Account Deletion

NELA Ride users can delete or request deletion of account data from inside the app or by contacting support outside the app.

In-App Deletion

Rider users can request account deletion in the Rider app from Settings, then Security, then Delete Account. Driver users can request account deletion in the Driver app from Account, then Delete Account. The app will explain the 30-day recovery period before you confirm.

Request Deletion Outside the App

You can also request deletion without using the app by emailing support@nelaride.org from the email address on your NELA Ride account. Please include whether you use the Rider app, Driver app, or both, and include the phone number associated with the account if available.

What May Be Deleted

After verification, we may delete or anonymize personal profile data such as name, email address, phone number, profile photo, saved places, app preferences, and other account profile information where deletion is legally and technically permitted.

What May Be Retained

We may retain some data when needed for safety, fraud prevention, tax or accounting records, legal obligations, insurance or compliance review, disputes, chargebacks, incident investigations, or enforcement of our terms. Retained records may include request history, payment records or payment metadata, safety reports, support records, driver documents, and vehicle-related records.

Processing Timeline

Accounts are generally deactivated immediately after an in-app deletion request. You may be able to restore the account for 30 days. After that period, we begin deletion or anonymization where allowed. Email requests are generally reviewed within 30 days after we verify the request, though legally required retention may continue for longer.

Questions

For questions about account deletion or data retention, contact support@nelaride.org or privacy@nelaride.org.