Delete your 2Klip account

Option 1 — in the 2Klip mobile app

Open the app, go to Settings → Delete my account and confirm. We take it from there.

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.

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

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.

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. You may also complain to the Information Regulator of South Africa.