Legal & Policies
Account Deletion Policy
Last updated: 13 August 2026
English is the controlling legal version.
This policy explains how Potato Mart handles a request to delete a customer account. It is a disclosure of our process, not a deletion-request form, and it does not create an instant-delete function on this website or in the app. Privacy and consumer rights available under applicable law continue to apply.
1. Request and verified review
Account deletion begins with a request that Potato Mart can verify. We do not immediately erase an account when a link is opened or a button is selected, because an account may be connected to several identities, contact methods, saved addresses, images, orders, payments, vouchers, notifications and service records. A review helps us confirm that the person making the request controls the account and reduces the risk of an unauthorised person destroying another customer’s information. We may ask for reasonable information needed to match the requester to the account. We will not ask for an account password by email. If we cannot verify the request, we may pause it and explain what further evidence is reasonably required.
2. What the review covers
Our review identifies the records and relationships attached to the account so they can be handled safely and consistently. This can include the login identity, customer profile, customer number, referral relationship, profile and product-review images, consent records, addresses, wish lists, device or security records, order history, delivery and pickup records, invoices, payment references, refunds, chargebacks, credits, vouchers and customer-support correspondence. Some items are stored in different operational systems or are linked to records belonging to another person, such as a referral or a shared order contact. We review those links before deletion so that removing one account does not corrupt another customer’s record, an accounting entry, a fraud investigation or a transaction that remains in progress.
3. Active orders and payment settlement
An account is not eligible for final deletion while an order is processing, being prepared, awaiting pickup, in delivery, subject to a return, refund, payment adjustment, dispute or chargeback, or otherwise unsettled. Payment obligations and amounts owed to either party must be completed or resolved first. This protects the customer’s ability to receive the order, track delivery, obtain an invoice, communicate about a problem and receive any refund that is due. It also allows Potato Mart to meet payment, accounting and consumer-law responsibilities. We do not use this pause to require payment of an amount that is not validly due. When every active order and related payment matter has settled, we reassess eligibility and move the account to the deletion review list.
4. Deletion list and expected timing
After identity verification is complete and the account is eligible, Potato Mart places the account on a controlled deletion list for final review. Our target is to complete the account deletion within 7–14 business days after eligibility and review, rather than from the first unverified contact. This period allows us to coordinate records that may be held across identity, ordering, payment, media and support systems and to confirm that no new transaction has entered a processing state. The timing is a service target, not a promise that overrides a legal requirement, court order, active dispute, security hold or technical incident. If a material issue delays completion, we will aim to provide an appropriate update through the contact details available for the request.
5. Deletion, de-identification and retained records
For records that are no longer required, we take reasonable steps to delete them or remove the information that identifies the customer. De-identification may be used where aggregate or operational information can be kept without reasonably identifying an individual. Account access is disabled as part of completion, and reusable profile information is removed from ordinary customer-facing systems. Deletion does not necessarily mean that every reference to a completed transaction disappears. Potato Mart may retain limited records when retention is required or permitted by law, or reasonably necessary for tax, financial reporting, consumer claims, payment reconciliation, dispute resolution, fraud prevention, security or the establishment, exercise or defence of legal claims. Retained information is limited according to its purpose and remains subject to appropriate access and security controls.
6. Orders, invoices and financial records
Completed order, invoice and payment records may need to remain available for statutory record-keeping periods and for legitimate transaction administration. Where possible and appropriate, the active account link will be removed or replaced with a restricted reference while the transactional record is retained. A payment provider may hold its own records under its legal obligations and privacy terms; deleting a Potato Mart account does not direct an independent provider to erase records it must keep. We may also retain the minimum information needed to demonstrate the price, goods, tax, delivery or pickup outcome, refund history and communications associated with a transaction. Access to those retained records is limited to people and service providers who need it for an authorised purpose, and retention is reviewed in line with applicable requirements.
