Data Deletion

This page explains how to ask us to delete your personal data, what happens when you do, and the limited records we are legally required to keep. It applies to the Faya by Xego service and to data linked to the chat platforms you use to reach us.

1. How to request deletion

Email privacy@myfayago.com with the subject “Data deletion request” and include:

• the phone number, email address, or chat handle linked to your Faya account; and
• any account reference if you have one.

We will verify that the request comes from the account holder before we act. If you cannot access the account, we may ask for enough detail to identify it safely.

You can also delete your account from within the service where that option is offered, and we treat that as a deletion request.

2. What we delete

Once a deletion request is processed, we delete or irreversibly anonymise:

• your profile and account details;
• your chat and message content;
• your wallet and payment preferences;
• optional marketing and contact data;
• session and security tokens tied to your account; and
• the channel links (WhatsApp, Instagram, Telegram, TikTok) that point to you.

3. What we must keep, and why

As a regulated payments service, we are required by the Money Laundering (Prevention and Prohibition) Act 2022, the Money Laundering (Prohibition) Act 2004 and CBN AML/CFT Regulations to keep certain records for the statutory period — a minimum of five (5) years and up to seven (7) years. When we erase an account, we keep only what the law requires, and we archive it in a form that is no longer used for normal operations:

• identity and KYC verification records;
• transaction, wallet and ledger records, and payment events;
• sanctions, PEP and adverse-media screening records; and
• security and audit records.

We may also keep records where they are under a legal hold for litigation, a dispute, an investigation, or a CBN/NFIU examination. Records under a legal hold are not deleted until the hold is lifted.

4. Timing

1. We acknowledge your request and verify your identity.
2. A cooling-off hold applies for 30 days. This short window lets you reverse the request and lets any pending transaction or refund finish, so we do not delete an account mid-payment. During the hold your account is restricted.
3. We process the erasure. We archive the records we must keep, then delete your account data. We confirm when it is done.

The statutory retention clock for the AML records we are required to keep runs from the end of your relationship with us, and those records are deleted when it expires.

5. If you connected Faya to a social or chat platform

If you reached Faya through a chat platform, you can also manage Faya’s access from that platform:

• Meta (Facebook / Instagram): remove the Faya app from Settings → Security and login → Apps and websites (or your Instagram connected apps).
• TikTok: remove Faya from your TikTok Settings → Security & permissions → Manage app permissions.
• Telegram: block or remove the Faya bot from your chat list.

Removing access stops future messages but does not by itself delete data we already hold. To delete that data, send the request in section 1.

6. Confirmation and questions

We confirm by email when a deletion is complete. If you believe we hold data about you that should be deleted, or you are not satisfied with our response, email privacy@myfayago.com — our Data Protection Officer will review it. You can also complain to the Nigeria Data Protection Commission (NDPC).

For how we handle personal data generally, see our Privacy Policy.