Delete your Duffloo account

You can ask us to close your Duffloo account and delete your personal information at any time. You do not need to be signed in, and you do not need to still have the app installed — an email request is enough.

This page covers both apps: the Duffloo customer app and the Duffloo Washer (Hero) app.

Option 1 — start it in the app

If you still have the app and can sign in, you can start deletion from your account screen.

Duffloo (customer app)

Open the Account tab and tap Delete Account. You will be asked to sign in again to confirm it is really you, and then to confirm the deletion.

Duffloo Washer (Hero) app

Open the Account tab, find the Security section and tap Delete Account. This submits a request rather than deleting immediately: we check first that you have no outstanding payouts, so that you are not left unpaid for work you have already done. You can cancel the request at any time before it is actioned.

In both apps, deletion is blocked while you have an order in progress. Wait until the order is complete, or contact us and we will help.

Option 2 — request deletion by email

This is the route to use if you have uninstalled the app, cannot sign in, or want your remaining information erased and not only your login closed.

Email privacy@duffloo.com with the subject Account deletion request. That is our Privacy Officer, the same address named in our Privacy Policy.

Please tell us:

  • the email address or phone number on the account, so we can find it;
  • whether it is a customer account, a Washer (Hero) account, or both;
  • that you want the account deleted — not just unsubscribed from marketing email. Those are different requests, and if marketing email is all you want stopped, email preferences is the faster route and leaves your account open;
  • if you are a Washer (Hero), whether you also want your Stripe payout account closed, and whether you want your email address added to our do-not-contact list.

We may need to confirm you are the account holder before we act, so that nobody else can close your account. We will never ask you for your password by email. We will acknowledge your request and tell you when it has been carried out.

You can also write to us: Duffloo Inc., Attn: Privacy Officer, 58 Red Fox Place, Toronto, Ontario M1B 0B1, Canada.

What deleting your account does

  • Your sign-in is removed. You can no longer log in to the Duffloo platform with that account, and it cannot be restored.
  • For customers, your saved payment details are deleted from our payment processor, Stripe, so your card cannot be charged again.
  • Push notifications stop, and the device token used to send them is removed.

What it does not do on its own

We would rather be straight with you here than have you find out later. Closing your account in the app does not by itself erase the records we hold about you — for example your past orders, saved addresses and delivery notes, your messages with support, order photographs, invoices and receipts, and, for a Washer (Hero), your work, pay and payout records.

Those records are dealt with when you send a deletion request to our Privacy Officer, who reviews what is held against your account and erases or anonymises everything that we are not required to keep. If you want that done, use Option 2 — or send the email as well as deleting in the app. If you would like to be told what was removed and what was kept in your case, ask in the same message and we will tell you.

What we must keep, and why

Canadian law requires us to keep some records for a set period even after an account is closed, and a deletion request does not remove those. This is the same position set out in our Privacy Policy.

Washer (Hero) work and pay records

Ontario's Digital Platform Workers' Rights Act, 2022 requires records of platform work — including engaged time, pay, tips and amounts withheld — to be kept for three years. If you are a Washer (Hero), these are kept for that period and are not removed by a deletion request. They exist partly for your protection: they are the evidence of what you worked and what you were paid.

Tax and payment records

Invoices, receipts, HST amounts, T4A information and the payment records behind them must be kept for the period required by Canadian tax law. This applies to customers and Washer (Heroes) alike. Where we hold your Social Insurance Number it is stored encrypted, and it is only ever shown back to you as the last four digits.

Records needed for an open matter, safety or fraud prevention

We may also keep information where it is needed to resolve a dispute or claim that is already open — for example about a lost or damaged item — to prevent fraud, or where the law otherwise requires us to keep it.

Records kept for these reasons are kept for the retention period that applies to them and are then deleted or anonymised. They are not used to market to you and they are not used to re-create your account. Our Privacy Officer will tell you which of these apply to your account if you ask.

Your other options

Deletion is not always the one people actually want:

  • Stop marketing email only — use email preferences or unsubscribe. Your account stays open, and you keep getting messages about your orders and payments.
  • See or correct your information — you can ask for a copy of the personal information we hold about you and ask us to correct anything that is wrong. Washer (Heroes) can also ask for their work and earnings history, and how ratings and order assignment are calculated.
  • Withdraw a consent — including cookie and analytics consent, which you can change at any time with the Cookie Preferences link at the bottom of this page.

Contact

If you are not satisfied with how we handle your request, you may contact the Office of the Privacy Commissioner of Canada at priv.gc.ca.

This page is available in an accessible format on request — see Accessibility.