Your Data Rights & Deletion

Every HEAL member can access, export, correct and delete their information, wherever they live. These rights come from laws including the CCPA/CPRA, Washington’s My Health My Data Act, other state privacy laws and the GDPR, and from our own promise in the Privacy Policy. The Consumer Health Data Privacy Policy adds specific rights over health-related information, including a list of everyone it has been shared with.

All of them are free. None of them change how HEAL treats you.

Much of your information is visible to you in the app already: your profile, workbook entries, check-in history, RSVPs, help requests and offers, share links (with their view counts) and blocked members.

For a complete copy, open Profile → Your data → Export my data, on web, desktop or mobile, or email privacy@teleheal.com. A person at HEAL prepares the export and sends a secure download link to your account email. The link expires after a short time. The export is meant to be machine-readable (JSON) with a plain-language summary, and will include:

• your account and profile details, settings and the agreements you accepted;
• your workbook answers and check-in notes, unsealed for you alone, plus mood ratings, practices and share-link history;
• your meeting RSVPs, attendance records and feedback;
• your help requests, offers and their history;
• reports you’ve filed, and the moderation decisions about your account;
• the usage, activity and city-level location records linked to your account;
• your shop orders, and your Supporter plan and payment history, if you have any;
• the list of service providers that processed your data.

We may leave out information about other people, such as who reported you, where the law allows it to protect them. We’ll tell you if we do.

You can change most things yourself: your display name, avatar, member type, interests, time zone and notification settings in your profile; your workbook answers; and your help requests while they’re open. To change your email address, use account settings: we confirm with your current address, then verify the new one before switching.

For anything else, use Profile → Your data → Correct my data or email privacy@teleheal.com, and tell us what’s wrong.

On the web or desktop app

1. Sign in and open your Profile, then your account and security settings.
2. In the danger zone, type your account email and your password to confirm.
3. Choose Delete account. You’re signed out and returned to the sign-in page.

On the mobile app

1. Open the Profile tab and choose Delete account…
2. Read what will happen, type your email and password, and confirm.

By email

Write to privacy@teleheal.com from your account address, or use Profile → Your data → Delete my data to send a reviewed request. We’ll confirm before acting.

• Your account: your email is replaced with a meaningless placeholder, your display name becomes “Deleted member”, and your username, bio and time zone are cleared. Your password and sign-in methods are erased, every session on every device ends, and your push registrations are removed. Your emoji avatar, member type, interests, first-run answers, notification settings and quiet hours are cleared too. A placeholder record with none of these details stays so that shared records, like a report, don’t break. It keeps the date you confirmed you were 18 or older, and the agreements you accepted, as a record of what the account agreed to.
• Workbook and check-ins: every entry, sealed answer, mood rating and check-in note is erased immediately.
• Share links: deleted with the entries they came from, so anyone holding a link sees that it’s no longer available.
• Help requests and offers: your requests are erased, along with the offers other members made on them, and so are the offers you made, including any email you chose to reveal. Where a report, a moderation decision or a staff review points at one of them, or a request was held for high-risk review, we keep an empty, hidden row so the safety record still makes sense: the title becomes “Deleted request”, and the description, area, message and contact detail are removed. If you revealed your email in an accepted offer, the other member may already have it in their own records.
• Meetings: your RSVPs and reminders, the records of rooms you were in, and any feedback you gave are erased.
• Notifications and blocks: your in-app notifications are erased, and so are blocks you set and blocks others set on you.
• Reports filed by you or about you: kept, because they protect other members, with your identity reduced to the “Deleted member” placeholder. Moderation decisions are kept in the same minimal form.
• Staff audit log: kept. It includes a record that the account was deleted, with the time and the device and network it was deleted from.
• Analytics and location history: our own website and app usage events linked to your account, the app installs you signed in on and their events, your active days and the city-level places you were seen from are erased immediately. Google Analytics never receives your account ID, so the little it holds (website page views and basic app opens, screens, errors and performance) can’t be tied back to you; it expires after 14 months.
• Supporter plan: any active monthly plan is cancelled immediately, so you won’t be charged again. Your supporter badge, avatar ring, supporters-wall entry and personal discount code end at once. See the Supporter Terms for refunds.
• Shop orders and payment records: tax and accounting law requires us to keep records of sales and payments for a set period. We keep them for that period only, unlinked from your profile and reduced to what those records need (such as the order, amounts, and the name and address on it). Your cart is erased. Orders placed as a guest, without an account, are handled the same way: email privacy@teleheal.com to ask for their deletion.
• Backups: deleted data lingers in encrypted backups only until they roll over (we aim for 30 days or less). We never restore it into HEAL, and if a backup is ever restored, we re-apply your deletion.
• Email logs at our email provider: delivery logs for emails we sent you are kept by our provider for its standard period. We can ask it to delete them early.
• Newsletter and support messages: these sit apart from your account. Unsubscribe with the link in any newsletter, and ask us to delete support messages.
• On your devices: deleting your account signs you out. Uninstall the desktop or mobile app to remove what it stored locally (see the Cookie & Storage Policy).

How long we keep each kind of information, and what happens when you delete your account:

Where the law requires us to keep something longer, for example to answer a valid legal hold, we keep only what’s needed and only for as long as needed.

Deletion laws let organizations keep limited information where it’s needed to protect others’ safety, detect abuse, comply with the law or defend legal claims. We use those exceptions narrowly. Safety reports protect the members who filed them. The audit log shows that staff used their access properly. Privacy-request records show we did what you asked. Order and payment records are kept because tax and accounting law requires them. None of these records include your workbook or check-ins, and none are used for anything else.

HEAL doesn’t have a separate “deactivate” switch. Deleting your account is permanent. If you just want some space, you can:

• mute notifications for a while, or switch off email and push in notification settings;
• clear optional profile details, such as member type and interests;
• delete individual workbook entries and revoke share links;
• close your open help requests;
• simply sign out. Your account waits for you, and nothing about you is shown publicly in the meantime.

Separately, moderators can suspend an account for safety reasons under our community rules. That isn’t deletion, and you can still ask for your data.

First try “Forgot password” on the sign-in page. If you no longer have access to your email address, or you’d rather not sign in, email privacy@teleheal.com. Tell us the email address on the account and what you’d like us to do.

We’ll verify that the request comes from the account holder by confirming control of that email address. If that isn’t possible, we’ll ask for details only the account holder would know. We never ask for government ID or health information. Once verified, we carry out the deletion or export the same way the app does.

• Timelines: self-serve deletion is immediate. Export, correction and emailed requests show a due date in Profile → Your data. We aim to finish within 30 days and always within 45. If we need longer, we may extend once by up to 45 more days, and we’ll tell you why.
• Tracking: each request shows as Received, In progress, Completed or Not completed, and we email your account address with updates.
• Verification: requests made inside your signed-in account are already verified, and deletion asks for your password as well. Email requests are verified as described above.
• Authorized agents: someone can make a request for you with your signed permission or a power of attorney. We may ask you to confirm with us directly.
• Appeals: if we decline any part of a request, we’ll explain why. Reply, or email privacy@teleheal.com with “Appeal” in the subject, and a different person will review it and respond within 45 days. You can also contact your state Attorney General or, outside the US, your data protection authority.

Data requests and questions: privacy@teleheal.com. For everything else about how HEAL handles information, see the Privacy Policy and our service providers.