This page explains how a User can delete their account in the App, which data is deleted, which data is retained, and for how long. It supplements the Privacy Policy and User Terms.
1. How to delete your account in the App
1. Open the App and sign in to your account.
2. Go to the “Profile” section.
3. Tap “Delete account” at the bottom of the screen.
4. Confirm the action in the “Delete account?” dialog by tapping “Delete”.
Deletion is immediate. The account becomes unavailable, all active sessions end, and the App returns to the sign-in screen.
If the User has an active reservation (an order with the status “Reserved”), the account cannot be deleted until the order is collected or cancelled. To cancel a reservation, go to “Orders”, open the order, and tap “Cancel order”. Then repeat steps 1–4.
2. How to request deletion without access to the App
If the User cannot access the App (for example, after deleting it or losing access to their device), they must email support@nobal.kz from the email address registered to the account with the subject “Account deletion”. No additional information is required: the sender’s address is sufficient proof of account ownership. The Operator will delete the account and confirm deletion by reply email within 5 (five) business days of receiving the request.
Requests sent from another email address will not be processed because the Operator cannot verify that the request came from the account owner.
3. What data is deleted
When an account is deleted, the Operator permanently deletes or anonymises:
- the User’s name;
- the email address;
- sign-in data (one-time codes, sessions, and linked sign-in methods);
- local App data on the User’s device: the saved session, acceptance-of-terms record, and scheduled order pickup reminders.
After deletion, it is not possible to determine from the email address that it was linked to an account. Registering again with the same address creates a new account with no history.
4. What data is retained and for how long
Order records (venue, order contents, quantity, price, status, pickup confirmation time, and device coordinates at the time of confirmation) are retained in anonymised form, without a name or email address, under the label “Deleted user”. These records support settlements between the Operator and partner venues and are retained for the period required for primary accounting records under the laws of the Republic of Kazakhstan (5 years after the end of the reporting year), after which they are destroyed.
Ratings the User gave to venues are retained in anonymised form and continue to count toward the venue’s rating. They contain no information that can identify the User.
Technical App crash records sent to the error-monitoring service contain only an anonymised identifier and are deleted automatically 90 (ninety) days after they are created.
The Operator may retain information longer than the periods stated above when required to meet an obligation under the laws of the Republic of Kazakhstan or a lawful request from an authorised government body.
5. Withdrawal of consent to personal data processing
Deleting the account also withdraws the User’s consent to the collection and processing of personal data under Article 8 of the Law of the Republic of Kazakhstan “On Personal Data and Their Protection”. Processing of the anonymised information described in section 4 continues under the laws of the Republic of Kazakhstan rather than on the basis of the User’s consent.
6. Contact details
Questions about account deletion and personal data processing may be sent to support@nobal.kz or to the Operator’s postal address stated above.