Delete my data

EyaTickets places great importance on the privacy and security of the personal information of its website users. This data deletion policy describes the procedures and guidelines for deleting data collected and processed through our website. This policy applies to all data managed by EyaTickets through its website, including user accounts, contact forms, cookies and any other personal or sensitive data.

This policy should be read together with our Privacy Policy (opens in a new tab) and falls within the framework of Law No. 058/2021 relating to the protection of personal data and privacy (Rwanda).

EyaTickets retains user data collected through the website only for as long as necessary to fulfil the purpose for which it was collected, or as required by applicable laws and regulations. The retention period varies depending on the type of data and its purpose:

• User account information: retained for as long as the account is active.
• Purchase and billing data: retained for the duration of the relationship with EyaTickets, then archived for 5 years for accounting and tax purposes in accordance with Rwandan legal obligations, before being permanently deleted (see Privacy Policy, “Retention period” section).
• Cookies and analytics: retained in accordance with our Cookie Policy.

• When a user requests the deletion of their data, EyaTickets ensures the secure and permanent deletion of the data concerned, subject to the exceptions set out in the “Exceptions to data deletion” and “Non-erasable data” sections below. The process involves several steps:
• Identity verification: EyaTickets verifies that the request comes from the account holder or their authorised legal representative, in order to prevent any unauthorised deletion.
• Data identification: EyaTickets identifies the data to be deleted, including all copies and backups.
• Secure deletion: the data is securely and irreversibly deleted from our website’s databases and from all other systems where it was stored.
• Backup deletion: if backups contain data due to be deleted, those backups are securely overwritten or purged to ensure complete deletion.
• Third-party data processors: where EyaTickets uses third-party data processors, we ensure that they also delete all personal data they hold in accordance with this policy.
• Confirmation: a confirmation email or notification is sent to the user to confirm the successful deletion of their data, within a maximum of 30 days of the request, in accordance with Law No. 058/2021.

• In certain cases, EyaTickets may be required to retain some data even after receiving a deletion request:
• Compliance with legal obligations: data that must be retained to comply with applicable laws, regulations or legal proceedings (in particular Rwandan accounting and tax obligations) will be exempt from deletion until the obligation has been fulfilled.
• Dispute resolution: in the event of ongoing disputes, investigations or claims concerning a user’s account or activity, the relevant data may be retained until the matter is resolved.
• Anonymised data: anonymised data that can no longer directly identify an individual may be retained for statistical analysis purposes.

Transaction data (amounts, dates, payment methods) is retained for 5 years for accounting and tax purposes, in accordance with a Rwandan legal obligation. This retention continues even after your account has been deleted.

Users wishing to request the deletion of their personal data can send an email to legal@eyatickets.com with the subject line “Data deletion request”, stating the phone number associated with their account.

The processing time is 30 calendar days (Article 23 of Law No. 058/2021).
A confirmation is sent to you by email once the deletion has been completed.

Tickets already issued are invalidated and access to your account is revoked. This action is irreversible.

If you do not receive a response within 30 days, you have the right to lodge a complaint with the National Cyber Security Authority (NCSA), the competent supervisory authority in Rwanda: dpo.gov.rw.

This data deletion policy will be reviewed and updated periodically to ensure its effectiveness and compliance with legal requirements and current best practices. For any questions or concerns about this policy or data protection at EyaTickets, users can contact our data protection team at legal@eyatickets.com.