Account and data deletion

1.How to ask

Send an e-mail to support@clinova.me from the e-mail address of the account, with the subject “Delete my account” (or “Delete my clinic”) and the clinic’s name. A request from another address cannot be accepted, because we must be sure it comes from the account holder. We may ask you to confirm the request.

2.Deleting a user account

A staff member can also ask the clinic’s administrator to remove their access. When we delete a user account, we delete:

• the name, e-mail address, phone number and password hash;
• the two-step sign-in key and the notification tokens of the user’s devices;
• the user’s preferences and doctor AI profile.

Entries the user made in patient files, such as visits, notes and prescriptions, remain part of the clinic’s medical records under the author’s name, and the audit log keeps the history of changes, because the clinic must be able to show who recorded what.

3.Deleting a clinic

The request must come from the clinic’s administrator. Before asking, export what the clinic needs from Settings → Export, or ask in your request for a complete copy of the clinic’s data. We then delete the clinic’s account and users, patient files, documents, appointments, visits, invoices and settings.

4.Medical records the law requires to keep

Clinics usually have to keep medical records for a minimum period set by the law that applies to them. The clinic is responsible for keeping those records: export them before asking for deletion, or tell us in your request if you need a copy delivered first. Records of the clinic’s subscription payments are kept for as long as accounting and tax law requires.

5.Timeline

We complete the deletion within 30 days of confirming the request and tell you by e-mail when it is done. Copies in backups expire on their normal schedule, after which the data cannot be restored.

6.If you are a patient

Your record belongs to the clinic that treats you, so please send your request to the clinic. If you write to us, we forward your request to that clinic.