Account Management & Deletion Policy

You register for Dona using your mobile phone number and a one-time code (OTP) that we send to that number. Completing registration confirms that you accept our Terms & Conditions and acknowledge our Privacy Policy.

When you create and use an account you agree to:

• Provide accurate, current and complete information, and keep it up to date (see Keeping your details up to date below).
• Use a phone number that belongs to you and that you are entitled to use.
• Meet the minimum age required by applicable law. Dona is not intended for anyone below that age, and we may close accounts we reasonably believe belong to under-age users.

Providing false, misleading or someone else's information, or registering on behalf of a person who is not entitled to use the service, may lead to restriction or closure of the account.

Each person should hold one Dona account. You may not create multiple accounts to evade restrictions, abuse promotions, coins or reward vouchers, manipulate reviews or ratings, or otherwise circumvent our policies.

Your account is personal to you. You are responsible for everything that happens under your account, and you should not share it with, sell it to, or transfer it to another person. If you operate as a Seller through a registered business, the account and its obligations remain tied to the person and/or entity that registered it, as further described in the Seller Agreement.

A single Dona account can act as both a Buyer and a Seller. You can browse, watch live streams and buy as a Buyer, and — after completing any additional Seller onboarding, verification and acceptance of the Seller Agreement — list products, broadcast live and sell as a Seller.

Some features, verification steps and obligations apply only to the Seller role (for example, business or tax information, payout details, and product-related responsibilities). Restrictions or actions affecting one role may, where necessary and proportionate, affect the whole account — for example, a legal or safety issue arising from Seller activity may lead us to restrict the account as a whole.

Access to your account is protected by your phone number and the one-time codes sent to it. Keeping your account secure is a shared responsibility, and you play the most important part.

You agree to:

• Keep your phone and SIM/number secure and under your control, and protect your device with a screen lock or similar.
• Never share your OTP with anyone. Dona staff will never ask you for your one-time code, your card PIN, or your full card number. Treat any such request as an attempt at fraud.
• Not let others use your account, and log out on shared or public devices.

If your account is compromised

If you lose your phone or number, or you believe someone has gained access to your account, contact us as soon as possible at hello@dona.uz with the subject line "Account security". We may take protective measures such as temporarily restricting the account, requiring re-verification, or signing devices out. You should also secure your phone number with your mobile operator. Note that full card details are handled by our licensed payment providers and are not stored by Dona (see the Payments & Refunds Policy).

You can view and update your account details in the app, including your name, delivery addresses, saved preferences and, for Sellers, your store and payout information. Please keep this information accurate and current so that orders, deliveries, payments and communications reach the right place.

Changing your registered phone number, or linking a new number, may require verification by OTP to confirm that the number is yours. Some information — for example certain Seller business, tax or identity details — may need additional verification before a change takes effect. How we handle the personal data in your account is described in our Privacy Policy.

We want Dona to be safe and trustworthy for Buyers and Sellers alike. We may restrict, suspend, limit features of, or close an account — with or without prior notice depending on the circumstances — where we reasonably consider it necessary, including if we believe that:

• You have breached our Terms & Conditions, Acceptable Use Policy, Community Guidelines, Safety & Harmful Content Policy, Intellectual Property & Infringement Policy, Prohibited & Restricted Items Policy or Seller Agreement.
• Your account or activity involves fraud, abuse of coins, reward vouchers or promotions, chargeback abuse, or manipulation of reviews, ratings or live features.
• There is a legal, regulatory, safety or security reason to do so, including to comply with a lawful request from a competent authority.
• The information you provided is false, or verification cannot be completed.

Effect of a restriction

Depending on the reason, a restriction may limit specific features (such as selling, going live, posting content, or using the wallet), or suspend the whole account. For Sellers, this may include pausing listings and live streams and, where lawful and appropriate, temporarily withholding payouts pending review or to cover refunds, chargebacks or claims, as described in the Seller Agreement and Payments & Refunds Policy.

Where reasonably possible and permitted by law, we will tell you the general reason and how you can respond or appeal. You can contact us at hello@dona.uz to raise a concern about any action taken on your account. Restrictions or closure do not remove obligations that already arose (for example, delivering paid orders, honouring consumer rights, or settling amounts owed).

You can ask us to delete your Dona account at any time.

• In the app: open Settings → Account & security → Delete account.
• Or email support@dona.uz with the subject line "Delete my account", from the phone number or account you wish to close.

Providing this in-app route means Dona meets the account-deletion requirement of the Apple App Store and Google Play. Deletion is permanent and, once completed, generally cannot be undone.

Verifying it is you

Because deletion is permanent, we confirm the request comes from the account holder: you verify control of your registered phone number with a one-time code (OTP) before we act. If you cannot receive the code, contact support@dona.uz and we will help you verify another way. This protects your account from being closed by someone else.

