Delete my app account
This page explains how to ask us to close your SYNERGY app account and delete your app data, what we
delete, and what we have to keep.
You can make this request without installing the app and without signing in.
How to request deletion
Ask the clinic: tell your clinician or doctor that you want your app account closed.
By email: send a request to synergy.help.queries@gmail.com from any address, including:
- your full name
- your date of birth
- the mobile number you use to sign in to the app
We need these three details to be sure we are closing the right account. Please do not include
any details about your health or your treatment in the request.
By phone: call the clinic on 07912382980 during Monday–Friday, 9am–5pm, excluding bank holidays.
What happens next
- We confirm your identity against our records.
- We close your app account and delete the app data listed below.
- We send you a confirmation.
We aim to complete requests within one month, which is the time limit set by UK data protection
law. In practice it is usually much quicker. If a request is complex and we need longer, we will
tell you within that month and explain why.
How we confirm it is done. We will send confirmation
by text message to the mobile number on your account,
because that is the contact detail the app itself uses. If you would prefer
confirmation by email, say so in your request and give us the email address to use.
What we delete
| What | What happens |
|---|---|
| Your sign-in sessions | Deleted immediately — you will be signed out on all devices |
| Your conversation history in the app | Deleted |
| Your saved conversation on your own phone | Removed when you uninstall the app, or when you sign out |
| Security codes and sign-in attempt records | Deleted, or expire automatically within minutes |
After this, you will no longer be able to sign in to the app. If you want to use it again later,
contact the clinic and we can restore your access.
What we have to keep, and why
We cannot delete your medical record, and closing your app account does not delete it.
The messages you sent through the app, and the answers you were given, form part of the record of
your care. We are required to keep medical records for a set period under UK law and NHS records
management rules, and we are required to be able to show what information a patient was given.
| What we keep | Why | How long |
|---|---|---|
| Your patient record held by the clinic | It is your medical record | For as long as you are a patient of the clinic, and afterwards in line with our medical records retention obligations |
| A log of messages sent and received in the app | Part of your care record and our audit trail — it shows what you were told | 36 months |
| Questions passed to a clinician, and their responses | Clinical correspondence, part of your care record | 36 months |
This is permitted under UK data protection law: the right to erasure does not apply where we need
the information to provide health care, or where we are under a legal obligation to keep it. This is
the same position as if you had asked us by phone or letter — using the app does not change what we
must keep.
If you want to know exactly what we hold about you, you can ask for a copy — see Your rights in
our Privacy Policy.
Deleting the app is not the same as deleting your account
Removing the app from your phone stops you using it and clears the copy of your conversation held on
the device. It does not close your account or delete anything held by the clinic. To do that,
make a request using one of the routes above.
If you are unhappy with our response
Please contact Mr Dushyanth Gnanappiragasam, our data protection contact, at synergy.help.queries@gmail.com in the first instance.
You also have the right to complain to the Information Commissioner's Office, the UK's data
protection regulator, at ico.org.uk/make-a-complaint or on
0303 123 1113.
Last updated: 01/09/2026