Account and Personal Data Deletion
You may request deletion of your account through the “Privacy & Security” section of your account settings. You may also submit a deletion request through our account-deletion page.
To protect your account from unauthorised deletion, we may ask you to verify your identity using your password, a verification code sent to the email address or telephone number associated with your account, or the authentication provider you used to register.
When we receive a valid deletion request, we will disable access to the account, revoke active login sessions and remove any publicly visible profile associated with the account. Unless you cancel the request during the stated cancellation period, we will permanently delete or irreversibly anonymise personal data associated with the account.
Depending on how you have used the service, the deleted information may include:
- account and contact information;
- parent, student and teacher profiles;
- profile photographs, introduction media and teaching preferences;
- lesson-matching information;
- messages and communications;
- uploaded documents, recordings and mock-examination submissions;
- reviews, ratings and other user-generated content;
- device identifiers, notification tokens and account-linked analytics data; and
- identity, qualification and verification documents that we are not required to retain.
We may retain limited information where retention is reasonably necessary to:
- comply with accounting, tax or other legal obligations;
- complete payments, refunds, chargebacks or unresolved transactions;
- investigate fraud, safeguarding matters, complaints or misuse;
- establish, exercise or defend legal claims; or
- record that an account-deletion request was received and completed.
Information retained for these purposes will be separated from active account data, access-restricted and used only for the applicable retention purpose. Retaining a transaction record does not mean that we will retain the user’s complete profile, messages, uploaded media or identity documents.
We normally complete deletion from active systems within 30 days. Copies contained in encrypted backups will be removed as those backups are overwritten, normally within 90 days. Backup data will not be restored to active systems except where required for disaster recovery, and completed deletion requests will be reapplied following any restoration.
Where service providers process personal data on our behalf, we will instruct them to delete or anonymise the relevant information, except where they are independently required to retain limited records under applicable law.
Deletion of an account does not automatically cancel charges, subscriptions, lessons or other obligations incurred before the deletion request. The deletion process will explain how any active bookings, subscriptions, refunds or disputes will be handled before you confirm the request.
You may contact us at privacy@withmotivo.com regarding an account or personal-data deletion request.