Delete your FASTA account

How to delete your account in the app

1. Open the FASTA app (customers) or the FASTA Fundi app (fundis) and sign in.
2. Open the Account screen (the Profile tab in the FASTA app, the Account tab in the FASTA Fundi app).
3. Choose Close account and confirm.

If you have an active job, finish or cancel it first. The app will tell you if a job is still open.

What happens next

• Your account is scheduled for deletion 30 days after your request. The app shows you the exact date. You cannot make a new booking while deletion is scheduled. If you are a fundi, you cannot accept new jobs or change your verification documents while deletion is scheduled. Until that date you can select Keep account on the same screen, and your account stays active. In the app you will see:

  Your FASTA account is scheduled for deletion. We've received your request to delete your account. If you change your mind, select Keep account before [deletion date]. Otherwise, your account will be permanently deleted after that date, and you won't be able to recover it. Any records we must retain for legal reasons are explained in our Privacy Policy.

  The app shows the actual date in place of [deletion date].
• After that date the deletion is carried out automatically. Once the date has passed the account can no longer be kept, and once processing has finished you can no longer sign in and your account cannot be recovered. If processing cannot finish straight away it is retried, and the app shows that the deletion is delayed; if it keeps failing, FASTA staff are alerted and restart it. FASTA staff can also pause a deletion while a documented legal hold applies. Your data is then handled as described below.
• A record of the request itself (when it was made and completed, what was removed and kept, and your account's reference number) is kept; the email address that was on the account is removed from this record when processing completes. We keep this record, and our internal log entries about the request, for 36 months after the deletion is completed and then delete them automatically, unless a documented legal hold applies.

What is deleted, and what is kept

Which of the two cases below applies depends on whether you have any job history. If you have ever booked a job, taken a job, raised a dispute, left a rating or uploaded a job photo, your account is kept as an anonymised entry and the "kept" list applies. If you have none of these, your login and account record are deleted outright, together with the database records linked to them (for example support messages and the service-message consent record). Your profile photo and, for fundis, your verification documents are removed from storage; other files in storage, such as support attachments, are not removed. The record of your deletion request, a minimal verification record (fundis) and any record that you confirmed reading our privacy notice are kept as described below.

• Removed when your deletion is processed: your name, the phone number and the photo on your profile; your saved addresses; your device notification registration (notifications stop the moment you submit the request); the notifications we sent you inside the app; the text of any rating comments you wrote (the score is kept so fundi ratings stay fair); and your login is disabled: the email address on the login record is replaced, your password no longer works, and your signed-in sessions and two-step sign-in factors are revoked (a sign-in token already issued to a device can keep working for a short time until it expires). Photos you uploaded to jobs that have closed and were booked more than 30 days before processing are removed from storage, unless that job's evidence must be kept (see below). On closed jobs you booked, the map location of the service address (coordinates and place reference) is removed; the written address is replaced with "Address removed (account deleted)". In your service-message consent record, the phone number, IP address and device details recorded at the time are removed (see below for what stays). In the payment provider's confirmation messages for your bookings, the M-Pesa phone number you paid with is reduced to its first four and last three digits. Fundis: your verification document images (ID or passport, police clearance and trade certificates, including earlier uploads you replaced) are removed from storage, together with the details we extracted from them, unless a documented hold applies to them. Your email address is removed from the deletion record when processing completes.
• Kept, for legal, tax, safety and dispute reasons: your job records (booking reference, service category, status history, the description of the problem you typed, any notes, quotes and agreed amounts, dispute records) and your booking-fee payment records (amount, date, M-Pesa receipt number and the payment provider's confirmation message with the phone number reduced as described above). Your name is no longer attached to them, and your payment records are marked with a reference that does not show who you are. We have not yet fixed how long these records are kept.
• Kept, not yet covered by any removal, no fixed period:
  • Photos on recent jobs, held job evidence and photos taken by the other party. Photos you uploaded to jobs booked less than 30 days before processing; photos on a job whose evidence must be kept because of an open dispute, an open support request about the job or a documented hold; and photos a fundi took at your address when completing a job are not removed by the deletion process, and nothing removes them automatically later. We have not yet fixed how long they are kept.
  • Support messages. Messages you sent to FASTA support, any photos attached to them and any app diagnostics you chose to attach are not removed by the deletion process (if you have no job history the messages are deleted with your account record, but the attached files remain in storage). Where the text of a support message was copied into an internal alert for FASTA staff, that copy is replaced with a neutral placeholder when your deletion is processed. We have not yet fixed how long they are kept.
  • Fundis: verification records. When your deletion is processed we keep a minimal verification record: the document type, the review decision and dates, and a one-way hash of your ID number, without the image or your name. If a documented hold applies to your verification documents, they are kept until it is released. If your application to become a fundi is rejected and you do not delete your account, your documents stay in our private storage and nothing removes them automatically yet. We have not yet fixed how long the minimal verification record and the documents of rejected applications are kept.
• Kept: your consent record for service messages (that you agreed or declined, which wording you saw and when) and any record that you confirmed reading our privacy notice (which version and when), which is separated from your account. The phone number, IP address and device details recorded with the consent record are removed when your deletion is processed (see above). We have not yet fixed how long these records are kept.
• Kept: other entries in our internal activity logs, linked only to an anonymised account reference. Log entries about your deletion request are reduced to the minimum when the deletion completes and are deleted together with the deletion record (see above).
• Fundis: your service area (centre point and radius) and availability status are deleted when your deletion is processed. The jobs you completed are kept with your anonymised account entry in the same way as customers' job records.
• If your account was deleted before 1 October 2026: it was processed under our earlier procedure, which did not yet remove the map location of closed jobs, the consent-record identifiers, the full M-Pesa phone number inside confirmation messages, or the email address in the deletion record. Those details may therefore still be held in our records. We intend to apply the same removals to those earlier records. You have the right to ask us what is still held about you and to have it erased: email [email protected] from the email address that was on your account. During our closed beta these requests are handled manually by FASTA, not by an automated process, and we reply in writing.

The privacy notice section 5 says the same. Where a period above reads "not yet fixed", we have not set one; we will publish it here as soon as it is set.

If you can no longer open the app

Email [email protected] from the email address on your account and ask for deletion. After verifying it is you, FASTA opens the same deletion request on your behalf (during our closed beta this is done manually, so it may take a few days); the same 30-day schedule, the same checks (an open job must be finished or cancelled first) and the same rules on this page apply, and the fact that staff opened it is recorded.

Related

See the privacy notice for how long we keep data and the rights you have over it.