Delete your Qwoll account

01 · In the app

Delete it yourself

iPhone and Android

1. Open Qwoll and sign in.
2. Go to Settings, then Help & support.
3. Tap Delete account at the bottom of the page.
4. Type DELETE to confirm, then tap Delete my account.

On the web

1. Sign in at app.qwoll.com.au.
2. Go to Settings, then Delete account.
3. Type DELETE to confirm.

Deletion happens straight away and cannot be undone. Your sign-in is removed, so you will not be able to sign in to that account again. If you pay for a Qwoll subscription, deleting your account also cancels it.

02 · Without the app

Ask us by email

Email privacy@qwoll.com.au from the email address on your Qwoll account, with the subject “Delete my Qwoll account”. If you write from a different address, we will ask you to confirm the request from the account's address first, so nobody can delete an account that isn't theirs.

We confirm by email once your account is deleted. We delete accounts within 14 days of a confirmed request, in line with our Privacy Policy.

03 · What happens

What we delete, and what we keep

Deleted or anonymised

• Your sign-in, including any linked Google or Apple sign-in.
• Your profile: name, contact details, address, photo and other personal details. Your account is replaced by an anonymous placeholder.
• Your saved payment details held by our payment provider, Stripe.
• Your payout bank details and Tax File Number, which we hold encrypted, if you are a professional.
• Your own client and pet-owner records, if you were a client.

Kept for a set time, then deleted

Some records have to outlive the account, mostly because the law requires it, or because they are part of another person's records. Your deleted account no longer points to them, we use them only for that purpose, and we delete them when the period ends:

• Invoices and payment records: 7 years, under Australian tax law.
• Clinical visit notes: 7 years from the last entry, in line with veterinary record-keeping practice.
• Verification documents (registration, insurance, police check): 7 years from the end of your relationship with Qwoll.
• Visit photos and summaries: 1 year after the account closes.
• Messages with other users: they stay in the other person's conversation for up to 2 years.
• Support tickets and the moderation log: 5 years.

Copies in our backups and system logs expire on their own within 30 days of the deletion.

The full detail is in our Privacy Policy (sections 04 and 05).

Only want some data gone?

Partial deletion

You can change or remove much of your information yourself inside the app. To ask us to delete particular information while keeping your account, email privacy@qwoll.com.au and tell us what you would like removed.