Delete your account

In the app, straight away

This is the fastest route and it works immediately, no waiting for us.

• Families: open the app, go to Profile and tap Delete account at the bottom.
• Helpers: open the app, go to Profile, then Settings, and tap Delete account at the bottom.

If you have a visit that has not finished yet, we will ask you to confirm or cancel it first. That is to make sure nobody is left unpaid and no money is left reserved on a card.

By email, if you cannot use the app

Already removed the app, or cannot log in? Email hello@felvo.uk from the address on your account, with Delete my account as the subject. We do it within 30 days and confirm by email when it is done. We may ask one question to check it is really you, because we are not going to delete someone's account on request from a stranger.

What gets deleted

• Your name, email address, date of birth, address and phone number;
• Your profile: photo, bio, availability, preferences and languages;
• For helpers: your National Insurance number, bank details and the outcome of your identity check;
• For families: the details about the person the help is for;
• Your messages, your reviews and your uploaded documents and photos.

What we have to keep, and for how long

A small amount stays behind because the law says so, not because we want it. It is stripped of your name and contact details wherever that is possible.

• Records of visits that were paid for, because UK tax law requires us to keep our books. These no longer carry your name or address.
• For helpers who earned money through Felvo: the details we are required to report to HM Revenue and Customs each year under the reporting rules for digital platforms. That is a legal duty and you cannot opt out of it.
• Technical logs (IP address and which request was made), for up to 90 days, for security.

Our privacy policy explains all of this in more detail, including your other rights under the UK GDPR.

A copy of your data

You can also ask for a copy of everything we hold about you. Email hello@felvo.uk and we will send it within 30 days, free of charge.