Delete your account

What gets deleted

When we action your request, we permanently delete:

• your account and login credentials;
• your profile details (name, email address, telephone number and location);
• your pet profiles, including species, breed, age and any health information you provided;
• your chat history with the AI triage service, together with triage outcomes and escalation notes; and
• your notification and app preferences.

What we have to keep

A limited amount of information is retained where the law requires it, or where we have a legal obligation we cannot set aside:

• billing, payment and invoice records, which we are required to keep for statutory accounting and tax purposes;
• records we are required to retain for regulatory, safety or legal compliance reasons; and
• aggregated and anonymised statistics that can no longer be linked back to you or your pets.

How long it takes

We action verified deletion requests within 30 days of receiving them. We may contact you at the email address you give below to confirm your identity before we delete anything — this protects you from someone else deleting your account.

If you have a membership

Any active Pet365 membership is cancelled as part of the deletion. If you subscribed through the Apple App Store or Google Play, please also cancel the subscription in your App Store or Google Play account, because we cannot cancel store subscriptions on your behalf.

Request deletion

Please use the email address associated with your Pet365 account so we can find it.

Prefer email? You can also write to [email protected] from the address on your account and we will handle it the same way. For more detail on how we use and retain personal data, see our Privacy Policy.