Loyaly01What this page is for
A Loyaly account can be deleted from inside the app, in about four taps, and it takes effect immediately. This page exists so that you can find out how — and start it another way — without installing anything first.
If you still have the app, the next section is the fastest route and the only one that finishes instantly.
02Deleting it in the app
Open Loyaly and sign in. Go to your profile, then Privacy and data, then Delete account. Read the confirmation and confirm.
There is nothing to wait for and nobody to email. The account is gone by the time the screen closes, and it cannot be undone: with the login deleted there is no way to sign back in and reconnect anything to you.
Before you do it, the same screen has Export my data. That gives you everything held about you as a file. Once the account is deleted it cannot be produced again, so take it first if you want it.
03If you cannot open the app
Write to support@loyalyapp.com from the email address on the account, asking for the account to be deleted.
We reply within five working days and complete the deletion within thirty days of the request, which is the limit the GDPR sets. Almost always it is the same day.
To be sure we are deleting the right person’s account we may ask you to confirm one detail only the account holder would know, such as the clinic you joined or roughly when. We will never ask you for your password, and there is no password on a Loyaly account to ask for: signing in is a one-time code sent to your email.
04What is deleted
Your name, your phone number and your email address, from your client record and from every copy of it held elsewhere in the system.
Every photo you uploaded — your profile picture and any treatment photos — removed from storage, not only unlinked.
Your skin type and any allergy note you entered.
Every device registered to send you a notification, so nothing can reach your phone afterwards.
The login itself. This is what makes it irreversible.
If you belong to more than one clinic, all of this happens at every one of them, not only the clinic you happened to be looking at.
05What is kept, and why
The record that a visit, an order or a payment happened stays, with nothing attached to it that points at you. It becomes an anonymous row: a date, an amount, a treatment. It cannot be traced back to you, and nobody can turn it back into your record.
This is not a choice we make freely. A clinic in Spain has to keep clinical records under Ley 41/2002, and transaction records under commercial and tax law, for a set number of years. Deleting those would put the clinic in breach, so what is removed instead is everything that ties them to a person.
Aggregate counts a clinic sees — how many visits last month, how much was taken — therefore stay correct after a deletion, without any of them naming you.
06How long it takes
In the app: immediately.
By email: we reply within five working days, and the deletion is complete within thirty days at the latest.
Backups are the one exception, and they are on a rolling schedule: a copy of a deleted record can survive in an encrypted backup for up to thirty-five days before it ages out. Backups are never read to serve the app, only to restore it after a failure.