PRIVACY POLICY
Effective Date: 2 September 2026
Last Updated: 2 September 2026
Reinas Gowns, a trading name of Reinas Flair Company (“Reinas Gowns,” “we,” “us,” or “our”), respects your privacy and is committed to protecting your personal information.
This Privacy Policy explains how we collect, use, store, disclose and protect personal information when you visit or use our website, place an order, make a booking, contact us, visit our atelier, rent or purchase a gown, request a bespoke design, subscribe to communications, or otherwise interact with us.
This Privacy Policy should be read together with our Terms & Conditions.
1. WHO WE ARE
Reinas Gowns is a fashion atelier offering bespoke gowns, gown rentals and related fashion services.
Business/Legal Name: Reinas Flair Company
Trading Name: Reinas Gowns
Website: reinasgownsatelier.com
Email: reinasgowns@gmail.com
Telephone/WhatsApp:+254 797566 420
Physical Address: USIU Road, Nairobi, Kenya
For purposes of applicable Kenyan data protection law, Reinas Gowns acts as a data controller in relation to personal information that we collect and determine how to use.
Our processing of personal data is intended to comply with the Kenya Data Protection Act, 2019 and applicable regulations and guidance issued by the Office of the Data Protection Commissioner (ODPC).
2. INFORMATION WE COLLECT
Depending on how you interact with us, we may collect the following information:
A. Contact information
This may include:
Full name
Telephone number
WhatsApp number
Email address
Postal or delivery address
Social media username where you contact us through social media
B. Order and transaction information
When you purchase, rent or enquire about a product or service, we may collect:
Products or services selected
Order and booking details
Rental dates
Delivery and collection information
Payment status
Transaction references
Invoices and receipts
Correspondence relating to your order
We do not intend to store complete payment-card numbers, PINs, passwords or other payment credentials on our systems.
C. Bespoke and fitting information
For bespoke gowns, alterations or fittings, we may collect information necessary to create or alter your garment, including:
Body measurements
Garment size
Height
Fit preferences
Design preferences
Colour and fabric preferences
Fitting notes
Alteration requirements
We only request information that is reasonably necessary to provide the requested service.
D. Photographs and videos
Where relevant to your order or fitting, we may receive photographs or videos provided by you for purposes such as:
Design references
Fit assessment
Bespoke design development
Order communication
We may also take photographs or videos at fittings, events or other interactions with Reinas Gowns where applicable.
We will not use identifiable customer photographs or videos for marketing purposes without an appropriate legal basis, including consent where required.
E. Website and technical information
When you use our website, certain information may be collected automatically, including:
IP address
Browser type
Device information
Operating system
Pages visited
Approximate location information
Referring website
Date and time of visits
Website interaction information
We may use cookies and similar technologies to operate, secure and improve our website.
3. HOW WE USE YOUR INFORMATION
We may use your personal information to:
Respond to enquiries
Process and manage orders
Process gown rental bookings
Arrange fittings, collections and returns
Create and alter bespoke garments
Arrange deliveries and shipping
Process and confirm payments
Issue invoices and receipts
Communicate with you about your order or booking
Provide customer support
Manage complaints and disputes
Prevent fraud, misuse or unauthorised transactions
Maintain business and financial records
Improve our website, products and services
Send marketing communications where permitted by law and, where required, with your consent
Meet legal, regulatory, tax and accounting obligations
Protect the rights, property and safety of Reinas Gowns, our customers and others
We will not collect or use personal information for purposes that are incompatible with the purpose for which it was collected unless permitted or required by applicable law.
4. LEGAL BASES FOR PROCESSING
Where applicable, we process personal information on one or more of the following bases:
Your consent;
Performance of a contract or steps taken at your request before entering into a contract;
Compliance with a legal obligation;
Protection of legitimate business interests, provided those interests do not override your rights;
Other lawful bases permitted under applicable data protection law.
Where processing is based on consent, you may withdraw that consent, subject to legal or contractual limitations.
