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sam2code edited this page Jan 16, 2026 · 5 revisions

Account Deletion Request Guide

Overview

This guide explains how to request the deletion of your Step&Hop supplier account using the Helpdesk calling option. Please read the important warnings below before proceeding, as account deletion is a permanent action with significant implications for your business data and operations.

Important: This application and its services are designed exclusively for suppliers operating in India and for users in India who transact with these suppliers. This policy applies only to Indian suppliers and Indian users.

How to Request Account Deletion

To initiate an account deletion request, you must contact our Helpdesk support team directly through the app.

Navigation Path to Helpdesk

Follow these steps to reach the Helpdesk:

┌─────────────────────────────────────────────────────────────┐
│                    STEP 1: Open App                         │
│                  Launch Step&Hop Supplier App               │
└───────────────────────────┬─────────────────────────────────┘
                            │
                            ▼
┌─────────────────────────────────────────────────────────────┐
│              STEP 2: Navigate to Dashboard                  │
│              (Home Screen - Default View)                   │
│                                                             │
│  ┌──────────┐  ┌──────────┐  ┌──────────┐  ┌──────────┐     │
│  │  Orders  │  │Inventory │  │ Profile  │  │  Help ?  │     │
│  └──────────┘  └──────────┘  └──────────┘  └────┬─────┘     │
│                                                 │           │
│                    Tap on "Help" Card           │           │
└─────────────────────────────────────────────────┼───────────┘
                                                  │
                                                  ▼
┌─────────────────────────────────────────────────────────────┐
│                    STEP 3: Help Screen                      │
│                                                             │
│  ┌──────────────────────────────────────────────────────┐   │
│  │          Call Helpdesk Button                        │   │
│  │    Speak directly with our support team              │   │
│  └──────────────────────────────────────────────────────┘   │
│                                                             │
│                    Tap "Call Helpdesk"                      │
└───────────────────────────┬─────────────────────────────────┘
                            │
                            ▼
┌─────────────────────────────────────────────────────────────┐
│              STEP 4: Connect with Support                   │
│         Secure call initiated to Helpdesk team              │
│         Inform agent: "I wish to delete my account"         │
└─────────────────────────────────────────────────────────────┘

Step-by-Step Instructions

  1. Open the App: Navigate to the Dashboard (Home screen).
  2. Go to Help: Locate and tap on the "Help" card (marked with a help icon ?).
  3. Call Helpdesk: On the Help screen, tap the "Call Helpdesk" button.
    • This will initiate a secure call to our support team.
    • Inform the support agent that you wish to delete your account.

Important Warnings & Implications

Account deletion is irreversible. Please consider the following consequences carefully:

1. Loss of Historical Data

  • You will lose access to all historical transactions and order records.
  • We recommend downloading any necessary reports or statements before requesting deletion.

2. Re-registration = Starting From Scratch

  • Deleting your account is final. If you decide to return to Step&Hop in the future, re-registration will not restore your old data.
  • You will be treated as a new user and must register again from scratch, including resubmitting all required documentation (KYC, business proof, etc.) for verification.

3. Loss of Benefits

  • Referral Benefits: All accumulated referral bonuses and benefits may be permanently lost.
  • Business Impact: If the deletion is not timed well, you may suffer a loss in business revenue.
    • Example: If you delete your account after shipping a Cash on Delivery (COD) order but before receiving payment, tracking and settling this payment becomes difficult.

4. Financial Obligations

  • Outstanding Payments: You must settle any outstanding payments or receivables due to Step&Hop platform before the account can be closed.
  • Closure Fee: An account closure fee of Rs. 150 will be charged by the platform to process the closing of your online business account if the account is more than a month old and is under an extended Free membership.

The Deletion Process

To ensure a secure and smooth exit, the Helpdesk follows a strict protocol:

  1. Request Initiation: You call the Helpdesk to request deletion.
  2. Account Suspension: The Helpdesk will first suspend or block your account to prevent new activity.
  3. Closing Transactions:
    • Open Orders: Any open orders that have not been confirmed by you may be cancelled immediately.
    • Confirmed Orders: All confirmed orders must be honored and fulfilled. The account cannot be fully closed until these are processed.
    • Outstanding Closures: The Helpdesk ensures all outstanding transactions (payments, deliveries, returns) are closed.
  4. Final Deletion: Once all operational and financial obligations are met, the Helpdesk will initiate the permanent deletion of your account.

