Privacy Policy

PRIVACY POLICY

Last Revised: August 17, 2025

1. Introduction

We take your privacy seriously and are committed to safeguarding your personal information at Regal Plaza. (“Company”, “we” or “us” or “Regal Plaza Ltd”) values you as our guest, respect your privacy and are committed to protecting it through our compliance with this policy. This policy describes the sources of your personal information that we may collect from you or that you may provide to us, our purposes for collecting and processing your information, and our practices for collecting, using, maintaining, retaining, protecting and disclosing that information. Please read this policy carefully to understand our policies and practices regarding your information and how we will treat it. If you do not agree with our policies and practices, your choice is not to use our platforms. By accessing or using our platforms, you agree to this privacy policy. If you have any questions or concerns about this privacy policy or your personal information, please contact us using the details provided in Section – ‘Contact us?’ or Get In Touch.

2. What information we collect about you?

2.1 Personal information you give us.

The personal information we collect on or through our platforms may include:

Information that you provide by filling in forms. This may include information provided at the time of registering to use our Website, subscribing to our service, registering for newsletter, using the ‘contact us’ form, "Get In Touch" form, "Let's chat" form, "Advertising" form, the “Enquiry” forms, entering a contest or promotion sponsored by us, reporting a problem with our Website or services. The personal information that you provide us with may include your name, email address, phone number, nationality, residential address, identification proof (such as National ID, or Passport) etc.
Information obtained through any system operated for the security, safety and access management (CCTV, access right system) when you visit our Plaza.
Information that you provide when you contact us via social media, web chats, ‘WhatsApp’ chat or directly call our customer service team for general enquiries, register complaints, request for any assistance/ services. Information may include your name, email ID, contact number and call recordings (in case your call our customer service team).
Information that you provide to surveys that trigger for feedback to help us improve ourselves, details of transactions you carry out through our Website and of the fulfilment of your orders.
Information collected to contact you when you enter or renew a tenancy contract on behalf of the Organization you represent.
Information collected when you utilize any of our services available for visitors of the Plaza such as porter service, delivery service etc
Medical and health information of accidents and injuries occurring in the Plaza as well as accident records and other relevant information.

2.2 Other information we collect

There is other information we may collect that does not directly reveal your specific identity or does not directly relate to you as an individual. We may automatically collect the following information when you visit our website or utilize our services:

Your equipment, browsing actions and patterns collected automatically as you navigate through our websites.
Usage details, time of requests, browser types, operating system, IP addresses and information collected through cookies, web beacons and other tracking technologies.
Details of your visits to our website, including traffic data, location data, logs and other communication data and the resources that you access and use on the website.

The information we collect automatically is statistical data. It helps us to improve our Website and to deliver a better and more personalized service by enabling us to:

Estimate our audience size and usage patterns.
Store information about your preferences, allowing us to customize our Website according to your individual interests.
Speed up your searches and recognize you when you return to our Website.

The technologies we use for this automatic data collection may include:

Web Beacons: Pages of the Website and our e-mails may contain small electronic files known as web beacons (also referred to as clear gifs. pixel tags and single-pixel gifs) that permit the Company, for example, to count users who have visited those pages or opened an e-mail and for other related website statistics (for example, recording the popularity of certain website content and verifying system and server integrity).
Cookies: A cookie is a small piece of data, which includes an identifier made of letters and numbers that is sent by a web browser and stored on your computer. Cookies are used as a reliable mechanism to remember information about you, so your interaction with our website is seamlessly simple. Cookies typically do not contain any information that personally identify you, but personal information that we store about you may be linked to the information stored in and obtained from cookies.
Flash Cookies: Certain features of our Website may use local stored objects (or Flash cookies) to collect and store information about your preferences and navigation to, from and on our Website. Flash cookies are not managed by the same browser settings as are used for browser cookies.

We use these cookies for the following purposes:

To identify you when you visit our platforms and to help you navigate through our platforms.
To store information about your preferences and to personalize our platforms for you.
To secure and protect our platforms.
To analyse the use and performance of our platforms.

