Delete your account

Nadi Pasien: Akun → Privasi & data → Minta penghapusan akun (Account → Privacy & data → Request account deletion).

Nadi Mitra: Profil → Hapus akun (Profile → Delete account).

Requests submitted from a signed-in Account are verified through that Account's session.

If you cannot use the Application, submit a request through the form on this page by entering the account's WhatsApp number and the account type. Name and reason are optional.

After the form is submitted, we contact that number via WhatsApp to confirm ownership of the Account before continuing the process. This page displays the same message for every submission, whether or not the number is registered.

Ending a Partner Organisation's cooperation is not requested through this form, but in accordance with the PKS (Cooperation Agreement) and the Partner Terms.

Requests are recorded in our data request queue and reviewed by our personnel.

For requests made through the form on this page, we confirm the owner of the number through a WhatsApp call or message to the account number before the next step.

We check whether there are still any Orders in progress, Settlement Balance, bills, or safety reports under examination. If there are, we contact you to settle them first.

We respond to the request no later than 3 × 24 (three times twenty-four) hours, and deletion is completed no later than 30 (thirty) days after identity is confirmed.

Written confirmation is sent via WhatsApp after deletion is complete.

We never ask for a PIN, OTP code, or password in this process. Do not give them to anyone.

Sign-in access and password.

Name, WhatsApp number, saved addresses, emergency contacts, medical profile, and medical notes.

The linked GoPay account and the default payment method.

Your number in Crew notes and in customer service tickets, including telephone numbers you wrote in messages to customer service.

Device data for delivering notifications, including device codes linked to your Orders, and the link between your Account and Application error reports.

In your Order records: the pickup point landmark; the Patient's sex, age group, characteristics, and mobility needs; condition information; and notes written by the Crew on the Order during the trip, including notes on SOS Orders. Pickup and destination addresses are replaced with the area (kecamatan or sub-district, and city), and their coordinates are rounded to approximately 1 km.

Crew notes about your pickup written after the trip, in the form of labels and short comments, are not deleted in full, but your telephone number is deleted from those notes as referred to in Article 4.4.

For Partner accounts: profile photo, uploaded documents, and role in the Partner Organisation. The withdrawal account number is masked.

Order and payment records in anonymised form, namely the Service, date, amount, Partner Organisation and Crew, distance, rating, and area, without name, telephone number, or health data, for 10 (ten) years for paid Orders as financial and tax records, or 5 (five) years for SOS and Social Service Orders as service records, and then deleted or anonymised.

Crew notes about pickups as referred to in Article 4.7, without your telephone number, follow the retention period of their Order.

Records in use in the examination of a safety incident, complaint, or dispute, until the examination is complete, after which they follow the retention periods in the Privacy Notice.

This deletion request and its decision, for 5 (five) years, as evidence that deletion was requested and carried out.

For Partner accounts: withdrawal history and the Ledger as financial records.

The retention period for each type of data is described in Article 12 of the Privacy Notice.

Deleting an Account is different from deleting the Application or signing out of the Account. Deleting the Application does not delete the Account.

A Partner account that still has Orders in progress or a Settlement Balance must settle them first, and we will contact you for that purpose.

Deletion cannot be undone once complete. You may register again with a new Account in the future.

To request a copy of your data before your Account is deleted, use Nadi Pasien → Akun → Privasi & data → Minta salinan data (Account → Privacy & data → Request a copy of data), or contact the Data Protection Officer.