- 0789401725
- info@gilanta.com
- Mon - Fri: 9:00 - 18:30
Gilanta Super App — One App. One Africa. Endless Possibilities.
Gilanta LTD respects the rights of users to manage their accounts and personal information.
This Account Deletion Policy explains how users can request the deletion of their Gilanta Super App accounts, what happens after a deletion request is submitted, and how Gilanta handles personal information associated with deleted accounts.
This policy applies to all Gilanta Super App applications and associated services, including:
This policy should be read together with the Gilanta Super App Privacy Policy and Terms and Conditions.
Users may request deletion of an account they own or are authorised to manage.
Depending on the user’s registration and account structure, the request may relate to a customer, store, driver, service provider or worker account.
Account deletion is different from logging out, uninstalling the application, temporarily deactivating an account or disabling notifications. Uninstalling an application does not automatically delete the account or the personal information associated with it.
Where multiple accounts or roles are linked to one profile, users should specify whether they want to delete one role-specific account or the entire associated account, where those options are supported.
Gilanta will explain any limitations if the platform does not support separate deletion of linked accounts.
Users may request account deletion through an available in-app account deletion feature or by contacting Gilanta directly.
If the application provides an account deletion option:
The exact menu names may differ between the Customer, Store, Driver, Provider and Worker Apps.
If an in-app deletion option is unavailable, send an email to:
Use the subject line:
Request for Gilanta Super App Account Deletion
Please include:
Do not send your password, payment card security code or other sensitive authentication credentials by email.
Gilanta may request reasonable additional information to verify that the request comes from the account holder or an authorised representative.
Users may contact Gilanta for assistance with the deletion process:
If a deletion request is made by telephone or another support channel, Gilanta may ask the user to complete an appropriate verification step or submit written confirmation before proceeding.
Gilanta takes reasonable steps to ensure that an account is not deleted at the request of an unauthorised person.
Depending on the circumstances, verification may involve confirming access to the registered email address or telephone number, signing in to the account, providing an account reference or supplying other proportionate evidence of account ownership.
Gilanta will request only information reasonably necessary to verify the request.
If a request cannot be verified, Gilanta may ask for additional information or temporarily delay processing until the account holder’s identity or authority can be established.
Gilanta will acknowledge and process verified deletion requests as promptly as reasonably practicable.
Where no different period is required by applicable law, Gilanta aims to complete account deletion within 30 calendar days after successful verification of the request.
If a request is complex, involves multiple linked accounts or requires additional verification, processing may take longer where legally permitted.
If an extension is necessary, Gilanta will communicate the delay and its reason where required by applicable law.
A request is not considered fully completed merely because an application has been uninstalled or the user has logged out.
Once a deletion request has been verified and processed, Gilanta will take appropriate steps to disable or remove the account and delete or anonymise associated personal information that is no longer required to be retained.
Depending on the account type and the platform’s functionality, deletion may result in the following:
Some information may remain in records that Gilanta is legally required or permitted to retain. Such information will be handled according to applicable law and Gilanta’s Privacy Policy.
Before requesting account deletion, users should review any outstanding orders, bookings, refunds, payments or disputes associated with their accounts.
Where reasonably possible, users should allow active transactions to be completed or cancelled before deletion.
Customers should check for:
Deleting an account does not automatically cancel an existing order or booking, eliminate an outstanding payment obligation or guarantee an immediate refund.
Where necessary to protect the customer or another party, Gilanta may temporarily retain the minimum information required to complete, cancel, reconcile or resolve an outstanding transaction.
Stores should review pending orders, customer complaints, payment settlements, refunds and other outstanding commercial matters before requesting account deletion.
Gilanta may need to retain certain transaction, accounting or commercial records where required by law or a valid contractual obligation.
Where a store account represents a business with multiple authorised users, the request may require verification from an authorised business representative.
Drivers should review active jobs, pending deliveries, outstanding earnings, settlement records and any unresolved incidents before requesting deletion.
Deleting a driver account does not automatically remove valid payment entitlements or liabilities arising from completed transactions.
Gilanta may retain the minimum necessary records to process payments, address disputes and comply with applicable legal requirements.
Service providers should review active bookings, incomplete services, outstanding customer complaints and pending settlements.
Account deletion does not automatically terminate a separate commercial agreement unless that agreement or applicable law provides otherwise.
Workers should review assigned tasks, task completion records and any outstanding payments or disputes.
Where necessary, Gilanta may retain limited records to reconcile completed tasks, settle valid amounts or meet legal obligations.
