Delete your Taxi Masr account

Last updated: 2026-10-17

You can delete your Taxi Masr account at any time, whether you are a rider or a captain. This page explains how, what happens to your data, and when deletion is not yet possible. It works the same for the Taxi Masr rider app and the captain app.

Delete in the app (fastest)

1. Open the app and go to Settings. Riders: the gear icon on the home screen. Captains: the menu on the home screen, then Settings.
2. Tap Delete account.
3. Confirm with Delete permanently.

The deletion is immediate and cannot be undone. You are signed out on every device.

Delete without the app

If you no longer have the app or your phone, email support@taximasr.app from any email address with:

• the subject Delete my account;
• the phone number registered on the account;
• whether it is a rider or captain account.

Before deleting, we verify that the request comes from the account holder, for example by sending a code to the registered phone number. We reply within 6 working days of receiving your request (Article 32 of the Personal Data Protection Law) and complete the deletion within the same period once verified; if it cannot be done, we tell you why.

When deletion is not possible yet

An account cannot be deleted while it has:

• a ride that is scheduled, searching, under way, or completed but not yet paid;
• a wallet balance you can withdraw or that you owe — contact support to settle it first;
• a captain payout that is still pending.

The app tells you which one applies. Once it is settled, you can delete the account. Other wallet credit, such as promotional or referral credit, may also need to be settled or given up before deletion.

What is deleted

• Your name (replaced with "Deleted account"), phone number, email address and profile photo.
• Saved places, home and work addresses, trusted contacts, favourite captains, your referral code and your settings.
• Your in-app notifications and the push-notification tokens of your devices. You are signed out everywhere.
• For captains: national ID number, driving licence number and expiry date, last known location, and the car and plate photos you uploaded.
• The location attached to any SOS you raised, and the names and numbers of the contacts it alerted.
• Every trip-share link for your trips stops working.

What is kept, and why

Some records are kept after deletion because the law requires them or because we need them for safety and dispute resolution. When their period ends we delete or anonymise them:

• Trip records (pickup, stops, destination, times and fare): 5 years from the end of the financial year of the trip (Commercial Law and Unified Tax Procedures Law). The name and number of a person you booked a ride for: 180 days from the ride.
• Payment, wallet, payout and fare-split records, including Paymob's payment confirmation (with a masked card number): 5 years from the end of the financial year.
• Chat messages: 180 days from the end of the ride.
• Ratings and comments you wrote: they stay on the rated captain's profile, no longer linked to you.
• Complaints, and the record that an SOS incident happened and how it was resolved: 3 years from closing.
• Security logs of actions on the account: 1 year.
• For captains: the verification documents (photos of the ID, licences and plate): 3 years from the deletion.

If an investigating or competent authority asks us to keep a record, or it is tied to an ongoing dispute, we keep it until that ends. Each period and its legal basis is in the Privacy Policy.

For more about how we handle your data, see the Privacy Policy. Questions: support@taximasr.app.