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This policy applies to all Onway users (passengers/drivers), and includes deleting the account and data within the app and support centers.

Who has the right to request deletion?

Only the account owner, after identity verification. (OTP/بريد أو وثائق عند الحاجة).

In special cases (death/legal guardianship), we require supporting documents..

What is deleted?

Account details (name, phone, email, photo).

Preference settings and in-app conversation history (unless required to be saved for legal purposes).

Payment methods stored as reference codes (we do not store full card details).

Any files uploaded by you (such as InstaPay receipts) unless legally required to retain them.

What cannot be deleted immediately?

Invoicing, payment, and travel records necessary for tax/accounting compliance and fraud prevention.

Legal records related to an open dispute or formal investigation.

When the justification for retention ends, we delete or anonymize.

Impact on travel and payments

Requesting deletion while there is an active trip/pending balance/dispute may halt deletion until resolution.

Any outstanding/refunded amounts will be processed before the account is deleted..

time period

We process deletion requests within 30 calendar days (often faster), and this period may be extended in cases of legal obligations or exceptional circumstances—the user will be notified accordingly.

How do I request a deletion?

From the app: Settings → Privacy → Delete Account.

Or via Onway support with identity verification.

We will send a notification upon implementation, with details of what has been deleted and what has been legally retained..