Effective Date: July 14, 2026 | Last Reviewed: July 14, 2026
Pioneer House, Kenyatta Avenue, Nairobi, Kenya | support@ognimohub.com | +254 745 497444
This Account Deletion Policy (“Policy”) governs how Users, Agents, and Merchants may request closure of their Ognimohub account, the requirements that must be met before an account can be closed, what happens to funds, plans, and data on and after deletion, and the circumstances in which Ognimohub may suspend or delete an account on its own initiative. This Policy supplements, and should be read together with, the Ognimohub Terms of Service, Privacy Policy, and AML/KYC Policy, each of which is expressly incorporated by reference.
1. Introduction and Purpose
Ognimohub is committed to giving Users, Agents, and Merchants a clear, fair, and secure path to close their account whenever they choose to stop using the Platform. Because Ognimohub operates regulated financial services — including wallets, investment products, remittances, and merchant payments — account closure cannot be instantaneous in every case. This Policy sets out the steps, conditions, and timelines that apply, and explains the legal and regulatory reasons behind them.
This Policy applies to the Ognimohub User App, Agent App, and Merchant App, and to every account category described in the Terms of Service, including standard User accounts, Agent accounts, and Merchant accounts of any size.
2. Definitions
Account: a User, Agent, or Merchant profile registered on the Ognimohub Platform, including all associated wallets, investment plans, and transaction history.
Deletion: the permanent, irreversible termination of an Account and its ability to transact on the Platform, following completion of this Policy's requirements.
Deactivation: a temporary or indefinite suspension of an Account's ability to transact, which may precede Deletion or may be reversed.
Closure: used interchangeably with Deletion in this Policy.
Dormant Account: an Account with no User-initiated login or transaction activity for a continuous period of twelve (12) months or more.
Pre-Deletion Requirements: the conditions set out in Section 6 that must be satisfied before a Deletion request can be processed.
Regulatory Retention Period: the minimum period, typically five (5) to seven (7) years, for which certain records must be retained under applicable AML/KYC and financial services law, notwithstanding Account Deletion.
3. Scope and Applicability
3.1 User Accounts
Any individual who has registered a User Account may request deletion under this Policy, subject to Section 6.
3.2 Agent Accounts
Agents must additionally reconcile any outstanding float, commissions, or cash-in/cash-out liabilities with Ognimohub before an Agent Account can be closed. Agent Deletion requests are reviewed by Ognimohub's Agent Operations team in addition to standard processing.
3.3 Merchant Accounts
Merchants must resolve all outstanding settlements, Merchant Invoices, and active subscriptions or integrations (including API keys and plugin connections referenced in Section 7 of the Terms of Service) before a Merchant Account can be closed.
3.4 Joint or Business Accounts
Where an Account is held by a registered business or has multiple authorized signatories, a deletion request must be submitted by an authorized representative and may require supporting documentation (such as a board resolution or letter of authorization) before it will be actioned.
4. Types of Account Closure
Voluntary Closure: initiated by the User, Agent, or Merchant through the channels described in Section 5.
Involuntary Deactivation or Deletion: initiated by Ognimohub for breach of the Terms of Service, suspected fraud, AML/CFT concerns, or a legal or regulatory directive, as described in Section 10.
Dormancy-Based Deactivation: initiated by Ognimohub following an extended period of inactivity, as described in Section 11.
Regulatory-Mandated Closure: closure required by a court order, regulator, or law-enforcement directive, which Ognimohub must comply with regardless of the Account holder's wishes.
5. How to Request Deletion
Account holders may request deletion through any of the following channels:
In-app: Settings → Account → Delete Account, in the User, Agent, or Merchant App.
Email: support@ognimohub.com, from the email address registered to the Account.
WhatsApp or phone: +254 745 497444, following identity verification.
In writing, at our registered office: Pioneer House, Kenyatta Avenue, Nairobi, Kenya.
5.1 Identity Verification
For security, Ognimohub will verify the requester's identity before processing any deletion request, using the same verification standards applied under our AML/KYC Policy, which may include a One-Time Password (OTP), security questions, or a liveness check.
