Delete your Kama Shoetra account
You can ask us to delete your Kama Shoetra account and personal information at any time. This page covers the Kama Shoetra app on the App Store and Google Play, and your account with our Sandton studio. Kama Shoetra (Pty) Ltd runs both.
We complete deletion requests within 30 days.
Last updated:
How to request deletion
Option 1: In the app
- 1Open the Kama Shoetra app and sign in.
- 2Tap the Profile tab.
- 3Tap Privacy & account deletion.
- 4Tap Request account deletion, then confirm with Request deletion.
- 5You'll see a confirmation with your request reference. Your account stays active until we have finished deleting it.
Option 2: Without the app
Deleted the app or can't sign in? Contact us from the email address or mobile number registered on your account, and include your full name.
Use the subject line "Delete my Kama Shoetra account". Please don't send passwords, card details or ID documents.
Before you ask
- If you have a Kama Shoetra Club or Seller Pro membership, we cancel it for you when we process your request, so you aren't billed again.
- Collect any items that are still with us, or tell us where to deliver them.
- Any loyalty points on your account are lost when the account is deleted.
What happens next
- 1
We confirm your request
In the app you get a request reference straight away. If you emailed or sent a WhatsApp, we reply to confirm we've received it.
- 2
We check it's you
To protect your account, we may ask you to confirm your identity, for example by replying from the email address or phone number on your account.
- 3
We wrap up anything open
If you have an order in progress, an item in our care, a marketplace sale that hasn't been settled or an active subscription, we'll contact you to finish, return, settle or cancel it.
- 4
We delete your data and tell you
We delete or anonymise your information as described below and let you know when it's done.
We complete requests within 30 days of receiving them. If an order or sale is still in progress, we'll tell you and finish the deletion as soon as it's resolved.
What we delete
- Your sign-in account: email address, password, and the name, phone number and address saved with it.
- Your profile: contact details, saved address, notification (push) token and loyalty points.
- Photos of your items and their AI assessments.
- Your saved shoes, favourites and marketplace listings that haven't sold.
- Delivery quotes and the addresses used for them.
- Our log of the emails and WhatsApp messages we sent you.
- Any permission you gave us to use order photos in marketing. Deleting your account withdraws it: we stop using those photos in new content and remove posts from our own pages on request. We delete the permission record once no posts made with it remain on our pages.
What we keep, and for how long
Some records have to be kept, even after your account is deleted:
- Order, payment and invoice records (order numbers, dates, services, amounts and payment references). South African tax and company law requires us to keep these, generally for five years and up to seven for company records. We remove your name, phone number, email address and address from them where the law allows.
- Which version of our terms you accepted, and when, kept with your order records for the same period.
- Records needed for an open dispute, claim or fraud investigation, until it is resolved.
- Security logs (such as sign-in times, IP addresses and the email address used), only as long as needed to protect accounts and prevent fraud.
Copies held by other companies
Payment providers (Yoco and Paystack) and couriers keep their own records of the payments and deliveries they handled for you, under their own legal obligations and privacy policies. Our other service providers, such as our AI, email, WhatsApp and push notification providers, may keep short-lived copies for their own limited retention periods. Emails and WhatsApp messages we've already sent stay in your inbox. See our Privacy Policy for the full list of service providers.
Don't want to delete everything?
- Update your contact details in the app under Profile.
- Turn off notifications or location access in your phone's settings.
- Withdraw permission for us to use your order photos in marketing by messaging us your order number.
- Ask us for a copy of the information we hold about you, or to delete specific information only. See your rights.
Questions
Email hello@kamashoetra.com or call or WhatsApp 068 614 3596. If you're unhappy with how we handled your request, you can complain to the Information Regulator at inforegulator.org.za.