Delete your 2Klip account

Before you delete

Deleting your account is permanent. If you want to see what we hold first, request a copy of your 2Klip data. We will deal with that access request before completing deletion if you ask us to.

If you only want promotional messages to stop, opt out of 2Klip marketing instead. Your account and essential login, security, game, reward and order messages stay available.

Option 1 — in 2Klip, done straight away

Sign in, open Settings → Delete my account (the last row) and confirm. Because you are signed in, we already know it is you: your account is deleted the moment you confirm, and we email you a confirmation. Up to three short steps, and you can skip any of them.

Delete my account now

In the Android app, Settings → Delete my account sends us the request instead, and we complete it within 30 days.

Option 2 — by email (no app needed)

Email support@timbuk2.ai from any address and include:

• the phone number on your account, in +27… format;
• your account email — if you signed in with Google or Facebook, the email address of that Google or Facebook account;
• the name on the account, and how you signed in (email, Google or Facebook).

We use these details to find the account. Before we delete anything, we confirm the request with you through the phone number or email address on the account, so nobody else can delete it. If we cannot match the request to an account, we will tell you. Verification uses the contact details already linked to your account and requires no extra personal information. Never send us your password or a one-time code.

Email a deletion request

Signed in with Facebook or Google?

1. Ask us to delete your 2Klip account using option 1 or option 2 above. This is the step that deletes what we hold, including your name, email address, profile-picture link and the account ID that Facebook or Google sent us.
2. Then remove 2Klip from your Facebook or Google account so they stop sharing anything with us:
   • Facebook: Settings & privacy → Settings → Apps and websites, then remove 2Klip (open it on Facebook).
   • Google: your Google Account → Security → Your connections to third-party apps & services, then choose 2Klip and delete the connection (open it on Google).

Removing 2Klip in Facebook or Google does not delete your 2Klip account. It only stops new information reaching us, so do step 1 as well. Deleting your Facebook or Google account does not delete your 2Klip account either, and deleting your 2Klip account does not touch your Facebook or Google account.

What happens next

Deleted in 2Klip itself? It is done when you confirm. For a request by email or from the Android app, we check the request, then delete your account within 30 days. Once it is deleted you cannot sign in to it, and any buk2s balance on it is gone.

We send written confirmation to the verified email address or phone number when deletion is complete. We keep only the minimal audit record needed to show the request was received and completed, without retaining the deleted profile in that record.

What is deleted

We delete your sign-in record — your password if you set one, and everything Google or Facebook sent us — and we remove your name, email address, phone number and delivery address from your account. The records we must keep (below) are then held against an internal account number, with nothing on them that names or contacts you. We still protect them under our Privacy Policy.

What we keep, and for how long

A few records have to outlive your account. Each is kept only as long as its reason lasts:

Your account, profile, contact details and sign-in connections

While your account is open. Deleted within 30 days of a verified deletion request.

Rewards ledger, orders, payouts and payment references

Kept after deletion de-identified: your name and contact details are removed, leaving only the internal account number and payment references. Kept for as long as South African tax and company law requires us to keep financial records (five to seven years, depending on the record), or longer while a tax audit, objection or legal claim is open. The rewards ledger cannot be edited, which is why it is de-identified rather than deleted.

The record of your deletion request

Only as long as we need it to show the deletion was done.

Fraud, safety and dispute records

Including the IP address an account was created from. Only as long as needed to deal with a dispute, fraud or a legal claim.

Play records

What was played and when, used to count plays and work out rewards. They carry a random browser ID or the internal account number, so once your account is deleted they no longer lead to you.

Analytics and session replays (PostHog)

Kept by PostHog for the limited period set on our account, then deleted. On request we also delete your analytics profile.

Support chats (Crisp)

Only as long as needed to answer you and deal with any follow-up.

The 2k_did browser cookie

180 days after it is set, or until you switch it off (Privacy Policy, section 18).

Backups

Deleted information can stay in our database provider’s encrypted daily backups for up to 7 days, until they expire. We never restore a deleted account from them, and if we ever restore a backup, we re-apply deletions first.

The Privacy Policy (section 10) and the App Addendum (A9) set out the same rules.

Questions

Contact support@timbuk2.ai or the Information Officer named above. We accept a request for correction or deletion made on POPIA Form 2 as well as the simpler app and email options on this page. If we cannot delete a limited record because law requires it, we will explain the reason and restrict that record to the required purpose. You may complain to the Information Regulator of South Africa if you are not satisfied with how we handle the request.

Our Information Officer reviews this deletion process, retention schedule and service-provider instructions at least annually and after a material system change.