5.2 Acknowledgement and Reference Number
Upon submission of a valid request, Ognimohub will issue an acknowledgement and a reference number within two (2) business days. The Account will be flagged for review and, where reasonably possible, restricted from initiating new investment plans or remittances while the request is processed.
6. Pre-Deletion Requirements
Before a deletion request can be completed, the Account must be in a closeable state. The requirements below are assessed together; an Account will not be closed until every applicable item has been satisfied.
6.1 Wallet Balance
Any available wallet balance must be withdrawn or transferred out before closure. A zero or near-zero balance is required. Balances below the minimum withdrawal threshold set out in the Terms of Service may be forfeited to a designated unclaimed-funds account after the notice period described in Section 6.7.
6.2 Investment Plans (Stocks, Bonds, and ETFs)
All active Stocks, Bonds, and ETF plans must have reached maturity or completion in accordance with Section 4.13 of the Terms of Service, and any released funds must be withdrawn. Specifically: Stocks plans must have completed their return cycle (or, for Promotional Stocks, cleared the 48-hour post-completion review); Bonds must have reached maturity and cleared the 7–14 business day review; and ETFs must have reached maturity and cleared the 3 business day review. An Account with any plan still within its lock-in period cannot be deleted.
6.3 Pending Remittances
Any in-progress remittance must be completed or cancelled, and any funds held pending a remittance partner's confirmation must be resolved, before deletion can proceed.
6.4 Merchant Invoices and Settlements
Merchant Accounts must resolve all outstanding Merchant Invoices — by payment, cancellation, or write-off in accordance with Section 7.8 of the Terms of Service — and receive any pending settlement payouts before closure.
6.5 Disputes and Chargebacks
Any open dispute, chargeback investigation, or fraud review involving the Account must be resolved. Ognimohub may decline a deletion request until an active investigation concludes, to preserve the integrity of the evidence and the rights of any counterparty.
6.6 Linked Payment Instruments
Linked bank accounts, cards, and virtual cards associated with the Account must be unlinked or will be automatically deactivated upon closure. Users remain responsible for any transactions initiated on linked instruments prior to deletion.
6.7 Notice for Unresolved Items
⚠ Where a blocking item under this Section cannot reasonably be resolved (for example, a remittance partner delay outside Ognimohub's control), Ognimohub will notify the Account holder and hold the deletion request open for up to ninety (90) days while the item is resolved, after which the request will lapse and must be resubmitted.
7. Verification and Processing Timeline
7.1 Stage 1 – Verification (up to 2 business days)
Ognimohub verifies the requester's identity and confirms the Account is the one associated with the request.
7.2 Stage 2 – Eligibility Review (up to 5 business days)
Ognimohub reviews the Account against the Pre-Deletion Requirements in Section 6 and notifies the holder of any blocking item.
7.3 Stage 3 – Cooling-Off Period (7 business days)
Once eligibility is confirmed, a mandatory cooling-off period of seven (7) business days applies, during which the Account is deactivated (unable to transact) but the request can still be cancelled under Section 9.
7.4 Stage 4 – Final Closure (up to 2 business days)
At the end of the cooling-off period, if the request has not been cancelled, the Account is permanently deleted from Ognimohub's active systems, subject to the data retention obligations in Section 8.
Taken together, a straightforward deletion request is typically completed within fourteen (14) business days of submission, consistent with Ognimohub's standard service commitment. Requests involving unresolved items under Section 6 will take longer.
8. Data Retention After Deletion
8.1 Records We Must Keep
Deleting your Account removes it from active use, but Ognimohub is required by law to retain certain records even after closure. In line with our AML/KYC Policy, the following categories are retained for a minimum of five (5) to seven (7) years from the date of the transaction or Account closure, as applicable:
Identity and KYC documentation (name, ID number, verification records).
Transaction history, including investment, remittance, and merchant payment records.
Records relating to any dispute, chargeback, or suspicious activity report.
