Account Deletion Policy

Smart Ride respects your right to control your personal data. This Account Deletion Policy explains what happens when you request to delete your Smart Ride account, what data is removed, what data is retained for legal obligations, and how long the process takes.

This policy applies to all Smart Ride users — riders, drivers, merchants, and pharmacists. By requesting account deletion, you acknowledge that you have read and understood this policy.

You can request account deletion using any of the following methods:

When you request account deletion, the following occurs immediately:

• Your account is deactivated — you cannot log in or use any Smart Ride services.
• Your profile information (name, email, phone number, profile photo) is scheduled for permanent deletion.
• You lose access to all Smart Ride features, including ride-hailing, delivery, shopping, health services, and wallet.

Within 30 days, the following data is permanently deleted:

• Ride history and trip details
• Saved addresses and favorite locations
• Payment method tokens (MTN MoMo, Airtel Money, cards via Nylon Pay)
• Chat and message history with drivers, merchants, and support
• Notification preferences and device tokens
• Search history and app usage analytics

Some data cannot be deleted immediately due to legal and regulatory obligations under Ugandan law. This data is retained in an anonymized or aggregated form and is kept secure:

• Transaction records — kept for 7 years as required by the Uganda Revenue Authority (URA) for tax audit purposes.
• Fraud prevention records — kept for up to 5 years to prevent abuse, chargebacks, and fraudulent re-registration.
• Court-ordered records — kept for the duration specified by any valid court order or law enforcement request.
• Anonymized analytics — aggregated, non-identifiable data used for service improvement may be retained indefinitely.

Retained data is stored securely and access is restricted to authorized personnel only. It is never used for marketing or sold to third parties.

Important: Any remaining Smart Ride wallet balance must be withdrawn BEFORE you request account deletion.

To withdraw: Open the app → Wallet → Withdraw → enter amount → select mobile money provider → confirm. If you cannot access your account, contact support@smartride.ug to arrange a manual withdrawal before deletion.

You cannot delete your account if you have any active rides, pending orders, or in-progress deliveries. You must first:

• Complete or cancel any active rides
• Receive or cancel any pending food/shopping orders
• Wait for any in-progress deliveries to complete
• Resolve any open disputes or payment issues

Once all active services are resolved, you may proceed with account deletion.

Account deletion is not immediate. There is a 30-day recovery window during which you can cancel the deletion request and restore your account.

To cancel a pending deletion, log in with your credentials (still active during the window) or contact support@smartride.ug with your registered phone number and a valid reason for cancellation.

After the 30-day window expires, the account and associated personal data are permanently deleted and cannot be recovered by any means.

If your phone number is linked to multiple Smart Ride account types (e.g., a rider account and a driver/merchant account), deleting one account type may affect the others:

• Rider account deletion does not automatically delete a linked driver or merchant account, but shared data (saved addresses, payment methods) will be removed.
• Driver/merchant account deletion requires settling all pending payouts and resolving active orders first.
• Complete deletion (all account types) requires separate confirmation for each type.

If you have any questions about account deletion, our privacy practices, or need help with the deletion process, our support team is here to help.