Delete your account

You can ask Loadless to delete your account and personal data at any time. This page covers the Loadless customer app, the store app and the rider app.

1. Open the Loadless app and sign in.
2. Go to the You tab and tap Delete Account at the bottom of the page (it is also under You → Edit profile → Delete Account).
3. Read the warning and confirm. Your account is closed straight away and you are signed out on every device.

Before you delete: use any wallet balance and loyalty points, and wait for active orders to be delivered. Wallet balance and points are lost when the account is deleted.

The store app and the rider app do not have a delete option; use the form below. You can also use it for a customer account if you can no longer open the app. You do not need to sign in.

To protect you, we will contact you on the phone number or email you give to confirm the request comes from the account holder before anything is deleted.

Customer account deleted in the app — straight away:

• You are signed out on every device, and the account can never be signed in to again.
• Your password and PIN are deleted, and your phone number and email are removed from the account, so you can use them for a new account.
• Your device's notification token is removed, and any recurring orders are cancelled.
• Your wallet balance and loyalty points can no longer be used.

Your name, profile photo, saved addresses (with their voice notes), saved cards, cart, favourites, recently viewed items, stock alerts and notifications are deleted at the same time. What we keep is listed below.

Store and rider accounts, and requests made with the form — after we confirm with you:

• Your sign-in is removed and your notification tokens are deleted.
• Your profile photo, contact details and any other personal information not covered by the records below are deleted.

• Orders, invoices, receipts, payments, refunds, and wallet and loyalty transactions — including the name, phone and delivery address recorded on each order. We must keep accounting records for as long as tax and commercial law requires (in Lebanon, up to 10 years).
• Delivery records — proof of delivery, cash collected and settled, and rider location recorded during deliveries — kept with the order for the same period, to verify payments and resolve disputes.
• Returns, reviews and chat messages linked to an order, kept with that order.
• For riders and store staff: contract, identity and settlement records we are required by law to keep.
• Audit logs, for up to two years.

When a retention period ends, these records are deleted or anonymised.

• Deleting in the customer app takes effect immediately.
• Form requests: we contact you to confirm, usually within a few working days, and complete the deletion within 30 days of your request. We tell you when it is done.