How do I close my account or delete my data?

You can ask us to close your account and to delete your personal data or send you a copy of it. There is no button for this in the account, so it is done by request.

01Before you ask

• Use your Mate Wallet balance first, and ask support about any balance that is left before you confirm the closure.
• Redeem your points if you want to use them. Under the Points & Rewards Terms, unredeemed points are lost when an account is closed.
• Save any codes, eSIM details and booking confirmations you still need. You will not be able to open your order list afterwards.

02Steps

1. 1Contact support through the support chat while signed in, or email [email protected] from the email address of your account.
2. 2Say what you want: close the account, delete your personal data, or receive a copy of your data.
3. 3We confirm that the account is yours, then process the request.

03What to expect

• The Privacy Policy says we respond to these requests within 30 days, or as the law requires.
• Some records cannot be deleted straight away. The Privacy Policy says transaction records, and any identity verification documents, are kept for at least five years, and account data for up to two years after closure.
• Closing an account does not change the Refund Policy for orders you already placed.

04Just want fewer emails?

You do not need to close your account for that. Emails about an order are part of delivering it. The Privacy Policy gives you the right to object to direct marketing: contact support ([email protected]) and ask to be removed from marketing emails.

05Related articles

• Can I withdraw my Mate Wallet balance?
• How do points work?
• How do I contact support?