3. What are the sources of your personal data?

The sources of your personal data collected (collectively referred as “Platforms” in this policy) may include without limitation the following:

Regal PLaza websites: These are websites we created for you that are operated by us, they include websites operated by Regal Plaza under our own domains and web addresses (URLs) and our own micro-sites that are part of a third-party social media networks such as Facebook, Twitter, or Instagram.
Emails, text messaging services, and other electronic messages: These are the electronic text-based interaction between you and Regal Plaza.
Regal PLaza customer service: Any communication between you and our customer service center (e.g. phone, chatbot, Whatsapp, email, etc.).
Offline registration forms: These include printed registrations, surveys, or questionnaires Regal Plaza collects via registration forms, contests, events, and various promotions.
Advertising: You might interact with one of our or our partners’ advertisements on our websites and apps and we might receive and collect this information.
Data from other sources: These include social media networks, market research agencies, Regal Plaza promotional partners, public sources, and data received when we acquire other companies.
CCTV cameras: Security footage (image and video) from CCTV cameras placed across the shopping Centre.
Data we create:Regal Plaza may also create data about you, when you avail our services.
Number Plate Registration: Vehicle registration number and details recorded through our Security systems at our Enterance, Exits and Centre car parks.
Regal Plaza Loyalty Program: Once you register for our loyalty program, we would collect and process your personal information and transaction history.

This policy does not apply to information collected:

By any third party, including through any application or content (including advertising) that may link to the Website. or
Through any other means, including any other website operated by any third party.

4. Why do we collect and how we use your personal information?

We use personal information for several legitimate interests, including providing and improving our services, administering our relationship with you and our business.

4.1 To provide, develop and improve Regal Plaza Services:

We use the personal information (such as device ID, IP address, web-pages visited, geo-location details, CCTV footage etc.,) we collect to perform essential business operation purposes pursuant to our legitimate business interests, for example to understand usage patterns (such as foot traffic) within our Plaza; and to develop, provide, improve, and personalize Regal Plaza services. We do not link this information to a visitor, shopper or device, but instead measure general traffic patterns and other analytics to help us improve our customer experience and service offerings. All such data shall be anonymized during storage and retention.

4.2 To respond to any queries made by you:

We would need to collect and use the following personal information: name, email address, phone number, nationality and details of your enquiry. In certain cases, your enquiry may relate to a specific service request. we need to use your personal information to help us respond to your request and to fulfil our contractual obligations under the requested service.

4.3 To provide you with information about services and latest offers at Regal Plaza:

It is in our legitimate business interests to send you information about Regal Plaza’s services and latest offers. We use your personal information such as email ID and/ or contact number to share information relating to Regal Plaza’s services and latest offers that may be of interest to you.

4.4 To personalize the information, we send you:

We may combine the information we receive and collect about you to better understand your interests and preferences so that we can provide you with an experience that is tailored to those interests and preferences. For example, we may do this by notifying you of any events conducted in the Plaza, or sending you personalized offers, discounts or promotions by email (where you have agreed to receive our emails), or advertising content that is relevant to your interests.

4.5 To facilitate Advertisements:

Regal uses the personal information you provide us for a commercial purpose to help us tailor and show advertisements to you. We may partner with third parties to help us display relevant advertising and to manage our advertising across multiple channels including social media platforms. Our third-party partners may use cookies and non-cookie-based technologies to help us show you advertising based upon your browsing activities and interests.

4.6 To enable you to avail special offers and benefits from our business partners and our lessees:

Advise you about new products and servicesor special offers that may be of interest to you

4.7 To request your feedback, and to respond to complaints:

Your satisfaction is our utmost priority and we proactively take necessary steps to ensure you are well satisfied with our services. To help us respond to your enquiries or chats or complaints, we would need to collect the following personal information: name, email ID, transaction details (such as service you availed at the Plaza). We collect and use your personal information in pursuit of our legitimate business interests to address your concerns and to take necessary steps towards continual improvement.

