Deleting your Pivot Wellness account is permanent, and it is yours to do. You do not need a reason.
In the app or on the web
- Sign in and open Settings in the app, or Profile → My data on the web.
- Choose to delete your account and read what will be removed.
- Type delete my account to confirm.
If your account holds medical records, we ask you to set up an authenticator app first. That is deliberate: an account holding clinical records should not be destroyable by someone who has merely picked up your phone.
By email, without signing in
If you cannot sign in, because you have lost access or already removed the app, email privacy@pivotwellness.com from the address on the account and ask us to delete it.
We confirm the request comes from the account holder before we act on it, because an unchecked deletion request is a way to destroy someone else’s health record.
What is deleted
- Your account and sign-in.
- Everything you logged: meals, workouts, sleep, mood and notes.
- Lab results and medical records from any system you connected, and the connections themselves.
- Health history synced from Health Connect, Apple Health or a wearable.
- Photos, documents and files you added: the stored files themselves, not only our record of them.
- What Pivot Wellness has learned or generated about you, the questions you asked it and your conversations with it, including the passages of your data it searches when it answers you.
- Your mental-health entries: journal, mood check-ins, questionnaires and practice history.
- Your care threads and what a practitioner sent you: messages, video messages, assignments and recommendations.
- Access you granted to practitioners, and requests for it.
- Your plan and billing details with us. If you have a paid plan, deleting your account cancels it right away with our payment processor, Stripe, with no refund for the rest of the current billing period, unless you are inside a committed term (below).
If your plan has a committed term, deleting your account does not end it early. Some coaching plans are agreed for a minimum length, such as three months. If you delete your account before that term ends, your data is still deleted right away, but billing continues on its normal schedule until the term’s end date and then stops. The app shows you that date, and asks you to confirm you understand it, before anything is deleted. Until the term ends we keep only what is needed to collect it: the plan itself and our link to your payment details at Stripe. When the term ends, we delete those too. If your practitioner bills you directly, your commitment with them is between you and them, and deleting your Pivot Wellness account does not end it.
Connected sources stop sending us data. We delete our copy of your connections, but the permission you gave a device maker or health system stays on their side until you revoke it there, so revoke Pivot Wellness’s access in your device or provider settings too, before or after.
What we keep, and why
A few records outlive the account, because they exist to prove something about it or belong to someone else. They are not your own logs, readings, files or conversations.
- The record of who accessed your health information. Health privacy rules entitle you to an account of who viewed your record, and require that record to be kept for six years. It would be no protection if it disappeared with your account.
- Security and audit logs, including the entry that records your account was deleted and when, the history of changes to your plan, and the record of how any safety alert about you was reviewed.
- Your consent history: which permissions you gave or withdrew, for which data, and when. It holds no health readings.
- Which terms you accepted, and when: the agreement that governed your account while it existed.
- Notes a practitioner wrote about you as part of their professional record, such as session notes. They are the practitioner’s record, kept under their own record-keeping obligations.
- Payment transaction records at Stripe. We delete our link between you and your payment history (at the end of any committed term, as above); Stripe keeps its own transaction records under its financial obligations.
None of these is used for anything else.
How long it takes
When you confirm, we delete your data from our live systems straight away, and your sign-in last. If any part cannot be deleted, we tell you and keep your sign-in so you can run the deletion again; we never report a deletion that did not happen. Our commitment is removal from live systems within 30 days. Database backups are kept beyond that window and are not yet purged on a fixed schedule, so deleted data can persist in a backup until that backup is retired; if you need deletion from backups confirmed, email us and we will handle it directly. This matches our Additional Disclosures.
Keep a copy first, if you want one
Deletion cannot be undone. To keep your record, download it first from Profile on the web.
Questions
Email privacy@pivotwellness.com. See also our Privacy Policy and Terms of Service.