This Account Deletion Policy (“Policy”) governs how Users, Agents, and Merchants may request closure of their Ognimohub account, the requirements for closure, the treatment of funds, plans and data after deletion, and circumstances in which Ognimohub may suspend or delete an account. It supplements and should be read with the Ognimohub Terms of Service, Privacy Policy, and AML/KYC Policy, which are incorporated by reference.
1. Introduction and Purpose
Ognimohub provides Users, Agents, and Merchants with a clear and secure process for closing accounts. Because Ognimohub operates regulated financial services, including wallets, investments, remittances, and merchant payments, closure may not be immediate. This Policy sets the applicable steps, conditions, timelines, and regulatory requirements.
It applies to the Ognimohub User App, Agent App, Merchant App, and all account categories covered by the Terms of Service.
2. Definitions
Account: A User, Agent, or Merchant profile, including associated wallets, investment plans, and transaction history.
Deletion: Permanent and irreversible termination of an Account and its ability to transact after all requirements are met.
Deactivation: Temporary or indefinite suspension of an Account's ability to transact, which may precede deletion or be reversed.
Closure: Used interchangeably with Deletion.
Dormant Account: An Account with no User-initiated login or transaction activity for twelve (12) months or more.
Pre-Deletion Requirements: Conditions in Section 6 that must be satisfied before deletion.
Regulatory Retention Period: The minimum period, typically five (5) to seven (7) years, for retaining certain records under applicable AML/KYC and financial-services law.
3. Scope and Applicability
3.1 User Accounts
Any individual with a registered User Account may request deletion, subject to Section 6.
3.2 Agent Accounts
Agents must reconcile outstanding float, commissions, and cash-in/cash-out liabilities before closure. Agent deletion requests are also reviewed by Agent Operations.
3.3 Merchant Accounts
Merchants must resolve outstanding settlements, Merchant Invoices, active subscriptions, and integrations, including API keys and plugin connections referenced in Section 7 of the Terms of Service.
3.4 Joint or Business Accounts
For business accounts or accounts with multiple authorized signatories, an authorized representative must submit the request. Supporting documents, such as a board resolution or letter of authorization, may be required.
4. Types of Account Closure
Voluntary Closure: Initiated by the User, Agent, or Merchant through Section 5 channels.
Involuntary Deactivation or Deletion: Initiated by Ognimohub for Terms of Service breaches, suspected fraud, AML/CFT concerns, or legal/regulatory requirements.
Dormancy-Based Deactivation: Initiated after extended inactivity under Section 12.
Regulatory-Mandated Closure: Required by a court, regulator, or law-enforcement authority.
5. How to Request Deletion
Requests may be made through:
In-app: Settings → Account → Delete Account, in the User, Agent, or Merchant App.
Email: support@ognimohub.com, from the registered email address.
WhatsApp or phone: +254 745 497444, subject to identity verification.
In writing: Pioneer House, Kenyatta Avenue, Nairobi, Kenya.
5.1 Identity Verification
Ognimohub verifies the requester's identity using AML/KYC standards, which may include an OTP, security questions, or liveness check.
5.2 Acknowledgement and Reference Number
A valid request will receive an acknowledgement and reference number within two (2) business days. Where reasonably possible, the Account will be restricted from initiating new investment plans or remittances while under review.
6. Pre-Deletion Requirements
The Account must be in a closeable state. Every applicable requirement below must be satisfied before deletion.
6.1 Wallet Balance
Available wallet funds must be withdrawn or transferred out, leaving a zero or near-zero balance. Amounts below the minimum withdrawal threshold may, after the notice period in Section 6.7, be transferred to a designated unclaimed-funds account.
6.2 Investment Plans (Stocks, Bonds, and ETFs)
All active Stocks, Bonds, and ETF plans must mature or complete under Section 4.13 of the Terms of Service, and released funds must be withdrawn. Stocks must complete their return cycle or, for Promotional Stocks, the 48-hour post-completion review. Bonds must mature and clear the 7–14 business day review. ETFs must mature and clear the 3 business day review. Accounts with plans still within a lock-in period cannot be deleted.
6.3 Pending Remittances
In-progress remittances must be completed or cancelled, and funds awaiting remittance-partner confirmation must be resolved.
6.4 Merchant Invoices and Settlements
Merchant Accounts must resolve outstanding Merchant Invoices by payment, cancellation, or permitted write-off under Section 7.8 of the Terms of Service and receive pending settlement payouts.
