Ask us to delete your account
To delete your Gloodoh account and the data attached to it, send one email to privacy@gloodoh.com. You do not have to sign in, and you do not need the app on your phone. There is no Gloodoh form to fill in — if you would rather use the statutory erasure form, Form DPG 5 in the First Schedule to the Data Protection (General) Regulations 2021, attach it and we will act on that. However a clear request reaches us, we act on it.
Open an email to privacy@gloodoh.com with the subject already filled in, add the details below, and send it. If that link does not work on your device, write to privacy@gloodoh.com yourself with the subject Delete my Gloodoh account.
What to put in the email
- The email address or phone number on the account. Whatever you sign in with. If you have more than one Gloodoh account, tell us which one, or say you want all of them gone.
- Which app or console you use. Gloodoh Supplier, Gloodoh Consumer, Gloodoh Uploader, supplier.gloodoh.com or manage.gloodoh.com. One account works across all of them, so tell us if you only want to leave one of them.
- What you want deleted. Either “delete my whole account”, or “delete only…” and say what — a photo, a phone number, a message, your budget. Deleting only part of your data has the detail.
- Anything you own. If you run a business on Gloodoh, say what should happen to it. If you own a business on Gloodoh explains the choices.
Send it from the email address on the account if you can. Before we delete anything we will send a short confirmation code to the email address or phone number already on the account and ask you to send it back to us — including when you wrote from the account address itself, because deleting the wrong person's account is the one mistake we cannot undo. If you no longer have access to either, tell us and we will ask you instead about things only the account holder would know, such as recent orders on it. We never ask for a password. Nothing is deleted until you have confirmed, and you can stop a request at any point before that by replying to say so.
Somebody else may make the request for you. If the account belongs to a child, a parent or guardian can ask us to delete it; if you have authorised someone to act for you, or you are the guardian or administrator of someone who cannot act for themselves, they may write in your place (Data Protection Act, No. 24 of 2019, s.27). We will ask them to show who they are and what authority they hold before we delete anything, and we act in the account holder's interests throughout (Data Protection (General) Regulations 2021, reg 13).
Deletion is permanent. Your messages, settings and access do not come back, and signing up again later gives you an empty new account. If what you actually want is for the notifications to stop, say that instead and we will turn them off rather than delete you.
Which apps and accounts this covers
Gloodoh is operated by iTsitso Space LTD — the developer iTsitso Space on Google Play and the App Store — a company incorporated in the Republic of Kenya. This page covers every Gloodoh account we hold, in every place you can use one.
- Gloodoh (listed as Gloodoh Supplier) —
space.itsitso.gloodoh - Gloodoh Consumer —
space.itsitso.gloodohconsumer - Gloodoh Uploader —
space.itsitso.gloodohuploader - The supplier console at supplier.gloodoh.com and the staff console at manage.gloodoh.com
It is one account behind all of them. Your sign-in, your profile and your contact details are a single record, so deleting the account removes it from every app at once. If you only want to stop using one of them, say so and we will do that instead.
You do not need a Gloodoh account to use this page. If a shop recorded a sale to you at the counter, if you got a text from us about a payment you made but never signed up, or if you only ever wrote to us through the form on gloodoh.com, we still hold something with your name or number on it. Email privacy@gloodoh.com with the phone number or email address involved and we will find it and delete it on the same terms as everything else on this page.
Until Gloodoh opens to the public on 30 October 2026, the apps are in invitation-only testing. A test account is a real account with real data in it, and this same request deletes it.
We handle every request the same way wherever you live — Kenya, Uganda, Tanzania, Rwanda, Burundi or anywhere else. Kenyan law governs this page. Where the law of the country you live in gives you rights over your own data that cannot be signed away, nothing here affects them.
What happens after you send it
A person reads your email and does the work by hand. This is the order it happens in.
- We acknowledge it within 7 days, by reply to the address you wrote from, so you know it arrived and did not fall into a gap.
- We check that it is you. We send a short code to the email address or phone number already on the account and ask you to send it back. If you can no longer reach either of them, we will ask you something only the account holder would know. We never ask for a password.
- We tell you if any single record has to wait. An order still running, a payout still owed. That never holds up the rest of the request: we delete everything not tied to the unfinished item within 14 days, and we restrict the one record that is tied to it — stored, not used — until it closes, after which it follows the rules in What we keep, and why (Data Protection Act, No. 24 of 2019, s.40(2)).
- We delete. Everything listed in What we delete goes. The short list in What we keep, and why stays, for the reasons given there.
- We email you when it is done, and the confirmation says what was deleted and what was kept.
