Resident Terms

Welcome

Your landlord or property manager uses Sakenora to run their properties. They gave you an account so you can see your tenancy, pay your rent, and get help when something breaks.

This page explains how it works. It is short on purpose. Please read it.

1. What this app is for

Depending on what your landlord has switched on, you can:

• see your lease details, rent and deposit
• see your invoices, payments and receipts
• pay rent by M-Pesa, or upload proof of a payment you made another way
• report maintenance problems and attach photos
• read announcements from your landlord
• give notice that you are moving out
• sign lease and contract documents

2. Who gave you this account

Your landlord or property manager did. You did not sign a contract with Sakenora, and you do not pay Sakenora anything. Your landlord pays for the software.

Sakenora makes the software. Your landlord decides what happens with your account and your information.

3. Your information — who is in charge of it

Your landlord is in charge of your personal information. Sakenora only stores it for them.

In legal terms your landlord is the "data controller" and Sakenora is the "data processor". Under Kenya's Data Protection Act, 2019 that means your landlord is legally answerable to you for your data.

Your record may include your name, phone number, email address (if you gave one), national ID number, photo, copies of ID documents you uploaded, your emergency contact, your lease, your payments, and your maintenance history.

If you want to see, correct or delete your information

Ask your landlord or property manager. Not us.

They hold your record and can change it straight away. Their contact details are on your lease, on your invoices, or in the portal.

We cannot change or delete your record ourselves. It is not ours to decide. If you write to us we will point you back to your landlord and let them know you got in touch.

When you can write to us: if your concern is about the software itself — a security problem, a bug, or how the platform works — email support@sakenora.com.

If you are not happy with how your landlord handles your data, you can complain to the Office of the Data Protection Commissioner (ODPC) in Kenya.

Our full Privacy Policy explains everything in more detail.

4. Paying through the app

• M-Pesa. If your landlord has enabled it, you can pay rent by M-Pesa. The payment goes to your landlord, not to Sakenora. We record the amount, your phone number and the M-Pesa receipt number so the payment can be matched to your account.
• Proof of payment. If you paid another way you can upload a reference number and a photo or PDF of the receipt. Uploading a proof is not the same as the payment being confirmed. Your landlord still has to check and approve it.
• Card details. We never store card numbers.
• Disputes. If a payment is missing, wrong, or has not been credited, talk to your landlord first. They control your account balance. If the problem is with M-Pesa itself, contact Safaricom.
• Rent is still owed. If the app is down, or a payment fails, you still owe the rent. Sort it out directly with your landlord.

5. Signing documents in the app

If your landlord sends you a lease or another document to sign, you can sign it in the app.

An electronic signature can be legally binding, just like signing on paper. Do not sign anything you have not read and do not understand.

When you sign, we record:

• the name you typed
• your signature image, if you drew or uploaded one
• a digital fingerprint of the exact document you signed, so it can be proved it was not changed afterwards
• the date and time
• the IP address of the device you used

This record is kept as evidence that the signature is genuine. Keep a copy of anything you sign.

If you are unsure about a document, get advice before you sign. Sakenora cannot advise you on it — we only provide the software.

6. Keeping your account safe

• Keep your password secret. Do not share your login.
• Do not let someone else use your account.
• If you think someone has got into your account, tell your landlord immediately and change your password.
• Log out on shared devices.
• Everything done from your account is treated as done by you.

7. Using the app properly

Please:

• give true and accurate information
• only use the app for your own tenancy
• do not upload anything false, offensive, or that belongs to someone else
• do not upload fake payment proofs or forged documents
• do not try to break into, damage, overload or reverse engineer the app
• do not try to see other residents' information

Your landlord can suspend or close your account if you break these rules. We can also block access where there is a security risk or unlawful activity.

8. Things you should know

• Your account depends on your landlord's account. If your landlord stops paying for Sakenora, or their account is suspended, you will lose access to the portal and the app. That is a matter between your landlord and Sakenora. Your rights as a tenant under your lease and under the law are not affected by losing app access.
• When your tenancy ends, your landlord decides how long to keep your records. Ask them.
• The app is provided as it is. We work hard to keep it running and secure, but we cannot promise it will always be available or completely free of errors. Sakenora is not your landlord and is not a party to your tenancy. Your tenancy is governed by your lease and by the law, not by this app.
• We do not sell your information, and we do not use it to advertise to you.

9. Cookies

The portal uses a small number of cookies needed to keep you logged in and keep the site secure. We do not use advertising or tracking cookies. See our Cookie Policy.

10. Changes

We may update this page. The date at the top will change when we do.

11. Contact

• Anything about your tenancy, your rent, your record, your data: contact your landlord or property manager.
• A problem with the app itself: support@sakenora.com
• Data protection questions about Sakenora's own systems: support@sakenora.com