Account Deletion
Delete Your Aceroyal Account
You're in control of your personal information. This page explains how to request deletion of your Aceroyal Estates account and associated personal data, what information may need to be retained, and what happens after you submit your request.
How to Request Account Deletion
Submit your request
Email customercare@aceroyalestates.com from the address on your account, or submit a request through the customer portal, with the subject line "Account Deletion Request". If available in the mobile app, you may also initiate this from your account settings.
We verify your identity
Before processing the request, we may need to confirm you’re the authorised owner of the account — this protects your account, property records and personal information from unauthorised deletion requests.
We process your request
Once verified, we aim to complete eligible deletion requests within 7–14 business days. We’ll notify you when it’s complete or if we need additional information or action from you.
Processing time
We aim to process verified requests within 7–14 business days. More time may be needed for additional identity verification, complex transaction records, information we’re required to retain, or requests affecting an ongoing property transaction.
This is permanent
Once your account is deleted it cannot normally be restored, so make sure you no longer need access before requesting it.
If you have an active or pending property transaction on your account, let us know in your request. Account deletion may affect access to certain digital services but will not automatically cancel your transaction, and your contractual rights and obligations will not automatically end because your online account is deleted. Our team will explain what needs to be retained, how your transaction continues, how you can access relevant information afterward, and whether any further action is required from you.
What Happens When Your Account Is Deleted?
Where deletion is applicable:
- your Aceroyal account will be permanently closed;
- you will no longer be able to sign in;
- account profile information that is no longer required will be deleted or anonymised;
- personal data associated solely with your account will be deleted where legally and operationally appropriate; and
- relevant service providers may be instructed to delete associated information where applicable.
Information We May Need to Retain
Deleting your account does not necessarily mean that every record connected with you can be immediately deleted. Aceroyal Estates may retain certain information where reasonably necessary or required for purposes such as:
- completed or ongoing property transactions;
- property ownership or allocation records;
- contracts and transaction documentation;
- invoices, receipts and financial records;
- legal, tax or regulatory obligations;
- fraud prevention and security;
- resolving disputes, complaints or legal claims; and
- establishing or protecting the legal rights of Aceroyal Estates or its customers.
Where information must be retained, it will no longer be used for purposes that are incompatible with the reason for its retention. For more information about how we retain and protect personal information, please review our Privacy Policy.
Before You Delete Your Account
Before requesting deletion, we recommend that you:
- download or retain any documents you may need;
- save copies of receipts or transaction information;
- confirm the status of any active property transaction; and
- ensure that you no longer require access to your online account.
Once deletion has been completed, access to your online account will not normally be recoverable.
Requesting Deletion of Specific Data
In some circumstances, you may request deletion of certain personal information without closing your entire Aceroyal account. Such requests will be considered in accordance with our Privacy Policy and applicable data protection laws.
Ready to request deletion?
Email us with the subject line "Account Deletion Request", or use the contact form and select "Support" as your enquiry type.