6.5 Disputes and Chargebacks
Open disputes, chargeback investigations, or fraud reviews must be resolved. Ognimohub may delay or decline deletion until an investigation concludes to preserve evidence and protect counterparties' rights.
6.6 Linked Payment Instruments
Linked bank accounts, cards, and virtual cards must be unlinked or will be automatically deactivated upon closure. Account holders remain responsible for transactions initiated on linked instruments before deletion.
6.7 Unresolved Items
Where a blocking item cannot reasonably be resolved, such as a remittance-partner delay outside Ognimohub's control, Ognimohub will notify the holder and keep the request open for up to ninety (90) days. If unresolved after that period, the request lapses 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 associated with the request.
7.2 Stage 2 – Eligibility Review (up to 5 business days)
Ognimohub checks the Account against Section 6 and notifies the holder of any blocking item.
7.3 Stage 3 – Cooling-Off Period (7 business days)
After eligibility is confirmed, a mandatory seven (7) business-day cooling-off period applies. The Account is deactivated and cannot transact, but the request may still be cancelled under Section 9.
7.4 Stage 4 – Final Closure (up to 2 business days)
If the request is not cancelled, the Account is permanently deleted from Ognimohub's active systems, subject to Section 8 retention requirements.
A straightforward request is typically completed within fourteen (14) business days. Requests involving unresolved items may take longer.
8. Data Retention After Deletion
8.1 Records We Must Keep
Deletion removes the Account from active use, but applicable law requires certain records to be retained for at least five (5) to seven (7) years, as applicable, including:
Identity and KYC documentation, including name, ID number, and verification records.
Transaction history, including investment, remittance, and merchant payment records.
Records of disputes, chargebacks, or suspicious activity reports.
Customer Support communications relevant to compliance.
8.2 Records We Delete or Anonymize
Non-essential personal data, including marketing preferences, in-app activity logs, device diagnostics, and optional profile information such as photos and contacts, will be deleted or anonymized from active systems within ninety (90) days of final closure, in accordance with the Privacy Policy.
8.3 Access to Retained Records
Retained records are kept in restricted, access-controlled archives and used only for regulatory, audit, tax, and legal purposes. They are not used for marketing, product development, or unrelated purposes.
9. Cancelling a Deletion Request
A pending deletion request may be cancelled at any time during Stages 1–3 by contacting support@ognimohub.com or reversing the request in-app where available. Once Stage 4 is complete, deletion cannot be reversed.
10. Reactivation Policy
Ognimohub does not reactivate deleted Accounts. A former User, Agent, or Merchant must register a new Account and complete full onboarding, including KYC verification. Agents and Merchants will be assessed against then-current onboarding criteria and are not guaranteed their 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 the holder's request where:
The Account breaches the Terms of Service, including fraud, AML/KYC violations, or unauthorized use.
Ognimohub reasonably suspects money laundering, terrorist financing, or other illicit activity.
Required by a court order, regulatory directive, or law-enforcement request.
The Account has been Dormant as described in Section 12.
11.2 Notice
Where reasonably possible and not prohibited by law, Ognimohub will notify the holder before or promptly after taking action using the contact details on file.
11.3 Funds Held on Involuntary Closure
Where an Account is closed for cause, funds may be held pending investigation, and accrued promotional returns or bonuses may be forfeited in accordance with the Terms of Service. Verified principal amounts 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 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 holder's property and are not forfeited solely because of dormancy. However, the Account may be restricted from transacting until the holder re-verifies their identity.
13. Death of an Account Holder
When Ognimohub is notified of an Account holder's death, 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, and their own identity verification. Funds will be released and the Account closed in accordance with applicable succession law and Ognimohub's procedures.
14. Appeals
If a deletion request is declined or an Account is deactivated involuntarily and the holder disputes the action, a written appeal may be submitted 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 satisfy Pre-Deletion Requirements before requesting closure. Account holders are responsible for reviewing their Account status before submitting a request.
16. Changes to This Policy
Ognimohub may update this Policy to reflect changes in practices, products, or applicable law. Material changes will be communicated in-app or by email, and the “Last Reviewed” date will be updated.
17. Contact Us
Questions about this Policy or a deletion request may be directed to support@ognimohub.com, +254 745 497444, or Pioneer House, Kenyatta Avenue, Nairobi, Kenya.
