Account Deletion

You can delete your TurfBook account at any time. There are two ways to do it. The in-app flow is the fastest and is the recommended path for most users. The email-based fallback exists for users who cannot access the in-app flow — for example, after losing access to their registered phone or device.

Method 1 — In-App (Recommended)

1. Open the TurfBook mobile app on the device where you are signed in.
2. Tap the Profile tab.
3. Scroll to the bottom and tap Delete Account.
4. Read the on-screen confirmation. Type the word DELETE in the confirmation box.
5. Tap Confirm. Your account is immediately deactivated and you are signed out.

Account deletion through the in-app flow is processed instantly. The thirty-day grace period (see “What happens after deletion” below) begins from the moment you confirm.

Method 2 — Email Request

If you cannot access the in-app flow — for example, you have lost access to your registered phone number or to the device the app is installed on — you may request deletion by email.

Send an email to privacy@turfbook.africa with the subject “Account Deletion Request” and include the following:

• the Kenyan mobile phone number registered on your TurfBook account (including the +254 prefix);
• the full name on the account;
• a clear statement that you wish to delete your account;
• any additional context that helps us verify your identity (for example, a recent booking reference beginning with TB-, or the M-Pesa transaction identifier of a recent payment).

We will verify your identity before processing the request. Once verified, your account is deactivated and the thirty-day grace period begins. The whole process typically takes one (1) to seven (7) business days from the time we receive your request, depending on how quickly we can verify your identity.

Before You Delete — What You Need to Settle First

Wallet balance

If your TurfBook Wallet holds a positive balance, you must spend it before your account can be deleted. The Wallet is closed-loop and not redeemable for cash; we do not unilaterally forfeit Wallet balances on deletion. You can spend Wallet balance on a Booking, Wallet top-up payment, Game participation, or Split Payment contribution. When you initiate deletion in the app and your Wallet balance is greater than zero, you will see your current balance and a reminder to spend it.

For Turf Owners

If you are a Turf Owner, you must additionally settle the following before account deletion can complete:

• all confirmed Bookings at your Turf must have been fulfilled or cancelled;
• any outstanding payouts due to you must have been disbursed;
• any outstanding payout clawbacks against your future payouts must have been recovered.

What Happens After Deletion

Immediate

The moment your deletion is confirmed:

• your account is deactivated and you are signed out of any active sessions on all devices;
• your profile is no longer visible to other Platform users;
• any reviews you have published are anonymised (the text remains for Turf integrity, but is no longer attributed to you by name);
• your favourites, Game memberships, and Wallet ledger become inaccessible to you.

During the 30-day grace period

For thirty (30) days after deletion, your personal data is retained in cold storage to allow for the resolution of any pending disputes, payment reversals, or fraud investigations. During this period your account cannot be reactivated by you. If you change your mind during the grace period and wish to reactivate, contact support@turfbook.africa and we will assess on a case-by-case basis.

After 30 days

After the thirty-day grace period, your personal data is permanently and irreversibly deleted, with the following exceptions, which we are required to keep for longer under Kenyan law and our Privacy Policy:

• Transaction and payment records— retained for seven (7) years from transaction date, for tax compliance and financial audit (Kenyan tax law). Where possible these are anonymised; in some cases the originating phone number is retained as part of the M-Pesa transaction reconciliation record.
• Wallet ledger records— retained for seven (7) years from entry date, for financial record-keeping and audit.
• Platform-wide security audit log— retained for seven (7) years from event date, for fraud prevention and security investigation.

Full retention periods for every data category are documented in Section 6 of the TurfBook Privacy Policy.

Your Rights Under Kenyan Law

The right to deletion of your personal data is set out in the Data Protection Act, No. 24 of 2019 of the Laws of Kenya (the “DPA”). Under the DPA you also have rights of access, rectification, restriction, objection, and data portability — all of which are described in Section 7 of the Privacy Policy. Where we are unable to honour a deletion request in whole or in part (for example, because of a tax-record retention obligation), we will explain the reason and inform you of your right to lodge a complaint with the Office of the Data Protection Commissioner (the “ODPC”) at www.odpc.go.ke.

Contact

Ball Hub, trading as TurfBook
Neema Court, Kibiku Road, Mihang'o, Embakasi East, Nairobi, Kenya

Data Protection Contact: privacy@turfbook.africa
General Support: support@turfbook.africa