PawLens

Account

Delete Your Account

You can delete your PawLens account and its data at any time — from inside the app, or by emailing us from this page. You do not need to install the app to make a deletion request.

Option 1 — Delete in the app (fastest)

  1. Open PawLens and sign in.
  2. Go to the Settings tab.
  3. Scroll to Account and tap Delete account.
  4. Confirm twice. Deletion is then scheduled and you are signed out.

You have a 14-day grace period before anything is erased. Signing back in during that window lets you cancel the deletion and keep your account.

Option 2 — Request deletion by email

Email [email protected] with the subject “Account deletion request”.

  • You must send it from the email address on the PawLens account. We will only ever act on, and reply to, that address — this is how we verify a deletion request is genuine and prevent someone else from deleting your data.
  • No other identifying information is needed. Please do not send passwords.

We acknowledge requests within 7 days and complete them within 30 days, as required by the UK GDPR (Article 12(3)). In practice the same 14-day grace period applies, so tell us in the email if you want it waived and the deletion carried out immediately.

What gets deleted

When a deletion completes, the following are permanently removed or irreversibly anonymised:

  • Your login — the authentication account, email address, and session records.
  • All pet photos — every original, processed, and avatar image file in our storage.
  • Pet profiles — names, species, breed, dates of birth, weights, and notes.
  • Scans and AI results — every analysis, health score, finding, and trend record.
  • Vaccination reminders and scheduled notifications.
  • Support chat history and any messages flagged for review.
  • Achievements and streaks.
  • Notification and app preferences, including your push device tokens.

What we keep, and why

  • Anonymised, de-linked records — a small number of rows (for example anonymised vet-feedback ratings used to measure AI accuracy) are stripped of every identifier and any free-text you wrote, then retained as statistics that cannot be traced back to you or your pet.
  • Financial and legal records — if you ever subscribed, we keep the minimum transaction record required by UK tax law. Note that these are held by Apple or Google, not us.
  • Backups — encrypted database backups roll off on their own schedule, so a deleted record may persist in a backup for a short period before expiring. It is never restored into the live service.

Nothing in either category can be used to identify you, contact you, or reconstruct your pet's history.

Deleting your account does not cancel your subscription

App-store subscriptions are billed by Apple or Google, not by PawLens. Cancel yours in your device's account settings before deleting, or you may continue to be charged. See Billing Help.

Export your data first

Deletion is permanent and we cannot recover your pet's health history afterwards. If you want a copy, request a data export (free, within 30 days) by emailing [email protected] before you delete. Details are in our Privacy Policy.

Other privacy rights

Deletion is one of several rights you have. You can also request access, correction, portability, or restriction of your data — see the Privacy Policy for all of them and for how to complain to the UK Information Commissioner's Office if you are unhappy with our response.