Withdrawal of consent will not affect processing that was lawfully carried out before consent was withdrawn.
5. MARKETING COMMUNICATIONS
If you choose to receive marketing communications from us, we may contact you through channels such as:
Email
WhatsApp
SMS
Telephone
Social media or other digital communication channels
Marketing communications may include new collections, rental availability, promotions, events, launches and other Reinas Gowns updates.
You may opt out of marketing communications at any time by contacting us or using an available unsubscribe mechanism.
Please note that opting out of marketing communications does not prevent us from sending service-related communications necessary to fulfil an existing order, rental or booking.
6. WHO WE MAY SHARE YOUR INFORMATION WITH
We may disclose personal information to trusted third parties where reasonably necessary to provide our services or fulfil our legal obligations.
These may include:
Payment service providers
Banks and financial institutions
Delivery and courier companies
International shipping providers
Website hosting and technology providers
Website analytics and communication providers
Professional advisers
Government authorities or regulators where legally required
Service providers assisting us with business operations
Third parties that process personal information on our behalf are expected to handle that information appropriately and in accordance with applicable data protection requirements.
We do not sell your personal information.
7. INTERNATIONAL TRANSFERS
Some of our service providers may process or store personal information outside Kenya.
Where personal information is transferred outside Kenya, we will take appropriate steps to ensure that the transfer and subsequent processing comply with applicable Kenyan data protection requirements and that appropriate safeguards are in place.
For international deliveries, information necessary to fulfil the shipment may be shared with the relevant courier, customs, logistics or delivery providers.
8. DATA SECURITY
We take reasonable technical and organisational measures to protect personal information against:
Unauthorised access
Accidental loss
Destruction
Unauthorised disclosure
Alteration
Misuse
However, no website, electronic communication system or method of storage can be guaranteed to be completely secure.
You should also take reasonable steps to protect your own information, including keeping your devices and accounts secure.
9. HOW LONG WE KEEP YOUR INFORMATION
We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, or for longer where required by law, accounting requirements, contractual obligations, dispute resolution or legitimate business purposes.
Different categories of information may therefore be retained for different periods.
When information is no longer reasonably required, we will take reasonable steps to securely delete, anonymise or otherwise dispose of it.
10. YOUR RIGHTS
Subject to applicable law, you may have the right to:
Be informed about how your personal information is being used;
Request access to personal information we hold about you;
Request correction of inaccurate, outdated or misleading information;
Request deletion of personal information where legally applicable;
Object to certain processing;
Request restriction of certain processing where applicable;
Withdraw consent where processing is based on consent;
Exercise other rights provided under applicable data protection law.
The Office of the Data Protection Commissioner identifies rights including being informed, accessing personal data, objecting to processing, correction and deletion of false or misleading data.
11. HOW TO EXERCISE YOUR RIGHTS
To make a privacy request, contact us using:
Email: reinasgowns@gmail.com
Telephone/WhatsApp: +254 797 566 420
Address:USIU Road, Nairobi Kenya
We may need to verify your identity before processing certain requests in order to protect your information from unauthorised access.
We will handle valid requests within the applicable legal requirements.
12. CHILDREN'S INFORMATION
Our website and services are not intentionally directed at children who are unable to lawfully provide consent or enter into the relevant transaction.
Where a minor's information is required in connection with a gown, event or service, we may require involvement or consent from a parent, guardian or other person legally authorised to act on the minor's behalf, where required by law.
13. COOKIES
Our website may use cookies and similar technologies to:
Keep the website functioning;
Remember preferences;
Understand website usage;
Improve website performance;
Measure marketing effectiveness, where applicable.
You may be able to manage cookies through your browser or through cookie controls made available on our website.
Disabling certain cookies may affect website functionality.
14. THIRD-PARTY WEBSITES
Our website or communications may contain links to third-party websites, social media platforms or services.
We are not responsible for the privacy practices, content or security of third-party websites.
You should review the privacy policies of those third parties before providing them with personal information.