4.8 To establish a working relationship with our Tenants and Business Partners:

We collect/ receive personal information about you through one of the following channels:

When you send us an enquiry for Tenancy or if you were previously engaged under a Tenancy arrangement with us.
To establish a working relationship with the company you represent.
When you participate in any of our sales, marketing and thought leadership events organized or hosted by Regal Plaza or its Tenants.
When our sales executive or business leaders visit events organized by external organizations (including the company you represent).
We collect from our sales executives or business leaders who share a professional/ personal relationship with you.
We collect from publicly available information that you have shared on professional networking platforms such as LinkedIn.
We collect the following personal information: name, email ID, contact number, designation, and the company you represent. We use this information for the purposes, listed below, in pursuit of our legitimate business interests.
To share information relating to Regal Plaza services, and possible tenancy opportunities.
To invite you to future events, that may be of interest to you and/ or the company you represent.

4.9 To enter into, renew or fulfil service contracts with our Tenants and Business Partners:

We collect and use personal information such as name, email ID, contact number and in certain cases passport/ National ID proof to facilitate the performance of the tenancy contract between Regal Plaza and the Organization you represent. We may also collect personal information (such as Name, contact details, passport/ National ID etc.,) of the employees of your Organization that would be stationed within our Plaza to facilitate security pass clearance pursuant to our legitimate business interest and to fulfil our contractual obligations.

4.10 To facilitate email campaigns carried out by our sales and marketing departments:

As part of our email campaigns, we track whenever you receive, open, click a link, or download any attachments from an e-mail you receive from Emaar. We will carry out automated profiling of such information to evaluate your interest in our service offerings or promotions. This processing will enable us to identify and target potential guests or business partners, tailor our marketing and provide you with relevant and timely content based on your interests, in pursuit of our legitimate business interests.

4.11 To comply with legal requirements and exercise or defend legal claims:

We may need to process and retain your personal information to comply with legal requirements to which we are subject (for example in relation to licensing, health and safety). It is in our legitimate interests to process personal information for the purposes of exercising and defending legal claims. Processing personal information may also be necessary to ensure compliance with the relevant legal and regulatory obligations.

4.12 To comply with any opt-out or do not disturb requests we receive from you:

We understand that you may not prefer for us to contact you with any offers, promotions or details of our products and services. In the event you opt-out, we may be required to maintain information such as name, email ID/contact number and the subscription(s) that you have opted out of to ensure compliance with your requests. Also, in the future, if you wish to hear from us, you may at any time, contact us to opt-in and we would happy to keep you posted about our latest offers, promotions and/ or details of our products and services.

4.12 To comply with any opt-out or do not disturb requests we receive from you:

4.13 To manage and administer any of our events and competitions which you enter:

We collect and use the personal data provided by you when you participate in any of the events/ competitions hosted within our PLaza. The information may include name, email ID, contact details and National ID proof/ passport details. We use the personal information in pursuant to our contractual obligations and to ensure we can successfully process any awards/ gifts/ offers that you may win in such events. We may also collect and use personal data of event management representatives to plan and conduct events within our Plaza. We collect and use the personal information to maintain contact, co-ordinate support and to obtain necessary local clearance to manage and administer the event.

4.14 To maintain security within our malls and keep the public safe:

We may need to process your personal information obtained through any system operated for the security, safety and access management (CCTV, access rights system) when you visit our Plaza or any of its stores. Security footage may include access logs, image, video, audio, license plates, etc. from any of the security systems placed across our Plaza. We collect and process such information pursuant to our legitimate business interest to maintain security and ensure public safety and to ensure compliance with local laws and regulations.

4.15 To comply with health and safety obligations:

We may be required to process your medical information or any other health related information in the event of an accident or injury at our Plaza. It is our legitimate interest for the management of accidents and injuries occurring in our Plaza. This information would also be required for the improvement of the accident prevention system (including fire protection and prevention against foreseeable natural and technological risks). It could also possibly be required for legal purposes or to prepare for and defend against legal claims.

4.16 To manage vehicle parking:

We would be required to record license plates and other vehicle details as well as parking records where it is in operation at our PLaza car parking facilities. These would be required for the management of our parking system as well as to maintain security within it and fulfil our contractual obligations effectively.

