How to request deletion
- Email hello@tillsync.co.ke with the subject TillSync account deletion request. Use the email linked to your TillSync account where possible.
- Tell us you want your account and associated personal data deleted. Include your account email and, if known, your account ID. A business name can help us find the right records, but is optional.
- We verify the request using proportionate checks, explain what will be deleted and any necessary exception, and confirm when active-system deletion is complete.
You do not need to sign in, reinstall TillSync, or obtain your employer’s permission to submit a request about your own account. If you no longer control the account email, contact us from an address you can access and explain the situation so we can arrange appropriate verification.
Do not include your password, M-Pesa PIN, one-time codes, full SMS messages, or financial statements. Knowing an account ID alone is not sufficient authority to delete someone else’s account.
The button above opens an email draft; your request is submitted when you send the email. If you do not use an email app on this device, copy the address into your preferred email service.
What deletion covers
Permanent account deletion covers the personal data associated with the account, including:
- Your sign-in account and authentication identity.
- Your account profile, display name, optional contact number, profile photo, preferences, and account-to-business links.
- Your memberships, permissions, and push-notification registrations.
- Associated personal identifiers in claims, device records, operational records, and identifiable analytics where applicable. These are deleted or irreversibly anonymised unless a specific disclosed lawful exception requires retention.
- Business payment records and original receipt messages where closing the account also closes the business, subject to other people’s rights and any identified lawful retention requirement.
We initiate the applicable deletion requests with our service providers as well as deleting information under our direct control. Removing access, freezing an account, or signing out does not count as fulfilling a permanent-deletion request.
Timing and retained information
- Response: within 14 calendar days of receiving your request, including any proportionate verification needed.
- Active-system deletion: within 30 calendar days after verification, or sooner where required by applicable law. We explain a lawful exception if one applies.
- Backups under TillSync’s control: residual copies are removed or overwritten within 90 days after active-system deletion, restricted from ordinary use in the meantime, and subject to re-deletion if a backup is restored.
- Firebase provider-side records: Google documents up to 180 days after the relevant deletion request to remove authentication and installation data from its live and backup systems. This separate provider period does not extend our 30-day active-system commitment.
We do not keep your personal information just because the business finds it convenient. A specific legal requirement, fraud or security investigation, or legal claim can require limited records to be kept longer. If so, our response identifies the data, reason, applicable retention period, and restrictions. We delete the retained information when that basis ends.
Irreversibly anonymised statistics that no longer identify a person may remain. See the full retention policy and Firebase’s retention information.
If you are an owner or attendant
Attendants: closing your account removes your personal access and associated personal information; it does not automatically close your employer’s business or erase other people’s independent records. Personal identifiers attached to shared records are deleted or irreversibly anonymised unless a specific lawful retention exception is explained.
Owners: tell us if you also want the business closed. We address the business’s payments, original receipt messages, claims, devices, membership records, and service access, and explain how other members will be affected. If other authorised owners or independently controlled records are involved, we resolve that safely without turning a business transfer into an unnecessary barrier to deleting your own account.
If you need an export for a lawful purpose, arrange it before records are deleted. Once deletion is complete, we cannot promise to restore the account or its records. Do not delay a privacy request just to keep using a business that no longer has a lawful reason to retain the data.
Delete specific data without closing an account
You can also request deletion of specific personal data at hello@tillsync.co.ke. Describe the data involved and say that you want to keep your account. We explain whether the relevant feature can continue without that data and apply the rights and retention rules in our Privacy Policy.
If you paid a business through M-Pesa but do not have a TillSync account, you can still contact us about your personal data. Provide the business name and an approximate date or other minimal information that helps identify the record. We may coordinate with the business and verify your authority without requesting unnecessary financial information.
What this does not delete
Deleting TillSync records does not delete Safaricom’s M-Pesa records, cancel or reverse payments, delete your Google account, or erase messages from a phone’s SMS inbox. We cannot remotely remove independently downloaded reports, exported files, or copies held by another party outside our control.
Revoking SMS permission in Android Settings stops new SMS access. Clear TillSync’s app storage or uninstall it to remove its local app data, including queued messages and caches. Exported files saved elsewhere need to be removed separately. Uninstalling alone does not delete cloud account data.
For help, email hello@tillsync.co.ke. Read the Privacy Policy for your other rights, or visit Contact support.