15. DATA BREACHES
If we become aware of a personal data breach, we will assess and respond to it in accordance with applicable law and our internal data protection procedures.
Where notification is legally required, we will notify the relevant authority and/or affected individuals in accordance with applicable requirements.
16. COMPLAINTS
If you believe that we have handled your personal information unlawfully or improperly, please contact us first so that we can investigate and attempt to resolve your concern.
You may also have the right to lodge a complaint with the Office of the Data Protection Commissioner (ODPC), which is responsible for regulating and enforcing Kenya's data protection framework.
17. CHANGES TO THIS PRIVACY POLICY
We may update this Privacy Policy from time to time to reflect changes to our business, services, technology or applicable legal requirements.
The updated version will be posted on our website with a revised “Last Updated” date.
18. CONTACT US
If you have questions about this Privacy Policy or how we handle personal information, contact:
Reinas Gowns
Email: reinasgowns@gmail.com
Telephone/WhatsApp: +254 797 566 420
Address:USIU Road, Nairobi Kenya
Website: reinasgownsatelier.com
TERMS & CONDITIONS
Effective Date: 2 September 2026
Last Updated: 2 September 2026
Welcome to Reinas Gowns.
These Terms & Conditions (“Terms”) govern your use of the Reinas Gowns website and your purchase, rental, booking or use of products and services provided by Reinas Gowns (“Reinas Gowns,” “we,” “us,” or “our”).
By accessing our website, placing an order, making a booking, paying a deposit, renting a gown, purchasing a gown or otherwise engaging our services, you agree to these Terms.
Please read them carefully before placing an order or booking.
1. ABOUT REINAS GOWNS
Reinas Gowns is a fashion atelier offering bespoke gowns, gown rentals and related fashion services.
Business/Legal Name: Reinas Flair Company
Trading Name: Reinas Gowns
Website: reinasgownsatelier.com
Email: reinasgowns@gmail.com
Telephone/WhatsApp:+254 797566 420
Physical Address: USIU Road, Nairobi, Kenya
2. PRODUCTS AND SERVICES
Reinas Gowns may offer:
Bespoke and made-to-order gowns;
Gown rentals within Kenya;
Ready-to-wear or pre-order garments;
Alterations and fitting services;
Other fashion-related products or services displayed on the website.
Availability, pricing, specifications and delivery timelines may vary by product.
A product displayed on the website does not guarantee that it is currently available.
3. WEBSITE INFORMATION
We make reasonable efforts to ensure that product descriptions, measurements, colours, photographs and pricing displayed on our website are accurate.
However:
Colours may appear differently depending on your screen or device;
Handmade and bespoke garments may have minor variations;
Fabric availability may change;
Design details may vary where reasonably necessary due to material availability or construction requirements.
Such reasonable variations do not constitute a defect where the garment remains materially consistent with the agreed design.
4. PRICING
All prices are displayed in the currency stated on the website or quotation.
Unless expressly stated otherwise, prices do not include additional charges such as:
Delivery;
International shipping;
Customs duties;
Import taxes;
Alterations outside the agreed scope;
Rush or expedited production charges.
We reserve the right to correct genuine pricing or listing errors.
Where a pricing error materially affects an order, we will contact you before proceeding and provide the available options.
5. ORDERS AND BOOKINGS
An enquiry or product selection does not constitute a confirmed order or rental booking.
An order or booking becomes confirmed only when Reinas Gowns has:
Accepted the order or booking; and
Received the required payment or deposit.
For bespoke orders, the agreed design, specifications, measurements, pricing and payment schedule may be confirmed separately in writing.
Customers are responsible for reviewing the agreed details before approving an order.
6. BESPOKE AND MADE-TO-ORDER GOWNS
Bespoke garments are created specifically for the customer.
Before production begins, the customer may be required to provide or attend for:
Measurements;
Design approval;
Fabric or colour selection;
Fittings;
Other information reasonably required to produce the garment.
