How we protect your information

High Prosper Services Ltd ("High Prosper", "we", "us", or "our") operates highprosper.rw and the High Prosper mobile app, and provides professional cleaning, waste management, and customer account/billing services across Rwanda. This Privacy Policy explains what personal information we collect through our website, booking forms, and mobile app, how we use it, who we share it with, and the rights you have over your own data. By using our website, our mobile app, or submitting a booking or quote request, you agree to the practices described in this policy.

We collect information in two ways: information you provide directly to us, and information collected automatically as you use our website or mobile app.

• Contact details you submit through our quote and booking forms, such as your full name, email address, and phone number.
• Location information you provide for service delivery, including province, district, sector, cell, and village or street address.
• Service preferences, including the type of cleaning service requested, preferred date and time, priority level, and any message or special instructions you include.
• Photos you voluntarily upload through our booking form to help us understand your space before a visit.
• Technical information collected automatically, such as your browser type, device type, approximate location (derived from IP address), and which pages you visit, used only to operate and secure the website.
• Your national ID or tax identification number, where required to activate or verify a customer service account.
• The precise location (GPS coordinates) of your registered service address, where recorded by our field team or through the mobile app.
• Payment transaction records — amount, date, status, and payment method — when you pay via mobile money (e.g. MTN Mobile Money, Airtel Money), bank transfer, or our mobile app.
• Device and app information, including your device's push notification token, device model, and operating system version, collected when you enable notifications in our mobile app.
• App diagnostic and crash data, collected automatically if the app encounters a technical error, to help us find and fix the problem.
• Aggregated app usage analytics, such as which screens you visit and which features you use, to help us understand and improve the app experience.

We use the information we collect only for purposes connected to providing and improving our services:

• To respond to your quote requests and bookings, including contacting you by phone, email, or WhatsApp to confirm details.
• To schedule, coordinate, and deliver the cleaning or waste management service you requested.
• To process payments and maintain accurate billing and invoicing records.
• To improve our website, services, and customer experience based on aggregated, non-identifying usage patterns.
• To communicate service updates, such as confirming a booking time or notifying you of a schedule change.
• To comply with legal obligations, including tax and business record-keeping requirements under Rwandan law.
• To send you push notifications about payments, service updates, and account alerts through our mobile app — you can turn these on or off at any time in Settings.
• To diagnose and fix technical problems in our mobile app through automated crash and error reporting.

We rely on the following legal grounds to process your personal data, consistent with Rwanda's data protection law:

• Consent — when you voluntarily submit a form, you consent to us using that information to respond to your request.
• Contract performance — processing necessary to schedule and deliver a service you have booked with us.
• Legitimate interest — processing necessary for fraud prevention, website security, and service improvement, balanced against your right to privacy.
• Legal obligation — processing required to comply with applicable tax, accounting, or regulatory requirements.

We do not sell, rent, or trade your personal information. We only share it in the following limited circumstances:

• With our own cleaning and operations staff, strictly to the extent necessary to deliver the service you booked (e.g. your name, address, and service details).
• With service providers who support our operations, such as Google (reCAPTCHA, for spam protection, and Google Maps, for location display), under their own privacy terms.
• With payment processors and mobile money providers — such as MTN Mobile Money, Airtel Money, and our banking partners — solely to complete a transaction you initiate.
• With Google (Firebase), which provides push notification delivery, app usage analytics, and crash reporting for our mobile app, under Google's own privacy and data processing terms.
• When required by law, such as in response to a valid legal request from a Rwandan court or regulatory authority.

Our website uses a small number of cookies and similar technologies, limited to what's needed to operate the site properly. Our mobile app does not use browser cookies, but registers a device push-notification token as described in “Information we collect” above:

• A language preference cookie (NEXT_LOCALE) that remembers whether you prefer English, Kinyarwanda, or French, so you don't have to reselect it on each visit.
• Security cookies used by Google reCAPTCHA to distinguish human visitors from automated bots when you submit a form.
• We do not use advertising cookies, third-party tracking pixels, or sell browsing data to ad networks. You can disable cookies in your browser settings, though this may affect language preference and form submission.

We apply reasonable technical and organizational safeguards to protect your personal information against unauthorized access, alteration, disclosure, or destruction. This includes encrypted data transmission (HTTPS) between your device — whether a web browser or our mobile app — and our servers, restricted internal access to customer data on a need-to-know basis, and regular review of our security practices. However, no method of transmission over the internet is 100% secure, and we cannot guarantee absolute security.

We retain personal information only for as long as necessary to fulfil the purposes outlined in this policy. Booking, service, and payment records are typically retained for the duration of our business relationship plus a period required for accounting and tax compliance under Rwandan law (generally up to 5 years). Marketing contact information, such as newsletter subscriptions, is retained until you unsubscribe. App analytics and crash-report data processed through Google Firebase are retained according to Firebase's own default retention settings (currently up to 14 months), after which they are automatically deleted or anonymized. You may request earlier deletion of your data, subject to our legal retention obligations, by contacting us using the details at the bottom of this page or, for mobile app customers, directly in the app under Settings → Delete my account.

Subject to Rwandan data protection law, you have the following rights regarding your personal information:

• The right to know what personal information we hold about you.
• The right to request a copy of your personal information.
• The right to request correction of inaccurate or incomplete information.
• The right to request deletion of your personal information, where legally permitted.
• The right to object to or restrict certain processing of your information.
• The right to withdraw consent at any time, where processing is based on consent.
• The right to lodge a complaint with Rwanda's National Cyber Security Authority (NCSA) if you believe your data has been mishandled.
• The right to request deletion of your customer account and associated data directly within the High Prosper mobile app, under Settings → Delete my account.

To exercise any of these rights, contact us using the details at the bottom of this page, or use the in-app “Delete my account” option for account deletion requests. We will respond within a reasonable timeframe, generally within 30 days.

Our services are intended for adults and businesses capable of entering into a service agreement. We do not knowingly collect personal information from children under 18. If you believe a child has provided us with personal information, please contact us so we can remove it.

Our website and backend systems may be hosted on servers located outside Rwanda, and some app features (push notifications, analytics, and crash reporting) are processed by Google Firebase on Google's global infrastructure. Where this is the case, we take reasonable steps to ensure your information continues to receive a comparable level of protection, consistent with Rwandan data protection requirements, regardless of where it is processed or stored.

We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal requirements. We will post the revised policy on this page with an updated "last updated" date. We encourage you to review this page periodically. Significant changes affecting how we handle your data will be communicated more prominently where appropriate.