We answer an erasure request within 14 days, and we carry the deletion out inside those same 14 days, because that is the period Kenyan law allows (Data Protection (General) Regulations 2021, Legal Notice 263 of 2021, reg 12). That covers your personal account — your sign-in, profile, contact details, messages, devices, preferences and budget — whatever else is still running. If one particular record genuinely cannot go in time, such as an order with a payment still in flight, we delete everything else on time, restrict that one record so it is only stored and not otherwise used, and tell you in writing what it is and when it clears (Data Protection Act, No. 24 of 2019, s.40(2)). The one thing that can take longer is a business you own with orders still open or money still moving: the business itself stays until those orders are delivered, cancelled or refunded and its payouts have settled, because a buyer who has already paid must have somebody to answer to. Your own account and your access to it end at the 14-day mark either way.
There is no delete button inside the apps today. We would rather say that plainly than send you hunting through a settings screen for something that is not there. The email route on this page is the quickest way to delete a Gloodoh account, and it works whether you still have the app installed or not — but we act on a deletion request however you send it.
What we delete
When you ask us to delete the whole account, this is what goes.
- The account and its sign-ins — your Gloodoh log-in, and the link between it and any Google or Apple sign-in you used.
- Your profile — first and last name, username, profile photo, your Gloodoh card (the QR code that identifies you) and any verification badge on it.
- Your contact details — your email address and every phone number saved on the account.
- Messages you sent — the messages themselves, not just their text: the rows, the name and photo recorded on each one, the files attached to them, and the preview lines in the conversation list that quote them.
- Saved preferences — the businesses you follow, your restock and notification choices, and your budget, its category limits and the spending settings worked out from your own purchases.
- Your appointments and alerts — bookings and reservations you made, the reminders queued for them, the notifications sitting in your list read or unread, and anything you sent us through the contact form on gloodoh.com.
- Device records — the devices signed in to your account, their names and identifiers, and the push tokens we use to reach them with order and payment alerts.
- Files you uploaded — product photos, chat attachments, images, and the profile photo file itself. Where an order we have to keep recorded the web address of your photo, the address stays written in that order but stops working once we delete the file. Files attached to an order itself — a receipt, a photo of a delivery — are kept with the order.
- A business you are the only person in — its profile, logo, payout number, map pin and settings, and every product that was never bought. See If you own a business on Gloodoh.
- Your membership of businesses you do not own — you are removed from the team and your access ends.
Deleting a single chat message in Gloodoh wipes its text immediately — that part is real. What it does not do is remove every trace: the message itself stays in the conversation marked as deleted, carrying the name and photo that were recorded on it when you sent it; any file you attached stays; and until somebody sends a newer message, the first 120 characters of what you wrote remain in the conversation's “last message” preview. Deleting your account is what removes those.
Images and files uploaded to Gloodoh are stored with a long, unguessable web address, but anyone holding that address can open the file. Treat anything you shared through Gloodoh as something other people may already have copied. We delete our copy; we cannot pull back a copy someone else saved. Deleting a record in our database does not by itself delete the file behind it, so removing your files is a separate step we do by hand as part of your request — say so in your email if you want a particular file gone first.
What we keep, and why
Deleting your account does not erase the record of business that actually happened. If you bought something and paid for it, that sale is an accounting record — ours and the other side's — and it has to survive. Kenyan law says the same thing: the right to erasure does not apply where we must keep something to meet a legal obligation, or to bring or defend a legal claim (Data Protection (General) Regulations 2021, reg 12(4)). Where something is needed as evidence, we restrict it instead of deleting it and tell you (Data Protection Act, No. 24 of 2019, s.40(2)).
