Delete your account

You can close your account from inside the app at any time. If you cannot get into the app, write to us and we will do it for you.

From the app

Open The Plug and sign in.
Open the menu from the top left of the home screen.
Scroll to the bottom and choose Delete account.
Confirm. Your account is closed and you are signed out on every device.

This is the fastest route and it needs nothing from us.

By email

Lost your phone, or cannot sign in? Send us a deletion request from the email or phone number on the account so we can confirm it is yours.

We answer deletion requests within 7 days and complete them within 30 days of confirming who you are.

Email a deletion request

What gets deleted

Everything that identifies you personally is removed from our systems.

Your name, phone number, email address and profile photo: Deleted
Your saved places and trip history as it appears to you: Deleted
Your device tokens, so notifications stop: Deleted
Your messages and support tickets: Deleted
Driver documents: licence, vehicle registration and insurance: Deleted

What we have to keep

Two things survive a deletion, and it is fairer to say so plainly than to bury it.

The financial record of completed trips, with your identity removed from it: Kept for tax
Records tied to an open dispute, a safety report or an unpaid balance: Kept until closed

A completed trip is a transaction between a rider and a driver, and it carries tax that has to be accounted for. We keep the amount, the date and the tax, and we detach your name and contact details from it. What remains cannot be traced back to you and is not used for anything else.

Before you go

Deletion cannot be undone. If you have money in your wallet, withdraw it first: once the account is closed we cannot pay out a balance to it. If you drive with us, finish or cancel any trip you have accepted, because closing an account mid-trip leaves a rider stranded.

Questions

Write to team@thegreatdak.com and a person will answer you.