Account & Data Deletion

You have the right to delete your Hailio account and request deletion of your personal data at any time. This page explains how to do it and what happens after.

HOW TO REQUEST DELETION

Option 1 — In the Hailio app:

1. Open the Hailio app
2. Tap your Profile tab (bottom-right)
3. Scroll to "Delete my account"
4. Confirm the action

Option 2 — By email:
Send an email to popia@hailio.co.za from the email address registered to your Hailio account, with the subject line "Delete my account". We will verify the request and respond within 4 business hours.

WHAT GETS DELETED

When your account is deleted, we permanently remove:

• Your profile (name, email, phone number, password)
• Your declared gender
• Your face photo (from Firebase Cloud Storage)
• Your saved emergency contacts
• Your saved payment methods (card details are held by our payment processor and removed there too)
• Your app preferences and settings

Deletion is completed within 30 days of your request.

WHAT WE RETAIN AFTER DELETION (AND WHY)

A small set of records is retained for legal and tax compliance, even after your account is deleted:

Completed trip and delivery records — retained for 5 years for tax and dispute-resolution purposes. Anonymised where possible (linked to an internal ID rather than your name or contact details).

Payment transaction records — retained for 7 years (South African Revenue Service requirement under the Tax Administration Act).

Emergency event records — retained for 10 years for safety, legal, and audit purposes.

These records cannot identify you on their own. They are linked to a unique internal identifier rather than your name, email, or phone number.

ACCOUNTS UNDER REVIEW OR SUSPENDED

You can request deletion at any stage of your account's lifecycle, including:

• While your application is still in our manual review queue
• After you have been suspended or rejected
• Before you complete face verification

Deletion is the same in all cases — your profile and submitted data are removed within 30 days, subject only to the legal retention periods listed above.

APPLE AND GOOGLE ACCOUNT DELETION POLICIES

If you signed in with Apple or Google authentication, deleting your Hailio account does not delete your Apple ID or Google account itself — those remain with Apple or Google. We only remove your Hailio profile and the data we hold about you.

DELETION ON BEHALF OF SOMEONE ELSE

If you are acting on behalf of someone who has died, lost capacity, or otherwise cannot make the request themselves, email popia@hailio.co.za with proof of authority (e.g. an executor's letter, power of attorney, or court order). We will verify the documentation and process the deletion.

APPEAL OR FOLLOW-UP

If you do not receive confirmation within 30 days of your deletion request, or if you believe data was not fully removed, contact our Information Officer:

Email: popia@hailio.co.za
Phone: 010 825 3961
Hours: Monday to Friday, 08:00 to 18:00 SAST

You also have the right to lodge a complaint with the South African Information Regulator:
Email: complaints.IR@justice.gov.za
Website: https://inforegulator.org.za

CONTACT

For any question about account deletion:
Email: support@hailio.co.za
Phone: 010 825 3961