Account and Data Deletion

Delete a Humi account

Hummingbird Intercoms Pty Ltd (ABN 75 651 091 057; ACN 651 091 057) operates Humi and uses the Humi Networks brand. This page explains how an individual Humi App customer can request account deletion, what happens after a request and which records may need to be retained.

1. Request deletion in the Humi App

1. Sign in to Humi.
2. Open Account.
3. In Account closure, enter your current login password.
4. Select Request account deletion and confirm the request.
5. Save the deletion request reference shown by Humi.

The App reauthenticates you before accepting the request. When the in-App request is accepted, Humi marks the account as deletion requested, revokes active mobile refresh sessions and signs you out. This protects the account while the closure review is completed.

2. Request deletion on the web

You do not need to reinstall the App. Use the public Humi Support Centre, choose Account deletion, and submit the form. The form gives you a ticket reference immediately. You can also email account@humi.au.

Include your name and the email address used for the Humi account. Do not include your password, one-time code, transaction PIN, full bank details, identity-document number or identity-document image. We will use an approved channel if more evidence is reasonably needed.

A web ticket does not automatically close an account because we must first confirm that the requester controls the account. After verification, we will secure the account and continue the same closure review used for an in-App request.

3. What happens after we receive the request

1. Acknowledgement. We aim to acknowledge an ordinary web or email request within one business day. In-App requests receive a reference in the App.
2. Identity and authority check. We verify that the request came from the account holder. This is necessary to prevent malicious or accidental deletion.
3. Account protection. For an accepted in-App request, mobile sessions are revoked immediately. For a verified web request, we take the corresponding account-protection step during review.
4. Operational review. We check for pending or returned transfers, refunds, complaints, security investigations, legal holds and other matters that must be resolved or preserved.
5. Deletion and restriction. We delete or irreversibly de-identify information that is no longer required. Information that must or may lawfully be retained is restricted to the required legal, compliance, audit, fraud-prevention or dispute purpose.
6. Completion notice. We confirm completion or explain any outstanding step and the categories of information that must remain retained.

A request reference confirms that Humi received the request; it does not mean deletion is complete. We start the verified closure review promptly and handle it without unnecessary delay. Timing depends on any open transfer, recovery, complaint, investigation, legal hold, security concern, complex identity issue or other obligation that must be resolved first. We will explain any outstanding step and notify you when the review is completed.

4. Information we delete or de-identify

Subject to the retention limits below, closure may include deleting, anonymising or disconnecting:

• profile and preference information that is no longer needed;
• active mobile sessions and credentials that are no longer required for account security or evidence;
• non-essential device associations and optional communications preferences;
• duplicate files and operational copies that have no continuing purpose; and
• support or App information that is not needed for a transaction, complaint, security, compliance or legal record.

Information may be removed from active systems before it ages out of protected backup copies. Backup copies remain access-controlled, are not restored for ordinary account use and are deleted or overwritten under the applicable backup lifecycle, unless preservation is legally required.

5. Information we may retain

Account deletion is not an instruction to destroy records that Humi is required or permitted to keep. Depending on your account and activity, retained categories may include:

• identity and customer-due-diligence information, identity-document records and review outcomes;
• quotes, transfers, funding, recipient, settlement, return and reconciliation records;
• sanctions, fraud, security, audit and compliance records;
• complaints, privacy requests, legal correspondence and evidence of instructions or consent; and
• a minimal deletion record showing that the request was received, verified and completed.

Many AML/CTF, identity and transaction records are generally subject to a seven-year retention period. The start point depends on the record and applicable law: it may run from when a record is made, when a transaction occurs or when the customer relationship ends. A record may be held longer if another law, court order, regulatory requirement, investigation, complaint or legal hold applies.

Retained information is not kept to let the closed account continue operating. Access is limited to authorised purposes, and the information is securely destroyed or irreversibly de-identified when the applicable requirement ends.

6. Open transfers, refunds and disputes

Please raise any missing payment, return, cancellation, refund or recipient issue before requesting deletion. We may need to delay final closure long enough to complete or investigate an already accepted instruction, return funds, answer a complaint or prevent fraud. Closing an account does not cancel a transfer that has already become irrevocable and does not remove any legal right or obligation arising before closure.

7. Changing your mind

If you submitted a request in error, contact account@humi.au immediately and quote the request reference. We may be able to stop processing before deletion is complete, but cannot guarantee that deleted information can be restored. For security, we may require fresh identity and eligibility checks before any future account is opened.

8. Requests for access or correction

You do not need to delete your account to request a copy or correction of personal information. Use the Privacy Choices and Data Requests page or submit a privacy ticket. If the issue is a complaint about a transfer or service outcome, use the Complaints and Disputes process so that the underlying matter is investigated before records are closed.

9. Help with a deletion request

Account deletion is free. If you need language, accessibility or other reasonable assistance, select Language or accessibility assistance in the Support Centre or email support@humi.au.

Account team: account@humi.au
Privacy and compliance: compliance@humi.au
Postal address: Hummingbird Intercoms Pty Ltd, 25 Lime Street, Sydney NSW 2000, Australia