Data Deletion Instructions
1. Who this is for
This page explains how to ask Ma'ay to delete your account and your personal data. It applies to riders and account holders (mothers and guardians), to drivers, and to anyone who joined a waitlist. The data controller is Muscat Investment Center LLC (CR 1299785), which operates Ma'ay. The details of what we hold and why are in our Privacy Policy.
2. How to ask
Send your request in one of these two ways:
- By email: write to info@maay.om from the email address registered on your Ma'ay account, with the subject or text "Delete my account".
- By phone message: send the message "Delete my account" from the phone number registered on your account, to the Ma'ay number we gave you when you signed up.
If you joined only a waitlist (on our website or for a zone that is not open yet), write from the email address or phone number you gave there.
3. How we check it is you
Before we delete anything we confirm your identity. We send a one-time code to the phone number registered on the account, and we ask you to send it back to us. We never ask for your password or card details. If we cannot confirm who you are, we will not delete the account.
4. What we delete and what we keep
When your request is confirmed, we delete or anonymise your personal data: your profile, contact details, saved places, trusted contacts, chat messages, ratings you gave, and the notification inbox. For a driver this also covers her uploaded documents and vehicle photos. Data that cannot simply be removed is anonymised, so that it can no longer be linked to you.
Some records we must keep by law or for safety. We keep only these, for the periods in our Privacy Policy, and we restrict who can see them:
- Invoices, payments, payouts and the ledger: 10 years (tax records).
- Contracts and the audit log: 5 years.
- Safety and incident records (for example SOS alerts and trip events with their time and place): for the period set in the retention table of the Privacy Policy.
- Consent records (which consent you gave, its version and when): kept as proof that you agreed, linked only to your anonymised account.
- A driver account that Ma'ay blocked for safety or conduct reasons: a coded fingerprint of her civil ID number, and her vehicle plate number, so that the same person cannot open a new account to avoid the block. Everything else about her is deleted as described above.
Deleted data may remain in our encrypted backups for up to 30 days, until they expire, and is not used during that time.
5. When you will hear from us
We reply and complete your request within 45 days of receiving it. If we need more time or cannot delete something, we tell you what and why.
6. Children
Information about a child who rides with Ma'ay (name, school, grade and notes) is deleted at the request of the parent or legal guardian who holds the account, and the addresses on the child's trips are made approximate. The record of the trips themselves (what happened at pick-up and drop-off, with its time and place) is a safety record and is kept as described in section 4, even when a child's data is deleted. Write to us in the same way, and say which child's data you want deleted, or whether you want the whole account deleted.
7. Withdrawing your consent
You may withdraw any consent at any time, without deleting your account, by writing to info@maay.om. Withdrawal does not affect processing already done. If you withdraw something the service needs, we may not be able to continue the service.
8. Questions and complaints
Write to info@maay.om. You also have the right to complain to the Ministry of Transport, Communications and Information Technology (MTCIT).