Account Deletion

1. How to request deletion

The online process supports customer, driver, company/fleet, staff and administrator accounts, including personal and business delivery customers. Customer requests use automated erasure once eligible. Other account types create a dedicated, verified privacy-review case so connected work, access, subscriptions, payouts and required records can be handled safely.

1. Open the secure request form

   Select Request permanent account deletion. No ordinary account sign-in is required. If you are already signed in, open your account settings, find Permanently Delete Account and select I want to permanently delete my account. Drivers have this section in My Settings, company users in their profile and settings, and staff and administrators in Account settings.

2. Verify your registered email

   Enter the email linked to your Dropdsh account and select Send confirmation code. Enter the six-digit code sent to that address. Codes are short-lived; the form shows their validity period. Check your spam folder and wait at least a minute before requesting another code.

3. Confirm your identity and permanent choice

   If you enabled two-factor authentication, enter a current authenticator code. Read and tick the permanent-deletion confirmation, then select Confirm permanent deletion request. Requesting an email code alone does not delete or close your account.

4. Keep your reference and follow progress

   Your verified request opens a private status page with a request reference, response deadline, outstanding items and any restricted records retained. Keep the reference and access to this page. For customer accounts, new bookings, purchases and profile changes stop while erasure is processed. For other account types, the request enters privacy review; existing work, access, subscriptions and payouts continue until a safe plan is agreed. The status page distinguishes a submitted request from completed deletion and shows the team's public responses.

2. Deliveries, payments and balances

You can submit a deletion request while an obligation is outstanding. We remove independent, eligible information where possible, but may need to finish or reconcile the following before completing deletion:

• active or scheduled deliveries that must be completed or cancelled;
• pending payments, card authorisations, top-ups, refunds or delivery completion checks;
• remaining wallet or Dash Coin balances, which need an appropriate refund or other resolution;
• unpaid business statements, final billing periods or Direct Debit collections;
• unresolved delivery claims, disputes or a documented legal requirement to preserve information.

We do not silently discard your money or cancel another person's payout. Contact hello@dropdsh.co.uk with your request reference for help resolving an outstanding item. Any applicable cancellation or refund terms are explained in our Cancellation & Refunds Policy.

Driver and company reviews also cover active or rescue assignments, subscriptions, unsettled earnings, bank-transfer proof and fleet payroll. Staff and administrator reviews include access and ownership handover. A company owner's request does not authorize erasing other drivers or their records. A reviewer must complete the actual privacy work before recording deletion as fulfilled; reviewing a request alone does not erase an account.

3. Information we delete

Subject to the limited retention reasons below, deletion covers eligible personal information linked to the account, including:

• profile and contact details, saved addresses, date of birth and profile images;
• password and sign-in credentials, linked sign-in identifiers, authentication secrets, sessions and access tokens;
• device and notification registrations, marketing recipient records and unnecessary account preferences;
• personal addresses, contact details, location copies and unnecessary notes in delivery records;
• routine chat and support content, reviews and uploaded personal media that no longer need to be kept;
• eligible personal copies in application-managed services, such as delivery chat/tracking and the linked payment-customer profile.

We also address copies in related application records and request the applicable service-provider cleanup. We only report application-managed cleanup as complete when its required steps succeed.

4. Records we may retain

Deletion does not require destroying records that we must keep for a legal obligation or a justified accounting, security or legal-claim purpose. We minimise those records and restrict access. Our current approach is:

A delivery-specific hold protects that delivery's relevant evidence; it does not automatically justify keeping all unrelated profile data. Your status page explains retained categories, scheduled expiry dates and active holds. You can ask us to explain or review a retention decision.

Deleting live account data does not immediately overwrite every backup. Backups and records independently held by payment providers or other organisations follow their applicable retention schedules. Contact privacy support for the period that applies to your information. Backups must not be used to reactivate an erased account. We cannot recall a report or email already received by another organisation; we will explain any recipient or processor action required for your request.

Read our Privacy Policy for the wider retention framework and how we use and share information.

5. Timing and request status

We normally respond to a data-rights request within one calendar month. We process a verified deletion request as soon as the necessary checks, outstanding obligations and required cleanup allow. The status page shows your response deadline and progress; a response deadline is not a promise that legally required records will be deleted by that date.

If identity verification, an unresolved obligation or a lawful exception affects the request, we will explain what remains and why. Where a lawful extension is needed for a complex request, we will explain the reason and expected timing. Contact support if you need an update or disagree with a delay.

Customer confirmation signs the browser out and keeps only access to the private status page. An assisted-review submission preserves the current login so active work can continue. You can recover status-page access by requesting and verifying another email code while the request is open. If an assisted request was declined or withdrawn, verifying and confirming a new request reopens the review with a new response deadline; the earlier history is retained. Keep your reference so support can help after completion.

6. After deletion and registering again

The erased account cannot be restored. Once the request and required cleanup are complete, you may verify the same email address and register a new account. A new account does not regain the old account's deliveries, conversations, wallet, rewards or other history. An email cannot be reused for registration while its verified deletion request is still being completed.

Deleting your Dropdsh account does not delete your Google or Apple account. It removes the sign-in association held for the erased Dropdsh account. If you only want a reversible closure, use the separate Close Account option in your account settings instead.

7. Support and other account types

Driver, fleet or company accounts: use the online form to create a dedicated verified deletion request, or use the email route if you need help. Staff and administrator accounts can use the same form. We review connected deliveries, payouts, compliance records, memberships and remaining obligations before confirming what can be erased and what must be retained. Your private status page is available without an ordinary sign-in; restricted internal review notes are not published there.

Lost email or authenticator access: contact the same team. We will explain reasonable ownership checks and an alternative way to exercise your rights. You can also contact us to request deletion of particular personal information without deleting your whole account.

If you disagree with our handling of your information, contact us for a review. You may also complain to the UK Information Commissioner's Office or the data protection authority where you live. Further contact and rights information is in our Privacy Policy.