Once production has commenced, changes to the approved design may result in additional charges, changes to the delivery timeline, or may not be possible.
Because bespoke garments are made specifically for an individual customer, cancellations, alterations and refunds are subject to the bespoke order terms agreed at the time of purchase and applicable consumer protection law.
7. MEASUREMENTS AND FITTING
Customers are responsible for providing accurate information where measurements are supplied remotely.
Where measurements are taken by Reinas Gowns, we will take reasonable care to record them accurately.
However, fit may be affected by factors including:
Body changes;
Posture;
Undergarments;
Garment construction;
Fabric behaviour;
Design features;
Measurements provided by the customer.
Where a fitting is required, reasonable alterations may be recommended or undertaken before completion.
Additional alterations outside the agreed scope may attract additional charges.
8. PAYMENT
Payment terms will be communicated at the time of purchase or booking.
Depending on the product or service, payment may be required:
In full;
Through a deposit and balance;
According to an agreed payment schedule.
A deposit or payment does not automatically guarantee completion by a particular date unless the delivery date has been expressly confirmed by Reinas Gowns.
Failure to make an agreed payment on time may delay production, fitting, delivery or collection.
9. RENTAL BOOKINGS
Our rental service is currently available within Kenya unless otherwise expressly agreed in writing.
A rental booking is confirmed only after the required booking payment has been received.
The customer is responsible for providing accurate contact and booking information.
The gown remains the property of Reinas Gowns at all times.
A rental does not transfer ownership of the gown to the customer.
10. RENTAL COLLECTION AND INSPECTION
For in-store or in-person collection, the customer is encouraged to inspect the gown before leaving our premises.
The customer should immediately raise any concerns about:
Damage;
Stains;
Missing embellishments;
Alterations;
Fit;
Other visible issues.
Once the gown leaves our premises, it will be considered to have been accepted in its inspected condition, subject to any issue that could not reasonably have been discovered during inspection.
Customers who are unsure about the condition or suitability of a gown are encouraged to inspect it carefully before taking it.
11. RENTAL RETURNS
The gown must be returned by the agreed return date and time.
The customer is responsible for ensuring that the gown is returned safely and on time.
Late returns may affect another customer's booking and may therefore result in additional charges.
Where a gown is returned late, Reinas Gowns may charge a reasonable late-return fee and/or recover reasonable losses caused by the delay, subject to applicable law.
12. RENTAL CONDITION AND CUSTOMER RESPONSIBILITY
Customers must take reasonable care of rented gowns.
The following are prohibited unless expressly authorised:
Washing or attempting to clean the gown;
Bleaching;
Ironing or steaming using inappropriate equipment;
Cutting or altering the gown;
Removing embellishments;
Sewing or modifying the gown;
Applying adhesives or other substances;
Allowing another person to alter the gown.
Customers should take reasonable precautions against:
Food and drink stains;
Makeup transfer;
Oil and grease;
Mud;
Excessive moisture;
Perfume or chemical damage;
Snagging;
Tears;
Damage from jewellery, shoes or accessories.
13. DAMAGE, LOSS AND EXCESSIVE SOILING
The customer may be responsible for reasonable costs arising from damage, loss or excessive soiling occurring while the gown is in their possession, except where the damage resulted from circumstances for which the customer is not legally responsible.
Depending on the circumstances, charges may include reasonable costs of:
Cleaning;
Repairs;
Replacement of damaged components;
Restoration;
Reproduction or replacement of the gown where repair is not reasonably possible.
The amount charged will be based on the actual or reasonably estimated cost of addressing the damage and will not be used as a penalty.
If a gown is lost, stolen or damaged beyond reasonable repair, the customer may be responsible for its reasonable replacement value, subject to applicable law and the specific rental agreement.
14. RENTAL CANCELLATIONS
Rental cancellation terms will depend on when the cancellation is made.
