Account & Store Deletion

1How to request deletion

For your outlet's financial safety and to prevent fraudulent or accidental closures, a merchant account cannot be deleted directly from the app or the website. There is no self-service "delete account" button.

To permanently close your outlet and delete your account, you must raise a closure ticket from inside the GatiMitra Merchant app, after logging in:

1. Open the GatiMitra Merchant app and sign in to your partner account.
2. Go to Profile → Help & Support → Raise a ticket (or Complaints).
3. Choose the reason "Permanent store closure & account deletion."
4. Submit the ticket. Our team verifies that you own the account and that there are no pending orders or unsettled dues.

Requiring an in-app, logged-in request guarantees that only the genuine account owner can initiate deletion — a store or account can never be deleted by someone who does not control the login.

2What deletion covers

A closure request removes you from the platform in two linked steps:

• Store delisting — your outlet stops appearing to customers, no new orders can be placed, and your menu, offers, and listing are taken down.
• Account deletion — your partner login and merchant profile are deactivated and scheduled for deletion.

Both happen together as part of the permanent-closure request; you cannot keep the account while permanently delisting the store under this flow.

3Before your account can be deleted

To protect customers, delivery partners, and your own earnings, closure is completed only after:

• All active and in-progress orders are fulfilled or cancelled — we will not delete an account with live orders.
• Your wallet balance and settlements are cleared — any pending payout is released to your registered bank account, and any outstanding dues to the platform are settled.
• Ownership is verified — via your logged-in session and registered phone/email.

If dues or payouts are pending, we hold the deletion until they are resolved and keep you informed on the same ticket.

4What data is deleted

Once closure is approved and the above conditions are met, we delete or irreversibly anonymise:

• Your merchant profile, login credentials, and contact details.
• Your store listing, menu items, photos, offers, and operating hours.
• Marketing preferences and saved app settings.
• Device and push-notification tokens tied to your account.

After deletion you will no longer be able to sign in, and your outlet will not be recoverable.

5What data we must keep, and for how long

Some records cannot be deleted immediately because law and financial-compliance obligations require us to retain them. We keep the minimum necessary data, isolated from active use, and delete it when the retention period ends:

• Transaction, invoice, settlement, and tax records — retained for up to 8 years as required under Indian tax and accounting law.
• Records needed to resolve disputes, chargebacks, or refunds — retained until the matter is fully closed.
• Records we are legally required to preserve — retained for as long as the applicable law or a lawful request requires.

Retained records are used only for legal, accounting, audit, and dispute-resolution purposes — never to market to you or to re-create your listing.

6Timeline

• Acknowledgement: within 48 hours of your ticket.
• Verification & dues settlement: typically 7–14 days, depending on pending orders and payouts.
• Deletion: once verified and cleared, your account and store data are deleted within 30 days, except the records listed in Section 5.

We update you on the same support ticket at each step.

7Changing your mind

Until deletion is finalised, you can reply on your closure ticket to cancel the request and keep your account. After deletion is completed, the account and store cannot be restored — you would need to onboard again as a new partner.

8Contact

To start a deletion request, raise a ticket in the GatiMitra Merchant app as described in Section 1. For questions about this policy, see Help & Support or email support@gatimitra.com from your registered email address.