Account deletion does not always mean that every record can be erased immediately.
Gilanta may retain certain information where there is a lawful basis and a genuine need to do so, including:
Retention will be limited to what is necessary for the relevant purpose and permitted by applicable law.
Retained information will not automatically remain available for ordinary account use. Where appropriate, it will be restricted, secured, anonymised or separated from active account data.
When the lawful retention purpose ends, the information will be deleted or anonymised in accordance with Gilanta’s data retention procedures.
Gilanta will assess the personal information associated with a verified deletion request and determine what can be deleted, anonymised or must be retained.
Information that is no longer needed and is not subject to a valid retention requirement will be deleted or anonymised within the applicable processing period.
Information retained for legal, financial, security or dispute-resolution purposes will be protected and used only for the purposes for which retention is justified, subject to applicable law.
Where information is held by a third-party service provider acting on Gilanta’s behalf, Gilanta will take appropriate steps consistent with its legal obligations and contractual arrangements to address the deletion request.
Some records may remain in secure backups for a limited period before being overwritten or removed through normal backup cycles, subject to applicable legal requirements and security safeguards.
Gilanta may use third-party services to process payments, provide messaging, support mapping functions or perform other platform operations.
Deleting a Gilanta account does not necessarily delete information held independently by those third parties under their own legal responsibilities or contractual relationships.
Where appropriate, users may need to contact the relevant third party directly to exercise rights relating to information it independently controls.
Gilanta will handle third-party data arrangements in accordance with applicable law and its Privacy Policy.
Account deletion is generally intended to be permanent.
After deletion, users may lose access to their profile, order history, saved information, account settings and other account-linked features.
Gilanta cannot guarantee that a deleted account can be restored.
If a user wishes to use Gilanta again, they may need to register a new account and complete any required verification or approval procedures.
Registration of a new account will be subject to the platform’s then-current Terms and Conditions and eligibility requirements.
Any outstanding legal obligations, valid payment liabilities or contractual responsibilities will not automatically disappear when an account is deleted.
For stores, service providers and other business accounts, deletion requests must be submitted by the account owner or an appropriately authorised representative.
Gilanta may request reasonable evidence of authority before processing the request.
Deleting a business account may affect employees, agents or other users whose access is linked to that account. The requesting representative should consider these consequences before confirming deletion.
Where a business account has several users, Gilanta may need to clarify whether the request concerns an individual user’s access or the entire business account.
Gilanta may delay or decline a deletion request to the extent permitted by law where:
Where Gilanta cannot fully comply with a request, it will explain the reason and any available alternative or review process where required by applicable law.
Where only part of the information must be retained, Gilanta will seek to delete or anonymise the remaining information where appropriate.
Subject to applicable law, users may have rights concerning their personal information, including rights to request access, correction, deletion or other appropriate action.
Account deletion requests will be assessed in accordance with the applicable data protection framework in Rwanda and any other mandatory laws relevant to the user or service.
A deletion request does not remove a user’s right to raise a privacy concern or submit a complaint to a competent data protection authority.
For privacy-related requests, contact:
Email: info@gilanta.com
Please identify the account involved and describe the request without sending unnecessary sensitive information.
Gilanta will take reasonable measures to protect retained records against unauthorised access, use, disclosure, alteration or loss.
Users should understand that information they previously shared with another user, merchant or provider may already have been received or retained by that party under its own responsibilities.
Gilanta cannot guarantee the deletion of copies independently retained by third parties where those parties are legally entitled or required to keep them.
A parent or legal guardian who is authorised to act on behalf of a child may contact Gilanta to request deletion of an account or personal information, subject to appropriate verification and applicable law.
Users must not submit deletion requests for another adult’s account without proper authority.
Gilanta may request evidence of parental responsibility or legal authority where reasonably necessary.
Gilanta may update this Account Deletion Policy to reflect changes to its services, account management features, security procedures or legal obligations.
The updated version will be published with a revised “Last Updated” date.
Where required by law, Gilanta will notify affected users of material changes or obtain any necessary consent.
Users are encouraged to review this policy periodically.
For assistance with account deletion, privacy requests or questions about this policy, contact:
Email subject: Request for Gilanta Super App Account Deletion
Please include your registered contact details and the type of account involved so that Gilanta can identify and verify the request.
Gilanta Super App recognises that users should be able to request deletion of their accounts and have their personal information handled responsibly.
Gilanta will process verified deletion requests in accordance with this policy, its Privacy Policy and applicable law, while protecting legitimate transaction records, security requirements and legal obligations.