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Scope & limits

• We respond to verified requests within the statutory SLA. We may ask you to confirm ownership of the email on file before acting on a sensitive request.
• Some records are retained where retention is legally required — including tax and financial records (5 years under Australian tax law), billing and transaction records (3 years), security and fraud logs (12 months), and grievance correspondence (3 years). See Terms of Service §10 for the full retention windows.
• Deletion you start in Settings, under Privacy, enters a 30-day grace period. Sign in before it ends to cancel; after it, your data is permanently erased except the categories above. A deletion request sent with the form below is reviewed first, and nothing is deleted until then.
• Data exports are delivered in a machine-readable format — a ZIP archive containing a structured JSON file (export.json) plus a plain-language PDF summary — over a secure download link that is available for 7 days. Your care-record and wearable health data are decrypted in the export only for you. See the Privacy Policy for details.
• For CCPA-governed users, the “Do Not Sell or Share My Personal Information” control is available from the cookie preference centre in the site footer.