Unless otherwise stated in the specific booking confirmation:
Cancellation 48 hours or more before the scheduled collection
Where a customer cancels at least 48 hours before the scheduled collection time, the eligible refundable amount will be processed in accordance with the booking terms.
Cancellation less than 48 hours before collection
Cancellations made less than 48 hours before the scheduled collection may be non-refundable because the gown may have been reserved exclusively for the customer and unavailable for other bookings.
Where exceptional circumstances apply, Reinas Gowns may consider the circumstances at its discretion, subject to applicable law.
15. RENTAL REFUNDS
Where a refund is approved, refunds will generally be processed within 48 hours after approval.
The time taken for the funds to appear in the customer's account may depend on the relevant bank or payment provider.
Refunds will normally be made through the original payment method where reasonably possible.
16. NO RETURNS AFTER RENTAL COLLECTION
Because rental gowns are reserved for specific dates and are inspected before leaving our premises, returns are not accepted simply because a customer changes their mind after collecting the gown.
Customers are encouraged to inspect the gown carefully before it leaves our premises and to raise any concerns before collection.
This policy does not exclude any rights that cannot lawfully be excluded under applicable consumer protection law.
17. BESPOKE CANCELLATIONS AND REFUNDS
Bespoke garments involve materials, labour, design time and production capacity committed specifically to an individual customer.
Where a bespoke order is cancelled after production, fabric procurement, cutting, construction or other work has commenced, the amount refundable, if any, will depend on the stage of production, costs already incurred and applicable law.
Any cancellation terms specifically agreed in writing with the customer will form part of the applicable order terms.
18. DELIVERY AND SHIPPING
For domestic deliveries, delivery timelines are estimates unless a specific delivery date has been expressly confirmed.
For international orders, shipping may be arranged through third-party courier services.
International customers are responsible for:
Providing accurate delivery information;
Ensuring that the recipient can receive the shipment;
Paying applicable customs duties, import taxes or charges imposed by the destination country unless expressly included in the purchase price.
Reinas Gowns is not responsible for delays caused by customs authorities, courier disruptions, incorrect delivery information, force majeure events or circumstances outside our reasonable control.
19. INTERNATIONAL ORDERS
International orders are made subject to the laws and import requirements of the destination country.
Customers are responsible for determining whether the product can legally be imported into their country and for complying with applicable customs requirements.
Any customs duties, taxes or import charges imposed by the destination country are the customer's responsibility unless expressly stated otherwise.
20. DELIVERY ADDRESS
Customers must provide accurate delivery information.
Reinas Gowns will not be responsible for delays, failed deliveries or additional delivery charges caused by:
Incorrect addresses;
Incomplete addresses;
Incorrect telephone numbers;
Failure to respond to the courier;
Failure to collect a shipment;
Refusal to accept a shipment;
Other information supplied incorrectly by the customer.
21. FORCE MAJEURE
We will not be liable for delays or failure to perform obligations caused by circumstances reasonably beyond our control.
These may include:
Natural disasters;
Fire;
Flood;
Epidemics or pandemics;
Government action;
Civil unrest;
Industrial action;
Power or network outages;
Courier disruptions;
Material shortages;
Supplier failures;
Acts of war or terrorism;
Other circumstances beyond our reasonable control.
Where reasonably possible, we will communicate significant delays and work with the customer to find an appropriate solution.
22. CUSTOMER RESPONSIBILITY
Customers are responsible for:
Providing accurate information;
Reviewing order details;
Attending scheduled fittings;
Making payments on time;
Inspecting rental garments before collection;
Taking reasonable care of rental garments;
Returning rental garments on time;
Providing accurate delivery information.
Failure to meet these responsibilities may affect delivery timelines, fit, availability or additional costs.
23. INTELLECTUAL PROPERTY
All content on the Reinas Gowns website and our official communication channels, including but not limited to:
Designs;
Original gown concepts;
Photographs;
Videos;
Logos;
Brand names;
Graphics;
Written content;
Website content;
Product descriptions;
Marketing materials
is owned by or licensed to Reinas Gowns unless otherwise stated.
