1. Purpose
This policy explains how UrbanBook keeps, deletes, restricts, and closes account-related information. It applies to customer accounts, vendor accounts, business profiles, staff access, support records, transaction records, verification records, listings, reviews, messages, payment records, and related platform activity.
2. Retention Principles
UrbanBook keeps information only for as long as it has a valid reason to keep it. Valid reasons include providing services, maintaining account history, honoring bookings and orders, supporting vendors, resolving disputes, preventing fraud, protecting safety, meeting accounting and tax obligations, complying with law, and defending legal rights.
Retention periods may differ by record type. A payment record may need to be kept longer than a saved search. A verification record may need to be kept longer than a marketing preference. A dispute record may need to be kept while a claim, chargeback, investigation, or legal issue remains open.
3. Account Closure
Users may request account closure through official support channels or available account settings. UrbanBook may need to verify the requester before closing an account.
Account closure does not automatically cancel active bookings, orders, refunds, payouts, support cases, disputes, invoices, subscriptions, investigations, or legal obligations. UrbanBook may require those matters to be resolved before completing closure.
After closure, the user may lose access to order history, booking details, receipts, saved listings, vendor dashboards, staff tools, messages, and other account features.
4. Deletion Requests
Users may request deletion of personal information where allowed by law. UrbanBook will review the request and may delete, anonymize, restrict, or retain information depending on the circumstances.
UrbanBook may retain information where needed for:
- Completed or active orders, bookings, refunds, payouts, or settlements.
- Tax, accounting, invoicing, audit, or legal records.
- Fraud prevention, safety, security, or abuse prevention.
- Disputes, complaints, chargebacks, insurance, or legal claims.
- Vendor compliance, KYC, licensing, or regulatory obligations.
- Enforcement of UrbanBook policies or protection of other users.
5. Vendor and Business Records
Vendor accounts may include business, owner, staff, listing, tax, payout, verification, order, booking, review, dispute, and customer service records. UrbanBook may retain vendor records after a vendor stops using the platform where necessary for compliance, customer protection, settlement, dispute handling, or fraud prevention.
Closing a vendor account does not remove obligations related to past customers, refunds, complaints, payouts, damage claims, taxes, subscriptions, or outstanding fees.
6. Public and Shared Content
Some content may have been visible to others before deletion or closure, such as reviews, listing information, public replies, messages sent to a vendor, or support records shared with relevant parties. UrbanBook may remove, anonymize, or retain this content depending on its nature and legal obligations.
UrbanBook may keep records of removed content where needed for safety, moderation, disputes, fraud prevention, or legal reasons.
7. Backups and Archives
Deleted information may remain for a limited period in backups or archives before being overwritten or removed through normal retention processes. UrbanBook will not use backup copies for ordinary platform activity unless restoration is needed for security, compliance, disaster recovery, or legal reasons.
8. Suspended or Restricted Accounts
UrbanBook may keep information linked to suspended, restricted, or terminated accounts to prevent repeated abuse, protect users, comply with law, and enforce platform rules. Users may not require UrbanBook to erase records needed to protect the platform or other users.
9. Response Time
UrbanBook will respond to deletion and closure requests within a reasonable time, subject to verification, legal requirements, operational constraints, and the complexity of the request.
10. Contact
Requests about account closure, deletion, correction, or retention may be sent to UrbanBook support through official support channels.