Marketing Communications Policy

Effective Date: 31 July 2026

Last Updated: 31 July 2026

Legal Entity: Makao Hive

1. Introduction

This Marketing Communications Policy ("Policy") explains how Makao Hive ("Makao Hive", "we", "our", or "us") communicates with users regarding marketing, promotions, educational content and Platform updates.

This Policy should be read together with our:

• Terms of Service;
• Privacy Policy;
• Cookie Policy; and
• Payment Terms.

Nothing in this Policy limits communications that are necessary to provide Platform services.

2. Purpose

Makao Hive communicates with users to:

• provide Platform updates;
• deliver requested information;
• promote relevant services;
• share educational content;
• improve customer engagement;
• notify users about new features;
• communicate offers where appropriate.

We aim to ensure that communications are relevant, transparent and respectful of user preferences.

3. Types of Communications

Communications sent by Makao Hive generally fall into two categories:

Transactional Communications

These are messages necessary to provide Platform services.

Examples include:

• account verification;
• password reset emails;
• login alerts;
• viewing confirmations;
• viewing reminders;
• verification status updates;
• rental application updates;
• lease notifications;
• payment confirmations;
• receipts;
• support responses;
• security notifications.

Transactional communications are generally sent regardless of marketing preferences because they are necessary for Platform operations.

Marketing Communications

Marketing communications are intended to keep users informed about Makao Hive and related services.

Examples include:

• newsletters;
• product announcements;
• feature releases;
• educational articles;
• neighbourhood guides;
• blog updates;
• promotional campaigns;
• special offers;
• surveys;
• event invitations.

Where required by law, marketing communications are sent only with an appropriate legal basis.

4. Communication Channels

Depending on user preferences and Platform functionality, Makao Hive may communicate using:

• email;
• SMS;
• WhatsApp;
• push notifications;
• in-app notifications;
• website announcements;
• social media where users voluntarily engage.

The availability of specific communication channels may vary by service.

5. Email Communications

Email may be used for both transactional and marketing purposes.

Examples include:

Transactional

• account creation;
• verification emails;
• viewing confirmations;
• payment receipts;
• lease notifications;
• support communications.

Marketing

• newsletters;
• property tips;
• educational resources;
• Platform updates;
• feature announcements.

Users may unsubscribe from marketing emails at any time.

Transactional emails cannot generally be disabled while an account remains active because they are necessary to operate the Platform.

6. SMS Communications

SMS messages may be used for:

• one-time passwords (OTP);
• urgent viewing reminders;
• security alerts;
• critical operational notifications.

Marketing SMS messages will only be sent where permitted by applicable law and subject to user preferences where required.

7. WhatsApp Communications

Where WhatsApp messaging is available, Makao Hive may send:

• verification codes;
• viewing confirmations;
• appointment reminders;
• customer support responses;
• service notifications.

Promotional WhatsApp messages will only be sent where an appropriate legal basis exists.

Users may stop receiving promotional WhatsApp messages using the methods communicated within those conversations where available.

8. Push Notifications

Users who enable push notifications may receive:

• application updates;
• viewing reminders;
• verification progress;
• Platform announcements;
• security alerts.

Push notification permissions can generally be managed through device settings.

9. In-App Notifications

The Platform may display notifications relating to:

• verification requests;
• pending applications;
• payment status;
• Platform maintenance;
• new Platform features;
• important account activity.

These notifications are intended to improve the user experience and support Platform operations.

10. Educational Content

Makao Hive regularly publishes educational content intended to help users make informed housing decisions.

Examples include:

• renting guides;
• neighbourhood guides;
• property verification explanations;
• tenancy resources;
• moving advice;
• maintenance tips.

Educational content is provided for general informational purposes and does not constitute legal, financial or professional advice.

11. Personalisation

Where permitted by applicable law, Makao Hive may personalise communications based on information such as:

• account type;
• preferred communication language;
• properties followed or saved;
• previous Platform interactions;
• notification preferences;
• services previously used.

We do not use personalisation to make automated decisions that produce legal or similarly significant effects without appropriate safeguards.

12. Consent

Where consent is required under applicable law, Makao Hive will obtain consent before sending marketing communications.

Consent may be obtained through:

• account registration;
• subscription forms;
• newsletter sign-ups;
• marketing preference settings;
• other lawful methods.

Consent may be withdrawn at any time.

Withdrawal of marketing consent does not affect communications necessary to provide Platform services.

13. Managing Communication Preferences

Users may manage marketing preferences through available Platform settings where provided.

Depending on the communication channel, users may also:

• unsubscribe using email links;
• reply with recognised opt-out instructions where supported;
• adjust notification settings;
• contact customer support.

Reasonable time may be required to process updated preferences.

14. Third-Party Communication Providers

Makao Hive may use trusted third-party providers to deliver communications.

Examples may include providers supporting:

• email delivery;
• SMS delivery;
• WhatsApp messaging;
• push notifications.

These providers process information only to the extent necessary to deliver communications on our behalf and remain subject to contractual and legal obligations.

15. Frequency of Communications

Makao Hive seeks to avoid excessive communications.

The frequency of messages depends on factors including:

• user activity;
• subscribed services;
• notification preferences;
• operational requirements;
• marketing campaigns.

Transactional communications may occur whenever necessary to provide Platform services.

16. Prohibited Marketing Practices

Makao Hive does not knowingly engage in:

• misleading marketing;
• deceptive advertising;
• unsolicited bulk messaging contrary to law;
• false verification claims;
• misleading pricing promotions.

All marketing communications should accurately represent our services.

17. Children's Communications

Makao Hive does not intentionally direct marketing communications to children.

Where we become aware that personal information relating to a child has been collected contrary to applicable law, we will take reasonable steps to address the matter.

18. Changes to this Policy

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

• legal developments;
• changes in communication channels;
• Platform improvements;
• operational requirements.

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

19. 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

Questions regarding marketing communications or communication preferences may be directed to the contacts above.

Version History