How to ask
Email espacesupport@gmail.com from the address your account uses, with the subject Delete my account.
We reply to confirm it is really you before anything is deleted — an account holds messages, bookings and identity documents, and acting on an unverified request would be its own kind of harm. If you cannot email from that address, tell us and we will verify another way.
You can also write to us on WhatsApp at +254 794 766 368.
What is deleted
- Your name, email address, phone number and date of birth
- Your profile photograph
- Identity documents and the selfie submitted for verification, including the images themselves
- Your listings and their photographs
- Messages you have sent and received
- Reviews you have written
- Saved homes, search history and the record of which homes you viewed
- Push notification tokens for your devices
What is kept, and why
Two things survive deletion, and it is fairer to say so plainly than to discover it later.
- Records of money. Completed payments, bookings and payouts are financial records. Kenyan tax law requires a business to retain them, and they are also the only evidence either side has if a payment is disputed after the fact. They are kept, but your name and contact details are stripped from them — what remains is an amount, a date and a reference, with nothing identifying you attached.
- Conversations with another person in them. A chat belongs to two people. Your messages are removed from your side and no longer attributed to you; the other person's own messages stay in their account, because they are theirs.
If a booking of yours is still running, or money is still held in escrow, we finish that first. Deleting an account in the middle of a stay would leave both you and the host with no record of an agreement you are still relying on.
How long it takes
- Within 7 days — we confirm the request and tell you if a live booking has to finish first.
- Within 30 days — the data listed above is erased from our systems.
- Within 90 days — it ages out of encrypted backups, which are not searchable and are overwritten on a rolling basis.
Deletion is permanent. There is no way for us to restore an account afterwards, so if you only want to stop being contacted, ask us to pause your listings instead and say so — that is reversible.
Something less than deletion
You may not need to delete everything. You can ask us to:
- Pause your listings so they stop appearing to renters
- Remove your identity documents while keeping the account
- Send you a copy of the data we hold about you
- Correct anything that is wrong
Any of these can be requested at the same address.