User Data Deletion

Last updated: 30 May 2026

This page explains how to request the deletion of your personal data held by TOTE, UNIPESSOAL LDA (NIF 519259254), operating under the brand TOTE, in accordance with Article 17 of the GDPR ("right to erasure"). It applies to every TOTE account, including accounts that were created or linked via Facebook, Google or Microsoft sign-in.

1. Two ways to request deletion

1.1 Self-service (signed-in users)

If you still have access to your TOTE account:

Sign in at tote.eco/Account/Login.
Open Account > Personal data > Delete personal data.
Confirm with your current password (or, if your account uses only an external sign-in, follow the on-screen instructions to set a password first).

In the TOTE mobile apps the same option is under Account > Delete my account, without leaving the app.

The account is removed immediately after confirmation. You receive an on-screen acknowledgement and the session is signed out on every device.

1.2 By email (anyone, including users who lost access)

Send an email to [email protected] with:

Subject: "Data deletion request".
The email address registered in your TOTE account.
If you signed up via Facebook/Google/Microsoft and no longer remember the email, the name on the account and the external provider you used.

TOTE may ask for additional information to confirm your identity before processing the request, as required by Article 12(6) GDPR. We respond within 30 days (extendable to 90 days for complex requests, with notice).

2. What gets deleted

Profile data (name, email, phone, NIF, address).
Sign-in credentials and external login links (Google, Microsoft, Facebook).
Service preferences (pickup schedule, notification settings).
The Stripe customer record (subscriptions and saved payment methods).

3. What is retained (and why)

Invoices and tax records — kept for 10 years by Portuguese tax law (CIVA / RGIT).
Operational audit logs — quem fez quê (who did what) in the service is preserved with your identifiers anonymised (e.g. deleted-{id}@anon.tote.invalid) so that audit trails do not break.
Courier ledger — if you worked as a TOTE courier, your earnings entries, the invoices you issued and the payments we made are kept for the 10 years tax law requires. They are no longer linked to your name.
Data shared with payment processors and tax suppliers — please contact Stripe and InvoiceXpress directly for data held on their side.

4. Facebook-initiated requests

If you revoke TOTE access from your Facebook account settings, Facebook may notify TOTE. Your TOTE account is not deleted automatically by that revoke — you still need to follow §1.1 or §1.2 above. Revoking the Facebook link only removes the ability to sign in with Facebook; it does not erase the underlying TOTE account.

5. Confirmation and complaints

Once the deletion is processed, TOTE sends a written confirmation by email to the registered address. If you are not satisfied with how TOTE handled your request, you can lodge a complaint with the Portuguese Data Protection Authority (CNPD): www.cnpd.pt.