Privacy Policy

Who we are

Marks of Excellence Ventures Counselling Services provides in-person counselling services in Nairobi and online counselling services in Kenya and, where appropriate, internationally. For the personal information described in this policy, Marks of Excellence Ventures is the organisation responsible for deciding why and how that information is processed.

Information we collect

The information we handle depends on how you interact with us and may include:

• Contact and identity information, such as your name, phone number, email address, and preferred way to be contacted.
• Enquiry and appointment information, such as the service you are interested in, preferred appointment date, time, and session format.
• Service and payment information needed to provide counselling, manage appointments, issue receipts, and maintain appropriate business records.
• Health and counselling information shared during assessment or therapy. Mental and physical health information is sensitive personal data and receives additional protection.
• Website technical information, such as IP address, browser, device, requested page, and access time, which may be recorded automatically by our hosting and security providers.

This website does not currently provide an enquiry form or client portal. We receive enquiry information only when you choose to contact us by WhatsApp, telephone, email, or in person.

How and why we use information

We use personal information only where there is a lawful and appropriate reason, including to:

• respond to enquiries and determine whether we can provide the requested service;
• schedule, confirm, change, or cancel appointments;
• provide counselling, assessments, referrals, and related client support;
• communicate service information and manage payments and records;
• meet professional, safeguarding, accounting, regulatory, and legal obligations;
• protect clients, staff, and others where there is a serious or immediate risk; and
• maintain the security, reliability, and performance of this website.

Depending on the circumstances, processing may be based on your consent, steps taken at your request before providing a service, performance of our agreement with you, compliance with a legal obligation, protection of vital interests, or our legitimate interests in operating a safe and effective service. Where consent is the basis, you may withdraw it, although this does not affect processing that was lawful before withdrawal.

Counselling confidentiality

Information shared in counselling is handled confidentially and separately from ordinary website enquiries. Before or during your first session, we will explain how counselling records are handled and the limits of confidentiality.

Confidential information may need to be disclosed where you have authorised us, where disclosure is required by law or a court, for professional supervision under confidentiality, or where safeguarding action is reasonably necessary because of a serious risk of harm. Where lawful and safe, we aim to discuss such disclosure with you first and disclose only what is necessary.

Sharing and international transfers

We do not sell or rent personal information. We may share limited information with:

• service providers that support hosting, email, communications, payments, or secure records;
• online-session providers selected for your appointment, such as Zoom, Microsoft Teams, or WhatsApp;
• professional advisers, supervisors, or referral providers where appropriate and confidential;
• public authorities, emergency responders, regulators, or courts where legally required or necessary for safety.

WhatsApp, email, cloud hosting, video-conferencing, and other providers may process information outside Kenya. Where personal information is transferred outside Kenya, we take reasonable steps to use providers and arrangements that offer appropriate safeguards, and obtain consent where the law requires it. Each external provider also operates under its own privacy terms.

Cookies and website data

This website does not currently use advertising trackers or behavioural marketing cookies. Our hosting or security infrastructure may process basic technical logs needed to deliver and protect the website.

The Contact page may display an embedded Google Map when configured. Loading or interacting with the map may allow Google to receive technical information and use cookies under Google's own privacy terms. Links to WhatsApp, email, maps, and other external services take you to third-party platforms whose privacy practices we do not control.

If we introduce non-essential analytics or marketing technologies in the future, we will update this policy and provide any consent controls required by law.

How long we keep information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet professional, safeguarding, accounting, dispute-resolution, insurance, and legal obligations. Retention periods vary according to the type of record, the service provided, the age of the client, and any applicable legal or professional requirement.

When information is no longer required, we take reasonable steps to securely delete, destroy, or anonymise it. A deletion request may not apply where we must keep a record or have another lawful reason to retain it.

How we protect information

We use reasonable organisational, physical, and technical safeguards appropriate to the sensitivity of the information. These may include limiting access to authorised persons, confidentiality duties, secure devices and accounts, careful record handling, and appropriate disposal practices.

No website, email, messaging service, or storage method is completely secure. If we become aware of a personal-data breach, we will assess it and notify affected individuals and the Office of the Data Protection Commissioner where required.

Your data-protection rights

Subject to applicable law and any valid limitations, you may have the right to:

• be informed about how your personal information is used;
• request access to personal information held about you;
• request correction of inaccurate or misleading information;
• object to certain processing or ask that it be restricted;
• request deletion of information where there is no lawful reason to retain it;
• withdraw consent where processing is based on consent; and
• raise a concern with the Office of the Data Protection Commissioner.

To protect confidentiality, we may need to verify your identity before responding. We will respond within the period required by applicable law. Some requests may be limited by another person's rights, legal privilege, safeguarding needs, or professional and legal record-keeping duties.

Children and young people

We provide teen and adolescent counselling. Information about a child or young person is handled with particular care and in their best interests. Where required, a parent, guardian, or other legally authorised person must provide consent or exercise data-protection rights on the young person's behalf.

We will explain age-appropriate confidentiality and its limits to the young person and, where relevant, their parent or guardian. We do not knowingly use children's information for marketing or profiling.

Contact, requests, and complaints

For a privacy question, concern, or rights request, contact us first so we can try to resolve it:

You may also lodge a complaint with Kenya's Office of the Data Protection Commissioner. Contacting us first is welcome but does not remove your right to approach the regulator.