Account Deletion Policy

01The scope of this policy

This policy sets out, in full detail, how a customer account is deleted from the Roseau app: who can request it, the two routes, when it is refused, what is erased for good, and what stays with the store and why. It expands on what Section 11 of the Privacy Policy summarises, and covers deletion only — not the rest of that policy.

It applies only to customer accounts. Store-staff accounts are managed from the store's separate admin app, which is not available to the public, and are entirely outside this page.

If anything here conflicts with the Privacy Policy, the Privacy Policy governs; this page only adds detail on deletion, it does not change any of its terms.

To submit a deletion request itself — rather than read its policy — see the account-deletion request page (in Arabic).

02Who can request deletion

Every registered customer may delete only their own account — never another customer's, even if they know the number.

• From inside the app: the server itself verifies your password before deleting, not the app alone. A session stolen on another device is not enough to delete your account; it also needs your password.
• By messaging us: the message must come from your own registered number over WhatsApp, and we may ask for further proof of identity before acting on it.

Someone who sent a repair request as a guest, without an account, has no account to delete in the first place; whatever data belongs to them is erased automatically once a registered account with the same number is deleted — see Section 5.

03The two routes to deletion

Both routes lead to the same result; the difference between them is timing, not outcome — see Section 10.

04When deletion is not carried out

The server refuses deletion in specific cases, and states the reason plainly instead of silently failing:

An order or repair request still in progress

Deletion is not carried out while you have an order whose status is not "delivered", "cancelled" or "returned", or a repair request whose status is not "delivered", "rejected" or "cancelled" — this also covers repair requests you sent as a guest, without an account, from the same number. The reason: a courier may already be on the way to you with your number and address, and erasing them would leave the order stranded with no way to reach you.

What you can do depends on the case:

• An order still "pending": cancel it yourself directly from its page, then try deleting again.
• An order that has already started processing: submit a cancellation request with a reason from the order's page, and wait for the store to approve it — the app does not cancel it automatically just because you submitted the request.
• A repair request: the app does not currently offer a button to cancel it yourself; contact the store to decide its fate before trying to delete your account again.

A blocked account

The server does not delete a blocked account by itself: deletion clears your number, which would lift the block along with it. The store must approve it first. Contact the store to request deletion.

A staff account

Staff accounts are managed from the admin app, and this page does not concern them — see Section 1.

05What is erased for good

On successful deletion, the following are erased permanently:

Your login account

Deleted permanently along with all its sessions. No one can sign in with this account afterwards.

Your phone number

Erased from your profile, from your repair requests (both the ones linked to your account and any guest requests sent from the same number), from staff notification text and their activity log about you, and from the delivery address stored with your past orders, where present.

Repair-request tracking links

All of them are invalidated; none will open anything after deletion.

Your profile picture

Removed from storage.

Delivery addresses and their coordinates

Deleted entirely.

Favourites

Deleted.

Your ratings and reviews

Deleted, and disappear from product pages.

Your notifications

Deleted from your record.

Verification codes, password-reset requests, and unfinished sign-up records

Tied to your number, all deleted.

Your number in the verification-request log

Erased on its own; the log itself remains, without a phone number, for its abuse-prevention purpose — see Section 6.

Your device's link to push notifications

Unlinked: your account leaves the notification service the moment deletion completes.

06What stays with the store and why

Certain records stay with the store, stripped of your phone number and of any link to a login account:

Your account row

Remains as an anchor holding your name, your tier (regular, wholesale, or special), a status of "deleted", your Roseau Coins balance and its movement history, and any staff notes on it.

Your orders

Their items, prices, invoices and amendments with reasons, any cancellation requests, their status history, and the delivery address and coordinates recorded with each order — all without your phone number.

Your repair requests

The device, the fault, the diagnosis, the cost, and the status history — without your phone number.

The verification-request log

Keeps only the IP address and the time — never your number.

This is not a lapse in deletion; it is a legal and accounting obligation: your orders and invoices are kept for up to 5 years, and repair requests for up to 2 years after they close — for tax and accounting purposes, parts warranty, and settling any dispute — as set out in Privacy Policy, Section 9.

What remains is bound by three safeguards: it is never linked to any login account again; the store cannot reactivate it or change its status or tier after deletion — the server refuses this outright; and it is never used for any kind of marketing.

07Roseau Coins

Your Roseau Coins balance is neither reset to zero nor transferred to another account on deletion; it remains attached to your deleted account row exactly as it was. Because the account can never be reactivated — see Section 9 — this balance effectively becomes unusable after deletion.

If you have a balance you want to spend, spend it before deleting your account.

08What happens on your device

• You are signed out of the app immediately on deletion.
• Your device's link to push notifications is unlinked — you will no longer receive notifications under this account.
• What stays on your device locally — the shopping cart, your dark-mode preference, and tracking links for past repair requests — is untouched by deletion, and remains until you uninstall the app yourself.

09After deletion

Deletion is final and cannot be undone; neither we nor anyone else can restore the account once it is carried out.

You may register again with the same phone number; it starts as an entirely new account, with no history and no link to your old orders or coins.

The old account remains visible to store staff, labelled "deleted account" ("حساب محذوف") next to its name, with no phone number and with no action available to them on it (they can neither block it nor change its tier).

10Timing

1. From inside the app: immediateThe account is deleted the moment you confirm.
2. By messaging us: we verify your identityWe may ask for proof that you own the number.
3. We carry out the deletion within 30 daysof verification, and confirm it back to you.
4. Backup copies are purged within 90 daysat most, under the normal backup cycle — for both routes.

Service providers who receive your data while you use the app are listed in Privacy Policy, Section 7.

11Deleting part of your data without deleting the whole account

You do not need to delete your whole account to get rid of some of your data — addresses, your profile picture, your ratings and reviews, your favourites, or the location/camera/gallery permissions. The detail and the steps are on the account-deletion request page (in Arabic).

12Contact and complaints

For any question about this policy, to request deletion by message, or to file a complaint:

Responsible party

Phone

WhatsApp

Address

Response time

Within 30 days at most.

If you believe our handling of your deletion request breaches the law, you have the right to complain to the data-protection authority in your own country.

13Changes to this policy

We may update this policy whenever how deletion behaves in the app or the server changes; the version number and last-updated date at the top of the page are updated with it.

If the change is material — such as adding a new case in which deletion is refused, or a change to what remains afterwards — we will tell you inside the app before it takes effect, wherever required.