Delete your account

Delete your account in the app

The steps are the same in Rydo and Rydo Driver.

1. Open the app and sign in.
2. Tap Account in the bar at the bottom of the screen.
3. Scroll to the bottom of the Account screen, below Sign out.
4. Tap Delete account.
5. Read the confirmation and tap Delete account again.

Your account is deleted at that moment and you are signed out on the device. You will not receive a confirmation email.

You cannot delete your account while a journey is in progress. Finish or cancel the journey first, then try again.

If you can no longer sign in

If you have lost access to the app, the email address or the phone on your account, you can ask us to delete the account for you. Email support@hailrides.co.uk with the subject Delete my account, and tell us the email address and mobile number the account was registered with.

We will check that the request comes from the account holder before acting on it, which may mean asking you to confirm from the email address or phone number on the account. Once we are satisfied, we carry out the same deletion described on this page and confirm by reply. We respond within one month of receiving a request.

What is deleted straight away

For every account:

• Your name, and the email address on the account, which is replaced with a placeholder.
• Your mobile number (with one exception for blocked accounts, explained below).
• Your profile photo.
• Your emergency contact's name and number.
• Your saved places and favourite drivers.
• Every in-app message you sent.
• Notes you added to bookings.
• Comments you wrote when rating the other party.
• Every device notification token registered to your account.
• Any pending request to change your email address or phone number, and our log of whether emails to you were delivered.
• Your sign-in. Passwords, sign-in links and open sessions are removed and the account is permanently disabled.

For driver accounts, in addition:

• Your licence and insurance documents, both the images and our records of them.
• Your vehicle's make, model, colour and registration, and your driver and vehicle licence numbers, from your driver profile.
• Your bank details for payouts.
• Your last known location.
• Your Rydo subscription, which is cancelled with our payment provider at the point of deletion.

Any ride request you had open is closed, any offer you had made is withdrawn, and any live journey-tracking link you had shared stops working.

What is anonymised rather than deleted

Your account record itself is not removed. It stays, with your details stripped out, showing the name Deleted user. This keeps the journey history of the drivers and passengers you travelled with intact and lets us recognise that the account was deleted.

Your past journeys stay too. For each one we keep the pickup and destination, times, distance, fare, tip, payment method, the outcome, and the ratings both parties gave. The phone number and any written comment recorded against you on each journey are removed. The other party's details on the same journey are theirs and stay until they delete their own account.

Records of any emergency alert you raised stay, but the location and note attached to them are removed.

Records we must keep

The booking register. Hailrides Ltdis a licensed private hire operator and is required by law to keep a record of every booking it takes. Each entry holds a frozen copy, taken at the time of the booking, of the passenger's name and phone number, the driver's name, phone number and licence number, the vehicle details, the pickup and destination with coordinates, the times, the fare and any note added to the booking. Deleting your account does not change these entries: they are kept exactly as recorded, not anonymised. They are kept for at least twelve months from the completion or cancellation of the journey and then removed by an automated monthly purge. Only our operations staff can view the register, and it is disclosed to Rochdale Borough Council licensing officers on request.

Complaints and lost property. Any complaint made by or about you, and any lost property report, is kept for twelve months from the date it was resolved, or from the date it was made if it was never resolved, and then removed by the same monthly purge.

Settlement records.Records of money owed or paid between Rydo and a driver, including referral payments, subscription events and our payment provider's customer reference, are accounting records. They are kept for six years from the end of the accounting year in which they were made, which is the period HM Revenue and Customs requires, and then removed by an automated monthly purge. Our accounting year ends on 31 July.

Disputes. If you raised or were the subject of a fare dispute, the dispute and the evidence bundle attached to it are kept as part of our operating record.

Other operating records.A driver's history of when they were online, the audit log of actions taken on the platform (which will include a record of the deletion itself), and our log of emails and notifications sent to you are kept as part of our operating record.

Welcome offer record. The welcome discount is given once per phone number, ever. We keep a one-way hash of the number you verified, not the number itself, so a deleted account cannot be re-registered to claim it again.

Blocked accounts. If your account was blocked at the time you deleted it, we keep the mobile number that was on it. Without this, a blocked person could delete their account and register again immediately. We rely on our legitimate interest in enforcing the rules of the platform for this narrow retention.

Data that other people hold about their own dealings with you, such as messages they sent you, ratings they gave you, or reports they made, belongs to their account and is not removed when you delete yours.

Summary of retention periods

Your other rights

You can also ask us for a copy of the personal data we hold about you, to have it corrected, or to restrict how we use it. Where we cannot fully comply, most often where erasure conflicts with our record-keeping duties as a licensed operator, we will say so and explain why. Requests go to support@hailrides.co.uk. If you are unhappy with how we handle your data you can complain to the Information Commissioner's Office at ico.org.uk. Hailrides Ltd is registered with the ICO.

Our Privacy Policy describes everything we collect and why.