Delete Your Account

1. Before You Request Deletion

To keep both you and LoadAm protected, an account must meet all three of the following before a deletion request can be processed:

• Zero wallet balance. Your wallet balance can only be used to purchase services on LoadAm, so spend it down first; an account with money in it cannot be deleted.
• No pending transactions. Any purchase or funding still in progress must finish first.
• No unresolved disputes. An open dispute or support case on the account must be closed first.

If any of these aren’t met yet, tell us in your request, and we’ll help you get the account into a deletable state (e.g. advising on how to use up a small remaining balance) before closing it.

2. How to Request Deletion

• Email support@loadam.ng with the subject line “Account Deletion Request”, sent from the email address registered on your account.
• We may ask you to verify your identity before proceeding, so a deletion request can’t be used to lock someone else out of their account.
• Once the three conditions above are met, we will confirm your request and complete it within 30 days, the same response window we commit to for all data-rights requests under our Privacy Policy.

Account deletion is handled by our support team rather than an automated in-app button. We do this deliberately: because LoadAm processes transactions and verifies user identity, every request needs a human to check the conditions above before an account can actually be closed.

3. What Happens Immediately

Once your deletion request is processed, your account is deactivated: you will no longer be able to log in, hold a wallet balance, or use any LoadAm service. Optional profile details not tied to a legal retention requirement, such as state and LGA, are deleted at this point.

Once your account is closed, you will lose access to your transaction and account history and can no longer view it yourself. We retain it internally regardless, for the compliance reasons explained next.

4. What We Retain, and Why

Deleting your account does not delete everything immediately. Because we process financial transactions and collect identity information, we are required under applicable Nigerian law to retain certain records for a minimum of 5 years even after an account is closed, under CBN AML/CFT/CPF Regulations and the Money Laundering (Prevention and Prohibition) Act 2022. This is the same retention schedule already disclosed in Section 6 of our Privacy Policy. Nothing about a deletion request changes it:

• Transaction records: minimum 5 years from the date of each transaction.
• Identity verification records (BVN/KYC): minimum 5 years from the date of submission, or 5 years after account closure, whichever is later.
• AML monitoring records and flagged activity logs:minimum 5 years.
• Basic account registration data (full legal name, phone number, email address): retained alongside the records above for the same minimum period. This is necessary because a transaction or KYC record kept for audit purposes is only meaningful if it can still be tied to the person it belongs to; deleting the name attached to a retained transaction would defeat the purpose of retaining the transaction at all.

After the applicable retention period lapses, this data is securely deleted, exactly as described in our Privacy Policy. We do not retain anything for longer than that policy already commits to, and deletion of your account does not start a new or different retention clock.

5. Data Held by Third Parties

Some data was already shared with licensed third-party service providers (our payment processor and VTU/bills aggregators) at the time you made past transactions, in order to fulfil them. See Section 4 of our Privacy Policy. That data is governed by each provider’s own retention obligations, and LoadAm cannot delete records on their behalf. It was never used for any purpose beyond completing the transaction it relates to.

6. Questions

If anything here is unclear, or you want to know exactly what data we currently hold about you before deciding whether to request deletion, email support@loadam.ng.