Account & Data Deletion

Self-service deletion (in-app)

1. Open the Phoenix Health app and sign in.
2. Tap your profile avatar → Settings → Privacy tab.
3. Tap Delete My Account, review what is deleted and what the law requires us to retain, then confirm with a one-time verification code sent to your email address.
4. Your account is deactivated immediately and you are signed out of all devices. A confirmation email follows with a 7-day cancellation link — click it within 7 days to restore your account. After the window closes, your personal details are anonymised (completed within 30 days of your request) and cannot be recovered.

Email request

If you cannot access the app, email privacy@phoenixhealthco.com.au from the address on file. Subject line: “Account deletion request”. Include your full name and date of birth so our team can verify your identity. We will respond within 5 business days and complete deletion within 30 days of verification.

What gets deleted or anonymised

• Your login access, credentials, and 2FA records — removed immediately; every signed-in device is logged out.
• Your identifying personal information (name, email, phone, date of birth, address, profile photo) — anonymised within 30 days so retained records can no longer be linked to you.
• Wearable connections (Apple Health / Google Health Connect) — disconnected and access tokens destroyed immediately.
• Push notification tokens (FCM/APNs), pending notifications, notification preferences, and pending tasks.
• Marketing/newsletter subscriptions — unsubscribed immediately.
• Future appointments, care packages, waitlist entries, and any active gym membership subscription — cancelled immediately (you will not be charged again).
• Support ticket message text and attached screenshots (message bodies are replaced with a redaction marker; attachment files are deleted from cloud storage).

What we are required to retain

Australian healthcare law (Health Records and Information Privacy Act 2002 (NSW) and the Health Records Regulation 2012 (NSW)) requires us to keep your health record for seven years from your last service (or until age 25 if you are younger, whichever is later), and tax law requires billing records to be kept for seven years. Retained records include clinical notes, health observations and lab results, appointment history, care plans, uploaded clinical documents, consent records, payment records, and the security audit trail. These records are:

• Anonymised — your name and contact details are replaced with placeholders so the records can no longer identify you.
• Held under strict role-based access controls and encryption at rest, and never used for any operational, marketing, analytics, or research purpose after deletion.
• Permanently destroyed by an automated process after the legal retention window expires, with a destruction record kept for audit purposes.

Health Connect data only

If you only want to disconnect Google Health Connect (not delete your whole account), open the Health Connect app on your Android device, then tap App permissions → Phoenix Health → Remove all. See our Health Connect Privacy Notice for details.

Need help?

Privacy Officer: privacy@phoenixhealthco.com.au
General contact: contact@phoenixhealthco.com.au