| What stays | Why | How long |
|---|---|---|
| Completed orders and their payment records — amounts, fees, the mobile-money tariff, order and payment references, currency and dates | They are the accounting record of a real sale, which we and the supplier on the other side of it both need in order to answer a tax, audit, chargeback or payment query about that sale, and to defend a claim arising from it | 7 years from the end of the year in which the order was last paid or closed, unless a law that applies to us requires longer. This is a period we have set ourselves in our retention schedule, not a figure copied from a statute; we review these records and remove what is past it |
| The snapshot of you that an order recorded at the moment it was made — your account id, the name and profile photo shown at the time, your Gloodoh card id, and, where you paid by mobile money, the phone number that paid and the payment provider's own record of that payment | An order is a fixed snapshot both sides hold. Stripping your details out of our copy would leave the supplier's copy saying something different, which would falsify the record, and the number that paid is what ties a payment to the order it settled | With the order |
| Payout and settlement records — that the payment provider settled the supplier's share, to which payout number, and whether it succeeded | A payment made through a licensed payment provider has to stay traceable, by the supplier, by the provider and by us as the platform that recorded the instruction. Gloodoh does not receive, hold or control the money itself | With the order |
| Our internal change history and the payment providers' own callback records — the technical rows recording what changed on an order and what a payment provider told us about a payment, which can contain a copy of a field as it stood at the time | They are how we prove what happened to an order and reconcile a payment that went wrong | With the order |
| Anything caught up in an open dispute, complaint, reversal or legal claim | So it can be resolved fairly, and so either side can prove what happened | Until it ends, then it follows the order rule above |
| Your deletion request and our replies to it | So we can show the request was received and what we did about it | 2 years from the day we finish |
| A shop's own trading figures — its sales and order counts for a day, with no customer named in them | A business needs its own trading history. Totals we worked out about you personally — what you spent, in which category, over which period — are deleted with your account, not kept as statistics | Indefinitely, as the shop's trading history |
We keep a written retention schedule covering every category above — what it is for, how long it is held, when it is reviewed and what happens after the review — as Kenyan law requires of us (Data Protection (General) Regulations 2021, reg 19). Ask at privacy@gloodoh.com and we will tell you the period that applies to a record you care about.
Beyond that list, we keep anything a court orders us to keep, or that a law that applies to us requires us to keep, for as long as that obligation lasts. If that ever affects your request, we will tell you which record and why.
We do not hold on to your sign-in, your profile, your contact details, your messages, your devices or your budget because an old order exists. What survives is the snapshot written into the order on the day — your account id, the name and photo that were shown, your Gloodoh card id, the mobile-money number that paid it and the provider's record of that payment — and nothing more. That account id no longer opens anything: the account it pointed at is gone.
If we decline to delete something, or can only restrict it rather than erase it, we will tell you in writing within 14 days which record it is and why. You do not have to accept that answer: you can take it straight to the Office of the Data Protection Commissioner, and If you are not happy with how we handled it says how.
If you own a business on Gloodoh
A business on Gloodoh is not the same thing as your personal account, and which of these situations you are in decides what happens to it. Tell us in your email; if you do not say, we will ask before we do anything.
You are the only person in the business, and nothing is outstanding
The business goes with the account. Its profile, logo, payout number and settings are deleted, and so is every product that was never bought. A product that appears on an order we have to keep cannot be deleted without falsifying that order, so it is switched off instead — taken out of the catalogue, its stock set to nothing, invisible to shoppers, and kept only as the line item inside the orders that already reference it. Its completed orders and payment records stay, under the rules in What we keep, and why.
Other people are members of the business
We will not delete a business out from under the people working in it. You have two choices. Name the member who should become the owner, and we will hand it over and then delete your account. Or ask us to remove only you and leave the business with the team. Either way, your access ends when your account does.
Orders are still running, or money is still moving
Orders not yet delivered, reservations not collected, instalment plans part paid, payouts not yet settled — these have to be closed before the business itself can be removed, because deleting a business in the middle of an order would leave a buyer who has already paid with nobody to answer to. Your own personal account is a separate question and we delete it within 14 days either way. If the business cannot be closed yet, name the member who should take it over, or ask us to wind it down. When we reply we will list exactly what is outstanding, so you can see the end of it.
You work in someone else's business
Deleting your account removes you from that team and ends your access to it straight away. Orders you served keep the copy of your name that was recorded at the time, for the same reason every other order record does.
The mobile-money number a business is paid out to is removed from the business, so nothing can be sent to it again. Each payout that was already made keeps its own record of where the money went, including that number — a payment that has happened has to remain traceable by us, by the supplier and by the payment provider. Gloodoh never holds your money: payments are collected and settled by a payment service provider authorised by the Central Bank of Kenya, and we only record and reconcile what it did.
Deleting only part of your data
You do not have to delete everything to get rid of one thing. Write to privacy@gloodoh.com and say exactly what you want removed. The usual requests are:
- your profile photo
- a phone number you no longer use
- a particular message, or an image you sent in a chat
- your budget, its category limits and the spending figures worked out from your purchases
- the businesses you follow, and the restock and notification choices attached to them
- a device you no longer have, and the push token that goes with it
Some of this you can already do yourself, without asking anyone. Your profile screen lets you change your name, your email and your phone numbers, and replace your profile photo. Following a business and its restock alerts can be switched off from that business's page. In the supplier console at supplier.gloodoh.com, Sessions & devices shows everything signed in to your account and lets you sign any of them out. Removing a profile photo altogether, or changing your username, is something you have to ask us for — email privacy@gloodoh.com and we will do it.