5. Who might we share this information with?

We may disclose personal information that we collect, or you provide as described in this privacy policy:

We may use carefully selected third parties to perform services on our behalf or to assist us with the provision of services to you. For example, we may engage cloud service providers, IT service providers and other third parties to provide concierge services, security services, brand promotions, marketing, advertising, communications, to personalize and optimize our service, to analyze and enhance data (including data about users’ interactions with our services), and to provide legal, accounting, insurance, audit and other professional services. While providing such services, these third parties may have access to your personal information.
We may share to a buyer or other successor in the event of a merger, divestiture, restructuring, reorganization, dissolution or other sale or transfer of some or all the Company’s assets, whether as a going concern or as part of bankruptcy, liquidation or similar proceeding, in which personal information held by the Company about our Website users is among the assets transferred.
We may share with government or regulatory request to comply with any court order, law or legal process
Where required or permitted by law, personal information may be provided to others, such as regulators and law enforcement agencies.
We may share with other companies and organizations for the purposes of fraud protection and credit risk reduction if we believe disclosure is necessary or appropriate to protect the rights, property, or safety of the Company, our customers or lessees or others

6. How long do we keep information about you?

We will only keep your personal information for as long as is reasonably necessary taking into consideration our need to answer queries or resolve problems, any other purpose outlined above or to comply with legal requirements under applicable law(s). This means that we may retain your personal information for a reasonable period, for example, till the end of the leasing contract with the organization you represent, or after your query has been addressed, CCTV footage is held for a period of 30 days before being deleted unless legitimate access is required (for example by the police). In certain cases, we may retain your personal information for a longer period where extended retention periods are required by law or regulation and to establish, exercise or defend our legal rights. We will ensure that it is disposed in a secure manner when it’s no longer needed. For more information on where and how long your personal information is stored, and for more information on your rights of erasure and portability, please contact us using the details provided in Section – ‘How do you contact us?’.

7. How secure is your information?

Whether in electronic or paper-based format, we use industry standard technology and efforts to safeguard your personal information from loss, theft and unauthorized access, use or disclosure. These include secure servers and firewalls. Physical access to those areas where information is gathered, processed or stored is restricted to authorized employees who need the information to perform a specific job. Appropriate controls are in place over computer systems and data processing procedures and these controls are reviewed on an ongoing basis to ensure compliance with our security and privacy policies. When we no longer need your personal information, we permanently destroy or erase it.
The safety and security of your information also depend on you. Where we have given you (or where you have chosen) a password for access to certain parts of our Website, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.
Unfortunately, the transmission of information via the internet is not completely secure. Although we do our best to protect your personal information, we cannot guarantee the security of your personal information transmitted to our Website. Any transmission of personal information is at your own risk. We are not responsible for circumvention of any privacy settings or security measures contained on the Website.

8. Updating your personal information?

You have the right, subject to certain exceptions, to access and correct your personal information in our possession or control and to change your privacy preferences at any time. You also have a right to know which third parties have received your information from us.

9. How do you access your personal information?

You may access and correct your personal information and privacy preferences by writing or calling Regal Plaza marketing department. Please make your request in writing stating as specifically as possible which personal information you are requesting. We will try to respond to such requests as soon as possible, and will advise you if for some reason we cannot respond right away. There may be a charge for retrieving this information, in which case you will be notified in advance, and may, if you like, withdraw your request. You may also challenge the reasonableness of the charge. If you have a complaint, we want to know about it. If you have a complaint related to this Privacy Policy or any of our procedures, or if you believe that we have not complied with this Privacy Policy with respect to your personal information, please contact us using the details provided in Section – ‘How do you contact us?’. Please note that if you provide us with inconsistent privacy preferences (for example, by indicating on one occasion that third parties may contact you with marketing offers and indicating on another occasion that they may not), we cannot guarantee that your most recent privacy preference will be immediately honoured.

10. Notification of Changes

This policy may change from time to time. Your continued use of our platforms after we make changes is deemed to be acceptance of those changes, so please check the policy periodically for updates. We encourage you to refer to this page on an ongoing basis for our most current policy and practices.

11. How do you contact us?

Email us at info@regalplaza.co.ke
Call us at +254112136764

We will respond within 3-5 business working days

Thank you for visiting regalplaza.co.ke

Get in touch with us!

Give us a call +254112136764

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