Delete your account

How to ask

Email hello@recoverygo.my from the address your account uses, with the subject “Delete my RecoveryGo account”. Sending it from that address is how we know the request is yours; if you no longer have access to it, tell us and we will ask for something else that shows the account is yours.

You can also do this inside the app, under Account → Delete my account, which opens the same email with the details already filled in.

We reply within seven days and complete the deletion within thirty. If a visit is booked or in progress, we will tell you before anything is removed, because deleting the account cancels it.

What is deleted

• Your name, email address, phone number and profile photo.
• Every address you saved, including the notes about how to reach your door.
• Condition notes and any photographs you shared about your treatment.
• Messages between you and your physiotherapist.
• Check-in photographs, which exist only to show who arrived and are removed with the rest.
• The notification tokens that let us reach your phone, and your sign-in credentials. You will not be able to sign in again.

What we have to keep

Two things survive a deletion, and neither of them identifies you to anybody using the service.

• Invoices and payment records for visits that were completed and paid for. Malaysian tax law requires us to keep these for seven years. They hold the amount, the date and the booking reference.
• Ratings you left, with your name removed. A physiotherapist’s record should not change because somebody closed an account, and an anonymous score is not personal data.

If a dispute, an insurance claim or a safety incident is open, the records attached to it are kept until it is resolved. We will say so when you ask, rather than deleting your account and leaving you without the evidence.

If you are a physiotherapist

The same request works, with one addition: we keep your registration number, the dates your credentials were checked, and the record of visits you were paid for. Those are what let us answer a question about who treated somebody, and a marketplace that cannot answer that is not one anybody should let into their home.

Payout records are kept for seven years for the same tax reason as invoices. Your bank details are erased.

Removing the app is not the same thing

Deleting RecoveryGo from your phone stops it running. It does not close your account, and it does not remove anything we hold. The request above is the only thing that does.