1. About this policy
You can ask us to delete your Top Connect account and personal data at any time, free of charge. This page explains how to do it, what we delete, and what the law requires us to keep.
This policy applies to the Top Connect mobile app (Android and iOS), our website and any account you hold with us. It is published by:
- Top Connect Limited, St James Tower, 7 Charlotte Street, Manchester, United Kingdom
- Registered in England and Wales, Company No. 08659511
- Authorised by the Financial Conduct Authority (FCA) as a Small Payment Institution, FCA Ref. 610825
Top Connect Limited is the data controller for your personal data. This policy should be read alongside our Privacy Policy and Terms and Conditions.
2. How to request account deletion
You can ask us to delete your account in any of the three ways below. You do not need to reinstall the app to make a request.
Option A – In the Top Connect app
- Open the Top Connect app and log in.
- Tap Profile (or Settings).
- Tap Account then Delete my account.
- Read the information on screen, choose a reason (optional) and tap Confirm deletion.
- Enter the one-time code we send to your registered phone or email to confirm it is really you.
Option B – By email
Email [email protected] from the email address registered to your account, with the subject line "Account Deletion Request". Please include:
- your full name
- the phone number and email address on your account
- your Top Connect customer ID, if you have it
Option C – By phone or WhatsApp
Call us on +44 20 8176 1555 or message us on WhatsApp at +44 7882 950088 and tell our support team you want to delete your account.
Checking it is you
To protect you from fraud, we will only act on a request once we have confirmed you are the account holder. We may ask you to answer security questions or confirm a code sent to your registered phone or email. We will never ask for your password or full card number.
3. What happens after you ask
We close your account within 30 days of confirming your identity, and we tell you in writing when it is done.
| When | What happens |
|---|---|
| Within 2 working days | We confirm we have received your request. |
| As soon as we confirm your identity | Your account is locked. You can no longer log in, send money or receive marketing. |
| Within 30 days | Your account is closed and the personal data listed in Section 4 is deleted. We email you to confirm. |
| After the legal retention period (Section 5) | Any records we had to keep are securely and permanently destroyed. |
Transfers in progress. If a transfer is still being processed, we will finish it or cancel and refund it before closing your account.
Money owed to you. If we hold any refund or balance for you, we will return it to the original payment method or a UK bank account in your name before closing your account.
When we may need to delay. We may have to pause a deletion if there is an open complaint, dispute, chargeback, fraud investigation or a legal or regulatory request about your account. If so, we will tell you why, unless the law stops us from doing so.
Changing your mind. You can cancel your request at any time before your account is closed by contacting us. Once your account is closed, it cannot be restored. If you want to use Top Connect again, you will need to open a new account and complete our identity checks again.
4. Data we delete
When your account is closed, we permanently delete the following within 30 days. Copies in our encrypted backups are overwritten within a further 90 days.
| Type of data | Examples | When it is deleted |
|---|---|---|
| Login details | Password (stored encrypted), PIN, Face ID / fingerprint settings, login sessions | Immediately on closure |
| App and device data | Device ID, push notification tokens, app settings, saved preferences | Within 30 days |
| Saved recipients not linked to a past transfer | Names, mobile wallet numbers and bank details you saved but never sent money to | Within 30 days |
| Saved payment cards | Card tokens held by our payment provider | Within 30 days |
| Marketing data | Marketing preferences, rate alerts, promotional and referral history | Within 30 days |
| App usage and analytics | Screens visited, crash logs, in-app activity linked to you | Within 30 days, or made fully anonymous |
| Optional profile details | Profile photo, nickname, language choice | Within 30 days |
| General support messages | Chats and emails not linked to a transfer, complaint or compliance matter | Within 30 days |
We never store your full card number on our systems. Card payments are handled by our PCI-DSS certified payment provider.
5. Data we must keep, and for how long
As a regulated money transfer business, the law requires us to keep some records for a set time after your account is closed, even if you ask us to delete them. In plain terms: we must be able to show regulators and law enforcement who sent money, to whom, and why, so that money transfers cannot be used for fraud, money laundering or terrorist financing.
