Delete your data — SwarmPay

You can delete your SwarmPay account and your personal data yourself, from inside the app. Closing your account starts a 30-day countdown. During those 30 days you can change your mind and cancel. When the 30 days are up, deletion happens automatically and cannot be undone.

How to delete your account

In the SwarmPay app:

Open Settings.
Tap Close account.
Choose a reason.
Type CLOSE to confirm you mean it.
Tap Close account and confirm.

That is the whole process. You do not need to email anyone, wait for approval, or explain yourself further.

What happens the moment you confirm: your account is closed and you are signed out. You cannot send, receive, buy or sell with it any more, and the deletion date — 30 days from that moment — is shown to you and emailed to you.

The 30-day cancellation window

For 30 days your account sits closed but recoverable. Nothing has been erased yet.

To cancel the deletion, sign back in with your usual mobile number and password. SwarmPay will show you a notice saying your account is scheduled for deletion, with a Keep my account button. Tap it and everything goes back to normal — your balance, history, shop and settings are exactly where you left them.
You can cancel as many times as you like, right up to the deletion date.
After 30 days, deletion runs automatically and is permanent. There is no recovery, no support ticket that can bring it back, and no way to reclaim your transaction history.

Before you close

Do these first — the app will warn you about any that still apply:

Withdraw your balance. Cash out any money in your wallet, in every currency. You cannot close an account that still holds funds.
Close out any SafePay escrows. Confirm delivery, resolve disputes, or wait for expiry. Money locked in escrow is not yours to withdraw until the escrow ends.
Finish open orders. If you sell through SwarmPay, deliver or cancel what is outstanding so your customers are not left waiting.
Save anything you want to keep — receipts, transaction history, invoices. You will not be able to retrieve them afterwards.

If you cannot get into the app

If you have lost access to your phone or your number and cannot reach Settings, email privacy@swarmpay.app with the subject "Data deletion request". Include:

The mobile number registered to your SwarmPay account, in international format.
Your full name as it appears on the account.
A statement that you want your account closed and your personal data deleted.

We will verify that the account is yours before acting — normally by sending a one-time code to your registered number, or by asking for other proof of identity if you no longer control it. These are financial records, so we cannot act on a request we are unable to verify. A request made this way follows the same 30-day schedule, and we acknowledge it within 5 business days.

What gets deleted

Your profile — name, display name, email, profile photo, bio, address, and account preferences.
Your identity verification documents — ID images, selfie, and business registration documents — once the statutory retention period for them has passed (see below).
Your login credentials and stored sessions.
Your saved payment methods.
Your WhatsApp data held by SwarmPay — your WhatsApp identifier, your conversation history with SwarmPay's number, and any session or form data from SwarmPay Flows.
Your device push tokens, so no further notifications reach your device.
Your notifications, support tickets and support messages.
If you sell through SwarmPay: your shop, products, product images and videos, and your saved customer contact records.

What we have to keep, and why

SwarmPay moves real money, and financial and anti-money-laundering law in Zimbabwe requires payment services to retain certain records for a set period. Those records survive the deletion of your account, and we cannot erase them on request while that period is running. This is a legal obligation, not a choice.

What stays	Why
Transaction records — amounts, dates, currencies, counterparties, references and fees	Statutory financial record-keeping and anti-money-laundering obligations. These also protect the other party to each transaction, whose records we cannot erase either.
Deposit, cash-out and settlement records	Reconciliation with payment providers, audit, and tax.
Identity verification records	Anti-money-laundering law requires customer due-diligence records to be kept for a set period after the relationship ends.
Records relating to an open dispute, chargeback, fraud case or legal claim	Establishing or defending legal claims, and protecting the other party.
A minimal record of the closure itself	Proving we honoured your request, and stopping the same number being treated as a brand-new account for fraud purposes.

These retained records are separated from your live account, restricted to the staff who need them, and not used for any other purpose. When the retention period ends, they are deleted or irreversibly anonymised so they can no longer be linked to you.

Data we received through WhatsApp

SwarmPay reaches customers through the WhatsApp Business Platform. Everything we received about you through that channel — your WhatsApp number and identifier, your profile name as WhatsApp supplied it, and the content of your conversations with the SwarmPay business number — is covered by the deletion described above and is removed with the rest of your data.

This is how we meet our obligation under Meta's Platform Terms to delete data received through Meta's platform when you ask us to.

Two things to know:

We never had access to your other WhatsApp chats. Those are end-to-end encrypted between you and the people you message, and were never visible to SwarmPay.
Deleting your SwarmPay data does not delete the copy of the conversation on your own phone, or anything Meta retains under its own WhatsApp Privacy Policy. Clear the chat in WhatsApp yourself if you want it gone from your device.

If you only want the messages to stop

You do not have to close your account to stop hearing from us. Reply STOP to any SwarmPay WhatsApp message, or block the SwarmPay number in WhatsApp. Your account and balance stay exactly as they are.

If you are a merchant with a connected WhatsApp Business Account

Disconnect SwarmPay from your WhatsApp Business Account in the app under Sell → WhatsApp. You can also revoke SwarmPay's access at any time from Meta Business Settings → Business integrations. Closing your account disconnects it automatically, and the connection details are deleted along with the rest of your data.

How you will know it is done

You get two messages: one when you close the account, confirming the deletion date, and one when the deletion actually runs 30 days later. The second says what was deleted and lists anything retained under a legal obligation, with the date that obligation ends.

Questions

Privacy and deletion: privacy@swarmpay.app
General enquiries: info@swarmpay.org
Post: SwarmPayTech (Private) Limited, Harare, Zimbabwe

Our full Privacy Policy explains everything else we do with your information, including your rights to access and correct it.