Account Deletion and Data Deletion Policy

1. Purpose#

1.1 This document explains how to delete your Fawran account, what happens the moment you ask, what is deleted afterwards, and what we must keep, why, and for how long.

1.2 It is the practical implementation of your right to erasure or concealment under Article 4(B)(5) of the Personal Data Protection Law No. (24) of 2023.

1.3 The controller that holds the data and carries out the deletion is FAWRAN LLC, operating under the trade name FAWRAN. Deletion requests go through the routes in section 3.

2. ★ The whole picture, briefly#

3. How to request deletion#

You can request deletion by either route. You do not need anyone's permission and you do not have to give a reason.

Route 1 — from inside the app#

Open the app, go to Settings, and choose Delete account.

Choose a reason from the list (a reason is required for statistical purposes only, and "Prefer not to say" is one of the choices), enter the code we send to your email address, then confirm.

Why the code? Because a stolen session alone must not be enough to delete an account. The code proves the request came from the owner of the email address itself.

Route 2 — by asking us (always available, to every user)#

Send a request to the legal contact address shown in the “Operator and contact details” section at the foot of this document, or open a ticket through the official support channels, stating:

1. that you are requesting deletion of your Fawran account;
2. the email address attached to the account.

We verify your identity with a code sent to that address, then carry out the request through the same process described in this document.

3.1 If you want your reviews deleted too#

Review text stays published after deletion, detached from your identity (see section 6). If you want the review text itself deleted, say so expressly when you make the request and we will delete it.

4. What happens the moment you ask#

4.1 When your request is accepted we do the following immediately, not after thirty days:

4.2 What does not stop: live orders, returns, refunds and disputes continue to their conclusion. Deactivating the account extinguishes neither a right of yours nor an obligation of ours.

4.3 We send you a confirmation message as soon as the request is accepted, stating: the request date, the recovery deadline, how to restore the account, which of your transactions are still running, that limited records may lawfully be retained, and how to tell us if you were not the one who asked.

5. ★ The recovery period — 30 days#

5.1 The period starts the moment your request is accepted and runs for thirty calendar days.

5.2 How to bring your account back during it:

1. Open the app and enter your email address as you would to sign in;
2. We send you a one-time code;
3. Entering the correct code does not sign you in; instead we tell you the account is in a recovery period;
4. You explicitly choose “Restore my account”;
5. The deletion request is cancelled and the account works again.

5.3 If your session is still open in a window you were using when the request was made, you can reverse it from there directly with an explicit confirmation — without waiting for a code.

5.4 Recovery restores access, not deleted data. Your cart, wishlist and notification tokens were removed at deactivation and do not come back. Marketing messages stay switched off until you turn them on again yourself.

5.5 When the period ends, recovery ends with it — permanently. We hold no internal means of bringing the account back afterwards, and our staff have no button that restores an account without a documented request from you.

6. What happens after the period ends#

6.1 Every item of data falls into one of three treatments:

(a) Deleted#

(b) De-identified#

(c) Retained with restricted access#

See section 7.

6.2 What if you use the same email for a Fawran seller or captain account? Then we delete the buyer role and its data only. Your sign-in identity and your other role keep working exactly as before, so deleting a shopping account never takes your work offline. This is recorded on the deletion record.

6.3 Deletion after the period ends is permanent and irreversible.

7. What we keep despite deletion, why, and for how long#

7.1 Article 6(B) of the Law provides that data shall not be retained after the purpose of processing has been fulfilled, “unless legislation provides otherwise”. That exception is the basis for the following:

7.2 What “keeping” means here, exactly:

• these records are stored in a restricted scope, reachable only by those who need them for the stated purpose;
• they are never used for marketing, recommendations, personalisation or any commercial contact;
• they are not presented as an active account, and do not appear in buyer lists or active-user statistics;
• where the purpose can be met with de-identified data, we de-identify it;
• and every category carries a review or expiry date. We keep nothing indefinitely.

7.3 Usage and statistical records are aggregated so that they identify no individual, and therefore cease to be personal data.

8. Your wallet balance#

8.1 If you hold a Wallet balance when you request deletion, we tell you its value in the confirmation message, before the period ends.

8.2 The Wallet is credit for use inside the Platform. It is not a bank account and is not paid out in cash — as set out in the Payment Policy.

8.3 We do not silently confiscate your balance. If a balance is still outstanding when the deletion falls due, the deletion stops there and we contact you to agree what happens to it. Your account is never deleted with a balance left hanging, and your balance is never taken by our doing nothing.

8.4 If the balance arises from a refund owed to you that has not completed, deletion is not carried out until that refund is completed or you have agreed with us where it should go.

8.5 If you owe an unpaid amount, we settle it with you first; this is not used as a pretext to block deletion indefinitely.

9. When deletion is delayed#

9.1 Deactivation is never delayed. What may be delayed is the final deletion, in these situations:

9.2 In every case we tell you the reason and the expected timing, and we do not leave a request hanging without a reply. The account stays deactivated throughout — it does not come back to life merely because something is blocking the final step.

10. Using the same email address afterwards#

10.1 After deletion completes, you may create a new account with the same email address.

10.2 But it is a new account starting from scratch: no previously deleted data is restored into it, it is not linked to your past orders, and nothing about it reveals that you were a customer before.

10.3 Marketing messages start switched off in the new account until you turn them on yourself.

10.4 The single exception: if your address is attached to an unresolved fraud or abuse record, we may refuse a new account until that record has run its course and been reviewed.

11. Deleting particular data without deleting the account#

11.1 You do not have to delete your account to delete specific data. You can:

• delete a saved address or a saved card in account settings;
• delete a review you wrote;
• turn notification categories on or off in account settings;
• ask us to erase a particular category, under the Data Rights and Privacy Requests Policy.

12. Deleting someone else's account#

12.1 We do not delete an account at the request of anyone other than its holder, except:

12.2 Article 5(A)(4) of the Law requires prior consent, for a person lacking legal capacity, to be given by one of the parents or the legal guardian, or by a judge on the Unit's request where that is in that person's best interest.

13. If your request is refused or delayed#

13.1 If your request is not carried out within the stated times, or is refused in whole or in part, we give you the specific reason.

13.2 You may escalate under the Customer Complaints and Escalation Policy.

13.3 You may at any time complain to the competent personal-data-protection regulator, under Articles 17(E) and 18(B) of the Law, without having to go through us first.

14. Version history#