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TULA-HAU Data Deletion Instructions

Last updated: October 21, 2026

1. Overview

TULA-HAU respects your privacy and provides a way for users to request deletion of their accounts and associated personal data.

TULA-HAU is operated by TULA HA'U TRANSPORTE, UNIPESSOAL, LDA., a company registered in Timor-Leste.

These instructions apply to accounts used with the TULA-HAU Passenger, Driver, and Merchant applications, including accounts registered using a phone number, username, Google sign-in, or Facebook sign-in.

You may request account deletion even if you can no longer sign in to your account.

2. How to Request Account and Data Deletion

To request deletion, follow these steps:

  1. Send an email to tulahau25@gmail.com.
  2. Use the subject line Data Deletion Request.
  3. Include the name associated with your account.
  4. Identify the account using the registered phone number, email address, or username.
  5. Specify which application you use: Passenger, Driver, or Merchant.
  6. State that you want your account and associated personal data deleted.

If possible, send your request from the email address associated with your account.

If you cannot access that email address, explain this in your request. We may ask you to verify account ownership using another reasonable and secure method.

Do not send your account password, one-time login codes, or other authentication secrets by email.

3. What Happens After You Submit a Request?

After receiving your request, TULA-HAU will:

  1. Review the request and identify the relevant account.
  2. Verify your identity or account ownership where reasonably necessary.
  3. Confirm the scope of the deletion request if clarification is required.
  4. Delete the account and associated personal data that can lawfully be deleted.
  5. Retain only information that must or may lawfully be retained for legitimate purposes.
  6. Send a confirmation when the deletion process is completed, subject to the contact details available and applicable law.

Our target is to complete a verified deletion request within 30 calendar days.

If additional time is reasonably necessary because of complexity, legal requirements, or other exceptional circumstances, we will provide an update where practicable and explain the delay.

The 30-day target is a service commitment and does not override any shorter or different deadline imposed by applicable law.

4. What Data Will Be Deleted?

Subject to technical feasibility and applicable law, deletion may include:

  • Your account profile and username.
  • Associated contact details, including phone number and email address.
  • Authentication links associated with Google or Facebook sign-in.
  • Personal profile information that is no longer required.
  • Push notification tokens associated with the account.
  • Other personal data linked to the account that is no longer necessary to retain.

Where technically and legally appropriate, we will also remove or de-identify personal information from systems used to operate the service.

Deleting your TULA-HAU account does not automatically delete information that you previously shared with other users or information independently retained by third-party providers under their own policies.

5. Information That May Need to Be Retained

Some information may need to be retained after account deletion where permitted or required by applicable law.

This may include:

  • Transaction, fare, order, and payment records required for accounting or legal compliance.
  • Records needed to resolve outstanding payments, refunds, or disputes.
  • Safety reports, fraud-prevention records, and information necessary to investigate serious incidents.
  • Records necessary to establish, exercise, or defend legal claims.
  • Information subject to a lawful retention requirement or order.

We will retain such information only for the applicable purpose and period, restrict access where appropriate, and delete or anonymize it when it is no longer necessary and no lawful retention requirement applies.

Where certain data cannot be deleted, we will explain the relevant limitation upon request, subject to applicable law.

6. What Happens to Your Account?

Once deletion has been completed, you may no longer be able to:

  • Sign in to the deleted account.
  • View previous trips or orders through that account.
  • Access account-specific profile information.
  • Use features linked to the deleted account.

If you wish to use TULA-HAU again, you may need to create a new account and complete any required verification.

Deleting your account does not automatically cancel any separate legal or payment obligations that remain valid under applicable law.

7. If You Signed In with Facebook

You may also remove TULA-HAU's connection from your Facebook account.

To do so, open your Facebook settings and look for the section for Apps and Websites or connected apps. Select TULA-HAU, if listed, and choose the option to remove its access.

Facebook may change its menus over time, so consult Facebook's current Help Center if you cannot find these settings.

Removing the Facebook connection prevents or limits future access through that connection, as applicable. It does not, by itself, delete personal data that TULA-HAU already holds.

To request deletion of data held by TULA-HAU, you must also follow the deletion instructions in Section 2.

8. If You Signed In with Google

You may also review and remove TULA-HAU's access through your Google Account settings under the section for third-party connections or apps with access to your account.

Google may change its settings and menu labels over time.

Removing a Google connection does not, by itself, delete personal data that TULA-HAU already holds.

To request deletion of data held by TULA-HAU, follow the instructions in Section 2.

9. Data Stored on Your Device

Certain information, such as saved places and recent searches, may be stored locally on your phone rather than on TULA-HAU's servers.

You may remove local information by clearing the app's local data or uninstalling the application, depending on your device and the way the information is stored.

Removing local data or uninstalling the application does not necessarily delete your server-side account or other information already submitted to TULA-HAU.

To delete your account and associated server-side data, submit a deletion request as described above.

10. Requests We Cannot Fully Complete

In some cases, we may be unable to delete particular records immediately or completely because of legal obligations, ongoing disputes, security investigations, or other lawful retention requirements.

Where applicable, we will restrict the use of retained data to the relevant purpose and delete it when the retention requirement ends.

If a request cannot be fully completed, we will explain the reason to the extent permitted by law.

11. Contact Information

For account deletion, personal data deletion, or questions about this process, contact:

TULA HA'U TRANSPORTE, UNIPESSOAL, LDA.

Registered office: 30 de Agosto, Comoro, Dom Aleixo, Díli, Timor-Leste.

Email: tulahau25@gmail.com

Subject: Data Deletion Request

Website: https://tulahau.com/

Privacy Policy: https://tulahau.com/privacy-policy/

Terms of Service: https://tulahau.com/terms-of-service/