Delete your account

How to request deletion

Email privacy@gesana.net with the subject line "Account deletion request" and include:

• the email address on your account;
• which product your account relates to; and
• the word delete in the message.

You can also ask for deletion from the support section, or delete it yourself from your account settings where the product offers that option.

Verifying your identity

Before we delete an account we need to be sure the request comes from the account holder. We will reply from the address on the account and ask you to confirm a small piece of information we already hold — for example the approximate date you registered. We will never ask for your password, your full card number, or a one-time code sent to your phone.

If you cannot complete verification — because the account email no longer works, for instance — write to us anyway and explain. We will look for other reasonable ways to confirm you.

What happens next

1. We confirm

   You receive an acknowledgement, and we confirm your identity. You can reply at any point before the deletion completes to cancel the request.

2. We delete

   Your account is deactivated immediately so it stops being usable, then permanently deleted from our production systems within 30 days.

3. We confirm completion

   We email you when the deletion has completed. You do not need to chase us for confirmation.

What gets deleted

Deletion covers your account and the personal data associated with it:

• your name, email address, and account credentials;
• content you created inside our products, such as notes, highlights, bookmarks and reading progress;
• product activity records tied to your account;
• support correspondence, except the records noted below; and
• call history, where the product has that feature.

Deleted data may remain in encrypted backups for up to 35 days until those backups are cycled out. We do not restore individual deleted accounts from backups.

What we have to keep, and why

We are not able to delete everything, and we would rather tell you plainly than imply a clean sweep we cannot deliver.

• Billing and transaction records are kept for 7 years because Swedish accounting law requires it. After that period the record is anonymised: the financial data is kept for audit, but it no longer identifies you.
• Records of consent are kept for 3 years after consent was withdrawn, so we can demonstrate that we respected your withdrawal.
• Security and abuse records may be kept for 12 months, or longer where needed to investigate an incident.
• Where we are subject to a legal hold — for example an active dispute, investigation, or valid legal request — we pause deletion of the relevant data until that matter is resolved, and will tell you where the law allows.

Payment card details are handled by our payment provider and were never stored by us, so they are not part of this process.

Before you delete

Deletion is permanent and cannot be undone. Once it is done:

• you lose access to the account and everything in it;
• any active subscription is cancelled and is not refunded, unless you are entitled to a refund under consumer law;
• content you created may no longer be recoverable; and
• registering again creates a genuinely new account, with none of your previous data.

If you want a copy of your data before it goes, ask for it at the same time as your deletion request. We will provide it in a portable format, and we will send it before completing the deletion so you actually receive it.

Changed your mind, or only want a change?

You do not have to delete your account to exercise a right. Email privacy@gesana.net and ask us to:

• access the personal data we hold about you;
• correct anything inaccurate;
• export your data in a portable format;
• restrict how we use it while a dispute is resolved;
• object to processing based on legitimate interests; or
• withdraw consent where we rely on it.

Full detail is in the privacy policy. We reply to rights requests within one month.

Who handles this request

Registered name

Gesana AB

Organisation number

559574-4151

Registered address

Trollebergsvägen 81B, 22731 Lund, Sweden

Deletion requests

privacy@gesana.net

If you are not satisfied with how we handled your request, you may complain to Integritetsskyddsmyndigheten (IMY), the Swedish data protection authority.