Account Deletion

To request deletion of your Emerald Stay account, email privacy@emeraldskyline.co.ke.

If possible, send the request from the same email address used on your account. This helps us verify ownership and process the request more quickly.

Please include enough information for us to identify the correct account and related records.

• Your full name.
• The email address used on the account.
• The phone number linked to the account, if one was provided.
• Any booking reference, stay dates, or other identifying booking details, if available.
• A clear statement that you are requesting account deletion.

We may require identity verification before processing a deletion request. This is to reduce the risk of unauthorized account deletion and protect user data.

Verification may include confirming control of the registered email address or asking for additional account or booking details that only the account holder should know.

Once we have verified your request, we will delete eligible account data within 30 days.

After deletion is completed, access to the deleted account and account-linked app services may no longer be available.

Subject to legal and operational retention requirements, we will delete or permanently de-identify personal data associated with your account that is no longer required.

• Profile and account contact details.
• Identity verification information and uploaded identity images that we are not required to retain.
• App account records used to manage bookings, guest details, and account support history where retention is not legally required.

Some information may be retained after account deletion where retention is required or permitted by law, or where it is necessary to protect our legitimate interests.

• Booking records, invoices, and related transaction records needed for tax, accounting, and compliance obligations.
• Limited payment, dispute, and reconciliation records needed to respond to chargebacks, audits, or financial reporting requirements.
• Limited security, fraud-prevention, and abuse-prevention records needed to investigate misuse, enforce our terms, or protect the service.
• Any records that we are required to retain to comply with applicable law, regulation, legal process, or lawful requests from authorities.

Retained information will be kept only for as long as the applicable retention reason continues to apply.

For account deletion requests or follow-up questions, contact privacy@emeraldskyline.co.ke.

For broader information about how Emerald Stay and Emerald by Skyline Villa handle personal data, see our Privacy Policy.