This is allowed under UK data protection law (UK GDPR Article 17(3)), which says the right to deletion does not apply where we must keep data to meet a legal obligation or to deal with legal claims.
| Type of data | Examples | How long we keep it | Why |
|---|---|---|---|
| Identity and verification records | Full name, date of birth, address, nationality, copies of ID (passport, driving licence), selfie or liveness check, proof of address | 5 years after your account is closed | Money Laundering, Terrorist Financing and Transfer of Funds Regulations 2017 (Regulation 40) |
| Transaction records | Date, amount, currency, exchange rate, fees, payment method, sender and recipient details, payout method, reference and status of every transfer | 5 years after your account is closed | Money Laundering Regulations 2017 and the Funds Transfer Regulation rules on payer and payee information |
| Compliance checks | Sanctions, politically exposed person (PEP) and fraud screening results, risk ratings, source of funds documents and our notes | 5 years after your account is closed | Money Laundering Regulations 2017 and Proceeds of Crime Act 2002 |
| Financial and accounting records | Payments, refunds, invoices, tax records | 6 years from the end of the financial year they relate to | Companies Act 2006 and HMRC tax rules |
| Complaints records | Your complaint, our investigation and our final response | At least 3 years from when the complaint was resolved | FCA Dispute Resolution rules (DISP) |
| Fraud prevention records | Details of confirmed or suspected fraud linked to your account | Up to 6 years | To prevent fraud and protect other customers |
| Records linked to an investigation or legal case | Any data relevant to a live investigation, court case, regulator or police request | Until the matter is finished, then for the periods above | To comply with the law and defend legal claims |
If you used Top Connect from outside the UK, local laws may require longer periods. For example, records of customers served through our Canadian registration are kept for at least 5 years under Canada's Proceeds of Crime (Money Laundering) and Terrorist Financing Act, and through our Australian registration for at least 7 years under Australia's AML/CTF Act 2006. Where more than one law applies, we follow the longest period.
How we protect retained data
- It is moved to restricted, encrypted storage and is no longer used for any everyday purpose.
- We never use it for marketing, and we do not sell it.
- Only a small number of authorised staff (such as our Money Laundering Reporting Officer and compliance team) can access it, and only when the law requires.
- We only share it when we are legally required to, for example with the FCA, HMRC, the National Crime Agency, the police or a court.
At the end of the retention period, we securely and permanently delete or destroy the records. If we need to keep anything for research or statistics, we make it fully anonymous first so it can no longer identify you.
6. Deleting some data without closing your account
You can remove some of your data and keep using Top Connect:
- Saved recipients – delete them in the app under Recipients. Details used in a past transfer stay in our transaction records as explained in Section 5.
- Saved cards – remove them in the app under Payment methods.
- Marketing – switch off marketing emails, texts and push notifications in Settings, or tap "unsubscribe" in any marketing email.
- App permissions – turn off location, camera, contacts or notifications in your phone's settings at any time.
- Other data – email [email protected] and tell us what you would like deleted. We will reply within one month.
Uninstalling the app does not delete your account. To close your account, follow the steps in Section 2.
7. Your rights, complaints and contact details
Your rights. Under UK data protection law you also have the right to get a copy of your data, correct it, limit how we use it, object to how we use it, and receive it in a format you can move to another provider. Deleting your account is free. We reply to every request within one month. If your request is complex, we may extend this by up to two more months and will tell you why.
Getting a copy before you leave. We recommend you ask for a copy of your transfer history before closing your account, as you will no longer be able to see it in the app.
Complaints. If you are unhappy with how we handled your request, please contact us first so we can put it right. You also have the right to complain to the UK Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint or by calling 0303 123 1113.
Contact us
- [email protected]
- Phone
- +44 20 8176 1555
- +44 7882 950088
- Post
- Data Protection, Top Connect Limited, St James Tower, 7 Charlotte Street, Manchester, M1 4DZ, United Kingdom
Changes to this policy. We may update this policy when the law or our services change. The latest version will always be on this page, with the date it was last updated. If we make an important change, we will tell you in the app or by email.
Last updated: 13 October 2026