Account deletion policy
About this document
| Field | Value |
|---|---|
| Version | 1.0 |
| Effective date | 5 August 2026 |
| Publication date | 5 August 2026 |
| Last reviewed | 5 August 2026 |
| Status | Approved public document |
Version history
| Version | Effective date | Change summary | How this version applies |
|---|---|---|---|
1.0 | 5 August 2026 | Initial public version | Applies alongside the Privacy Notice, Individual Customer Terms of Service and App Licence and Personal Information Retention and Deletion Schedule; no separate acceptance is required |
This policy explains how an individual Alessia account holder can request account deletion, what happens to account and portfolio data, and which limited records may need to be retained. Account deletion is permanent and cannot be undone.
This policy applies to individual Alessia accounts. If an Institution provides or manages your account, its instructions and agreed retention period may apply to Institution Customer Data. Contact the Institution or support@alessiahq.com if you are unsure which process applies.
1. Before you delete your account
- Export your portfolio first. If you want to keep a copy, use Download my data in Settings, under Privacy, before requesting deletion. You will not be able to use the export feature after access is revoked.
- Check how your subscription is billed. Account deletion cancels future renewal of a direct-web Alessia subscription. It does not cancel a subscription purchased through the Apple App Store or Google Play, because the relevant store controls that subscription. Cancel an app-store subscription separately before its next renewal using Apple's subscription controls or Google Play's subscription controls. Account deletion does not by itself create a refund for the current paid period; mandatory refund rights are unaffected.
2. How to request account deletion
- In the app: open Settings and, under Privacy, select Delete account and follow the confirmation steps.
- By email: write to support@alessiahq.com from the email address registered to your account. We process an email-based deletion request only after successfully verifying your identity. Sending the request from the registered email address alone is not sufficient; we will ask for a matching account detail or other proportionate evidence.
3. What happens after a valid request
After any required identity verification, we revoke access immediately and send confirmation. We delete or irreversibly anonymise the account and portfolio data in our live systems within three days, subject to the limited exceptions below.
Consumer backup copies expire through a separate rotation cycle within 35 days after live deletion. Backups are not used as live account data. If a backup is restored, the applicable deletion instruction is reapplied before normal use.
We may retain only the information reasonably necessary to:
- comply with legal, tax, accounting or regulatory duties;
- establish, exercise or defend legal claims, resolve disputes or comply with a documented legal hold; or
- investigate and protect against fraud, abuse, privacy or security incidents.
For example, required subscription, transaction, invoice, tax and accounting records are normally retained for seven years from the end of the relevant financial year. Apple, Google and other independent providers may also retain transaction or account information under their own terms and legal duties. The Personal Information Retention and Deletion Schedule provides the full periods and end actions.
4. Privacy rights and questions
Deleting an account is a product action and is not the only way to exercise a privacy right. The legal right to erasure is not absolute, and whether it applies depends on the circumstances and applicable law. To make a privacy-rights request, ask about retained information or raise a privacy concern, contact privacy@alessiahq.com. See the Privacy Notice and Data Protection Complaints Procedure for more information.