Account Deletion

At TigritoPro, we take the privacy and security of your personal data very seriously. If you have decided to stop using our platform, this page provides all the necessary information on how to request your account deletion, what data will be permanently erased, and which records we must retain due to legal mandates.

How to request your account deletion

You can easily initiate the account deletion process through two methods:

From the mobile app:

  1. Log in to the TigritoPro app.
  2. Go to the Settings section.
  3. Select Account options.
  4. Press Delete account and confirm the action.
  • Note: To protect your identity, the system will prompt you to write your password before processing the request.

From the web version (if you have already uninstalled the app):

If you no longer have the mobile application installed on your device, you can manage your request directly from the web version of the app by following the same procedure as in the mobile application.

The Deletion Process: How does it work?

The process is executed in three automated phases to guarantee the security of your information and comply with financial regulations:

Phase 1: Validation and Grace Period (Days 1 to 30)

Upon receiving your request, our system will validate that the account does not have any active blocking conditions:

  • Active services: Ongoing contracts or pending payments to be released.
  • Open disputes: Claims currently in the resolution process.
  • Fund balance: A positive balance pending withdrawal in your wallet.

If your account has any of these pending issues, the process will be paused, and we will notify you of the exact reason. If your account is up to date:

  1. Your session will be immediately and irreversibly logged out across all devices.
  2. Your account will enter a “Pending Deletion” status for a 30-day grace period. During this time, your data remains intact in case you decide to withdraw the deletion request and reactivate your profile.

Phase 2: Permanent Deletion of Personal Identification Data (Day 30)

Once the mandatory 30 days have elapsed without you canceling the request, an automated process will permanently and irreversibly delete the following Personally Identifiable Information (PII):

  • Profile picture and image of your identity document.
  • Biometric selfie stored in our systems.
  • Phone number and email address.
  • Password hashes and active session tokens.
  • Geolocation data associated with the profile.

Phase 3: Anonymization of Usage Records

To prevent interface breakage within the platform (null pointers) and maintain proper functionality for other users, chat histories and service logs are not physically deleted. However, they will lose all connection to you: your full name and visible data will be dynamically replaced by a generic text string.

Mandatory Retention of Financial Records (Deletion Exceptions)

Due to legal, fiscal, and auditing compliance required within the Venezuelan financial context—under regulations by the Central Bank of Venezuela (BCV), the Superintendency of Banking Sector Institutions (SUDEBAN), and the transaction traceability required by our banking ally BNC (Banco Nacional de Crédito)—transaction records cannot be destroyed immediately.

Prior to the physical erasure of your profile, a secure migration of critical data will be performed into an internal audit table with restricted backend access. The data will be kept under strict anonymization according to the following chronological timeframes:

  • Minimum of 3 years: History of services provided/received, financial transactions, payment receipts, dispute files, and internal audit logs.
  • Up to 7 years: Internal payment logs, banking references, Pago MĂłvil (Mobile Payment) reconciliations, and any movement traceable within the national financial system.

Do you have any additional questions about how your data is handled? You can contact our Legal Compliance and Privacy team at [email protected].