Last updated 24 July 2026
Delete your account
How to request deletion of your ThumaPay account and personal data, what is erased, what we must retain by law, and how long it takes.
In short: email privacy@thumapay.com from the address on your account with the subject “Delete my account”, or use the in-app route below. We acknowledge within 5 business days and complete deletion within 30 days, except for records we are required by law to keep.
1. How to request deletion
Either route works. The email route needs no app and no login.
In the app
- Open the ThumaPay app and sign in.
- Go to Profile → Settings → Account.
- Select Delete account and confirm.
By email — no app or login needed
- Email privacy@thumapay.com from your registered address.
- Subject line: Delete my account.
- Include the phone number on the account so we can locate it.
If you have lost access to the registered address, contact us anyway and we will verify your identity another way. We never action a deletion without being satisfied it came from the account holder, because it cannot be undone.
2. What is deleted
- Profile: name, email, phone number and photo. (ThumaPay has no passwords — you sign in with a one-time code sent to your phone.)
- Saved beneficiaries, saved addresses and favourites.
- Device identifiers and push notification tokens.
- Location data collected from your device.
- Photos, files and voice notes you uploaded.
- Contact details imported when sending money.
- Marketing preferences. (ThumaPay uses no advertising identifier — no advertising or attribution SDK ships in the app.)
- Your wallet profile and saved payment instruments, once any balance is withdrawn and no transaction is in dispute.
Biometric data is never held by us — matching happens on your device, so there is nothing on our side to delete.
3. What we must keep, and why
Financial services law requires some records to survive account closure. Where that applies we sever the record from your identity as far as the law allows, and it is no longer used to contact you or make decisions about you.
| Category | Why it is retained |
|---|---|
| Transaction records | Required under Zimbabwean financial services, anti-money-laundering and tax law, typically for several years beyond closure. |
| Identity verification records | Retained for the period set by anti-money-laundering rules where verification was completed. |
| Credit records | Where a ThumaCredit advance existed, repayment history is retained as required for regulated lending. |
| Insurance and claims | Where a ThumaShield policy or claim existed, records are retained by us as required. |
| Fraud and abuse signals | A minimal record may be kept to stop a banned account being recreated, limited to what is necessary. |
| Legal claims | Preserved where a claim is active or reasonably anticipated. |
Aggregated, de-identified statistics that cannot be linked back to you may be kept indefinitely.
4. How long it takes
| Stage | Timing |
|---|---|
| Acknowledgement | Within 5 business days |
| Identity verification | Usually same working day once you reply |
| Account deactivated | Immediately on verification |
| Erased from live systems | Within 30 days |
| Cleared from encrypted backups | Within 90 days as backups rotate |
5. Before you delete
- Withdraw your balance first. We will contact you rather than delete an account holding funds, but withdrawing first avoids delay.
- Settle anything outstanding. An unpaid ThumaCredit advance or open ThumaShield claim pauses deletion until resolved.
- Download your statements. Transaction history is not recoverable afterwards.
- Deletion is permanent. A future account starts from nothing.
6. Delete some of your data, without closing your account
You do not have to choose between keeping your wallet and removing something you would rather we did not hold. Email privacy@thumaexpress.com from the address on your account, or write from any address and include the phone number registered on it, and name what you want removed. Your account, balance and transaction history stay exactly as they are.
- Saved beneficiaries, addresses and favourites — individually or all of them.
- Photos, files and voice notes you have uploaded, including support attachments.
- Contact details you imported when sending money to somebody.
- Location data collected from your device.
- Saved payment instruments, once any balance held against them is withdrawn and no transaction is in dispute.
- Marketing preferences.
We answer within 30 days, the same as a full deletion. The records we are required to keep are listed in section 3, and that section applies here too — a request to delete a transaction record we are obliged to retain will be refused in writing, with the reason.
7. Contact
ThumaPay Zimbabwe (Pvt) Limited, Harare, Zimbabwe — a subsidiary of Thuma Express Holdings, Inc., 2093 Philadelphia Pike, Suite #1252, Claymont, DE 19703, USA
If you are unhappy with how we handle your request you may raise it with the relevant data protection authority in your jurisdiction.
Company information
ThumaPay Zimbabwe (Pvt) Limited is registered in Harare, Zimbabwe and is a wholly owned subsidiary of Thuma Express Holdings, Inc., a Delaware C Corporation incorporated on 23 July 2026 under Delaware file number 10709156.
Holding company registered office: 2093 Philadelphia Pike, Suite #1252, Claymont, DE 19703, USA
Telephone: +1 (302) 272-5696
Registered agent: Legalinc Corporate Services Inc., 131 Continental Dr, Suite 305, Newark, DE 19713, USA