7. Images and published contributions
Profile images and other media attached only to the customer profile are scheduled for removal from active systems when the account is deleted, subject to processing time and lawful retention. Images or text supplied in connection with an order, support case, safety report, product review or dispute may require separate assessment because they can form part of a transaction record, evidence, moderation decision or content that has already been published. We will consider the context, other people’s rights and any legal reason for retention. Removing a database record may not instantly remove every cached copy. Content in backups and temporary delivery caches follows controlled expiry or overwrite cycles. Public search engines and third-party sites are outside Potato Mart’s direct control, although we may take reasonable steps for content that we control.
8. Backups and recovery copies
Business-continuity and security backups protect Potato Mart and customers from accidental loss, corruption and cyber incidents. Backup copies are not ordinarily used as active customer profiles and may not support selective deletion without compromising the integrity of the backup. Information relating to a deleted account can therefore remain in a protected backup until that backup reaches the end of its scheduled retention cycle and is securely overwritten or destroyed. Access is restricted and backups are used only for authorised recovery, security and legal purposes. If a backup is restored, we use controls intended to prevent a deleted account from returning to ordinary use and to reapply completed deletion actions where reasonably practicable. This delayed backup expiry does not permit the information to be used for new marketing.
9. Security, fraud and misuse
We may preserve narrowly scoped information where reasonably necessary to investigate or prevent fraud, account takeover, payment abuse, threats, unlawful conduct or repeated breaches of service rules. For example, a restricted record may be needed to prevent a person from using deletion and re-registration to evade a confirmed fraud control or chargeback investigation. Such information is not kept merely to continue ordinary marketing after deletion. Access is limited, and the record is reviewed against the purpose for which it is held. We may also delay an action where deletion would compromise a security incident investigation or another person’s safety. These measures are applied proportionately and do not remove rights a customer may have to raise a privacy concern or challenge inaccurate information.
10. Effects of completed deletion
Once deletion is completed, the customer can no longer sign in to the deleted account. Saved preferences, lists, active profile details, referral access and other account-only features may no longer be recoverable. Vouchers, credits or benefits that are personal to the deleted account may be lost, subject to applicable law and any separate terms governing the benefit. Deletion does not cancel a valid obligation that arose before deletion or prevent Potato Mart from contacting the requester about completing the deletion, a retained transaction, a safety issue or a legal matter. A person who later creates a new account may receive a new customer number and will not necessarily regain previous history or benefits. We recommend keeping any invoices or records the customer reasonably needs before requesting deletion.
11. Privacy questions, disputes and corrections
A customer may contact Potato Mart if they believe a deletion request was not handled correctly, if the account information is inaccurate, or if they want to understand why a particular record was retained. We will review the concern and may ask for further verification before discussing account-specific information. Where appropriate, a concern can be escalated for privacy review. Nothing in this policy limits a right to complain to an appropriate regulator or seek another remedy available under law. A transaction, payment or product dispute may follow a separate process and can require relevant evidence to be retained until the matter is resolved. We aim to explain the applicable process without misleading the customer about deletion timing or promising removal that Potato Mart is legally required to defer.
12. Changes and relationship to other policies
Potato Mart may update this policy when systems, legal requirements or operational processes change. The independent last-updated date on this page identifies this policy’s current version. A change will apply prospectively and will not remove rights already available under applicable law. This policy should be read with the Potato Mart Privacy Policy, Terms and Conditions, Data Protection information and any terms that apply to a specific order or payment. If another notice sets a longer retention period for a defined legal purpose, that purpose-specific requirement may continue to apply. If any statement here conflicts with a mandatory legal obligation, the obligation prevails to the extent of the conflict. We will avoid describing a review-based process as instant deletion when linked records still need safe handling.
Contact and escalation
This page provides policy information only and does not submit a deletion request. Use Potato Mart’s published contact channel to ask how to lodge a verified request or to raise a concern. Include enough information for us to locate the account, but do not send a password or full payment-card details. We may provide a secure verification step. If the first response does not resolve a privacy concern, ask for the matter to be escalated for privacy review.