Turning off a business's notifications is not the same as leaving it. If you want a shop to stop being able to reach you at all, say so in your email and we will remove the follow and the preferences behind it as well.
Deletion is one of several rights the Data Protection Act, No. 24 of 2019 gives you. Asking us to show you your data, correct it, erase it, restrict it, or stop using it is free of charge in every case. Asking for a copy to take elsewhere is the one request the Regulations allow a fee for, capped at what it actually costs us and answered within 30 days (s.38(6); Data Protection (General) Regulations 2021, reg 11(3)–(4)) — we do not charge for it today. We answer an erasure request within 14 days and an access request — “tell me what you hold about me” — within 7 days (Data Protection (General) Regulations 2021, regs 9 and 12). If you tell us to stop using your details for marketing, we have to stop; that one is absolute (reg 8(4)). Write to privacy@gloodoh.com to use any of them — correction, restriction, objection or portability — and say which one you want; we will tell you what we need from you and answer inside the period the law gives us.
What deleting your account does not do
It does not touch your Google or Apple account
If you signed in to Gloodoh with Google or with Apple, deleting your Gloodoh account ends Gloodoh's side of that connection. Your Google or Apple account itself is untouched — we cannot change it and never could. To take Gloodoh off the list of apps connected to it, use your Google account's security settings, under your connections to third-party apps; on an Apple device, open Settings, tap your name, then Sign in with Apple.
It does not cancel a paid Gloodoh plan
If you pay for a Gloodoh subscription, say in your email that you want it cancelled and we will close it as part of the same request. You can also cancel it in the app, or by any other means that makes your intention clear — a message to support@gloodoh.com, or a phone call — because Kenyan law does not let us insist on one particular form of cancellation notice (Consumer Protection Act, Cap. 501, s.76). Deleting an account does not by itself end a billing arrangement, and deletion is not in itself a request for money back; it takes away none of the refund rights the Consumer Protection Act (Cap. 501) gives you. Cancellations & refunds covers what you get back and when.
It does not reach into other companies' records
Running Gloodoh means other companies handle parts of your data, and deleting your Gloodoh account deletes our copy, not theirs. Your payments went through SasaPay and, on older orders, Safaricom's M-PESA, which keep their own records of a payment under their own rules and the law that governs them. Text messages about your orders went out through Africa's Talking. Push notifications went through Google's Firebase Cloud Messaging. Our servers, storage and sign-in run on Supabase. Email we send you goes through Resend. If you used the in-app assistant, what you typed was answered by Groq or, as a fallback, DeepInfra — without your name, email or phone number attached, but under their retention terms, not ours. The Android apps also include Google's Mobile Ads software, which talks to Google from the device itself. When we delete your account we ask, where the law requires it of us and the provider offers a way, that these companies delete what they hold; where a payment provider must keep a payment record, it keeps it. We will tell you which of them we contacted, and their own privacy policies are where you ask them directly.
Uninstalling the app deletes nothing
Removing Gloodoh from your phone takes the app off the phone. Your account, your orders and your messages stay on our servers until you ask us to delete them, which is exactly what this page is for.
If you are not happy with how we handled it
Tell us first, and give us the chance to put it right. Reply to the email we sent you, or write to privacy@gloodoh.com. For a formal legal notice, use legal@gloodoh.com. For anything about an order, a payment or using Gloodoh day to day, support@gloodoh.com is the faster address.
If you are still not satisfied, you can complain to the Office of the Data Protection Commissioner, Kenya's data protection regulator. It costs nothing. A complaint may be lodged orally, by email, through the Office's portal, on Form DPC 1, or by any other appropriate means; you may lodge it yourself, through someone acting on your behalf, or anonymously (Data Protection (Complaints Handling Procedure and Enforcement) Regulations 2021, Legal Notice 264 of 2021, reg 4; Data Protection Act, No. 24 of 2019, s.56(2)). The Office acknowledges a complaint within 7 days (Legal Notice 264 of 2021, reg 4), and a complaint must be investigated and concluded within 90 days (Data Protection Act, No. 24 of 2019, s.56(5)).
- Complaints portal: cie.odpc.go.ke
- Email: info@odpc.go.ke
- Telephone: 020 780 1800
- Website: www.odpc.go.ke
- Britam Tower, Hospital Road, Upper Hill, Nairobi. P.O. Box 30920-00100, Nairobi.
You are not required to come to us first. You may go straight to the Office of the Data Protection Commissioner if you prefer. We would simply rather have the chance to fix it ourselves.