Delete your Waly Market account
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You can ask us to delete your Waly Market account and the personal information tied to it at any time. Delete it yourself in the app, or send us a request and we will handle it for you.
Request account deletion
Email us from the address on your account and we will verify the request and confirm when it is done.
Send the request from the email address on the account so we can verify it is really you.
1. Who can request deletion
Customers, drivers, and store partner account users can request deletion or closure of an eligible Waly Market account. What happens next depends on the account type and on the records we are required to keep for that account.
Only the account holder can request deletion. We may ask you to verify the email address or phone number on the account before we act, so that nobody else can delete it.
2. Delete your account in the app
The fastest way to delete a customer account is in the Waly Market app:
- Open the Waly Market app and sign in.
- Tap your profile icon to open Account.
- Tap Settings, then Account and privacy.
- Tap Delete account.
- Confirm the request. We will email you when the deletion is complete.
If you cannot sign in, or you do not see the option in your version of the app, use the email request below instead.
3. Request deletion by email
Email help@walymarket.com from the address on your account with the subject "Account deletion request". To help us find the right account and verify it belongs to you, include:
- Whether the account is a customer, driver, or store partner account.
- The name on the account.
- The email address and phone number on the account.
- Anything you would like deleted beyond the account itself, such as saved addresses or support messages.
We confirm receipt of the request, verify the account, and email you again when the deletion is complete.
4. Before you delete
Deletion is permanent. You cannot sign back in, and we cannot restore an account, its order history, saved addresses, or any promotional credit after it is deleted. If you want to come back, you will need to create a new account.
Some things need to be finished first. Active orders, unresolved payouts, refunds, chargebacks, disputes, safety investigations, or other open matters may need to be completed before we can finish deleting or closing the account.
If you only want fewer emails or texts, you do not need to delete your account. You can change your communication preferences in the app, reply STOP to any text message, or use the unsubscribe link in any marketing email.
5. What gets deleted
When a deletion request is complete, we delete, deidentify, or separate from the active account the personal information that is no longer reasonably necessary to keep. That typically includes:
- Your profile: name, email address, phone number, and password.
- Saved delivery addresses and delivery instructions.
- Saved payment methods stored for your account.
- Communication and marketing preferences, and your device identifiers for push notifications.
- Order history and support conversations linked to your account, once they are no longer needed for the purposes described below.
6. What we may keep, and why
Some records cannot be deleted on request because the law requires us to keep them, or because we need them to protect the platform and other people using it. We may retain records reasonably necessary for:
- Tax, accounting, payment, payout, and chargeback records.
- Fraud prevention, security, and abuse investigations.
- Regulatory compliance, including New York City driver pay and delivery worker requirements.
- Merchant agreement records and driver contractor records.
- Legal claims, disputes, and their resolution.
Where we keep records like these, we limit them to what is necessary, separate them from your active account, and delete or deidentify them when the retention period ends.
7. How long it takes
We acknowledge deletion requests within 10 business days and aim to complete verified requests within 45 days. If a request is complex, or an open order, payout, or dispute has to be resolved first, we may need more time and will tell you why.
Backups are deleted on their normal rotation schedule, so a copy of some information may remain in secure backup storage for a short period after your account is removed from live systems.
8. Drivers and store partners
Driver accounts have their own closure process because of pay, background check, and NYC compliance records. See the Driver Account Closure and Deletion Notice in the legal center for what applies to a driver account.
Store partner accounts are closed under the Merchant Account Closure Policy, and any open payouts, fees, or order disputes are settled as part of closing the account.
9. Other privacy choices
Deletion is not the only option. You can also ask for a copy of your personal information, correct information that is wrong, or manage cookie and device settings. The Privacy Choices and Data Request Notice explains how to make those requests.
We will not deny you service, charge you a different price, or give you a lower quality of service because you exercised a privacy right.
10. Questions
Email help@walymarket.com or call (929) 613-8255 with any question about deleting an account or about what happens to your information afterwards.