024.
10. Third-Party Links
Our platform may contain links to external websites or services. This Privacy Policy does not apply to those sites. We are not responsible for their privacy practices. We encourage you to read their policies before sharing any information.
11. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements.
We will post the updated version on this page with a new Effective Date. Material changes will be notified via email, in-app notification, or prominent notice on the platform. We recommend you review this page periodically
12. Contact Us
If you have any questions, concerns, or requests about this Privacy Policy or how we handle your data, please contact us:
- Email: support@serviceconnectmw.com
- Platform: Service Connect Malawi – Empowering Freelancers & Employers Across Malawi
- Contact Us Page
We are committed to resolving your concerns promptly and transparently.
