Delete your account

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Deleting your D-ONE CASH account is a final and irreversible action. Before doing it, read this page carefully: it explains the requirements, the risks and what happens to your data.

Before deleting: requirements

The platform will only complete the deletion if all of these are met:

1. Zero balance — withdraw or transfer all your funds: USD balance, USDC, rewards and credits. Deletion is not possible with value left in the account.
2. No operations in progress — no sends, deposits, withdrawals or settlements pending execution.
3. No open disputes — no chargebacks, investigations, compliance reviews or legal proceedings involving the account.
4. Subscription settled — your active subscription must be canceled (no future renewals). You can wait for the paid period to end (see Deferred deletion below), or choose immediate deletion, expressly waiving the remaining time. In no case are there refunds or prorated reimbursements for unused time.
5. Business resolved first — if you own, manage or represent a business account, you must close, transfer or settle it before deleting your personal account.

The app automatically checks your balance, operations in progress and business account, and shows you which one is missing. Any registered business account whose verification wasn't rejected counts as pending, even if it isn't finished. Your subscription doesn't stop you from starting: you settle it in the deferred or immediate deletion step. You also can't delete the account while an access recovery is open.

How the process works

1. In the web app, go to Settings → Delete account.
2. You'll see a summary of the consequences and the app verifies the requirements above; if any is not met, it shows you which one.
3. If you have a subscription with a paid period in progress, you choose between two options:
   • Deferred deletion — renewals are turned off and you keep access until the end of the paid period. Coming soon: completing the deletion when the period ends. Today this option only cancels your subscription at the end of the period: nothing deletes the account afterwards and, without an active plan, you won't be able to sign in to complete it yourself from Settings → Delete account. If you want to complete it yourself, come back before the period ends and choose immediate deletion.
   • Immediate deletion — you waive the remaining subscription time by also checking this box: "I understand that deleting my account will immediately terminate my access to the subscribed Services, and I expressly waive any remaining subscription period without any right to a refund, credit, or prorated reimbursement."
4. You must manually type (pasting is disabled) this phrase, in your session's language, and click "Permanently delete my account" (or "Request deletion" if you chose deferred deletion):
   • English: "I am aware of the consequences of deleting my account."
   • Español: "Soy consciente de las consecuencias de eliminar mi cuenta."
5. For security, confirm with your PIN and your passkey. If you don't have them yet, set them up in Settings → Security; if you can't, email [email protected] and we'll help you with the deletion.

By typing the phrase you expressly confirm that you understand the deletion is permanent, that you withdrew your funds, that there are no subscription refunds, and that certain data is retained as required by law.

What is deleted and what is retained

Deleted: your access, your profile and the account itself. It cannot be restored or reactivated, and D-ONE CASH has no obligation to recreate it.

Retained (by legal obligation): certain records cannot be erased even if you delete the account — KYC/KYB documentation, transaction records, AML/CTF records, communications and audit logs. They are retained for traceability and regulatory compliance, for the periods required by tax, anti-money-laundering and other applicable laws. The third-party verification, payment and custody providers we work with also retain information under their own legal obligations.

An audit record of your deletion request is also retained (date, IP address, device, language, typed phrase, whether you waived the remaining subscription time, and the version and acceptance date of the terms), protecting both the user and the platform in case of disputes.

Risks you must understand

• Unwithdrawn funds: if you delete the account after having had a reasonable opportunity to withdraw your assets, the platform is not liable for their loss (see Section 25 of the Terms of Use, Spanish).
• No refunds: subscription fees already paid are not returned, in whole or in part.
• History: when you delete, you lose access to your transaction history — review what you need first (for example, for your taxes). Coming soon: downloading your history from Activity; today your personal account's Activity shows it on screen, but doesn't let you download it yet. Internally retained records serve traceability and compliance; access to them afterwards is not guaranteed.
• Starting over: if you ever come back, you'll need an active plan, create a new account, accept the terms again and set up your passkey and PIN again. Identity verification may be requested again or reused if the custody provider has already validated it, at their discretion and per their regulatory obligations. Recovery of settings, history or data from the previous account is not guaranteed.

Just want to stop paying?

If you only want to stop using the service without losing the account, cancel your subscription instead of deleting: you keep access until the end of the paid period, and to sign in again afterwards you just choose a plan again with the same email. Deletion is only necessary if you want to close the relationship permanently.

Questions before deleting?

Write to us from your account email at [email protected] — better to ask first: deletion cannot be undone.