Option A — Delete From Inside the App
The fastest way to delete your account is directly in the Lobana app. This removes your parent/guardian account and every child profile linked to it.
- Open the Lobana app and sign in to the parent/guardian account you want to delete.
- Go to Settings — tap the profile icon, then Settings.
- Tap Account — then select Delete Account.
- Confirm the request — you will be asked to re-authenticate (password or OTP) and to confirm in a final dialog. This step is required to prevent accidental or unauthorised deletion.
- Done — you will receive a confirmation email. Deletion is completed within 30 days.
Full in-app path: Settings → Account → Delete Account
Option B — Request Deletion by Email
If you have uninstalled the app, cannot sign in, or would prefer we handle it for you, send us a deletion request by email.
- Email privacy@lobana.africa with the subject line "Account Deletion Request".
- Include your account identifier — the email address or phone number registered to the Lobana account.
- Tell us the scope — whether you want the entire account deleted, or only one specific child profile removed.
- Verify ownership — we will reply from privacy@lobana.africa with a verification step (an OTP to your registered email or phone). We cannot process a deletion request without verifying that you own the account.
- Confirmation — we acknowledge every request within 5 business days and complete deletion within 30 days.
What Gets Deleted, and What Is Kept
When your deletion request is processed, the following applies:
| Data | Outcome | Retention period |
|---|---|---|
| Parent / guardian account (name, email, phone, profile photo) | Deleted | Within 30 days |
| Child profiles (first name, date of birth, language preferences, avatar) | Deleted | Within 30 days |
| Learning progress, flashcard activity, streaks | Deleted | Within 30 days |
| Chores, goals, reminders and rewards | Deleted | Within 30 days |
| Push notification tokens and session data | Deleted | Immediately on request |
| Anonymised / aggregated analytics that cannot identify you | Retained | Indefinitely (non-identifiable) |
| M-Pesa transaction references for completed subscription payments | Retained | 7 years — required by financial regulation |
| Records required for legal, security or fraud-prevention purposes | Retained | Only as long as legally required |
Account deletion is permanent and cannot be undone. Once deleted, learning progress, child profiles, chores, goals and rewards cannot be recovered. Deleting your account does not automatically cancel a subscription billed outside the app — see Section 4.
Before You Delete
- Active subscription — cancel any active subscription before deleting your account. If you subscribed via M-Pesa, deletion does not automatically stop a recurring payment mandate; contact us if you need help cancelling it.
- Delete one child profile only — you do not have to delete your whole account. A single child profile can be removed in-app under Settings → Family → [Child] → Remove Profile, or by email request.
- Export your data first — if you want a copy of your data before deleting, email privacy@lobana.africa and request a data export. We will provide it in a machine-readable format within 30 days.
- Uninstalling is not deletion — removing the app from your device does not delete your account or your data. You must use one of the two options above.
Questions or Help
If you cannot access your account, did not receive a confirmation, or have any question about this process, contact us:
For full details on how we handle your data, see our Privacy Policy.