Delete your NeuraVate account

12.3. Deletion (Art 17). You can delete your account yourself, or ask us by email. Either way, we delete your account by hand within 30 days (within 45 days for consumer health data covered by Washington law) and email you at the address on your account when it is done.

• Yourself, in the app. On our website, sign in, open Account and choose Delete your account. A version of the NeuraVate.ai app that offers it has the same step under Profile, then Delete account; a version that does not offer it shows how to ask by email instead. You sign in again and type DELETE to confirm. At once, you can no longer sign in, and your emergency link is switched off: every QR code, link and printed card of your emergency card stops working. We record that you asked, when, and in which app; that record is one of the access and security records listed below. The 30 days run from your request.
• By email. Email [email protected] from the email address on your account. This always works, whichever app or version you use. We first confirm the request with you at that address (see "How we check that a request comes from you" above), and the 30 days run from when we receive it.

Deleting:

• removes your sign-in account (your email address, name, password and date of birth), your passport and every earlier version of it, your live consent records, and the notifications we hold for you — your emergency link, QR codes, emergency page and printed cards stop working;

• keeps the records we must or may keep, under a pseudonym: your name and email address are not in them, the network address and browser recorded with anything you did while signed in are removed, and in place of your account they keep only the internal number of your deleted account, which no longer leads to an account (our record of your deletion request, below, is what still connects that number to you). They are:

  • which versions of our documents you accepted, and the history of your consent choices — kept for 7 years after your account is deleted, as proof of what you agreed to (Art 7(1) and 17(3)(b); retention-schedule T-06);
  • access and security records, including the record of each time your emergency page was opened: the time, and the network address and browser of whichever device opened it — including your own device, if you opened the page yourself (for example with "Open my printable card" in the app, or by scanning your own QR code), because the page needs no sign-in and records every opening the same way — kept for 7 years from when each record was made, for security and to establish or defend legal claims (Art 17(3)(b) and (e); retention-schedule T-05 and T-08);
  • tax records of what you bought — kept for 7 years after the end of the financial year of the purchase, because tax law requires them (Art 17(3)(b); retention-schedule T-07);

  these periods are not enforced by automatic deletion (section 10.2);

• keeps, without a time limit, a note that an account with that internal number was deleted and when, so that nothing can recreate your information afterwards (retention-schedule T-14);

• reaches backups as they expire: our database backups are encrypted, and each backup is kept for 30 days and then deleted automatically, so a copy made before your deletion is deleted with the backup that holds it. The key that encrypts passport content in our database is one key for every passport, not a key of yours, so deleting your account does not delete it, and a copy of your passport in such a backup stays readable to us until that backup is deleted. We never restore a deleted account from a backup: if we must restore one after a failure, we first re-apply every deletion made since that backup was taken, before the Service is used again;

• reaches our email: we ask our email-delivery provider (Resend) to delete its records of the emails it sent you, and we delete your earlier emails from our mailbox at Migadu, keeping only your request and our answer as the record that we handled it;

• reaches the NeuraVate.ai app on your phone the first time the app renews your sign-in after the deletion, which it does within minutes whenever it is used with a connection: it then finds that your sign-in has ended and deletes the copy of your passport and the rest of what it keeps there about your account (section 6.8). Signing out of the app deletes them at once;

• leaves Stripe's own records of your card payments, which Stripe keeps under its own legal obligations as an independent controller. If you ordered a printed card, we write to Stripe asking it to delete or redact your details (your name, email address, shipping address, and your account ID or the emergency link you typed in) from each card payment we find under your email address or your account ID, except what it must keep; Stripe decides what it keeps. Ordering a card creates no customer record in our Stripe account, so there is none for us to delete.

Our page about deleting an account, www.neuravate.ai/account-deletion, describes both ways.