Account & Data Deletion — Kilindar Merchant App

Effective Date: 25 May, 2026

Company: Kilindar Services Pvt Ltd (किलिण्डर सर्भिसेज प्रा लि), Madhyapur Thimi-03, Bhaktapur, Bagmati, Nepal

Contact: support@kilindar.com

1) What this page is for

This page explains how to request deletion of your Kilindar Merchant account and the data we hold about you. It is the official deletion URL referenced in our Google Play "Data safety" form.

2) Who can request deletion

Anyone with an active or previously active Kilindar Merchant account can request:

Permanent deletion of the account itself.
Permanent deletion of the personal data we hold for that account (name, profile picture, phone number, email, date of birth, login history, support messages).
Permanent deletion of the operational records you authored (trips, tickets, expense ledger entries, chalans).

3) How to request deletion — preferred path (in-app)

**We prefer that you request deletion from inside the Kilindar Merchant app.** The in-app flow is the fastest route because it verifies your identity through your existing login, attaches your account ID to the request automatically, and lets you cancel the request yourself if you change your mind — none of which is possible from a cold email.

Steps:

1. **Sign in** to the Kilindar Merchant app on the device you normally use.

2. Open the side menu and tap **Profile**.

3. Scroll down to the **Danger zone** section.

4. Tap **Request account deletion**.

5. On the sheet that appears, read the "What happens next" notes, optionally add a reason (helps us improve — never used as a gate), then type **"Delete my account"** in the confirmation field. The phrase is case-insensitive.

6. Tap **Submit request**.

You will see a yellow "Pending review" banner in the same section after submission. The banner stays there until either (a) we complete the deletion or (b) you tap **Cancel request** within 7 days to withdraw it. The Kilindar ops team is notified automatically when you submit or cancel.

4) How to request deletion — alternative path (email)

Use this only if you cannot sign in (lost device, forgotten credentials, locked account). Send an email to **support@kilindar.com** with the subject line **"Delete my Kilindar Merchant account"** and include:

The phone number or email registered on the account.
A short statement: "I am the account holder and request permanent deletion of my account and associated data."

We respond from `support@kilindar.com` to confirm receipt within 3 working days. Because there's no signed-in session to verify identity, we may reply with a short verification step (for example, when the registered phone is shared with another business) before proceeding.

5) What gets deleted

On successful verification we permanently delete:

Your account record, login credentials, and OTP history.
Your merchant profile, profile picture, gender, and date of birth.
Your support conversations with the Kilindar team.
Your authored trips, tickets, seat-layout edits, expense headings, expense ledger entries, chalans, and any independent expenses you created.

6) What we may retain, and why

A small set of records is retained for the durations below. These records are necessary to comply with Nepali tax, accounting, or anti-fraud law, or to honour obligations we have to passengers and partner operators that bought tickets through your account. They are kept in a restricted-access archive and are no longer used for any operational purpose.

**Financial / tax records** (income, expenses, settlements, refunds, invoices): retained for **7 years** from the date of the transaction, as required by Nepali tax and accounting rules.
**Wallet and payment-gateway records** (top-ups, debits, payment-gateway references for online payments): retained for **7 years** from the transaction date.
**Tickets sold to passengers**: the ticket records themselves are retained until the passenger's own data-retention window expires (so the passenger can request their own ticket history independently). Any personal data about you is removed from those records as part of your deletion request.
**Anti-fraud and security logs** (failed login attempts, suspicious activity flags): retained for up to **12 months** to protect other users and operators.

7) Timeline

We confirm receipt of the request within **3 working days**.
After verification, account deletion is completed within **30 days**.
Data held under the retention rules in section 5 is removed automatically at the end of its retention window.

8) What changes for you after deletion

You will be unable to sign in. The phone or email previously registered can be used to create a fresh Kilindar Merchant account in the future.
Tickets you sold while the account was active remain valid for the passengers who purchased them.
Any pending refunds, dues, or payouts you owe to (or are owed by) Kilindar must be settled before the account is deleted. If a settlement is in progress at the time of your request, we will pause the deletion, complete the settlement, and then proceed.

9) Withdrawing a request

You can cancel a pending deletion request within 7 days of submitting it. After that, deletion proceeds and is irreversible.

**If you submitted from the app**: open Profile → Danger zone → **Cancel request** on the "Pending review" banner.
**If you submitted by email**: reply to the email thread asking us to cancel.

10) Contact

Questions about this process: **support@kilindar.com**.