If you are a Seller

If you operate a Seller account (shop), you must close the shop first, and only then delete your personal account. Closing a shop requires that all orders are completed, any returns are resolved, your products are deactivated, your payout balance is zero with no pending withdrawal, and no support tickets are open. If you are a team member of a shop (Seller staff), you must first leave that shop's team. The app shows you a live checklist and guides you through each step.

Closing your account disables sign-in and removes or anonymises the personal parts of your profile, while keeping the records we are legally required to retain.

Removed or released

• Your profile photo is removed.
• Your linked sign-in methods (such as Google) and your push-notification tokens are removed, so the account can no longer be used to sign in.
• Your phone number and email are released — we detach them from the closed account so that you (or anyone) can register a new account with them again in the future.

Kept for the period required by law

• Your name and delivery addresses, and your order, payment and delivery history, are retained as part of the transaction records we must keep (see Records we must keep below) — so that past orders can be serviced and our legal, tax and dispute-resolution obligations met.
• Your username stays reserved and cannot be reused by you or anyone else.
• Reviews and other content you posted may be retained or anonymised as described below.

After the legally-required retention period, the retained records are securely deleted or anonymised so that they no longer identify you. Content you shared publicly or with others may have been seen, copied or re-shared outside our control, and copies may remain in backups for a limited period until they cycle out. How we handle personal data generally is set out in our Privacy Policy.

We aim to action verified deletion requests promptly. Once verification is complete, we begin the deletion process and complete it within a reasonable period, allowing for the time needed to remove data from active systems and to cycle it out of routine backups.

Some data that we are required to retain (see Records we must keep below) is not deleted immediately; it is kept only for as long as the law requires and is then deleted or anonymised.

Even after you close your account, we may need to retain certain records to comply with our legal, tax, accounting, regulatory and dispute-resolution obligations, and to prevent and investigate fraud and abuse. This can include, for example, transaction and order records, invoices and payment records, and information needed to defend or resolve claims.

We keep such records only for the period required or permitted by the applicable law of the Republic of Uzbekistan and other applicable law, and only to the extent necessary. After that period, the records are securely deleted or anonymised so that they no longer identify you. Retention is described further in our Privacy Policy.

You do not have to close your whole account to manage your information. Within the app you can, for example, remove saved addresses, clear your cart or wishlist, delete individual reviews or messages where the feature allows, and update or correct your details.

You also have rights over your personal data — including to access, correct, and, in defined cases, request deletion of specific data — as described in our Privacy Policy. To exercise these rights, use the in-app tools or contact hello@dona.uz.

Before we can complete a deletion, any open matters on your account should be resolved, because closing the account may make some functions unavailable.

• As a Buyer: it is best to wait until in-progress orders are delivered and any return, refund or dispute windows have closed, so you can track deliveries and exercise your consumer rights. Deleting your account does not cancel your rights or obligations in respect of orders already placed.
• As a Seller: you should fulfil or resolve open orders, handle pending returns, refunds and disputes, and settle any outstanding balances. Any remaining payout balance will be handled in accordance with the Seller Agreement and Payments & Refunds Policy, subject to any amounts we are entitled to withhold for refunds, chargebacks, claims or legal reasons.
• Wallet, coins and reward vouchers: coins and reward vouchers have no cash value, are non-transferable and are non-redeemable for cash except where the law requires; on closure, any such balances are forfeited except to the extent the law provides otherwise.

We may decline to complete a deletion request until such matters are resolved, or complete it while retaining the limited records described above.

How we collect, use, store and protect your personal data — including where our cloud infrastructure may be located outside Uzbekistan (for example in the EU) and how such international transfers are safeguarded, and the roles of our licensed payment providers who handle card data separately — is set out in full in our Privacy Policy and Cookie Policy. Those documents also explain your rights over your data and how to exercise them. This policy should be read together with them.

This policy is provided for transparency and does not limit your rights under the laws of the Republic of Uzbekistan, including the Law "On Protection of Consumers' Rights", the Law "On Personal Data", the Law "On Electronic Commerce" and the Law "On Payments and Payment Systems". Mandatory consumer-protection and personal-data rights cannot be waived and prevail for users in Uzbekistan.

While our Terms & Conditions may specify Singapore governing law and courts for the contractual relationship with GreenApps, this does not deprive you of the protection of the mandatory provisions of Uzbek law. If you cannot resolve a concern with us, you may also be able to turn to the competent consumer-protection authority or the courts of the Republic of Uzbekistan.

We may update this Account Management & Deletion Policy from time to time, for example to reflect changes to the service, our practices, or the law. When we make material changes, we will update the date shown above and, where appropriate, notify you through the app, by message, or by other reasonable means. Your continued use of Dona after an update means you accept the revised policy, so far as permitted by law. The version in force is the one published at the date shown above.

For any question, request or complaint about your account, security, deletion, or your data, contact us at hello@dona.uz with a clear subject line describing your request. You can also write to us by post at GreenApps Private Limited, 20 Collyer Quay #09-01, Singapore 049319.

We aim to acknowledge and respond to account and data requests within a reasonable time, and in any event within the periods required by applicable law.