Shaka Labs
Delete your account
How to delete your Shaka account in the app or by email, what we delete, and what we keep.
About this page
This page explains how to delete your Shaka account and what happens to your data. It covers the web app at mail.shaka.rw and the Shaka apps for phones and computers. Shaka Labs runs the service. See also our Privacy Policy.
Delete your account in the app
- Sign in at mail.shaka.rw or open the Shaka app.
- Open Profile.
- Want to keep your mail? Under Your data, tap Download my mail first.
- Scroll to the bottom and tap Delete my account.
- Read what will be deleted, type your password, and tap Delete for good.
Your account is deleted right away and you are signed out on this device. Other devices are signed out too.
Ask us by email
Can’t sign in, or want us to do it for you? Write to info@shaka.rw from the mailbox you want to delete, with the subject “Delete my account”.
If you can no longer use that mailbox, write from another address and tell us which mailbox it is. We check that the request really comes from you, for example with your organisation’s administrator, before we delete anything. We answer within 30 days.
Mailboxes from an organisation
An organisation’s administrator (the info@ mailbox of its domain) can delete the mailboxes of their people from the admin page.
The person who runs an organisation, or its info@ mailbox, can delete their own account only when nobody else in the organisation still uses a mailbox. Otherwise, hand the organisation over to someone first: write to info@shaka.rw and we will help.
When the last mailbox of an organisation is deleted, we turn the organisation off. Its billing records stay, as explained below.
What we delete
- Your mailbox and its address on our service, so nobody can sign in to it.
- All your mail: inbox, sent, drafts and trash.
- Your attachments and the download links made for large files.
- Your place in chats, your chat settings, and your AI assistant history.
- Your profile photo, name, phone number, signature and settings.
- Your sign-in sessions, the devices signed in to your account, notification subscriptions, and API keys for the mailbox.
Mail you sent to other people stays in their mailboxes, and messages you sent in a chat stay in that chat for the other people in it. They are theirs as much as yours.
What we keep, and for how long
Some records must outlive the account, by law or as proof. We keep only these:
| Data | How long |
|---|---|
| Payments and tax records: amounts, dates, Mobile Money references, and the organisation’s name, TIN and billing contact. | 10 years, as Rwandan tax law requires. |
| Partner commissions and payouts, if you were a partner. | 10 years, as Rwandan tax law requires. |
| Support messages you sent to info@shaka.rw. | 2 years. |
| Proof that you accepted our terms, and the log of administrators who opened your mailbox. | As long as the law requires, or to settle a dispute. |
| Leftover copies of account data, for example in backups. | Up to 60 days, then deleted. |
| Logs. | Cloudflare’s own short retention. |
These periods are the ones in our privacy policy, under How long we keep data.
Partner accounts with commissions or payouts can’t be deleted from the app, because those are tax records. Write to info@shaka.rw and we will close the account for you.
Contact
Questions: info@shaka.rw or +250 799 762 749 (Monday to Friday, 8:00 to 17:00 Kigali time).