# Data Deletion Policy
**Last updated: April 2026**
## 1. Your Right to Deletion
Under the Protection of Personal Information Act (POPIA) and in compliance with app store partner requirements (Google Play, Apple App Store), you have the right to request the deletion of your personal data from BinPack systems.
BinPack is committed to respecting your privacy and providing transparent data deletion procedures.
## 2. How to Request Data Deletion
You may request deletion of your data through any of the following methods:
### 2.1 Email Request
Send an email to our privacy team with the subject line **”Account Deletion Request”**:
**Email:** privacy@binpack.co.za
**Include in your email:**
– The email address associated with your BinPack account
– Your full name (as registered in the app)
– Brief reason for deletion (optional, but helpful for improving our services)
### 2.2 In-App Request
Navigate to the account deletion option in your app:
**For Residents:**
1. Open the BinPack Residents app
2. Go to **Settings** → **Privacy & Legal**
3. Tap **Request Account Deletion**
4. Follow the on-screen instructions and confirm
**For Drivers:**
1. Open the BinPack Driver app
2. Go to **Settings** → **Privacy & Terms**
3. Tap **Request Account Deletion**
4. Read the warning and confirm your request
### 2.3 Support Ticket
Submit a support ticket through the app:
1. Go to **Support** or **Help Center**
2. Create a new ticket with subject: “Account Deletion Request”
3. Provide your account email and confirmation
## 3. Verification Process
To protect your privacy and prevent unauthorized deletions, we verify all deletion requests:
### 3.1 Identity Verification
– We will send a confirmation email to the email address associated with your account
– You must click the verification link within 7 days to confirm your request
– If you do not verify, the deletion request will be canceled
### 3.2 Outstanding Obligations
Before deletion, we will check for:
– **Unpaid fees or invoices**: You must settle all outstanding payments
– **Pending collections**: Active collection requests must be completed or canceled
– **Driver assignments**: Drivers must complete or transfer any assigned collections
– **eBin rewards balance**: Unused rewards will be forfeited upon deletion
## 4. What Data Is Deleted
Upon verified request, we will permanently delete:
### 4.1 Account Information
– Your user profile (name, email, phone number, address)
– Login credentials (password hash, authentication tokens)
– Profile picture and uploaded photos
### 4.2 Collection History
– Waste collection request records
– Pickup and delivery addresses
– Waste type, weight, and volume data
– Collection status and timestamps
– Photos of waste
### 4.3 Communication Data
– In-app chat messages between you and drivers
– Support ticket history and correspondence
– Email communication preferences
### 4.4 Rewards and Payment Data (User-Facing)
– eBin rewards balance and transaction history
– Saved payment methods (deleted from our system and PayFast)
– Payment preferences and billing information
### 4.5 Device and Usage Data
– Push notification tokens (FCM tokens)
– Device identifiers
– App usage analytics tied to your account
– Geolocation history (driver tracking data)
## 5. Data We May Retain
Certain data may be retained as required by law, regulatory compliance, or legitimate business interests:
### 5.1 Financial Transaction Records (5 Years)
In compliance with South African Revenue Service (SARS) requirements, we retain:
– Payment transaction records (amounts, dates, invoices)
– Tax-related documentation
– Refund and chargeback records
**Note:** Personal identifiers in financial records are anonymized where possible. Records are securely stored and accessible only to authorized finance and compliance personnel.
### 5.2 Aggregated, Anonymized Data (Indefinite)
We may retain aggregated, anonymized waste metrics for:
– Environmental impact reporting (e.g., “Total kilograms of plastic recycled in 2026”)
– Sustainability initiatives and public reporting
– Service improvement and analytics
**Note:** This data cannot be used to identify you personally and is not tied to your account.
### 5.3 Audit Logs and Security Records (As Required by Law)
We may retain logs for:
– Regulatory compliance (e.g., POPIA compliance audits)
– Fraud prevention and investigation
– Legal disputes or litigation holds
– Security incident investigation
### 5.4 Backup Systems (Up to 90 Days)
Deleted data may remain in backup systems for up to 90 days before permanent removal. Backups are securely stored and not accessible for day-to-day operations.
