Account Deletion — Dispatch Bros

1. Purpose of this page

This page explains how to request deletion of your Dispatch Bros account, what happens after a deletion request is processed, and what records may be retained. It is intended to support users who cannot access the app and to satisfy app-store account-deletion disclosure requirements.

Dispatch Bros Inc. operates a multi-tenant field service platform. "Account" on this page means an individual user login (for example, an owner, admin, dispatcher, or technician). Closing or deleting an entire tenant workspace is described separately in Section 6.

For details on what data we collect and how we handle it overall, see our Privacy Policy. For the broader rules of use, see our Terms of Service.

2. Delete your account inside the app

The most direct way to delete your account is from inside the Dispatch Bros mobile app:

Open the Dispatch Bros app and sign in.
Go to the Profile tab.
Scroll to the Danger Zone section at the bottom of the screen.
Tap Delete account.
Type the exact phrase DELETE MY ACCOUNT to confirm. This is case-sensitive and must match exactly, so accidental presses cannot delete an account.
Tap the confirmation button.

When the deletion is processed, your sign-in is deactivated and you are signed out. You will not be able to sign back in with the deleted account.

An owner or admin cannot delete their own account if they are the last active owner/admin on the workspace; another owner or admin must remain so the workspace continues to have an authorized administrator. In that case, transfer ownership or invite another owner/admin first, or contact us using Section 3 below.

3. Request deletion outside the app

If you cannot access the app — for example, you have lost your password, your device, or your access to the workspace — you can request deletion by email. Send an email to privacy@dispatchbros.ai and include:

The account email address you signed in with.
The company / workspace name on the account, if known.
Whether you are asking to delete only your individual user login, or to close / delete the entire company workspace. These are different operations — see Section 6.
A phone number or other identifier we can use to verify that the request is coming from the account holder or an authorized representative.

We may need to verify your identity, your authority over the workspace (for workspace-level requests), or both before we process a request. We will respond by email about the next steps.

4. What happens to an individual user account

When an individual account is deleted, the Platform performs the following actions on the deleted user:

Sign-in is banned. The auth row is set to a long-term ban so the password and any saved refresh tokens can no longer be used to log in. The auth row itself is preserved so internal references stay consistent.
Profile is deactivated and anonymized. The user profile row is marked inactive and personally identifying fields are scrubbed. First name and last name are replaced with a placeholder ("Deleted" / "User"), phone number is cleared, and any technician home-base address and coordinates are cleared. Inbound-call routing and clock-in are also turned off on the deleted profile. The row itself is retained so that other records that reference the profile (for example, jobs assigned in the past, finance entries, audit logs, and payment records) stay traceable.
Live location data is deleted. The latest GPS location row tied to the deleted technician, if any, is removed.
Per-user telephony / WebRTC credentials are deleted. The credentials that allowed the user's browser softphone to call out are removed, so the deactivated account cannot refresh a token and place a call.
Push notification device records. When a user signs out (or unregisters a device) the matching device-token record is marked inactive so future notification fan-out skips it. Device-token records are not separately removed by account deletion itself, but because sign-in is banned after deletion, no new notifications can be triggered through them.

5. What is retained

Deleting an individual user account does not delete the tenant workspace's business records. Those records belong to the workspace, not to any single user, and may be retained for legal, accounting, tax, fraud-prevention, chargeback / dispute, telecom-compliance, tenant recordkeeping, security, and operational reasons.

Business records that may be retained include:

Customer records.
Jobs, scheduling, and dispatch history.
Estimates, invoices, and line items.
Payment ledger entries, Stripe customer / payment identifiers, billing history, and webhook event records.
SMS messages, including delivery and failure events.
WhatsApp conversations and messages, including any raw provider payload data.
Voice call logs, and any call recordings that were captured while recording was enabled at the workspace level.
Contracts, signing tokens, and signature audit information.
Activity logs and finance-edit audit trails.
Workspace-level subscription, plan, and trial-state records.

These categories are described in more detail in our Privacy Policy. The normal retention windows we apply by category — for example, 30 days for anonymizing self-deleted profile fields, 24 months for security logs and feedback/review IP/user-agent events, 2 years for call recordings and job photos/videos after tenant closure, and 7 years for accounting-grade records (jobs, invoices, payments, audit logs) — are summarized in the Normal retention schedule in our Privacy Policy. We may retain records longer where required or permitted for legal, tax, accounting, regulatory, security, fraud-prevention, dispute, warranty, chargeback, enforcement, or litigation-hold purposes.

6. Company / workspace deletion requests

Closing or deleting an entire tenant workspace is a different operation from deleting an individual user account. Workspace deletion can affect every user invited to the workspace, ongoing subscriptions, telephony numbers and WhatsApp Business Account bindings, payment processor state, and stored business records.

Only an authorized owner or admin of the workspace may request workspace closure or deletion.
A workspace request typically requires additional identity / authority verification, cancellation of any active subscription and outstanding balances, and coordinated cleanup of payment-processor state and telecom assets (such as phone numbers, 10DLC brand / campaign registrations, and WhatsApp Business Account links).
Some records will still be retained after workspace deletion as required or permitted by law and our providers' own retention practices, including for accounting, tax, telecom, audit, dispute, and fraud-prevention reasons.

To start a workspace deletion request, contact privacy@dispatchbros.ai from an owner or admin email on the account, and follow the instructions in Section 3.

7. Subscription and billing before deletion

Account deletion does not automatically cancel a paid subscription, write off unpaid balances, dismiss chargebacks or disputes, or remove tax or accounting records that we are required to keep.

If you want to stop being charged before requesting deletion, cancel the subscription from the in-app billing screen first, or include a cancellation request in your email to the address in Section 3.
Outstanding amounts that were owed at the time of deletion may still be due. Past invoices, charges, refunds, and chargeback-related records may be retained for accounting and dispute-handling reasons.
Stripe holds its own records of past transactions independently of Dispatch Bros and is subject to its own retention practices and applicable financial regulations.

8. Timing

We aim to process account-deletion-related actions on non-retained personal data within 30 days after a verified request, excluding any time we need to verify identity or authority.

The retained business, billing, telecom, audit, and other records described in Section 5 may remain longer where required or permitted by law, by our service providers, or for the operational reasons listed there. We do not promise immediate or 30-day deletion of those retained categories. Per-category normal retention windows are listed in the Normal retention schedule in our Privacy Policy.

9. Requests from end-customers of a Dispatch Bros tenant

If you are an end-customer of a business that uses Dispatch Bros (for example, you received an invoice, an SMS, a WhatsApp message, or a phone call from a Dispatch Bros tenant), please contact that business directly. The tenant business is the controller of its own customer records and is the right party to receive your access, correction, or deletion request.

Dispatch Bros assists tenants with verified end-customer requests where appropriate. If you are unable to reach the tenant or are not sure whom to contact, you may also email privacy@dispatchbros.ai and we will try to help route the request.

10. Contact

For account-deletion requests, questions, or to follow up on an existing request:

Deletion / privacy requests: privacy@dispatchbros.ai

General contact: info@dispatchbros.ai

Mailing address: Dispatch Bros Inc., 2 Mockingbird Cir C1, Houston, TX 77074

Website: app.dispatchbros.ai

This page describes our current account-deletion process. It is not legal advice. Tenants and end-customers should consult their own counsel about their rights and obligations under applicable laws.