Delete your account

You can delete your Udug account at any time, from inside the app or by email if you no longer have it. This page explains both, and what happens to your information.

In the app

1. Open Udug or Udug Driver and sign in.
2. Tap Delete account at the top of the screen, next to Sign out.
3. Read what will be deleted and what we must keep, type DELETE, and tap Delete my account.

Your account is deleted straight away and you are signed out on every device. It cannot be undone.

When the app says "Not yet"

• A ride or delivery is in progress. Finish or cancel it first.
• A payment is unpaid or disputed. Contact support to settle it first.
• You are a driver and we still owe you earnings. We pay you first. Once the payout has arrived, you can delete your account.

Without the app

Email privacy@udug.com with the subject "Delete my Udug account". Send it from the email address on your account, or include the phone number you sign in with, and say whether it is a Udug or a Udug Driver account.

• We will confirm the request is yours before acting on it, by replying to that email address or sending a code to that phone number. We never ask for your password.
• We will delete the account within 30 days of confirming the request, and email you when it is done.
• If something has to be settled first, such as a ride in progress or earnings we owe you, we will tell you and finish the deletion once it is settled.

Restaurants, stores and other business accounts are closed the same way, by email, because stores, settlements and payouts have to be closed first.

What we delete

• The name, email address and phone number you sign in with, and your sign-in account itself.
• Your saved places and the delivery contact details on your past orders.
• Push notification tokens. Notifications stop immediately.
• What you wrote in reviews. The star rating stays with the driver or store it was given to, without your name.
• For drivers and couriers: the name customers saw, background tracking, and your location history from times you were available for work. Your payout details are switched off.

What we must keep

Some records must be kept by law even after an account is deleted. They are kept under an anonymous account number, not your name, and are deleted when the period ends.

Completed rides and orders, payments, refunds and receipts	Tax and accounting law in Canada and the United States, generally six years
Driver earnings, payouts and tax slips	Tax and accounting law, generally six years
Safety reports, incidents and claims	As long as a claim, investigation or legal proceeding can arise
Driver identity checks	Kept under the retention period that applies to them, then deleted
Security and audit logs	Kept to detect fraud and protect accounts, then deleted

Location recorded during a ride or delivery is kept only until its normal expiry, because it can be needed to resolve a claim about that trip.

Questions

Read the full privacy policy, or write to privacy@udug.com.