Privacy Policy


In our mission to make mobile commerce better for everyone at Kayana, we collect and use information about you, our

  • Merchants using Kayana to power your business
  • Customers who shop at a Kayana-powered business
  • Visitors to Kayana’s websites, or anyone contacting Kayana support

This Privacy Policy will help you better understand how we collect, use, and share your information. If we change our privacy practices, we may update this privacy policy.

Our values

Trust is the foundation of Kayana, and this includes trusting us to do the right thing with your information. Three central values guide us as we develop our products and services. These values should help you better understand how we think about your data and privacy.

  • Your information belongs to you.
  • We carefully analyse what types of information we need to provide our services, and we try to limit the information we collect to only what we need. Where possible, we delete or anonymise this information when we no longer need it. When building and improving our products, our engineers work closely with our privacy and security teams to make with privacy in mind. In all of this work, our guiding principle is that your information belongs to you, and we aim only to use your information to your benefit.
  • We protect your information from others.
  • If a third party requests your personal information, we will refuse to share it unless you permit us or are legally required to do so. We will tell you in advance when we are legally required to share your data unless we are legally forbidden.
  • We help merchants and partners meet their privacy obligations.

Many merchants and partners using Kayana do not benefit from a dedicated privacy team, and we need to help them meet their privacy obligations. To do this, we try to build our products and services to be used in a privacy-friendly way easily. We also provide detailed FAQs, documentation and whitepapers covering the most critical privacy topics and respond to privacy-related questions we receive.

Why do we process your information?

We generally process your information when we need to do so to fulfil a contractual obligation (for example, to process your payments via the Kayana platform), or where we or someone we work with needs to use your personal information for a reason related to their business (for example, to provide you with a service).

These interests include:

  • preventing risk and fraud
  • answering questions or providing other types of support
  • providing and improving our products and services
  • providing reporting and analytics
  • testing out features or additional services
  • assisting with marketing, advertising, or other communications

We only process personal information for these “legitimate interests” after considering the potential risks to your privacy—for example, by providing clear transparency into our privacy practices, offering you control over your personal information where appropriate, limiting the data we keep, limiting what we do with your information, who we send your information to, how long we keep your information or the technical measures we use to protect your information.

One of how we can help merchants using Kayana is by using techniques like  “machine learning” to help us improve our services. When we use machine learning, we either: (1) still have a human being involved in the process (and so are not fully automated); or (2) use machine learning in ways that don’t have significant privacy implications (for example, showing your store in a way more desirable to the user).

Your rights over your information

We believe you should be able to access and control your personal information no matter where you live. Depending on how you use Kayana, you may have the right to request access to, correct, amend, delete, port to another service provider, restrict or object to specific uses of your personal information (for example, direct marketing). We will not charge you more or provide you with a different level of service if you exercise any of these rights.

If you buy something from a Kayana-powered store and wish to exercise these rights over information about your purchase, you need to contact the merchant you interacted with directly. We are only a processor on their behalf and cannot decide how to process their information. As such, we can only forward your request to them to allow them to respond. Of course, we will help our merchants fulfil these requests by giving them the tools to answer their questions.

Please note that if you send us a request relating to your personal information, we have to make sure that you respond. To do so, we may ask to see documentation verifying your identity, which we will discard after verification.

If you would like to designate an authorised agent to exercise your rights, please email us from the email address we have on file for you. If you email us from a different email address, we cannot determine if the request is coming from you and will not accommodate your request. In your email, please include the name and email address of your authorised agent.

If you are not happy with our response to a request, you can contact us to resolve the issue. You also have the right to contact your local data protection or privacy authority at any time.

Finally, because there is no common understanding of what a “Do Not Track” signal is supposed to mean, we don’t respond to those signals in any particular way.

Where we send your information

We are a United Kingdom-based company, but we work with and process data about individuals worldwide. We may send your personal information outside your state, province, or country to operate our business, including the United States. This data may be subject to the laws of the countries where we send it. When we send your information across borders, we take steps to protect your information, and we try to only send your information to countries that have strong data protection laws.

How we protect your information

Our teams work tirelessly to protect your information and to ensure the security and integrity of our platform. We also have independent auditors assess the security of our data storage and systems that process financial information. However, we all know that no method of transmission over the Internet or electronic storage can be 100% secure. Due to this, we cannot guarantee the absolute security of your personal information. You can find more information about our security measures at stake.

How we use “cookies” and other tracking technologies

We use cookies, and similar tracking technologies on our website, apps and any other kayana based software and provide our services. 

How you can reach us

If you want to ask about, make a request, or complain about how we process your personal information, you can contact us by email at info [at]