Delete Your Account

This page explains how to delete your Softbnb account and the personal information held with it. It covers both the Softbnb mobile app and the Softbnb website. You can use this page even if you have already removed the app from your phone, or cannot sign in.

Delete it yourself, in the app

This is the quickest way, and it takes effect straight away.

1. Open the Softbnb app and sign in.
2. Go to Profile, then Edit Profile.
3. Scroll to the bottom and tap Delete account.
4. Enter your password. If your account has no password, we send a six-digit code to your email address or phone, which is valid for ten minutes.
5. Type DELETE to confirm.

On the website you can do the same thing: sign in, open your notification settings, and choose Request Account Deletion.

Ask us to delete it, by email

Use this if you have uninstalled the app, forgotten your password, or cannot sign in for any other reason.

1. Email wecare@softbnb.com with the subject Delete my Softbnb account.
2. Send it from the email address registered on your Softbnb account. If you have to write from a different address, give us the phone number on the account instead.
3. We will check that the request is really from you before we delete anything. This protects you from someone else closing your account. We may send a confirmation code to the email address or phone number held on the account.

You can also call us on +234 810 821 5344.

We reply to deletion requests within 3 working days, and complete the deletion within 30 days of confirming your identity.

Things that must be settled first

We cannot close an account while money or a stay is still outstanding. You will need to resolve these before the account can be deleted:

• a booking that is active, pending or being processed, either as a guest or as a host — it must be completed or cancelled;
• money sitting in your wallet, or money your wallet owes;
• a withdrawal that has been requested but not yet paid;
• money we are still holding for you, such as host earnings not yet released or a caution deposit not yet returned;
• for Softbnb Jobs agents: a balance in your Jobs wallet, a requested withdrawal, or fees still owed to you.

Coupon credit cannot be paid out in cash. If you have any, you will be asked to give it up, or you can spend it on a booking before you delete.

If any of this is blocking you and you are not sure how to resolve it, email us and we will tell you exactly what is outstanding.

What is removed

• Your name, email address, phone number and profile photo are erased from the account.
• Your password is destroyed and every signed-in device is logged out.
• You will not be able to sign in again. The account cannot be restored.
• Any remaining coupon credit is removed.

Where your account still appears on records that belong to other people, it shows only as “Deleted User”.

What we keep, and why

Some records cannot be erased when an account closes, because they are not only about you, or because we are required to keep them.

• Bookings, payments and receipts. These are shared records: the guest or host on the other side of a stay keeps their copy, and Nigerian tax and financial rules require us to retain payment records. Your name is replaced with “Deleted User” on them.
• Identity checks. If you verified your identity, we keep the photograph of your face that you took, the type and number of the document you used, the record returned by the verification service, and the result. These are kept to prevent fraud and to meet our legal obligations. We do not keep a photograph of the document itself.
• Reviews, messages and listings. These involve other people, so they remain, no longer shown under your name.

We keep each of these only for as long as the reason for keeping it lasts, and for as long as the law requires. This is set out in section 4 of our Privacy Policy.

Deleting some of your data without closing your account

You do not have to delete everything. You can also:

• Download a copy of your data — in the app, Profile → Edit Profile → Download my data. It includes your profile, bookings, wallet, transactions and reviews.
• Change or remove your profile photo, phone number or name in Edit Profile.
• Turn off marketing emails and text messages in your notification settings.
• Ask us to delete specific information — for example an identity document or a particular review — by emailing wecare@softbnb.com and telling us which. We use the same identity check described above.

Questions

Email wecare@softbnb.com or call +234 810 821 5344. See also our Privacy Policy and Terms and Conditions. We handle personal data in line with the Nigeria Data Protection Regulation and the Nigeria Data Protection Act 2023.