Delete your account
This page covers the apps published by Protiva B.V. — Protiva Vastgoed, Protiva Huurder and Protiva Service — and the web portals that go with them. You do not create an account yourself: you are invited by the landlord or managing agent you deal with. Closing one therefore goes through a request, and below is exactly how to submit it and what happens to your data afterwards.
How to submit a deletion request
Send an e-mail to privacy@protiva.eu from the address you sign in with. That address is the simplest way for us to establish that the request is yours.
- Subject line: Account deletion request.
- Name the app or portal you use: Protiva Vastgoed, Protiva Huurder or Protiva Service.
- If you cannot mail from your own address, tell us the address you sign in with and we will confirm your identity another way.
You will receive an acknowledgement within five working days. We complete the request within one month of receiving it, as article 12(3) GDPR requires. If a request is exceptionally complex we will tell you within that month that we need longer, and why.
If you are a tenant or a tradesperson, you can also submit the request to the landlord or managing agent who invited you. That organisation is responsible for the records your data sits in; we carry out the deletion on their behalf. Either route leads to the same result.
What we delete
On a deletion request we remove your personal account and everything that belongs to it alone:
- Your sign-in details: name, e-mail address, telephone number, password, two-factor settings and any passkeys.
- Your profile photo and personal preferences, such as language and the app lock.
- The devices linked to your account, including the tokens the app uses to receive push notifications.
- Your active sessions. After deletion you can no longer sign in and the apps show no data.
Deletion is final: we cannot restore an account. If you want to use Protiva again later, you will need a new invitation.
What is kept, and for how long
Not everything can go. Some data we are legally required to keep, and some belongs to someone else's records — your landlord or managing agent — which we only process on their instructions.
| Data | Retention period | Why |
|---|---|---|
| Invoices, payments and other tax records | Seven years | Statutory retention obligation (article 52 of the Dutch State Taxes Act) |
| Data in your landlord's or managing agent's records, such as your lease, maintenance reports and correspondence | For as long as that organisation keeps it | That organisation is the controller and Protiva the processor; we may not erase it on our own initiative. Address such a request to them |
| Images from an identity check (ID scan, face scan) | About 30 days, automatically | Already limited to the minimum without any request. The record that your identity was verified, and by whom, remains; the images do not |
| Security and access logs | Twelve months at most | Fraud prevention and the security of the platform |
| Backups | 35 days at most | Backups exist to recover from an incident; we never use them to restore deleted data |
Data we have to keep is not used for anything else afterwards: it stays to meet a legal obligation, not so we can contact you again.
Questions
Not sure whether a request belongs with us or with your landlord? Send it to privacy@protiva.eu and we will either pass it on or handle it ourselves. What else we do with personal data is set out in our privacy statement.
Last updated: September 2026.