Account Deletion

In compliance with Apple App Store Guideline 5.1.1(v), Google Play Store policies, and Article 7 of Egypt's Personal Data Protection Law No. 151 of 2020, the Ollin mobile application provides a built-in account deletion feature that allows you to permanently remove your account and associated personal data directly from within the application.

The deletion functionality is accessible through your profile settings and requires identity verification (password re-authentication) to prevent unauthorized deletion requests. You do not need to contact customer support to initiate an account deletion — the process can be completed entirely within the app.

The account deletion feature is available to all authenticated users who are currently logged into their Ollin account. To initiate a deletion request, you must:

• Be logged into your Ollin account with valid credentials.
• Successfully verify your identity by entering your account password.
• Confirm the deletion request through the final confirmation dialog.

• All outstanding loan balances, unpaid installments, and any accrued fees remain due and payable in full, regardless of account deletion.
• The Company reserves the right to pursue legal debt recovery proceedings in Egyptian courts for any unpaid amounts.
• Your repayment history and any defaults or delinquencies will continue to be reported to I-Score (Egyptian Credit Bureau) in compliance with Consumer Finance Law No. 18 of 2020, Article 15.
• If you have an active Finance Contract, we strongly recommend settling all outstanding amounts before requesting account deletion.

While we delete your account and personal data upon request, certain data must be retained to comply with Egyptian law. The table below details what data is retained, for how long, and the legal basis for retention:

Upon completion of the deletion process, the following data handling procedures apply:

• Personal data not subject to legal retention (profile information, preferences, app settings, usage data) is permanently deleted within 30 calendar days of the deletion request.
• Legally retained data is segregated, access-restricted, and stored securely for the applicable retention period only. It is not used for any purpose other than regulatory compliance.
• Backup copies are purged within 90 days of the deletion of source data through our regular backup rotation schedule.
• Anonymized / aggregated data (from which you cannot be personally identified) may be retained indefinitely for statistical and service improvement purposes. This data does not constitute Personal Data under Law No. 151/2020.

• Your account will be fully deleted within 30 calendar days of your confirmed deletion request.
• During the first 14 days, you may cancel the deletion request by contacting us at care@ollin.com.eg. After the grace period, the deletion becomes irreversible.
• You will receive an email confirmation when the deletion is initiated and again when it is fully completed.
• Backup copies of deleted data will be purged within 90 days through our regular backup rotation schedule.

Certain data shared with or held by third parties is not directly controlled by Ollin after sharing. Upon account deletion:

• I-Score (Egyptian Credit Bureau): Your credit data held by I-Score is governed by I-Score's own retention policies and CBE/FRA regulations. Deleting your Ollin account does not delete your credit bureau records.
• Payment processors: Transaction data held by payment processors is subject to their own retention policies and PCI-DSS requirements.
• Regulatory bodies (FRA, DPC): Any data already submitted to regulatory authorities for compliance purposes is governed by the respective authority's retention and data handling policies.
• Cloud infrastructure providers: Data stored in cloud environments is deleted in accordance with our deletion procedures. Our cloud providers comply with ISO/IEC 27001 and ISO/IEC 27018 standards.

If you are unable to delete your account through the in-app process (e.g., you cannot access the app, forgot your password, or have a locked account), you may request account deletion through the following alternative methods:

This account deletion process and the associated data handling practices comply with the following laws, regulations, and standards:

Customer support inquiries regarding account deletion will be acknowledged within 2 business days and processed within the timelines specified in Section 08. For urgent account security matters, please contact us immediately by phone.