Legal

Account Creation & Deletion Policy

Effective Date: 18 June 2025 | Last Updated: 18 June 2025

This policy describes how you can create a Pouch Pay account, how to request deletion of your account and associated data, and what information we retain after deletion in accordance with our legal obligations.

1. Creating an Account

To use Pouch Pay you must create an account by providing:

A valid mobile phone number (used as your primary identifier).
Your full legal name and date of birth.
A government-issued ID document for KYC (Know Your Customer) verification, as required under Solomon Islands financial regulations.
A secure PIN or biometric method to protect your wallet.

By creating an account you agree to our Privacy Policy and Terms of Service. Accounts are available to individuals aged 18 and above who are residents of Solomon Islands or authorised territories.

2. How to Request Account Deletion

You may request deletion of your Pouch Pay account at any time through any of the following methods:

Option A — In-App (fastest) Open Pouch Pay → Settings → Account → Delete My Account. Follow the on-screen confirmation steps.

Option B — Email request Send an email to support@pacificpaytech.com from the address linked to your account with the subject line "Account Deletion Request". Include your registered phone number so we can verify your identity.

Option C — Web form Submit a request via the Contact section on our website at pouchpay.com.sb.

Before you delete: Ensure your wallet balance is zero (withdraw or transfer any remaining funds). Pending transactions must be settled first. Deletion cannot be reversed once confirmed.

3. Processing Time

We will acknowledge your deletion request within 2 business days. Once identity verification is complete, account deletion is processed within 30 days. You will receive a confirmation notification when deletion is complete.

4. What Is Deleted

Upon confirmed deletion we will erase or anonymise the following:

Your profile information (name, email, phone number, date of birth).
Stored biometric data and device tokens.
In-app messages and support-chat history (beyond the retention period).
Marketing preferences and notification settings.

5. What We Retain After Deletion

Certain data must be retained to comply with Solomon Islands financial laws, tax regulations, and AML obligations:

Transaction records — retained for 7 years from the transaction date, as required by financial-record-keeping regulations.
KYC documents — retained for 7 years after account closure to satisfy anti-money laundering requirements.
Legal-hold data — if your account is subject to an ongoing investigation or legal proceeding, relevant data is retained until the matter is resolved.
Aggregated analytics — de-identified, non-personal usage statistics that cannot be linked back to you.

Retained data is stored securely, accessible only to authorised personnel, and used solely for legal-compliance purposes. It will be permanently deleted once the applicable retention period expires.

6. Account Suspension vs. Deletion

Pacific PayTech reserves the right to suspend an account (without deletion) if:

We detect fraudulent or suspicious activity.
A regulatory authority requests a temporary freeze.
The account has an outstanding negative balance or dispute.

Suspension is not the same as deletion. If your account is suspended, contact support@pacificpaytech.com to understand the reason and next steps.

7. Re-registration After Deletion

After deletion is complete you may re-register with the same phone number. A full KYC verification will be required as if you were a new user. Deleted transaction history will not be restored.

8. Contact Us

For questions about this policy or to submit a deletion request:

Pacific PayTech
Honiara, Solomon Islands
Email: support@pacificpaytech.com
Phone: +677 000 000