## 6. Processing Timeline
### 6.1 Verification Phase (1-3 Days)
– We will send a verification email within 24 hours of receiving your request
– You have 7 days to verify your identity by clicking the confirmation link
### 6.2 Deletion Phase (30 Days)
– Once verified, we will complete the deletion process within **30 calendar days**
– You will receive a confirmation email when deletion is complete
### 6.3 Backup Removal (Up to 90 Days)
– Data will be purged from backup systems within 90 days of the deletion completion date
### 6.4 Firebase Authentication (72 Hours)
– Firebase Authentication records are removed within 72 hours of the deletion request being processed
## 7. Effect of Account Deletion
### 7.1 Loss of Access
– You will immediately lose access to your BinPack account
– You cannot log in or use any BinPack services with this account
### 7.2 Data Recovery
– **Account deletion is permanent and cannot be undone**
– We cannot recover your data once deletion is complete
– If you wish to use BinPack services again, you must create a new account
### 7.3 eBin Rewards Forfeiture
– All eBin rewards and balances will be forfeited
– Rewards cannot be transferred or redeemed after deletion
### 7.4 Service History
– Your waste collection history will be deleted and not available for reference
– Environmental impact metrics tied to your account will be lost
## 8. Alternative: Account Deactivation
If you are unsure about permanent deletion, you may request **temporary account deactivation**:
### 8.1 Deactivation Features
– Your account is disabled, and you cannot log in
– Your data is retained but not accessible or used for operations
– You can reactivate your account within 90 days by contacting support
### 8.2 How to Request Deactivation
Email support@binpack.co.za with the subject: **”Account Deactivation Request”**
## 9. Third-Party Data
### 9.1 PayFast Payment Data
Payment data processed through PayFast is subject to PayFast’s data retention and deletion policies. We will request deletion of your payment data from PayFast, but they may retain certain records as required by their policies and legal obligations.
**PayFast Privacy Policy:** https://www.payfast.co.za/privacy-policy/
### 9.2 Google Firebase
User authentication and data stored in Firebase (Google Cloud) will be deleted according to this policy. Firebase may retain data in backup systems for a limited time as part of their disaster recovery procedures.
## 10. Data Deletion for Deceased Users
Family members or legal representatives may request account deletion on behalf of a deceased user by providing:
– Proof of death (death certificate)
– Proof of relationship or legal authority
– Identification of the deceased user’s account
Contact: privacy@binpack.co.za with subject: **”Deceased User Account Deletion”**
## 11. Children’s Data
BinPack does not knowingly collect data from individuals under 18 years of age. If you believe we have inadvertently collected data from a minor, contact us immediately at privacy@binpack.co.za for expedited deletion.
## 12. Contact Us
For data deletion inquiries, questions, or assistance:
**Privacy Team**
Email: privacy@binpack.co.za
Subject Line: “Data Deletion Request”
**Support Team**
Email: support@binpack.co.za
In-App: Settings → Support
**Legal Team**
Email: legal@binpack.co.za
**Information Regulator (South Africa)**
If you believe your data deletion rights have been violated, you may lodge a complaint with:
Email: inforeg@justice.gov.za
Website: https://www.justice.gov.za/inforeg/
## 13. Transparency Report
BinPack publishes an annual transparency report that includes:
– Total number of data deletion requests received and fulfilled
– Average processing time for deletion requests
– Number of requests denied (with reasons)
**View Report:** https://binpack.co.za/transparency-report (updated annually)
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**BinPack (Pty) Ltd**
© 2026 All rights reserved
Registered in South Africa
Compliant with POPIA (Protection of Personal Information Act)
**Commitment to Privacy:** We respect your right to privacy and are committed to transparent, lawful data practices. Your personal information is yours, and we honor your decision to delete it.