Delete my data

Please do not include health details in an email. We only need to know which account to delete.

A request made inside the app comes from the signed-in account itself, so it needs no further check. A request by email does: an unverified deletion request is a way of destroying somebody else’s health record.

• A request sent from the registered email address is normally sufficient.
• If it comes from another address, we will email the registered address to confirm before anything is deleted.
• We will not ask you for your password, and we will never ask you to send health information to verify a deletion.
• If you cannot access the registered address any more, tell us — we will find another way to establish it is you, and we will not use the difficulty as a reason to refuse.

Both routes remove exactly the same things.

• Your account, your sign-in credentials and your profile.
• Every health record held against your account on our servers — readings, insulin doses, HbA1c results, medicines and the doses you took, reminders, blood pressure, pulse, blood oxygen, weight, water, walks and rides, anything read from a wearable, meals, diet plans and reports — including records you had already deleted in the app, and the lab reports and meal photographs you uploaded.
• Your connections to any clinician, and what arrived through them: prescriptions you received, appointments, and emergency alerts you raised — and the private notes a connected clinician wrote about you in Glycoz.
• Your assistant conversations and your meal estimates.
• Any Glycoz Premium record held against your account, and the notification tokens of your devices.

Deletion should mean deletion, so everything that outlasts an erasure is set out here — what it is, why it is kept and for how long — rather than left for you to find later.

• The audit log entries that name you — which clinician or member of their staff opened your record and when, and the record of the erasure itself: the account’s email address and counts of what it removed. They are the evidence that access to your data was lawful, and destroying them alongside the data would leave nothing to answer a later question with, including one asked on your behalf. They hold no health data. No period has yet been set after which they are deleted.
• Questions a connected doctor asked their assistant about you — if any. Those conversations are held for 90 days from the doctor’s last message and then expire; an erasure does not reach them before that.
• Our record of Glycoz Premium — if you held it: when each period we gave you started and ended, its price, and how it was arranged. It holds no health data.
• Copies in our backups — our server’s database is backed up every night and before each update, and each backup is deleted after 14 days. Your records stay in the backups made before the erasure until the last of them is deleted, about 15 days later.
• Previous versions of your files — our storage provider keeps each deleted file’s previous version for 90 days, so a mistaken deletion can be undone, and then deletes it permanently.
• Server logs — lines written for security and diagnosis can contain your account number, and no fixed period has yet been set for deleting them.
• Anything the law requires us to keep — retained for no longer than the applicable obligation, and used for nothing else.
• Emails already sent — an emergency alert or visit summary to your doctor, a message to you, or our notice that you asked to be erased stays in the mailbox it reached.
• Anything already sent elsewhere — a report you exported or shared has left Glycoz. We cannot recall it.

Either way, an erasure takes effect at once and cannot be undone. Copies remain for a limited time, as clause 4 sets out: in our backups for about 15 days, and, for the files you uploaded, as previous versions for 90 days. After that, nothing of the account remains on our systems except what clause 4 says is kept.

Acknowledging an emailed request within 24 hours meets the acknowledgement window for grievances under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. The 30 days on the in-app route are yours — a window to change your mind — not a delay on ours.

• Your history — permanently, once the account has been erased.
• Your clinician connections. Reconnecting later means connecting to each doctor again and choosing what to share again.
• The ability to sign in on a new phone and get your records back — that is what the account was doing.

Take a copy first if you want to keep anything. In Settings › Your data — directly above the deletion card — you can ask for a copy of everything held about you, which we email as a link within a few minutes. A CSV report from inside the app gives you your records for any period, and a PDF report covers up to 15 days without Glycoz Premium, or longer with it. None of them needs permission from us. Once the erasure completes we cannot produce them again — that is the point of deleting them.

Deleting the account is the largest available step, and it is often more than the situation needs. Each of these is immediate and needs nobody’s involvement but yours.

• To stop one doctor seeing one thing: switch that category off for that doctor. It is hidden immediately and nothing is deleted.
• To stop a doctor entirely: end their access. It stops at once, and your records stay yours.
• To stop recording something: switch the module off. It disappears from the home screen and from reports. It does not change what a doctor can see — that is the category switch above.
• To stop your own AI features sending anything anywhere: switch those modules off. Nothing else in the app is affected.
• To take a copy and keep using Glycoz: ask for a copy of everything in Settings › Your data and we email you a link to it, or generate a CSV report for any period, or a PDF report. None of them changes anything about your account.
• To change your mind about an in-app deletion request: withdraw it in Settings › Your data, any time before the 30 days are up.

The privacy page explains each of these in plain language.

A clinician account is closed by the emailed request in clause 1 — the in-app request is for patients’ own accounts. Closing it ends its access to every patient record; it is not erased in the way clause 3 describes. Two things are different, and both protect somebody who is not you.

• A prescription you wrote stays on the patient's record, attributed to you. It is part of their medical history and removing it would take something from them that was never ours to remove.
• Your patients are told the connection has ended, in one neutral word. They are not told why, and nothing about your practice's commercial situation is ever shown to them.

Deletion requests and questions about them: [email protected]. If you are not satisfied with how a request was handled, the Grievance Officer is Param Suthar of P6s — [email protected], postal address [REGISTERED POSTAL ADDRESS for grievance correspondence] — and the escalation route is set out in the privacy policy.