Communications with Ognimohub Customer Support relevant to compliance matters.
8.2 Records We Delete or Anonymize
Non-essential personal data — such as marketing preferences, in-app activity logs, device diagnostics, and optional profile information (photos, contacts) — will be deleted or anonymized from our active systems within ninety (90) days of final closure, in accordance with our Privacy Policy.
8.3 Access to Retained Records
Retained records are held in restricted, access-controlled archives and are used only for regulatory, audit, tax, and legal purposes. They are not used for marketing, product development, or any purpose unrelated to compliance.
9. Cancelling a Deletion Request
You may cancel a pending deletion request at any time during Stage 1 through Stage 3 (see Section 7) by contacting support@ognimohub.com or reversing the request in-app, where available. Once Stage 4 (Final Closure) has completed, the request cannot be reversed.
10. Reactivation Policy
Ognimohub does not reactivate a deleted Account. A former User, Agent, or Merchant who wishes to use Ognimohub again after deletion must register a new Account and complete full onboarding, including KYC verification, as if a first-time user. Agents and Merchants will be re-assessed against then-current onboarding criteria and are not guaranteed reinstatement of any prior status, tier, or commission structure.
11. Deactivation or Deletion Initiated by Ognimohub
11.1 Grounds for Involuntary Action
Ognimohub may suspend, deactivate, or delete an Account without a prior request from the holder where:
The Account is found to be in breach of the Terms of Service, including fraud, AML/KYC violations, or unauthorized use.
Ognimohub reasonably suspects the Account is being used for money laundering, terrorist financing, or other illicit activity.
Action is required to comply with a court order, regulatory directive, or law-enforcement request.
The Account has been Dormant for an extended period, as described in Section 12.
11.2 Notice
Where reasonably possible and not prohibited by law (for example, by a confidential regulatory or law-enforcement directive), Ognimohub will notify the Account holder before or promptly after taking such action, using the contact details on file.
11.3 Funds Held on Involuntary Closure
⚠ Where an Account is closed for cause under Section 11.1, any funds may be held pending investigation, and accrued promotional returns or bonuses may be forfeited, in accordance with Section 4.13 and Section 7 of the Terms of Service. This does not affect verified principal amounts, which remain the property of the Account holder subject to applicable legal process.
12. Dormant Account Policy
An Account with no User-initiated login or transaction activity for twelve (12) consecutive months is classified as Dormant. Ognimohub will attempt to notify the holder by email, SMS, and in-app notification at least thirty (30) days before reclassifying a Dormant Account as inactive. Funds in a Dormant Account remain the property of the holder and are not forfeited solely due to dormancy; however, a Dormant Account may be restricted from transacting until the holder re-verifies their identity.
13. Death of an Account Holder
Where Ognimohub is notified of the death of an Account holder, the Account will be frozen pending a claim by a verified next of kin, estate administrator, or legal representative. Claimants must provide a death certificate, proof of legal authority (such as a grant of letters of administration or equivalent), and their own identity verification. Ognimohub will release funds and close the Account in accordance with applicable succession law and its own verification procedures.
14. Appeals
If a deletion request is declined, or an Account is deactivated involuntarily and the holder disputes the basis for that action, the holder may submit a written appeal to support@ognimohub.com within thirty (30) days. Ognimohub will review the appeal and respond within fifteen (15) business days.
15. Limitation of Liability
Ognimohub is not liable for losses arising from a User, Agent, or Merchant's failure to withdraw funds, complete pending transactions, or otherwise satisfy the Pre-Deletion Requirements before requesting closure. Account holders are responsible for reviewing their Account status before submitting a deletion request.
16. Changes to This Policy
Ognimohub may update this Policy from time to time to reflect changes in our practices, products, or applicable law. Material changes will be communicated in-app or by email, and the “Last Reviewed” date at the top of this Policy will be updated accordingly.
17. Contact Us
Questions about this Policy or a deletion request can be directed to support@ognimohub.com, +254 745 497444, or Pioneer House, Kenyatta Avenue, Nairobi, Kenya.