This page explains how to permanently delete your Food Lover's Family loyalty account and the personal information linked to it. You do not need to give a reason, and deletion is free.
Deletion is permanent and cannot be undone. It ends your membership: your loyalty card and loyalty number stop working, and you lose member prices, competition entries and any reward progress. The Programme holds no points or stored value, so there is no balance to forfeit.
Option 1: Delete your account in the app
The fastest way, if you still have the app installed and can log in:
- Open the Food Lovers Family app and log in.
- Tap the Profile tab in the bottom bar.
- Scroll to the bottom of the Profile screen and tap Delete account.
- Read the warning, then tap Delete my account to confirm.
Your account is closed immediately and you are signed out of the app.
Option 2: Request deletion by email or phone
If you no longer have the app, or cannot log in, Customer Care will delete your account for you:
- Email customercare@fvc.co.za with the subject line LOYALTY: Delete my account, or call Customer Care on 0860 000 7728. We’re here Mon-Fri, 8am-4pm.
- Include the full name and mobile number registered on your account so we can find it.
- To protect your account, we first verify that the request really comes from you, for example by sending a one time code to the mobile number on the account. We never delete an account on an unverified request.
- We confirm by reply once the deletion is complete.
What is deleted
When your account is deleted we irretrievably remove the information that identifies you:
- Your name and surname.
- Your ID number or passport number.
- Your mobile number and email address.
- Your profile details and marketing preferences.
- App device and session data, including your push notification token.
This removal also covers the service providers who host and operate the Programme's systems on our behalf.
What is kept, and why
- Purchase records and your loyalty number are kept only in de-identified form, as anonymous records that can no longer be linked to you.
- Competition records are kept for three years, as the Consumer Protection Act requires.
- Financial and tax records are kept for five years, as tax law requires.
- Fraud and abuse prevention records are kept where needed to protect the Programme and its members.
- Records that are subject to a legal hold are kept for as long as the law requires.
How long it takes
We complete the deletion within 30 days of a verified request, as our Privacy Notice promises and the Protection of Personal Information Act requires. In-app deletions take effect immediately; the removal of identifying information from all systems completes within the same 30 days.
Need help?
If you have trouble completing a deletion request, contact Customer Care at customercare@fvc.co.za or on 0860 000 7728. We’re here Mon-Fri, 8am-4pm.