Account Deletion & Closure Policy
Effective Date: 21 June 2026 Last Updated: 28 June 2026 Version: 2.0
How to close your GatiMitra account, how the request is reviewed, what is deactivated, what we are legally required to retain, and why a closed account cannot be revived. Aligned with Google Play Store policy and the Digital Personal Data Protection Act, 2023 (DPDPA).
#1. How account deletion works (request → review → deactivation)
Account deletion at GatiMitra is request-based and reviewed — it is not an instant, automated wipe. This protects you against accidental or fraudulent closure and lets us settle any pending orders, rides, refunds or disputes first.
| Step | What happens | Where |
|---|---|---|
| 1. Raise a request | Open the GatiMitra app → Profile → Settings → Privacy → Delete my account, choose a reason, and submit. This creates a deletion request (a support ticket). | Customer app |
| 2. Review | Our team reviews the request — verifies it is really you, and checks for pending payments, active orders/rides, refunds-in-flight or legal holds. | GatiMitra (typically within 7 days) |
| 3. Deactivation | Once reviewed, your account is deactivated and closed: login is blocked, services stop, marketing stops, and any auto-renewing membership is cancelled. | GatiMitra |
You do not need to call us or visit an office. If you cannot access the app, you can request closure by emailing grievance@gatimitra.com from your registered email or mobile, and we will run the same reviewed process.
#2. This is a one-way, irreversible action
A closed account cannot be revived. There is no "undo", no restore window, and no way to sign back into a closed account.
- Once your request is reviewed and the account is deactivated, the closure is permanent.
- Your order/ride history, wallet balance, saved data and GMitra Max benefits cannot be recovered.
- If you change your mind, you must register a fresh account. A new account starts empty — no history, no saved data, no wallet balance, and no membership benefits from the closed account.
If you are not certain, do not submit the request. Contact support first.
#3. What is deactivated and stopped
| Action | Timing |
|---|---|
| Login blocked / account closed | On deactivation (after review) |
| Active rides cancelled at no charge to you | Before closure |
| Active orders completed or refunded | Before closure |
| GMitra Max / subscription auto-renewal cancelled | On deactivation |
| Email / SMS / push marketing stops | Within 24 hours of deactivation |
| Device push tokens, search/cart/wishlist, behavioural marketing profiles removed | Within 30 days |
#4. What we retain after closure — and why it is NOT deleted
When an account is closed, we do not erase your identity record, documents, or registered mobile number. Indian law requires us to keep identity and transaction records for fixed periods. This retained data is isolated from active, user-facing systems — it is not used to serve you, profile you, or market to you.
| Data we retain | Retention period | Legal basis |
|---|---|---|
| Account record (name, registered mobile number) | For the longest applicable period below | DPDPA 2023 §8(7) + the laws below |
| KYC / identity documents (where collected) | 5 years post-closure | PMLA, RBI KYC Master Direction |
| GSTIN-related invoices | 6 years | CGST Act §36 |
| Order / ride / parcel transaction records | 8 years from the end of the relevant assessment year | Income Tax Act §44AA |
| Payment ledger entries | As required for reconciliation / RBI compliance | RBI |
| Records under a court order / notice u/s 91 CrPC | For as long as the legal hold persists | CrPC |
| Anti-money-laundering records | 5 years | PMLA §12(1)(e) |
| Cybersecurity / audit logs | 6 months | CERT-In Direction, 28 Apr 2022 |
Why your phone number and documents stay: they are tied to invoices, tax records, KYC obligations and dispute/fraud evidence. We are legally barred from deleting them early. They remain locked away and are permanently purged once the retention period lapses, per our Data Retention Policy.
#5. What we purge promptly (no retention obligation)
These have no legal retention requirement and are removed within 30 days of deactivation:
- Profile photo and bio
- Saved delivery addresses
- Saved payment tokens (revoked at our PCI-DSS gateway)
- Search history, browsing history, cart and wishlist
- Device tokens (push notification IDs)
- Marketing/behavioural analytics tied to your user ID
- Contact-permission-derived data
#6. Pending transactions pause the request
If, at review time, you have a pending payment, an open dispute, a refund-in-flight, an active order/ride, or a legal hold:
- The deletion request is paused until it is resolved.
- You are notified by email / SMS.
- Once cleared, the request proceeds to deactivation.
#7. Wallet balance
| Balance | Treatment |
|---|---|
| Wallet > ₹100 | Refunded to your original payment method or bank account (UPI/IFSC captured during review) before closure |
| Wallet ≤ ₹100 | Donated to GatiMitra's empanelled NGO unless you raise a refund request |
| Cashback / promotional credits | Forfeited per the cashback terms |
#8. Subscriptions
- GMitra Max: auto-renewal is cancelled on deactivation; no further charge. Benefits cease on closure.
- Trial subscriptions: ended immediately.
#9. Re-registration
Because your registered mobile number is retained with your closed account for the legal periods in §4, that number cannot be used to open a new account while it is under retention. If you need to return to GatiMitra during this period, contact grievance@gatimitra.com. A closed account is never reopened — any new account is entirely separate, with no history, saved data, wallet balance or membership from the closed one.
#10. Third-party processors
We instruct our processors (payment gateway Razorpay, push provider FCM/APNS, SMS provider MSG91, cloud R2 / Supabase) to delete eligible data per their contracts, generally within 30 days. Data they retain in backups follows their own published retention schedules and is outside our direct control.
#11. Children's accounts
If a parent / guardian believes an account belongs to a person under 18 (ride services require 18+), they can request immediate closure at safety@gatimitra.com. We verify and act within 72 hours.
#12. Posthumous closure
A legal heir / executor can request closure with a death certificate, succession certificate / will, and ID, at legal@gatimitra.com. Reviewed and processed within 30 days.
#13. Audit & evidence
For Play Store, App Store and DPDPA audits we keep, for each request: timestamp, channel, the reason given, verification of the requester, scope of closure, retention exceptions invoked, and the final deactivation timestamp. These audit logs are retained 180 days.
#14. Contact
| Channel | Address |
|---|---|
| In-app | Profile → Settings → Privacy → Delete my account |
| privacy@gatimitra.com | |
| DPO | dpo@gatimitra.com (DPDPA matters) |
| Grievance / escalation | grievance@gatimitra.com |
Owner: Privacy & Compliance