1. Ask us to delete your account
- Email hello@urbanmarket.ke with “Delete my account” in the subject line. The button above writes the email for you.
- Say which account. Give the phone number you ordered with, registered your shop with or bought your licence with — and for a shop, the shop’s name.
- Confirm it is you. We check the request comes from the account’s owner, usually with a one-time code sent to that phone number.
- We delete it and tell you. We write back to say what was deleted, what was kept, and for how long.
You do not need to sign in to ask, and you do not need to give a reason. Deletion cannot be undone: a shop that has been deleted has to register again from the start.
2. If you run a shop on Urban Market POS
Your shop account is what you use to sell on Urban Market and to connect Urban Market POS. Deleting it closes the shop:
- the shop comes off Urban Market, with its storefront, products and photos;
- every till paired to the shop is disconnected, and staff PINs stop working;
- the customer list, loyalty points and balances the shop recorded are deleted.
If you have orders on the way or a payout still owed to you, say so in the same email, so they are finished before the shop closes.
2.1 Removing one member of staff
You do not need to write to us. In Urban Market POS, open Settings → Staff & PINs, choose the person and tap Remove. Their profile and PIN are deleted straight away. The sales they rang up stay in the shop’s records, because those are the shop’s accounts.
2.2 A till on an offline licence
A till running on an offline licence, without an Urban Market shop, keeps its catalogue and sales on the device. We hold the licence, the M-Pesa number it was bought with and, if you turned on cloud backups, copies of those backups.
- On the device: uninstall the app, or on Android open Settings → Apps → Urban Market POS → Storage and clear its storage. Save a backup to a file first if you need the records.
- With us: write to us as in section 1 with the phone number you bought the licence with, and we delete the licence record and any cloud backups.
3. If you shop on Urban Market
You can check out on Urban Market without an account, so for most shoppers there is no password or sign-in to close. What we hold is what is on your orders: your name, phone number, email address if you gave one, and where the order was delivered. Ask as in section 1, with the phone number you ordered with.
Your basket, saved products, compare list and age confirmation are kept by your own browser, not tied to your name. Clearing this site’s data in your browser’s settings removes them.
If a shop that uses Urban Market POS recorded your details at its till, you can ask that shop, or write to us with your phone number and the shop’s name and we remove you from its customer list.
4. What we delete
- Your profile: name, phone number and email address.
- Your shop: its storefront, products, photos, prices and stock.
- Staff profiles and PINs, and the tills paired to the shop.
- Customer records a shop kept: names, phone numbers, loyalty points and balances.
- Precise delivery locations (map pins).
- Conversations with Anita, our AI shopping assistant.
- Your marketing subscriptions. You stop receiving promotional messages.
- An offline licence and its cloud backups, where you ask for them.
5. What we keep, and for how long
Some records must outlive the account. We keep them only for the reason given, use them for nothing else, and delete them or make them anonymous when the period ends — you do not need to ask again. These are the periods in section 11 of our Privacy Policy.
| Record | How long | Why |
|---|---|---|
| Completed orders, payments, refunds and payouts, with the name and phone number on them | 7 years | Kenyan tax and accounting law |
| A seller’s KRA PIN, licences and payout details | 7 years after the shop closes | Kenyan tax law |
| Support messages and complaints | 3 years after the matter is closed | To answer a dispute about it |
| Proof that you agreed to, or stopped, marketing messages | 2 years | To show we had your consent |
| Anything under a dispute, fraud check or legal hold | Until it is resolved | Required by law |
6. How long it takes
We act on a request within the time the Data Protection Act, 2019 and the Data Protection (General) Regulations, 2021 allow, and tell you if we need longer and why. If you are not satisfied with how we handled it, tell us first; you can also complain to the Office of the Data Protection Commissioner at any time, at www.odpc.go.ke.