Delete your TRAX account
Effective 29 August 2026 · Last updated 29 August 2026
Applies to the TRAX app for horse owners (com.trax.requester) and the TRAX Driver app (com.trax.driver). You do not need to have the app installed to make a request here.
1. Two ways to delete your account
From inside the app
Horse owners can delete their account in the TRAX app: open Profile → Delete account and confirm. This removes your account immediately and signs you out.
By asking us
Drivers and agency users are managed by the transport agency they work for, so those accounts are deleted on request. Anyone can use the form at the bottom of this page, or email privacy@the-trax.com from the address or phone number registered to the account, with the subject “Delete my account”.
2. What is deleted, and what we keep
| Deleted | Kept, and why |
|---|---|
| Your name, phone number, email address and profile details | Completed trips and their payment records — tax, accounting and dispute obligations (up to 5 years) |
| Your horses and their documents — passports, health papers and photographs | Records tied to a completed transport, retained in anonymised form so the agency's own records stay intact |
| Transport requests that never became a booking, and their locations | Anything we are required to retain by law or by a lawful request |
| Payment proof images you uploaded, where not attached to a retained transaction | |
| Sign-in credentials and active sessions |
3. How long it takes
We complete deletion requests within 30 days. Where a request is complex — for example where records must be checked across completed trips with an agency — we may need up to a further 60 days, and we will tell you why within the first 30 days.
Backups are purged on rotation, so a copy may persist in an encrypted backup for up to 35 days after deletion. Server logs are removed within 90 days.
4. Before you delete
- If you have a trip in progress, settle it with the agency first — deleting your account does not cancel a booked transport.
- Any outstanding payment or refund with an agency should be resolved before you delete, as your contact details will be removed.
- Deletion cannot be undone. You would need to register again from scratch.
5. Request deletion
Send the request below and we will confirm your identity before acting on it. Tell us the phone number or email registered to the account, and whether you are a horse owner, driver or agency user.
For what we collect and how long we keep it, see the privacy policy.