Delete Your Data

1. 1Email support@city-dwelling.com with the subject "Data deletion request".
2. 2Send it from the email address linked to your CityDwelling account, so we can confirm the account is yours. If you no longer have access to that address, tell us and we will verify your identity another way.
3. 3Include your full name, your account email, the phone number you used for WhatsApp updates (if any), and whether you use CityDwelling as a renter or as a partner (agent, landlord or developer).
4. 4We confirm receipt, verify the request, and email you once your data has been deleted.

The button opens your email app with the request pre-filled. You can also write to us from any email client.

A full deletion removes your account and the personal data linked to it, including:

• ›Your profile: name, email address, phone number, password and preferences
• ›Your searches, saved properties and collections
• ›Your BOLOs, the homes partners sent you, and your engage or pass decisions
• ›Messages and enquiries sent through CityDwelling
• ›Your WhatsApp opt-in and notification history
• ›Reviews and other content you submitted, which are deleted or permanently anonymised
• ›Analytics data linked to your account. We also ask our analytics providers (Mixpanel and PostHog) to delete it.

The Kenya Data Protection Act, 2019 allows us to keep limited records where another law requires it or where we need them to resolve a dispute. We keep only:

• ›Payment, credit purchase and invoice records, for as long as Kenyan tax and accounting law requires (typically 5 years)
• ›Records of fraud, abuse or a breach of our Terms, until the matter is closed
• ›A minimal record that your deletion request was received and completed, so we can show we met it

Retained records are restricted to staff who need them and are deleted when the retention period ends. Copies in encrypted backups are removed as those backups expire on their normal cycle. Aggregated or anonymised statistics that can no longer identify you are not personal data and may remain.

If you use the Partner Portal, deletion also removes your partner profile, BOLO responses, listings you added and identity verification records we hold, except where we must keep them under Section 03.

• ›If you have unused credits or an active subscription, contact us before you ask for deletion. A deleted wallet cannot be restored.
• ›If your account belongs to an agency organisation, deleting your seat removes your personal data. Deleting the organisation itself must be requested by its owner.
• ›Identity checks run through our verification provider (VoveID) are also subject to its own retention rules. We will ask it to delete your verification data where the law allows.

• ›Deletion stops all CityDwelling WhatsApp messages and removes your number from our systems.
• ›We cannot delete messages already delivered to your phone. Clear them in WhatsApp if you wish.
• ›If you chatted with an agent or landlord directly on WhatsApp or by phone, they hold that conversation on their own device. Ask them directly to delete it.
• ›WhatsApp is operated by Meta, which keeps message delivery data under its own privacy policy.

• ›We acknowledge your request within 3 working days.
• ›We complete the deletion within 30 days of verifying your request, and email you when it is done.
• ›Deletion is permanent. You can sign up again later, but your old data, BOLOs and credits cannot be recovered.

If you are unhappy with how we handle your request, you can contact our Data Protection Officer at dpo@city-dwelling.com or lodge a complaint with the Office of the Data Protection Commissioner of Kenya.

You can also:

• ›Stop WhatsApp messages by replying STOP to any CityDwelling message
• ›Turn off analytics in the Privacy Policy or in Settings → Privacy
• ›Ask for a copy of your data, or for a correction, by emailing support@city-dwelling.com