This page covers both of our apps: HUB (for customers and merchants) and HUB Driver (for couriers), run by Maapia Technologies Ltd.
Delete your account in the app
- HUB: open the Profile tab and tap Delete account at the bottom of the page.
- HUB Driver: open the Profile tab, tap Settings, then Delete account.
The screen explains what will be deleted. Confirm, enter your password, and your account is deleted straight away. If you use the HUB app, you can save a copy of your data first from Profile, then Download my data.
Ask us to delete your account without the app
- Submit a request on our help site at help.hubkenya.co.ke/contact. Choose the category Account & Security, write “Delete my account” as the subject, and use the email address your account is registered with.
- Or email hello@hubkenya.co.ke from the email address your account is registered with, and say which app you use.
We confirm your request by email, at the address you wrote from.
When an account cannot be deleted yet
We cannot delete an account while:
- an order you placed is paid and still being prepared or delivered;
- a dispute involving you is open;
- your shop has customer orders still to fulfil, or you have an active delivery as a courier;
- a payout to you is still being processed; or
- your shop or courier wallet has a balance.
The app tells you which of these applies. Once it is resolved, you can delete the account.
What we delete
- Your name, email address, phone number, profile photo and interests are removed from your account, which is closed and can no longer be signed in to. You are signed out on every device.
- Your password, one-time codes, linked Google sign-in, push notification tokens and product view history are deleted.
- Merchant and courier verification documents (national ID, selfie with ID, driving licence, vehicle photo, insurance, business licence and permits) are deleted, together with the files held in our own storage. Files held with an image hosting provider (Cloudinary, where used) are not removed by this process.
- Your courier application details and vehicle details are erased, and your courier profile is closed.
- Saved addresses you never used for an order are deleted. Addresses used for an order lose their address text, building, floor, street, estate, postcode and instructions.
- Your shop is taken offline and is no longer shown to customers.
- Unpaid orders still in your cart or waiting for payment are cancelled.
What we keep, and why
We keep the records we need for financial, tax and legal purposes, and to handle disputes. They stay attached to the anonymised account, which nobody can sign in to:
- orders, receipts, payments, refunds, payouts, and wallet and ledger entries;
- deliveries, including proof-of-delivery photos;
- reviews (shown as from a “Former customer”), disputes and audit logs;
- for addresses used in an order, the map position, county and town;
- chat messages on your orders, kept with the order record;
- your shop’s name, products and photos, which stay in our records and on past receipts;
- for couriers, the last reported position on the closed courier profile. Delivery trails are deleted automatically 30 days after they were recorded.
Questions
Email hello@hubkenya.co.ke. Our Privacy Policy explains how we handle your data.