Delete Your Account and Personal Data

We respect your privacy and your right to request deletion of your personal data.

If you wish to delete your account and associated personal information associated with one of our mobile applications (as below), please complete the form below. If you no longer have access to the application, you may also submit a request through our Customer Support team.

How to Request Deletion

Option 1: Submit the Online Form (see bottom of page)

1. Complete the Data Deletion Request form on this page.
2. Provide phone number associated with your account.
3. Submit the request.
4. We may contact you to verify your identity before processing the request.
5. Once verification is complete, we will begin the deletion process and notify you when it has been completed.

Option 2: Contact Customer Support

If you cannot access the application or are unable to use the online form, you may contact our support team and request account deletion.

Please visit our contact page and provide enough information for us to identify your account.

What Data Will Be Deleted

Subject to applicable legal and regulatory requirements, we will delete or permanently anonymise personal data associated with your account, including:

• User profile information
• Contact details
• Authentication and login records
• Notification tokens and mobile app identifiers
• Device associations and account relationships
• User messages, responses, and activity records linked to your account
• Other personal information stored as part of the service

Where possible, associated records will be deleted from active systems and databases.

Data That May Be Retained

The right to erasure is not absolute under GDPR. In certain circumstances, we may need to retain limited information, including where retention is required:

• To comply with legal or regulatory obligations
• For tax, financial, or accounting record-keeping requirements
• For fraud prevention and security investigations
• For the establishment, exercise, or defence of legal claims
• To demonstrate compliance with legal obligations

Any retained information will be restricted to the specific purpose requiring retention and will be deleted when the relevant retention period expires. This aligns with GDPR Article 17 (Right to Erasure), which permits retention where a legal obligation applies. (gdpr-info.eu), (ico.org.uk)

Backups

Deleted information may remain in secure backup systems for a limited period until those backups expire through our normal retention processes. Backup data is not used for routine operational purposes. If a backup restoration is required, previously completed deletion requests will be reapplied.

Processing Timeframe

We will acknowledge your request as soon as practical and will normally complete valid deletion requests within 30 calendar days of receiving and verifying the request.

Mobile Applications covered

This data deletion process covers the following mobile applications:

• SmartCare Response