Delete your account

In short

You can ask us to delete your EpaleDoc account and its associated data at any time, without giving a reason.
Send an email to operaciones@epaledoc.com from the address you registered with.
We complete it within 30 days at the most. Usually sooner.
Some health and billing records must be kept by law. We tell you exactly what and why.

How to request it

Write to us from the same email address you registered with. That is how we confirm the request is really yours and not someone else's.

Request deletion by email

If the button does not open your email app, write to operaciones@epaledoc.com with the subject "Delete account" and include:

The email address you registered with.
Your full name, as it appears on your account.

You do not need the app installed. You can request deletion even if you already uninstalled it. You do not need to sign in to use this page either.

What happens next

We confirm receipt of your request, usually within 48 hours.
We verify your identity. If the request comes from an address other than the one on the account, we will ask for an additional check. This protects you: without that step, anyone could delete someone else's account.
We delete your account and the associated data we are not required to keep.
We let you know when it is done, stating what was deleted and what was kept, if anything.

The maximum turnaround is 30 calendar days from the moment we verify your identity.

What is deleted and what is kept

Deleted	Kept, and why
Your account and sign-in credentials	Clinical records of consultations already provided, for the period health regulations require. A prescription or diagnosis issued by a doctor is part of their professional record and cannot be erased on request.
Your profile: name, phone, photo, address	Payment and invoicing records, for the period tax rules require.
Your location history	Minimal security records (for example, proof that a deletion request was handled), so we can demonstrate compliance.
Messages and consultation notes that are not part of the clinical record	Nothing else.
Your saved payment methods

Whatever is kept is detached from your profile wherever technically possible, and used only for the legal purpose that requires keeping it. Never for advertising or profiling.

Deletion is permanent. We cannot restore a deleted account or its data. If you want to use EpaleDoc again later, you will need to register from scratch.

If you are a doctor or health professional

The process is the same, with one difference: consultations you attended and prescriptions you issued are not deleted. They carry your signature and licence number, and they are part of the patient's clinical record, which has its own legal retention period.

Your public profile, contact details, availability and payout information are deleted.

If you have an ongoing consultation

We cannot delete an account with an open consultation or a pending payment. Wait until it closes, or write to us and we will sort it out with you first.

Would you rather not delete everything?

Before deleting your account, one of these may be enough. Write to the same address and we will handle it:

Correct a detail that is wrong.
Download a copy of your information.
Turn off notifications without losing your account.
Revoke the location permission from your phone settings.

Questions

Write to operaciones@epaledoc.com. We reply on business days.