Data Deletion

1. Your Right to Deletion

You can ask us to delete your Gloup account and the personal data associated with it at any time. Once we receive and verify your request, we start a 30-day deletion period. During those 30 days, you can still log in to your account. At the end of the 30 days, we delete the account entirely and delete or anonymise your personal data, except where we are required or permitted by law to keep certain information, as described in Section 4.

2. How to Request Deletion

You can request deletion of your account and data in either of the following ways:

1. In the Gloup app: Go to your Profile, open Settings, and choose the Delete Account option. Follow the on-screen steps to confirm.
2. By email: Send a request to gloup.support@gmail.com from the email address linked to your account, with the subject line “Data Deletion Request”.

To protect your account, we may ask you to verify your identity before we process the request.

3. What We Delete

When the 30-day deletion period ends, we delete or pseudonymise the personal data we hold about you, including:

1. Your account details, such as name, phone number, and password;
2. Your profile information, such as profile photo, saved addresses, and preferences;
3. Your booking history and any special instructions you provided;
4. Your communications with us, including support messages, feedback, and reviews where they identify you;
5. Your readable / encrypted NRIC number from the account record;
6. Any remaining identity verification images still held for your account, such as IC / MyKad photos, passport photos, selfie photos used for matching, and licence document images (these images are also removed automatically 90 days after upload, even if you do not request account deletion).

Your email address is not fully erased. Instead, it is transformed into a pseudonymised audit record — for example, deleted-on-16022026-markspencer@gmail.com — where the date reflects the day your account was deleted. This is a deliberate audit measure, not an oversight; it allows us to detect and prevent re-registration fraud. Your readable NRIC number is deleted from your account record. We may retain a one-way cryptographic identifier (an HMAC-based fingerprint) derived from your NRIC number so we can detect if the same NRIC is used again and support fraud or crime investigations, without keeping the NRIC itself in readable form. The retained records are described in Section 4.

4. What We May Retain

We may keep limited information after deletion where we have a legal or legitimate reason to do so, including:

1. A pseudonymised record of your email address (in the format deleted-on-[DDMMYYYY]-[original email]) for fraud prevention, audit, and to prevent duplicate re-registrations;
2. A one-way HMAC-based fingerprint derived from your NRIC number (not the readable NRIC itself) for fraud prevention, to prevent duplicate or fraudulent re-registration, and to support fraud or crime investigations;
3. Transaction and payment records needed to meet tax, accounting, and regulatory obligations;
4. Information required to resolve disputes, prevent fraud, investigate crime, or enforce our agreements;
5. Data we are legally required to retain for a defined period, including readable NRIC values only where a legal hold or lawful request requires it.

Sensitive identity images (IC / MyKad photos, passport photos, selfie photos, and licence document images) are retained for up to 90 days after upload and are then removed from our app and systems, unless a longer period is required by law for an active investigation or legal process. If your account is fully deleted before that 90-day period ends, any remaining identity images for that account are also removed as part of deletion. Any other retained data is kept only for as long as necessary and is then securely deleted. The pseudonymised email record constitutes pseudonymisation rather than full erasure — the original email address remains derivable from it. The NRIC HMAC fingerprint is different: it is a one-way identifier and cannot reasonably be used to reconstruct your NRIC in ordinary use. This approach is disclosed in our Privacy Policy.

5. Deletion Timeline

After a verified deletion request, your account enters a 30-day deletion period. During this period you can still log in. After 30 days, the account is deleted entirely. In some cases, such as where we must complete pending bookings or payments first, the final deletion step may take longer. We will keep you informed if additional time is needed.

6. Active Bookings and Obligations

If you have active or upcoming bookings, outstanding payments, or unresolved disputes at the time of your request, we may need to complete or settle these before fully deleting your account. We will let you know if this affects the timing of your request.

7. Effect of Deletion

During the 30-day deletion period, you can still log in and use your account. Once the period ends and deletion is completed, it is permanent. You will lose access to your booking history, saved preferences, referral information, and any benefits linked to your account. If you wish to use Gloup again afterwards, you will need to create a new account.

8. Contact Us

For questions about this Data Deletion Policy or the status of a request, contact us at:

Gloup Privacy Team. Email: gloup.support@gmail.com. Support: in-app support channel.