Delete your Trustdrop account
This page explains how to delete your Trustdrop account and the personal information linked to it, what we delete, what we must keep and why. It applies to buyers, sellers and couriers.
1. Delete your account in the app (fastest)
- Open Trustdrop and sign in.
- Tap the gear icon (Your account).
- Under Privacy, tap Delete account.
- Read what will be deleted, type DELETE and confirm.
Your account is deleted immediately and you are signed out. This cannot be undone. If you want to use Trustdrop again later you will need to register again (couriers will need to pass the ID check again).
2. Ask us to delete it (if you can't use the app)
If you no longer have the app or cannot sign in, email support@trustdrop.co.za [PLACEHOLDER – NOT YET ACTIVE] with:
- the subject line "Delete my Trustdrop account";
- your name and the cell number on your account (sellers: also your drop ID if you have it);
- whether you are a buyer, seller or courier.
Send it from the email address on your account if you have one (couriers). To protect you, we will confirm that the request comes from the account holder, for example by sending a code to the cell number on the account, before deleting anything. We will confirm the deletion by email within [WEB REQUEST DEADLINE, e.g. 30 days], and tell you if something must be finished first. [CONFIRM WITH LAWYER #1]
You can also ask us to delete only some information (for example a document you uploaded) without closing your account, using the same email address.
3. Before you can delete
So that nobody loses money, we can't delete an account while:
- you have an order or delivery job still in progress;
- you have money waiting to be withdrawn (sellers: an item payout; couriers: a released fee); or
- a dispute on one of your orders is still open.
The app tells you which order needs attention. Finish or withdraw first, or wait for the dispute to be decided, then try again.
4. What we delete
| Information | What happens |
|---|---|
| Name, cell number | Deleted. Your name is replaced with "Deleted user". |
| Seller drop ID and pick-up address | Deleted; the street address on past orders is replaced with "[removed]". |
| Buyer delivery addresses | The street address (and its map coordinates) on past orders is replaced with "[removed]". |
| Chat messages you sent | The text is replaced with "[message removed]". |
| Courier profile: ID number, email, home address, vehicle and company details, service areas, bank details | Deleted. |
| Uploaded documents: ID copy, selfie, licences, company, tax, insurance and bank documents | Files permanently deleted from our storage. |
| Identity verification result | Deleted from your account record. |
| Dispute reason you wrote | Replaced with "[removed]" on the dispute. |
| Your in-app notifications and block list | Deleted. |
| Safety reports | Your name is replaced with "Deleted user"; if someone reported your message, the message text is removed. |
5. What we keep, and why
| Information kept | Why | How long |
|---|---|---|
| Order and payment records: order reference, amounts, fees, commission, status history and dates, suburb/area of pick-up and delivery, item description | Tax and accounting law, handling chargebacks or later claims, fraud prevention | [TRANSACTION RECORD RETENTION, e.g. 5 years] [CONFIRM WITH LAWYER #2] |
| Dispute decisions and audit log (decision, staff note, dates) | Showing how money was released or refunded; legal claims | [DISPUTE RECORD RETENTION] |
| A deletion record (internal account number, role, date, list of order numbers; no name or contact details) | Proving that we deleted your account | [DELETION LOG RETENTION] |
| Payment-provider records | Our payment partner keeps its own records under its legal duties | Set by [PAYMENT PROVIDER NAME] |
| Backups | Deleted data can stay in encrypted backups until they are overwritten | Up to [BACKUP RETENTION PERIOD] |
Kept records are not linked to your name, cell number or street address and are used only for the reasons above. We may also keep information for longer if the law requires it or we need it for a legal claim or a fraud investigation that is already under way; we will tell you if that applies. [CONFIRM WITH LAWYER #3]
Information that other people sent you (for example their chat messages) belongs to their accounts and is not deleted when you delete yours.
6. Questions
Email support@trustdrop.co.za [PLACEHOLDER – NOT YET ACTIVE] or write to [OPERATING COMPANY NAME, CIPC NO.], [REGISTERED PHYSICAL ADDRESS]. See our Privacy Policy for your other rights. If you are unhappy with how we handled your request you can complain to the Information Regulator: POPIAComplaints@inforegulator.org.za, inforegulator.org.za.
Review summary (remove before publishing)
Placeholders to fill on this page:
- [OPERATING COMPANY NAME, CIPC NO.]
- [EFFECTIVE DATE]
- [WEB REQUEST DEADLINE, e.g. 30 days]
- [TRANSACTION RECORD RETENTION, e.g. 5 years]
- [DISPUTE RECORD RETENTION]
- [DELETION LOG RETENTION]
- [PAYMENT PROVIDER NAME]
- [BACKUP RETENTION PERIOD]
- [REGISTERED PHYSICAL ADDRESS]
- [support@trustdrop.co.za (placeholder, mailbox not active)]
Items marked [CONFIRM WITH LAWYER]:
- Confirm identity-verification method and response time for deletion requests (POPIA s24) ↑
- Retention periods under the Tax Administration Act, Companies Act, VAT Act and FICA ↑
- Confirm legal grounds for retaining records after deletion (POPIA s14(1)) and for keeping information during a fraud investigation ↑