Delete your account

Your account and the data linked to it, deleted by Core Consulting within 30 days of your request.

Two ways to ask

In the app

1. Open the menu and tap Settings.
2. Under Account, tap Delete account.
3. Enter your password to confirm it's you, then confirm the request. It goes straight to Core Consulting, with no email to write.

Until the deletion is done, the same row shows the date of your request and lets you withdraw it.

By email

If you no longer have the app, email us from the address you sign in with, so we can match it to your account. An email can be made to look like it came from someone else, so we reply to your account's address and act once the answer comes back from it, and the app emails that address as soon as the deletion is arranged, so you can still keep the account by signing in if you never asked.

Email a deletion request

platformeng@curade.ai. Whichever address you write from, we reply to your account's address to confirm before deleting anything.

What happens next

1. We confirm we have it. A request made in the app shows as pending straight away. An email request gets a reply.
2. Core Consulting deletes your account within 30 days of your request.
3. We email you when the deletion is done, unless your email address is invited to the app again before that email has been sent.

To stop at once: withdraw your consent

Your account keeps working until a deletion request is done. To stop Core Consulting using your data straight away, withdraw your consent instead: in the app from Settings > Withdraw consent, after entering your password, or by email from the address you sign in with.

Your account is suspended as soon as your withdrawal reaches us: you are signed out of it everywhere, it cannot be used unless you restore it, and the app sends you nothing more apart from the emails about it. The chats you started are hidden from everyone at the same time. You also choose what happens to what you wrote in chats other people started, and in copies of them: hidden from everyone straight away and deleted with your account, or left there as a former member's, without your name. Choose in the app or say in your email; if your email does not say, it is hidden the same way while we ask, and it is deleted with your account unless you tell us to leave it. The account is deleted at our next daily deletion run. A withdrawal sent by email is deleted only once you confirm it from your account's address: we email that address to ask. If you would rather we keep it suspended for 14 days first, in case you change your mind, choose that in the app or say so in your email: it is then deleted no later than 14 days after the suspension. Until it is deleted, you can restore it: sign in to the app with your password and confirm, or write to us and we lift the suspension once your account's address confirms it. The account then stays closed until you agree to the privacy policy and accept the terms of use again, and is deleted if you have not by 14 days after the restore. Agreeing again shows what you wrote in other people's chats there again. We email you to confirm the suspension, and again once the account is restored, or once it is deleted, unless your email address is invited to the app again before that email has been sent.

Email a withdrawal of consent

What is deleted

Deleted with your account

• Your sign in: your email address and password
• Your profile: name, username, company, role and language
• Your environment access and dashboard widgets
• The CLEO chats you started, with every message and file in them
• Your notification history and your device's push notification token
• Your CLEO usage records
• Your monitoring alerts, your alert settings, the alerts raised for you and the records of your changes to them
• The record of when you last used the app

What is kept, and for how long

Kept for a while

• Sign in attempt records, kept only for failed attempts and never containing your password: up to 12 hours, to protect against password guessing.
• Account email records of invitations and password resets: up to 3 hours.
• Database backups: up to 7 days, until they are replaced.
• Service logs kept by our hosting provider: up to 7 days.
• What was already sent to CLEO's AI provider: handled under that provider's own terms.
• Delivery records kept by our email delivery service (who each email went to, its subject and when): handled under that service's own terms.
• A record of what you agreed to and asked for (your email address, which versions of the privacy policy and of the terms of use you agreed to and when, your permissions for CLEO's AI providers, when a withdrawal of consent ended any of them, when you asked for deletion or withdrew consent, and what you chose for what you wrote in other people's chats): up to 2 years, so we can show how we handled your data.
• The record of who did what: of your account (when it was created, changed, suspended or deleted, how, why, and who did it: you, Core Consulting, your admin or our automatic deletion run), with your email address on the record of its deletion, and of anything you created, changed, suspended or deleted in the app's console (an account, an environment, its AI settings or who can open it, or a notification), which names you: up to 2 years after each, as evidence of how each was handled, so that we can answer any enquiry or complaint about it, whether from you or from Malaysia's Personal Data Protection Commissioner.

What stays with other people

• An announcement you sent as an admin stays with the people who received it, without your name on it; Core Consulting can still tell from it that your account sent it.
• An environment you created or last changed in the app's console keeps showing Core Consulting that your account did so, for as long as the environment exists.
• A copy of a chat that another person made in their own account, with what you wrote and attached in it, stays with them.
• Messages and files, photos included, that you added to a chat someone else started stay in that chat, shown as from a former member, without your name.
• The emails about your request: the notice the app sends Core Consulting when you ask, and the emails between us.

A message or file that shows your name or a photo of you is still your personal data, so where you can, leave both out of your chats and attachments. To have any of these messages or files removed, including from a copy, ask us by email, saying which environment and chat it is in and what it says or shows. If you withdraw your consent instead, you choose whether they are deleted too.

If your organisation manages your account

An admin removing you from an environment is not a deletion. Your account and its data stay until the account itself is deleted: when you ask for it here, when your organisation's admin deletes it, or automatically, once nobody has used the account for 12 months. Signing in, or opening the app while signed in, counts as using it. A warning reaches you by email and in the app 30 days before, again 7 days before and a last time 1 day before. Using the account again before then cancels the deletion, and you get an email saying so. If Core Consulting suspends your account for a breach of the terms of use, signing in does not restore it, and it is deleted no later than 14 days after the suspension unless the suspension is lifted first. When your organisation's admin or Core Consulting deletes your account in the app's console, it closes at once, and our next daily deletion run deletes it once at least 24 hours have passed, so a deletion made by mistake can be undone until then. When it is a deletion you asked for, you can also keep your account until then by signing in to the app with your password and confirming. Whoever deletes your account, you get an email once it is deleted, unless your email address is invited to the app again before that email has been sent.

An environment none of its engineers or admins has used for 12 months is deleted automatically too, with its widgets, chats and files, after a warning to everyone in it by email and in the app 30 days before, again 7 days before and a last time 1 day before. Using an environment means opening the app on it, asking CLEO in it, or being added to it; using another environment does not count. Using it again before the deletion cancels it, and everyone in it gets an email saying so. An environment Core Consulting deletes in the app's console closes to everyone in it at once, and is deleted the same way once at least 24 hours have passed. Once an environment is deleted, for whatever reason, everyone who was in it is emailed to tell them.