Legal
Account Deletion
How to delete your Cool account and your data
How to Delete Your Account
You can request account deletion through any of the following methods:
1
In-App
Open Cool → Settings → Account → Delete Account. Follow the confirmation steps.
2
Send an email to [email protected] with the subject "Account Deletion Request" and include your registered phone number.
What Happens When You Delete Your Account
| Data Type | Action | Timeline |
|---|---|---|
| Profile Information | Permanently deleted | Within 30 days |
| Biometric Data | Already on-device only — deleted when you uninstall the app | Immediate |
| Group Memberships | You are removed from all groups | Immediate |
| Contribution History | Your name is anonymized but records are retained for group integrity | Within 30 days |
| SMS Evidence Records | Anonymized and retained for regulatory compliance | Up to 7 years |
| Bank Account | Not affected — managed directly by the partner bank | N/A |
Important Notes
- Account deletion is irreversible. You cannot recover your account or data after deletion.
- If you are a group administrator, you must transfer admin rights to another member before deleting your account, or the group will be archived.
- Any pending withdrawals must be completed before account deletion can proceed.
- Your bank account with Equity Bank or Urwego Bank is independent of Cool and will not be affected.
- Regulatory-mandated financial records may be retained in anonymized form as required by Rwandan law.
Processing Time
Account deletion requests are processed within 30 calendar days. You will receive confirmation via SMS once your account has been deleted.
Contact
For questions about account deletion:
- Email: [email protected]
- WhatsApp: +250 795 588 248