Your data
Delete your Pal account
How to delete your account for Pal: Your Health Coach, the app made by PTPal Ltd, and what happens to your data.
In the app (quickest)
- Open Pal and tap You.
- Tap Settings.
- Tap Delete account, then confirm.
Without the app
If you've deleted Pal or can't sign in, email us from the address on your Pal account. If you signed in with Apple and chose to hide your email, tell us the name on your account and roughly when you joined.
- Email hello@pal.health with the subject "Delete my Pal account".
- We'll reply to check it's really you.
- We then deactivate your account, and email you to confirm.
What happens next: a 30-day grace period
- Straight away, your account is deactivated.
- For 30 days, we keep your data in case you change your mind. Sign back in with the same Apple or Google account within those 30 days and you carry on where you left off.
- After 30 days, everything listed below is permanently deleted, including what our providers hold about you. This can't be undone.
Asking by email and don't want to wait? Say so in your email and we'll skip the 30 days.
Deleting doesn't cancel your subscription
Apple and Google take the payments, so cancel there as well, or you may still be charged:
- iPhone: Settings > your name > Subscriptions > Pal, or App Store subscriptions.
- Android: Google Play > Payments and subscriptions > Subscriptions > Pal, or Google Play subscriptions.
What's deleted after 30 days
- your profile, goals and health check answers, including injuries;
- your logs, plans and targets;
- your chats with Pal, voice notes and voice replies, and Pal's memory of you;
- your meal, product and profile photos;
- your Pals connections, wins, cheers, messages and recaps;
- your WhatsApp link and messages;
- health data synced from Apple Health or Health Connect;
- your sign-in.
At the same time, we ask the providers who help run Pal to delete what they hold about you: for example calls and chats at our voice provider, analytics, and your subscription record at our subscription provider. The full list of providers is in section 7 of our privacy policy.
What we keep after that, and for how long
| What | Why | How long |
|---|---|---|
| Purchase records | Apple and Google keep their own records of what you bought, under their own terms | Set by Apple and Google |
| A note that you asked us to delete your account (no other data) | So we can show we did it | 6 years |
| Backups | Disaster recovery. Your data is removed as old backups are overwritten | Up to 35 days after deletion |
| Server logs and crash reports, which can include your user ID or IP address | Security and fixing problems | Up to 30 days for server logs, up to 90 days for crash reports |
| Analytics about how the app was used (no health data) | Understanding and improving Pal | Up to 24 months, then deleted or aggregated |
| Reports of Pals messages | Safety and abuse investigations | Up to 12 months after the report is closed |
| Support emails | To deal with your request | 24 months after the conversation ends |
Anything your Pals saw before you deleted your account (for example a screenshot) is outside our control.
Delete some data, keep your account
- Chat history: in Coach, use Clear chat. This removes your messages, voice notes and their summaries.
- Health data: disconnect in You > Settings > Health data connections. We delete what was synced through that connection.
- WhatsApp: unlink in You > Connections.
- A Pal: remove them from their card in Pals. Their view of your data stops straight away.
- Anything else: email hello@pal.health.
More detail is in section 11 of our privacy policy.