Delete your Synapp account

You can ask Synapp (Pty) Ltd to delete your Synapp account and the personal information linked to it at any time. This applies to every type of account: clinician, patient, and collateral reporter.

You do not need to be signed in to make the request.

1. How to request deletion

1.1.Email privacy@synapp.co.za with the subject line “Delete my Synapp account”.

1.2.Send the email from the email address linked to your Synapp account, and include your full name and the cellphone number on your account. We use these to confirm the request is really from you before we delete anything.

1.3.We will confirm that we have received your request, and complete the deletion within 30 days. You will receive an email once it is done.

2. What we delete

2.1.Your sign-in credentials, including the link between your Synapp account and your Google account or email address.

2.2.Your profile details, such as your name, contact details, address, and any preferences you have set.

2.3.Push notification tokens and other device identifiers used to reach your phone.

2.4.Any other personal information that we are not legally required to keep.

3. What we keep, and why

3.1.Clinical records. Prescriptions, clinical documents, rating scale responses, and messages sent between a clinician and a patient form part of the patient’s health record. South African law and Health Professions Council of South Africa (HPCSA) guidelines require the treating clinician to keep these records for a minimum period, generally at least six years. These records are held for the clinician’s practice and are no longer linked to a sign-in once your account is deleted.

3.2.Financial records. Invoices, receipts, and subscription payment records are kept for the period required by South African tax law, generally five years.

3.3.Anonymised data. We may keep aggregated statistics that cannot be linked back to you.

3.4.Once the retention period for a record has passed, it is deleted.

4. Deleting some of your information without closing your account

4.1.You can update or remove most of your profile details yourself by signing in to Synapp and editing your profile.

4.2.For anything you cannot change yourself, email privacy@synapp.co.za and tell us what you would like removed. We will respond within 30 days.

5. More information

Our Privacy Policy explains in full how we collect, use, and protect your personal information, and your rights under the Protection of Personal Information Act (POPIA).