You may not reproduce, copy, modify, distribute, sell, commercially exploit or use our content or designs without prior written permission.
Purchasing or renting a gown does not transfer ownership of Reinas Gowns' intellectual property in the design.
24. CUSTOMER-PROVIDED DESIGNS AND REFERENCES
Customers may provide inspiration images or design references.
By submitting material to Reinas Gowns, the customer confirms that they have the right to provide the material for the intended purpose.
Where a customer requests a garment inspired by third-party designs, Reinas Gowns may adapt the concept rather than reproduce protected designs exactly.
We reserve the right to decline a design request where we reasonably believe it would infringe another party's rights.
25. PHOTOGRAPHY AND MARKETING
Reinas Gowns may photograph gowns for portfolio, editorial and marketing purposes.
We will not intentionally identify a customer in marketing material without an appropriate legal basis.
Where customer consent is required for identifiable use of photographs or videos, we will obtain that consent separately.
A customer may withdraw consent for future marketing use, subject to reasonable limitations relating to material already lawfully published.
26. WEBSITE USE
You agree not to:
Use the website for unlawful purposes;
Attempt to gain unauthorised access to our systems;
Interfere with website functionality;
Upload malicious code;
Scrape, reproduce or commercially exploit website content without permission;
Misrepresent your identity or information;
Use the website in a manner that may harm Reinas Gowns or other users.
We may suspend or restrict access where reasonably necessary to protect the website, our business or other users.
27. THIRD-PARTY SERVICES
We may rely on third-party providers for services including:
Payment processing;
Website hosting;
Email;
Analytics;
Courier and shipping;
Communication platforms.
Third-party services may have their own terms and privacy policies.
We are not responsible for independent acts or omissions of third-party providers outside our reasonable control.
28. LIMITATION OF LIABILITY
To the extent permitted by applicable law, Reinas Gowns will not be responsible for indirect, incidental or consequential losses arising from the use of our website, products or services.
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under applicable law.
Nothing in these Terms is intended to remove or restrict a consumer right that is legally protected.
29. COMPLAINTS AND DISPUTE RESOLUTION
If you have a concern about an order, rental or service, please contact Reinas Gowns as soon as reasonably possible.
We will make reasonable efforts to investigate complaints and reach a fair resolution.
Complaints: Email: reinasgowns@gmail.com Telephone/WhatsApp:+254 797566 420
Where a dispute cannot be resolved directly, the parties may consider an appropriate alternative dispute resolution process before pursuing formal legal proceedings, where appropriate.
30. GOVERNING LAW
These Terms are governed by the laws of the Republic of Kenya, subject to any mandatory consumer protection rights or other applicable laws.
Any dispute that cannot be resolved through reasonable efforts or an agreed alternative dispute resolution process may be referred to a court or other forum having appropriate jurisdiction.
31. CHANGES TO THESE TERMS
We may update these Terms from time to time to reflect changes to our services, business practices or applicable law.
The updated Terms will be published on our website with a revised “Last Updated” date.
The Terms applicable to an existing order or booking will generally be those agreed at the time the order or booking was confirmed, unless a change is required by law.
32. SEVERABILITY
If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be interpreted or modified to the extent necessary to make it lawful and enforceable where possible.
The remaining provisions will continue to apply.
33. ENTIRE AGREEMENT
These Terms, together with any applicable order confirmation, rental agreement, quotation, invoice and other written terms expressly incorporated into the transaction, constitute the agreement between the customer and Reinas Gowns regarding the relevant product or service.
Where there is a conflict between these general Terms and a specific written order or rental agreement, the specific written agreement will apply to the extent of the conflict.
34. CONTACT
For questions regarding these Terms, orders, rentals or services:
Reinas Gowns
Email: reinasgowns@gmail.com
Telephone/WhatsApp:+254 797566 420
Physical Address: USIU Road, Nairobi, Kenya
Website: reinasgownsatelier.com