Delete your UrMarket account and data

How to submit your request

1. Tell us whether your request concerns your Buyer account, Seller account, or both.
2. Include the email address or phone number registered to that account. Where possible, send your request from your registered email address.
3. State that you want your account and associated personal data deleted. Our support team will verify account ownership before acting and explain any necessary follow-up.

Do not send your password, one-time verification code, payment-card details or identity documents in the initial email. If you no longer control your registered contact details, mention that so we can arrange an appropriate verification process.

You can also ask us to review deletion of particular personal data without closing your account. Tell us which data you mean; some information is necessary to operate an active account or meet recordkeeping obligations.

Delete from the app

• Buyer: open your account/profile settings and select Delete Account, then review the confirmation.
• Seller: open More → Profile → Delete Account, then review the confirmation. Outstanding earnings or pending settlements may require support assistance before closure.

If an in-app request cannot be completed, use the email route above. You do not need to install an app to submit an email request.

What happens next

We verify ownership and review the data linked to the requested account. We aim to respond to verified requests within 30 days. If a dispute, outstanding transaction or legal requirement affects completion, we explain the reason and next steps.

In-app deletion currently uses a 30-day recovery window. During that window, account identifiers remain reserved and signing in or verifying an OTP may restore the account. After the window, the scheduled process anonymises the account name and releases its email, phone number and linked login identifier. Contact support if you want to discuss the recovery window or have inadvertently restored an account.

Deleting an app from your phone, or signing out, does not delete your UrMarket account. A deletion request is reviewed separately from cancelling an order, resolving a refund or settling seller earnings.

Data covered by your request

Our review covers your account profile and contact information, saved addresses and preferences, uploaded personal content, linked authentication identifiers and notification registrations. We remove or anonymise associated personal data that is no longer required. The scheduled profile-anonymisation step alone does not erase every related business record; support reviews the remaining data and any necessary service-provider follow-up.

Records that may need to be retained

We may retain the minimum order, payment, refund, seller-settlement and tax records needed for accounting and legal obligations. Canadian tax records generally have a minimum retention period of six years from the end of the last tax year to which they relate; a legal hold or specific requirement can extend that period. This does not mean every item of personal data is retained for six years.

Records needed for an active fraud investigation, dispute or legal claim may be retained while that matter and applicable retention requirements remain unresolved. We explain relevant exceptions when handling your request.

Restricted-access backup copies are removed through the backup rotation process rather than edited individually. If a backup must be restored, completed deletion requests must be reapplied. Ask support for the applicable backup-retention details for your request.

Retained records are restricted to their necessary purposes. We confirm completion and explain any information retained, why it is retained and the applicable period in our response.