Last updated: 7 May 2026

Data Retention Policy

What we keep, how long we keep it, and your rights to have it removed.

1. Personal Account Data

•Name, email address, and phone number are held for the duration of your account and deleted immediately upon a verified deletion request.
•On deletion, personal identifiers are anonymised — your account record is replaced with a non-reversible token. We do not retain your name, email, or phone number after this point.
•Profile photos and uploaded assets are removed from active storage immediately on deletion. Copies in backup snapshots are purged within 30 days as those snapshots rotate out.

2. Financial & Transaction Records

Financial and transaction records — including ticket purchases, payment confirmations, refunds, and mobile money references — are retained for a minimum of 7 years to comply with Tanzanian financial regulations and tax obligations.

•These records are retained even after account deletion. The records are detached from your personal identity once your account is anonymised.
•Transaction amounts, network references, and ticket IDs are kept for audit and dispute resolution.
•We do not store full mobile money credentials or PIN details at any point.

3. Ticket & Event Attendance Records

•Ticket records linked to your account are retained while your account is active.
•On account deletion, ticket records are anonymised alongside your personal data. The underlying transaction record (for financial compliance) is retained as described in section 2.
•QR-code scan logs used for entry verification are purged within 90 days of the event date.

4. Loyalty Programme Data

•Loyalty points, tier history, and redemption records are retained while your account is active.
•Points and tier status are forfeited on account deletion and cannot be recovered.
•Anonymised aggregate programme statistics may be retained for business analysis after your account is deleted.

5. Device & Session Data

•Session tokens are invalidated immediately on sign-out or account deletion.
•Server-side access logs (IP address, device type, request timestamps) are retained for up to 90 days for security and fraud investigation, then deleted.
•Analytics data collected under your consent is removed when you withdraw consent or delete your account. Aggregated, non-identifiable analytics may be retained.

6. Support Case Records

•Support case records (including message content and your case reference) are retained for 2 years from the date the case is closed.
•If you delete your account, support cases are unlinked from your profile and your personal details within the case record are anonymised.

7. Database Backups

Our database is backed up daily. Backup snapshots are retained for 30 days then permanently deleted. Personal data removed from the live database will therefore persist in backups for up to 30 days before it is fully purged across all systems.

8. Your Rights

•Access: Request a copy of personal data we hold about you via Profile → Export My Data.
•Deletion: Request account deletion via Profile → Delete Account. Personal data is anonymised immediately; financial records are retained as described above.
•Correction: Update your name, email, or phone number at any time in your profile settings.
•Objection: Withdraw analytics consent at any time via the cookie preferences panel.

9. Contact

For questions about this policy or to exercise your rights, contact us at privacy@soulful.co.tz or submit a request via our support page.