Delete your account

How to request it

You can ask us to delete your Apolo account in two ways. Both go through the same process.

1. From the Apolo app: sign in, open Profile and tap Delete my account. We will ask for your current password and you will confirm with a code we send by SMS.
2. By email: write to soporte@apolo.io with the subject “Delete my account”, from the email you have registered with Apolo. Include your full name. Never include your password. We will write back to confirm it is you before going on.

Before you ask

To look after your money, we can only close the account if:

• the balance of all your accounts (colones and dollars) is zero: transfer or withdraw what you have first;
• you have no transfers or payments waiting for a final result;
• you have no open payment links;
• you have no pending identity verification or compliance review;
• for a business account, there are no beneficial owners other than the representative still to be handled.

If any of this is not met, we will tell you what is missing.

What happens next

• You confirm the request with the code and a 7-day grace period starts. During that time you can cancel from the app or by email, and you can keep using the account.
• After the period, we process the deletion, close your sessions and you can no longer sign in. We will let you know by email.
• If money arrives in your account before we process it (for example a received transfer or a paid link), we stop the deletion and tell you, so we never close an account that holds a balance.

What data is deleted

• Your saved contacts.
• Your preferences and your notifications.
• Your sessions and devices.
• The payer name and the description of your payment links, which are anonymized; links that are still open become expired.
• Your marketing consent, which is revoked.

What data we keep and for how long

Anti-money-laundering law requires us to keep some data even after you close your account. We use it for nothing else and access is restricted:

• Identity verification and due diligence: 5 years from the end of your relationship with Apolo.
• Transaction records and their control log: 5 years from each operation.
• Record of your acceptance of the terms and the privacy policy, and audit and security logs.
• Record of your deletion request (who and when, without your email, phone or name).
• If there is a court case or an authority order related to you or to an operation, up to 10 years or while the case lasts, whichever is longer.

When each period ends, we delete or anonymize that data. Full detail in the Privacy Policy.

Data from the apolo.io website

If you only left your details on the waitlist, the contact form or the launch notice and you have no account, write to compliance@apolo.io and we will delete them.

Help and complaints

If something does not work or you have questions, write to soporte@apolo.io. For your rights over your personal data (access, correction, deletion, withdrawal) write to compliance@apolo.io. If you believe we did not handle your request, you can go to Costa Rica's Data Protection Agency (PRODHAB).

In force since 5 November 2026. Initial version, pending legal review.