Delete Your Hekana Account and Data

This page explains how to delete a Hekana account and the data attached to it. You do not need to install the app or sign in to read it. Deletion itself is always requested from inside a signed-in account, so that nobody else can delete an account on your behalf.

1. Who can delete an account

• Merchant owners. Only the owner of a store can delete the account. Deleting it removes the store and its data.
• Staff members. A staff account cannot delete the store. The owner removes a staff member from the team settings, and removing the staff member's access ends their sign-in.
• Shoppers. A shopper does not hold a Hekana merchant account; their details belong to the store they ordered from. Where a store has switched the option on, a signed-in shopper can delete their own account from the account page of that store, confirmed with a one-time code sent to their phone or email. Otherwise, ask the store owner, or write to [email protected] with the store name and the phone number or email used for the order.

2. Before you request deletion

Deletion is refused while money or deliveries are still open, so that nothing owed to you or by you is lost. Settle the following first:

• Withdraw any balance in your sales balance.
• Wait for any payout in progress to complete.
• Clear any outstanding debt on the account.
• Wait for open shipments to be delivered or returned.
• Wait for cash-on-delivery amounts still held by the carrier to be settled to you.
• Time remaining on a paid plan is not refunded.

3. How to delete the account

In the Hekana Merchant app (Android and iOS)

1. Sign in as the store owner.
2. Open the Settings tab and choose Delete account, below Sign out.
3. Choose Request account deletion.
4. Enter your password and choose Confirm.

In the web dashboard

1. Sign in to the dashboard as the store owner.
2. Open the Account page and choose Delete Account.
3. Enter your password and choose Schedule deletion.

4. What is deleted

When the deletion date arrives, the following is erased or made anonymous:

• The account and store details: names, email address, phone numbers and business address.
• Staff accounts and all sign-in credentials; every active session is ended.
• Personal details of the store's shoppers: names, phone numbers, email addresses, saved addresses, carts, newsletter subscriptions, reviews and support messages.
• Payout destination details, pickup addresses, saved payment tokens and notification tokens of your devices.
• Personal details recorded in activity logs and support tickets.

5. What is kept, and why

Paid orders and their invoices are commercial and tax records that a merchant is required by law to retain. A merchant's own accounting history is not destroyed along with the account, so these records are kept with the personal details removed:

• Order totals, dates, statuses and line items.
• Invoices and the financial entries behind them.

They remain only as anonymous accounting records, with no name, phone number, email or address attached, and for as long as the law requires.

6. The 30-day period and how to cancel

Requesting deletion does not delete anything immediately. Deletion is scheduled for 30 days later, and during that period the store keeps running normally and you can still sign in.

To cancel, sign in as the owner at any time before the scheduled date. In the app, choose Keep my account. In the dashboard, choose Cancel scheduled deletion. Cancelling costs nothing and the account continues as before. If one of the conditions in section 2 applies on the scheduled date, the deletion is held and retried until it is cleared.

7. If you cannot sign in

If you have lost access to the account, write to [email protected] or [email protected] from the email address registered on the account, stating the store name. We verify that you are the account owner before acting.

For your protection, we do not accept deletion requests through an open form or from unverified senders.