Delete your Pontio account

You can delete your Pontio account and the personal data attached to it at any time. This applies to both customer and provider accounts. Deleting an account cannot be undone.

Delete your account in the app

1. Open the Pontio app and sign in.
2. Go to Profile, then Settings.
3. In the Delete Account section, tap Delete my account.
4. Type DELETE to confirm, then tap Delete.

If the app asks you to re-enter your password, or to sign out and sign back in, do that and repeat the steps. This is a security check before the account is removed.

Cannot open the app?

Send us a deletion request by email at [email protected]. Please include:

• the email address of the account you want deleted, and the email you write from if it is different;
• whether it is a customer or a provider account.

We may ask you to confirm that the account is yours before we delete it. We reply to data requests without undue delay and in any case within one month. You can also write to us through the contact section on the home page.

If you only joined the waitlist or started a provider pre-registration and never had an app account, send the same email with the address you used and we will delete that data.

What is deleted

• Your profile: name, email address, phone number, date of birth, saved address and photo.
• Your customer or provider record and your sign-in credentials.
• The device tokens used to send you notifications, and your notifications.
• Your in-app waitlist entries for fully booked services, and your questions to providers.
• If you also joined the waitlist on our website, email us to remove that address too.
• For providers: the services you published. Your payout account is closed, or disabled if it still has a balance.

What is kept, and why

Bookings, payments and reviews are not erased with the account. We keep them for up to 10 years because tax, accounting and legal rules require it, and to handle disputes. The other person in a booking also keeps their own record of it.

• About 7 days after deletion, your name, email address, phone number and photo are removed from these records, and your name is shown as "Deleted user". Reviews you wrote stay visible under that label.
• If you are a customer, the service address and notes on your bookings are removed at the same time; for a booking that has not taken place yet, once it is completed or cancelled, and no later than about 30 days after deletion.
• If you are a provider, deleting your account cancels your upcoming bookings, refunds customers where a payment was taken, and notifies those customers.

How long these records are kept is explained in our Privacy Policy.