Delete your Xensorio account
This page explains how to delete your account in the Xensorio app, published by EFFECT TECH CO., LTD., and what happens to your data. You can delete your account in the app or, if you can't use the app, by email.
Before you delete
- Download your data first. In the app, go to Me → Download my data to save a JSON file of your account, pets, test records and other data. Photos are listed in the file but not included as images.
- Shared pets stay with your household. If other people are in your household, the household and its shared pets and records pass to another member rather than being deleted (see below).
- Unused credits can't be used once your account is deleted.
Delete your account in the app
- Open Xensorio and go to the Me tab.
- Scroll to the bottom. Delete account is the last item, under Data & privacy (or Your data, if you use only PureCheck).
- Tap Delete account. The app explains that you can restore your account within 30 days with Restore account on the Me tab; that after 30 days your account is permanently deleted, along with every household you own alone and its pets and test records; and that if other people are in your household, the household and its shared pets and records pass to another member instead of being deleted. It also reminds you to tap Download my data first if you want a copy.
- Tap Delete account again to confirm.
The app then shows "Deletion scheduled. You can restore your account here." The Me tab shows the date your account will be permanently deleted.
What happens and when
| When | What happens |
|---|---|
| Right away | Your account is scheduled for deletion. If you signed in with Apple on iPhone, we ask Apple to revoke Xensorio's access to your Apple ID. You can't post or comment in the community while deletion is pending. |
| The next 30 days | Your data stays as it is, and you can restore your account at any time. |
| After 30 days | Your account is permanently deleted, usually within an hour of the date shown in the app. This can't be undone. |
Changed your mind?
Within the 30 days, open the app (sign in again with the same email address, Apple or Google account if you've been signed out), go to the Me tab and tap Restore account under the message "Your account will be permanently deleted on [date]. Changed your mind?". If you use Sign in with Apple, signing in with Apple again reconnects your Apple ID.
If you can't open the app, email us before the date and we'll cancel the deletion for you.
What we delete
When the 30 days end, we delete:
- your email address, display name, profile photo, community profile text, region, and the Apple or Google account identifier linked to your account;
- your sign-in sessions, sign-in codes, push tokens and the Apple sign-in token;
- every household you own alone, with its pets, test records, readings, test-strip photos, notes, reminders, invitations and strip stock;
- your PureCheck meal tests and their strip photos, your check-ins with their meal photos and notes, and how you felt after meals, apart from the shared reports described below;
- every photo you uploaded that isn't on a community post or in a vet consultation, including meal photos of check-ins you deleted earlier;
- PDF reports you created, and the PDF reports of households and meal records that are deleted;
- all your AI assistant conversations, including the copies of conversations you removed from your list;
- your support requests and our replies, and any email to you that hasn't been sent yet;
- the text of notes you wrote on pets in households that continue;
- your agreement records, article likes and household memberships;
- the shipping name, phone number and address you entered to redeem a gift, and your email address and message on gifts you sent (a gift you sent that is still on its way is described below);
- your veterinarian listing, if you had one, and your application details: photo, school, clinic, profile text and notes (consultations you answered are described below).
What's left of your account record afterwards is a random internal ID. It no longer contains your email address, name or sign-in details.
What we keep, and why
Some information stays after your account is deleted. Unless the table says otherwise, it is linked only to that internal ID.
| What stays | Why |
|---|---|
| Pets and records in households shared with others. If other people are in your household, it passes to another member together with its shared pets and their records. Tests and care logs you added in someone else's household stay there too. | They belong to the household, not to you alone. |
| Shared PureCheck reports with a "Detected" result. We keep the result and test date for the place, and remove your link to it, the dish, note, price, location and photos. Our team reviews these reports. | So that deleting one account can't erase reports about a place. |
| Places you added to the map. | They are part of the map that other people use. |
| Community posts, comments and photos. They stay visible without your name or profile photo, and your profile is closed. If you want them removed, write to us before you delete your account. | They are part of conversations with other members. |
| Vet consultations. The messages stay with the veterinarian but are no longer linked to your pet or its results. | The veterinarian was a party to the consultation. |
| Records of decisions about moderation, appeals and place disputes, and our audit logs. Text you wrote in an appeal or a dispute, and photos you sent as evidence, are erased. Email addresses in our audit logs are masked. | So that our decisions remain accountable. |
| App usage events, for up to 13 months after they were recorded. | To understand how the app is used. They are no longer linked to you. |
| Gift records: the product, order reference, status and dates. If you sent a gift that is still on its way, the recipient's shipping details stay until it has been shipped, cancelled or has expired, and are then erased. | Records of the gift for our accounts, and so that the person you sent it to still receives it. |
| Credit history. | Records of credits granted, used and returned. |
| Your name and licence number as a veterinarian, only if you answered consultations. Your listing ends and the rest of your application is erased. | They stay with the consultations you answered, so that the advice in them remains attributable to the veterinarian who gave it. |
| Server logs: the IP address and time of your requests, for at most about 14 days after each request. | To keep the service running and to investigate abuse. They are overwritten automatically. |
| Backups. Deleted information can remain in backup copies until those copies are replaced. | To recover the service after a failure. |
| Anything we must keep by law. | To meet our legal obligations. |
If you can't use the app
You can ask us to delete your account by email, for example if you no longer have the app or can't sign in.
- Email service@xensorio.com with the subject Delete my account, preferably from the email address you sign in with.
- Tell us the email address on your account and how you sign in (email code, Apple or Google). If you used Sign in with Apple with "Hide My Email", your account address is the relay address Apple created; you can find it in your Apple ID settings.
- To make sure the request is yours, we act only on a request sent from the address on the account, or confirmed by a reply from it. If you wrote from another address, we email the address on the account and ask you to reply from it. We never ask for a password, because Xensorio doesn't use passwords.
- Once you confirm, our support team schedules the deletion in our system. It is exactly the same as doing it in the app: it becomes permanent 30 days later, and until then you can restore your account in the app or ask us to cancel. If you signed in with Apple, we ask Apple to revoke Xensorio's access to your Apple ID at the same time.
- We email the address on your account to confirm. The email gives the date your account will be permanently deleted and how to cancel before then.
We usually reply within 1–2 business days, and always within 30 days.
Sign in with Apple or Google
- Apple. When you ask to delete your account, we ask Apple to revoke Xensorio's access to your Apple ID. If Apple can't be reached at that moment, we try again when the deletion becomes permanent.
- Google. We don't keep Google access tokens, so there's nothing for us to revoke. You can remove Xensorio from the third-party connections in your Google Account settings at any time.
Delete some data without deleting your account
- Meal check-ins. Delete a check-in from your PureCheck timeline. This removes the check-in with its place, dish, note and meal photos; the test result stays in your history. A photo you also put on a community post stays with that post. A check-in you shared to a place with a "Detected" result can't be deleted directly, but you can make it private at any time.
- Shared meal checks. Turn on Fully private mode under Me to take back everything you've shared to places in one step.
- AI conversations. Remove a conversation from your list in the app. We keep a copy for 30 days as a record, then delete it.
- Passport links. Turn off a pet passport link you've shared.
- Anything else, including community posts or data you sent through the website forms: write to service@xensorio.com.
Questions
See our Privacy Policy or Support, or write to service@xensorio.com.