Legal
Deleting your Emtelaak account
1. Who this applies to
This page explains how to have your Emtelaak account, and the personal data held with it, deleted. It applies to registered users of the Emtelaak mobile app and of our website. The Emtelaak platform is operated by Emtelaak, LLC.
2. Before you ask us to delete your account
An Emtelaak account can hold money and investments, so three things have to be settled before it can be closed. Please deal with them first — otherwise we will have to come back to you and the request will take longer.
- Exit any investments you still hold. An account that still holds shares in a listing cannot be closed while those shares are outstanding.
- Withdraw your wallet balance to a bank account held in your own name. We cannot close an account that still holds funds.
- Let anything already in progress finish — a pending top-up, a pending withdrawal, or a subscription to a listing that has not yet closed.
3. How to ask us to delete your account
Either route works, and you do not need the app installed to use the second one.
- In the app: open More → Contact us and ask us to delete your account.
- By email: write to support@emtelaak.com from the email address registered on your account, with “Delete my account” as the subject.
There is no charge for making the request, and you do not have to give a reason.
4. What we will ask you for
Because the account holds money and investments, we confirm that the request really comes from the account holder before acting on it. We will ask you to confirm your registered mobile number and to complete the same one-time code check you use to sign in. We will never ask you for your password.
5. What happens next, and when
- We acknowledge your request within 2 days.
- We confirm your identity and check the three points in section 2.
- We close the account and delete the data listed in section 6 within 30 days of that confirmation.
- We write to tell you once it is done.
6. What we delete
When your request completes, we delete the following from our live systems:
- your name, email address and mobile number, and your account profile
- your investor profile answers and the investment limit assigned to you
- your notification token and notification preferences
- your biometric sign-in preference, saved sessions and registered devices
- your marketing and communication preferences
- any documents you uploaded that we are not required to keep under section 7
You will no longer be able to sign in, and we will stop contacting you.
7. What we have to keep, and for how long
Emtelaak is a financial services operator, and Egyptian law obliges us to keep certain records even after an account closes. We cannot delete these on request. They are moved to restricted access and are not used to contact you, to market to you, or for any purpose other than meeting the obligation that requires them.
- Identity verification records — your national ID or passport number, the images of that document, and the selfie taken to verify it. Kept for 5 years after the account closes, under the anti-money-laundering record-keeping obligations that apply to entities licensed by the Financial Regulatory Authority.
- Wallet and transaction history — top-ups, withdrawals, purchases, holdings and distributions. Kept for 5 years, under the same anti-money-laundering obligations and under accounting and tax record-keeping rules.
- Contracts you signed — subscription agreements and any other executed document. Kept for 5 years as evidence of a concluded contract.
- Support and complaint records — kept for 5 years so that a dispute raised after closure can still be handled.
- A minimal record that the account existed and was deleted — kept for as long as the records above, so that we do not contact you again by mistake and so that we can recognise you if you return.
When a retention period ends, the record is deleted.
8. Backups
Deletion happens in our live systems first. Copies held in encrypted backups are overwritten as those backups cycle, within 30 days. During that window the data is not available to our staff and is not used for anything.
9. Providers who hold data for us
We use third-party providers to run the service — to send one-time codes and emails, to store your documents, to process wallet top-ups and withdrawals, and to deliver notifications. Where a provider holds a copy of your data on our behalf, we instruct it to delete that copy as part of your request. Where a payment provider has to keep its own record of a transaction under obligations that apply to it, that record stays with the provider and we cannot remove it.
10. Opening a new account later
You are welcome to apply again after your account is deleted. Because anti-money-laundering rules require us to recognise a returning customer, presenting the same national ID or passport will be matched against the records described in section 7, and you will need to complete identity verification again.
11. If you are not satisfied
Please write to us first at support@emtelaak.com, or to our compliance team at Compliance@emtelaak.com, and tell us what went wrong. If we cannot put it right, you may complain to the Egyptian supervisory authority for personal data protection about how we handled your data, and to the Financial Regulatory Authority (FRA) about our conduct as a licensed non-banking financial services provider.
12. Contact us
Emtelaak, LLC — Compliance Team
Unit No. 104/2, First Floor, Al Jazeera Plaza Mall, 26th of July Corridor, Sheikh Zayed City, Giza, Arab Republic of Egypt
Compliance@emtelaak.com · support@emtelaak.com