Data Subject Rights and Request Procedure

Effective Date: 31 July 2026

Last Updated: 31 July 2026

Legal Entity: Makao Hive

1. Introduction

This Data Subject Rights and Request Procedure ("Procedure") explains how individuals may exercise their rights under the Kenya Data Protection Act, 2019 in relation to personal information processed by Makao Hive ("Makao Hive", "we", "our", or "us").

This Procedure supplements our:

• Privacy Policy;
• Terms of Service;
• Cookie Policy; and
• Subprocessors and Data Retention Policy.

2. Who May Submit a Request

The following individuals may submit requests regarding their personal information:

• registered Platform users;
• tenants;
• prospective tenants;
• landlords;
• property managers;
• delegated managers;
• unit owners;
• verifiers;
• guides;
• publishers;
• applicants;
• former users;
• individuals whose personal information is processed by Makao Hive.

Where permitted by law, authorised representatives may submit requests on behalf of another individual.

3. Your Rights

Subject to applicable law, you may have the right to:

• request confirmation that we process your personal information;
• access your personal information;
• receive a copy of your personal information;
• request correction of inaccurate information;
• request completion of incomplete information;
• request deletion of personal information;
• object to certain processing activities;
• request restriction of processing;
• withdraw consent where processing is based on consent;
• request information about how your personal information is processed.

These rights are subject to the limitations and exceptions provided under applicable law.

4. Right of Access

You may request confirmation of whether Makao Hive processes your personal information.

Where applicable, we may provide information including:

• categories of personal information processed;
• purposes of processing;
• sources of personal information;
• categories of recipients;
• retention practices;
• applicable legal bases;
• information about international transfers where relevant.

Where permitted by law, you may also request a copy of your personal information.

5. Right to Rectification

If you believe your personal information is inaccurate, incomplete or outdated, you may request that it be corrected.

Examples include:

• incorrect names;
• outdated contact information;
• inaccurate property ownership information;
• incorrect application details;
• outdated account information.

Makao Hive may request supporting evidence before making corrections.

6. Right to Erasure

You may request deletion of your personal information where permitted by applicable law.

Deletion requests will be considered in light of factors including:

• legal obligations;
• contractual obligations;
• fraud prevention;
• dispute resolution;
• security requirements;
• legitimate business purposes.

Where complete deletion is not legally possible, we may instead restrict processing or retain only the information required by law.

7. Right to Object

Where permitted by law, you may object to certain processing activities.

Examples may include processing for:

• direct marketing;
• certain legitimate interests;
• optional communications.

Makao Hive will consider objections in accordance with applicable law.

8. Withdrawal of Consent

Where processing relies on your consent, you may withdraw that consent at any time.

Examples include consent relating to:

• newsletters;
• promotional communications;
• optional marketing;
• certain optional Platform features.

Withdrawal of consent does not affect processing that occurred before the withdrawal or processing carried out under another lawful basis.

9. Restriction of Processing

You may request that Makao Hive temporarily restrict processing of your personal information in circumstances recognised by applicable law.

During a restriction period, we may continue processing where required:

• by law;
• to establish or defend legal claims;
• to protect another person's rights;
• for important public interest reasons.

10. Data Portability

Where applicable and technically feasible, Makao Hive may provide personal information in a commonly used electronic format where required by law.

Data portability does not require Makao Hive to disclose:

• trade secrets;
• confidential business information;
• intellectual property;
• information relating to other individuals without appropriate safeguards.

11. Automated Decision-Making

Makao Hive currently uses technology to assist Platform operations, including certain AI-powered features.

Where legally required, individuals may request information regarding automated processing that produces legal or similarly significant effects.

The use of AI-generated content for property descriptions, educational content or operational assistance does not by itself determine tenancy outcomes.

Final decisions regarding property verification, rental applications and tenancy remain subject to human review unless otherwise disclosed.

12. Identity Verification

To protect personal information, Makao Hive may require reasonable verification of identity before responding to a request.

Verification methods may include:

• confirming account ownership;
• email verification;
• telephone verification;
• government-issued identification where appropriate;
• additional supporting documentation where reasonably necessary.

Failure to verify identity may prevent us from fulfilling a request where doing so could expose another person's personal information.

13. Representatives

An authorised representative may submit a request on behalf of another individual where legally permitted.

Makao Hive may require documentation demonstrating the representative's authority before processing such requests.

14. How to Submit a Request

Requests may be submitted using the contact information provided at the end of this Procedure.

To assist us in processing your request efficiently, please include:

• your full name;
• registered email address or phone number;
• a description of the request;
• sufficient information to identify the relevant account or records;
• any supporting documentation where appropriate.

Incomplete requests may require additional clarification.

15. Response Time

Makao Hive will acknowledge and respond to requests within the timeframes required by applicable law.

Where additional time is reasonably necessary due to the complexity or volume of requests, we may notify you of the extension and the reasons for it.

16. Fees

Requests are generally processed without charge.

However, where permitted by law, Makao Hive may charge a reasonable administrative fee for:

• repetitive requests;
• manifestly unfounded requests;
• excessive requests;
• requests requiring substantial additional administrative effort.

Any applicable fee will be communicated before processing continues.

17. Circumstances Where We May Decline a Request

We may refuse or limit a request where permitted by applicable law, including where:

• identity cannot be verified;
• disclosure would adversely affect another person's rights;
• legal obligations require retention of information;
• the request is manifestly unfounded or excessive;
• the information is subject to legal privilege;
• disclosure would compromise security or fraud prevention measures.

Where a request cannot be fully granted, we will explain the reasons where legally permitted.

18. Complaints

If you are dissatisfied with our response, you may contact Makao Hive to request further review.

Where applicable, you may also have the right to lodge a complaint with the Office of the Data Protection Commissioner (ODPC) or seek any other remedies available under Kenyan law.

19. Security of Requests

Makao Hive implements reasonable administrative, technical and organisational safeguards when processing privacy requests.

Information provided during the request process will be used only for:

• verifying identity;
• processing the request;
• complying with legal obligations;
• maintaining appropriate records.

20. Record Keeping

Makao Hive may retain records relating to privacy requests for purposes including:

• demonstrating legal compliance;
• maintaining audit trails;
• resolving disputes;
• improving privacy processes.

Such records will be retained in accordance with our Data Retention Policy.

21. Changes to this Procedure

Makao Hive may update this Procedure from time to time to reflect:

• changes in applicable law;
• guidance issued by the Office of the Data Protection Commissioner;
• operational improvements;
• Platform enhancements.

Material changes will be reflected by updating the "Last Updated" date at the beginning of this Procedure.

22. Contact Us

Makao Hive

Public website:

https://rentals.makaohomes.co.ke

Admin console:

https://management.makaohomes.co.ke

General Support

info@makaohomes.co.ke

Legal & Privacy

legal@makaohomes.co.ke

Privacy Requests

privacy@makaohive.com

Please include "Data Subject Request" in the subject line where possible to help us process your request efficiently.

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