Delete your account and data

1. How to ask

Any one of these is enough. You do not need to give a reason.

Please include, or have ready:

• your registered mobile number — the one you sign in with;
• your shop name; and
• whether you want everything deleted, or only certain things — see deleting only some things.

We will call your registered number to confirm the request is genuinely from the account holder. This is the only check we make, and it exists so that nobody else can delete your shop's account and its order history.

2. What we delete

On a full deletion request, we permanently remove:

• your account and the mobile number attached to it;
• your wishlist;
• any voice notes you recorded for our drivers — deleted from storage, not merely unlinked;
• your Need help messages, the drinks you asked us to stock, and any back-in-stock requests;
• your shop name, the owner's name, your email address if you added one, and your GSTIN;
• your own photo, if you added one;
• any photo our driver took of a payment at your door (the amounts stay on the order record);
• your GST certificate, if you sent one — deleted from storage, not merely unlinked;
• all saved delivery addresses, including the point on the map and the distance we calculated;
• your notification tokens, so no further alerts can reach your phone;
• your notification history, and the record of whether notifications were on;
• the app-usage records Google Firebase holds against your account — we ask Google to delete them;
• any problem reports your app sent us (these are also deleted automatically after 30 days);
• our internal notes about your account;
• any record of a location you tried to save outside our delivery area;
• your account summary — order count, lifetime value, last order date;
• the record of the WhatsApp sign-in messages sent to your number (these are also deleted automatically after 180 days); and
• any one-time sign-in code, though those expire in five minutes anyway.

If you are signed in when your account is deleted, the app signs you out the next time it is used and clears what it stored on your phone.

After this you can no longer sign in. If you come back later, you start as a new customer.

3. What we must keep

We cannot delete completed sale records, and we want to be straight about that rather than promise a clean sweep we are not allowed to make.

Indian company and tax law requires a business to keep its books of account, invoices and GST records — currently for up to eight years. So invoices and completed orders survive account deletion, together with the shop name, mobile number and address printed on them, because an invoice without them is not a valid record. That includes a cancelled order on which money was paid or refunded. An order cancelled before any money changed hands is not a sale record, and is deleted with the account. The record of money added to and spent from your wallet is kept with them, for the same reason.

What we do with those retained records:

• they are detached from your account, so they are no longer linked to a signed-in identity;
• they are kept only for accounting, tax and legal purposes — never for marketing, profiling or any operational use;
• access is limited to the people who need them for those purposes; and
• they are deleted once the statutory period ends.

We may also keep, for as long as needed, records relating to an unpaid balance, our returnable crates that have not come back, or an active legal claim or dispute.

If you paid online, Cashfree Payments keeps its own record of the payment, as the law requires of a payment gateway. We cannot delete that record, but it holds only what was needed to take the payment.

4. How long it takes

We will confirm in writing, or by phone if you prefer, once it is done.

We keep a short record that the deletion was carried out — the date, how you asked, who did it, and what was removed — so that we can answer if you ask later. It holds only the last four digits of your number and nothing else about you. Until we have asked Google to delete your app-usage records, it also holds the anonymous identifier those records are filed under; once we have, that is removed too.

5. Deleting only some things

You do not have to close the account to get something removed. Ask us for any of these on their own:

A saved address

Delete it yourself in the app, under Account, or ask us. The coordinates go with it.

Notifications

Turn them off in your phone settings, or ask us to remove your device tokens. Nothing else about your account changes.

Your GSTIN, your GST certificate, or the owner's name

All optional. Remove the certificate yourself in the app under Account, or ask us to clear any of them.

A location outside our area

If you tried to order from outside our area and would rather we did not keep that location, ask and we will remove it.

Our notes about your account

You can ask for a copy, ask for a correction, or ask us to remove notes that are no longer needed.

6. Before you ask

Two practical things, so nothing is left hanging:

• Settle any outstanding balance. Deleting the account does not cancel money owed either way. If your wallet in the app still holds money, we settle that with you first — an account cannot be deleted with money in it.
• Return our crates, glass and jars. Deposits are settled on your final invoice, and we cannot refund a deposit on returnables we have not had back.

If you would like a copy of your data before it goes, ask at the same time and we will send you your account details, addresses and order history.

7. Uninstalling is not deleting

Removing the app takes the sign-in token and your saved basket off your phone, and stops notifications reaching that device. It does not delete your account on our side. If you want the data gone, ask us using one of the routes above.

8. Our staff and delivery partners

If you use our depot app as a member of our team, ask the owner to remove your access; your account is deleted and the app on your phone signs out by itself. The positions your phone shared on delivery rounds are deleted automatically after 30 days. Orders you handled stay in our records, with your name, as part of our books of account.

For the full picture of what we hold and why, see our privacy policy. If you are unhappy with how we handle a request, our grievance officer is named at the end of that policy, and you may complain to the Data Protection Board of India.