Data Retention & Privacy

What Happens to Your Data Upon Deletion

Upon account deletion, most of your personal data will be permanently removed from our active systems. However, certain categories of data must be retained for legal and regulatory compliance purposes as required by Indian tax laws, financial regulations, and business compliance requirements.

Data That Will Be Retained

The following data will be retained securely for a period of 7 calendar years from the date of account deletion:

  1. Financial and Transaction Records

    • Transaction history, invoices, payment records, financial statements
    • Purpose: Required for tax audits, financial audits, and regulatory compliance as per Indian tax and commercial laws
    • Protection: Stored in secure, access-controlled systems with restricted access limited to authorized personnel with legitimate legal/compliance needs

  2. Business Documentation and Evidence Documents

    • Business registration documents, KYC verification records, and all documents submitted as evidence during account verification or business operations
    • Purpose: Compliance with business registration requirements, KYC regulations, and potential dispute resolution
    • Protection: Stored in secure, access-controlled systems with restricted access

  3. Essential Transaction Metadata

    • Order confirmations, delivery records, dispute resolution records, communication logs
    • Purpose: Defense of legal claims, resolution of outstanding business matters, and compliance with commercial transaction requirements
    • Protection: Stored in secure, access-controlled systems with restricted access

  4. Login History and Authentication Logs

    • Login timestamps, IP addresses, device information, authentication attempts
    • Purpose: Security audits, fraud detection, compliance with IT Act requirements, and security incident investigation
    • Protection: Stored in secure, access-controlled systems with restricted access limited to authorized security and compliance personnel

  5. Call Analytics and Communication Logs

    • Support call records, call duration, call timestamps, call outcomes, communication logs with support team
    • Purpose: Quality assurance, dispute resolution, business operations audits, and customer service compliance
    • Protection: Stored in secure, access-controlled systems with restricted access limited to authorized personnel

Encrypted Personal Data

The following sensitive personal information will be encrypted and retained for the same 7-year period:

  • Contact number
  • Supplier contact name
  • Supplier contact ID
  • Banking information including:
    • Supplier bank name
    • Supplier bank account number
    • Supplier bank account type
    • UPI address
    • Supplier IFSC code

Note: Financial and transactional records themselves are not encrypted but are stored securely with strict access controls. Only the specific personal identifiers and banking information listed above are encrypted.

Data That Will Be Deleted

The following data will be permanently deleted and not retained:

  • Marketing preferences and consent records
  • Behavioral analytics and usage data (including supplier search analytics, search patterns, and browsing behavior)
  • Non-essential personal contact information
  • Profile data not required for legal compliance
  • Active account credentials and authentication tokens (passwords, session tokens, etc.)

Note:

  • While active credentials are deleted, login history and authentication logs are retained for security and audit purposes as described above.
  • While supplier search analytics (search queries, search patterns) are deleted as behavioral data, call analytics related to support and business operations are retained for quality assurance and dispute resolution purposes.

How Your Retained Data Is Protected

  • Access Restrictions: Retained data is not available for general use or operational purposes
  • Limited Access: Only authorized personnel with legitimate legal/compliance needs can access this data
  • Secure Storage: Data is stored in secure, access-controlled systems with appropriate technical and organizational security measures
  • Encryption: Sensitive personal identifiers and banking information are encrypted using industry-standard encryption methods
  • Audit Trails: Access to retained data is logged and monitored

Your Rights

Even after account deletion, you retain certain rights regarding your retained data:

  • Right to Information: You can request details about what data is retained and why
  • Right to Access: You can request access to your retained data
  • Right to Correction: You can request correction of inaccurate retained data (subject to legal obligations)

Important Policy Notice: This data retention policy may be updated from time to time in alignment with emerging regulatory requirements and business needs. Please refer to this page for the latest information on data retention and account deletion policies. We recommend checking this page periodically to stay informed about any policy changes.

Need assistance? Use the "Call Helpdesk" feature in the app to speak with a support representative who can guide you through this process.

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