Delete your City2City account
Ask us to close your City2City account and delete the personal data held with it. You do not need the app installed, you do not need to log in, and there is no charge.
Last updated 3 September 2026. If you have any questions about this policy, contact us at info@city2city.co.uk.
Delete your account now
If you are signed in, you can close your account here yourself, straight away. It is the same as deleting it in the City2City app.
Checking whether you are signed in…
Which account
Your City2City customer account or driver account — the same login you use on the website and in the City2City app.
What happens
The account is closed and the personal data held with it is deleted. Some booking and payment records have to be kept by law.
How long it takes
If you delete it while signed in, it is closed straight away. A request sent with the form below is actioned within 30 days of us receiving it, and we email you when it is done.
Last updated 3 September 2026.
Cannot sign in? If you signed up with Google or Apple, or you have forgotten your password, send us this request instead and we will close the account for you.
Ask us to delete your account
Fill this in and we will do the rest. We may email you back to check the request came from you before we delete anything — that is to stop someone else closing your account.
Which account this deletes
The same login works on the City2City website and in the City2City app, so deleting the account removes it from both. There are two kinds of account:
- Customer account — the account you book jobs with.
- Driver account — the account a driver takes jobs and gets paid with.
If you hold both, tell us which one you want closed. Removing the app from your phone does not delete your account. To delete it, use Delete Account in the app’s settings, sign in and delete it at the top of this page, or send us the request form.
What gets deleted
Unless it falls into the list further down, everything personal we hold about you goes:
- Your name, email address, phone number and password.
- Saved collection and delivery addresses, floor and lift notes, and extra stops.
- Item lists and job details saved against your account, including anything still in a booking you never finished.
- Your profile photo.
- Device tokens used to send you push notifications, so the notifications stop.
- Live chat conversations linked to your account, and messages between you and drivers.
- Marketing preferences, and your email address is taken off any mailing list.
If you hold a driver account, we also delete:
- Your driving licence details and the copy you uploaded.
- Your vehicle registration document (V5) and vehicle details.
- Your Goods In Transit, Hire & Reward and Public Liability insurance certificates.
- Your live location history from past jobs.
- The link between your account and your Stripe payout account. Stripe holds its own records — see below.
What we have to keep, for how long, and why
We cannot delete everything. A business has to keep some records to meet UK tax and legal duties, and once a job has been paid for it becomes part of the accounts. This is what stays behind:
| What we keep | How long | Why |
|---|---|---|
| Booking records for jobs that were completed or cancelled — date, collection and delivery address, van size, price and invoice number | 6 years from the end of the tax year the job falls in | UK tax and accounting law. HMRC can ask a business to produce its records going back that far. |
| Payment and refund records | Held by Stripe under Stripe's own retention rules, and by us as part of the booking record above | Proving what was paid, handling refunds and chargebacks, and fraud checks. |
| Driver earnings and payout records | 6 years from the end of the tax year | Tax, driver payment records and platform accounting. |
| Anything connected to an open complaint, insurance claim or legal claim | Until the matter is finished, then the periods above apply | So the claim can be answered or settled properly. |
| Reviews and ratings you left about a driver | Kept, with your name removed | Other customers rely on a driver's full rating history when they compare. |
| A short record that the account was deleted and the email address it was linked to | Kept unless you ask us to remove it | So the account is not recreated by mistake, and so we can show the request was actioned. |
| Counts and statistics that cannot identify you — number of jobs, areas covered, van sizes used | Kept | Reporting and planning. There is nothing personal left in this data. |
Card payments are taken by Stripe, not by City2City. We never hold your full card number. Stripe keeps its own payment records under its own retention rules and its own legal duties, and deleting your City2City account does not remove those.
What happens after you ask
- We acknowledge the request by email.
- We may ask you to confirm from the email address on the account, so nobody else can close it.
- If you have a job booked that has not happened yet, we tell you first. It needs to be completed or cancelled before the account can be closed.
- Drivers with money still to be paid out are paid first, then the account is closed.
- The account is closed, the data listed above is deleted, and we email you to confirm.
Requests are actioned within 30 days of us receiving them. Most are done sooner. If something is going to take longer we will tell you why.
You do not have to delete the whole account to fix something. If you only want a correction, or a copy of your data, or your address removed, email info@city2city.co.uk and say what you need. Your rights are set out in the privacy policy.
Contact
City2City Logistics Ltd, registered in England and Wales (company number 15462566). Registered office: 16J Blenheim Crescent, London W11 1NW.
Email info@city2city.co.uk. Phone +44 333 335 6525.