1. Delete from inside the app
If you still have the Ntumai app installed, this is the fastest route and it takes effect immediately. Open the app and sign in, go to Profile, then tap Delete My Account — it is also under Settings, in Privacy & Data. You will see what will be removed, then type DELETE to confirm. We check first for anything that needs finishing, such as an order still in progress or a wallet balance you have not withdrawn, and tell you what to do about it. Your account closes straight away and you are signed out on every device.
2. Request deletion from this page
If you have already uninstalled the app, submit the form on this page using the email address registered to your Ntumai account. You can also email privacy@ntumai.com from your registered address with the subject “Delete my account”. Because this page is open to anyone, we verify every request before acting on it — we may contact you on your registered email or phone number to confirm that the request is genuinely yours.
3. How long it takes
Deleting from inside the app is immediate. For requests made from this page, we acknowledge within 2 business days and complete verified deletions within 30 days. If your account has an order, payout or dispute in progress, we complete that first and then delete — we will tell you if this applies to you. Backups are rotated on a 90-day cycle, so residual copies are fully purged within 90 days of deletion.
4. What is deleted
Your profile and login credentials, name, email address, phone number, profile photo, saved delivery addresses and places, device identifiers and push tokens, saved payment tokens held on our side, order and errand history linked to your profile, ratings and reviews you posted, support conversations, and — for vendors and taskers — your listings, availability and onboarding documents.
5. What we must keep, and why
We retain a limited set of records after deletion where the law requires it or where we have a legal basis to do so: transaction and invoice records needed for tax and accounting obligations under Zambian law, payout and settlement records for vendors and taskers, records connected to fraud, safety incidents, chargebacks or an active legal claim, and a minimal suppression record (a hashed identifier) so that a deleted account is not silently recreated. These records are held separately from your profile, are not used for marketing or personalisation, and are deleted once the retention obligation ends.
6. What happens to your account
Deletion is permanent and cannot be undone. You will lose access to your order history, saved addresses, any promotional credit, loyalty balance or unredeemed vouchers, and — for vendors and taskers — your listings, ratings and earnings history. Any outstanding balance owed to you is settled before deletion. If you want to use Ntumai again later you will need to create a new account.
7. Cancelling a request
You can cancel a deletion request at any time before it is completed by replying to our acknowledgement email or emailing privacy@ntumai.com from your registered address. Once deletion has been carried out it cannot be reversed.
8. Questions and complaints
For questions about this process, or to raise a complaint about how a request was handled, email privacy@ntumai.com or write to Ntumai, Plot 4818, Addis Ababa Drive, Lusaka, Zambia. You can also read our Privacy Policy for the full picture of how we handle personal information.